GroupSoft Announces GS/ServiceDesk Version 10

March 10, 2008 - Newton, MA - GroupSoft announces general availability of GS/ServiceDesk Version 10, the latest release of its customer service management application for IBM Lotus Notes.

Among the new features in this release are email templates with merge fields and assignment load balancing.

Email templates increase the productivity of customer service agents. Support managers can create any number of templates with the option to merge in selected fields from a Help Request. Agents can select from the list of templates and add to or modify the canned text as needed prior to sending the email to the customer.

Also new in Version 10: company-specific service level targets based on priority level. These are used by the built-in reports and can be used when creating custom reports that track service level agreement (SLA) compliance.

The load balancing option automatically assigns a new Help Request to the next available agent with the fewest open Help Requests. Assignments can be restricted to a specific group within the support team. Email and web requests can also be automatically assigned using the same algorithm.

GS/ServiceDesk is designed for business-to-business customer service and support. It has features to support tracking of support agreement or service contract renewals.

GS/ServiceDesk Version 10 is available now. A full evaluation version is available from the GroupSoft web site. The application runs on all Domino 6.5 or later server platforms including Linux using either a Notes client or Web browser. License fees are based on the number of customer service representatives, with unlimited customer self-help access. The license includes incident management, knowledge base, asset tracking and bug tracking modules.

About GroupSoft Systems, Inc.

GroupSoft Systems has been developing service management applications for the IBM Lotus Notes/Domino platform since 1997. The company is based in Newton, Massachusetts, with customers around the globe. GroupSoft Systems is an Advanced level IBM Business Partner. Web site:

GroupSoft, GS/ServiceDesk, GS/HelpDesk, GS/SalesDesk and the people-and-documents logo are trademarks of GroupSoft Systems, Inc. IBM, Domino and Lotus Notes are trademarks or registered trademarks of IBM Corporation. All other trademarks are the property of their respective owners.

GroupSoft Systems, Inc.
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