GroupSoft Systems Shows Next Generation GS/HelpDesk

Lotusphere 2003

GroupSoft Systems, Inc.

GroupSoft Systems Shows Next Generation GS/HelpDesk
Version 8 Is Enterprise-Strength Help Desk Solution for Lotus Notes/Domino

ORLANDO, Fla., January 27, 2003 - GroupSoft Systems, Inc. unveiled Version 8 of its flagship product, GS/HelpDesk, at Lotusphere 2003 in Orlando today. This enterprise-strength internal help desk application runs on the Lotus Notes/Domino platform.

GS/HelpDesk is a complete incident tracking system that ships with knowledge base, asset tracking and project management modules. It is designed specifically for internal and outsourced IT help desks. GS/HelpDesk can handle customer support requests received by phone, email or a company’s web site. Because email and web site support were designed into the product from the start - rather than added on later - there are no additional modules to license and support requests from all sources are fully integrated into the customer’s activity history.

GS/HelpDesk version 8 builds on the "portal-style" web interface introduced in the previous release while maintaining the familiar Notes interface for full backward compatibility. The opening page can be configured to display links to external knowledge bases and corporate intranet pages. Technicians have even more control over the arrangement of information on their personal portal page in this release. A multi-database search capability allows simultaneous searching of active incidents, archived incidents, projects and the knowledge base.

New in version 8 is a friendly export interface with field-level control and a choice of export formats including XML. Detailed time reporting data can also be exported easily to external billing and timesheet applications.

GS/HelpDesk includes an integrated employee self-help feature. Help desk customers can submit help requests and check on the status of outstanding requests from the web. They can also search the knowledge base and FAQ. Help desk managers can control access to knowledge base information at the document level, for example granting access only to IT staffers or to all employees.

“This is our fifth year as exhibitors at Lotusphere and we think that our customers appreciate having a stable vendor during difficult times for the software industry," noted GroupSoft Systems founder and president Carl Fink. “Our customer base has expanded geographically and we're serving larger and more sophisticated IT departments so our product has had to keep up. But we've carefully engineered the changes so that GS/HelpDesk still has tremendous appeal in the small and medium (SMB) market."

GS/HelpDesk runs on all Lotus Domino server platforms including Linux, and is compatible with all Windows clients running Lotus Notes. The product works in R5, ND6 and mixed environments. The portal interface requires Internet Explorer; the classic web and end-user self-help interfaces work with all popular browsers. GroupSoft Systems offers a full range of consulting and support services for the product, including customization, data transfer and on-site training. The product is licensed with unlocked design and can be customized by GroupSoft Systems or the licensee. Pricing is based on the number of help desk technicians.


GroupSoft Systems, Inc. develops help desk and customer service software for Lotus Domino, Lotus Notes and the Web. The company, founded in 1993 and based in Newton, MA, was an early member of the Lotus business partner program and is currently an IBM Partnerworld for Software member. Downloads and Screencams are available from (617) 454-1115.

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

GroupSoft Systems, Inc.
(617) 544-7687

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