GroupSoft Ships Latest Update to Customer Service App

February 27, 2009 - Newton, MA - GroupSoft has released GS/ServiceDesk Version 11, a major upgrade to its robust customer service application for IBM Lotus Notes and Domino. New in this release are export directly to spreadsheets, enhanced automatic handling of emails and web forms, and numerous improvements to the Web interface.

Service agents handling email and web forms manually now have the option of updating an existing incident (even when the customer has not referenced the original ticket number) or creating a new incident with a single click.

Administration has also been enhanced, with support for a common agent log database and utilities to make quick, accurate changes to support agent and team assignments.

Customers can now rate FAQ's and Tech Notes using a familiar five-star scale, and top-rated documents from each category appear in separate views.

GS/ServiceDesk is designed for business-to-business customer service and support. It was built from the ground up to help you provide great customer service for software and other technical products that have support and maintenance agreements.

GS/ServiceDesk Version 11 is available now. A full evaluation version is available by registering on the GroupSoft web site. The application runs on all Domino 6.5 or later server platforms including Linux. It supports the Notes client, including Notes 8.5, and recent versions of Microsoft Internet Explorer, Mozilla Firefox, Safari and other web browsers. License fees are based on the number of customer service agents, with unlimited customer self-help access. The license includes incident management, knowledge base, asset tracking and bug tracking modules.

About GroupSoft Systems, Inc.

GroupSoft 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 is an Advanced level IBM Business Partner and a referral partner. Web site:

GroupSoft, GS/ServiceDesk, GS/HelpDesk, GS/SalesDesk, MetaRequest 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.
(617) 544-7687

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