GroupSoft Systems Announces Upgrade to Flagship Help Desk Software for Lotus Notes/Domino

ORLANDO, Fla., January 26, 2004 -- GroupSoft Systems, Inc. today announced Version 9 of GroupSoft HelpDesk, the company’s flagship product for internal IT help desk call tracking, asset management and knowledge management.

GroupSoft HelpDesk Version 9 extends the IT support portal concept from the Web browser to the IBM Lotus Notes client, allowing users to easily tailor the product to their user interface preferences. Performance tracking data has been expanded and grouped for easy reference, enhancing what was already one of the most highly evolved call tracking solutions for the Lotus Notes and IBM Lotus Domino platform. GroupSoft HelpDesk tracks the time-to-acknowledge, time-to-close, total elapsed time and total elapsed business hours, as well as time spent by each technician.

GroupSoft HelpDesk includes an automatic email survey function with an opt-out feature and adjustable sampling frequency. An export feature allows point-and-click selection of fields and CSV or XML output. Users can submit help requests via email or a simple web interface. Help desk technicians can create a ticket from an item in their personal mail boxes with a single click.

GroupSoft HelpDesk is compatible with Lotus Notes and Domino 5 and Notes and Domino 6 on all platforms including Linux. 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. Support is provided by a dedicated account representative who is a full-time employee of GroupSoft Systems, not an outsourced resource.

GroupSoft HelpDesk can only be licensed directly from GroupSoft Systems. We have customers in over a dozen countries. A full evaluation version can be requested via the GroupSoft Systems web site. A telephone-based product walk-through is recommended to fully appreciate the productivity and reporting features available in the latest release.

GroupSoft HelpDesk Version 9 is expected to ship in the third quarter of 2004.

GroupSoft Systems, Inc.
(617) 544-7687
www.groupsoft.com


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