GroupSoft releases GS/ServiceDesk Version 14

May 21, 2012 - Newton, MA

GroupSoft is shipping Version 14 of GS/ServiceDesk, a customer service app that runs on the IBM Lotus Domino platform.

One major enhancement is the addition of an XPages-based Customer Self-Help Interface for browsers. This allows easier customization of the user interface using themes, and offers enhanced performance for some operations. The Notes and legacy web interfaces are also included.

A beta XPages dashboard offers attractive charts using Google Charts, and allows you to select daily, weekly or monthly data. This includes a new breakdown of open tickets by number of days open.

A new memo-to-file feature organizes attachments and large text entries in an embedded view of linked documents, as an alternative to attaching files to the main ticket.

Customer service agents can now update a ticket from any mail-enabled device. In previous versions, agents could only acknowledge or close a ticket using an email.

Over two dozen enhancements were made in this release. Rounding out the offering is an updated Help database with numerous content improvements. Additional context-sensitive Help links were added throughout the app.

GS/ServiceDesk Version 14 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 8.5.3, and recent versions of Microsoft Internet Explorer, Mozilla Firefox, Safari, Chrome and other web browsers. The XPages self-help feature requires Notes 8.5 or later.

Software license fees are based on the number of customer service agents, with unlimited customer self-help access. The license fee includes incident ticketing, change management, problem management, knowledge management, asset management and QA (bug) management. GS/ServiceDesk can also double as an internal IT help desk.

GS/ServiceDesk, like all GroupSoft applications, is licensed with full source code (unlocked design) and is a fully supported product, including real telephone and email support directly from GroupSoft, not an outsourced provider.

About GroupSoft

GroupSoft has been developing help desk and 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 IBM Business Partner. GroupSoft also provides Notes and application development and migration services. Web site:

GroupSoft is a U.S. registered trademark of GroupSoft Systems, Inc. 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.
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