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GroupSoft Systems GS/HelpDesk Review

Product Snapshot

Technology

GroupSoft Systems GS/HelpDesk is available as an on-premise solution.

Customer Focus

GroupSoft Systems works with enterprise and mid-sized companies.

Selected Customers

ABN-AMRO, Cambridge University Press, Baxter Canada, Flanders Investment & Trade, Delta Dental

About GroupSoft Systems GS/HelpDesk

GroupSoft Systems GS/HelpDesk GroupSoft Systems GS/HelpDesk is a help desk software solution that works inside IBM Lotus Notes to resolve IT service cases. The program can receive a new case via email and move it to the inbox of a rep who is most qualified with dealing with the case’s type. Users can then send out acknowledgements to customers and have their progress towards resolution tracked. In the event that a service rep proves unhelpful, the system can escalate the case to the next level of help and priority. The product tracks all rep and customer activity in complete audit trails, and users can send out feedback surveys upon case completion. Lastly, GroupSoft Systems GS/HelpDesk can monitor the amount of time spent on each service case for each rep.

About GroupSoft Systems
GroupSoft Systems was founded in 1993 and is headquartered in Massachusetts.

GroupSoft Systems GS/HelpDesk Features

  • On-premise help desk software solution
  • Works inside IBM Lotus Notes
  • Receives cases through email and sends out customer acknowledgements
  • Tracks each case’s status in real-time
  • Assigns cases to reps based on reps’ skills
  • Logs all activity in audit trails
  • Can escalate cases to the next step of customer service as needed

 

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