verax trouble ticketing - product presentation

Copyright © Verax Systems. All rights reserved.

Verax Trouble Ticketing Helpdesk & SLA management

DL718


Overview

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Verax Trouble Ticketing is a cross-platform, web-based, comprehensive customer service and support management solution. Verax Trouble Ticketing automates and streamlines service desk and incident resolution process ensuring SLA (Service Level Agreements) compliance.

SLA management Helpdesk

Knowledge base Calendar & scheduling

Verax Trouble Ticketing

Architecture

Copyright © Verax Systems. All rights reserved. 3

Helpdesk

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Tracking of internally and externally reported incidents in a single, centralized location

Intelligent, automatic incident dispatch

Configurable incident lifecycle and statuses that reflect support & service processes and procedures in any organization

Automation of service requests management (routing rules, escalation rules and priorities)

Security and access permissions (access control to incident information through a system of user groups and permissions)

Configurable notification engine


SLA management

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Rapid SLA definition via easy to use GUI

Routing Rules: assigning service requests to specific users or groups

Escalation Rules: sets of rules specifying actions that are taken automatically, e.g. when a service request has not been resolved by its due date

Priorities (priorities of service requests based on predefined parameters)

Time tracking with online progress control

Due dates (ability to set up various due dates and resolution times depending on service types)


Knowledge base

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Instant access to tips and solutions on how to resolve common issues

Quick and simple creation of new knowledge base items with a user-friendly WYSIWYG editor

Improved team performance via effective information sharing and knowledge retention

Rich content (ability to attach files, images, videos and others)


Benefits

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Streamline IT and network operations, ensure SLA compliance and maximize applications and network uptimes

Control incident resolution workflow from assigning tasks to administrators and resolving incidents, to automating workflows and tracking them through to completion

Shorten incident resolution time based on experience-based information stored in the knowledgebase

Ensure that incidents are resolved in a timely manner via fully configurable escalation and notification procedures

Integrate with other Verax applications (e.g. NMS or Workflow) in order to create advanced incident tracking scenarios such as disaster recovery, service provisioning and others


verax trouble ticketing - product presentation

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