TroubleTicketing - product presentation

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Verax Trouble Ticketing is a comprehensive customer service and support management application automating and streamlining service desk and incident resolution process, and ensuring SLA (Service Level Agreements) compliance.

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TroubleTicketing - product presentation

  1. 1. Verax Trouble Ticketing Helpdesk, support & SLA management Copyright © Verax Systems. All rights reserved.DL718
  2. 2. Overview 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. Copyright © Verax Systems. All rights reserved. 2
  3. 3. Architecture Helpdesk SLA management Verax Trouble Ticketing Calendar Knowledge base & scheduling Copyright © Verax Systems. All rights reserved. 3
  4. 4. Helpdesk 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. Copyright © Verax Systems. All rights reserved. 4
  5. 5. SLA management 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). Copyright © Verax Systems. All rights reserved. 5
  6. 6. Knowledge base 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). Copyright © Verax Systems. All rights reserved. 6
  7. 7. Integration Out-of-the box integration with Verax NMS and OSS/BSS Suite. Open for integration and SOA-ready via SOAP interface. Custom-defined and scheduled reports. User-defined rules across the system for elements such as: incident categories, SLA monitors, correlations, automated actions and others. Copyright © Verax Systems. All rights reserved. 7
  8. 8. Business benefits Streamline service desk process. Automate incident resolution. Monitor and report SLA (Service Level Agreements) compliance. Integrate service and support processes across multiple departments. Copyright © Verax Systems. All rights reserved. 8
  9. 9. For more information onVerax Trouble Ticketing please visit: veraxsystems.com/en/products/tt

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