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pwalVerax 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. Verax Trouble Ticketing Helpdesk & SLA management Copyright © Verax Systems. All rights reserved. DL718
- 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. Architecture Helpdesk SLA management Verax Trouble Ticketing Calendar Knowledge base & scheduling Copyright © Verax Systems. All rights reserved. 3
- 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. 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. 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. Benefits 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 Copyright © Verax Systems. All rights reserved. 7
- 8. For more information on Verax Trouble Ticketing please visit: veraxsystems.com/en/products/tt Copyright © Verax Systems. All rights reserved. 8