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HELP DESK
IT SERVICE MANAGEMENT
GroupSoft Systems GS/HelpDesk Review
Product Snapshot
Product Pricing
Contact vendor directly for pricing information.
Technology
Product is available as an on-premise solution.
Customer Focus
Vendor works with midsize and large enterprises.
Select Customers
ABN-AMRO, Cambridge University Press, Baxter Canada, Flanders Investment & Trade, Delta Dental
About GS/HelpDesk
GS/HelpDesk is internal IT service management software for IBM Notes/Domino designed to support commonly implemented ITIL service support processes including incident management, problem management and change management. The platform enables service agents to create, update and close incidents via mobile interfaces for iPhone and Android, update and close service requests via email on any device type, and is equipped with archiving and data loading agents.
The software provides service agents with ‘My Assignments’ views personalized per each agent and built to display only that specific agent’s open items, sends customer acknowledgement emails when customers submit incident requests both manually and automatically, and provide users with a library of email templates with incident field-merge capabilities. Additionally, the platform is designed to automatically assign tasks and cases to specific agents or groups based on request category or type, automates priority assignment processes based on incident class, and tracks time-to-acknowledge and time-to-close separately.
About the Company
GroupSoft Systems was founded in 1993 and is headquartered in Massachusetts.
GS/HelpDesk Key Features
- Help desk staff profiles displaying training and certification information
- Automatically sends customer satisfaction surveys via email
- Built with four predefined workflow functions
- Time-stamped activity audit trail tracking
- Built-in RSS feed
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