VIZOR ServiceDesk

VIZOR ServiceDesk is a comprehensive helpdesk issue tracking solution for IT end user and customer support. Out-of-the-box functionality facilitates best practices for incident and change management with powerful email integration, SLA support, knowledgebase, teamworking, simple configuration, automatic ticket assignment and a self-service portal.

Powerful IT Service Management Feature-set

Best Practice Processes

VIZOR is ready to use "out-ofthe-box" with best practice ITIL incident, problem and change management processes. VIZOR ensures issues are dealt with promptly and efficiently, so optimal customer service is provided at all times. Linking IT incidents, problems and changes facilitates the simple closure of multiple incidents or problems after a change is implemented.

Email Integration & Automatic Ticket Routing

Emails can be sent and received from VIZOR, eliminating the need to rely on Outlook for your helpdesk. VIZOR analyzes incoming email issues through a powerful mailbox workflow engine. Issues can be automatically allocated to a helpdesk analyst or work team based on issue categorization or keywords in an email subject line or message body.

Self-Service Portal

VIZOR's self-service portal enables IT end users and customers to submit issues, check on the status of existing issues and read knowledgebase articles, without using a support resource. The portal also allows end users to request services they need, with processes in place to manage the approval and deployment.

Automate employee on-boarding / off-boarding

Easily provision IT services such as Active Directory accounts for new employees, and revoke them when they leave with custom provisioning and deprovisioning actions. Automatically create tickets, change requests or automations to support the on-boarding of new employees.

Flexible deployment options in the cloud or locally installed on your premises

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Essential IT Service Management Features

Dashboards & Reports

Powerful dashboards and reports provide helpdesk and other managers in your organization with all the information they need to monitor performance. Trends can be analyzed by time, analyst, topic and other metrics, keeping managers informed and prepared for future incidents.

Active Directory Integration & Single Sign-on

Synchronize user accounts from Active Directory and LDAP directories. With Single Sign-on, users are automatically authenticated and directed to their personal VIZOR homepage without requiring additional sign-on.

Web based Configuration Tools

All user interface elements, data fields, and workflows are customizable with simple web based tools. No developer skills are required to tailor VIZOR to your organization's exact requirements.

Team Working

VIZOR ServiceDesk provides extended team functionality through the Work Team capability. Issues can be assigned to a specific team, manually or through workflow rules. Teams or users are notified of issues assigned to them and may select a particular issue to work on. Additionally, issues can be automatically allocated based on issue categorization or keywords within an email subject line or message body.

Multiple Escalation & SLA Support

Manage the definition, documentation and requirements of Service Level Agreements with customers, departments, contacts and suppliers. Sophisticated escalation rules ensure your service level agreement goals such as response and closure time are met. VIZOR also supports configurable operational hours and holidays ensuring SLA compliance reports are accurate.

Knowledgebase & FAQ

Knowledgebase articles can easily be created to ensure quick and consistent responses to end user requests. Articles can go through an approval process before publication in a public or internal knowledgebase. Approved knowledgebase articles are made available to end-users through the self-service portal.

Surveys & Customer Feedback Analysis

Monitor the level of service being provided with custom satisfaction surveys emailed to the submitter when their issue is resolved. Surveys support simple Yes/No questions, star ratings, comment and multiple choice fields.

Email Notifications & Alerts

Receive notifications when tickets are updated and alerts regarding unattended or stalled tickets. VIZOR automatically notifies the submitter of important events such as new ticket acknowledgment. All notifications can easily be customized to your requirements.

IT Asset Management

VIZOR ServiceDesk seamlessly integrates with functionality in other VIZOR modules such as IT Asset Management. Easily link tickets to assets, providing simple access to asset details from ticket view and reporting on asset reliability.

How VIZOR Helps You

Reduce Workload

Stop wasting time on common IT tasks that can be automated, such as creating accounts for new employees. Reduce the hours you spend on routine jobs and allocate your time to higher priority tasks.

Improve Processes

Shift your focus from micro-managing every step of your processes to overseeing streamlined processes. In addition, customize VIZOR to execute processes unique to your organization or industry.

Centralize Information

Never manipulate a spreadsheet or spend hours finding the data you need again. Trust VIZOR to store the information you already have, and the additional data VIZOR identifies, in one central location.