Apsyware

Leading Help Desk solution that can be accessed either by a browser or a Notes client. Ticket for an incident can be created and monitored via browsers. Was awarded by Ernst Young Rubicam as the best industry solution in France.

(24 January 2000)

TechFlow Inc.CA

Call tickets, escalation procedures, skills based incident routing & assignment, generation of end-user profiles, pager or e-mail enabled forms, built-in archiving etc.

(10 September 1998)

TJ Tieto Plc.

Has three basic modules. TJ SOLVER, includes case workflow management, time reporting and invoice registration. The TJ KNOWLEDGE BASE module is used for the management of all the format-free information on products, systems and services . TJ INVENTORY is a register that contains the basic data on all products and services.

(5 August 1999)

netConnections Ltd.

Provides the ability to register calls, track technician activity and control inventory, thus building a knowledge base of information for later use. The status of help desk requests can be monitored and up-dated at all times. Also allows to store profiles for each employee and their computer system.

(15 November 1999)

Velocity Integrations Software, Inc.

The VI Service Desk is a Lotus Notes based Help Desk solution that provides all the tools necessary to quickly manage incidents from initial point of contact to resolution in a rapid, highly intuitive, and uncluttered operating environment.

(15 August 2005)

GWI SoftwareWA

Lotus Notes/Domino/Web based IT helpdesk solution. This Beacon Award wining application includes full incident generation, routing, tracking and reporting as well as SLA features and a robust Knowledge Management engine. Complete web functionality for technicians and end users is also available.

(15 March 2000)

Emerging Technology Solutions, Inc.CO

An integrated support solution that offers complete call management, call tracking, asset management, problem resolution and problem reporting with all the functionality of Lotus Notes and Domino.

(16 December 1998)

COHERIS ATIX

Organized around the following functional modules: daily call management, customers' address book, file follow-up, knowledge management, intervening parties and qualification address book, environment and failure management. The integration of AX-Care to the ASTEL-Line CTI middleware meets very well the needs for an efficient call center.

(19 July 1999)

HPC Technologies, Inc.MA

Best suited for support centers that support external customers, it implements Self-service web features, Web-based, threaded discussions areas, Incident Management, problem categorization, Knowledge Management, Customer Management, Support Contract Management etc.

(17 February 1999)

Automation CentreAZ

On-line tool for users and support staff that streamlines the processes involved in a support call. It interfaces with Asset Tracker to allow direct access to asset information, including a history of hardware/software issues and problems.

(5 May 1999)

IT FACTORY

Consists of eight integrated and customizable applications built upon the standardized ITF architecture: Customer Service, E-Commerce, Help Desk, Human Resources, Marketing Management, Office Automation, Project Management, Sales Force Automation.

(2 July 1999)

YOUR SYSTEM

The application allows to easily enter user requirements for change, improvable ideas, requirement answers and to monitor and control the process of individual problem solutions. It also finds out the states of particular requests, support team information, solution times, statistics of the requests being solved, etc.

(9 September 2003)

Caliburn Technology, Inc.IL

Gives everyone in a company a consolidated place to get all information related to a customer support call. Also facilitates quick resolutions by offering a knowledge base and keeps track of all types of assets. Can automatically send and tally follow-up surveys and generate reports.

(25 October 1999)

Commonsense, Inc.NY

Call tracking, problem solving, service scheduling and asset with built-in call escalation and knowledge base features as well as task management, appointment scheduling and statistical reports functionalities.

(8 September 1998)

ASECS Pty Ltd VIC

Improved Service Delivery, Effective Management Control, Automated Escalation Process, FAQ Knowledgebase, Asset Register Information, User Logging and Monitoring etc.

(25 December 1998)

HPC Technologies, Inc.MA

Best suited for IT Help Desks supporting internal customers, this system implements Incident Management, up to three levels of problem categorization, Knowledge Management, Customer Management, Asset Management, Asset Repair Management etc.

(17 February 1999)

GroupSoft Systems, Inc.MA

Full-featured internal help desk solution. Separate browser interfaces for customers and support staff. Acknowledge and close items from any PDA. Tracks incoming and outgoing email. Includes timesheets, project management, asset inventory and knowledge base.

(7 June 2000)

Intraware AG

Consists of inventory management, service call management, knowledge database and workflow engine modules.

(22 June 1999)

Automation Centre

Support Tracker is a Web-enabled Lotus Notes help desk solution which eases the workload of your IT support departments and accelerates the problem-response-resolution process for optimal operational efficiency, all through the Lotus Notes / Domino messaging platform already in place.

(1 May 2006)

EPC Services-ConseilsPQ

Integrated tools that help process requests and solve problems faster. One can easily follow-up support requests and track their progress.

(26 January 2000)

eCommerce Solutions & ResourcesON

Open Help Desk and incident tracking system. Includes real time chat, full web interface, caller history, hierarchical routing, with skills based routing, 24x7 or business day escalation rules, Knowledge Base etc.

(6 July 1999)

fireDancer TECHNOLOGIES

Incorporating integrated knowledge base, call logging, contact management and reporting systems, helpCentre allows one to track customer problems through all stages of the call logging and monitoring process. Has a browser interface too.

(26 January 2000)

GSX Groupware Solutions

Works with any E-mail system, supports Task Assignments, Reminders, and Problem Archiving in a Knowledge base.

(9 January 1999)

ANALYSIS GmbH

Full-fledged helpdesk software containing Assets Inventory, Service Call Management, Knowledge Base etc. (German product).

(8 January 1999)

cuttingEDGE Technologies

Lotus Notes based hardware and software management information system (in German langauage).

(15 February 1999)

United System Solutions Inc.ON

Implements logging, tracking, escalating and reporting trouble tickets. Integrates call tracking, problem logging, knowledge accumulation, client maintenance and asset management. Has links to the Internet, Lotus Notes Pager Gateway, and the Notes Fax server. Integrates with CARMA (Contact Management/SFA) for complete Customer Relationship Management.

(28 July 1999)