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.

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