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, support & SLA management
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All rights reserved.
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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.
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3. Architecture
Helpdesk SLA management
Verax Trouble Ticketing
Calendar
Knowledge base
& scheduling
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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.
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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).
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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).
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7. Integration
Out-of-the box integration with Verax NMS
and OSS/BSS Suite.
Open for integration and SOA-ready via SOAP
interface.
Custom-defined and scheduled reports.
User-defined rules across the system for elements
such as: incident categories, SLA monitors,
correlations, automated actions and others.
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8. Business benefits
Streamline service desk process.
Automate incident resolution.
Monitor and report SLA (Service Level
Agreements) compliance.
Integrate service and support processes
across multiple departments.
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9. For more information on
Verax Trouble Ticketing please visit:
veraxsystems.com/en/products/tt