| FEATURE/MODULE |
Help Desk |
Service Desk |
ITSM-ITIL |
Business Units/Departments Included
(Queues)
with Assigned Email Addresses
(e.g. support@acme.com, sales@acme.com, etc.) |
5 |
10 |
Unlimited |
| Additional Queues |
Buy Extra |
Buy Extra |
N/A |
| Number of Agents/Licenses |
From 1 to Unlimited |
From 1 to Unlimited |
From 1 to Unlimited |
| Number of Tickets/Records |
Unlimited |
Unlimited |
Unlimited |
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| Request Management |
 |
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| Incident (Cases) Management (ITIL) |
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| Problem Management (ITIL) |
 |
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| Change Management (ITIL) |
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| Approvals & Sign-off Module (ITIL) |
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| CMDB (ITIL) |
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| Assets Module |
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| Asset Inventory |
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| Asset Scanning Agents |
|
250 Nodes |
Unlimited Nodes |
| Purchase & Contract Management |
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| Configuration Management (ITIL) |
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| Automatic Email to Ticket Creation |
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| Search Module |
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| Knowledge Base Module |
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| Customer Self Service Portal |
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| Email Routing Rules (SLA Management) |
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| Tasks Module (Work Orders/Projects/Jobs) |
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| WorkSheets Module (add spreadsheets to tickets) |
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| Escalations Module |
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| Forms Module |
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| Time & Billing Management |
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| Template Libraries |
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| Canned Responses |
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| CRM Modules |
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| Contracts Module |
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| Email & Correspondence Management |
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| Reporting Dashboard |
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| Hot News Module |
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| Events Module |
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| Ticket Linking (Parent/Child/Multiple) |
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| Document Library Module |
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| Advanced Ticket Logging via Webforms (email XML) |
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| Scheduling Module |
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| Extended Auditing (SAP & SOX compliance) |
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| versaSRS BOOST PACK |
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| Customer Survey Module |
Buy |
Buy |
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| CTI Telephony Integration Module |
Buy |
Buy |
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| Archiver Tool |
Buy |
Buy |
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