Name: USU Enterprise Service Management
Author: USU Software AG

Help Desk

Web and Video Conferencing

Customer Support

Functional Testing

Virtual Reality

Development

Learning Management

Education

Business Intelligence (BI)

Case Management

Collaboration

Document Generation

File Sharing

Supply Chain Management

Workspace Planning

Enterprise

Accounting

CTRM

Digital Banking

Treasury Management

Finance and Accounting

ACA Compliance

Applicant Tracking

Corporate Learning Management

HR Compliance

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Access Gateways

Business Internet Service Providers (ISPs)

Cloud Storage

Enterprise Printing

Fraud Detection

High Availability Cluster

Incident Response

Integration Platform as a Service (iPaaS)

Internet Security

IoT Security

Log Management

Message Oriented Middleware

Network Performance Monitoring

SOA Application Gateways

Sensitive Data Discovery

Unified Communications Monitoring

Vendor Risk Management

Information Technology

A/B Testing

AI Image Generation

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Customer Journey Mapping

Demand Generation

Domain Registration Services

Email Marketing

Market Research

Marketing Automation

Mobile Marketing

Social Media Management

Survey & Forms Building

Technology Review

Video

Web Analytics

Marketing

Field Service Management

Project Management

Writing and Proofreading Tools

Professional Services

Customer Relationship Management (CRM)

Sales Content Management

Sales Performance Management

Sales

Cloud Security Posture Management

Secure Access Service Edge (SASE)

Security

Construction Management

Direct Secure Messaging

Membership Management

Online Voting

Real Estate

Text Analysis

Vertical-Specific

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Smart Link is a software solution designed to facilitate efficient and effective IT self-service management. The product caters to small, medium, and large enterprises, serving the needs of IT professionals, help desk technicians, service desk managers, IT managers, and various industries including finance, healthcare, retail, and manufacturing.

## Key Features

**Self-Service Portal**: According to the vendor, Smart Link offers a user-friendly portal that enables employees to access IT services and support. Users can search for knowledge base articles, submit service requests, and track the status of their requests.

**Automated Ticketing**: The vendor claims that Smart Link automates the process of generating tickets for IT incidents and service requests submitted through the self-service portal. It captures all relevant information from users, ensuring accurate and complete ticket creation and reducing manual effort for IT staff.

**Knowledge Base Integration**: Smart Link integrates with a knowledge base, providing users with self-help resources. It allows users to search for articles, FAQs, and troubleshooting guides to resolve their IT issues. Additionally, it serves as a centralized repository of knowledge for IT support teams to create and maintain articles.

**Incident Status Updates**: According to the vendor, Smart Link sends automated notifications to users regarding the status of their IT incidents. This feature keeps users informed about the progress of their tickets, updates, and resolutions, minimizing the need for users to follow up with the help desk for status updates.

**Service Catalog**: The vendor claims that Smart Link presents a catalog of available IT services within the self-service portal. Users can request services, access detailed descriptions and options for each service, including associated costs or approvals. This feature streamlines the service request process, ensuring users have convenient access to the services they require.

**Chatbot Integration**: According to the vendor, Smart Link integrates with a chatbot to provide users with automated assistance and support. Leveraging natural language processing, the chatbot understands user queries and provides relevant responses. This conversational interface allows users to interact with the chatbot to resolve their IT issues.

**Mobile App Support**: The vendor states that Smart Link offers a mobile application, enabling users to access IT self-service features on their smartphones or tablets. This mobile app provides a convenient and accessible way for users to submit requests, search knowledge base articles, and track ticket status, enhancing user experience and flexibility.

**Multilingual Support**: According to the vendor, Smart Link supports multiple languages to accommodate users from different regions and language preferences. Users can select their preferred language for the self-service portal and knowledge base, improving accessibility and user experience for non-native English speakers.

A solution to digitize a company’s service processes. Based on the same technology as USU IT Service Management (ITSM), it provides a standard set of methods and tools for providing services company-wide.

GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow system for prioritizing tickets.

GrooveHQ

Founded in 2003, Vivantio is a provider of customer service optimization software and solutions for B2B service teams. By combining enterprise-level software with the flexibility of a cloud-based solution, Vivantio provides a unified service management platform. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service.

Vivantio

USU Enterprise Service Management

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

USU Software AG

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

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USU Enterprise Service Management

Overview

What is USU Enterprise Service Management?