everything HelpDesk [Ease of Use] [100% Web Help Desk] [Business Process Automation] [World Class Customer Service]

Transcription

1 everything HelpDesk [Ease of Use] [100% Web Help Desk] [Business Process Automation] [World Class Customer Service] [Essential Third Party Integration] [Cross Platform Service Desk Solution] [Reporting with True Business Intelligence] GroupLink Corporation

2 everything HelpDesk everything HelpDesk (ehd ) is a completely web-based, mobile and userfriendly help desk solution. Whether deployed for education, government, healthcare, financial services, or other IT service support functions, this solution increases your effectiveness while reducing your total cost of ownership (TCO). ehd is designed as the cross platform service desk solution. It runs smoothly on Windows, major Linux distributions, Mac and Novell platforms. The illustration below demonstrates how ehd integrates with your IT infrastructure. everything HelpDesk makes business processes and reporting easier with Ticket Templates and Scheduled Reports. Keeping up with tickets and tasks is as easy as checking your because ehd integrates with Exchange, GroupWise, Gmail, and other SMTP servers. Best of all, the ehd application is simple to use for end users and, with world class customer service, Technicians, Managers, and Administrators will have a great experience as well. About GroupLink GroupLink was organized in 1996 to enable our customers to increase revenue, manage customer relationships, and deliver world-class customer service. GroupLink s mission and vision is to provide our customers with world class, best-practices Service Desk & CRM/SFA software. Our goal is to consistently deliver high-performance support services, support materials and products that exceed our customers expectations and leverage their existing IT investments. ehd Architecture The HelpDesk system can be accessed via any web browser including Internet Explorer, Mozilla Firefox, Safari and Google Chrome or via any web enabled device including smartphones. ehd is compatible to run on Windows, Linux, Apple and Novell OES/SLES operating systems. HelpDesk runs on top of Tomcat and uses LDAP as a portal to authenticate users against the database. Supported databases include MySQL, MS SQL, Oracle, PostgreSQL and Sybase. Internet Explorer Firefox Safari Other... Exchange, GroupWise, Gmail, Yahoo! & other SMTP Server Collaboration Intranet/Internet Built in Reporting for Business Intelligence iphone ipod Touch Blackberry Other GroupLink Corporation J2EE Compliant Application Server (Tomcat, JBoss, Websphere) (Windows, Linux, Novell, Macs) Data Management... LDAP Security Built-in MS SQL MySQL Oracle Active Directory edirectory ehd Database

3 ehd System & Features The 100% Web Help Desk Available on any web browser (IE, Firefox, Safari, Chrome and others) as a fully web based solution Accessible via smart devices, including the iphone, Android and others Cross Platform Service Desk Solution Runs smoothly on Windows, Linux, Novell and Mac Operates on any platform, even in mixed environments Requires no applets, Flash or other plug-ins Ease of Use Provides an easy, understandable end user experience - your end users will use it! Reduces incident requests and decreases future support costs via the self-help knowledgebase Adapts to every department (IT, Facilities and HR) and can be customized for each Allows an unlimited number of end users Installs easily with all prepackaged software components needed to run the solution (MySQL, Java and Tomcat) Quickly and easily configures - in a few quick steps, your help desk will be setup and ready to go! Performs Google-like searches in the quick Ticket search box for different criteria within the Ticket Displays your HelpDesk in over five languages Reporting with True Business Intelligence Powerfully reports without a third party solution Easily builds management reports that show key statistics and identify problems quickly Shows saved reports with customizable dashboards Constructs powerful filters on all ticket fields including custom fields Creates scheduled custom reports with a recurrence pattern to be automatically run and ed to selected individuals Business Process Automation Facilitates workload management by mass updating multiple tickets at once Automates processes with Ticket Templates Manages your business processes and routine tasks with Workflow Contains a built-in asset tracker - import assets, tie assets to help desk tickets, remote control an asset from a Ticket, build reports of troubled assets, track vendors, and create canned reports Client Login Request: Internet Browser 1. Client logs in with username and password 8. Confirmed authentication; shows appropriate role screen after login 2. Information is passed here Application Server TOMCAT World Class Customer Service Includes free training and consultation services Designed to be powerful yet easy to use, resulting in loyal customers - ehd has a 90% customer retention rate Consists of a complete ser- vice solution, more than just software Essential Third Party Integration Supported on Windows, Linux, Mac and OES Integrates with GroupWise or Outlook/Exchange calendar and systems Authenticates users via LDAP with edirectory, Active Directory and Apple Open Directory Links with ZENworks - Search ZEN assets within ehd - Tie ZEN assets to Tickets - Run reports grouped by ZENworks assets - View troubled asset reports for ZENworks managed devices - Remote control within a Ticket 2011 GroupLink Corporation 7. Return user roles: -technician -administrator -manager -user Database users table 5. Request to match roles and permissions 6. Matched username and password in the database - look up roles for this user 4. Match request completed 3. Authorization request passed to LDAP - attempt to match username and password LDAP (edir/ads)

4 Our Commitment to Success GroupLink believes that if we only provide you with superior support, our service has only been extended half-way. Our commitment is to not only provide you with superior support, but help you provide that same level of service to your end users. This is the standard everything HelpDesk is bringing to the IT community. Latest Release Features Changes to My Tickets Screen Export selected Tickets from the My Tickets screen Perform a quick Google-like search in the upgraded quick Ticket search box for criteria such as Location, Group, Category, Category Option, Subject, Note, History Subject, and History Note New Android Interface Create, modify, and update Incident Tickets directly from your iphone or Android Easily use and operate ehd on your smartphone with the iphone and Android specialized interface Call or the Ticket contact directly from the Ticket Improved Internal Asset Tracker Remote control an asset from within a Ticket More easily import assets and vendors, and append assets when importing Search on assets in the Ticket Search Enhanced to Ticket Feature View the address of the anonymous account in the Contact field of the Ticket Create new user accounts, use anonymous accounts, or do not allow unrecognized users Modified Ticket Search Search for a specific technician s Tickets more quickly and easily with the enhanced Technician Ticket Search. Technicians who belong to more than one group will only be listed once. Further analyze Technicians Tickets by adding Group to the search criteria Success with everything HelpDesk K-12 Going from a client install of our previous help desk software to everything HelpDesk, a web-based application, was like going from horse and buggy to a fully loaded race car. Christel Powell, Danville School District Prior to using everything HelpDesk, we didn t know how many incidents we were solving. The squeaky wheel got the grease and incidents were missed and forgotten. Since implementation, end user satisfaction has increased tremendously. - Sandra Simola, Regional District of Fraser-Fort George Government The question we heard most in IT was, What do I do next? Now with HelpDesk we simply point them in the right direction and off they go, providing our personnel with the means to access information and in doing, successfully fulfill their responsibilities in a timely and user-friendly way. - Jay Carlson, City of Naperville Higher Education Your HelpDesk software is way too cool. As an administrator I was able to go in with zero training and use the knowledgebase portion with ease. The system proved to be very user-friendly that is something we had to have for our students and faculty. - George Bittles, Ivy Tech State College Healthcare We now have a 94% response time, which means all requests are handled within the first 5 minutes we have decreased our phone calls to the help desk by over 70%, with end user satisfaction at an all time high. - Teresa Stillwell, Catawba Valley Medical Center 2011 GroupLink Corporation

5 Contact Us To find more information and register for a demo, please visit: or us at info@grouplink.net For a free 30 day trial download visit: GroupLink 563 W. 500 S. Ste 400 Bountiful, UT ehd System Requirements Client Machine Web-Browser Requirements - Internet Explorer 7 or higher - Firefox 2.5 or higher - Safari 4 or higher - Google Chrome 6 or higher Supported Mobile Devices - Android Mobile Devices v1.1 or higher - Blackberry Bold v4.6 - Blackberry Curve v4.6 - iphone v3.0 or higher - ipod touch v3.0 or higher - Windows Mobile v5.2 or higher Server Machine System Requirements - Minimum of 2 GB of RAM - Java-J2SE 1.5 or higher - J2EE compliant application server (Tomcat, JBoss, Websphere, or Weblogic) - One of the Following Operating Systems: o Microsoft Windows (XP, Server 2000 or higher) o Major Linux Distributions (Ubuntu, RedHat, Fedora) o Novell OES, OES2, SUSE, SLES 9 or higher o Mac OS X 10.4 or higher - SMTP Server (required for sending outgoing notifications)* - POP 3 or IMAP compatible mail server (required for to ticket feature)* - Active Directory, edirectory or Apple Open Directory (required for LDAP integration)* Database Requirements - Minimum of 1 GB free Hard Drive Space (expandable as needed) - One of the Following Database Servers: o MySQL (5.0 or higher) o PostgreSQL (7.3 or higher) o Oracle (9i or higher) o MS SQL Server (v or higher) o Sybase (15 or lower) * Not required for core ehd functionality. Dec 2011 ehd GroupLink Corporation. All rights reserved For the most up-to-date System Requirements visit our website

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