Help Desk Authority Professional
Helpdesk Authority Features and Benefits
Active Directory and E-mail Integration
Seamlessly integrates with Active Directory environments to synchronize with user and group information, providing single sign-on functionality. Supports Microsoft Exchange or any SMTP e-mail server platform for automatic e-mail notifications and conversion of e-mails into help desk tickets.
Ticket Lifecycle Management
Manage the lifecycle of help desk tickets completely from creation to close. Tickets can be created from templates, converted from emails, through the self-service web portal or from automated network alerts. Tickets are automatically routed or escalated as needed based on custom business rules. Once resolved, end users are automatically notified and resolution details can be added to knowledge base articles.
Ticket Workflow
Define the rules and conditions when issues should be escalated to ensure key service level or support targets are met. Automatically notify technicians and/or end-users when defined criteria are met. Automatically assign tickets to proper technicians based on skill sets related to ticket criteria. Link related tickets in parent-child relationship to associate multiple incidents related to the same problem.
Issue History
View detailed history of all previous help desk tickets open by a specific user, department, location, or related to specific assets allowing technicians to detect trends and easily view prior resolutions related to similar issues.
Scheduled Reports
Report scheduling gives administrators the flexibility to automatically send daily and monthly status reports. With the option to chose specific days and times, report scheduling ensures reports will be delivered without the time-consuming task of manual distribution.
Comprehensive Reporting and Dashboard
Generate reports and dashboards from issue and asset data. Filter data using custom queries to create specific reports. Pre-defined reports are included that enable you to monitor key performance indicators that are most relevant to help desk performance (e.g. percentage of issues closed on time, number of issues assigned to a particular group or user). Custom reports can be created as needed by using the powerful built-in query capabilities.
Fit the Helpdesk to your Business
Full Customization
Create customized screen layouts and views without any programming knowledge needed. Track data specific to your business including the ability to define required data.
Comprehensive Help Desk Solution
Manage incident and service requests, assets, and knowledge from a single, comprehensive solution.
Multiple Interfaces
With a full featured Windows and Web interface, plus mobile access through an iPhone client, Help Desk Authority allows you to manage your help desk from anywhere, at any time.
Simplified Configuration
The Configuration Wizard gives users the ability to set up Help Desk Authority within minutes of installation. Guided prompts help administrators import technicians, assets and other critical pieces of information. For easiest configuration, Help Desk Authority comes with pre-defined configuration that can be changed at any time.
Sharpen the Help Desk Focus
Priority Mapping
Define requests’ urgency and impact levels with an easy-to-use, graphical priority map. Aligned with ITIL® best practices for incident management, priority mapping gives users the ability to rank their requests – allowing Help Desk Technicians to prioritize their workflow accordingly.
Message board
Enables IT to communicate important updates and information on known issues. Avoids unnecessary phone calls and emails being sent to the help desk and improves productivity.
Self-Service Portal
Provides end users to the ability to create tickets without calling the help desk and to track the status of submitted requests or incidents.Priority Mapping
Define requests’ urgency and impact levels with an easy-to-use, graphical priority map. Aligned with ITIL® best practices for incident management, priority mapping gives users the ability to rank their requests – allowing Help Desk Technicians to prioritize their workflow accordingly.
Knowledge Base
Create knowledge base articles from help desk issues. Allows technicians to search for resolutions to past issues and allows end users to search for FAQs or known issues prior to contacting the help desk.
PLEASE NOTE: EXTRA TECH LICENSES FOR HDA PROFESSIONAL CAN ONLY BE PURCHASED IF YOU HAVE ALREADY BOUGHT HDA PROFESSIONAL (2) TECH LIC LICENSE
DEMO/WEBINAR OF HELP DESK AUTHORITY AVAILABLE, Contact Sales@dbl.co.ukor phone 0845 226 0512 for more details
Enhanced discounts available for Government and State Healthcare, Charities and Education, please contact sales@dbl.co.uk for more details.
PLEASE CALL 0845 226 0512 OR EMAIL SALES@DBL.CO.UK FOR CO-TERM PRICES | 
