COMPLETE HELPDESK MANAGEMENT
FEATURES
Sharpen the Help Desk Focus
Automate routine tasks and empower end-users with self-service tools – keeping the help desk team focused on issues that need their direct attention. Automated functions minimize the amount of time required to resolve common and basic issues:
Automate More Tasks - Let the Help Desk focus on critical tasks by automating the routine ones. Use proactive event management to trigger Help Desk alerts at the exact moment a network problem occurs. Implement automatic assignment rules to eliminate the task of “assigning tasks.”
More Self-Service - Add Password Self-Service to help to eliminate one of the most common user issues. If passwords aren’t the problem, empower users with the self-service portal – the web based solution for creating tickets without calling or emailing the Help Desk.
Empower End-Users - Most users would rather get back to work than sit on the phone. Help them do so with an integrated knowledge base, message boards, and other tools that help users resolve common problems on their own. You’ll reduce help desk call volume and keep the help desk focused on issues that demand their direct attention.
ITIL®-Aligned - Users can set ticket priorities automatically by selecting an “Impact” and “Urgency” level, as recommended by IT Information Library (ITIL) best practice guidelines. Priorities, in turn, help define due dates and service levels within the help desk workflow.
Fit the Help Desk to Your Busines
Shape your help desk to fit your business processes – not the other way around. Customizable elements such as screen layouts, data fields and workflows make Help Desk Authority work the way you want:
One Size Does Not Fit All - Your business is unique, and your help desk operations should reflect that. Help Desk Authority lets you customize reports, dashboards, business rules and data fields, so that your help desk operations reflect the way you run your business.
Easy to Customize - Simplified screen layouts make it easy to customize Help Desk Authority. Add dashboard widgets right from within the dashboard. Interactively construct queries to locate issues and assets. Modify screen layouts to maximize efficiency.
No Programming Required - You won’t need professional services, expensive consultants, months of customization or on-staff programmers to make Help Desk Authority fit your business needs. Any user can customize screen layouts, help desk ticket data, queries, and reports using intuitive interfaces.
Access Your Help Desk from Anywhere - Your business is agile, and your help desk should be too. Access Help Desk Authority from a Windows-based console, Web interface, or mobile client interfaces – keeping your help desk active and in-touch at all times.
Extend Help Desk Capabilities as Needed
Your operating environment is constantly changing, and your help desk should evolve too. Upgrade to Help Desk Authority Enterprise and receive integrated management tools that save time and money, including proactive features that provide automated alerts and remediation capabilities:
Remote Support Right in the Ticket - Add Remote Support Center and assist users no matter where they are, using powerful remote control capabilities. Go “Behind the Screen” and accomplish 40 different management tasks to assist users without taking control of their desktop.
Integrated Inventory Management - Combined with HDAsset, Help Desk Authority easily inventories and manages assets. With the click of a button, Help Desk administrators can get a comprehensive look at hardware and software installations across the company.
Password Self-Service Decreases Help Desk Calls - Add Password Self-Service to dramatically decrease a significant source of Help Desk calls. Eliminate the most common and expensive help desk call: Password resets. Give users a self-service portal that includes flexible user identification and authentication, along with comprehensive reporting features.
Troubleshooting Tool Suite - ScriptLogic's sl360 Troubleshooting Tool Suite consolidates dozens of network monitoring and management tools into a single interface that is fully integrated into the help desk ticket.
Solve Network Problems Faster - Integrate with PacketTrap IT to automatically open tickets for network performance issues, monitor critical applications and services, and automatically remediate network failures. This Event Management solution will make the Help Desk more proactive and productive with event collection and analysis, and automated network map generation.
Identify, Track, and Close Issues
Your help desk’s job is to identify and close issues quickly. Help Desk Authority is a proven solution that helps make that happen, reducing overall issue resolution time and minimizing lost productivity
Integrate with Active Directory - Take requests a step further by integrating Active Directory to sync user and organizational data; Help Desk Authority users and administrators will receive the added benefit of single sign-on capabilities.
A Single Console for Your Help Desk - Manage incidents as well as routine service requests, assets, and even knowledge in a single, intuitive console.
Create and Capture Help Desk Tickets - Create tickets manually, capture e-mailed requests, access the self-service web portal or use PacketTrap’s proactive network monitoring to automatically generate new tickets. Assign tickets to technicians with predefined business rules; then use auto-escalation to bring urgent requests to the top of the list.
Stay on Top of Requests - Generate reports and use customizable dashboards to track tickets, monitor performance metrics, service levels and more. Reports can even be scheduled for automatic generation and e-mail delivery, making it easy to stay in the loop. Get information when it’s needed by accessing Help Desk Authority from the Windows console, Web, or mobile client interfaces.
Two new versions are now available
Helpdesk Authority Enterprise and Helpdesk Authority Professional
Helpdesk Authority is an industry leading help desk software solution, has been helping companies increase customer service satisfaction levels for over 10 years. Recognized for its outstanding feature to price ratio, Helpdesk Authority offers seamless trouble ticket tracking for reducing the entire life cycle of an issue.
If you are looking to improve the efficiency of your help desk, Helpdesk Authority offers comprehensive trouble ticket tracking that is intuitive, customizable and scalable to meet the needs of your business. This robust solution is available for both Windows and Web and is easy to install and implement into any internal or external focused support environment.
