everything HelpDesk

everything HelpDesk, developed by GroupLink Corporation, is an incident tracking and workflow management software designed to simplify incident requests and streamline ticket management processes. This versatile solution caters to organizations of all sizes, including IT departments, help desk teams, customer support teams, service desk teams, government organizations, education institutions, and healthcare organizations.

Key Features

Simplify incident requests: According to the vendor, users can easily submit requests or incidents through Email-to-Ticket or customizable web-based forms. The software includes an auto-ticket-routing feature to ensure that the appropriate tickets are assigned to the right technician. Additionally, it supports Single Sign-On (SSO) with LDAP authentication.

Increase productivity: The software offers workflow ticket automation using Ticket Templates, allowing users to efficiently manage hardware and software inventory through the Asset Management feature. It also includes a Self-help Knowledgebase to reduce end user incident requests. The software supports multiple departments, such as IT, Human Resources, Facilities, and Maintenance.

Improve user satisfaction: According to the vendor, the software provides a reporting tool to track key performance indicators for technician performance and ticket metrics. Users can schedule reports to be generated and delivered via email on a daily, weekly, or monthly basis. The software also offers automatic ticket escalation and routing based on priority, status, and elapsed time. Users can maintain Service Level Agreements (SLAs) effectively.

Streamline ticket requests: Users can simplify incident submission with the Email-to-Ticket feature. The web-based forms are customizable with required and customized fields, allowing organizations to modify submission forms based on their specific needs.

Ensure security through directory authentication: The software integrates with directory services such as Active Directory (AD), AD FS, eDirectory, and Apple Open Directory via LDAP, ensuring secure user authentication and data security.

Deliver comprehensive reports: Users can generate powerful reports using the built-in reporting tools. The software provides graphical, drill-down reports and real-time dashboards. Reports can be scheduled to be generated automatically on a daily, weekly, or monthly basis.

Manage and automate closure processes: The software allows users to automate closure processes for efficient ticket management. Users can track and manage ticket closure status seamlessly.

Capture real-time data: According to the vendor, users can capture and monitor real-time data through graphical dashboards, allowing them to stay updated on the status and performance metrics of their organization.

Unify workflow and business processes: The software aims to streamline workflow and business processes within organizations, promoting better communication and collaboration among teams.

Report progress: Users can track and report progress on incidents and workflow processes. They can monitor and analyze incident resolution and productivity effectively.