Name: everything HelpDesk
Price: 20 USD
Author: GroupLink

Help Desk

Web and Video Conferencing

Customer Support

Augmented Reality Development

Development

School Management

Education

Board Management

Business Intelligence (BI)

Collaboration

Digital Rights Management (DRM)

Risk Management

Enterprise

Accounting

Accounts Receivable

Budgeting and Forecasting

Subscription Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Build Automation

Cloud Storage

Data Fabric

Email Verification

Firewall Security Management

Fraud Detection

IP Address Management (IPAM)

Infrastructure Capacity Planning

Integration Platform as a Service (iPaaS)

IoT Security

Network Performance Monitoring

Network Simulation

Network Traffic Analysis (NTA)

Output Management

Platform-as-a-Service (PaaS)

SOA Application Gateways

Software Components

Software-Defined WAN

Web Content Filtering

Web Portal

Information Technology

A/B Testing

AI Image Generation

Ad Serving & Retargeting

All-in-One Marketing

Audio Editing

Blogging

Content Management

Email Marketing

Gamification

Local Marketing

Marketing Automation

Mobile Analytics

Product Sampling

Search Engine Marketing (SEM)

Social Media Management

Survey & Forms Building

Video

Video Editing

Web Analytics

Website Builder

Marketing

Job Site Management

Project Management

Waste Management

Writing and Proofreading Tools

Professional Services

Customer Relationship Management (CRM)

Social Commerce

Sales

Security Orchestration, Automation and Response (SOAR)

Security

Architecture

Last Mile Delivery

Legal Case Management

Nonprofit CRM

Physical Therapy

Roofing

Vertical-Specific

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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.

User-Friendly Interface: Many reviewers have praised the software for its user-friendly interface, finding it very easy to navigate and use. The intuitive design and layout of the software make it accessible even for non-technical users.

Efficient Ticket Management: Several users have found the software helpful in managing their tickets efficiently. They appreciate the ability to easily track ticket status and prioritize tasks, allowing them to stay organized and meet deadlines effectively.

Customization Options: The customization options offered by the software have been highly regarded by multiple reviewers. They appreciate being able to tailor the software according to their specific needs, making it a flexible solution that can adapt to different workflows and preferences.

1. Difficulties with Customization: Some users have expressed frustration with the customization options in everything HelpDesk, finding them to be limited and not very intuitive. 

2. Outdated Interface: Several reviewers have mentioned that the interface of everything HelpDesk feels outdated and resembles an old-school menu system, which may give the impression of using a thick client rather than a modern web application.

3. Limited Search Functionality: The search box in everything HelpDesk has been criticized for its limitations, such as lacking sorting options and additional filter options. This can make it challenging for users to find specific information efficiently.

Everything HelpDesk has proven to be an invaluable tool for many organizations, allowing them to solve problems more efficiently and foster seamless communication within their teams. With its user-friendly interface, most staff can easily create tickets without requiring extensive training. Daily usage of Everything HelpDesk has become the norm for tracking work, problems, and solutions within companies of various sizes.

The software's adaptability makes it suitable for a range of departments, including IT and maintenance. While it may lack flashy features and extensive customization options, users have found that it effectively manages tasks and facilitates efficient communication between tech teams and clients. Notably, Everything HelpDesk has gained a reputation for its reliability, with rare instances of glitches or technical issues that require support.

One key use case of Everything HelpDesk is its ability to automatically generate tickets when an email is sent. This feature offers convenience in office environments by streamlining ticket tracking processes. While the end-user ticket submission process is straightforward, it should be noted that the administrative setup may require more effort.

With incident management and knowledge base functions that perform well even in environments with around 300 users, Everything HelpDesk proves to be a dependable solution. Additionally, the software's ease of use, setup, update, and configuration make it particularly favorable among those using Linux server OS.

While some users have experienced delays in customer support response times, where tickets take months to receive a reply, overall feedback on Everything HelpDesk remains positive. Bugs in the software can occasionally take time to be resolved but response times vary depending on the company's schedule. In sum, Everything HelpDesk presents itself as a solid and reliable helpdesk solution that offers conservative yet effective features for organizations seeking streamlined problem-solving and internal communication capabilities.

Basic

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

everything HelpDesk

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.

GroupLink

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.

everything HelpDesk

Overview

What is everything HelpDesk?