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100% Web Help Desk
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Access everything HelpDesk from any web-enabled device including many smartphones. This fully web based help
desk is supported on Internet Explorer®, Mozilla®
Firefox®, Google Chrome™, Apple®
Safari® and other web browsers. Increase the
efficiency of your IT staff by giving them access to the web help desk anytime anywhere they have an internet
connection. Give your end users an easy yet intuitive experience with this web help desk software that they will
actually use!
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iPhone® and Android™ Specialized Interface
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eHD™ has an interface that is specifically designed for the iPhone, iPod touch®, and Android. It enables you to quickly
create, modify, and update Incident Tickets directly from your iPhone. The interface is designed to feel natural
and flawlessly smooth to your touch. It also has powerful features that allow you to call or email ticket
contacts directly from the ticket with the touch of your finger.
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Ease of Use
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Ensure that your end-users will use the help desk with the intuitive, easy to use, web based ticket
submission form. The submission form displays required and customized fields and can be modified based on
your organization's needs. This all in one incident management software solution and its simple yet powerful
ticket submission form gives you the ability to prioritize and escalate tickets, automate your business
processes and support multiple departments.
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Unlimited End Users
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Never worry about the number of users that submit incident tickets. With everything HelpDesk, an unlimited
number of end users can log and track incidents, check status, edit their own details and search the online
knowledgebase via any browser.
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Multi-Departmental Service Desk Solution
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Leverage your help desk ticketing system across multiple departments. everything HelpDesk can be customized
to fit the needs of many departments within an organization including IT, Human Resources, Facilities,
Maintenance and more. This will save your organization the time and money of purchasing a separate solution
for each department. Create groups and intelligently route tickets to the correct department and technician
in each department based on the technician's expertise.
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World Class Customer Service
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Save money on your help desk software with free training and consultation services from GroupLink®. GroupLink
prides itself on great customer service. With a retention rate of over 90%, you can rest assured that you
will be taken care of. By purchasing eHD, you are purchasing more than a software package; you receive a
complete service solution.
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Internationalization and Localization
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View everything HelpDesk in multiple languages including German, Dutch, Finnish, Swedish, French, Italian,
Spanish, Portuguese, and others. Give your technicians and end users the ability to submit and modify
tickets in their language. All aspects of the help desk can be viewed in these languages including ticket
submission, reports, knowledgebase, ticket searches, surveys and more.
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Email and Calendar Integration
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Lower your total overall costs (TCO) by leveraging a truly integrated service desk. everything HelpDesk
features essential integration with Outlook®/Exchange, GroupWise®
and SMTP (Gmail™, Yahoo!®, Hotmail®, etc.)
email clients. Technicians receive notification when a ticket is submitted while end-users receive
notifications of ticket updates, ticket changes or ticket completion. The Outlook/Exchange and GroupWise
integration also allows technicians to schedule appointments and perform busy searches of end-user's
calendars.
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Email to Ticket
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Decrease the amount of time your end users spend submitting a ticket with the simple email to ticket
functionality. The full service help desk software automatically converts an email to a help desk ticket
from the email address or addresses that you create in your current email system.
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ZENworks® 10 Integration
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Experience the first and only ZENworks 10 integrated service desk solution, everything HelpDesk. The help
desk features integration with this powerful and effective software and hardware asset management solution.
With this integration you can search ZEN assets directly from help desk tickets, run and save reports grouped by
ZENworks assets, tie ZEN assets to help desk tickets, and more.
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Directory Integration
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Authenticate unlimited users through LDAP using Microsoft®'s Active Directory®, Novell®'s Directory Services
(eDirectory™), or Apple's Open Directory, ensuring instant user authentication from a central repository.
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Cross Platform Service Desk Solution
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Use this fully web based service desk solution no matter what platform you are tied to, even mixed
environments. This solution runs smoothly on Mac OS®, Windows®, Linux® and Novell. Being written in Java®, the
help desk runs on any server with Java 5 installed. To access the web based help desk, you only need a web
browser. No applets, Flash®, or other plug-ins are required.
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Backend Databases
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eHD is designed to store its information on a wide array of SQL databases for powerful database
relationships. eHD supports MySQL® 5.0 or higher, Oracle® 9i or higher, MS SQL Server® version 2000 or higher,
PostgreSQL 7.3 or higher, and Sybase® 15 or lower.
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Asset Discovery
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Integrate your help desk with UVexplorer, a network discovery solution. UVexplorer discovers all network
devices, including printers, servers, switches, and more. This solution also provides detailed analysis
of the network and connected devices, including network connection information, system information, and
more. Additionally, import discovered devices into everything HelpDesk's asset tracker to
track the assets and incidents associated with each.
Learn more about UVexplorer.
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Asset Management
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Effectively manage your hardware and software inventory and the clients they are assigned to. Import your
assets directly into the help desk using UVexplorer
or import from a spreadsheet. Tie these assets to help desk tickets and create reports based on these
trouble tickets giving you the ability to calculate warranty and lease end dates, manage downtime of
assets and negotiate with vendors based on how frequently assets are having trouble. Use the built-in
help desk asset tracker across multiple departments and locations. eHD also features powerful
integration with ZENworks, the premier asset management software.
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Business Process Automation Using Workflow
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Create an automated structure with workflow. Set up tickets to launch in sequence, one task to launch when
the previous task has closed, or launch multiple tickets simultaneously. With workflow everything HelpDesk
is more than a help desk, it is also a project management and incident management solution.
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Fully Customizable Ticket Screen View
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eHD's main ticket screen view is 100% customizable. You can make, name, and order your own unique tabs
utilizing your own saved Ticket Filters as engines. Display the ticket properties you desire: estimated
completion date, contact, survey results, location, status, and much more. Not to mention your custom
fields! Unlike many other service desk solutions, eHD will not force you to use their pre-defined default
views of tickets and ticket management. With eHD you are the boss! eHD also bolds new request
tickets, just like your email client, for efficient ticket management and prioritization. Also, Incident Tickets are
uniquely flagged when an update is made by the End User or another Technician or Manager.
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Export to PDFs and Excel® Spreadsheets
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From your Ticket Screen as well as any Ticket Results Screen you can export the list of Tickets and/or
reports to PDFs and Excel Spreadsheets. This allows you to email these reports to bosses or colleagues as
well as use the loved Excel functions to manipulate your ticket lists and reports.
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Business Process Automation Using Ticket Templates
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Stay one step ahead of your business processes and routine tasks with ticket templates. Use the schedule
calendar utility to schedule routine tasks or business processes to run daily, weekly, monthly, or yearly.
The utility can also be used to schedule tasks to run on a specific date as well as reoccur for a specific
number of times and during an identified time range. Each of these tasks, which can be assigned to a
predetermined technician as well as span multiple departments, is a separate ticket with step by step
instructions for completing business processes. Plus, eHD gives you the ability to tie assets to these
tickets, track any needed repairs or comments in the history record of the ticket and attach images,
pictures or files directly to the ticket. These features make everything HelpDesk the ideal service desk
solution for business process automation and to use as preventative maintenance software or facilities
management software.
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Auto Assign Tickets
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Assign help desk tickets automatically based on location, category, category option, and more. Determine the
technician that should be assigned to each ticket based on skill set, work-load, schedule and other factors.
Help desk tickets can be routed to the ticket pool and assigned by management to technicians or selected by
the technicians as they become available.
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Ticket Escalation and Service Level Agreements (SLAs) with the Scheduler
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To help you create and maintain your Service Level Agreements (SLAs), eHD uses the scheduler to create
automatic ticket escalation and routing based on things like Priority, Status, and Elapsed time frames from
either Created Dates or Modified Dates of the ticket. You can automatically change the status or priority of
certain tickets or send out custom emails if a certain ticket matches your outlined criteria. Each one of
these Service Level Agreements (or tasks) can be run or stopped at anytime in the system for easy management.
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Mass Ticket Updates
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The mass ticket update feature is designed to stop wasting time updating tickets one at a time. Better manage
your ticket loads by updating things like Ticket Work Time, Contact, Assignments, Statuses, even History
Comments, and more. You can update one property at a time or multiple properties all in one pass. eHD also
allows for better Incident Management with the ability to link same type incident tickets to one parent
ticket!
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Reporting with True Business Intelligence
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The built-in reporting tool allows you to create easy yet powerful graphical reports (HTML or PDF), no third
party solution necessary! The reporting tool gives you key performance indicators (KPIs) which show
technician performance, technician workloads, areas that need improvements or are problematic, tickets by
locations, end-users that may need extra help or training, and what issues are most problematic. Use these
reports to improve your organization and justify to management the costs associated with your staff. Create
and report on your own custom fields. Boolean operators give you precision data mining power for your
business intelligence. Name, Save, and Save As functions provide private and public filters and reports
unique to you or your entire team.
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Scheduled Automatic Reports
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Also, exclusive to eHD are Scheduled Automatic Reports. Have your custom reports set on a scheduled
recurrence pattern to automatically run and email your boss, and any other individuals you desire, in time
for your weekly meetings. Reports now come to you, with the correct numbers and on time, as if your
administrative assistant slaved all day to produce them. No more number crunching right before meetings!
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Dashboards
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Give management the ability to gauge real-time performance with dashboards. With eHD, you can create
customized dashboards based on saved trouble ticket filters. This will help identify trends so you can
quickly respond to critical process issues including work order management, incident management, ticket
tracking and others. Choose the gauges and dials you want to display your key performance indicators (KPI's)
and easily arrange and customize the look of the dashboard to your preference.
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Self-Help Knowledgebase
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Reduce end-user incident requests with the self-help knowledgebase. Key information is collected and stored
in the knowledgebase, decreasing future support costs on an ongoing basis. Knowledgebase articles are
accessible by technicians and end-users and can be set up to be private or public and viewed only by the
people you allow. everything HelpDesk's Knowledgebase features the ability to perform a Google-like search
of help desk articles that you can create and customize. Plus, convert closed incident tickets into
knowledgebase articles.
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Surveys
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Increase end-user satisfaction with configurable surveys. Surveys can be launched based on any category
options you want. The help desk surveys are launched once a ticket is closed and provide you with
valuable feedback on the end-user experience. Powerful reports can be run on the survey results, giving you
an overall view of your customer service.
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