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Help Desk Overview

Help Desk Overview

everything HelpDesk® (eHD™) is a completely web-based, mobile and user-friendly help desk solution. Whether deployed for education, government, healthcare, financial services, or other IT service support functions, this solution increases your effectiveness while reducing your total cost of ownership (TCO).

eHD is designed as the cross platform service desk solution. It runs smoothly on Windows®, major Linux® distributions, Mac® and Novell® platforms. The illustration below demonstrates how eHD integrates with your IT infrastructure.

everything HelpDesk makes business processes and reporting easier with Ticket Templates and Scheduled Reports. Keeping up with tickets and tasks is as easy as checking your email because eHD integrates with Exchange, GroupWise®, Gmail™, and other SMTP servers. Best of all, the eHD application is simple to use for end users and, with world class customer service, Technicians, Managers, and Administrators will have a great experience as well.

eHD Architecture

The HelpDesk system can be accessed via any web browser including Internet Explorer®, Mozilla® Firefox®, Safari® and Google Chrome™ or via any web enabled device including smartphones. eHD is compatible to run on Windows, Linux, Apple® and Novell OES/SLES® operating systems.

HelpDesk runs on top of Tomcat™ and uses LDAP as a portal to authenticate users against the database. Supported databases include MySQL®, MS SQL, Oracle®, PostgreSQL and Sybase®.

eHD System & Features

The 100% Web Help Desk

  • Available on any web browser (IE, Firefox, Safari, Chrome and others) as a fully web based solution
  • Accessible via smart devices, including the iPhone®, Android™ and others

Cross Platform Service Desk Solution

  • Runs smoothly on Windows, Linux, Novell and Mac
  • Operates on any platform, even in mixed environments
  • Requires no applets, Flash® or other plug-ins

Ease of Use

  • Provides an easy, understandable end user experience - your end users will use it!
  • Reduces incident requests and decreases future support costs via the self-help knowledgebase
  • Adapts to every department (IT, Facilities and HR) and can be customized for each
  • Allows an unlimited number of end users
  • Installs easily with all prepackaged software components needed to run the solution (MySQL, Java® and Tomcat™)
  • Quickly and easily configures - in a few quick steps, your help desk will be setup and ready to go!
  • Performs Google-like searches in the quick Ticket search box for different criteria within the Ticket
  • Displays your HelpDesk in over five languages

Reporting with True Business Intelligence

  • Powerfully reports without a third party solution
  • Easily builds management reports that show key statistics and identify problems quickly
  • Shows saved reports with customizable dashboards
  • Constructs powerful filters on all ticket fields including custom fields
  • Creates scheduled custom reports with a recurrence pattern to be automatically run and emailed to selected individuals

Business Process Automation

  • Facilitates workload management by mass updating multiple tickets at once
  • Automates processes with Ticket Templates
  • Manages your business processes and routine tasks with Workflow
  • Contains a built-in asset tracker - import assets, tie assets to help desk tickets, remote control an asset from a Ticket, build reports of troubled assets, track vendors, and create canned reports

World Class Customer Service

  • Includes free training and consultation services
  • Designed to be powerful yet easy to use, resulting in loyal customers - eHD has a 90% customer retention rate
  • Consists of a complete service solution, more than just software

Essential Third Party Integration

  • Supported on Windows, Linux, Mac and OES
  • Integrates with GroupWise or Outlook®/Exchange calendar and email systems
  • Authenticates users via LDAP with eDirectory™, Active Directory® and Apple Open Directory
  • Links with ZENworks®
    - Search ZEN assets within eHD
    - Tie ZEN assets to Tickets
    - Run reports grouped by ZENworks assets
    - View troubled asset reports for ZENworks managed devices
    - Remote control within a Ticket

eHD Resources

Latest Release Features

System Requirements

eHD Customer Success Stories & Testimonials

About GroupLink®

GroupLink was organized in 1996 to enable our customers to increase revenue, manage customer relationships, and deliver world-class customer service.

GroupLink's mission and vision is to provide our customers with world class best-practices Service Desk & CRM/SFA software. Our goal is to consistently deliver high-performance support services, support materials and products that exceed our customers' expectations and leverage their existing IT investments.

Our Commitment to Success

GroupLink believes that if we only provide you with superior support, our service has only been extended half-way. Our commitment is to not only provide you with superior support, but help you provide that same level of service to your end users. This is the standard everything HelpDesk is bringing to the IT community.

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