GroupLink @ GWAVACon 2012

Kathryn Thomas
+1 801.335.0743
kthomas@grouplink.net

Aimee Kocinski
+1 801.335.0713
akocinski@grouplink.net

© GroupLink Corporation 2012

Agenda

Welcome and Introduction
everything HelpDesk Differentiators
everything HelpDesk Benefits
everything HelpDesk ZENworks Integration
everything HelpDesk Demonstration
Q&A
Prize Drawing



• World Class Customer Service
- With everything HelpDesk, you receive personalized customer service and support
- Certified partners ensure local services
- More than 3.200 worldwide implementations in over 30 countries
- Free monthly Customer Webinars featuring latest release features, best practices
and other help desk training
- 90% Customer retention rate!
- Work with a smaller, well known company that is an expert in service desk
solutions
- We have been in the Novell market for over 12 years and we have the knowledge
and expertise to ensure you are getting the best solution for your organization



• Ease of use
- Intuitive, easy to use end-user submission form
- Higher adoption rate means more satisfied customers

• Quick and easy configuration
- With just a few clicks of your mouse you can create groups and categories
- Make multiple technician assignments at once
- Administrate drop downs and additional fields according to your specific needs

• Easy Installer
- Easy to use wizard installer comes pre-packaged with all of the software
components needed to run everything HelpDesk: MySQL, Java, Tomcat, and
everything HelpDesk software
- Upgrades are simple - just a click of the button and the
Installer does the rest!


• Internal Asset Tracker
- If you don’t have ZENworks or don’t plan to purchase ZEN you can use everything
HelpDesk’s internal asset tracker
- Import assets
- Tie assets to help desk tickets
- Run reports on troubled assets
- Remote control an asset from a help desk ticket
- No additional costs to purchase an asset tracker (i.e. ZENworks)

• Scheduled Automatic Reports
- Create custom reports to be set on an automatic recurrence pattern
- Reports are automatically generated on a daily, weekly, monthly or yearly basis
- Email the custom reports to the contacts you choose (i.e. management,
technicians, etc.)



• Cross Platform Support
- Runs smoothly on Windows, Linux, Novell OES and MAC OS
- Also Virtual environments are supported
- Use the Database you prefer:
MySQL, MS SQL, Oracle, Sybase or PostgreSQL

• ServiceDesk for any kind of organization
- Tailor made Service Desk structure for nearly any type of organization

- Handle more than just IT-Service requests

- Fits for all industries and organization sizes

-



• 100% Web Help Desk
– Access the help desk anytime, anywhere, from any web device including the
iPhone, Android, and other smartphones
– IE, Firefox, Safari, Chrome and other browsers

• GroupWise, Outlook and SMTP integration
– Status updates and ticket submission are communicated through email integration
– Schedule tasks and appointments with Calendar Integration

• eDirectory/Active Directory integration
– Seamless integration of LDAP for your central repository of your supported client
and customer account information



• Ticket Templates
– Three types of ticket templates used for:
> Routine requests
> Scheduled business tasks
> Work flow for business processes
– Simplify technician work load by automating routine tasks of updating, tracking and
closing help desk tickets

• Access Control List (ACL)
– Give different access to different levels of users, technicians, etc.



• Searchable knowledgebase
– Private and public knowledgebase articles
– Google-like search of articles

• Powerful reporting
– Key performance indicators (KPIs) identify problems or opportunities
– Create customizable and saved reports

• Multi-departmental
– Solution is not just for IT - it can be used for many departments within an
organization (HR, facilities, maintenance, etc.)

• Dashboards
– Gauge real time performance
– Identify trends and quickly respond to critical issues


ZENworks Integration

• Integrated with ZENworks 7, 10 and now 11!

• Tie assets directly to help desk tickets
– The auto-suggest function suggests the user's primary assets or workstation, plus
any other workstations the user has accessed
– These assets can be tied to the help desk ticket

• View all past tickets associated with a ZEN asset
– Simple click of a button shows you all tickets associated with a specific asset
– Track historical hardware changes



• Search ZENworks database straight from the ticket

• Integration with current ZENworks database
– Sybase, Oracle or MS SQL
– No need to import or export assets with this integration

• Stay informed with accurate information
– Access trouble asset reports grouped by ZEN managed devices



• Exclusive to everything HelpDesk! - Launch remote
control sessions for ZENworks assets directly from a
ticket
– Use ZENworks remote control
– everything HelpDesk contains its own VNC for remote control directly from the ticket
– Each time a remote session is started, a history note is placed on the ticket
(includes technician name and time stamp)


everything HelpDesk Latest Release

• User Interface revamp
– Simplified, more uniform look and feel

• Decoupled Location
– Decoupled Location from Ticket hierarchal flow, making it part of the User Account

• ZENworks 11 integration
– In addition to ZENworks 10 and 7

• Access Control List (ACL)
– Allows for different roles (with their accompanying rights and privileges) to be given
to different users

• Userfield handling
- Manage userfields easier and more efficient

Demonstration


Q&A


Giveaway

New iPod Shuffle


Connect with us!

Like us on Facebook
http://www.facebook.com/grouplink.dach (German)
http://www.facebook.com/everythingHelpDesk

Visit Partner Homepage
http://www.inetra.de/helpdesk.htm (German)
http://www.grouplink.com

Follow us on Linked In
http://www.linkedin.com/company/grouplink


Thank you!
Try it yourself:
http://demo.grouplink.net/ehd10demo

Credetials: user/user, tech/tech, admin/admin


Group link 1stsession-gwava_con2012

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