GroupLink Presentation GWAVACon 2012

1. 15th-17th October 2012
GroupLink’s everything HelpDesk
Help Desk Trends with Version 10
Dominic Mohr
inetra de GmbH
Value Added Distribution
dominic.mohr@inetra.de

2. GroupLink @ GWAVACon 2012
Kathryn Thomas
+1 801.335.0743
kthomas@grouplink.net
Aimee Kocinski
+1 801.335.0713
akocinski@grouplink.net
© GroupLink Corporation 2012

3. Agenda
Welcome and Introduction
everything HelpDesk Figures and Facts
everything HelpDesk Version 10 what’s new?
everything HelpDesk Demonstration
everything HelpDesk Roadmap Update
Q&A
Prize Drawing
© GroupLink Corporation 2012

4. GroupLink Figures and Facts
• In the Novell market for over 12 years
• More than 3.200 worldwide implementations in over 30 countries
• Customers in all industries
• Work with a smaller, well known company that is an expert in
service desk solutions
• Certified partners ensure local services
© GroupLink Corporation 2012

5. Help Desk Figures and Facts
• Comprehensive HelpDesk Solution
- Web based and mobile HelpDesk (supports iPad, iPhone, Android, Blackberry)
- Easy to use Knowledgebase (public and private)
- Integrated Reporting Engine
- Ticket Templates for more efficient ticket handling
- Internal Asset Tracker
- Graphical Dashboards
- Enduser Survey
- Business Process Automation
© GroupLink Corporation 2012

6. Help Desk Figures and Facts
• Technical Aspects
- Runs smoothly on Windows, Linux, Mac OS and Novell OES (VMWare)
- Supports MySQL, MS SQL, Oracle, Sybase and ProstgreSQL
- Novell ZENworks integration (ZCM 7 - 11) without additional costs
- LDAP/LDAPS Integration with eDirectory, Active Directory and Apple Open
Directory
- Calendar Integration via SOAP-Connector
- Full eMail integration supporting SMTP / SMTPS
- Mal importer “eMail2Ticket”-Feature supports
POP3 / POP3S and IMAP / IMAP4S
© GroupLink Corporation 2012

7. 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
© GroupLink Corporation 2012

8. Demonstration
© GroupLink Corporation 2012

9. Q&A
© GroupLink Corporation 2012

10. Giveaway
New iPod Shuffle
© GroupLink Corporation 2012

11. 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
© GroupLink Corporation 2012

12. Thank you!
Try it yourself:
http://demo.grouplink.net/ehd10demo
Credetials: user/user, tech/tech, admin/admin
© GroupLink Corporation 2012