Help Desk
Authority® Professional
is a
help desk
software
for small to
businesses.
It can be easily
customized
to your specific
business requirements.
It provides a range of
self-service and
automated functions to
enable IT to focus on
the most
important issues
and can be upgraded to
include powerful,
integrated
management tools
as your business and/or
network environment
grows, empowering
the help desk team to
immediately diagnose
and resolve
issues from within help
desk tickets.
KEY BENEFITS
IDENTIFY, TRACK AND
CLOSE ISSUES FASTER
The primary
purpose of the help desk
is identifying and
closing issues
quickly.
Implement a proven help
desk solution that
maximizes
productivity.
Reduce the overall issue
resolution time and
minimize
expensive user
downtime.
FIT THE
HELP DESK TO YOUR
BUSINESS
Shape the
help desk to fit your
business processes, with
customizable
elements such as
screen layouts, data
fields, help desk ticket
workflows, and
reports. Naturally, you
can evolve the help desk
functionality
over time as your
business grows.
SHARPEN THE HELP DESK
FOCUS
Automate
routine tasks and
empower end-users with
multiple selfservice
tools so the help
desk team can identify
and prioritize their
focus on critical
issues. Using automated
functions minimizes the
amount of time
required to resolve
basic issues.
EXTEND HELP DESK
CAPABILITIES AS NEEDED
Businesses and network
environments are
constantly changing.
Help Desk
Authority Professional
can be upgraded with
integrated
management
solutions, which saves
you time and money.
Proactive
features can also
be added to make the
help desk even more
productive with
automatic alerts and
remediation
capabilities.
KEY FEATURES
HELP
DESK MANAGEMENT
A
comprehensive and advanced
help desk solution. Manage
incident
and service requests,
assets and knowledge from a
single, easy to
use console. Create
tickets automatically from
emails, and provide
self-service
functions to end-users.
Generate reports and
dashboards
from issue and/or
asset data. Take full
advantage of the automated
and
proactive
capabilities of our
best-of-breed help desk
solution.
CUSTOMIZABLE AND FLEXIBLE
Customize the help desk
solution to fit your
business. You don’t have
to be a programmer to
design the screen layout,
help desk ticket data,
queries and reports.
Define your own business
workflows and rules for
handling tickets.
Also, you can access the
help desk console through
multiple client
interfaces including
Windows®, web or mobile.
AUTOMATION AND SELF-SERVICE
Maximize help desk
productivity by utilizing
extensive self-service
functions for
end-users such as the
searchable knowledgebase or
the
proactive message
board that informs users
about known issues to
prevent unnecessary
calls to the help desk.
Create automated workflows
that route help desk
tickets based on
pre-determined skill levels.
EXPAND
AND PROTECT YOUR INVESTMENT
Add integrated management
capabilities to Help Desk
Authority
Professional as
needed. No business
environment stays the same.
Increase the ability
of help desk technicians to
proactively manage
the network, servers
and applications by
establishing thresholds that
automatically
generate alerts with
PacketTrap IT. Empower the
help
desk to diagnose and
resolve issues remotely with
Remote Support
Center. Manage
hardware and software asset
inventory and changes
with HDAsset.
