|
ScriptLogic HelpDesk Authority
Professional
Complete Help
Desk software that Increase
Efficiency of Your IT Operation
|
|
Your IT
Help Desk is swamped. Calls
are backing up; Emails are
piling in. Majority of calls
request for service are
simple request like password
resets,
tight
up valuable IT resources for
hours each day.
Would it
be nice if end users can
reset their own password?
Would it
be nice if Help Desk can log
into remote user's system
and troubleshoot the
problem?
With
ScripLogic's Help Desk
Authority, this scenario may
never happen again.
Help Desk Authority
is an industry leading help
desk software solution for
tracking tickets and
shortening the lifecycle of
help
desk issues. This
easy-to-install solution
enables your help desk staff
to manage end-user issues
and keep them from falling
through the cracks.
With proven scalability,
user self-service, extensive
customization and Web and
Windows interfaces, this
solution delivers the
tools that help desk
professionals need the most.
Whether your help desk needs
are simply improving your
ticket tracking
system and gaining control
of your assets or more
complex such as giving
end-users self-service
capabilities or
remotely managing
PCs; Help Desk Authority is
the answer.
Feature
highline:
-
Basic
ticket tracking system
offering both Windows
and Web based consoles
-
Standard search engine
-
Customizable views and
queries
-
iPhone and mobile
support
-
Report customization
-
Knowledge base of known
issues
-
Windows and Web consoles
-
Advanced ticket tracking
system with Windows and
Web based consoles
-
Automatic email to
ticket conversion
-
Active Directory
integration
-
Comprehensive issue
status reports
-
Self-service portal for
issue resolution and
knowledge base
-
Sophisticated search
engine
Having a help desk that is
constantly in “fire-fighter”
mode can make your employees
and even the help desk
personnel
themselves—dissatisfied with
the level of service
provided. In turn, this
knee-jerk approach to
addressing issues could also
adversely affect your
reputation as a support
department and as a business
in general. Homegrown
solutions and that sprawling
Excel spreadsheet to track
your open tickets has
outgrown itself, and you
need a comprehensive
solution to address the
growing concern of incident
management.
Help Desk Authority offers a
comprehensive issue tracking
system that is intuitive,
customizable and scalable to
meet the needs of your
business for help desk
issues. Available with
Windows and Web interfaces,
this solution enables help
desk staff to effectively
manage issues, keep issues
from falling through the
cracks and increases overall
productivity.
Interchangeable
Windows or Web Licensing
At
the center of the Help Desk
Authority family is the core
issue tracking application
which is available with both
Windows and Web interfaces.
This powerful issue
management system provides
the backbone for help desk
staff to manage service
requests from “open” to
“close”. And flexible
licensing enables help desk
technicians to use both the
Web and Windows interfaces
interchangeably.
|
|
|
|
Help Desk
Authority - Features and Benefits
|
Features |
 |
Benefits |
|
Service Level Satisfaction |
|
Increase the number of single call
resolutions, improve staff productivity
and reduce downtime for end users with a
standardized issue/ticket tracking
system. |
|
Customizable & Intuitive User
Interface |
|
Easily install and implement Help Desk
Authority with interchangeable platforms
(Web and Windows), flowing navigation,
customizable views, and standardized
data fields to protect the integrity of
the data all from a simplified,
intuitive interface that can be
optimized for internal or external help
desk needs. |
|
Knowledge Base Articles |
|
Use of built-in knowledge base articles
allows users/help desk personnel to
access historic data based on related
issues so service requests are reduced
and productivity is increased. |
|
Skills Based Assignment |
|
Assign issues to the help desk staff
that possesses the most knowledge on the
given issue |
|
Ticket Lifecycle |
|
Create tickets using templates or
convert information received in emails;
categorize and run queries against
support requests specific to business
requirements by status, priority, type
or category. |
|
Issue Escalation |
|
Free- up administrators by allowing end
users/customers to enter, update, and
check on the status of issues and if
necessary, automatically escalate those
issues and notify appropriate staff of
urgency in real-time. |
|
Effective Staff Utilization |
|
Increases productivity by empowering
help desk personnel/customer service
representatives to resolve issues
appropriate for their skill level ,
create knowledge base articles based on
known issues/fixes, and escalate issues
automatically to ensure nothing “falls
through the cracks”. |
|
Real-time Communication |
|
Notify staff and users as to what the
status of their tickets are in real-time
and automate e-mail delivery of those
notifications using predefined templates
|
|
System Integration |
|
Synchronize issue information with data
pulled directly from Active Directory.
Additionally, convert your email into a
help desk ticket based on that
predefined list in the database or
pulled directly from AD. |
|
Mobile Support |
|
Allows agents who use iPhone/iPod to
stay connected to their Help Desk
Authority database. Now you can add,
update and edit issues wherever Wi-Fi,
internet or mobile service is available.
|
ScriptLogic
is available in 3 edtions:
ScriptLogic’s Help Desk Authority (HDA) Standard
Edition
is an industry leading help desk software
solution for tracking tickets and shortening the
lifecycle of help desk issues. This
easy-to-install solution enables your help desk
staff to manage end-user issues and keep them
from falling through
ScriptLogic
Help Desk
Authority is
available in 2
editions:
Help Desk
Authority (HDA) Professional Edition
reduces the lifecycle of help desk issues and
increases the productivity of both users and
support professionals by offering an integrated,
all-encompassing help desk solution. With these
additional enhancements over the Standard
Edition, HDA Pro Edition accelerates time to
resolution by automating issue escalation,
leveraging a knowledge base for issue
resolution, creating tickets from standard
emails, offering a more granular tool for
searching, and integrating with Active Directory
for secure authentication and consistent user
data.
Help Desk
Authority (HDA) Enterprise Edition
is a comprehensive help desk solution that
reduces the lifecycle of help desk issues and
increases the productivity of users and IT
support professionals. Streamlining the entire
help desk process; HDA Enterprise Edition allows
for quicker time to resolution for help desk
tickets, improved control of IT asset
information linked to support cases, options for
user self-service and issue resolution, and
remote support of desktop concerns locally or
across the internet.
ScriptLogic Help Desk Authority Comparison Chart
|
