gwavacon 2013: grouplink’s everything helpdesk

GroupLink’s everything HelpDeskThe Novell integrated ServiceDesk Solution

28th-30th October 2013

Dominic Mohrinetra de GmbHValue Added [email protected]

Agenda

Welcome and Introduction

GroupLink Figures and Facts

everything HelpDesk Differentiators

everything HelpDesk Overview

everything HelpDesk ZENworks Integration

everything HelpDesk Live Demo

Q&A

© GroupLink Corporation 2012

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



• Ease of use- Intuitive, easy to use end-user submission - 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- Administrate drop downs and additional fields according to your specific needs- Reduced implementation times due to easy and flexible configuration

• 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)

- New Network Detection Agent (announced)

• 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 (management, technicians, etc.)



• Cross Platform Support- Server runs smoothly on Linux, Windows, 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 helpdesk tickets

• Access Control List (ACL) – Give different access to different levels of users, technicians, user groups or single

user accounts



• Ticket Automatization using Scheduler Here are some examples:

– Handle Ticket Escalations and Reminder (SLAs)

– Customized welcome message 10 mins. after ticket creation

– Automatically send reminder email reminders when awaiting enduser response

– Set tickets to status solved when your missing necessary feedback over a long time

– Auto-close Tickets that has been marked as resolved


everything HelpDesk - ZENworks integration

• Integrated with ZENworks 7, 10 and 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


everything HelpDesk - ZENworks Integration

• 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)


Live Demo


Q&A


• Would you prefer using an eHD Appliance?

• Are you intersted in any kind of Ticket automatization?

Connect with us!


Like us on Facebookhttp://www.facebook.com/grouplink.dach (German)

http://www.facebook.com/everythingHelpDesk

Visit Partner Homepagehttp://www.inetra.de/helpdesk.htm (German)

http://www.grouplink.com

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

Thank you!


Mobile Device Access using http://192.168.1.102Klick on everything HelpDesk Icon

Credentials:jdoe/joemsmith/martin

gwavacon 2013: grouplink’s everything helpdesk

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