Help Desk Authority
Version: 9.1

Identify Issues

Ticket Lifecycle Management

Submit tickets via template, email (which can be routed to different technicians), self-service web portal and automated network alerts. Automatically route and escalate tickets with custom business rules. End users are notified when tickets are closed and ticket details can be added to the knowledge base.
Ticket Workflow

Ensure service levels by implementing rules that automatically escalate a ticket’s priority. Assign tickets to technicians using defined criteria, and associate tickets by linking incidents with the same problem together. Users can accept or reject a ticket’s resolution through an email prompt.
Active Directory and E-mail Integration

Seamlessly integrates with Active Directory environments to synchronize with user and group information, providing single sign-on functionality. Supports Microsoft Exchange or any SMTP e-mail server platform for automatic e-mail notifications and conversion of e-mails into help desk tickets.
Comprehensive Reporting and Dashboard

Generate reports and dashboards from issue and asset data. Filter data using custom queries to create specific reports. Pre-defined reports and graphs are included that enable you to monitor key performance indicators that are most relevant to help desk performance (e.g. percentage of issues closed on time, number of issues assigned to a particular group or user). Custom reports can be created as needed by using the powerful built-in query capabilities.
Scheduled Reports

Report scheduling gives administrators the flexibility to automatically send daily and monthly status reports. With the option to chose specific days and times, report scheduling ensures reports will be delivered without the time-consuming task of manual distribution.
Issue History

View detailed history of all previous help desk tickets open by a specific user, department, location, or related to specific assets allowing technicians to detect trends and easily view prior resolutions related to similar issues.

Fit the Help Desk to Your Business

Comprehensive Help Desk Solution

Manage incident and service requests, assets, and knowledge from a single, comprehensive solution.
Simplified Configuration

The Configuration Wizard gives users the ability to set up Help Desk Authority within minutes of installation. Guided prompts help administrators import technicians, assets and other critical pieces of information. For easiest configuration, Help Desk Authority comes with pre-defined configuration that can be changed at any time.
Full Customization

Create customized screen layouts and views without any programming knowledge needed. Track data specific to your business including the ability to define required data.
Multiple Interfaces

With a full featured Windows and Web interface, plus mobile access through an iPhone client, Help Desk Authority allows you to manage your help desk from anywhere, at any time.

Sharpen the Help Desk Focus

Self-Service Portal

Provides end users to the ability to create tickets without calling the help desk and to track the status of submitted requests or incidents.
Knowledge Base

Create knowledge base articles from help desk issues. Allows technicians to search for resolutions to past issues and allows end users to search for FAQs or known issues prior to contacting the help desk.
Message Board

Enables IT to communicate important updates and information on known issues. Avoids unnecessary phone calls and emails being sent to the help desk and improves productivity.
Priority Mapping

Define requests’ urgency and impact levels with an easy-to-use, graphical priority map. Aligned with ITIL® best practices for incident management, priority mapping gives users the ability to rank their requests – allowing Help Desk Technicians to prioritize their workflow accordingly.

Extend the Help Desk’s Capabilities

Asset Management

Inventory hardware and software assets across your network. Track asset changes and attach asset details to help desk tickets. Discover assets without the need to install agents on remote computers. View all issues and alerts associated with a particular asset allowing technicians to effectively spot trends and review past issue resolutions.
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Proactive Event Management

Integration with PacketTrap IT for network management provides auto-remediation of network, server, or application problems, including the ability to use pre-built custom scripts to perform scheduled maintenance tasks or to proactively address issues as thresholds are approaching. Configure alerts to automatically create incident tickets.
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Device and Network Visibility

Help desk technicians have visibility into detailed device information including current and historical alert details, device availability information, network and application performance details, and much more. Technicians also have access to a fully interactive network map that provides a visual overview of network health with the ability to easily view devices and network segments that are having problems.
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Password Self-Service

Provides end users with the ability to reset passwords or unlock their own accounts without contacting the help desk.
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Remote Support

Extend the reach of the help desk to provide anytime remote support of machines including chat functionality, remote control and remote assistance, and numerous "Behind the screen" management features to support end users without interruption.
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Troubleshooting Tool Suite

ScriptLogic's sl360 Troubleshooting Tool Suite consolidates dozens of network monitoring and management tools into a single interface that is fully integrated into the help desk ticket.
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