Help Desk Authority (formerly BridgeTrak) - Frequently Asked Questions

• Can I use the Help Desk Authority for Windows Evaluation Copy with a Shared Database?
  • Yes, you may use the Help Desk Authority evaluation copy in a shared environment.


• What Databases serve as the back end for Help Desk Authority?
  • Data can be stored in SQL or SQL Express (free edition)


• Are Help Desk Authority for Web and HDAccess, hosted web solutions?
  • No. Both the Web version of Help Desk Authority and the web-based self service portal (HDAccess) are not hosted solutions. The applications would reside on your company’s web server saving you money, over the traditional “monthly recurring fees” often associated with hosted applications.
    


• What web browsers do Help Desk Authority’s web products interface with?
  • The server that hosts the Help Desk Authority database can be any platform that will support the database you choose.


• Are your prices for Help Desk Authority help desk software site licenses?
  • No. A Help Desk Authority user license allows the software to be installed on one server (or PC acting as a server), at one physical location with an unlimited number of databases residing on the server. If you would like Help Desk Authority on a second server, you will need two license keys. Contact ScriptLogic's software sales team for information on multiple license discounts (sales@scriptlogic.com).
    


• Can I purchase both Web and Windows licenses? Do I get both license types automatically?
  • Help Desk Authority’s core tracking application is available in a Windows based version and a Web based version. You will receive BOTH Windows and Web licenses to Help Desk Authority for greater technician and end user flexibility! Users can work in the environment (Web or Windows) that best meets their needs, or can switch between platforms as needed. For example, when you purchase a five user license, you will receive a license with 5 Windows licenses and 5 Web licenses. These 5 licenses (Web or Windows) are for the same user ID's meaning 5 technicians can log on to Help Desk Authority using either Web or Windows environments.


• How do I get the new HDMobile for iPhone client?
  • HDMobile for iPhone is free with your licensed version of Help DeskAuthority Standard, Professional, or Enterprise Editions. To demo or to download HDMobile, please access the application via the Apple® Application Store or iTunes®


• When considering licensing levels for Help Desk Authority, are "Users" defined as Named Users or Concurrent Users?
  • Help Desk Authority's licensing is set up for Named Users. Named User Licensing allows for agent accountability.


• How do I get the optional components?
  • The core Help Desk Authority product and all optional components are available in a special Help Desk Authority Professional package or can be purchased individually for a more tailored solution.


• What is the difference between the different “editions”?
  • o The Help Desk Authority comparison matrix explains the difference between all Help Desk Authority licensing options.

ScriptLogic Product Maintenance

• What do I get with Standard Support, Extended Support or Maintenance?
  • For a full statement of ScriptLogic’s Support and Maintenance offerings,  please click here

Help Desk Authority Licensing

• For more information on Help Desk Authority licensing, see the Licensing FAQs page.