GroupLink’s everything HelpDesk Delivering excellent service to your

whole organization

Dominic Mohr inetra de GmbH Value Added Distribution dominic.mohr@inetra.de

15th-17th October 2012

GroupLink @ GWAVACon 2012

Kathryn Thomas +1 801.335.0743 kthomas@grouplink.net Aimee Kocinski +1 801.335.0713 akocinski@grouplink.net

© GroupLink Corporation 2012

Agenda

Welcome and Introduction

everything HelpDesk Differentiators

everything HelpDesk Benefits

everything HelpDesk ZENworks Integration

everything HelpDesk Demonstration

Q&A

Prize Drawing

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everything HelpDesk Differentiators

• World Class Customer Service

- With everything HelpDesk, you receive personalized customer service and support

- Certified partners ensure local services

- More than 3.200 worldwide implementations in over 30 countries

- Free monthly Customer Webinars featuring latest release features, best practices and other help desk training

- 90% Customer retention rate!

- Work with a smaller, well known company that is an expert in service desk solutions

- We have been in the Novell market for over 12 years and we have the knowledge and expertise to ensure you are getting the best solution for your organization

© GroupLink Corporation 2012

everything HelpDesk Differentiators

• Ease of use

- Intuitive, easy to use end-user submission form

- 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

- Make multiple technician assignments at once

- Administrate drop downs and additional fields according to your specific needs

• 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!

© GroupLink Corporation 2012

everything HelpDesk Differentiators

• 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)

• 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 (i.e. management,

technicians, etc.)

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everything HelpDesk Benefits

• Cross Platform Support - Runs smoothly on Windows, Linux, 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

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© GroupLink Corporation 2012

everything HelpDesk Benefits

• 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

© GroupLink Corporation 2012

everything HelpDesk Benefits

• 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 help desk tickets

• Access Control List (ACL)

– Give different access to different levels of users, technicians, etc.

© GroupLink Corporation 2012

everything HelpDesk Benefits

• Searchable knowledgebase

– Private and public knowledgebase articles – Google-like search of articles

• Powerful reporting

– Key performance indicators (KPIs) identify problems or opportunities – Create customizable and saved reports

• Multi-departmental

– Solution is not just for IT - it can be used for many departments within an organization (HR, facilities, maintenance, etc.)

• Dashboards

– Gauge real time performance – Identify trends and quickly respond to critical issues

© GroupLink Corporation 2012

ZENworks Integration

• Integrated with ZENworks 7, 10 and now 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

© GroupLink Corporation 2012

ZENworks Integration

• Search ZENworks database straight from the ticket

• Integration with current ZENworks database

– Sybase, Oracle or MS SQL

– No need to import or export assets with this integration

• Stay informed with accurate information

– Access trouble asset reports grouped by ZEN managed devices

© GroupLink Corporation 2012

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)

© GroupLink Corporation 2012

everything HelpDesk Latest Release

• User Interface revamp

– Simplified, more uniform look and feel

• Decoupled Location

– Decoupled Location from Ticket hierarchal flow, making it part of the User Account

• ZENworks 11 integration

– In addition to ZENworks 10 and 7

• Access Control List (ACL)

– Allows for different roles (with their accompanying rights and privileges) to be given to different users

• Userfield handling

- Manage userfields easier and more efficient

© GroupLink Corporation 2012

Demonstration

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Q&A

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Giveaway

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New iPod Shuffle

Connect with us!

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

http://www.facebook.com/everythingHelpDesk

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

http://www.grouplink.com

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

Thank you!

© GroupLink Corporation 2012

Try it yourself: http://demo.grouplink.net/ehd10demo

Credetials: user/user, tech/tech, admin/admin