GroupLink’s everything HelpDesk Help Desk Trends with Version 10

15th-17th October 2012

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

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 Figures and Facts

everything HelpDesk Version 10 what’s new?

everything HelpDesk Demonstration

everything HelpDesk Roadmap Update

Q&A

Prize Drawing

© 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

© GroupLink Corporation 2012

Help Desk Figures and Facts

• Comprehensive HelpDesk Solution

- Web based and mobile HelpDesk (supports iPad, iPhone, Android, Blackberry)

- Easy to use Knowledgebase (public and private)

- Integrated Reporting Engine

- Ticket Templates for more efficient ticket handling

- Internal Asset Tracker

- Graphical Dashboards

- Enduser Survey

- Business Process Automation

© GroupLink Corporation 2012

Help Desk Figures and Facts

• Technical Aspects - Runs smoothly on Windows, Linux, Mac OS and Novell OES (VMWare)

- Supports MySQL, MS SQL, Oracle, Sybase and ProstgreSQL

- Novell ZENworks integration (ZCM 7 - 11) without additional costs

- LDAP/LDAPS Integration with eDirectory, Active Directory and Apple Open

Directory

- Calendar Integration via SOAP-Connector

- Full eMail integration supporting SMTP / SMTPS

- Mal importer “eMail2Ticket”-Feature supports POP3 / POP3S and IMAP / IMAP4S

© 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

© GroupLink Corporation 2012

Q&A

© GroupLink Corporation 2012

Giveaway

© GroupLink Corporation 2012

New iPod Shuffle

Connect with us!

© GroupLink Corporation 2012

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