Partner Session

1. GroupLink’s everything HelpDesk
The Novell integrated ServiceDesk Solution
28th-30th October 2013
Dominic Mohr
inetra de GmbH
Value Added Distribution
dominic.mohr@inetra.de

2. 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

3. 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

4. everything HelpDesk Differentiators
• 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!
© GroupLink Corporation 2012

5. 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)
- 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.)
© GroupLink Corporation 2012

6. everything HelpDesk Differentiators
• 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
© GroupLink Corporation 2012

7. everything HelpDesk Overview
• 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

8. everything HelpDesk Overview
• 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
© GroupLink Corporation 2012

9. everything HelpDesk Overview
• 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
© GroupLink Corporation 2012

10. 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
© GroupLink Corporation 2012

11. 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)
© GroupLink Corporation 2012

12. Live Demo
© GroupLink Corporation 2012

13. Q&A
© GroupLink Corporation 2012

14. 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

15. Thank you!
© GroupLink Corporation 2012
Mobile Device Access using
http://192.168.1.102
Klick on everything HelpDesk Icon
Credentials:
jdoe/joe
msmith/martin