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GWAVACon 2013: GroupLink’s everything HelpDesk
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GWAVACon 2013: GroupLink’s everything HelpDesk

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  • 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

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