GWAVACon 2013: GroupLink’s everything HelpDesk


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GWAVACon 2013: GroupLink’s everything HelpDesk

  1. 1. GroupLink’s everything HelpDesk The Novell integrated ServiceDesk Solution 28th-30th October 2013 Dominic Mohr inetra de GmbH Value Added Distribution
  2. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 12. Live Demo © GroupLink Corporation 2012
  13. 13. Q&A © GroupLink Corporation 2012
  14. 14. Connect with us! © GroupLink Corporation 2012 Like us on Facebook (German) Visit Partner Homepage (German) Follow us on Linked In
  15. 15. Thank you! © GroupLink Corporation 2012 Mobile Device Access using Klick on everything HelpDesk Icon Credentials: jdoe/joe msmith/martin