ScriptLogic Help Desk Authority Enterprise, Helpdeskp solution

ScriptLogic Help Desk Authority Enterprise

Complete Help Desk software that Increase Efficiency of Your IT Operation

Your IT Help Desk is swamped. Calls are backing up; Emails are piling in. Majority of calls request for service are simple request like password resets, typing up valuable IT resources for hours each day.

Would it be nice if end users can reset their own password? Would it be nice if Help Desk can log into remote user's system and troubleshoot the problem without being there?

With ScripLogic's Help Desk Authority, your IT support staff can get more done in less time and effort.

ScriptLogic Help Desk Authority is an industry leading help desk software solution for tracking tickets and shortening the lifecycle of help desk issues. This easy-to-install solution enables your help desk staff to manage end-user issues and keep them from falling through the cracks.

With proven scalability, user self-service, extensive customization and Web and Windows interfaces, this solution delivers the tools that help desk professionals need the most. Whether your help desk needs are simply improving your ticket tracking system and gaining control of your assets or more complex such as giving end-users self-service capabilities or remotely managing PCs; ScriptLogic Help Desk Authority is the answer.

Shorten the Lifecycle of a Support Issue!

Having a help desk that is constantly in “fire-fighter” mode can make your employees and even the help desk personnel themselves—dissatisfied with the level of service provided. In turn, this knee-jerk approach to addressing issues could also adversely affect your reputation as a support department and as a business in general. Homegrown solutions and that sprawling Excel spreadsheet to track your open tickets has outgrown itself, and you need a comprehensive solution to address the growing concern of incident management.

Help Desk Authority offers a comprehensive issue tracking system that is intuitive, customizable and scalable to meet the needs of your business for help desk issues. Available with Windows and Web interfaces, this solution enables help desk staff to effectively manage issues, keep issues from falling through the cracks and increases overall productivity.

Interchangeable Windows or Web Licensing

At the center of the Help Desk Authority family is the core issue tracking application which is available with both Windows and Web interfaces. This powerful issue management system provides the backbone for help desk staff to manage service requests from “open” to “close”. And flexible licensing enables help desk technicians to use both the Web and Windows interfaces interchangeably.

Help Desk Authority - Features and Benefits

Features		Benefits
Service Level Satisfaction		Increase the number of single call resolutions, improve staff productivity and reduce downtime for end users with a standardized issue/ticket tracking system.
Customizable & Intuitive User Interface		Easily install and implement Help Desk Authority with interchangeable platforms (Web and Windows), flowing navigation, customizable views, and standardized data fields to protect the integrity of the data all from a simplified, intuitive interface that can be optimized for internal or external help desk needs.
Knowledge Base Articles		Use of built-in knowledge base articles allows users/help desk personnel to access historic data based on related issues so service requests are reduced and productivity is increased.
Skills Based Assignment		Assign issues to the help desk staff that possesses the most knowledge on the given issue
Ticket Lifecycle		Create tickets using templates or convert information received in emails; categorize and run queries against support requests specific to business requirements by status, priority, type or category.
Issue Escalation		Free- up administrators by allowing end users/customers to enter, update, and check on the status of issues and if necessary, automatically escalate those issues and notify appropriate staff of urgency in real-time.
Effective Staff Utilization		Increases productivity by empowering help desk personnel/customer service representatives to resolve issues appropriate for their skill level , create knowledge base articles based on known issues/fixes, and escalate issues automatically to ensure nothing “falls through the cracks”.
Real-time Communication		Notify staff and users as to what the status of their tickets are in real-time and automate e-mail delivery of those notifications using predefined templates
System Integration		Synchronize issue information with data pulled directly from Active Directory. Additionally, convert your email into a help desk ticket based on that predefined list in the database or pulled directly from AD.
Mobile Support		Allows agents who use iPhone/iPod to stay connected to their Help Desk Authority database. Now you can add, update and edit issues wherever Wi-Fi, internet or mobile service is available.
Asset Management		Give help desk administrators the ability to inventory machines across their network to get a comprehensive look at hardware and software installations and then tie that information directly to help desk issues.
Password Reset		Provide end users with the ability to reset passwords or unlock their own accounts without contacting the help desk or using insecure kiosks
Remote Support		Extend the reach of the help desk to provide anytime remote support of machines on the LAN or across the internet

HelpDesk Authority Datasheet

Help Desk Authority Comparison Chart

Desktop Authority

Desktop Authority® Password Self-Service

Remote Support Center

Patch Deployment for Desktops option

Patch Authority Ultimate

Asset Inspector

Spyware Removal

USB and Port Security

Here are just some of the typical problems many IT Department face:

•	Phone call and email request for service interrupt IT staff in the middle of their work.

•	Some works are duplicated because IT staff were not aware others were working on the same problem.

•	Tasks are hard to assign properly due to internal communication issues.

•	It is hard to set priority without having a big picture view of all service requests.

•	Inability to capture information from resolved issues for future reference, which result in faster resolution with many incidents.

•	Lack of reference database increase cost due to the inefficient use of IT staff resources.

How can help desk software increase IT efficiency?

•	Reduce help desk calls.

•	Easily record and track each support incident.

•	Call scripts ensure that information is accurate and complete.

•	Flexible routing lets you get each issue to the right person at the right time.

•	Automatic escalation and notifications ensure that nothing gets overlooked.

•	Coordinate support activity that involves many steps, people, departments, etc.

•	Implement dependent and parallel tasks to optimize the timing of each step and support effort.

•	Capture knowledge from resolved incidents, and make expert knowledge available to front line support staff.

•	End users can review FAQs, search knowledge bases, submit incidents, and view status reports.

ScriptLogic is available in 3 edtions:

Help Desk Authority (HDA) Standard Edition is an industry leading help desk software solution for tracking tickets and shortening the lifecycle of help desk issues. This easy-to-install solution enables your help desk staff to manage end-user issues and keep them from falling through the cracks.

Help Desk Authority (HDA) Professional Edition reduces the lifecycle of help desk issues and increases the productivity of both users and support professionals by offering an integrated, all-encompassing help desk solution. With these additional enhancements over the Standard Edition, HDA Pro Edition accelerates time to resolution by automating issue escalation, leveraging a knowledge base for issue resolution, creating tickets from standard emails, offering a more granular tool for searching, and integrating with Active Directory for secure authentication and consistent user data.

Help Desk Authority (HDA) Enterprise Edition is a comprehensive help desk solution that reduces the lifecycle of help desk issues and increases the productivity of users and IT support professionals. Streamlining the entire help desk process; HDA Enterprise Edition allows for quicker time to resolution for help desk tickets, improved control of IT asset information linked to support cases, options for user self-service and issue resolution, and remote support of desktop concerns locally or across the internet.

ScriptLogic Help Desk Authority Comparison Chart


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