Help Desk Authority

Help Desk Authority is a comprehensive help desk solution for small to medium businesses that is easily customised to your specific business requirements.

It provides a range of self-service and automated functions to enable IT to focus on the most important issues and can be upgraded to include powerful, integrated management tools as your business and/or network environment grows, empowering the help desk team to immediately diagnose and resolve issues from within help desk tickets.

Help Desk Authority is available in 2 versions, Professional and Enterprise, the Enterprise Edition provides several additional modules and products to enhance your Help Desk Experience.

Identify Issues

Ticket Lifecycle Management

Manage the lifecycle of help desk tickets completely from creation to close.  Tickets can be created from templates, converted from emails, through the self-service web portal or from automated network alerts.  Tickets are automatically routed or escalated as needed based on custom business rules.  Once resolved, end users are automatically notified and resolution details can be added to knowledge base articles.

Ticket Workflow

Define the rules and conditions when issues should be escalated to ensure key service level or support targets are met.  Automatically notify technicians and/or end-users when defined criteria are met.  Automatically assign tickets to proper technicians based on skill sets related to ticket criteria.  Link related tickets in parent-child relationship to associate multiple incidents related to the same problem.

Active Directory and E-mail Integration

Seamlessly integrates with Active Directory environments to synchronize with user and group information, providing single sign-on functionality.  Supports Microsoft Exchange or any SMTP e-mail server platform for automatic e-mail notifications and conversion of e-mails into help desk tickets.

Comprehensive Reporting and Dashboard

Generate reports and dashboards from issue and asset data.  Filter data using custom queries to create specific reports.  Pre-defined reports are included that enable you to monitor key performance indicators that are most relevant to help desk performance (e.g.  percentage of issues closed on time, number of issues assigned to a particular group or user).  Custom reports can be created as needed by using the powerful built-in query capabilities.

Scheduled Reports

Report scheduling gives administrators the flexibility to automatically send daily and monthly status reports.  With the option to chose specific days and times, report scheduling ensures reports will be delivered without the time-consuming task of manual distribution.

Issue History

View detailed history of all previous help desk tickets open by a specific user, department, location, or related to specific assets allowing technicians to detect trends and easily view prior resolutions related to similar issues.

Fit the Help Desk to Your Business

Comprehensive Help Desk Solution

Manage incident and service requests, assets, and knowledge from a single, comprehensive solution.

Simplified Configuration

The Configuration Wizard gives users the ability to set up Help Desk Authority within minutes of installation.  Guided prompts help administrators import technicians, assets and other critical pieces of information.  For easiest configuration, Help Desk Authority comes with pre-defined configuration that can be changed at any time.

Full Customisation

Create customised screen layouts and views without any programming knowledge needed.  Track data specific to your business including the ability to define required data.

Multiple Interfaces

With a full featured Windows and Web interface, plus mobile access through an iPhone client, Help Desk Authority allows you to manage your help desk from anywhere, at any time.

Sharpen the Help Desk Focus

Self-Service Portal

Provides end users to the ability to create tickets without calling the help desk and to track the status of submitted requests or incidents.

Knowledge Base

Create knowledge base articles from help desk issues.  Allows technicians to search for resolutions to past issues and allows end users to search for FAQs or known issues prior to contacting the help desk.

Message board

Enables IT to communicate important updates and information on known issues.  Avoids unnecessary phone calls and emails being sent to the help desk and improves productivity.

Priority Mapping

Define requests’ urgency and impact levels with an easy-to-use, graphical priority map.  Aligned with ITIL® best practices for incident management, priority mapping gives users the ability to rank their requests – allowing Help Desk Technicians to prioritize their workflow accordingly.

Extend the Help Desk’s Capabilities

Asset Management

Inventory hardware and software assets across your network.  Track asset changes and attach asset details to help desk tickets.  Discover assets without the need to install agents on remote computers.  View all issues and alerts associated with a particular asset allowing technicians to effectively spot trends and review past issue resolutions.

Proactive Event Management

Integration with PacketTrap IT for network management provides auto-remediation of network, server, or application problems, including the ability to use pre-built custom scripts to perform scheduled maintenance tasks or to proactively address issues as thresholds are approaching.  Configure alerts to automatically create incident tickets.

Device and Network Visibility

Help desk technicians have visibility into detailed device information including current and historical alert details, device availability information, network and application performance details, and much more.  Technicians also have access to a fully interactive network map that provides a visual overview of network health with the ability to easily view devices and network segments that are having problems.

Password Self-Service

Provides end users with the ability to reset passwords or unlock their own accounts without contacting the help desk.

Remote Support

Extend the reach of the help desk to provide anytime remote support of machines including chat functionality, remote control and remote assistance, and numerous "Behind the screen" management features to support end users without interruption.

Troubleshooting Tool Suite

ScriptLogic's sl360 Troubleshooting Tool Suite consolidates dozens of network monitoring and management tools into a single interface that is fully integrated into the help desk ticket.