Help Desk Authority

A Windows and Web based Help desk solution

Overview

How are you currently tracking your help desk issues? Does your homegrown solution have too many limitations? Or is the enterprise solution you currently have overkill? Whichever scenario best describes you…we can help.

Help Desk Authority (formerly BridgeTrak) 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.

For all help desk related issues, we equip help desk administrators with both a Windows and Web based ticket tracking mechanism so end-users’ open issues can be addressed in a timely manner, and productivity levels remain in line with business objectives. Additionally Help Desk Authority can:

Integrate with Active Directory so end users/help desk administrators can utilize a single sign-on for assigning/updating issues
Accelerate time-to-resloution for open tickets and notify appropriate parties based on established criteria with automatic issue escalation
Reduce service requests by leveraging knowledge base articles OR providing advanced data search capabilities
Discover IT assets across the network to get a more accurate inventory of your hardware and software

Versions

Help Desk Authority Standard Edition

ScriptLogic’s 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. HDA Standard Edition provides:

Basic ticket tracking system
Standard search engine
Customizable views and queries
Report customization with Crystal
Knowledgebase of known issues
Windows and Web consoles

Compare all 3 editions with this detailed feature-by-feature matrix

Help Desk Authority Professional Edition

ScriptLogic’s 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 knowledgebase 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.

Advanced ticket tracking system with Windows and Web based consoles
Automatic email to ticket conversion
Active Directory integration
Comprehensive issue status reports
Self-service portal for issue resolution
Sophisticated search engine

To learn more about one or all of the features that comprise this solution, check out the complete list below:

Compare all 3 editions with this detailed feature-by-feature matrix

Help Desk Authority Enterprise Edition

ScriptLogic’s 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 true remote management of desktop concerns locally or across the internet.