One Simple Interface for Everything
Take full advantage of our automated, best-of-breed help desk management capabilities to enable proactivity that the business will appreciate. Manage incident and service requests, assets and knowledge from a single, easy-to-use console. Create tickets automatically from emails, and provide self-service functions to end users. Generate reports and dashboards from issue and/or asset data.
Customizable and Flexible Set Up
Tailor Help Desk Authority to fit your business. You don’t have to be a programmer to design the screen layout, help desk ticket data, queries and reports. Define your own business workflows and rules for handling tickets. Also, you can access the help desk console through multiple client interfaces including Windows®, web or mobile.
Automation and Self-Service
Prevent unnecessary calls to the help desk and maximize productivity with extensive self-service functions for end users such as the searchable knowledgebase or the automated message board that highlights known issues. Manage incidents more efficiently by creating automated workflows that route help desk tickets based on pre-determined skill levels and user priority mapping.
Alignment with Industry Guidelines
Rest assured that your help desk is consistent with best practice guidelines from ITIL, including automatic assignment of help desk ticket priorities and due dates based on impact and urgency that users designate.
Built-In Management Solutions
Integrate management capabilities optionally from other solutions. Use Quest Foglight NMS to establish thresholds that create network alerts and help desk tickets for you. Leverage Remote Support Center to diagnose and resolve issues from off site. Let HDAsset automatically manage hardware and software asset inventory changes. Employ a Password Self-Service module to allow end users to manage their password changes.
