GroupLink® Workflow Process & Incident Tracking

Simplify incident requests, increase productivity, improve communication, streamline and track issues, and report progress.

Benefits

Simplify incident requests

Ensure your end users can easily submit requests or incidents using our Email-to-Ticket feature or customizable, web-based forms. The submission form displays required and customized fields and can be modified based on your organization’s needs. Enjoy auto-ticket-routing ensuring the right technician automatically gets the right tickets. SSO including LDAP is available.

Increase productivity

Stay one step ahead of your organizational processes and routine tasks with our workflow ticket automation feature called Ticket Templates. Effectively manage your hardware and software inventory and the clients to which they are assigned using Asset Management. Reduce end user incident requests with the self-help Knowledgebase. Use one system to fill the needs of many departments including IT, Human Resources, Facilities, Maintenance and more.

Improve user satisfaction​​

The reporting tool gives you key performance indicators which show technician performance, tickets by category and location with elapsed time, and any other areas of concern. Schedule reports to automatically be generated and delivered by email daily, weekly or monthly. Create and maintain your Service Level Agreements through automatic ticket escalation and routing based on things like priority, status, and elapsed time.

Features

GroupLink’s Workflow Process & Incident Tracking has an extraordinary amount of features that will help simplify incident resolution, increase productivity, improve communication, unify workflow and business processes and report progress. This is an essential tool for any company or organization.

100% Web Help Desk

Access everything HelpDesk from any web-enabled device including many smartphones. This fully web based help desk is supported on MS Edge®, Mozilla® Firefox®, Google Chrome™, Apple® Safari® and other web browsers. Increase the efficiency of your IT staff by giving them access to the web help desk anytime anywhere they have an internet connection. Give your end users an easy yet intuitive experience with this web help desk software that they will actually use!

Asset Discovery

Integrate your help desk with Explorer, a network discovery solution. Explorer discovers all network devices, including printers, servers, switches, and more. This solution also provides detailed analysis of the network and connected devices, including network connection information, system information, and more. Additionally, import discovered devices into everything HelpDesk’s asset tracker to track the assets and incidents associated with each.

Asset Management

Effectively manage your hardware and software inventory and the clients to which they are assigned. Import your assets directly into the help desk using Explorer or import from a spreadsheet. Tie these assets to help desk tickets and create reports based on these trouble tickets giving you the ability to calculate warranty and lease end dates, manage downtime of assets and negotiate with vendors based on how frequently assets are having trouble. Use the built-in help desk asset tracker across multiple departments and locations. everything HelpDesk also features powerful integration with ZENworks, the premier asset management software.

Auto Assign Tickets

Assign help desk tickets automatically based on location, category, category option, and more. Determine the technician that should be assigned to each ticket based on skill set, work load, schedule and other factors. Help desk tickets can be routed to the ticket pool and assigned by management to technicians or selected by the technicians as they become available.

Backend Databases

everything HelpDesk is designed to store its information on a wide array of SQL databases for powerful database relationships: View Supported Databases.

Business Process Automation Using Workflow

Create an automated structure with workflow. Set up tickets to launch in sequence, one task to launch when the previous task has closed, or launch multiple tickets simultaneously. With workflow everything HelpDesk is more than a help desk, it is also a project management and incident management solution.

Business Process Automation Using Ticket Templates

Stay one step ahead of your business processes and routine tasks with ticket templates. Use the schedule calendar utility to schedule routine tasks or business processes to run daily, weekly, monthly, or yearly. The utility can also be used to schedule tasks to run on a specific date, as well as reoccur for a specific number of times and during an identified time range. Each of these tasks, which can be assigned to a predetermined technician, as well as span multiple departments, is a separate ticket with step by step instructions for completing business processes. Plus, everything HelpDesk gives you the ability to tie assets to these tickets, track any needed repairs or comments in the history record of the ticket and attach images, pictures or files directly to the ticket. These features make everything HelpDesk the ideal service desk solution for business process automation and to use as preventative maintenance software or facilities management software.

Cross Platform Service Desk Solution

Use this fully web based service desk solution no matter what platform you are tied to, even mixed environments. This solution runs smoothly on Mac OS®, Windows®, Linux® and Novell. Being written in Java®, the help desk runs on any server with Java 5 installed. To access the web based help desk, you only need a web browser. No applets, Flash®, or other plug-ins are required.

Dashboards

Give management the ability to gauge real-time performance with dashboards. With everything HelpDesk, you can create customized dashboards based on saved trouble ticket filters. This will help identify trends so you can quickly respond to critical process issues including work order management, incident management, ticket tracking and others. Choose the gauges and dials you want to display your key performance indicators (KPIs) and easily arrange and customize the look of the dashboard to your preference.

Directory Integration

Authenticate unlimited users through LDAP using Microsoft®’s Active Directory®, Novell®’s Directory Services (eDirectory™), or Apple’s Open Directory, ensuring instant user authentication from a central repository.

Ease of Use

Ensure that your end users will use the everything HelpDesk with the intuitive, easy to use, web based ticket submission form. The submission form displays required and customized fields and can be modified based on your organization’s needs. This all in one incident management software solution and its simple yet powerful ticket submission form gives you the ability to prioritize and escalate tickets, automate your business processes and support multiple departments.

Email and Calendar Integration

Lower your total overall costs (TCO) by leveraging a truly integrated service desk. everything HelpDesk features essential integration with Outlook®/Exchange, Office365, Azure, GroupWise® or Google modern authenticating email clients. Technicians receive notification when a ticket is submitted while end users receive notifications of ticket updates, ticket changes or ticket completion. The Outlook/Exchange, GroupWise and Google integration also allows technicians to schedule appointments and perform busy searches of end users’ calendars.

Email to Ticket

Decrease the amount of time your end users spend submitting a ticket with the simple email to ticket functionality. The full service help desk software automatically converts an email to a help desk ticket from the email address or addresses that you create in your current email system.

Export to PDFs and Excel® Spreadsheets

From your ticket screen, as well as any ticket results screen, you can export the list of tickets and/or reports to PDFs and Excel Spreadsheets. This allows you to email these reports to bosses or colleagues, as well as use the loved Excel functions to manipulate your ticket lists and reports.

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