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Help Desk Authority (Formerly BridgeTrack) 8.1.1.221
Program Specifications
Publisher's Description of Help Desk Authority (Formerly BridgeTrack)
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" Comprehensive help desk and issue trouble ticket tracking software. "
- From ScriptLogic Corporation
Maximize your help desk's productivity and reduce the lifecycle of a help desk ticket with seamless trouble ticket tracking software.
Help Desk Authority is an industry leading, easy to install solution that enables your help desk staff to manage end-user issues and keep them from falling through the cracks. With Help Desk Authority you can:
* Replace expensive enterprise software or hard to maintain homegrown solutions
* Increase service levels while reducing help desk costs
* Empower end-users with self-service options for creating trouble tickets and accessing a knowledgebase of known resolutions
* Promote efficiency of help desk staff by equipping them with powerful, easy to use tools for trouble ticket tracking, asset management and inventory, and remote support
For all help desk related issues, we provide help desk administrators with both a Windows and Web based ticket tracking system so 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 enabling end-users/help desk administrators to utilize a single sign-on for assigning/updating issues
* Accelerate the time-to-resolution for open tickets and notify appropriate parties based on established criteria with automatic issue escalation
* Reduce service requests by leveraging a user-accessible knowledge base articles and providing password self-reset capabilities
* Manage and discover IT assets across the network to gain a more accurate inventory of your hardware and software
Features:
- Customization
* Drag and drop screen layouts
* Custom fields
* Required fields
* Company logo on Web portal
* Issue templates
* Business operating schedule
- Issue Management
* Auditable issue history
* Link related issues
* Automatic issue escalation
- Reporting
* Customizable dashboard view
* Standard reports and graphs
* Export to multiple file format
* Custom reports using Crystal
- Data Management
* Switch between multiple database profiles
* Issue folder hierarchy
* Standard data query
* Advanced data search including issue attachments
- Asset Inventory / Asset Management
* Associate assets with contacts
* Store vendor, mfg, and leasing info
* Inventory assets across your network (scheduled and on-demand)
* Launch Remote Support Center from within Help Desk Authority
- Communication
* Provides a scrolling message board
* Populate email templates with issue data
* Provides automatic issue notification
Limitations in downloadable version
30-day trial
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