Help Desk Authority 9.1.1
Version Comparison
Whether you are looking to create a help desk function, replace your homegrown help desk, or need a help desk with more automation and management capabilities to deal with a complex environment…we can help. With two editions to choose from, plus the ability to implement modular features as needed, you can create the perfect help desk solution that grows with your business.
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Professional Edition |
Enterprise Edition |
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| Advanced ticket tracking system |
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| Comprehensive issue status reports |
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| Automatic email to ticket conversion |
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| Ticket workflow |
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| Automatic notifications |
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| E-mail auto-response |
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| Active Directory synchronization and single sign-on |
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| Self-service portal for issue resolution and knowledge base |
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| Message board |
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| Asset inventory (manually track assets) |
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| Customizable views, reports and queries |
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| Dashboard view |
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| Windows, Web and mobile consoles |
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| Issue history (view all issues related to assigned user or asset) |
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| Full audit trail on issues |
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| Knowledge base of known issues |
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| Sophisticated search engine |
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| Issue templates |
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| Recurring issues |
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| Skills based routing of issues |
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| Support contracts |
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| sl360 Troubleshooting Tool Suite |
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| Network Diagnostics |
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| Application / Service Monitoring |
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| Integrated Dashboard |
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| HDAsset |
(Add on) |
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| Full Asset Management and Change Tracking |
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| Asset Discovery – Hardware and Software |
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| Identification of Additions, Deletions or Modifications |
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| Remote Support Center |
(Add on) |
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| Remote support of desktops and laptops on the LAN or across the internet |
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| ExpertAssist – robust client with 40 plus functions |
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| "Behind the Screen" support without user interruption |
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| Remote assistance |
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| Performance dashboard |
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| Chat service |
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| File Transfer |
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| Password Self-Service |
(Add on) |
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| User ability to reset forgotten passwords |
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| User ability to unlock accounts |
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| Reporting on user activity |
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| PacketTrap IT |
(Add on) |
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| Network Management solution for help desk automation |
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| Functions accessible from help desk tickets |
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| Interactive Network Map for health status |
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| Proactive event management |
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| Auto-remediation of events |
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| Automatic alert reset |
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| Detailed device data – history, status, availability |
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| Baseline threshold support for network, servers and applications |
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Features and Benefits
