Centralized and Seamless Help Desk Management
Manage incident and service requests, assets and reports 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. Learn more »
Customization And Flexibility
Tailor the solution to fit your organization’s needs. You don’t have to be a programmer to design the screen layout, format help desk ticket data, or generate 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-based or mobile devices. Learn more »
Automation and Self-Service
Maximize help desk productivity by using extensive self-service functions for end users. For example, you can provide a searchable knowledgebase or a message board where users can learn about known issues themselves instead of placing calls to the help desk. Create automated workflows that route help desk tickets based on pre-determined skill levels, and use priority mapping for more efficient incident management. Learn more »
Expanded Capabilities
Add management capabilities to Help Desk Authority Professional as needed or upgrade to Enterprise Edition and they’re all included. Empower help desk technicians to proactively manage the network, servers and applications by establishing thresholds that automatically generate alerts with Foglight NMS. Use the help desk to diagnose and resolve issues remotely with Remote Support Center. Manage hardware and software asset inventory and changes with HDAsset. Learn more »