®

[Ease of Use][100% Web Help Desk]

[Business Process Automation]

[World Class Customer Service][Essential Third Party Integration]

[Cross Platform Service Desk Solution][Reporting with True Business Intelligence]

everything HelpDesk®

www.grouplink.com©2011 GroupLink® Corporation

everything HelpDesk®

everything HelpDesk (eHD™) is a com-pletely web-based, mobile and user-friendly help desk solution. Whether deployed for education, government, healthcare, financial services, or other IT service support functions, this solution increases your effective-ness while reducing your total cost of ownership (TCO).

eHD is designed as the cross platform service desk solution. It runs smoothly on Windows, major Linux distribu-tions, Mac and Novell platforms. The illustration below demonstrates how eHD integrates with your IT infra-structure.

everything HelpDesk makes busi-ness processes and reporting easier with Ticket Templates and Scheduled Reports. Keeping up with tickets and tasks is as easy as checking your email because eHD integrates with Exchange, GroupWise, Gmail, and other SMTP servers. Best of all, the eHD application is simple to use for end users and, with world class cus-tomer service, Technicians, Managers, and Administrators will have a great experience as well.

About GroupLink®

GroupLink was organized in 1996 to enable our customers to increase rev-enue, manage customer relationships, and deliver world-class customer service.

GroupLink’s mission and vision is to provide our customers with world class, best-practices Service Desk & CRM/SFA software. Our goal is to consistently deliver high-performance support services, support materials and products that exceed our custom-ers’ expectations and leverage their existing IT investments.

eHD ArchitectureThe HelpDesk system can be ac-cessed via any web browser including Internet Explorer, Mozilla Firefox, Safari and Google Chrome or via any web enabled device including smart-phones. eHD is compatible to run on Windows, Linux, Apple and Novell OES/SLES operating systems.

HelpDesk runs on top of Tomcat and uses LDAP as a portal to authenticate users against the database. Support-ed databases include MySQL, MS SQL, Oracle, PostgreSQL and Sybase.

www.grouplink.com 801.335.0700

©2011 G

roupLink® Corporation

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Built in Reporting for Business Intelligence

J2EE Compliant Application Server(Tomcat, JBoss, Websphere)

(Windows, Linux, Novell, Macs)

Exchange, GroupWise, Gmail,Yahoo! & other SMTP Server

CollaborationCollaboration

Intranet/Internet

Data Management Security

LDAP Built-in

MS SQL MySQL Oracle

...

Internet ExplorerFirefoxSafariOther...

iPhoneiPod TouchBlackberryOther...

ActiveDirectory

eDIrectory eHDDatabase

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eHD System & Features

©2011 G

roupLink® Corporation

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Internet Browser

LDAP (eDir/ADS)

TOMCAT

Client Login Request:

1. Client logs in with username and password 8. Confirmed authentication;shows appropriate role screen after login

2. Information ispassed here Application Server

7. Return user roles:-technician

-administrator-manager

-user

5. Request to matchroles and permissions

3. Authorization request passed to

LDAP - attempt tomatch username

and password

4. Match requestcompleted

6. Matched usernameand password in the

database - look up rolesfor this user

Database users table

World Class Customer Service

Includes free training and • consultation servicesDesigned to be powerful yet • easy to use, resulting in loyal customers - eHD has a 90% customer retention rateConsists of a complete s• er-vice solution, more than just software

Essential Third Party Integration

Supported on Windows, Linux, • Mac and OES Integrates with GroupWise or • Outlook/Exchange calendar and email systemsAuthenticates users via LDAP • with eDirectory, Active Direc-tory and Apple Open Direc-tory Links with ZENworks• - Search ZEN assets within eHD- Tie ZEN assets to Tickets- Run reports grouped by

ZENworks assets- View troubled asset reports for ZENworks managed devices- Remote control within a Ticket

Reporting with True Business Intelligence

Powerfully reports without a • third party solutionEasily builds management re-• ports that show key statistics and identify problems quicklyShows saved reports with • customizable dashboardsConstructs powerful filters • on all ticket fields including custom fieldsCreates scheduled custom • reports with a recurrence pattern to be automatically run and emailed to selected individuals

Business Process AutomationFacilitates workload man-• agement by mass updating multiple tickets at onceAutomates processes with • Ticket TemplatesManages your business pro-• cesses and routine tasks with WorkflowContains a • built-in asset tracker - import assets, tie assets to help desk tickets, remote control an asset from a Ticket, build reports of troubled assets, track vendors, and create canned reports

The 100% Web Help DeskAvailable on any web browser • (IE, Firefox, Safari, Chrome and others) as a fully web based solutionAccessible via smart devices, • including the iPhone, Android and others

Cross Platform Service Desk Solution

Runs smoothly on Windows, • Linux, Novell and MacOperates on any platform, • even in mixed environmentsRequires no applets• , Flash or other plug-ins

Ease of UseProvides an easy, understand-• able end user experience - your end users will use it!Reduces incident requests • and decreases future support costs via the self-help knowl-edgebaseAdapts to every department • (IT, Facilities and HR) and can be customized for eachAllows an unlimited number • of end usersInstalls easily with all pre-• packaged software com-ponents needed to run the solution (MySQL, Java and Tomcat)Quickly and easily configures • - in a few quick steps, your help desk will be setup and ready to go!Performs Google-like searches • in the quick Ticket search box for different criteria within the TicketDisplays your HelpDesk in • over five languages

www.grouplink.com 801.335.0700

GroupLink believes that if we only provide you with superior support, our service has only been extended half-way. Our commitment is to not only provide you with supe- rior support, but help you provide that same level of service to your end users. This is the standard everything HelpDesk is bringing to the IT community.

Our Commitment to Success

Success with everything HelpDesk®

K-12

“Going from a client install of our previous help desk software to everything HelpDesk, a web-based application, was like going from horse and buggy to a fully loaded race car.”

– Christel Powell, Danville School District

“Prior to using everything HelpDesk, we didn’t know how many incidents we were solving. The squeaky wheel got the grease and incidents were missed and forgotten. Since implementation, end user satisfaction has increased tremendously.”

- Sandra Simola, Regional District of Fraser-Fort George

Government

“The question we heard most in IT was, ‘What do I do next?’ Now with HelpDesk we simply point them in the right direction and off they go, providing our personnel with the means to access infor-mation and in doing, successfully fulfill their responsibilities in a timely and user-friendly way.”

- Jay Carlson, City of Naperville

Higher Education

“Your HelpDesk software is way too cool. As an administrator I was able to go in with zero training and use the knowledgebase por-tion with ease. The system proved to be very user-friendly—that is something we had to have for our students and faculty.”

- George Bittles, Ivy Tech State College

Healthcare

“We now have a 94% response time, which means all requests are handled within the first 5 minutes…we have decreased our phone calls to the help desk by over 70%, with end user satisfaction at an all time high.”

- Teresa Stillwell, Catawba Valley Medical Center

©2011 G

roupLink® Corporation

www.grouplink.com 801.335.0700

Latest Release Features

Changes to My Tickets Screen• Export selected Tickets from the My Tickets screen• Perform a quick Google-like search in the upgraded quick Ticket search box for criteria such as Location, Group, Category, Category Option, Subject, Note, History Subject, and History Note

New Android Interface• Create, modify, and update Incident Tickets directly from your iPhone or Android • Easily use and operate eHD on your smartphone with the iPhone and Android specialized interface• Call or email the Ticket contact directly from the Ticket

Improved Internal Asset Tracker• Remote control an asset from within a Ticket • More easily import assets and vendors, and append assets when importing • Search on assets in the Ticket Search

Enhanced Email to Ticket Feature• View the email address of the anonymous account in the Contact field of the Ticket • Create new user accounts, use anonymous accounts, or do not allow unrecognized users

Modified Ticket Search• Search for a specific technician’s Tickets more quickly and easily with the enhanced Technician Ticket Search. Technicians who belong to more than one group will only be listed once. • Further analyze Technicians’ Tickets by adding Group to the search criteria

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eHD System RequirementsContact Us

To find more information and register for a demo, please visit: www.grouplink.com

or email us at info@grouplink.net

For a free 30 day trial download visit: www.grouplink.com/forms/ehdtrial.html

GroupLink563 W. 500 S. Ste 400Bountiful, UT 84010

801.335.0700

©2011 GroupLink® Corporation. All rights reserved

Dec 2011 eHD 9.3

For the most up-to-date System Requirements visit our websitehttp://www.grouplink.com/products/ehd/requirements.html

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www.grouplink.com 801.335.0700

Client Machine Web-Browser Requirements

- Internet Explorer 7 or higher - Firefox 2.5 or higher - Safari 4 or higher - Google Chrome 6 or higher

Supported Mobile Devices

- Android Mobile Devices v1.1 or higher - Blackberry Bold v4.6 - Blackberry Curve v4.6 - iPhone v3.0 or higher - iPod touch v3.0 or higher - Windows Mobile v5.2 or higher

Server Machine System Requirements

- Minimum of 2 GB of RAM - Java-J2SE 1.5 or higher - J2EE compliant application server (Tomcat, JBoss,

Websphere, or Weblogic) - One of the Following Operating Systems: o Microsoft Windows (XP, Server 2000 or higher) o Major Linux Distributions (Ubuntu, RedHat, Fedora) o Novell OES, OES2, SUSE, SLES 9 or higher o Mac OS X 10.4 or higher - SMTP Email Server (required for sending outgoing

email notifications)* - POP 3 or IMAP compatible mail server (required for

email to ticket feature)* - Active Directory, eDirectory or Apple Open Directory

(required for LDAP integration)*

Database Requirements

- Minimum of 1 GB free Hard Drive Space (expandable as needed)

- One of the Following Database Servers: o MySQL (5.0 or higher) o PostgreSQL (7.3 or higher) o Oracle (9i or higher) o MS SQL Server (v. 2000 or higher) o Sybase (15 or lower)

* Not required for core eHD functionality.

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