it's fairly easy to use. not too hard to setup or update, configure etc (we use Linux server OS). Of course it ain't no Topdesk, but that's also very visible in the price i believe (manager does the contracts & payments so not 100% aware of pricing). Bugs sometimes take a while to be solved, though sometimes also very fast, depends on Dan's schedule i guess.
easy to use, fairly light-weight, not too expensive in comparison to other pro packages. Decent filter system, with a small con, you really have to know how to use it. It's very strong if you know how, but for standard users a bit difficult.
sooooo much clicking. I mean, for the way i work as technician it works very well, especially because i combine keyboard use a lot with the category options etc to auto-fill the boxes and tab to switch between boxes etc. A stair-wise mouse-over expanding feature might work better for some (e.g. New>Ticket/KB/Filter>Group>Category>category option). Don't know if that is clear but if you wish i can try to explain better on request. Standard search box only available to technicians and manager, not to standard users. Search box also has very bad results. No sorting options, no extra filter options. Very limited. Can use a lot of improvement. Management of custom fields can also use improvement.
Self-hosted on linux. 99% of our users submit tickets via email. Excellent pricing. Easy and quick to update software versions.
Novell integration is interested; but I'd like to see some Microsoft integration for asset tracking.
Thanks for this review! We¿re happy to announce everything HelpDesk (¿eHD¿) currently integrates w/Asset Tracking thru ¿GroupLink Network/Asset Explorer¿ & its partner, and v11.7 (late `18) will integrate w/MS & Google cals.
We¿d love more input as many customers participate in the roadmap. Current & 2018 releases include:
¿ MFA, ADFS, Google SSO, etc.
¿ More APIs w/acctg & other
¿ Asset Tracking tied deep w/incident reports, work-orders
¿ Enhanced Self-Service (w/ predictive KB)
¿ New mobile apps
o use GPS for location-based work-orders
o scan-in/out w/mobile device
o apps thru Apple & Google
¿ "Network Asset Discovery" (e.g.,topology, audit, reports) & "Network Device Monitoring¿ (e.g., alerts & alarms)
With great customer relationships we¿ll continue to upgrade and improve our already strong ticket & asset tracking solution, keeping it powerful, easy to use & economical for the budget minded.
Happy to discuss 801-335-0700
Overall, "everything HelpDesk" by Group Link is a solid HelpDesk solution. I used this software at my prior job for almost 2 years and had no complaints. It certainly isn't very flashy and it did does not have a lot of customization, but for what it was used for (task management, communication between tech/client) it just simply got the job done. It is lacking some of the most attractive features that you may find other solutions but in my experience there was rarely a software glitch or a problem that required support. All that said, If you are looking for a solid, albeit conservative, helpdesk, and asset management solution, then this would be a great choice.
- Well-built, rarely had any software problems
- Allows customization of ticket views
- Great integration with other departments
- Rather bland layout
- Feels a little out of date
- A little pricey for what you get.
Thank you for your feedback! We appreciate your comments from your previous job and are sorry to hear you are not using everything HelpDesk (eHD) with your current employer.
We wish you could see and use the latest version of eHD, with its great UI and powerful features and flexibility for streamlining work for IT technicians & management, and for giving great Work Order tracking and templates and reports for other departments, like HR, facilities and maintenance.
Also, our new pricing structure makes eHD very cost advantageous for small to large organizations and we also offer a Free Version for up to 3 technicians http://grouplink.com/products/everything-helpdesk/free-helpdesk-offering/
We'd love to work with your current team!
Your GroupLink Customer Success Team
You can fully customize this software depending on your needs, you can add a connection to your SQL and active directory, you can have 2 way communication between technician and the person that created a work order or asked for help, you can add attachments, videos, etc
if you modify or customize your software and you upgrade to the latest version you sometimes loose any manual change so make sure you make a backup before each upgrade
We have been using Grouplink for 4 years and it works great for our environment. We only use the incident management and knowledgebase functions and they perform very well for our 300 user environment.
Simple to use. Easy to customize. Its integration with our email system. We like the knowledgebase as well.
The inventory module is not very usable for us.
very happy with it, been using for about 10 years.
Ehelpdesk has been a very important tool in our organization. It allowed us to track our work, problems and solutions. I love that it is user friendly and most staff can create tickets without training.
Easy to use
I like the fact that it is very customizable. You can make custom fields and report on those. They also have an add on called Dashboards. This really is cool as it gives you real time statistics of tickets you have open/closed, etc.
The interface is a little outdated. Old school menu systems in a webpage. Doesnt really seem like you're on a webpage, more like you're using a thick client
I have been using Everything Helpdesk in our organization for a number of years now and really like the application. It works very well for us, not only in IT but we also use it in our maintenance department for their work orders and to document for our change management policy. It is simple to use and very adaptable
Ease of use and the communication tools for keeping users up to date on their tickets
Everything HelpDesk has worked well in our office to allow us to track tickets and to allow staff to automatically generate a ticket just by sending an email.
Ease of use.
We would like to be able to customize the survey so that we can ask our own questions and it would be nice to be able to turn that option on/off based on a time period rather than by ticket.
Easy to use and configure. Users have no issues being able to report or inquire on their tickets. Let's me manage the problems, not the helpdesk software.
Easy to use and manage.
Some of the more advanced features that require an active client on the computer.
Ease of use for the end user submitting a ticket is easy. Ease of use for the administrative side (setup) is not that easy. Customer support is slow to respond, have submitted tickets in the past that took months to get responses.
Ann, thank you for your feedback! We apologize for any delayed response to your submitted tickets. We work hard to make timely support responses a priority at GroupLink and have made attempts to contact you. Please reply at your convenience and we will be happy to resolve those issues.