everything HelpDesk Features List

everything HelpDesk

IT support management system & help desk

4.27/5 (11 reviews)

everything HelpDesk Feature Summary

  • Inbox / queue management
  • Known issue management
  • Automated routing
  • Service desk (ITIL / ITSM)
  • Multiple brands / products
  • Help desk management
  • Support ticket tracking
  • Trouble ticketing
  • Electronic submission
  • Customizable fields
  • Lead assignment
  • Automatic lead distribution
  • Escalation management
  • Multi-language
  • Email notifications
  • Calendar sync with Google
  • Calendar management
  • Team calendars
  • Asset management
  • Process management
  • Workflow management
  • Event triggered actions
  • Automated scheduling
  • Project management
  • Customizable templates
  • Custom fields
  • Data import/export
  • Import / export data
  • Email templates
  • Prioritizing
  • Reporting & statistics
  • Summary reports
  • Performance reports
  • Boolean search
  • Customizable reporting
  • Scheduled reporting
  • Survey management
  • Feedback collection

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (135 other apps)
Activity Dashboard (56 other apps)
Automatic Notifications (62 other apps)
CRM Integration (52 other apps)
Chat (131 other apps)
Contact History (51 other apps)
Customizable Branding (54 other apps)
Email Integration (59 other apps)
Instant Messaging (67 other apps)
Knowledge Base (81 other apps)
Monitoring (58 other apps)
Multi-Channel Communication (56 other apps)
Prioritizing (52 other apps)
Real Time Monitoring (46 other apps)
Reporting & Statistics (71 other apps)
Social Media Integration (56 other apps)
Surveys & Feedback (58 other apps)
Third Party Integration (63 other apps)
Ticket Management (50 other apps)
Workflow Management (46 other apps)

Competitor Feature Comparison

everything HelpDesk Feature Reviews

10 reviewers had the following to say about everything HelpDesk's features:

Anonymous
(Higher Education company, 1001-5000 employees)

Great Help Desk Ticketing Solution

2018-07-10

Pros

This really is cool as it gives you real time statistics of tickets you have open/closed, etc.

Cons

The interface is a little outdated.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Other

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
A verified reviewer

Solid self-hosted helpdesk

2018-04-25

Pros

Self-hosted on linux. 99% of our users submit tickets via email.

Cons

Novell integration is interested; but I'd like to see some Microsoft integration for asset tracking.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from GroupLink


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

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Colleen Hernandez

GroupLink HelpDesk

2016-11-21

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.

Pros

Ease of use.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Tim Knight

Great software for the price

2016-11-09

We only use the incident management and knowledgebase functions and they perform very well for our 300 user environment.

Pros

Its integration with our email system.

Cons

The inventory module is not very usable for us.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Mark D'Angelo

Got the job done.

2016-12-08

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.

Pros

- Well-built, rarely had any software problems - Allows customization of ticket views - Great integration with other departments

Cons

- Rather bland layout - Feels a little out of date - A little pricey for what you get.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from GroupLink


Mark,

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!

Sincerely,
Your GroupLink Customer Success Team

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Andy Martin

Does what it needs to do

2016-10-10

Users have no issues being able to report or inquire on their tickets. Let's me manage the problems, not the helpdesk software.

Pros

Easy to use and manage.

Cons

Some of the more advanced features that require an active client on the computer.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Dave Burek

Very nice Helpdesk system

2017-02-10

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.

Pros

Ease of use and the communication tools for keeping users up to date on their tickets

Cons

None

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Jasper van Zuijlen

does what it needs to, very basic, but lightweight, works in most browsers

2016-06-13

it's fairly easy to use. not too hard to setup or update, configure etc (we use Linux server OS).

Pros

easy to use, fairly light-weight, not too expensive in comparison to other pro packages.

Cons

A stair-wise mouse-over expanding feature might work better for some (e.g. New>Ticket/KB/Filter>Group>Category>category option).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10

Recommendations to others considering everything HelpDesk

question in newsletter was "Know another department who could use eHD?". Most important here i would say is a (Customer) Service department. We have a department of 5 users which support our customers on the equipment they buy from our company. This is daily contacts with several clients. At the moment they use Excel to log their calls etc. But in my opinion a system like eHD is very suitable for logging clients' calls into a system, categorizing complaints to whichever part of the machine they have troubles with. I have to give our representatives a demo sometime to show how they could use it and have them decide, but i honestly think that would be very useful to them.

Source: Capterra
Helpful?   Yes   No
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Ann Heath

grouplink helpdesk

2016-11-14

Ease of use for the end user submitting a ticket is easy.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No

Response from GroupLink


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.

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Willies Gomez

Ehelpdesk for the win

2017-02-16

I love that it is user friendly and most staff can create tickets without training.

Pros

Easy to use

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more