everything HelpDesk Software


 

everything HelpDesk is a help desk solution that helps users manage incidental requests, tracking issues and reports. Key features include multi-departmental desk support, dashboards, email and calendar integration.

everything HelpDesk’s email and calendar integration feature allows users to schedule appointments, tasks and events on platforms like Microsoft Outlook, GroupWise and SMTP.

The dashboard feature helps users view analyze employee performance against key performance indicators. The help desk ticketing system is functional across various departments including IT, human resources, maintenance and more.

Support is available via phone and email.

 

everything HelpDesk - Ticket submission form
 
  • everything HelpDesk - Ticket submission form
    Ticket submission form
  • everything HelpDesk - User interface for incident management
    User interface for incident management
  • everything HelpDesk - Customizable reports
    Customizable reports
  • everything HelpDesk - Knowledge base
    Knowledge base
  • everything HelpDesk - Mobile access
    Mobile access
Supported Operating System(s):
Mac OS, Web browser (OS agnostic)

12 Reviews of everything HelpDesk

Showing 1-12 of 12

 

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Hector from San Marcos Unified School Distric
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

August 2018

August 2018

Great Helpdesk Tool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

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

Cons

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

Review Source: Capterra
 


July 2018

July 2018

Great Help Desk Ticketing Solution

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

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.

Cons

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

Review Source: Capterra
 


April 2018

April 2018

Solid self-hosted helpdesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Self-hosted on linux. 99% of our users submit tickets via email. Excellent pricing. Easy and quick to update software versions.

Cons

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

Review Source: Capterra

  Response: GroupLink, GroupLink

Date: May 2018

May 2018

 

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

 

Willies from The Jewish Museum
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

Ehelpdesk for the win

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Pros

Easy to use

Review Source: Capterra
 

Dave from St Labre Indian School

February 2017

February 2017

Very nice Helpdesk system

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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
Highly reccomended.

Pros

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

Cons

None

Review Source: Capterra
 

Mike from Beautiful Plains School Division
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2016

December 2016

great product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

very happy with it, been using for about 10 years.

Review Source: Capterra
 

Mark from Heartland Community Church

December 2016

December 2016

Got the job done.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

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.

Review Source: Capterra

  Response: GroupLink, GroupLink

Date: December 2016

December 2016

 

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

 

Colleen from City of Thousand Oaks

November 2016

November 2016

GroupLink HelpDesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Ann from WYDOT

November 2016

November 2016

grouplink helpdesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra

  Response: GroupLink, GroupLink

Date: November 2016

November 2016

 

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.

 

Tim from Sweetwater County
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2016

November 2016

Great software for the price

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Pros

Simple to use. Easy to customize. Its integration with our email system. We like the knowledgebase as well.

Cons

The inventory module is not very usable for us.

Review Source: Capterra
 

Andy from Innovative Mattress Solutions

October 2016

October 2016

Does what it needs to do

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Pros

Easy to use and manage.

Cons

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

Review Source: Capterra
 

Jasper from Rademaker BV
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2016

June 2016

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Pros

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.

Cons

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.

Advice to Others

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.

Review Source: Capterra