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ScriptLogic Corporation's Help Desk Authority Features Enhanced Asset Management and New Pricing Options.

Help Desk Authority 8.1 Links Trouble Tickets with Asset Data, Integrates with Desktop Authority and Offers iPhone Client

BOCA RATON, Fla. -- ScriptLogic[R] Corporation (, a leading provider of systems lifecycle management solutions for Microsoft[R] Windows[R]-based networks, today announced Help Desk Authority 8.1, a powerful help desk software solution for tracking tickets and shortening the lifecycle of help desk issues. This latest version of Help Desk Authority, which will be available for download on May 11, accelerates incident resolution with: integration of hardware and software asset information directly into trouble tickets, a major upgrade of asset inventory collection features, further integration with ScriptLogic's Desktop Authority[R], an industry-leading solution for comprehensive desktop management, and an iPhone client.

Formerly known as BridgeTrak, Help Desk Authority 8.1 also introduces complete rebranding and new packaging options that recognize ScriptLogic's help desk offerings as a strategic component of ScriptLogic's expanding product portfolio. Furthermore, two advanced versions of Help Desk Authority (Pro and Enterprise) are now available through ScriptLogic's distributor network in the U.S. and Canada.

Help Desk Authority 8.1 offers two ways to link asset inventory with help desk trouble tickets. First, Help Desk Authority's optional HDAsset module has been significantly upgraded to gather an inventory of assets from the hardware and software on the Windows network without requiring agents to be installed on target devices. In addition, customers with Desktop Authority can schedule a regular import of asset inventory collected by Desktop Authority's agents.

"At ScriptLogic, we are committed to updating our products to meet IT administrators' unique and evolving needs," said Jon Rolls, vice president of Product Management at ScriptLogic. "In order to expedite help desk trouble ticket resolution and deliver greater value to our customers, we've made big improvements in Help Desk Authority's asset management capabilities, updated the product packaging options and added integration with our Desktop Authority product line."

Help Desk Authority enables internal help desk technicians and external-facing customer service representatives to manage end-user issues, ensuring that issues are addressed in a timely manner. Three new editions provide varying levels of management and integration, customized to fit within organizations of any size. New Help Desk Authority editions, which include both Windows and Web-based interfaces, include:

* Help Desk Authority Standard Edition: Easy to install solution includes basic ticket tracking, a standard search engine with customizable views and queries, customized reporting and a knowledge base of known issues.

* Help Desk Authority Professional Edition: An integrated help desk solution, Help Desk Authority Pro Edition accelerates time to resolution by automating issue escalation, leveraging a knowledge base for issue resolution, creating tickets from standard emails, offering a more granular tool for searching and integration with Active Directory for secure authentication and consistent user data.

* Help Desk Authority Enterprise Edition: By streamlining the entire help desk process, Help Desk Authority Enterprise Edition allows for quicker time to resolution for help desk tickets, improved control of IT asset information, options for user self-service and issue resolution and true remote management of user desktops locally or across the internet.

Help Desk Authority 8.1's enhanced HDAsset module offers many other productivity enhancements for help desk technicians supporting networks of Windows hardware and software, including:

* Remote asset inventory collection: Audit hardware, software, system configuration and software licensing information without the need to install software or agents on client computers;

* On demand and scheduled audits: Asset data can be collected on demand or audits can be scheduled to run daily, weekly or monthly;

* Asset inventory reporting: Generate detailed asset reports to give a comprehensive overview of all the systems and software within an organization;

* Change tracking tools: Track and report on changes to hardware, software and Windows system changes that occur between asset collection operations; and,

* Help Desk Authority Mobile: A new mobile application for iPhone and iPod Touch users that keeps help desk technicians securely connected to the Help Desk Authority database even if they are not at their desk. A demo of Help Desk Authority Mobile from the App Store is available through iTunes.

"Help Desk Authority does so much more than just ticket management," said Tom Lewis, manager of Corporate IT Training and Workstation Assets at Highlights for Children. "It helps me with change logging, provides tracking of inventory changes, synchronizes with Active Directory, provides auto-escalation, tracks change approval and much more. In today's economy, doing more with less is important."

The availability of Help Desk Authority coincides with the start of Microsoft[R] TechEd North America, May 11-15, 2009 in Los Angeles. ScriptLogic will demonstrate the product, including the modules in Help Desk Authority Enterprise, along with other solutions in its booth #511. IT administrators are encouraged to visit the booth for a chance to win $100 - $500 as part of a wide variety of ScriptLogic show activities.

Pricing and Availability

ScriptLogic Help Desk Authority 8.1 will be available on May 11 and will be licensed per help desk technician. Pricing will start at $199 for Help Desk Authority Standard Edition with a minimum of five help desk technicians. The new HDAsset module will be priced at $5 per computer. A free 30-day evaluation of this product will be available alongside all software solutions from ScriptLogic at

About ScriptLogic

ScriptLogic Corporation, a wholly owned subsidiary of Quest Software (Nasdaq: QSFT), is a recognized leader in Microsoft Windows systems and security management. Empowering more than 25,000 customers worldwide with the ability to manage the desktop lifecycle, streamline Active Directory management, secure and protect Windows servers, and ease the burden for help desk administrators, ScriptLogic's award winning solution families can benefit small to enterprise-size organizations in any industry.

For more information on how you can capitalize on your existing IT investments for Desktop Management, Active Directory Management, Windows Server Management and Incident Management, please contact us. ScriptLogic is headquartered in Boca Raton, Florida, with offices around the world. You can also reach ScriptLogic at (561) 886-2400 or on the Web at

Help Desk Authority, ScriptLogic and the ScriptLogic logo are trademarks or registered trademarks of ScriptLogic Corporation in the United States and certain other countries. All other names mentioned herein may be trademarks of their respective owners.
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Publication:Business Wire
Date:May 4, 2009
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