Help Desk Software

Today, GroundWork Open Source and Zendesk teamed up to synchronize data between monitoring events and help desk tickets. The resulting product: Enterprise Quickstart + Zendesk Connector Appliance.

GroundWork is a provider of commercial open source-Based IT Management and network monitoring solutions, and Zendesk is the help desk provider that boasts about pushing the boundaries of traditional help desk—it was practically a match made in heaven. Enterprise Quickstart is the GroundWork component, and refers to the Enterprise Edition of their monitoring platform. Synchronization with Zendesk’s product will give IT managers more accurate information, reduce their operational costs, and do away with the manual steps typically needed to connect data from independent systems.

One of the most appealing features Enterprise Quickstart + Zendesk Connector has to offer is that customers will be able to view operations through a single window. All pertinent information can be accessed within Zendesk using a single login, and ticket creation and tracking is equally as simple. Some other features included in the Appliance package: license to monitor 100 devices at a single location for 12 months, Novell SUSE Linux Enterprise 11, and email support for the first 60 days of the license.

For a company that’s only a few years old, Zendesk has been progressing nicely. The company takes extreme pride in the integrative qualities of their help desk solution, and it is certainly serving them well—recent Zendesk integrations include BatchBook and Contactology. As an undoubted up and comer in the help desk market, we’re curious to see what else they churn out this year.

There will be a live demo of Enterprise Quickstart + Zendesk Connector Appliance on Thursday, March 25th, at 10am PT/ 1pm ET.

At the Service Desk & IT Show this month, Sitehelpdesk.com launched their newest help desk product: CTImonitor. CTImonitor is an integration module for computer telephony, and it dials out directly from applications and identifies incoming callers. The overarching goal is to make support departments more efficient by making the browser-based product as web-interface friendly as possible—this way, users can handle calls as quickly as possible.

Designed to work alongside other Sitehelpdesk.com products and the Microsoft Office suite, CTImonitor helps users recognize the incoming caller, and immediately gives a popup display with that customer’s information, as well as a direct link for the support person to start recording information. All calls are logged into a call history list as a means of helping attendants avoid missing calls, and CTImonitor also enables users to dial phone numbers from web pages.

It’s certainly auspicious when any product is improved upon, but Sitehelpdesk.com’s latest offering isn’t quite treading new ground by providing the ability to dial out directly from applications.

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