Who Uses This Software?

K-12 Schools, Higher Education, State & Local Government, and Industry that require a solution to increase tracking effectiveness, reduce total cost of ownership, and provide measurable reporting.


Average Ratings

9 Reviews
  • 4 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $20.00/month/user
    See pricing details
  • Pricing Details
    Priced by # of technicians billed annually or monthly. FREE up to 3 techs
  • Free Version
    Yes
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • GroupLink
  • www.grouplink.com
  • Founded 1996
  • United States

About everything HelpDesk

#1 FOR SCHOOLS AND STATE & LOCAL GOVERNMENT (*Blackboard partner). A robust help desk built to increase end-user satisfaction, minimize Level 1 support staffing needs, save time on recurring tasks and projects, and save money optimizing for multiple departments (IT, Facilities, Maintenance, HR, etc.) For Government, K-12, and Higher Education including Universities, Colleges, etc. Join hundreds of other government organizations and schools. TRY IT TODAY FOR FREE!


everything HelpDesk Features

  • Alerts / Escalation
  • Automated Routing
  • Community Forums
  • Contract / SLA Management
  • Incident Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Multiple Brands / Products
  • Self Service Portal
  • Surveys & Feedback
  • Ticket Management

everything HelpDesk Reviews Recently Reviewed!

Ehelpdesk for the win

Feb 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use

Overall: 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.

Very nice Helpdesk system

Feb 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Ease of use and the communication tools for keeping users up to date on their tickets

Cons: None

Overall: 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.

great product

Dec 12, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: very happy with it, been using for about 10 years.

Got the job done.

Dec 08, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Overall: 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.

Vendor Response

by GroupLink on December 12, 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

GroupLink HelpDesk

Nov 21, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Overall: 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.

grouplink helpdesk

Nov 14, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money

Comments: 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.

Vendor Response

by GroupLink on November 22, 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.

Great software for the price

Nov 09, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Overall: 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.

Does what it needs to do

Oct 10, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy to use and manage.

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

Overall: 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.

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

Jun 13, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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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.

Overall: 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.

Recommendations to other buyers: 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.