Layton Technology Review

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Layton Technology, Inc. is a provider of networking auditing and help desk software. The company was established in 2000 and is based in Tampa, Florida. The company’s executive team has over 35 years of IT experience. There are more than 10,000 companies of all sizes worldwide that use Layton Technology software solutions. The company has several associated resellers.

Layton Technology Key Features

Layton Technology offers two help desk products: HelpBox and ServiceDesk. HelpBox is a web-based help desk solution with quality features, but little complexity. The solution is simple and configurable; it does not require any add-ons or additional modules to function. Because it is a web solution, the application doesn’t even need to be installed. HelpBox features are presented upfront, at a straightforward price model:

  • User access from anywhere with internet access
  • A knowledge base provided for customer troubleshooting
  • Email and ticket integration, which allows for email requests to be converted into tickets and for email notifications of issue developments and escalations
  • Task scheduling
  • Notification announcements across agent networks
  • Customizable forms, reports, and interface

ServiceDesk is the newest upgrade of the HelpBox product. The solution is a web-based ITIL help desk built up from scratch. ServiceDesk follows its predecessor’s product model; it comes with all product modules upon implementation at a low price. The latest features include:

  • A brand new user interface, designed to be intuitive and easily negotiable
  • Heavy security, necessary as a web-based solution
  • Calendars and scheduling: administrators can view the calendars of multiple representatives in a single view
  • Customizable layout that can be branded with your company logo
  • Self-help service to take care of common customer questions
  • Redesigned email integration that works with Microsoft Exchange 2003, 2008, and 2010 through POP3 and SMTP.
  • Reporting and analysis with customizable graphs and charts
  • Management systems for your internal departments, assets, customer assets and service level agreements, and other data.
  • Support on all major browsers (Internet Explorer Safari, Mozilla Firefox, and Google Chrome)

Layton Technology Highlights

  • The products are sold at very low prices for high-end value; prices start at as little as a few dollars per PC. This is a function of Layton Technology’s business model that focuses on simplicity and utility.
  • Layton Technology currently provides several online user guides. Technical consulting is also offered to customers.

Layton Technology Help Desk Technology

ServiceDesk was entirely rewritten in the latest ASP .NET language. It uses several Web 2.0 features, such as AJAX.

Happy Customers

Customers of Layton Technology products include: U-Haul, AAA, Hilton Hotels, Pepsi, Heinz, Stetson College of Law, Boeing, Time Warner, Lockheed Martin, The Salvation Army, APL, and the Philadelphia Phillies.

Bottom Line

Layton’s help desk applications give great value for little cost or installation hassle. Their products are developed using the latest designs and trends. The usual IT complications associated with this sort of product are not present because the HelpBox solutions are 100% hosted. To have convenience and more bang for your buck, this product may be the way to go.