ScriptLogic Review

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ScriptLogic, a subsidiary of Quest Software, provides help desk software among a variety of desktop, server, and network management solutions for Microsoft Windows-based systems. The company has won several industry accolades–it has been included in the Inc. 500 list of fastest growing companies in the U.S. for three consecutive years and in the Deloitte Technology Fast 500 list for two consecutive years. ScriptLogic has over 28,000 customers worldwide of businesses and organizations of all sizes.

ScriptLogic Key Features

Help Desk Authority, ScriptLogic’s help desk offering, is available as a range of selections to meet features and pricing needs. Software licenses for either a Windows or web version are made available (note that the web version is not a hosted solution; the application would still be found on your computer’s web server). The application can be purchased either as a Standard, Professional, or Enterprise Edition, as well as tested through a free 30-day trial. Help Desk Authority is highly customizable and can be utilized for internal (employee) or external (customer) support centers.

Help Desk Authority features include:

  • Full customization: create unique screen dashboards without any programming.
  • Multiple systems support: manage the help desk from the Windows system, from a Web interface, or even from an iPhone interface.
  • Full ticket lifecycle monitoring: create tickets with templates or convert the information from emails. Users can set automated rules when issues are put on escalated priority, and real-time notifications are sent to the appropriate IT staff through email, message boards, or other preferred methods.
  • System integration: compile client information from the ticket and from Active Directory.

In addition to these features, users may tack on optional modules. These modules can be purchased through the Professional Edition, or individually.

  • HDAutoEscalate: automatically sends email notifications to end-users and aids staff in the escalation of an issue.
  • HDAccess: gives customers a self-help option through a web portal.
  • HDMail: automatically converts email messages into a ticket in the help desk system.
  • HDSearch: adds onto the already existing search engine by allowing users to search through IT data, files, and attachments, as well as the trouble tickets themselves.
  • HDSync: stores all end-user information in a single location.
  • HDAsset: gives technicians an overview of all systems in their network that logs all hardware and software installations.

ScriptLogic Technology

ScriptLogic’s Help Desk Authority is in version 8.2. This latest version comes bundled with the ScriptLogic sl360 Tool Suite, which is a consolidation of many network management tools. Additionally, ScriptLogic’s new Perspective Network Monitoring Solution automatically creates trouble tickets based off of detected network and application failures.

Happy Customers

Customers include: Armani, Barracuda Networks, Highlights for Children, Marriott Guest Services, New York Municipal Credit Union, Texas Department of Transportation, and the University of Pittsburgh.

Pricing

Licenses are provided per named technician. Pricing between the Standard, Professional, and Enterprise Editions begins at $995 for a five-user license.

Bottom Line

ScriptLogic’s help desk solution gives reliable, automated support that speeds up the ticket process. The product’s range of different offers allows companies of many sizes, budgets, and needs to benefit from it. The automated support makes for an effective system of customer service.