Features
Available as a standalone application or as an integrated module of DNA, NetSupport HELPDESK is a powerful and wholly web based solution providing detailed recording and tracking of user Help Requests. NetSupport Helpdesk features advanced implementation of ITIL processes.
Ticket Management
Automatic assignment of tickets to operators based on pre-defined customer rules based on either Problem Type or User Type.
Automatic escalation of ticket status based on customer specific rules.
Structured notes history for a ticket with source identifiers (telephone, email and more) for each additional entry within the ticket LifeCycle.
Full Hardware and Software Inventory information for each user's system.
Attach, store and associate files to a Ticket.
Automatic priority assignment for new tickets.
Record time spent when updating tickets, and view total time usage in the main ticket record.
Prioritised Help Requests for users and ticket types together with easy OperaTor allocation.
Help Request Logging with customisable categories for Easy Input.
End users can raise help requests on-line and review current status in real time
User Management
Active Directory integration.
Import users / Microsoft Active Directory into the Helpdesk database.
Allow end users to generate Helpdesk logon Accounts or restrict generation of end user accounts to Administrators and Helpdesk operators.
Importing user departments and companies from other systems into the NetSupport Helpdesk.
Integration
Direct integration with DNA Suite Inventory and departmental information.
Direct integration with Remote control.
Customisation
Custom Data Designer allowing for customised data fields.
Profiled Operator access and customised functionality.
Streamlined creation of a solutions database to aid future help requests.
Use the intuitive design tool available to administrators to add custom data items to trouble ticket records.
Multilingual user interface
