Product Features


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NetHelpDesk Interfaces

#ChallengeNHD

Migrating to NetHelpDesk

Features Overview


Unique Selling Points


Professional Services

Personal Support Team

All Modules as Standard

Customisation

Integration with Apps

Bespoke Development


Mobile Access


Technician Web Portal

iPhone App

Android App

Windows Phone App

BlackBerry App

Web-enabling & SaaS


Organisations Type


MSPs / IT Companies

Internal Departments

Schools / Colleges / Universities


Standard Features


Help Desk Requests

Easy Transparent Upgrades

Sections and Technicians

Request Types and Forms

Custom Action Buttons

Categorisation

Queue Management

Populate Legacy Data

Dictionaries & Spell Check

Working Offline

E-mail Integration

Escalation / Notifications

Column Selection & Filters

Knowledge Base

End-User Web Interface

Link your Existing Portal

Basic Projects

Documents Management

Simple Disaster Recovery


Next Level Features


Timesheets

UTC Timezones

Reports & Dashboards

Calendar Integration

Service Level Agreements

CRM

Sales Opportunities and Leads

Work Flows & Templates

Qualifications Matching

Approval Processing

ITIL and Pink Verify

Incident Management

Problem Management

Change Management

Project Management

Supplier Management

Financial Management

Service Desk Management

Service Asset and Config

Release and Deployment

Service Catalogue

Service Level Management

Event Management

Availability Management

Multi Tenancy

Google Maps Integration

Expenses Tracking

Journey Tracking

Closure Procedure and Surveys


Advanced Features


Asset Discovery + Management

Service Status Monitoring

GFI Max Integration

Kaseya RMM Integration

N-able RMM Integration

Labtech RMM Integration

Item & Stock Control

"Quotes Thru Bill"

Quotation Processing

Sales Orders Processing

Purchase Orders Processing

Contract Management

Billing Engine

QuickBooks Integration

QuickBooks Online Integration

Sage Integration

Xero Integration

KashFlow Integration

Bugzilla Integration


NetHelpDesk Services


Technical Specifications

Developers / Integrators

Reseller / Partner Program

Notifications, Escalations & Alarms


Notifications for your End-users, your Technicians, Primary Technicians, Account Managers, Project Leaders, as well as Escalations, alarms and Event Handling are real-time aspects of NetHelpDesk.
 


We understand that you won't live in our product, and will need to interact with it when not logged in. Our Notifications, Escalations and Alarms functionality will help you and your team work more effectively and efficiently, whilst giving you maximum data very quickly.

You choose the ticket data you want to go out with the notification, based on $variable strings.

Here is an example of the Technician Notification E-mail Template, populated with $variable strings to populate information many of our customer find useful:

Example of a Technician Notification E-mail Template using $variables

Click the thumbnail to expand your view.


Here is an example of the Technician Notification E-mail received by the Technician in their inbox, populated with $variable strings to populate information so they can action their work promptly:

Example of a Technician Notification E-mail

Click the thumbnail to expand your view.


When a significant event, such as when a new request is created, or a call approaches being overdue, or when a call is re-assigned, NetHelpDesk can optionally inform anyone you define. This can be just the technician dealing with the request, or his section or every technician:

Listed below are some of the notifications, escalations and alarms in NHD as standard.

You can be notified about tickets that are:

  Assigned to You, or  
  Assigned to your Section (Team), or  
  Assigned to All  


...and be notified about the following things:

  New Requests as they are created.  
  Actions Added to calls as they happen.  
  Reassigned from one login to another.  
  SLA 1st Level Warning (percentage of time reached)  
  SLA 2nd Level Warning (percentage of time reached)  
  New Requests (Priority 1) for important calls.  
  New Request (Out of Hours)  
  Closed  
  Time Taken Beyond Estimate of time when call created.  
  Software Usage Alarm  
  Re-order Level Alarm  
  Contract Expiry Alarm  


When there is a change of service status escalation events are generated, based on the criteria you determine, and sets the call with the defaults you use. .

The range of methods for notification include:

  E-mail  
  Pop-Up Window  
  Windows Tray Icon  
  Sound  
  Web Message via Portal  
  SMS (Text Message)  


A 'tool tray' icon program that sits in your tool tray waiting for escalation messages is available with NHD as standard. Escalation messages are queued until received by the technician they are destined for.

Escalation messages are generated by a separate program that runs on a server.

Our product has developed over many years based on Customer feedback, so if there is another way you feel would help you in this area, feel free to speak with us about your ideas. We can usually add in new features quickly, and usually free of charge.

Just contact our team to discuss your requirements. If there are any features you would like to see added to our help desk software, just let us know. See our #ChallengeNHD Twitter campaign for more information.

Contact us to discuss with our team what you are looking for.

 

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