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

Requests


NetHelpDesk has been written to a Microsoft standard, and emulates Windows products you're already familiar with, with Microsoft Outlook and Windows Explorer style windows.


Using familiar expanding tree views, your team will feel like they've been using NetHelpDesk for years, keeping training simple, and easy, intuitive interaction from the outset.

You can even have all of your own request types, with your own custom fields too!

NHD is also one of the few systems in the world that allows you to set field visibility by looking up other field values first.

Example Simple Main Screen Ticket View Screenshot

Click the thumbnail to expand your view.


Example Advanced Main Screen Ticket View Screenshot

Click the thumbnail to expand your view.


Example Simple Ticket Details View Screenshot

Click the thumbnail to expand your view.


Example Advanced Ticket Details View Screenshot

Click the thumbnail to expand your view.


Whether you want a simple screen, or more detailed, whether you are in IT, photography, building maintenance or a garden centre, you can track all your requests for optimum customer service.

Just some of the great requests functionality you can benefit from in NetHelpDesk includes:

 

  Customised Request Types for your Technicians and End-users to complete.  
  Capture any type of information with Custom Fields and Tables throughout the product.  
  Change terminology to fit your business i.e. Change 'Technicians' to 'Engineers' etc.  
  Alter the name of action buttons, what data they capture, and who can see them.  
  See all Tickets by your choice of filter or queue. You decide which queue is right for you.  
  View by Customer or Area, Date, Technician, Section, Priority, Status, Asset or Request Type.  
  Select the modules each Technician works with. If they don't use it, hide it!  
  Each Technician Login retains it's own settings, including column width, or preview height.  
  Create Global Field views or Technician specific views of data straight from tickets.  
  Choose what you see, and where you see it, including any custom fields from tickets.  
  Advanced filters to search tickets and their content, whether open or closed.  
  Look up tickets based on ticket number, regardless of current status.  
  Quickly add resolved tickets straight into the Knowledge Base, and edit in Rich Text.  
  Hide calls on SLA hold, so if you're waiting for end-user, the ticket is hidden from the queue.  
  Create Tickets directly against the end-user's account, for full traceability.  
  Every action carried out is logged, time and date stamped for auditing and quality control.  
  E-mail the end user directly from the ticket, and their response feeds into their ticket.  
  Capture private notes that the end-user will never get to see.  
  Reassign tickets to other team members, or members in other teams.  
  Log a call directly to a Supplier, monitor their SLA separately, and record history.  
  Initiate an SLA Reminder process, that reminds end-users of detail requested.  
  Automatically close calls if no response is heard from the end-user.  
  Close calls with options to capture data on call success, including End-user Surveys.  



Viewing Requests from Main Screen

The main NetHelpDesk screen allows you to display your choice of fields from the Request Types and Assets Fields, including all of your Custom Fields that you populate.

The Request View allows you to filter calls into different queues, such as by Customer/Area or Site, By Date, Technician, Priority, Status, Asset Type, Section, Request Type or Category.

The tree can also display lists of Opportunities, Quotations, Sales Orders, Purchase Orders, Items and Equipment Types, Consignments, Suppliers and Services.


Creating Requests

Like all good Help Desk Software solutions, your end users can submit requests to you by sending an e-mail, or by using the web browser interface.

Your Technicians can create requests when your end users call by telephone, with customisable Request Type forms and also from their own web browser interface, or Smartphone apps.

You can also web-enable NetHelpDesk from your own servers, so it can be accessed by your team from anywhere without the use of VPN or remote access software.


Customisable Action Buttons

Different types of actions can be defined by you to match the procedures adopted within your organisation. We have defined some sensible example action buttons for you, such as 'Logged to Supplier' prompts the Technician for appropriate fields of information to standardise recording of progress.


You Control What They See

Throughout the lifetime of the request, there will be actions and notes added, that you won't want to your end users to see. What you want your Customers to see, will be different to others, so NHD allows you to customise the level of content they can view vi e-mail, or the web portal.

You also control what they can do with the requests, such as restricting creation of tickets via the web portal, allowing them to see only certain fields, information, action buttons and so on. You remain in control with what experience your Customers have.

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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