Product Features


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NetHelpDesk Interfaces

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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

Customised Action Buttons on Requests


Whereas other products will force users to utilise the action button setup that works for their product, instead, NetHelpDesk gives Technician users freedom to choose what multiple options of action buttons to use with Requests, that allow them to complete their work relevant to your business model.
 


Customise what they are called, where they appear, how they appear, image icons, default values, options inside the action details screen to use for internal purposes, and much more. Tailor NetHelpDesk's every day use around what is needed for you all to streamline processes and get the job done.


Understanding What NHD Offers

Imagine a product that lets you define what action buttons are called, and define what happens when you click them. Now imagine that functionality not costing your business hundreds of thousands in cash. Welcome to NetHelpDesk.

In the product’s standard setup, we have suggested some sensible options for action buttons within requests. The first three involve communications within requests: E-mail End-user, Internal Memo and Re-Assign.

The “E-mail End-user” action is a public action on a request that sends a note to the end-user based on what you specify on the note, and this is injected into an e-mail template, which can customised around this. It is available in e-mail summary fields included as standard with the actions, and also via the web interface for end-users.

The “Internal Memo” action is a private action on a request that remains private between you and your team members internally. It never appears on e-mail summaries or web interfaces for end-users in the way the E-mail End-user function would.

The “Re-Assign” action allows your team to assign a call from one Technician user to another. Only one person can be responsible for a request at any one time. As many Technicians can work on the request, adding their notes and time, and so on, but only one in charge to ensure it is completed.

Just these three examples give you a small insight into the wealth of functionality flexibility available in NetHelpDesk request management.

Here are just a few benefits from these customisable action buttons:

  Customisable Action Button description and Caption for action grid.  
  Change the icon that goes with the action button to most relevance.  
  Set defaults of what the action button does, such as status, hidden, workflow...  
  ...approval process, section, technician, charge rate, email setting and more.  
  Choose whether action button send e-mail to end-user.  
  Add attachments to email action buttons as you would in your own e-mail.  
  Specify canned text to populate regular text that is sent repeatedly.  
  Full rich text formatting in note part of all action screens.  
  Define which fields are available for internal data capture such as time spent, priority...  
  ...status, non-billable and travel time, category, request type and much more.  
  Specify certain action buttons to appear as part of a forced workflow procedure.  
  Preset SLA hold and release procedures based on who is updating.  


And much more. Here is an example of the action buttons included in standard setup:

Example Filters in Main Screen Ticket View Screenshot

Click the thumbnail to expand your view.


Here is an example of the action buttons tailored in a unique setup:

Example Filters in Main Screen Ticket View Screenshot

Click the thumbnail to expand your view.



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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