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

E-mail Integration


As with all good help desk software, NetHelpDesk integrates seamlessly with your choice of mailboxes, whether on Exchange, Office 365, GMail or wherever. You'll no longer have to go searching for communications related to your end-users request, as all communications are logged against each ticket.

 



The Rich Text e-mail interface allows end users to submit requests by sending an e-mail to mailbox addresses, and the e-mail to be seen in NetHelpDesk, exactly as it was intended to be seen.

NetHelpDesk reads these mailboxes, and creates new requests in the database. An optional acknowledgement can be sent back to the end user. 

Below is an example of the kind of e-mail an end-user may send to your helpdesk, with rich text formatting and embedded images:

 

Example of E-mail sent by End-user

Click the thumbnail to expand your view.



Below is an example of how that e-mail will appear in NetHelpDesk, for the Technician to view, and start work on the enquiry:

 

Example of how E-mail sent by End-user will appear in NHD

Click the thumbnail to expand your view.



Below is an example of an e-mail template could look in NetHelpDesk's E-mail Templates, with rich text formatting, embedded images, $variables containing relevant ticket data, and one of many that can be used. A different one could be sent by different mailboxes on behalf of different businesses if required:

 

Example of E-mail Template for Automatic Acknowledgement E-Mail sent to End-user

Click the thumbnail to expand your view.



Below is an example of how that e-mail will appear to the end-user in their Outlook. It looks like any other e-mail, and as far as they are aware, it was sent from Outlook:

 

Example of how Automatic Acknowledgement E-mail looks to End-user in Outlook

Click the thumbnail to expand your view.



Below is an example of the e-mail template NHD uses to form a standard communication from NetHelpDesk, again with rich text formatting, embedded images, $variables containing relevant ticket data, and one of many that can be used.

Example of E-mail Template used by your teams for End-user Communication

Click the thumbnail to expand your view.



Below is an example of a standard action added by the Technician against the Ticket, asking the end-user for further information in order to resolve the issue, and attaching a document to help.

 

Example of Standard E-mail Communication added to Ticket by Technician

Click the thumbnail to expand your view.



Below is an example of how the above standard action added by the Technician against the Ticket, will look to the end-user when they receive it in their mailbox. 

 

Example of how Standard E-mail Communication looks to End-user in Outlook

Click the thumbnail to expand your view.



Below is an example of a standard Technician Notification that can be sent to Technicians by NetHelpDesk, informing them of the tickets created in NetHelpDesk, and assigned to them. The people working on the calls do not have to be logged into NetHelpDesk to be able to interact with it.

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

Click the thumbnail to expand your view.



Below is an example of how that standard Technician Notification will appear to the Technician in their mailbox, however they choose to access it.

Example of a Technician Notification E-mail

Click the thumbnail to expand your view.



The end user and Technician can both be kept informed of progress via e-mail, as actions are taken on the request.  They can update their request by replying to these e-mails.  When the call is cleared, the end user can again be notified by e-mail.

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.

  Create tickets straight from e-mails sent to your mailboxes.  
  Poll as many mailboxes as you like.  
  Use different e-mail template groups for each mailbox.  
  Send responses from same mailbox received on, so end-user thinks it's just another e-mail.  
  All communications in and out of NetHelpDesk are tied to their respective tickets.  
  All comms recorded are time and date stamped for easy audit and quality control.  
  All comms are in rich text, so read and send e-mails how you intend them to be read.  
  Intellisense e-mail address creation, as NetHelpDesk learns just like Outlook.  
  Long e-mail trails are cleverly truncated in preview, but just open up to see full e-mail trail.  
  Keeps all embedded images in the body of the e-mail.  
  All attachments go into their own separate tab in the tickets.  
  Attachments can be stored in the database, or in a network share, based on preference.  
  Tailor custom buttons to use different e-mail templates automatically.  
  Updates to merged tickets are added to the ticket that is open, so you don't have to worry.  
  Forward e-mails directly from your inbox to help desk to log a ticket for the Customer...  
  ...and it uses their e-mail to log the call against their account, and not yours.  
  Send Automatic acknowledgements to your end users, or switch off individually as required.  
  Send automatic response e-mail to let end-user know that their call is being worked on.  
  Copies of all comms are sent to the notes section on the Smartphone apps.  
  Send e-mails directly from the Smartphone apps whilst on the move.  
  Keep your technicians updated with intelligent e-mail notifications with relevant information.  
  Send welcome e-mails for web portal access, tailored to your corporate image.  
  Automatically append signatures for your team to the bottom of e-mails.  
  Choose how NetHelpDesk logs the e-mail to the Customer, using domain for unknown users.  
  Add e-mail rules to ignore spam or updates, so no tickets are created for them.  


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.

And much more. 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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