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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

Help Desk Software ITIL and Incident Management


NetHelpDesk has the capability to look after all of your different call types, and still follow the ITIL standard for Help Desks. This includes Incident Management, where everyday requests with a multitude of steps and actions within your organisation needs tracking.


NetHelpDesk has been developed in-line with the ITIL Best Practice Framework, and has been verified in Incident Management for IT Service Management (ITSM).

Incident Management

"Incident management aims to restore normal service operation as quickly as possible and minimise the adverse effect on business operations, thus ensuring that the best possible levels of service quality and availability are maintained."

Multiple Incident Request Types, with rule-defined assignment to technicians, tracking of all actions, clearance and return to service. Easily linked to lead Problem requests, with overview of incidents and their status.


Here are just some of the features available in NetHelpDesk, to help you and your teams manage incidents under the ITIL framework:


Nominate multiple request types as ITIL Incident Management requests.
Specify default values i.e. categories, priorities, service level agreements, and mailboxes.
Escalate incident request types to Problem request types at the click of a button. /td>
Track all activity on the incident request, from occurrence to closure, and beyond.
Attach multiple incidents to a problem request, and update all from the problem request.
Manually create incidents and attach to open problem tickets straight away.
  Link incident to existing problem request simply and efficiently.  
  Report all root causes of incidents to ensure they do not happen again.  
  Share incident resolutions through your Knowledge Base at the click of a button.  
  Oversee incident activity against related assets, to improve on reliability of service and items.  
  Oversee activity against the incidents, and related incidents/problems for easy management.  
  Oversee all Incident Requests from one view, with any information selected to display.  
  Endless reporting capabilities available on all data captured.  


And much more besides. 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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