Product Features


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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

Internal Departments


NetHelpDesk is one of the world's leading ticketing systems for internal departments, whether IT, HR, Facilities, Finance, Customer Services, and so on.
 


You can have more than one department using the same database, but drill down security settings so that each department only ever sees their own tickets.

Some of the great features from our help desk software that MSPs will benefit from are:
 

  Technician Data Access and Notifications Management.  
  Multitenancy, so IT Support, Building Maintenance, Sales can all use same Database.  
  Technician Time Management with Efficiency Overviews and Reporting.  
  Multiple Service Level Agreements tracking with Priorities and Escalations.  
  VIP Priority Override for High Level Senior Employee Support.  
  Active Directory / LDAP Integration at Site Level with ongoing Sync.  
  Appointment and Calendar Overview and Integration.  
  End-User Transparency Control, Web Portal, and Private Note capture.  
  Rich Text Knowledge Base and FAQ Publishing for Self-service.  
  Approval Processing with Change Advice Boards.  
  Endless Reporting and High Level Overview Dashboards.  
  Assets Discovery and Management, with RMM Software integration.  
  Items Management with Stock Control.  
  Third Party Supplier Contract and SLA Management.  
  Utilise the CRM features to provide the best service to internal staff.  
  Multiple Mailbox and E-mail Integration.  
  Customise NetHelpDesk to your Company and Industry.  


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.



Administrator & Technician Account Management
Control whether your team users are Administrator level or Technician level users of the main interface, so as they access the system, your support staff can only do what you need them to.

Drill down specific tasks, and restrict what they are allowed to do, force entry completion on items like categorisation and time entry etc.


Notifications
Our product includes a suite of extensive notifications to keep you and your team aware of calls in different circumstances, in a variety of different ways, including e-mail, pop-ups, tray icons, SMS and more.


Multitenancy
Do your IT Team, Building Maintenance Team and other teams all need a Help Desk Software? Want to buy one product that meets all their individual group needs? Do they support the same Customers, but you only want to maintain one database, whilst keeping their calls separated?

NetHelpDesk is perfect for this usage, and more importantly, it's incredibly easy to setup, and configure.


Technician Time Management
Report on Technician time and resource utilisation, with the ability to allocate time against any action within a ticket, with manual or automatic timers built in. Weekly Timesheet reporting dashboard, for contracted : worked and contracted : chargeable times.

Set targets, and use e-mail notifications to warn when timesheets are incomplete. As a Manager, be e-mailed at the beginning of the week about the previous week's recorded times, and access historic data for overviews, personal performance reviews, as well as manage resource within your teams effectively.


Service Level Agreements (SLAs)
NetHelpDesk's advanced Service Level Agreement (SLA) management, allows you to have Area specific and Supplier Specific SLAs, that are easily tailored to the demands of your company's internal processes.

With customisable priorities, timings and descriptions, the possibilities are endless, and allow you to monitor and report on response and/or resolution times to improve department efficiency. Perfect for larger corporate organisations.

Differentiate your tickets between SLA Incident, SLA Maintenance, Projects, and so on, to manage your teams workload, as well as oversee priorities and resource opportunities.


VIP Priority Override
For those end users that need a special level of attention, override their Priority so that any support calls logged for them are automatically escalated, for priority resolution.


Active Directory / LDAP Sync
Import End-users and their details from your Active Directory using LDAP strings, and set up scheduled synchronisation, with intelligent updating.

Importing from pre-formatted spreadsheets is also possible, if your Active Directory isn't as well maintained as one would hope!


Appointments and Calendar
The direct Calendar Integration (possibly the World's only system with this feature!) allows you to plan your own, and your teams week, with intelligent 2-way updating. This then feeds into their mail client Calendars for ease of planning.


End-user Interaction
Allow your End-users to log and maintain tickets via a customisable web portal, using Windows Authentication, that can use your current website, or intranet's theme and navigation. You control what they see!

Alternatively, via multi-mailbox e-mail integration, for 2-way full rich text e-mail threading, or allow your team to easily log calls via phone calls, with customisable request forms with custom fields.

Allow End-users to see an overview of their logged calls with your organisation straight from the completely customizable web interface screen, in our End-user web portal.


Internal Private Notes / Memos
Add notes or entries to your tickets that remain private to you and your team, and are never viewed from the End-user Web Portal, or in e-mail summary action grids.


Knowledge Base

Keep detailed entries formatted in Rich Text in your Knowledge Base, and look up by key words in multiple areas of the software.

Choose which entries to publish to FAQ lists, and make these available via the web portal to your end users.


Approval Processing with Change Advice Boards

Advanced Approval processing for tickets to a Change Advice Board (CAB), manager, or nominated end user etc. within your organisation can be added to improve and manage workflow best practices.


Endless Reporting
Extensive one-click reporting from live data, customisable dashboards and managerial overview dashboards, with public display options on statistics and variances.

Full access to the database back end to write all your own reports if we don't have exactly what you need, with query builders straight from the front end of the application. Our team can help you with  these too.

Build and use automatic reports for areas that need information to track activity with your teams.


Assets Discovery and Management

The Asset Discovery and Management allows you to gather Asset information automatically via SNMP, and this links directly into the correct user's entry in your user data tree.

We offer great integration with your chosen monitoring systems and software, that treats updates differently to main calls, allows for single entry updating, tickets raised automatically when fault arises, or e-mail notification not received.

Integrate with your remote software of choice, to connect into your assets direct from the entry. Whether you choose TeamViewer, Remote Desktop (mstsc), LogMeIn, VNC, or any others you may choose!


Items & Stock Control
Add all your items, physical or service, straight from your billing software, or import easily from pre-formatted spreadsheets. Handle full stock control management straight from NetHelpDesk, and view stock levels when assigning stock to tickets.


Supplier Contract Management

NetHelpDesk has built-in ITIL aligned Supplier Management functionality, to help you monitor your data and interactions with your third party Suppliers, in the help desk software itself.

NHD helps you to keep all the details of your Suppliers, log calls to them with their references, monitor and report on their SLAs with you, and much more.


Customer Relationship Management (CRM) for Internal Structures

Larger organisations can benefit from the CRM features of the product, for internal departments support. Designate a single point of contact (SPOC) at a site, as the primary contact, so everyone know who is the main person to speak with at that location.

If you have VIPs in your company, such as a CEO, or Managing Director, highlight these users as VIPs, and escalate their calls fast with an overriding priority, with notifications.

Also add Area-specific info Pop-ups for your techs to view, oversee all activity via our CRM overview screens, keep detailed notes on the Area, sites and users, all privately stored in the main application.


Customisation
Every company is unique, with it's own terminology, processes, best practices and so on. We at NetHelpDesk, understand this, so have allowed extensive customisation of request types/forms, categories, actions, custom fields, ticket feature visibility and much, much more.

Customise tickets to capture unique custom field info, for non-IT departments.

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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