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

Managed Service Providers / IT Companies


NetHelpDesk is one of the world's leading ticketing systems for Managed Service Providers (MSPs) from all industries, and one of few systems with a true multi-customer, multi-site data structure.
 


NetHelpDesk can be customised extensively to fit any type of organisation, not just for IT. We have many Customers who use our help desk solution, in Energy Management, Telephony, Call Centre, Restaurants and many other industries.

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

 

  Access NetHelpDesk on the move, with Smartphone Apps and Tech Web Portal.  
  Google Maps and GPS Coordinate Tracking.  
  Technician Time, Journeys, Mileage and Expenses Tracking and Management.  
  Technician Data Access and Notifications Management.  
  Customer Transparency Control, and Private Internal Note capture.  
  Combination Billing and Contract Management at Customer Level.  
  Support Multiple Sites for One Customer.  
  Multiple Service Level Agreements tracking with Escalations.  
  Appointment and Calendar Overview and Integration.  
  Endless Reporting and High Level Overview Dashboards.  
  Multiple Mailbox and E-mail Integration.  
  Customer Relationship Management (CRM).  
  Sales Opportunities Management.  
  Create Quotations, Sales Orders, Purchase Orders, Consignments for Items & Stock Control.  
  Third Party Supplier Contract and SLA Management.  
  Assets Discovery and Management, with RMM Software integration.  
  Branded Product NetHelpDesk Reseller Program.  


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.

Here is a case study from one of our larger MSP company Customers:

Case Study: RHM Telecommunications  

 


Mobile Access with Smartphone Apps and Web Portal
Take the iPhone, Android or BlackBerry apps with you on your smartphone of choice. All of your Customer, Site and User information is available, you can log tickets, update tickets, pick up unassigned tickets, capture signatures on the touch screen enabled devices, find on Maps integration and much more.

Plot your Technician's location from the integrated Google Maps feature, as their apps send back GPS co-ordinates, to show which Customers they are with, and where the next calls are.

Update your Database from anywhere using a web browser using full rich client interface or web portal.


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. Associate with overriding Technician charge rates, if used for billing.

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.


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.


Customer Transparency
Allow your Customers to log and maintain tickets via a customisable web portal, branded for your company image, and set up multiple sites with their branding included. You control what they see!

Additionally, your Customers can log calls via e-mail, via multi-mailbox e-mail integration, for 2-way full rich text e-mail threading, including embedded images. Your teams can also easily log Customer requests via phone calls, with customisable request forms with custom fields.

Allow customers to maintain their own user lists, and see an overview of their logged calls with your organisation in the completely customizable web interface screen for Customers, 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 Customer Web Portal, or in e-mail summary action grids.


Customer Contract and Combination Billing
The integrated market-leading Billing Engine tailored for MSPs. It allows for time and material contract billing, adhoc charging, review processing, Technician and Customer overriding rates, and much more. Click on Billing in our menu to discover how much your Accounts or Finance team will be pleased!

To make life easier, our help desk software Integrates with most versions of QuickBooks, including UK, US & Canadian and Australian and New Zealand versions, Sage Line 50 versions, as well as Sage ACT!


Service Level Agreements (SLAs)
NetHelpDesk's advanced Service Level Agreement (SLA) management, designed for MSPs, allows you to have Customer specific and Supplier Specific SLAs, that are easily tailored to your contracts you offer.

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.

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


Calendar and Appointments
The Direct Exchange 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.


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 Customers that need information to track activity with your teams.


Customer Relationship Management (CRM)

Designate a single point of contact (SPOC) at a Customer site, as the primary contact, so everyone knows who is the main person to speak within that company.

If you have VIPs at your Customer, 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 Customer info Pop-ups for your techs to view, oversee all activity via our CRM overview screens, keep detailed notes on the Customer, their sites and their users, all privately stored in the main application.


Sales Opportunities Management
Nominate Request Types and Statuses for your Sales opportunities, whether for new or existing Customers, and track all communications as you would support requests. Track sales values and conversion probabilities so your Sales team can prioritise efficiently their workload.


Quotes & Sales Orders
Process Quotation requests straight from tickets, or directly against the Customer's account. Convert these Quotations to Sales Orders upon customer acceptance, to allow for easy billing.


Purchase Orders
Place Supplier Purchase Orders for items that aren't currently in stock, or provided to your Customers via a third-party Supplier. All from NetHelpDesk's one and only help desk solution.


Items & Stock
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 raising orders or quotations.


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.


Assets
The Asset Discovery and Management allows you to gather Asset information automatically via SNMP, and this links directly into the correct Customer in your CRM 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!


Branded Product Reseller Program.
Once you are comfortable and happy with the product, we're happy for you to resell NetHelpDesk onto your Customers, as some of our Customers do now. Talk to our team if this is something you would like to do. We support you every step of the way!

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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