Product Features

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NetHelpDesk Interfaces


Migrating to NetHelpDesk

Features Overview

Unique Selling Points

Professional Services

Personal Support Team

All Modules as Standard


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


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


UTC Timezones

Reports & Dashboards

Calendar Integration

Service Level Agreements


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

Qualifications Matching

Routing calls through to team members is great functionality, but sometimes, it is necessary to only pick team members who are qualified to complete the work. In other words, you wouldn't want your TV repair man to work on the mechanics of your car, or a telephone engineer to go and fix an issue with a server.

NetHelpDesk allows you to populate a list of qualifications, what they are called, what they involve, and the categories of calls that require that qualification to work on them.

Once done, NetHelpDesk will need to know which technicians are associated with those qualifications, and you can specify those qualifications directly to the profile of your staff that log into NetHelpDesk to look after requests.

  Route calls through to a specific member of your team automatically based on category.  
  Auto Assign tickets based on keywords in the subject line or body of an e-mail.  
  Escalate priority number of requests SLA based on keywords and categories  
  Assign Qualifications against each of your team's profiles, as many as you'll ever need.  
  Matching team members with qualifications escalated to top of reassign list.  
  Still assign calls to other team members, even if qualifications are not matched.  
  Easily engage functionality, with minimal input for maximum benefits straight away.  

The next time a call is categorised with a matching qualification, when your co-ordinator goes to reassign the call to a team member who can deal with it, those with matching qualifications raise to the top of the list with an asterisk, nominating them as those qualified.

You can also route calls automatically through to team members based on a list of criteria, and build a sequence of matching that NetHelpDesk goes through in lightening fast speed, to auto-assign calls for you.

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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