Product Features


Start Here


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

Queue Management


Whereas other products will force users to utilise the queue management setup that works for their product, instead, NetHelpDesk gives Technician users multiple options of queue management to select from, that allows individuals to work however they want to, without affecting anyone else in the team!
 


Ensuring your end-users are not left waiting excessive times for their requests to be dealt with, is most support teams aim, to minimise the negative feedback, and maintain an excellent level of service. A happy end-user leads to a more harmonious situation for all involved.


Understanding What NHD Offers

Imagine in the centre of the room is a pot, and inside that pot are all the requests that come from your end-users, all internal issues you've raised between your group, all the automated requests, and notifications from various monitoring software and so on.

Regardless which side of the room you are standing, what is inside that pot remains the same, and all that's different is your perspective. How you see what's inside that pot will depend on where you are looking at that pot from.

The queues in NetHelpDesk work on that basis, and each filter changes the main "tree view" to show the requests in that particular way.

Here are just a few ways requests can be viewed:

  By Customer, Site, and End-user if external end-users.  
  By Area, Site/Department and End-user if internal end-users.  
  By Date, whether occurred, closed, planned or resolution date.  
  By Technician Login, including requests that are unassigned.  
  By Priority based on the Service Level Agreements (SLAs) in place.  
  By Status, and each function in NetHelpDesk can have its own.  
  By Asset Group and Asset Type, defined however you like.  
  By Section, if you split large number of Technicians into smaller groups.  
  By Request Type forms, used to separate different types of requests.  
  By Category, with four category groups, each with up to 600 categories.  


Whether it is Requests, Sales Leads and Opportunities, Projects, Assets, Items, Service Monitoring and so on, the filters adapt in each area to be the most relevant for that function.

NHD allows the Technician users that you buy licences for, the choice of how they wish to work, when they decide to. You can define a default by Technician login too. Easy setup, advanced queue management.

Here is an example of the filters in the main setup screen:

Example Filters in Main Screen Ticket View Screenshot

Click the thumbnail to expand your view.


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.

Copyright Net Help Desk Limited 1994-2014