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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

Request Types and Forms


Whether one form or one hundred forms are necessary to complete, NetHelpDesk caters to your requirements with extensive customisation. The "Request Types" are the forms that your Technicians or End-users complete regarding the enquiry, and forms such as Quotations, Print of Request Details etc. can be customised too.
 


Think back when NetHelpDesk and technology never existed, and your team used pieces of paper to have forms to complete, based on what type of request was being recorded.

Each form would capture information specifically tailored to the type of request, so a support request would maybe include the piece of equipment affected, or a complaints request could capture the complainant's availability, or a sales enquiry would capture when an item needs to be implemented by, and so on.

NetHelpDesk gives you “Request Types”, and each one represents that paper “form”, and you can tailor what is captured in each one. There is no limit to the number of Request Types that can be specified, and controls available to make certain forms available only to Technicians internally, and not end-users via the web portal, or if they are available, what fields appear within that form to the end-user.

Each Request Type comes with the ability to be called whatever you like, and have a set of pre-defined defaults for that type of Request. These can then be specified in other features too, such as Auto Requests.


ITIL and Request Types

We offer an introduction to the ITIL framework within NetHelpDesk, the standard setup required for an IT service desk. These are only suggestions, and NetHelpDesk will use whatever you specify. All pre-existing request types can be edited and new ones added and deleted, as necessary.

We go one step further with ITIL as well, where you can specify multiple request types as one ITIL request type, and still be ITIL compliant. So a Support, Sales and Accounts Enquiry can be set as “Incidents” and linked later to their relevant “Problem” request, and so on.

NetHelpDesk offer an ITIL consultancy as part of the suite of services. Speak with your Account Manager for more information.

The purpose of request types essentially, is set default values for a request, and to control which fields are visible in a new request (including Custom Fields).

Here are just some of the benefits that this feature has with your current workload.

  As many Request Types as you like, with customised fields for populating.  
  Choose what is available to your team internally.  
  Choose what is available to your end-users.  
  Make fields for either group of users mandatory completion fields.  
  Have fields appear based on another's selection result (dynamic forms).  
  Be ITIL compliant with as many request forms as you like, categorised for ITIL compliance.  
  Predetermine set values for fields in capture forms based on set defaults.  
  Give the name to the forms that you want, rather than what is forced upon you.  
  Adjust terminology to your industry, your business model or both.  
  Add as many custom fields that you could ever require and use in multiple request types.  
  All data captured in Request Types are fully reportable, in any way necessary.  


And much more. 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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