Migrating to NetHelpDesk
Unique Selling Points
Personal Support Team
All Modules as Standard
Integration with Apps
Technician Web Portal
Windows Phone App
Web-enabling & SaaS
MSPs / IT Companies
Schools / Colleges / Universities
Help Desk Requests
Easy Transparent Upgrades
Sections and Technicians
Request Types and Forms
Custom Action Buttons
Populate Legacy Data
Dictionaries & Spell Check
Escalation / Notifications
Column Selection & Filters
End-User Web Interface
Link your Existing Portal
Simple Disaster Recovery
Next Level Features
Reports & Dashboards
Service Level Agreements
Sales Opportunities and Leads
Work Flows & Templates
ITIL and Pink Verify
Service Desk Management
Service Asset and Config
Release and Deployment
Service Level Management
Google Maps Integration
Closure Procedure and Surveys
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"
Sales Orders Processing
Purchase Orders Processing
QuickBooks Online Integration
Developers / Integrators
Reseller / Partner Program
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
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
Here are just some of the benefits that this feature has with your current
As many Request Types as you like, with customised fields for
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
Have fields appear based on another's selection result (dynamic
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
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
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