Product Features

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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

Timesheets for Time Management

Tracking the time of your team can be useful on so many levels. Helping to point out improvements in productivity, providing the Customer with timings of actions on a call, billing purposes, and so on. The famous saying "Time is money" has never been more poignant than today.

Against each and every ticket, your team has the ability to add time taken on individual actions within our help desk software. The ability to record time outside of tickets, holidays, journey information and travel time, are also available on all interfaces for your team.

Add time on the road via the Smartphone apps for iPhone, Android and BlackBerry, via your tablet such as iPad or Galaxy Tab, and via the Windows application, on your PC.

Here is an example of the timesheet on the Windows application. Each login has their own, and can easily track their own time on tickets, track time outside of tickets, holidays, meetings and so on.

Technician's Timesheet via Windows Application

Click the thumbnail to enlarge.

Here is an example of how your Tech could populate time whilst out of the office, that is outside of tickets using the Smartphone apps. They can also include time on tickets as well.

Technician's Timesheet Entry via Android Smartphone App

Click the thumbnail to enlarge.

All time added to tickets will be logged in the ticket's action grid for full auditing quality purposes, as well as added to timesheets for that member of staff.

Within the Support Staff Timesheets, a timesheet dashboard is available to report on how much time has been logged by each member of staff, and filter by Customer, Category group, Technician or User name.

The dashboard allows you to account for billable and non-billable time, and set targets for your staff to reach.

A Management Timesheet Report e-mail can be sent once a week summarising your staff's activity, and send Staff reminder e-mails if targets have not yet been met.

Our help desk solution also allows you to report on previous weeks at the touch of a button.

Some of our time management features include:

  Capture time on tickets, against the actions you add for easy auditing.  
  All time on ticket collated and added together to form ticket's total time.  
  Associate "charge rates" against time for easy billing and/or reporting of time.  
  Add time manually, or use a manual built-in stopwatch or automatically record time on action.  
  Collates all time for each Technician login to form their own timesheet to check by week.  
  Records billable and non-billable time as well, against the ticket.  
  Record ad hoc time on the go, including all actions outside of tickets (meetings, holidays etc.).  
  Set weekly hour recording targets, and reminder e-mails if target is not yet met.  
  Receive Management Report e-mails summarising team's time for previous week.  
  Overview Technician time over the weeks, month, quarter or yearly summary reports.  
  Assign time to Service Level Agreement compliance (see separate page).  
  Record all time from Technician Web Portal, and from Smartphone apps, on tickets or not.  
  Overview time records in appointments using the Calendar facility (see separate page).  

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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