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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

Work Flow & Templates


Integrating work flow procedures is an excellent way to improve efficiency and streamline your support desks. NetHelpDesk offers a multitude of options to help your teams with their workload, and ensure a higher quality of work, especially when being audited.


Integrating your work flows and processes that you and your team follow is important, so we make NetHelpDesk incredibly flexible, to work around how you currently work.

Some of our work flow features include:

  Route tickets automatically to a specific team or a specific person based on criteria.  
  Keyword(s) in Subject line or Body of an e-mail routes the call straight away.  
  Utilise Section (Team), Status, Category, Request Types, Client, Site, Impact or Urgency.  
  Also override the priority of the call based on these parameters too.  
  Set requests to generate at a specified time or day of the month or year on a schedule.  
  Set the Status, assign to an asset, Request Type, Category, Section, Technician and more.  
  Create the requests ahead of time, so scheduled work is not missed, and prepared for.  
  Link Child Requests to be generated, for larger project based work, and assign to team.  
  Override priorities too, set an estimate of time to complete, link to KB entries and so on.  
  Assign a link of To-Do items for the Tech to follow, each request can be different list.  
  Force specific actions with predefined defaults, so easy to follow, and no deviation.  
  Assign Visio Diagrams for quality checking, and internal processes.  
  Schedule Maintenance renewals on Assets with reminder notifications.  


And much more. See the five key areas we use to help with your workflows and processes:

Automation of Assigning

When calls are raised, you can route the call through to a specific technician or section, and do so based on certain criteria that may need to be specified.

So whether it is based on a certain word or phrase in the subject or body of the e-mail, a particular category, maybe a predefined Request Type that determines where it goes to in your team, these can all be added into NetHelpDesk work flows.

If you have a particular Customer or Site at that Customer that needs to be looked after by a particular member of your team, or group within your teams, these can be predefined also.

If a certain member of your team, or one of the teams within your setup, has a specific skill set needed to resolve particular types of calls, calls can be routed through to them automatically, and auto notifications sent to them, via e-mail or screen pop-up to advise them that something is assigned to them. They don't even need to be logged into NetHelpDesk to be notified.

You can also determine the priority with all it's relevant SLA timing for these calls based on their criteria.


Auto Requests

Create automatic or reoccurring requests for your team to work on, specifying the Subject, the details, the request type, category, priority, section, technician, estimate time to take, exclude from SLA stats, show to your end-users on the web, assign to KB article, and generate on a schedule, even ahead of time if required.

  Summary (Subject Line).  
  Details (Main body).  
  Request Type.  
  Category.  
  Priority.  
  Section.  
  Technician.  
  Estimate Time to be taken.  
  Exclude from SLA Stats.  
  Show End Users via Web.  
  Assign to KB Article.  
  Generate on a schedule.  
  Specify time on selected days of the week...  
  ...or a day of the month, or once a year.  
  Link Child Requests with separate defaults.  
  Link to Assets for easy tracking.  
  Add To-Do Lists on Parent and/or Child Requests.  



Scheduled Maintenance

Specify at the Asset level the next maintenance date, and the number of reoccurrence days, and let NetHelpDesk take care of the reminder burden for scheduled maintenance on assets, such as servers, air conditioning units, your vehicle's MOT, or Oven for the kitchen. Whatever it is, NetHelpDesk can help.


Request Templates

If there are calls that are answered time and again, and your team have done everything they can to stop them from recurring, set up Request Templates to auto-populate the details of the call quickly.

Information that can be pre-populated can include:

  Summary (Subject Line)  
  Details (Main body)  
  Request Type  
  Category  
  Priority  
  Section  
  Technician  
  Assign Documents (static)  
  Assign Documents (moving)  
  Links to Web Articles  
  To-Do Lists  
  Child Requests with all above too.  



Workflows

Create workflows for requests, so that only certain action buttons appear on the ticket at the start, and that certain action button has pre-determined defaults to force a workflow. These include, 

  Status After Action.  
  Charge Rate.  
  SLA on Hold.  
  SLA Released.  
  Start an Approval Process.  
  Set Default Technician.  
  Set Default Technician.  
  Auto include CC e-mails.  
  Set a Default User.  
  Use E-mail Template.  
  Sequence in button order.  



These are just brief examples of how we can help you build your work flows and processes into NetHelpDesk.

There is much more to explore. 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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