Product Features


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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

Knowledge Base


The phrase "scientia potentia est" or "Knowledge is Power" has echoed throughout time as the touchstone of good sense. All good help desk software solutions should have a Knowledge Base, and KBs are only as good as the information you put into them.


However, having one that works for you? We've taken care of that. NetHelpDesk's Knowledge Base allows full rich-text formatting of entries, and allows you to paste an entry straight from a ticket for ease of article submission. It also serves your end-user self-service portal as well.

Rich Text Knowledge Base Entry Screenshot

Click the thumbnail to expand your view.


This example shows an end user submitting a new ticket, via one of our extensively customisable forms. Capture the data you need, and the possibilities are essentially endless:

End-user Submitting a Ticket Example Screenshot

Click the thumbnail to expand your view.


This example shows an end user knowledge base entries for self service, to help the end user resolve the call for themselves, prior to submitting the ticket to you. You control what entries are made public, all in rich text formatting:

Knowledge Base Article Suggestion prior to Ticket Example Screenshot

Click the thumbnail to expand your view.


Once a tried and tested way has been found to resolve an issue, record a summary of the issue, full details of what happened, scenarios and how it affected those involved. Then record detailed steps for resolution.

  Full Word Indexing, to search title and contents.  
  Rich Text formatting for Full Details and Resolution Screens.  
  Record who created the entry, and when for quality controls and audit.  
  Set Review Date for the future, capture who last amended entry, and when.  
  Link Knowledge Base entries together, for issues with several stages.  
  Add the ticket number that lead to KB article being created, and view from the entry.  
  Link static attachments to article, that will never change.  
  Link floating documents to the article, that are updated elsewhere on a regular basis.  
  Assign an Asset Type to the KB Article for Reference.  
  Print the article straight away to your local printer.  
  Access the KB from Main Ticket View, New Ticket, Existing Ticket Details, and Action screens.  
  Create a KB article straight from the closed ticket.  
  All KB articles are set to PRIVATE on creation.  
  Choose which articles to publish to end-users via the Web Portal for Self Service.  
  Set the number of letters you want NetHelpDesk to use for word indexing for Self Service.  
  NetHelpDesk suggests to end user the answer before they submit the call to your teams.  


This passing of information around your team can be done quickly, and allows them to share their experience and skills with other members.

Private and Public Articles
Everything you publish to your NHD KB is automatically set to private, so that it for your team's eyes only. You can organise entries into FAQ lists as well.

You can then select what information is published to the web portal for your end-users to see, and allow them to self-diagnose and resolve as you want them to. You remain in full control of what they have access to.


Access the KB from Anywhere
The knowledge base is available throughout NetHelpDesk, to make it easy for a support person to add new and look up existing entries. The structure of the KB is based on simple, full text indexing of the entire knowledge base entry, not just on keywords.


Link Relevant Information
Links to fixed documents in the entry, external documents on your network or SharePoint, and web site articles can be added to the knowledge base quickly.


Review Procedures
Each entry is assigned a review date (based on a user defined interval), that allows the information to be reviewed an if necessary amended periodically.

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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