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Unique Selling Points


Professional Services

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Standard Features


Help Desk Requests

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Populate Legacy Data

Dictionaries & Spell Check

Working Offline

E-mail Integration

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Column Selection & Filters

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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

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ITIL and Pink Verify

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Google Maps Integration

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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

Service Level Agreements (SLAs)


NetHelpDesk has a very powerful SLA management facility, that allows you to manage multiple SLA groups, priorities, descriptions and timings for Response and Resolution Times.



You can have as many SLA timing groups as you like, set them with descriptions that make sense to your team and your business, and set the timings associated with each priority level..

Each Customer can have their own unique SLA group of timings if required. The SLA timers will start when you and your team start work in the mornings, and pause automatically when you leave.

You can even set automatic reminder e-mail procedure to inform the end-user at regular intervals that the SLA timer is on hold, and more is expected from them to resolve the call. Even close the call automatically if the SLA is on hold for too long!

Service Level Agreements, Priorities, Descriptions and Timings Setup Example

Click the thumbnail to expand your view.


Here are just some of the fantastic Service Level Agreement features within NetHelpDesk that you can start benefitting from straight away:

  Create as many Service Level Agreements as you like.  
  In each SLA, create as many priority numbers and descriptions as you like.  
  Assign each priority number a response time and/or a resolution time.  
  Set time in decimal hours or days.  
  Timers start as soon as ticket is created.  
  Define Working Hours per SLA, or per team.  
  Track the Response and the Resolution times separately, and report on them.  
  Link Assets to a SLA with an overriding Priority number.  
  Advanced Supplier SLA tracking independent of your own SLAs.  
  Colour code Priorities for main view, with real time tracking.  
  Auto-extend to "end of next business day" option.  
  Reset the Response timing every time a user updates the call.  
  Endless reporting opportunities, dashboards, key statistics, KPIs and Wall Display options.

 

  Track Public Holidays, and exclude from SLA timings.

 

  Choose certain Request Types to exclude from your SLA Statistics.

 

  Manage the SLA information sent to your end-users, or remove it entirely.

 

  SLA Reminder procedure to remind end-user updates are expected automatically.  
  Tailor how the e-mails reminders look, how often they send, and when auto-close occurs.  
  Customise the automatic closure reminder e-mails allowing end-user to reopen at anytime.  
  Override the SLA at the Request Type Level.

 

  Escalate priorities within Tickets during ticket life span, and track changes.

 


And much more. Just contact our team to discuss your requirements.

Timers Start as Soon as Call Created
As soon as the call comes in, your SLA timers will start ticking, and your team will have full visibility of what calls have what timings, the deadline for the next SLA timing to be met, level warnings, exemptions, excuses for breach and so on.


Define Working Hours with Different Hours on Different Days
If you have teams that work different hours, and maybe one team work 24 hours, 7 days a week, compared to another that work Monday to Friday, 9-5, you can account for all of these, so each team's SLA timings apply to their working regime.


Track Response and Resolution
Choose to track Response times and/or Resolution times for calls, and have each priority number within each SLA grouping to have it's own set of time values to work towards, whether in minutes, hours or days.


Link Equipment to an SLA
If you have certain pieces of equipment or Assets that need to have their own set of priorities and timings, these can be specified at the Asset level, and override timings should a call be assigned to that kit. An example of the this feature being useful, would be for Servers if you were an IT MSP, and need to escalate calls related to important servers.


Advanced Supplier SLA options
Assign calls to your Supplier List and manage their calls against the SLAs that they agree with you. When calls are assigned to the Supplier, your SLAs stop, and their begin, and you can report on these timings, when renegotiating your contracts.


Colour-Coded View with Real Time Tracking
Set level warnings, so when a call's timing reach a parameter, such as 50%, a notification goes to your specified techs, and the call goes "orange", for example. If the call breaches timings, it could go "red" and so on. There are also dozens of SLA Notification Options with varying thresholds.


End of 'Next Business Day' Option
If your SLAs are a little less rigid for certain types of priorities, you can set that the timing runs to the end of the next business day. These can be priority number specific within the SLA grouping.


Reset Respond By Date after any User Update
If you need the Response Times to reset every time the ticket is updated by the end user, you can choose to do this for all Response times within an SLA grouping. Each SLA group is independent from each other.


Reports, Dashboards and Key-Statistics, Wall Display options
There is extensive reporting opportunities within the product to keep a track on the effectiveness of your team/s in their response and resolution time compliance. The comprehensive Monthly SLA Reporting with Stats Viewer tool allows management to overview how their teams are doing at any time, and identify areas for improvement.


Track Holidays
Exclude public holidays from the SLA timings, so that your team aren't penalised for the time they are not physically in the office due to office closure on national holidays, and so on.

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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