Web-based
As a fully web based system, NetSupport DNA Helpdesk requires no software
pre-installation and provides an import wizard to allow for simple importing
of user details from other external systems.
Customise
As every organization is unique, possessing different requirements, DNA
Helpdesk allows for the customization of many key features within the
solution. From operator functionality to the creation of specific data
entry fields, DNA Helpdesk can be tailored to fit seamlessly into your
organization.
Reports
Use the real time corporate status reports to gauge the effectiveness
of how support requests are being managed and maintained. Encouraging
the improved productivity of the help desk is only half the challenge.
Educating your users to reduce the frequency of future support requests
is equally important. With DNA Helpdesk, users are able to search for answers
before logging a support request and check and review on-line the status
of their Help Desk ticket.
Knowledge
Knowing what hardware and software is installed on your user's PC will
help to reduce call escalation whilst increasing problem resolution. By
integrating a 3rd party inventory solution - such as NetSupport DNA -
you can use DNA Helpdesk to obtain a full inventory for each of your users'
systems, together with an ongoing history by user for all previous support
requests. DNA Helpdesk empowers your help desk operators, giving them
the information needed to deal with more requests in less time.
Efficiency
Because no two organizations are the same and therefore rely on different
critical systems to remain competitive and efficient, DNA Helpdesk allows
for automatic priority assignment of ticket types. For example, a trouble
ticket relating to "Server Failure" can be automatically assigned
"Urgent Priority" status and allocated to the "Server"
specialist within the Help Desk team.
ITIL
DNA Helpdesk has been developed in accordance with the ITIL® Service
Desk function described in OGC's ITIL® Service Support book.
Key Features
NetSupport DNA Helpdesk is a powerful and entirely web based solution
providing detailed recording and tracking of user Help Requests.
DNA Helpdesk has been developed in accordance with the ITIL® Service
Desk function described in OGC's ITIL® Service Support book.
Ticket Management
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Automatic assignment of tickets to operators based
on pre-defined customer rules for either Problem Type or User Type.
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Automatic escalation of ticket status based on customer
specific rules.
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Structured notes history for a ticket with source
identifiers (telephone, email and more) for each additional entry
within the ticket lifecycle.
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Full Hardware and Software Inventory information
for each user's system.
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Attach, store and associate files to a Ticket.
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Automatic priority assignment for new tickets.
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Record time spent when updating tickets, and view
total time usage in the main ticket record.
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Prioritised Help Requests for users and ticket types
together with easy operator allocation.
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Help Request Logging with customisable categories
for easy input.
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End users can raise help requests on-line and review
current status in real time.
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Automated Incoming/Outgoing email processing.
User Management
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Active Directory synchronization.
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Allow end users to generate Helpdesk logon Accounts
or restrict generation of end user accounts to Administrators and
Helpdesk operators.
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Import user departments and companies from other
systems into the NetSupport Helpdesk.
Integration
Customisation
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Custom Data Designer allowing for customised data
fields.
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Profiled Operator access and customised functionality.
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Streamlined creation of a solutions database to aid
future help requests.
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Use the intuitive design tool available to administrators
to add custom data items to trouble ticket records.
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Multilingual user interface (English, Spanish, Italian,
German and French).
Reporting
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Real Time Corporate Status reports - Total Calls
in, Status of Calls, Average resolution time and more.
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Ongoing history by user for all previous support
requests.
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Real Time Dashboard showing a rolling display of
current ticket statistics.
Escalations & Notifications
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