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ITIL Compliant Web Based Help Desk Solution Every organisation depends in part on its IT infrastructure to remain competitive and efficient. Minimising the amount of system downtime is essential together with ensuring an effective solution is in place to assist and support users of IT assets.     |
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Overview
Features & Benefits
Resources
Requirements
Testimonials |
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Flexible
As a fully web based system, DNA Helpdesk requires no software pre-installation and provides an import wizard to allow for simple importing of user details from other external systems.
Personal
As every organisation is unique, possessing differing requirements, DNA Helpdesk allows for the customisation 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 organisation.
Productive
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 Helpdesk 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 requests and check and review on-line the status of their Helpdesk ticket.
Powerful
Knowing what hardware and software is installed on the users PC will help to reduce call escalation whilst increasing problem resolution. With DNA Helpdesk, a full inventory is provided for each of your users systems together with an ongoing history by user for all previous support requests. DNA Helpdesk empowers your Helpdesk operators, giving them the information needed to deal with more requests in less time.
Efficient
Because no two organisations 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 a priority status and allocated to the 'Server' specialist within the Helpdesk team.
Automatic assignment of tickets to operators based on pre-defined customer rules based on either Problem Type or User Type. Automatic escalation of ticket status based on customer specific rules. Structured notes history for a ticket with source identifiers (telephone, email and more) for each additional entry within the ticket lifecycle. Full Hardware and Software Inventory information for each user's system. Attach, store and associate files to a Ticket. Automatic priority assignment for new tickets. Record time spent when updating tickets, and view total time usage in the main ticket record. Prioritised Help Requests for users and ticket types together with easy operator allocation. Help Request Logging with customisable categories for easy input. End users can raise help requests on-line and review current status in real time. Automated Incoming/Outgoing email processing.
Active Directory synchronisation. Allow end users to generate Helpdesk logon Accounts or restrict generation of end user accounts to Administrators and Helpdesk operators. Importing user departments and companies from other systems into the NetSupport Helpdesk.
Direct integration with DNA Suite Inventory and departmental information. Direct integration with Remote control.
Custom Data Designer allowing for customised data fields. Profiled Operator access and customised functionality. Streamlined creation of a solutions database to aid future help requests. Use the intuitive design tool available to administrators to add custom data items to trouble ticket records. Multilingual user interface
Real Time Corporate Status reports - Total Calls in, Status of Calls, Average resolution time and more. Ongoing history by user for all previous support requests. Real Time Dashboard showing a rolling display of current ticket statistics.
Send Email Notifications using fully customisable email templates. Automatic escalation of ticket based on customer specific rules.
- Windows 2000/2003 Server
- Windows 2000 Professional/Windows XP Professional (not Recommended as this will only allow 10 concurrent sessions)
The Server must also have IE 6 or later installed.
Note 64Bit platforms must be set to run IIS in 32bit mode.
Supported Clients
Windows 2000/XP/2003/Vista/2008, Mac, Linux
- Internet Explorer : version 5.5 to version 8 (beta)
- Firefox : versions 1.1 and later
- Netscape : versions 6 and later
Note For the Remote Control Integration the Host OS for the client must be windows 2000, 2003, XP, Vista, 2008.
I was particularly impressed with the notification and escalation functionality which have ensured that our Helpdesk calls are being resolved within the designated timeframes. The reporting functionality allows us to graphically view the status of existing and completed calls. From our perspective the Solution bank has been the most useful feature. We can use the solution bank to search for solutions to common problems. I would be happy to recommend this product."
Brooke Humphries, Network Administrator, Lake Macquarie City Council
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"In an organization like ours, with a very dispersed network (52 offices in Spain), and where both volunteers and professionals work together, we try to simplify our IT processes and for that we need a program like NetSupport DNA. We chose NetSupport for its ease of use and its power, as well as for the ability to install DNA in other operating systems such as LINUX. Our experience has been highly positive, especially the treatment from the sales staff....we can't comment on tech support, we haven't needed it because DNA is so easy to install and deploy, one of the principal characteristics of the program." |
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Free Call 1800 674 935 or sales@pixel.com.au |