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.