Pixel IT - NetSupport DNA Helpdesk - Web Based Helpdesk Solution


Web Based Help Desk 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.

Available as a standalone application or as an integrated module of DNA, NetSupport Helpdesk is a powerful and wholly web based solution providing detailed recording and tracking of user Help Requests. NetSupport Helpdesk features advanced implementation of ITIL processes.

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.

Ticket Management

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.

User Management

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.

Integration

Direct integration with DNA Suite Inventory and departmental information.
Direct integration with Remote control.

Customisation

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

Reporting

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.

Escalations & Notifications

Send Email Notifications using fully customisable email templates.
Automatic escalation of ticket based on customer specific rules.


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