Key Features

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.
• Prioritized Help Requests for users and ticket types together with easy operator allocation.
• Structured notes history for a ticket with source identifiers (telephone, email and more) for each additional entry within the ticket lifecycle.
• Help Request Logging with customisable categories for easy input.
• End users can raise help requests on-line and review current status in real time.

User Management

• Active Directory integration.
• Import users / Microsoft Active Directory into the Helpdesk database.
• 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 customized data fields.
• Profiled Operator access and customized 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.

NetSupport DNA is available as a 30-day trial. Click on the link below to download the latest version.