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NetSupport ServiceDesk

NetSupport ServiceDesk

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A web-based, ITIL compliant incident and problem management tool for small and medium sized organisations that is fully scalable for the enterprise.

NetSupport ServiceDesk is a compliant IT Service Management (ITSM) tool, supporting the key areas of ITIL’s best practice framework Incident, Problem, Change and Service Level Management. It also has the added benefit of integrating easily with our IT Asset Management (ITAM) Suite, NetSupport DNA and remote access solution, NetSupport Manager, to give support teams a complete network management toolkit.

Ideally suited for small and medium sized organisations, yet fully scalable for the larger enterprise, NetSupport ServiceDesk has been developed to minimise the amount of system downtime whilst providing effective support for all users of IT assets.

Key Features

  • Incident Management: e.g. customers can log incidents on-line and review current status in real time.
  • Change Management: NetSupport ServiceDesk helps you introduce a set of defined methods and procedures for the efficient and prompt handling of change requests.
  • Problem Management: NetSupport ServiceDesk enables you to proactively investigate and resolve the root cause of issues.
  • Service Level Management: NetSupport ServiceDesk helps you deliver efficient and cost-effective services within agreed timescales.
  • Integration: NetSupport ServiceDesk integrates seamlessly with other NetSupport and third-party network management solutions
  • Escalations & Notifications: Send Email Notifications using fully customisable email templates.
  • User Management: e.g. Active Directory synchronisation.
  • Reporting: Capture comprehensive statistics and ensure you are fully informed in order to make effective decisions.
  • Customisation: e.g. custom Data Designer allowing for customised data fields.

NetSupport ServiceDesk - Features

Ideally suited for small and medium sized organisations, yet fully scalable for the larger Enterprise, DNA Helpdesk has been developed to minimise the amount of system downtime whilst providing effective support for all users of IT assets. Helpdesk users can be on Windows 2000 / 2003 / XP / Vista / 2008, Mac or Linux systems using IE 5.5 or later, Firefox 1.1 or later or Netscape 6 or later. For Remote Control integration Windows 2000 or later is required.

  • Flexible and robust Ticket Management
  • Full User Management capabilities
  • Customisation to suit your individual needs
  • Powerful and detailed Reporting
  • Automated escalations and notifications
  • Active Directory support
  • Rapid deployment - works out of the box
  • Integration with 3rd party solutions

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 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.

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 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 "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

  • Automatic assignment of tickets to operators based on pre-defined customer rules for 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.
  • Import 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 (English, Spanish, Italian, German and French).

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.

What's New in DNA Helpdesk 2.8?

Support For Mobile Devices
NetSupport DNA Helpdesk now provides built-in support for mobile devices ensuring that operators working remotely can still receive and update tickets.

NetSupport DNA Helpdesk will automatically detect when it is accessed from a mobile device and display a set of simplified pages that can be used from most common mobile devices.

What's New in DNA Helpdesk?

New version 2.7 offers you an even more complete help desk solution. With email integration and active directory support, DNA Helpdesk delivers an even better way to track user help requests.

The latest enhancements in Helpdesk 2.7 include:

  • New Style User Interface
  • Incoming E-Mail Processing
    DNA Helpdesk can now integrate with a mail server enabling incoming emails to be processed based on pre-set criteria.
  • Outgoing E-Mail enhancements
    Operators now have the option to trigger an outgoing email when adding comments to a ticket.
  • Active Directory Synchronisation
    Replacing the current AD Import option, Helpdesk can now be configured to search a list of domains to find user details and automatically update the helpdesk with changes from Active Directory.
  • Solutions
    Solutions now need to be 'published' before they can be viewed by Users. A new 'publish solution' permission enables you to restrict access to this feature, ensuring only valid solutions are made available for use. The text of a solution is now saved in HTML format allowing you to have rich text solution documents. File attachments can now be associated with a solution. When adding a solution to a ticket, the search facility will automatically look for solutions based on the ticket type.
  • Escalations
    Multiple conditions and actions can now be applied to an escalation rule. The escalation process can now take into account your Helpdesk working hours and holidays.
  • Ticket Types
    The hierarchy now supports multiple levels of Ticket Types.
  • Organisational Structure
    A department can now have sub-departments added beneath it.
  • Custom Data
    Enhanced custom fields and form options now available.
  • Ticket Search
    Commonly used searches can now be saved to the menu.

    Back to top

    NetSupport ServiceDesk - System Requirements

    System Requirements & Pre-Requisites

    Server
    • 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.

    Client

    • Windows 2000/XP/2003/Vista/2008, Mac, Linux.
    • The Client must be running one of the following Browsers:
      • 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.

    Database
    SQL server 2000 and above or MSDE version 2 or above. 6

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