|
DNA ServiceDesk
Web Based ServiceDesk
Features
Available
as a standalone application or as an integrated module of DNA,
NetSupport ServiceDesk is a powerful and wholly web based solution
providing detailed recording and tracking of user Help Requests.
NetSupport ServiceDesk features advanced implementation of ITIL
processes.
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.
User Management
·
Active Directory integration.
·
Import users / Microsoft Active Directory into the
ServiceDesk database.
·
Allow end users to generate ServiceDesk logon
Accounts or restrict generation of end user accounts to
Administrators and ServiceDesk operators.
·
Importing user departments and companies from other
systems into the NetSupport ServiceDesk.
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.
|
|
|
|
Helpdesk
Screenshot :
|
|
|
|
|
|
|
|
|
|
