DNA Helpdesk is a fully web based solution providing detailed recording and tracking of user Help Requests.
DNA Helpdesk is a powerful yet user friendly module for the corporate helpdesk available on its own, combined with DNA Pack 1 (Inventory) or as part of our overall DNA management suite.
Available as a stand alone 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 offers the following functionality as standard:
- 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.
- Direct integration with DNA Suite or Inventory and departmental information.
- Custom Data Designer allowing for customized data fields.
- Active Directory integration.
- Streamlined creation of a solutions database to aid future help requests.
- Importing user departments and companies from other systems into the NetSupport Helpdesk.
- Help Request Logging with customizable categories for easy input.
- End users can raise help requests on-line and review current status in real time.
- Prioritized Help Requests for users and ticket types together with easy operator allocation.
- Profiled Operator access and customized functionality.
- Full Hardware and Software Inventory information for each user's system.
- 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.
Additional Features in version 2.00
Attach Files To A Ticket - NEW
- Store and associate Files with trouble tickets.
- Set Administration permission to allow Helpdesk Operators and/or Users to attach "Ticket Files" to individual trouble tickets.
- Store "Shared files" that can be linked to multiple trouble tickets. For example, documents containing common responses can be linked to multiple trouble tickets and made available to users to review.
Add Custom Data Fields - NEW
Use the intuitive design tool available to administrators to add custom data items to trouble ticket records.
Design the trouble ticket layout to accommodate custom data items and preview changes before saving. Select from a range of data field types
- Text Box : Fixed size alpha / numeric values
- Text Area : Free form text input
- Combo Box : Select from a list of user defined values
- Check Box : Tick / Un-tick the selected item
Set controls on when Custom fields are displayed and users that that have access to view / edit.
Automatic Priority Assignment For New Tickets - NEW
Default priority levels can be set based on Ticket "Type", for example, a trouble ticket type of "Server Failure" could automatically be assigned an Urgent Priority
Import Users / Microsoft Active Directory - NEW
User details can be imported from external systems. Import from a CSV format file or import from Microsoft Active Directory. An import Wizard is provided enabling matching of user detail fields to import into the Helpdesk database
Log time against trouble tickets - NEW
Record time spent when updating the ticket and view the total time usage in the main ticket record.
User Logon Options / NT Security Authentication - NEW
Allow end users to generate Helpdesk logon Accounts (system Default) or restrict the generation of end user accounts to Administrators and Helpdesk Operators
SYSTEM REQUIREMENTS
SERVER
- Recommended Hardware: Pentium III 500Mhz or higher, with 256MB Ram.
- Free Space required: 100 MB+ (dependant on number of clients supported)
- OS Supported: Windows NT, 2000, XP or 2003 Server.
- Databases supported: Microsoft MSDE, SQL7 or SQL2000. TCP/IP network
CONSOLE
- Free Space required: 35 MB
- OS Supported: Windows 2000, XP and 2003 Server.
- Pre-Requisites: Internet Explorer 6 or higher. TCP/IP network
CLIENT
- Free Space required: 5 MB
- OS Supported: Windows 98, ME, NT, 2000, XP and 2003 Server TCP/IP network
HELPDESK SERVER
Internet Explorer 6 or later
Windows 2000/XP/2003
Internet Information server (part of windows OS)
NB: Access the Helpdesk from any machine is done using a web browser
Supported Browsers:
IE 5 or later
Netscape 6 or later
In order to view reports in the Netscape Browser you will need the Sun Java Virtual Machine
In order to view reports in the IE 6 and later on the XP or 2003 Operating systems you will need the Sun Java Virtual Machine.
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