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DNA Helpdesk - Product Features
Ticket Management
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Automatic assignment of tickets to operators based on pre-defined customer rules based on either Problem Type or User Type.
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Automatic escalation of ticket status based on customer specific rules.
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Structured notes history for a ticket with source identifiers (telephone, email and more) for each additional entry within the ticket life-cycle.
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Full Hardware and Software Inventory information for each user's system.
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Attach, store and associate files to a Ticket.
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Automatic priority assignment for new tickets.
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Record time spent when updating tickets, and view total time usage in the main ticket record.
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Prioritised Help Requests for users and ticket types together with easy operator allocation.
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Help Request Logging with customisable categories for easy input.
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End users can raise help requests on-line and review current status in real time.
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Automated Incoming/Outgoing email processing.
User Management
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Active Directory synchronisation.
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Allow end users to generate Helpdesk logon Accounts or restrict generation of end user accounts to Administrators and Helpdesk operators.
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Importing user departments and companies from other systems into the NetSupport Helpdesk.
Integration
Customisation
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Custom Data Designer allowing for customised data fields.
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Profiled Operator access and customised functionality.
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Streamlined creation of a solutions database to aid future help requests.
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Use the intuitive design tool available to administrators to add custom data items to trouble ticket records.
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Multilingual user interface
Reporting
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Real Time Corporate Status reports - Total Calls in, Status of Calls, Average resolution time and more.
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Ongoing history by user for all previous support requests.
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Real Time Dashboard showing a rolling display of current ticket statistics.
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Escalations & Notifications
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