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 life-cycle.
• 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.

• 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 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.