DNA Helpdesk:
Web Based Helpdesk - Available to purchase as either a standalone solution or with NetSupport DNA Asset Management suite.

 

Every organisation depends in part on its IT infrastructure to remain competitive and efficient. Minimising the amount of system downtime is essential together with ensuring an effective solution is in place to assist and support users of IT assets.

View the NetSupport DNA Helpdesk e-Book

Commercial Benefits

• Reduce the TCO (Total Cost of Ownership) by decreasing the number of vendors you are managing, improving help desk support, enforcing configuration standards and effectively migrating to new technologies.
• Track and manage licenses using the inventory and application metering functionality. Identify illegal and unused software, providing the necessary knowledge to purchase the optimum number of licenses for your enterprise.
• Developed in accordance with the ITIL® Service Desk function described in OGC's ITIL® Service Support book.
• Ensure compliance with corporate configuration standards using the software metering capability to identify and maintain standard desktop configurations and those that fall out of compliance even during server downtimes.
• Plan and budget for migrations, ensuring that any desktop changes needed to support an upgrade are effected. DNA allows you to procure the components in advance, plan the work and ensure the installation team is fully prepared at the point of upgrade.
• Effective Security Management for identification of missing computer assets such as CD-ROMs, memory, hard drives and even entire computer systems.
• Reduce the need for costly physical inventories by removing the need to visit each desktop.
• Assisting with Disaster Recovery by transferring the IT information collected by DNA to your contingency plans, identifying where critical users and revenue related PCs are located.
• Virus prevention and remedial activities are essential for any enterprise. As DNA works independently of your e-mail server, periodic updates can be distributed to your users even during a virus crisis.

 

What's New? - Sept 07 The latest enhancements in DNA Helpdesk Version 2.7 include: New Style User Interface - Click here to view sample screenshots 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 Helpdesks 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.

 

Features

Available as a standalone 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 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.
• 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.