NetSupport DNA: Helpdesk


DNA Helpdesk:

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

February 2009: Latest Enhancements in version 2.80

Support For Mobile Devices
NetSupport DNA Helpdesk now provides built-in support for mobile devices ensuring that operators working remotely can still receive and update tickets.

NetSupport DNA Helpdesk will automatically detect when it is accessed from a mobile device and display a set of simplified pages that can be used from most common mobile devices.

Effortlessly track, organise, manage and answer the toughest desktop support challenges with DNA Helpdesk- a powerful and entirely web-based help desk and ticket management solution.

Service management staff know that managing user expectations and keeping a history of all issues and resolutions is the key to providing quality support.

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.

Ideally suited for small and medium sized organisations, yet fully scalable for the larger Enterprise, DNA Helpdesk has been developed to minimise the amount of system downtime whilst providing effective support for all users of IT assets. Helpdesk users can be on Windows 2000 / 2003 / XP / Vista / 2008, Mac or Linux systems using IE 5.5 or later, Firefox 1.1 or later or Netscape 6 or later. For Remote Control integration Windows 2000 or later is required.

  • Flexible and robust Ticket Management.
  • Full User Management capabilities.
  • Customisation to suit your individual needs.
  • Powerful and detailed Reporting.
  • Automated escalations and notifications.
  • Active Directory support.
  • Rapid deployment - works out of the box.
  • Integration with 3rd party solutions.

Web-based

As a fully web based system, NetSupport DNA Helpdesk requires no software pre-installation and provides an import wizard to allow for simple importing of user details from other external systems.

Customise

As every organization is unique, possessing different requirements, DNA Helpdesk allows for the customisation of many key features within the solution. From operator functionality to the creation of specific data entry fields, DNA Helpdesk can be tailored to fit seamlessly into your organisation.

Reports

Use the real time corporate status reports to gauge the effectiveness of how support requests are being managed and maintained. Encouraging the improved productivity of the help desk is only half the challenge. Educating your users to reduce the frequency of future support requests is equally important. With DNA Helpdesk, users are able to search for answers before logging a support request and check and review on-line the status of their Help Desk ticket.

Knowledge

Knowing what hardware and software is installed on your user's PC will help to reduce call escalation whilst increasing problem resolution. By integrating a 3rd party inventory solution - such as NetSupport DNA - you can use DNA Helpdesk to obtain a full inventory for each of your users' systems, together with an ongoing history by user for all previous support requests. DNA Helpdesk empowers your help desk operators, giving them the information needed to deal with more requests in less time.

Efficiency

Because no two organisations are the same and therefore rely on different critical systems to remain competitive and efficient, DNA Helpdesk allows for automatic priority assignment of ticket types. For example, a trouble ticket relating to "Server Failure" can be automatically assigned "Urgent Priority" status and allocated to the "Server" specialist within the Help Desk team.

ITIL

DNA Helpdesk has been developed in accordance with the ITIL® Service Desk function described in OGC's ITIL® Service Support book.

Key Features

NetSupport DNA Helpdesk is a powerful and entirely web based solution providing detailed recording and tracking of user Help Requests.

DNA Helpdesk has been developed in accordance with the ITIL® Service Desk function described in OGC's ITIL® Service Support book.

Ticket Management

  • Automatic assignment of tickets to operators based on pre-defined customer rules for 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.
  • Import 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 (English, Spanish, Italian, German and French).

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.

"After meeting numerous help desk suppliers I was impressed with Netsupport’s solution as this met our needs, allowing all schools and field engineers access to the helpdesk via a web browser. In my opinion Netsupport DNA Helpdesk is very good value for money offering features other products charge a premium for. On top of this, support provided for the product is 1st class."


Commercial Benefits - DNA Helpdesk & NetSupport DNA

  • 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.

  • Assist 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.

DNA Helpdesk Benefits and Features

Powerful ICT Service Management Solution for Education

Developed with our IT service support expertise, NetSupport DNA helpdesk enables academic institutions to deliver, fast, effective and measurable support for both teaching and ICT support staff.

Incidents can be raised via e-mail or logged directly into DNA Helpdesk, providing a clear and simple method for registering, centrally managing and reporting on the progress of all support requests.

DNA Helpdesk enables the delivery of a fully managed support function across your educational establishment while providing the ICT support staff with the required tools to enable them to do their job effectively.

Conforms to ITIL® and FITS best practices for Service Support, individual features can be enabled as needed, allowing a structured approach to implementing these frameworks to meet the specific requirements of your educational establishment.

FITS clearly defines the management processes required to record, track and manage technical issues ensuring that all ICT technician roles, responsibilities and tasks are clearly defined. NetSupport DNA helpdesk delivers all of the key elements of FITS service support for the help desk listed below :

  • Incident Management
  • Problem Management
  • Service Level Management
  • Inventory and Contact Management
  • Knowledge Management.
  • Logging and Tracking via E-Mail

What's New in DNA Helpdesk ?

Support For Mobile Devices
NetSupport DNA Helpdesk now provides built-in support for mobile devices ensuring that operators working remotely can still receive and update tickets.

NetSupport DNA Helpdesk will automatically detect when it is accessed from a mobile device and display a set of simplified pages that can be used from most common mobile devices.

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 Helpdesk 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.