-
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 Inventory and departmental information.
-
Custom
Data Designer allowing for customised 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 customisable categories for easy input.
-
End
users can raise help requests on-line and review current status in real
time.
-
Prioritised Help Requests for users and ticket types together with easy
operator allocation.
-
Profiled
Operator access and customised 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.
