NetSupport ServiceDesk
Browser-based Helpdesk & Ticketing Solution
NetSupport ServiceDesk is a fully customisable and intuitive browser-based interface supports both desktop and mobile platforms and delivers robust workflow processes
NetSupport ServiceDesk is an Browser based HelpDesk & Ticketing solution with education and corporate editions
Easily integrated into your existing IT infrastructure, NetSupport ServiceDesk delivers the processes needed to help you effortlessly track, organise, manage and answer the toughest support challenges. Its fully customisable and intuitive browser-based interface supports both desktop and mobile platforms and delivers robust workflow processes. It also supplies a wealth of management reports as well as providing a customer-friendly self-service portal – all the tools needed to help technicians deliver support effectively.
Bulwark Technologies is an authorised distributor for NetSupport ServiceDesk - Browser based HelpDesk & ticketing Solution.
NetSupport ServiceDesk Product Insight
Key Features of Netsupport SERVICE DESK
- Intuitive browser-based console
- Supports ITIL Incident, Problem and Change Management processes
- Manage service level agreements
- Fully customisable, multi-lingual interface
- Automated incoming/outgoing email processing
- Automated assignment and prioritisation
- Powerful real-time management reports
- Automated escalation processes
- Custom report designer
- Full integration with NetSupport’s Remote Access and Asset Management solutions
- Searchable knowledge base and solution lookup
- Active Directory integration
- Pre-populated service request templates
- Personalised Home and Exit pages for each operator
- Optional Hardware/Software Inventory component
- Plus much more!
Supports ITIL Incident, Problem, Change and Service Level Management
Incident Management
- Customer logging of incidents online and ability to review current status in real time
- Automatic assignment of incidents to operators based on pre-defined customer rules for either Problem Type or User Type
- Automatic escalation of incidents based on customer-specific rules
- Attach, store and associate files to an incident
- Avoid duplicating effort by connecting multiple related incidents
Problem Management
- Real-time trend and risk analysis of incidents.
- Seamless integration with the Incident Management database
- Instant visibility of progress and current status
- Attach external files and supporting information to a problem
- Automatic closure of all related Incidents when resolved
- A searchable knowledge base providing lessons learnt from previous experiences.
Change Management
- Easy identification of RFCs by category and priority
- Structured approach to planning and approval of RFCs, assignment of resources and establishment of a Change Advisory Board.
- Easily track progress during the build, test and implementation phases with a range of management reports.
- Stored historical data helps you determine if the change has proved successful and logs any lessons learnt to aid users in the future.
Service Level (SLM)
- Establish condition-based workflow rules for incidents, problems, change requests that are continually checked against stored SLAs.
- Give instant visibility to imminent service bottlenecks to ensure relevant items can be actioned before impacting on service performance.
- Gather historical and real-time data on service performance.
- Tracking and reporting service performance against SLAs on an ongoing basis.
Benefits of Netsupport SERVICE DESK
All in one Solution
Suited to any type of organisation, regardless of size.
Customize to your needs
Easy customisation of many key features within the solution
Boost Productivity
Customers can use the self-service portal to find answers before logging a request.
Work Smart not hard
Create rules or set ticket prioritisation and categorisation manually.
Manage Customer Satisfaction
The customer-friendly self-service portal allows users to check and review the status of their incident.
Track and Analyse trends
Quickly identify recurring issues or trends in the type of incident being logged and spot potential problems before they emerge.
Evidence Team Success
A range of real-time status reports ensures you have accurate, up-to-the-minute stats.
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NetSupport ServiceDesk - Browser Based HelpDesk & Ticketing Solution
Product Demo
See NetSupport ServiceDesk in action with Bulwark Technologies.
Schedule a demo now with Bulwark Technologies, a value added distributor for Netsupport ServiceDesk, An Browser based HelpDesk and ticketing Solution.
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