Consolidate your help desk into one location and generate detailed recording and tracking of enterprise wide support requests.
"The average Helpdesk
calls per week
with the average
first level help desk
call taking 5.5minutes.
61% of these calls
move to an escalation
procedure and take
in excess of 10 minutes"
(source. Helpdesk Institute)
DNA web-based Help Desk and ticket management solution is available as a standalone solution or as an integral component of the overall Enterprise Management Suite, NetSupport DNA (Dynamic Network Administration). Given that IT assets account for the largest proportion of the overall IT spend,
ensuring they are properly managed and maintained becomes one of the highest
priority corporate goals for any organization where TCO (Total Cost of Ownership) is high on the agenda.
Together with offering an effective Help Desk, organizations need to consider the
implications of license management and compliance together with facilitating central management of enterprise PCs
NetSupport DNA Helpdesk is a powerful and entirely web based solution providing detailed recording and tracking of user SOS Help Requests.
DNA Helpdesk has been developed in accordance with the ITIL® Service Desk function described in OGC's ITIL® Service Support book.
NetSupport Helpdesk V. 2.8 is now released to ensure that operators are working remotely and still receiving and updating tickets; it 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.
Operators can review prioritized list of Tickets including new tickets as they are assigned. They can also perform many of the standard operator tasks on the system including creating new tickets, updating tickets and closing completed tickets.
DNA HelpDesk reports help the organization to gauge the helpdesk staff performance ensuring the best service delivered to corporate members.
For more efficient HelpDesk staff, DNA Helpdesk enables users to search for answers before logging a support request and check and review on-line the status of their Help Desk ticket.
Solutions now need to be 'published' before they can be viewed by Users. 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.
To conform to SOX compliancy requirements the following options can be configured in DNA Helpdesk 2.80
Password can be set to expire after a specified number of days
A minimum password length can be specified
Enforce Complex passwords
Enforce password History (remembers a specified number of previous passwords and prevents re-use).
Account Lockout Policy
Specify the number of failed logon attempts before the Account is locked out
Specify how long before the Lockout counter is reset
Specify how long the Account is locked out.
Security Audit Log
Select to log either or both failed and successful login attempts.