Mobile Support

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.

Ticket Management

• Automatic assignment of tickets to operators based on pre-defined customer rules for either Problem Type or User Type.
• Assign Ticket type; the hierarchy now supports multiple levels of Ticket Types.
• 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.
• Ticket search available where commonly used searches can now be saved to the menu
• 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.
• Prioritized Help Requests for users and ticket types together with easy operator allocation.
• Help Request Logging with customizable 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 synchronization.
• 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.
• 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.

Customization

• DNA Helpdesk allows for the customization 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 organization.
• Custom Data Designer allowing for customized data fields.
• Profiled Operator access and customized 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).

Escalations and Notifications

• Send Email Notifications using fully customizable email templates.
• Automatic escalation of ticket based on customer-specific rules.
  • 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 for more efficient and reliable IT environment.
• 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.

E-mail Processing

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 Processing:

Operators now have the option to trigger an outgoing email when adding comments to a ticket.

Reporting

DNA HelpDesk reports help the organization to gauge the helpdesk staff performance ensuring the best service delivered to corporate members.

• 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.

Solutions Library

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.

ICT Service Management for Education

• 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.

New User Interface

Click here to view sample screen shots

Password Policy/ SOX Compliance

To conform to SOX compliancy requirements the following options can be configured in DNA Helpdesk 2.80

Password Policy
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.