NetSupport Servicedesk

As an entirely web based solution NetSupport ServiceDesk is easily integrated into your existing IT infrastructure, providing your customers and service desk operatives with a quick and convenient system for initiating, tracking and resolving reported incidents.With an intuitive multi-lingual interface, automated workflow processing and support for mobile devices, NetSupport ServiceDesk rises to the challenges that face the modern service desk.-Customers can log incidents on-line and review current status in real time.-Automated Incoming/Outgoing email processing.-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.-Structured notes history for an incident with source identifiers (telephone, email and more) for each additional entry within the items lifecycle.-Attach, store and associate files to an incident.-Avoid duplicating effort by connecting multiple related incidents.-Automatic priority assignment for new incidents.-Accurate recording of time spent dealing with incidents.-Prioritised Help Requests for users and incident types together with easy operator allocation.-Help Request Logging with customisable categories for easy input.-Pre-populated Solutions database enables customers to search for an answer before they log an incident.-Improved reliability of Services.-A reduction in the volume of reported incidents thus lightening the load on your Service Desk.-Delivery of permanent solutions rather than constant workarounds.-Improved customer satisfaction.-Increased knowledge within the service desk.Problem Managers can utilise a range of tools, including report dashboards and advanced searching, to help them identify trends and link related incidents to a problem. Once a resolution is found, the relevant incidents are automatically closed.

Whats new in this version:

Latest version extends change management features, stop the clock, extended workflow rules and much more.