NetSupport ServiceDesk
- Symantec Buying Programs : ExSP
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Main Specification
| Product Description | NetSupport ServiceDesk |
|---|---|
| Category | Business applications |
| Licensing Program | Symantec Buying Programs : Enterprise Service Provider (ExSP) |
General
| Category | Business applications |
|---|
Licencing
| Licensing Program | Symantec Buying Programs : Enterprise Service Provider (ExSP) |
|---|
Product features
Web-based
As a fully web based system, NetSupport ServiceDesk requires no software pre-installation and provides an import wizard to allow for simple importing of user details from other external systems.Knowledge
Knowing what hardware and software is installed on your user's PC will help to reduce call escalation whilst increasing problem resolution. By integrating a 3rd party inventory solution - such as NetSupport DNA - you can use NetSupport ServiceDesk to obtain a full inventory for each of your users' systems, together with an ongoing history by user for all previous support requests. NetSupport ServiceDesk empowers your help desk operators, giving them the information needed to deal with more requests in less time.Customize
As every organization is unique, possessing different requirements, NetSupport ServiceDesk allows for the customization of many key features within the solution. From operator functionality to the creation of specific data entry fields, NetSupport ServiceDesk can be tailored to fit seamlessly into your organization.Efficiency
Because no two organizations are the same and therefore rely on different critical systems to remain competitive and efficient, NetSupport ServiceDesk allows for automatic priority assignment of incident types. For example, an item relating to "Server Failure" can be automatically assigned "Urgent Priority" status and allocated to the "Server" specialist within the Help Desk team.Reports
Use the real time corporate status reports to gauge the effectiveness of how support requests are being managed and maintained. Encouraging the improved productivity of the help desk is only half the challenge. Educating your users to reduce the frequency of future support requests is equally important. With NetSupport ServiceDesk, users are able to search for answers before logging a support request and check and review on-line the status of their Help Desk Incident.Key selling points
- 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
- Full Hardware and Software Inventory information for each user's system
- 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
- Prioritized Help Requests for users and incident types together with easy operator allocation
- Help Request Logging with customizable categories for easy input
- Pre-populated Solutions database enables customers to search for an answer before they log an incident
References
MPN: NSD-ADDOPNL
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03/06/2026 22:15:40