NetHelpDesk v4.20f

Welcome to NetHelpDesk, your complete, easy to use help desk system. With over 10,000 end users in 14 countries, Nethelpdesk has been supporting IT firms and departments successfully for over a decade. It is simple to setup and easy to use to its full potential.

Help Desk System:
- Keep details of users, their requests and problems.
- Track change and installation requests.
- Log actions taken to deal with requests.
- Escalate overdue calls.
- Be informed of significant events and service outages.
- Log calls via e-mail, web browser or phone/fax.
- View statistics and SLA compliance details.

Intelligent Network Diagrams:
- Show equipment at sites and how it is connected.
- Store details in a user definable database of information.
- Cross reference to external documents and web sites.
- Ping and control network equipment.

Service Status Reporting:
- View the operational status of services in real time.
- Users and support staff can see at a glance, via 'traffic lights', the status of backups, virus checkers, network resources, UPS and any other service you define.
- Integrate to your own service infrastructure and third party monitoring tools and scripts.

Knowledge Base:
- Search through resolutions of problems that have become the searchable knowledge base.
- Set a review schedule to manage the information to ensure validity.

Change Management:
- Record what has been changed to solve future problems.
- Process change requests via a workflow approval cycle.
- Track Software versions.

Service Level Agreements:
- Monitor agreement and set fault response time targets.
- Produce statistics, reports and export data to spreadsheets.