DNA Helpdesk 2

DNA Helpdesk 2  is designed as a professional program that can reduce the TCO (Total Cost of Ownership) by decreasing the number of vendors you are managing, improving help desk support, enforcing configuration standards and effectively migrating to new technologies.

Track and manage licenses using the inventory and application metering functionality. Identify illegal and unused software, providing the necessary knowledge to purchase the optimum number of licenses for your enterprise.

Ensure compliance with corporate configuration standards using the software metering capability to identify and maintain standard desktop configurations and those that fall out of compliance even during server downtimes.

Plan and budget for migrations, ensuring that any desktop changes needed to support an upgrade are effected. DNA allows you to procure the components in advance, plan the work and ensure the installation team is fully prepared at the point of upgrade.

Effective Security Management for identification of missing computer assets such as CD-ROMs, memory, hard drives and even entire computer systems.

Reduce the need for costly physical inventories by removing the need to visit each desktop.

Assisting with Disaster Recovery by transferring the IT information collected by DNA to your contingency plans, identifying where critical users and revenue related PCs are located.

Virus prevention and remedial activities are essential for any enterprise. As DNA Helpdesk works independently of your e-mail server, periodic updates can be distributed to your users even during a virus crisis

Major Features:

1. Automatic assignment of tickets to operators based on pre-defined customer rules for either Problem Type or User Type.
2. Automatic escalation of ticket status based on customer specific rules.
3. Structured notes history for a ticket with source identifiers (telephone, email and more) for each additional entry within the ticket lifecycle.
4. Full Hardware and Software Inventory information for each user's system.
5. Attach, store and associate files to a Ticket.
6. Automatic priority assignment for new tickets.
7. Record time spent when updating tickets, and view total time usage in the main ticket record.
8. Prioritised Help Requests for users and ticket types together with easy operator allocation.
9. Help Request Logging with customisable categories for easy input.
10. End users can raise help requests on-line and review current status in real time.
11. Automated Incoming/Outgoing email processing.
12. Active Directory synchronisation.
13. Allow end users to generate Helpdesk logon Accounts or restrict generation of end user accounts to Administrators and Helpdesk operators.
14. Import user departments and companies from other systems into the NetSupport Helpdesk.
15. Direct integration with DNA Suite Inventory and departmental information.
16. Direct integration with Remote control.
17. Custom Data Designer allowing for customised data fields.
18. Profiled Operator access and customised functionality.
19. Streamlined creation of a solutions database to aid future help requests.
20. Use the intuitive design tool available to administrators to add custom data items to trouble ticket records.
21. Multilingual user interface (English, Spanish, Italian, German and French).
22. Real Time Corporate Status reports - Total Calls in, Status of Calls, Average resolution time and more.
23. Ongoing history by user for all previous support requests.
24. Real Time Dashboard showing a rolling display of current ticket statistics.
25. Send Email Notifications using fully customisable email templates.
26. Automatic escalation of ticket based on customer-specific rules.

• Custom data fields,
• Microsoft active directory,
• User logon options
  

Requirements:

• Pentium III 500Mhz,
• 256Mb Ram,
• 100 Mb+,
• IE 6,
• Microsoft MSDE,
• SQL7,SQL2000,
• TCP/IP

WareSeeker Editor