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Installation & Setup

  • .net Framework 3.5

    NetHelpDesk needs .net installed in the main installation environment to work correctly. It needs to have 3.5 specifically, not 4.0 or others....

  • Importing Facility

    Import all of your legacy data from spreadsheets or old databases using pre-formatted spreadsheets and our integrated wizard. ...

  • Introduction

    A high level overview of what we offer at NetHelpDesk, and some frequently asked questions (faqs) about the product in general. ...

  • ITIL & NetHelpDesk - An Overview

    If you're looking to run an ITIL-aligned help desk, NetHelpDesk has extensive ITIL features from Incident and Problem Management, Change, Service Leve...

  • Launch NHD for the First Time

    When launching NHD for the first time, what you will see, what you should expect, and what you need to do next. ...

  • Multi-Tenancy

    NetHelpDesk can optionally be used by several companies sharing the same database and technicians. This is useful if your company offers different ty...

  • NetHelpDesk Configuration Document

    When starting to use NHD for the first time, this document will get your thought processes going. What you can acheive in NHD starts right here, and u...

  • Technical Specifications

    All of the technical specifications you need to consider when using NetHelpDesk, and some frequently asked questions are answered, to get you started....

  • Terminology

    NetHelpDesk terminology is easy for us, as we live it each day. For you, not so much. This guide can help with that!...

Integration

  • 3CX Integration

    NetHelpDesk can display incoming call pop-ups, place outgoing calls, and display the call handling screen when a call is accepted in 3CX. The 3CX inte...

  • Active Directory Integration (LDAP)

    To synchronise or import user details from an LDAP directory, such as Active Directory (AD): Set the default LDAP import query string in N > Setup > ...

  • Atlassian Jira Integration

    NetHelpDesk integrates with the Jira Software platform, for tracking change management and bugs in software development. ...

  • Bugzilla Integration

    NetHelpDesk can create a bug in Bugzilla and link a request to that bug. This integration is available in NetHelpDesk version 10.35 onwards. 1. Setti...

  • Continuum Integration

    NetHelpDesk can import Assets and Clients from your Continuum instance, along with keeping tickets and actions in sync between the two databases. To b...

  • Facebook Integration

    If your company has a company Facebook page, NetHelpDesk can manage that Facebook page for you, and create requests from any posts on that...

  • Kaseya Integration

    NetHelpDesk can import Assets and Clients from your Kaseya instance. Each Assetís and Clientís details can be maintained by creating a scheduled task ...

  • KashFlow Integration

    Email hashtags allow your Agent users to add actions to their e-mail notifications to send back to NetHelpDesk, and carry out work without being...

  • LabTech Integration

    NetHelpDesk can import Clients, Sites, Users and Assets from a LabTech database. NetHelpDesk connects straight to the LabTech database using an...

  • MAXfocus Integration

    NetHelpDesk integrates with MAXfocus in the following ways: Import of client and sites from MAXfocus into NetHelpDesk, Import of MAXfocus devices at ...

  • Microsoft Dynamics CRM Integration

    If your business is using Dynamics to store your customer data, import your data to NHD, whilst you start migrating your CRM activity to NetHelpDesk....

  • Pagerduty Integration

    Two way integration between NetHelpDesk and Pagerduty, so tickets created in NetHelpDesk can be sent to Pagerduty....

  • Powershell Integration

    NetHelpDesk can run PowerShell scripts based on certain events. Parameters specified within the PowerShell script can be mapped to NetHelpDesk fields ...

  • QuickBooks Integration

    NetHelpDesk can be used to create sales invoices in QuickBooks for: Services (e.g. Time entered onto a request by a Technician) Items (e.g. Any charg...

  • Sage Integration

    Installation of Sage Interface files. To use Sage integration, third party integration needs to be enabled within Sage. To do this, please contact Sag...

  • SCCM Asset Import

    NetHelpDesk can import assets, and update existing assets from an SCCM database using the SQL import feature. This integration is available from vers...

  • Scheduled Tasks (LabTech)

    Setup an ongoing sync in your task scheduler, so NetHelpDesk can continue to process ongoing syncs with LabTech on your behalf, rather than manually....

  • SimpleHelp Integration

    Integrate your NetHelpDesk with SimpleHelp, a powerful and simple-to-use remote access control program, to provide support to your end-users....

  • Skype for Business Integration

    NetHelpDesk can display incoming call pop-ups, place outgoing calls, and display the call handling screen when a call is connected in Skype for Busine...

  • Skype Integration

    Integrate NetHelpDesk with your Skype (for Skype for Business, see separate guide) to bring your customers details up from the database when they are ...

  • Slack Integration

    NetHelpDesk notifications can be sent to a channel in Slack. This integration is available from version 10.31 of NetHelpDesk onwards. Minimal configur...

  • Twitter Integration

    If your company has a company Twitter account, NetHelpDesk can manage that Twitter account for you, and create requests from any posts on that Twitter...

  • Xero Integration

    NetHelpDesk is currently capable of sending Invoices, Purchase (Supplier) Orders, Customers and Suppliers across to Xero, and can also import Customer...

Basic Features

  • Actions Guide

    Action buttons allow you to record data on a ticket, communicate with the end-user and each other, publicly or privately, and customisable. Add more, ...

  • Categorisation

    Throughout NetHelpDesk is the ability to categorise elements, such as requests, Area/Clients, Assets, Items for Sale and so on. Categories are not onl...

  • Communicating in NetHelpDesk

    Use NHD to replace your email program, and email with your end-users straight from the product. Communicate with others in your teams as well, and sta...

  • Custom Objects

    NetHelpDesk has lots of functionality, and a high level of customisation to allow the product to be tailored to any type of company, in any type of in...

  • Dictionaries and Spell Check

    Throughout the NetHelpDesk Windows interface, functionality includes Spell Check facilities, such as when adding an action to a request. We know that...

  • Field Chooser (Main View Columns)

    Setup global or individual views, to see information from tickets in the main screen, which assist the most in completing work. Standardise...

  • Keyboard Shortcuts

    Rather than having to use your mouse, some prefer to use Keyboard Shorctuts. We have built a few into NetHelpDesk for you to use, as you need. ...

  • Knowledge Base

    The NetHelpDesk Knowledge Base (KB) allows you to build up a simple, searchable text database of faults and their resolutions that can help in resolvi...

  • Organisation

    When first installing NetHelpDesk, you can input into your version your company details, main address and so on, including the Logo. This information ...

  • Projects (Basic Usage)

    Should you not be ITIL aligned, but still want to use Project functionality in NHD, this guide shows you how to utilise different elements for basic p...

  • Request Templates

    With NetHelpDesk, Request Templates have so many features available, which are perfect for pre-populating requests, with multiple steps that need to b...

  • Statuses

    Statuses are the easiest way to track whereabouts a request is in its lifetime when open, and being worked on. As with all other parts of the program,...

  • Ticket Types

    What are Ticket Types? Think back when NetHelpDesk and technology existed, and your team used pieces of paper to have forms to complete, based on wh...

  • Users (End-users)

    Setting up end-users to log calls against, and allow them to access the self-service web interfaces, there are several ways of achieving this. If you...

Next Level Features

  • Change Management

    As an ITIL aligned product, NHD is always developed keeping in mind the ITIL framework, and the many different aspects it covers. From Incident Manage...

  • Documents Management

    That infamous term "paper-free" did not lessen the burden of documentation required for any organisation, and instead of piles of paper, we have folde...

  • Qualifications

    If you have certain categories of work that require specific types of skill set from your team, it is best to only assign people in your team with the...

Advanced Features

  • NetHelpDesk Live Chat

    Use Live Chat to speak with your end-users and customers in realtime, at their convenience, through any web interface you would like to....

  • Project Management

    NetHelpDesk has been developed over the decades to be the very best ticketing system it can be, allowing to track requests from beginning to end, and ...

  • Self-Service Password Reset Tool

    PLEASE NOTE: Separate Software Available at Additional Cost. Not included as standard with main product. This password reset tool allows your end-user...

Team Performance Management and Monitoring

  • Agent Configuration

    Setup the accounts for the people who will log into NetHelpDesk, and support the end-users. Each person needs their own named account, not concurrent....

  • Approval Processing

    Using the archiving data functionality in NetHelpDesk will move requests, actions and attachments for closed calls, based on a date parameter, to a se...

  • Automatic Assigning

    If you would like to get NetHelpDesk to assign calls to your Agents automatically, based on predetermined criteria, then automation of assigning is pe...

  • Automatic Ticket Scheduling

    Create automatic or recurring tickets for you and your team, on a schedule, whether stand alone tickets, or part of a larger project. Prepopulate the ...

  • End User Surveys

    Go to Options > Setup > End User Surveys. You now need to decide whether you want to ask how satisfied the end user is with the closure, whether the e...

  • Reporting

    Within NetHelpDesk, there are multiple ways to carry out reporting, and the scope of what you can report on is essentially endless. Whether you are ...

  • Sections

    Sections allows you to organise your Technicians into groups or teams. It means that you can restrict what areas of requests that they get to see, so ...

  • Service Level Agreements (SLAs)

    Setup multiple SLA groups of priority numbers, descriptions tailored to your terminology, and tracking times for responses and resolutions. ...

  • Single Click Feedback

    NetHelpDesk can send standalone emails, or closure emails for tickets, with single click feedback embedded. This could be used to send out an email ca...

  • Ticket Closing Procedures

    When closing requests in NetHelpDesk, there are several options available to your business. If you want to go to the next step in service for complete...

  • Time Management

    There are several ways to record time in NetHelpDesk, to track the work carried out by your team members. Whether it is work on a specific action, th...

  • Wall Dashboard

    Wall Dashboard Without Using Technician Login On the server where NHD is installed: Create a new shortcut to the nethdclient.exe on the server Right c...

  • Workflows

    Integrating work flow procedures is an excellent way to improve efficiency and streamline your internal processes. NetHelpDesk offers a multitude of o...

Emails

  • Email Hashtags

    Email hashtags allow your Technician users to add actions to their e-mail notifications to send back to NetHelpDesk, and carry out work without being...

  • Email Integration

    With NetHelpDesk, the option to convert incoming e-mails into requests is available as standard, and reply to those requests, with acknowledgements an...

  • Email Message Groups

    Different groups of email templates are available as standard from NetHelpDesk. Whether for different mailboxes, different customers, a different depa...

  • Email Templates

    Create multiple groups of email templates, and use with different mailboxes and/or areas or clients. Each can have its own information and customised ...

  • Mass E-mails

    Within NetHelpDesk, the functionality to send an e-mail to multiple e-mail addresses stored in your database is available. Each user is sent an e-mail...

  • NHServer Overview

    An overview of the use of NHServer in processing data in and out of the database, such as emails, calendar appointments, automatic generation of ticke...

  • Scheduled Tasks (NHServer)

    It may be preferred to run NHServer as a repeating scheduled task (e.g. every 5 minutes), to ensure continued scanning following a Server reboot. Thi...

Microsoft SQL Server

  • Migrate From One SQL Server to Another

    If you need to relocate your SQL Server database for NetHelpDesk, from one instance to another, whether in the same environment or a different one. It...

  • Report Builder

    The Report Builder functionality in NetHelpDesk allows for any type of reporting on data held in the database that you may ever need. If the data is i...

  • Reporting Suite

    When opening the reporting suite, you will notice there are different categories for reports, along with previews that are generated. The first thing ...

  • Secure SQL Password

    When installing NetHelpDesk using the installer, if choosing for the installer to setup its own SQL Server instance, a standard sa username and data...

  • SQL Server Databases and NetHelpDesk

    Manual Installation of Microsoft SQL Server Database There are two options if not using the installer for the database: OPTION SQL 1 Say No, and u...

Calendars

  • Calendar Integration

    Sync NetHelpDesk appointments and Calendars with external calendars, such as Exchange, Office 365 or Google Calendar. Also with smartphone...

Telephones

  • Call Management

    NetHelpDesk can be integrated with your telephone system using TAPI Drivers, or other methods if an existing integration exists. Using Notify, it allo...

  • Notify

    Notify is a separate program that runs alongside the main program, giving you inside information, on activity in the database, without needing to be l...

  • TAPI Integration of Telephone System

    The Escalator Client in the NetHelpDesk folder can be run on the local workstation, and used for the TAPI Interface. When a user calls, the Escalator...

  • Telephone System Integration

    Integrate NetHelpDesk with your chosen telephone system, and if it isn't currently available, simply ask us to make it happen! Get your customers deta...

Sales & Revenue Opportunities

  • Contract Documentation Guide

    Create legal documentation with database information automatically populated at the click of a button, to send to your customers for contract creation...

  • Contract Management

    When working with external customers, the support that is provided to them changes over the course of time. As their business and yours grow, the requ...

  • Customer Relationship Management (CRM)

    To assist in the management of your existing customer base, the NetHelpDesk CRM feature allows access to lots of data throughout the product in one sc...

  • Purchase Orders

    If an end-user wishes to purchase something which your company does not have in stock or provide directly, whether, physical or service, NetHelpDesk h...

  • Quotation Word Letters

    Using the Word Document layout feature in NetHelpDesk for quotations can save a lot of time and effort, by centralising all processes in the one place...

  • Quotations

    If an end-user wishes to purchase something, whether, physical or service, NetHelpDesk has the ability to raise quotations to send to the end-user. Wh...

  • Request For Quote

    If an end-user requires an Item you may not have in stock, or do not supply directly, it may be required to gets some quotes from your preferred Suppl...

  • Sales and Revenue Opportunities (CRM)

    Some will call this CRM, but in NHD, we calls this "Opportunities" for any revenue, whether from potential new customers, or existing customers. It ma...

  • Sales Orders

    If an end-user wishes to purchase something, whether, physical or service, NetHelpDesk has the ability to raise Sales Orders for your end-users, so th...

  • Sales Process

    Quotations > Sales Orders > Purchase Orders >Consignment > Asset Track > Billing. NetHelpDesk has the ability to raise quotations for your end-users f...

Assets Management

  • Asset Management

    NetHelpDesk Asset Management allows you to add Asset Groups, Asset Types and then individual assets assigned to the End User or to the Site Level.Clic...

  • Items and Stock Control

    The Items Groups help to organise your Item Types into separate categories. This is detailed in the Item and Stock Control Management part of the guid...

  • Maintenance Plan (Assets)

    Utilise 2 built-in fields within Assets to automatically generate a maintenance plan for your teams to work from. Make sure your devices are kept up-t...

  • Meter Reading

    How to use NetHelpDesk to manage the reading of meters, store information, report on levels and much more. ...

  • Monitoring Software Integration

    Integrate any monitoring software that produces email notifications, and only raise tickets on criteria you specify. Store successes in a history of o...

  • Service Catalog

    The Service Catalog feature is functionality originally created to accompany the Service Status Monitoring (SSM). It can be used independently of the ...

  • Service Status Monitoring

    Service Status Monitoring is a full service monitoring service within NetHelpDesk, and allows tracking of full history from your chosen monitoring sof...

  • Services

    In NetHelpDesk, services are a collection of business operations which can be used as a means to log requests and have them routed to a particular tea...

  • Software Licensing

    Tracking and overviewing the ilcence keys and software used by your clients or end-users, all in one place...

Web Interfaces

  • Agent Web Interface

    Access and configure the Agent access to their own web interface with further features and enhancements, compared to end-user access....

  • Announcements (on Web Interface)

    It is possible to add messages, one generic, and multiple Area or Customer specific ones, which will appear on the web interface, either before login,...

  • CGI Usage

    To utilise the power of the web interface technology for end-users and Agents, CGI will need to be installed on the IIS Server....

  • Languages Customisation

    If you deal with any customers in locations where English is not the first language, adapt NHD around them for a better customer experience. ...

  • Web Portal Setup in IIS6

    To setup the web portal, you must be using IIS Manager 6 or newer from Microsoft, which automatically comes with Windows environments as standard....

Billing, Accounts and Finance

  • Billing

    NetHelpDesk can produce a billing report and Excel-formatted invoices for the work carried out during a period for each Area/Client. ...

Procedures

  • Archiving Data

    Using the archiving data functionality in NetHelpDesk will move requests, actions and attachments for closed calls, based on a date parameter, to a se...

  • Migration of NetHelpDesk

    Moving NetHelpDesk to different environments, separating the elements into separate areas, moving your database from one instance to another, all are ...

  • NetHelpDesk Support Team Procedure

    An outline of how to get the very best from our Support Team here at NetHelpDesk. Help us to help you efficiently, and feel free to use as a template ...

  • Simple Disaster Recovery

    NetHelpDesk is unlike most products in the market in so many ways. One of the most notable is the simple disaster recovery (DR) procedure that you can...

Our software is available on multiple platforms...

NetHelpDesk is available on a range of devices with industry-leading functionality available throughout.

  • Windows Phone

    Windows Phone

  • Android

    Android

  • iPhone

    iPhone

  • BlackBerry

    BlackBerry

  • Tablets

    Tablets

  • Windows

    Windows

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