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An Introduction to NetHelpDesk

This is a simple Q & A section that will help you to understand the simplicity of NetHelpDesk, and how our product differs from so many others on the market. Don’t worry! These are written in a high-level, non-technical perspective, so regardless of your background, NetHelpDesk is as accessible to a non-technical person, as it would be to a very technical one!


WHAT IS NETHELPDESK?

NetHelpDesk is an ITSM ITIL-aligned Help Desk Software product produced, supported, and owned by a UK company, to an international customer base. Anyone who needs to track anything related to their business and their customers, in any industry, can use NetHelpDesk. Whilst the main basis of the product is a ticketing system, the product goes far beyond this, essentially allowing our customers to run their business from one product.


WHAT IS NETHELPDESK’S MAIN STRUCTURE?

NetHelpDesk is a Windows Application (NetHDClient.exe) that can be installed in any Windows environment, such as a Server, with a shortcut pointing to it. A data link file with .udl extension name, sits between this and the database, to tell the application which database to connect to.


DO I NEED TO INSTALL IT ON MY PC/LAPTOP?

It’s not compulsory. If you have NHD installed on a server, all you need to do, is place a shortcut to NHD on your local workstation. The shortcut will be created during the setup. You can install it on your PC/Laptop when first investigating the product, as this may be easier. It’s very easy to migrate your configuration during testing to anywhere you like. This guide shows you how.


IF I PUT IT ON A SERVER, IS ANYTHING INSTALLED ON MY PC/LAPTOP?

Once you place the shortcut on your workstation, NHD will take some key files and place copies of these in a location you select, when first launching from the shortcut. One of these files is the NetHDClient.exe. You will only need to do this once, and any updates on the server will copy the latest files locally for you. Just double click the shortcut, and NHD takes care of the rest.


DO YOU OFFER A CLOUD / HOSTED / SAAS VERSION?

Yes, we do. Install the product locally, and configure during the trial, to make sure NHD has functionality you require. Then, after trialling the product, let us know that you want us to host for you, and we’ll make all the necessary arrangements for you.


WHAT ARE THE DIFFERENCES IN THE HOSTED / SAAS VERSION?

There aren’t any. All of the same functionality is made available to all customers, regardless where they chose to install the product. If you’re concerned something may not work post-migration to NHD, just speak with anyone in the NetHelpDesk teams, and they can advise accordingly.


WHAT IS NHSERVER.EXE?

NHServer is a separate application that runs alongside NetHelpDesk, and processes things such as Emails in and Emails out, creating Calendar appointments out of NetHelpDesk into your Exchange Calendar, importing Inventory Data from your Assets, and so on. This needs the .udl file we mentioned before too, to connect to the database with all your information in it.


DOES NHSERVER NEED TO RUN ALL THE TIME THEN?

Yes, it does. However, we know that this isn’t always practical. So we give you guidance in setting up a scheduled task, that opens NHServer, scans and then it will shut itself down. It can do this even if you’re logged off of the server, and will do this on a regular basis.


WHAT ELSE IS INCLUDED?

We include everything the main product has to offer, as standard. That includes the Web Portal for Customer/End Users and one for your Agents/Support staff, Billing integration, Calendar integration, Asset Management, Order Processing, Supplier Management, Quotations and much more.


WHAT ARE THE TRIAL VERSION RESTRICTIONS?

Up to 5 “Agent” logins for your support staff, and up to 1,000 Tickets. That’s it. We’re happy to give you more licences and tickets, if needed. Just ask anyone at NetHelpDesk for this, it usually take 5 minutes or less to sort this for you. It’s no trouble at all.


WHAT SUPPORT IS AVAILABLE DURING THE TRIAL?

We offer the same unlimited support during the trial that you would receive if you do decide to go ahead and purchase. We want you to be fully comfortable with NetHelpDesk before committing to us. Put out Support Team to the test, and they will show you the premier support we strive for.


IS THERE AN SLA FOR YOUR SUPPORT?

Absolutely. The SLA forms part of our standard Terms and Conditions of Business, which you can sign with us, so we all know where we stand. You can also lock down ongoing maintenance costs for longer periods when you sign the agreement.


WHAT DOES IT ALL COST?

The only thing we charge for, in relation to the main program, is the named licences for your team, to log into the product. In other words, each person who works on resolving calls/tickets/tickets needs their own named account. All prices are available on our website, by clicking Prices in the main menu. We can send you a free, no-obligation quotation if you like, and we work with most currencies. We also offer professional services to assist with the migration to NHD and much more.


DO CUSTOMER/END-USER LOGINS INCUR ADDITIONAL COSTS?

Not at all! We only charge for the main application licences, as you will see from our website.


WHY IS A WEB DEMONSTRATION NECESSARY?

It’s the fastest way to find out if NetHelpDesk is the right product for you and your team, which is as important to us, as it is to you. Our Sales team are not pushy, never pressurise, and available for your every question. We want you to be fully comfortable with NetHelpDesk before committing to us.


WE NEED TO TWEAK A FEW FEATURES

No problem. Please feel free to let anyone at NetHelpDesk know. Our Development team are happy to look at improvements to the product, and usually happy to do these quickly, and free of charge when an order is placed!

In the unlikely event that any costs would be incurred, these will be clearly indicated to you, so you can make the right business decision for you and your team. WE FEATURE MATCH ALL OF OUR COMPETITORS. Challenge us for what you need! Twitter: @NetHelpDesk #ChallengeNHD


I'VE NO TIME / I'M NOT TECHNICAL

If you unsure how to do anything in NetHelpDesk, please ask anyone at NetHelpDesk to assist you. We are here to make sure you get the best out of the product. Our Support Team are technically competent in the entire product, but we are all trained to be able to teach anyone, regardless of technical ability, and do so calmly and patiently. We work on a philosophy that there’s no such thing as a stupid question. Be succinct about what you’re experiencing, and we will help you in no time at all.

Simple. Straight forward. Uncomplicated. All the things we aspire to be, making your life easier to get on with your role.


High Level Overview of NetHelpDesk Offerings

There are several interfaces of NetHelpDesk:


Agent Access


Interface

Access Method

Windows Program

Shortcut on Microsoft Windows PC, Laptop or Surface. Can also be accessed on Macs/Web Browsers using a Third Party Web-Enabling Application.

iPhone App and iPad App

iPhone or iPad (All versions)

Android App

Android Smartphone/Tablet or BlackBerry (All versions)

Windows Phone App

Windows Phone (All versions)

Agent Web Portal

Any Web Browser


End-user Access


Interface

Access Method

End-User Web Portal

Any Web Browser

Rich Text into NHD

Email on any platform

Facebook Post

Facebook on any platform

Tweet

Twitter on any platform


The main Windows Program has 3 basic components:

NetHDClient.exe

The main component, or “Front end”, the user interface you will see.

.udl file

A data link file, usually called NetHelpDesk.udl, which tells the .exe file the database to connect to.

SQL Database

The information store, or “Back end”, where all your calls etc. are kept.

The installer you downloaded from our website will handle everything for you. However, if at any time you experience anything that doesn’t work as expected, anyone at NetHelpDesk is on hand for your every question. Let us know if you need any particular special assistance outside of our standard business hours, and we’ll arrange this for you.

There’s no such thing as a stupid question!

If you ask, it’s because you don’t know. Our teams are trained to answer your questions, and if they don’t know themselves, they know the specialist in our teams who does!

This guide will take you step-by-step through the simple installation of NetHelpDesk and its interfaces.

It is recommended that NetHelpDesk is installed onto a server for a fully functional, centrally installed multi-user trial. Just speak with anyone at NetHelpDesk to discuss options available.

Should you need any assistance with this, or any other feature in NetHelpDesk, simply contact us. We want you to get the most from the product, and our teams are always happy to help.



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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