NetHelpDesk comes with two general web interfaces; one for “End-users” (the people you support) and one for “Agents” (the people who support the End-users.) To install these, please follow the guides for installing using the installer, or manual setup from the Guides Menu (Not included in this guide).
There will be an option below the standard login boxes for your Agent Login. Alternatively, for the Agent logon screen, add: wb2.nhd?f=login in the address bar.
If you see LOGIN AS A USER, then you are at the Agent Web Portal access. If you see LOGIN AS AN AGENT, you are back at the Self-Service End-user access page.
The screens once you login are different for an End-user, compared to a Agent. The easiest way to tell the difference during testing is the 6 drop-down menus in Agent login. They only appear for a Agent, and not for an End-user.
PLEASE NOTE: Whilst the Agent Web Interface has a different URL for use with a regular web browser on your device, it is not the URL used for the smartphone access. For the smartphone URL, use the end-user URL instead (see separate guide for this).
As your Agents are inside the domain, even if you are not using LDAP / Active Directory integration, you may want them to be automatically logged into NHD, based on their Windows Credentials. If you have lots of Agents, you may not want to have another set of usernames and passwords for another piece of software. So, to do this:
1) Go to N > Setup > Main Configuration > Agents > Windows Authentication.
2) Select Allow automatic login with Windows Authentication.
3) Make sure you have enabled Windows Authentication in IIS, as described in the installation guide for the self service web portal. If this is not done, the authentication will not work.
In the example below, Admin and Agent 2's access would work with Windows Authentication, as their Windows Username ae specified. Agent 3, Agent 4 and Agent 5 would not be able to access using Windows Authentication until their Windows Username is populated.
PLEASE NOTE: If your Agents continue to see the login screen, their Windows name is not specified in the Agent list of the main Windows program (cannot be located in the database).
If you would rather not use Windows Authentication, NetHelpDesk allows Agents to login using their NetHelpDesk Username and Password. This is the username and password used to access the smartphone apps as well. To set these, go to N > Setup > Main Configuration > Agents > Edit Agent.
Set their user name and password as below. These are their new NetHelpDesk login credentials. They can be in any format preferred.
After creating the web interface using the setup details in this guide, you may wish to tailor the main template that we provide to be more in keeping with your own web themes, corporate colour schemes and so on. You may want to have more than one portal, have it customised per client once they are logged in, and so on. All is possible in the NetHelpDesk setup. Please see separate guide for this.
NetHelpDesk is available on a range of devices with industry-leading functionality available throughout.