Auto Assignment

With busy help desks, automatically assigning work based on certain criteria can improve efficiency dramatically. Certain members of the team may have different skill sets, based on their experience of similar situations in the past.

When calls are raised, you can route the call through to a specific Agent or section, and do so based on certain criteria that may need to be specified.

So whether it is based on a certain word or phrase in the subject or body of the e-mail, a particular category, maybe a predefined Request Type that determines where it goes to in your team, certain customers and more.

Set the team, the person, and set the priority as you need to, as there is lots to choose from.

Assign based on criteria you specify

If you have a particular Customer or Site at that Customer that needs to be looked after by a particular member of your team, or group within your teams, these can be predefined also.

If a certain member of your team, or one of the teams within your setup, has a specific skill set needed to resolve particular types of calls, calls can be routed through to them automatically, and auto notifications sent to them, via e-mail or screen pop-up to advise them that something is assigned to them. They don't even need to be logged into NetHelpDesk to be notified.

You can also determine the priority with all it's relevant SLA timing for these calls based on their criteria. This is especially useful if there are assets or certain types of calls that need escalated attention, and become business critical not only for your customer, but your success as well.

Our product and company has developed over many years based on Customer feedback and requirements, so if there is another way you feel would help you, feel free to speak with us about your ideas. We can usually add in new features quickly, and usually free of charge.

Just contact our team to discuss your requirements. If there are any features you would like to see added to our help desk software, just let us know. See our #ChallengeNHD Twitter campaign for more information.

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


  • iPhone


  • BlackBerry


  • Tablets


  • Windows



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