NetHelpDesk gives you Request Types, and each one represents that paper forms, and you can tailor what is captured in each one. There is no limit to the number of Request Types that can be specified, and controls available to make certain forms available only to Agents internally, and not end-users via the web portal, or if they are available, what fields appear within that form to the end-user. Each Request Type comes with the ability to be called whatever you like, and have a set of pre-defined defaults for that type of Request. These can then be specified in other features too, such as Auto Requests.
We offer an introduction to the ITIL framework within NetHelpDesk, the standard setup required for an IT service desk. These are only suggestions, and NetHelpDesk will use whatever you specify. All pre-existing request types can be edited and new ones added and deleted, as necessary.
We go one step further with ITIL as well, where you can specify multiple request types as one ITIL request type, and still be ITIL compliant. So a Support, Sales and Accounts Enquiry can be set as Incidents and linked later to their relevant Problem request, and so on.
NetHelpDesk offer an ITIL consultancy as part of the suite of services. Speak with your Account Manager for more information. The purpose of request types essentially, is set default values for a request, and to control which fields are visible in a new request (including Custom Fields).
NetHelpDesk is available on a range of devices with industry-leading functionality available throughout.