Helpdesk Ticketing System

A helpdesk ticketing system or IT ticketing system allows for all support requests to be managed from a central platform. When the customer contacts the help desk their communications will all be tracked within the same support ticket system and the user will receive a unique ticket reference. This reference will be used to manage the helpdesk request throughout it's lifecycle and the ticketing software can then report back on all the recorded data.

Whether this request is via email, phone call, social media or web portal, the customer will receive a unique ID number that will be used as reference until the request is resolved. NetHelpDesk manages all these different channels of communication, allowing your agents to manage their workload from a centralised queue. As well as being a vital IT ticketing system, NetHelpDesk can be used as helpdesk system for many different departments; managing a range of requests for information and tasks.

IT Helpdesk Ticketing Software

The growing variety of channels customers have at their disposal, while frequently handy for the customer, can allow it to be hard to supply consistent service to users. Many businesses simply let their customers create support requests via a web portal, which frequently made customers fill in necessary subjects; for example service plan or their account number. This helped ensure the reacting support representative had all the context that was needed to supply support but wasn't always a wonderful experience for the customer. Some favour the immediacy of brevity or a phone call of a Tweet.

Moreover, the formats that are different can’t communicate with each other, so it’s completely possible that two different support representatives will react without either one knowing it. If your customer e-mails a grievance to an organization, then Tweets that same grievance it could create double the support tickets. Also, that information is never captured for additional use, making it impossible for support representatives to reference preceding service problems with that customer.

These screenshots are just examples. A lot of customisation exists in NetHelpDesk for you to make screens display the information you want.

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 in this area, 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.

Thoughts from NetHelpDesk users...


""NHD has really revolutionised the way we deal with help desk service enquiries, and it puts us streets ahead of the industry norm in terms of client communications and enquiry recording/auditing. We're working with them now to add in features we would like to see as the product moves forward, and booking in our yearly site visit to help us streamline our practices. From the initial enquiry, to present day, we rate their service 10 out of 10.""

- Steve Roberts, Premia Solutions Limited, UK

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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