NetSupport DNA Helpdesk 2.7
DNA Helpdesk is a powerful yet user-friendly helpdesk application.
DNA Helpdesk is a fully Web based solution providing detailed recording and tracking of user Help Requests. Features include: automatic assignment of tickets to operators based on pre-defined customer rules based on either problem type or user type. Structured notes history for a ticket with source identifiers for each additional entry within the ticket. Optional hardware and software inventory and remote control. Streamlined creation of a solutions database to aid future help requests. Ticket logging with customizable categories for easy input. Real time corporate status reports--total calls, status, and average resolution time, history by user for all previous requests.
Version 2.7 includes revamped user interface, incoming/outgoing email processing, active directory synchronisation, save ticket search facility and enhanced escalation process including the ability to cater for working hours and holidays.