According to Giga Information Group, integrating IT asset inventory management with the help desk can reduce call handling time and speed up issue resolution. And according to industry research from Gartner Inc., understanding the user's hardware and software configuration takes up 50% of the help desk time. With the release of NetSupport DNA Helpdesk 2.0, IT professionals at small to midsize organizations have an affordable, easy-to-use system for keeping IT help desk calls in check.
(PRWEB) December 12, 2004 -- According to Giga Information Group, integrating IT asset inventory management with the help desk can reduce call handling time and speed up issue resolution. And according to industry research from Gartner Inc., understanding the user's hardware and software configuration takes up 50% of the help desk time. With the release of NetSupport DNA Helpdesk 2.0, IT professionals at small to midsize organizations have an affordable, easy-to-use system for keeping IT help desk calls in check.
The new version of NetSupport DNA Helpdesk 2.0 features the ability to attached files to tickets, custom fields, automatic assignment by priority, active directory integrations and time logging against tickets.
NetSupport DNA Helpdesk 2.0 is a fully web-based solution providing detailed recording and tracking of user help requests. NetSupport DNA Helpdesk is available as a component of NetSupport DNA asset management software or as a standalone product. Because NetSupport Helpdesk is web-based, help desk professionals have access to issues from any browser, anywhere, any time. And since it's on the Web, deployment costs are minimized - there is nothing to install on client machines.
NetSupport DNA Helpdesk 2.0 features include automatic assignment of tickets to operators based on pre-defined customer rules based on either problem type or user type. Also it includes a structured notes history for a ticket with source identifiers for each additional entry within the ticket. Additionally, NetSupport DNA Helpdesk offers streamlined creation of a solutions database to aid future help requests, ticket logging with customizable categories for easy input, and real-time corporate status reports such as total calls, status, and average resolution time, history by user for all previous requests. Optional hardware and software inventory and remote control is available through NetSupport DNA asset management software.
Recently, NetSupport announced the latest version of NetSupport DNA 2.0, which gives IT professionals a centralized way to deploy, track and manage IT assets throughout an organization. NetSupport DNA 2.0 includes hardware and software inventory, software distribution, application and web metering, query-based reporting, web-based help desk and remote control functionality. NetSupport DNA is easy to use and it eliminates hidden implementation and training costs.
About NetSupport, Inc.
NetSupport, Inc. is headquartered in Alpharetta, GA with offices throughout the U.S. & Canada. Their portfolio of desktop management and remote control products includes NetSupport Manager, NetSupport School, NetSupport DNA and NetSupport DNA Helpdesk. For information on NetSupports products and a free 30 day trial, visit http://www.netsupport-inc.com or call 1-888-665-0808.
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