NetHelpDesk

NetHelpDesk

ITIL aligned service desk software

4.6/5 (33 reviews)

NetHelpDesk Overview

Through over 20 years of experience, NetHelpDesk has been developed to offer a feature rich application whilst maintaining a simple to use interface. Features include: incident, problem and change management, asset management, CMDB, service catalogue, telephony integration, mobile apps.

Pricing

Starting from
£15,00/month
Pricing options
Free Trial
One Time License
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America

Supported Languages

Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish and 22 others, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian

NetHelpDesk Reviews

Overall rating
4.6/5
97% positive reviews
22
Excellent
10
Very good
0
Average
0
Poor
1
Terrible
Mark R.

NetHelpDesk where have you been all my life?

Used Daily for 2+ years
Reviewed on 2019/01/25
Review Source: Capterra

The staff of NHD listen to you and tailor their approach to your business on an individual and customised method appropriate to your needs and expectations. The NHD team are incredibly versed in their product and any support assistance if needed is delivered incredibly efficiently and with minimal disruption to service if any. I can not recommend this product highly enough - so much so that I have now implemented this in two different organisations.

Pros

I can not rate this product highly enough; the software has come on leaps and bounds since I first started using it and arguably the most noticeable improvement is the optional to use swish web interface which is easy on the eye, performs quickly and is fully customisable to your brand, colour schemes etc. The simplicity of the application is also incredible and actually improves the user and admin experience tenfold.

Cons

The only negative I have at present is that not all functionality in the NHD client is available in the Web Portal - however this is on the development roadmap and will be imminently factored in. There is also a seemingly over complicated way of managing incidents that require different ticket templates to follow a incident > major incident > problem format rather than a more simple work flow trigger that could start this process for you. However this is more a lazy comment than anything else.

I tell a lie, there is one more thing that is a negative; it wont make me a cup of coffee! However that being said, I have such confidence in the capabilities of the NHD team; I would bet it will make me a coffee in a future release!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Robbie E.

Top quality Service Desk software

Used Daily for 1-5 months
Reviewed on 2019/01/15
Review Source: Capterra

Nethelpdesk has revolutionised our helpdesk team. The team is now logging many more tickets than previously as it is so easy to do so, and we are able to respond much quicker to incoming tickets.

We are able to use the reporting to analyse the ticket trends and any support problems we have and act on these quickly.

Cannot recommend the software enough!

Pros

We've been using NHD for just over 4 months, and couldn't be happier with the software. It is very configurable, allowing you to change workflows for your specific needs.

We took advantage of consultancy when we initially signed up, which helped us to get up and running within a few days. We worked very closely with our consultant who was knowledgeable and able to help us change the look and feel to make it a little more familiar to what we were used to.

We are utilising the phone system integration allowing us to log tickets within 5 seconds of the call completion, with most of the required information being collected without any input.

Nethelpdesk is incredibly configurable, you can configure it to meet your exact needs. This can be daunting at first as there is often multiple ways to complete the same thing, but there is an option for almost everything. If you do require help the support team are generally very responsive and helpful.

The development team are very responsive, and will often patch a bug or improvement you find within a few days/weeks.

The feature development is very fast and multiple big features have been developed for the new web ui in the last few months.

The reporting functions are again very configurable and if you need an additional report created the support team can do this for you.

The dashboard feature has enabled us to show basic helpdesk statistics on a TV in the office which helps everyone keep track of how we're performing.

Cons

The web application is unfortunately not as slick as the desktop web interface. The mobile site is okay, but a new app would be a better alternative.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Steven D.

Flexible helpdesk software

Used Daily for 1+ year
Reviewed on 2019/01/25
Review Source: Capterra

We've been able to use Nethelpdesk to improve tracking of our billable hours by making our administration of helpdesk work less of a drag. The option to access the database has also enabled us to expand any functionality with our own tooling where we found the fit to our processes wasn't fully realised.

Summarised, it's enabled us to do our work as MSPs better than anything we've tried before.

Pros

Compared to many of the industry leaders we've tried, like Autotask and Connectwise, we find Nethelpdesk a refreshing alternative for work on the helpdesk. We've opted to self-host the software which already enables us to get much more responsive software and database access to make our own reports on top of the report manager in Nethelpdesk itself.

Most everything in the system in configurable to work with your processes if you wish.

The core is a helpdesk solution, but integrated are a small CRM, an asset tracking, sales and po system and (sale) item system that are great supporting tools.

Cons

The only cons we have with the system are small quality of life problems. Fields that might be better on a different position, email history is always the entire ticket and requires you make different tickets if you contact a vendor and want to evade sending other communication to the vendor (you can manually edit old emails out before sending though!).

We don't have any big cons that inhibit our work, anyplace the software wasn't a full fit we've made our own extensions using our own programmers directly with the database.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Dan H.

Second to None

Used Daily for 6-12 months
Reviewed on 2018/10/04
Review Source: Capterra

The NetHelpDesk team have been extremely friendly and willing to help with anything we have asked for to make sure the software was tailored to our exact specifications.

Pros

As part of trying to bring our IT service desk forward we decided the first step should be to find a new ticketing system that suited our needs.

After a lot of research, we decided on NetHelpDesk. The package they provided for our on-premise installation was comprehensive and impressively integrated with our existing technologies. There were certain integrations which we required that NetHelpDesk did not support out of the box, but they quickly developed a package that was perfect for our needs and now is a crucial part of the working system.

NetHelpDesk has increased our efficiency as a Service Desk exponentially and allowed us to streamline our process with regards to incident management creating a better relationship with our users. Thanks to NetHelpDesk the time to log a single phone call has gone from around 5 minutes down to roughly 30 seconds! We now log roughly 11,000 tickets a month with ease!

Our agents find the NetHelpDesk system easier, faster and more intuitive than the solution we previously used.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Carlos H.

NetHelpDesk review

Used Daily for 2+ years
Reviewed on 2017/02/20
Review Source: Capterra

Thanks to NetHelpDesk and their staff we have been able to organize our software support team and provide our customers quality service. The application allows us to follow-up on all incidents reported by our clients and provides an excellent collaboration method for our Team. The web application provided by NetHelpDesk is an awesome tool for both our technicians as well as our clients and has become a vital part of our operations. Please keep up the good work!

Pros

Excellent price-point. Excellent support team. NetHelpDesk helps our support team and provide our customers quality service. The application allows us to follow-up on all incidents reported by our clients and provides an excellent collaboration method for our Team. The web application provided by NetHelpDesk is an awesome tool for both our technicians and clients.

Cons

I have nothing negative to say about this product

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
User Recommendation
9.1/10
Based on 33 reviews
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NetHelpDesk Pricing

Starting from
£15,00/month
Pricing options
Free Trial
One Time License
Subscription
Value for money

https://www.nethelpdesk.com/prices.htm

Value for Money
4.5/5
Based on 33 reviews
Compare value for money rating with alternatives

NetHelpDesk Features

  • API
  • Activity Dashboard
  • Automatic Notifications
  • CRM Integration
  • Chat
  • Contact History
  • Customizable Branding
  • Email Integration
  • Instant Messaging
  • Knowledge Base
  • Monitoring
  • Multi-Channel Communication
  • Prioritizing
  • Reporting & Statistics
  • Social Media Integration
  • Surveys & Feedback
  • Third Party Integration
  • Ticket Management
  • Workflow Management

  • Real Time Monitoring
Features
4.6/5
Based on 33 reviews
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Additional information for NetHelpDesk

Key features of NetHelpDesk

  • ACT Integration
  • API
  • Access Control
  • Accounting Integration
  • Accounting Management
  • Action Item Tracking
  • Active Directory integration
  • Activity Dashboard
  • Ad hoc Reviews
  • Ad hoc reports
  • Administrative Reporting
  • Alerts / Escalation
  • Application Integration
  • Approval process control
  • Archiving & Retention
  • Asset lifecycle management
  • Asset management
  • Automated scheduling
  • Automatic Notifications
  • Billable Hours Tracking
  • Billing & invoicing
  • Built-in CRM tools
  • Calendar management
  • Call recording
  • Call scripting
  • Call tracking
  • Change management
  • Chat
  • Client portal
  • Communication management
  • Configurable Workflow
  • Configuration Management
  • Contact history
  • Contract drafting
  • Contract management
  • Contractor management
  • Currency conversion
  • Custom fields
  • Customer contract management
  • Customer database
  • Customer service analytics
  • Customizable Branding
  • Customizable billing
  • Customizable reporting
  • Customizable templates
  • Data import
  • Data migration
  • Electronic payments
  • Email alerts
  • Email integration
  • Email notifications
  • Emailing option
  • Employee portal
  • Employee self service
  • Equipment tracking
  • Escalation management
  • Feedback collection
  • Filtered views
  • Fixed asset management
  • Hardware Inventory
  • Help desk management
  • Incident management
  • Instant messaging
  • Inventory Management
  • Knowledge base
  • Manage time spent on requests
  • Mobile integration
  • Monitoring
  • Multi-channel communication
  • Multi-department / project
  • Multi-location
  • One click data migration feature
  • Performance reports
  • Permission management
  • Print management
  • Prioritizing
  • Problem management
  • Productivity reporting
  • Professional Services Automation
  • Project Management
  • Project Templates
  • Project Time Tracking
  • Purchase order management
  • Queue manager
  • QuickBooks Integration
  • Quote management
  • Ratings & reviews
  • Real time analytics
  • Real time reporting
  • Recurring billing
  • Reporting & statistics
  • Role-based permissions
  • Room booking
  • SLA Management
  • Sales Forecasting
  • Sales leads tracking
  • Sales orders
  • Search functionality
  • Self Service Portal
  • Self service password reset tool
  • Service catalog
  • Service level management
  • Service request management
  • Social Media Integration
  • Status Reporting
  • Support ticket tracking
  • Survey generation & distribution
  • Sync calendar with Exchange, Office365 or Google calendar
  • Team calendars
  • Third party integration
  • Ticket management
  • Time Tracking by Client
  • Timesheets
  • Trouble ticketing
  • Workflow management

Benefits

• Fast, Clean Interface: Designed to be quick and intuitive.

• Integration with Core Business Systems: Centralise your business processes using NetHelpDesk’s powerful built in integrations.

• ITIL Aligned: Incident, change, problem, service, asset and knowledge management.

• Self Service & Knowledge Base: Improve efficiency by reducing the number of calls to your service desk.

• Single Solution for Multiple Departments: Easy transfer of tickets between departments and built in OLAs to ensure efficiency.

NetHelpDesk FAQs

Below are some frequently asked questions for NetHelpDesk.

Q. What type of pricing plans does NetHelpDesk offer?

NetHelpDesk offers the following pricing plans:

Starting from: £15,00/month

Pricing model: One Time License, Subscription

Free Trial: Available

https://www.nethelpdesk.com/prices.htm

Q. What are the main features of NetHelpDesk?

NetHelpDesk offers the following features:

  • ACT Integration
  • API
  • Access Control
  • Accounting Integration
  • Accounting Management
  • Action Item Tracking
  • Active Directory integration
  • Activity Dashboard
  • Ad hoc Reviews
  • Ad hoc reports
  • Administrative Reporting
  • Alerts / Escalation
  • Application Integration
  • Approval process control
  • Archiving & Retention
  • Asset lifecycle management
  • Asset management
  • Automated scheduling
  • Automatic Notifications
  • Billable Hours Tracking
  • Billing & invoicing
  • Built-in CRM tools
  • Calendar management
  • Call recording
  • Call scripting
  • Call tracking
  • Change management
  • Chat
  • Client portal
  • Communication management
  • Configurable Workflow
  • Configuration Management
  • Contact history
  • Contract drafting
  • Contract management
  • Contractor management
  • Currency conversion
  • Custom fields
  • Customer contract management
  • Customer database
  • Customer service analytics
  • Customizable Branding
  • Customizable billing
  • Customizable reporting
  • Customizable templates
  • Data import
  • Data migration
  • Electronic payments
  • Email alerts
  • Email integration
  • Email notifications
  • Emailing option
  • Employee portal
  • Employee self service
  • Equipment tracking
  • Escalation management
  • Feedback collection
  • Filtered views
  • Fixed asset management
  • Hardware Inventory
  • Help desk management
  • Incident management
  • Instant messaging
  • Inventory Management
  • Knowledge base
  • Manage time spent on requests
  • Mobile integration
  • Monitoring
  • Multi-channel communication
  • Multi-department / project
  • Multi-location
  • One click data migration feature
  • Performance reports
  • Permission management
  • Print management
  • Prioritizing
  • Problem management
  • Productivity reporting
  • Professional Services Automation
  • Project Management
  • Project Templates
  • Project Time Tracking
  • Purchase order management
  • Queue manager
  • QuickBooks Integration
  • Quote management
  • Ratings & reviews
  • Real time analytics
  • Real time reporting
  • Recurring billing
  • Reporting & statistics
  • Role-based permissions
  • Room booking
  • SLA Management
  • Sales Forecasting
  • Sales leads tracking
  • Sales orders
  • Search functionality
  • Self Service Portal
  • Self service password reset tool
  • Service catalog
  • Service level management
  • Service request management
  • Social Media Integration
  • Status Reporting
  • Support ticket tracking
  • Survey generation & distribution
  • Sync calendar with Exchange, Office365 or Google calendar
  • Team calendars
  • Third party integration
  • Ticket management
  • Time Tracking by Client
  • Timesheets
  • Trouble ticketing
  • Workflow management

Q. Who are the typical users of NetHelpDesk?

NetHelpDesk has the following typical customers:

Large Enterprises, Mid Size Business, Non Profit, Small Business

Q. What languages does NetHelpDesk support?

NetHelpDesk supports the following languages:

Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian

Q. What type of pricing plans does NetHelpDesk offer?

NetHelpDesk has the following pricing plans:

One Time License, Subscription

Q. Does NetHelpDesk support mobile devices?

NetHelpDesk supports the following devices:

Android, iPhone, iPad

Q. What other apps does NetHelpDesk integrate with?

NetHelpDesk integrates with the following applications:

JIRA Software, KashFlow, KashFlow, Microsoft Dynamics CRM, PagerDuty, QuickBooks Online, Sage Accounting, Slack, Twitter, Xero

Q. What level of support does NetHelpDesk offer?

NetHelpDesk offers the following support options:

FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials

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