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.
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.
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.
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!
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!
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.
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.
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.
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.
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.
Every member of staff I have spoken to has been very knowledgeable, transparent & professional
This Software has a fantastic web interface which is available for on premise as well as hosted. Which gives great flexibility for its users. It is also VERY feature rich. More so that competitors . There are no stripped back versions or progressive pricing structure. You get everything for one price.
Despite listing the features as a big Pro, it can also be slightly overwhelming to setup. The day to day running of the software is simple and easy to use. However, on initial setup, due to the incredible list of features... There are also an incredible list of configurations & options to choose to set it up. Now this isn't much of a con to say the least but you do need to set a side a good chunk of time to get your head around it. This is where their support comes in very handy!
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.
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.
• 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.
Below are some frequently asked questions for NetHelpDesk.
NetHelpDesk offers the following pricing plans:
Starting from: £15,00/month
Pricing model: One Time License, Subscription
Free Trial: Available
NetHelpDesk offers the following features:
NetHelpDesk has the following typical customers:
Large Enterprises, Mid Size Business, Non Profit, Small Business
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
NetHelpDesk has the following pricing plans:
One Time License, Subscription
NetHelpDesk supports the following devices:
Android, iPhone, iPad
NetHelpDesk integrates with the following applications:
JIRA Software, KashFlow, KashFlow, Microsoft Dynamics CRM, PagerDuty, QuickBooks Online, Sage Accounting, Slack, Twitter, Xero
NetHelpDesk offers the following support options:
FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials