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The main NetHelpDesk screen shows a list of areas, sites and users in a familiar Windows explorer style expanding tree view:
 The tree can also display lists of equipment types, suppliers and services. Lists of requests can be shown by status, priority or which technician they are currently assigned to. End users can submit requests to you by: - Phoning or Faxing
- Using the web browser interface
- Sending an email
Different types of actions can be defined by you to match the procedures adopted within your organisation. Each action type, such as 'Logged to Supplier' prompts the technician for appropriate fields of information to standardise recording of progress.
When a request is fully satisfied, final clearance details are entered and the SLA compliance is evaluated. The option to make an entry in the change log is available. Any charges associated with the request can optionally be entered and a knowledge base entry can be made to summarise the problem for future reference. Statistics screens can be viewed to show the level of compliance and effectiveness of the support staff. EMail Interface The email interface allows end users to submit requests by sending an email to a POP3 mailbox. NetHelpDesk reads this mailbox and creates new requests in the database. Optionally an acknowledgement can be sent back to the end user. The end user can be kept informed of progress via automatic emails as actions are taken on the request. They can update their request by replying to these emails. When the call is cleared, the end user can again be notified by email.
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