In today’s evolving market needs and tremendous business challenges, Netways recognized the importance of developing service-oriented and technology-driven products to best serve the operational marketplace IT requirements.
Netways invested in developing a complete IT Help Desk solution to wrap a best-of-breed vertical application covering a wide range of business requirements and features using the .Net Framework and Captaris Workflow as a workflow engine.
Automating your IT Help Desk, and enabling your organization to deliver standard levels of support will have direct impact on the overall business performance, including the company at large, the business managers, and the knowledge workers. Progressively, the Help Desk is becoming a key actor among the organization’s services and its function surpassed the internal use inside the company as for employee and Help Desk relationship to grow and involve the participation of the business providers, suppliers or trading partners.
Netways IT Help desk Accelerator is a complete solution designed to serve the needs of any size business. Implementing our IT Help Desk and customizing it to your needs will bring benefits to your organization by easing the support request trouble submission and resolution, and allowing tracking and follow-ups on the response to these requests.
This web-based ticket management application routes IT support requests through a predefined workflow. The solution is completely integrated with SharePoint and Active Directory and contains a built-in search and tracking module to follow up on support requests. IT Helpdesk also keeps a history of all support requests and provides reporting capabilities through the reporting module. For enhanced productivity, a My Tasks module acts as a single repository for pending tasks and email notifications are supported to alert the corresponding users. The system also provides the capability of real-time flowchart views of the process progress and the ability to print-out from within the application to keep a physical history.