NTR Cloud for Help Desk

Customer help desks benefit from the simplicity and power of NTR Cloud for Help Desk, whose central ticketing core makes even geographically distributed, multi-agent teams easy to manage.

Take a tour of NTR Cloud for Help Desk

NTR Cloud for Help Desk’s agentless technology and robust feature toolkit accelerate mean time to respond (MTTR), increase first call resolution (FCR) and reduce Level 1 support costs.

NTR Cloud for Help Desk’s powerful remote desktop and live chat modules reduce support queues and boost time to repair by 50% or more by enabling faster, more effective incident resolution. As a cloud-based suite of elastic, integration-ready modules, Help Desk has limitless potential to enhance existing business apps (such as BMC Remedy) to bring you a seamless, more functionality-rich IT support environment.

End-user experience improves immediately as customers click for live help from your website or digital signature. Level 1 and 2 agents get fast, secure access to remote desktops across Windows, Mac and Linux platforms so they can see into end-user computers and troubleshoot as if they were right in front of them. There’s nothing to install on remote machines and no footprint left behind at end-of-support sessions.

NTR Cloud for Help Desk simplifies call center management. All modules are built around a central ticketing core, so support agents can click from within tickets to take remote control of devices. Every session action is automatically logged inside a ticket and statistics are transformed into graphical reports in the reports module.

Growing businesses can easily and affordably enhance their support functionality and avoid costly program switches, since the flexibility of NTR Cloud for Help Desk enables simple activation of modules from other productivity packs. Customers build on their current NTR Cloud product and only pay for the additional module.

Modules within this package are listed below. Those appearing in light grey are optional.

Assets

You can carry out a variety of actions in the assets module, including remote-control sessions, inventory checks, file transfers, tickets and events.


Screenshot of the Assets module

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Remote Desktop

The remote desktop module lets you conduct secure sessions with a remote computer desktop and interact with it as if it were on a local network. You can carry out attended support sessions or schedule them for a later time.

You can run several remote support sessions at a time across multiple platforms. New icons will appear on the film strip as you initiate additional sessions. From the reports module, you can view all session histories and generate reports with full graphics.


Screenshot of the Remote Desktop module

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Ticketing

Ticketing allows you to track all help desk actions performed on remote computers to provide support to customers and end users. You can create tickets from the ticketing and assets modules, as well as events if you’re using NTR Cloud for ITSM.

You can also link computers and carry out a remote control session from directly within the ticket. Ticketing is fully integrated in these modules, which saves you the trouble of switching screens or using different applications.

Statistics from all of your ticketing activity can be generated in the reports module.


Screenshot of the Ticketing module

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Chat

Communicate in real time with customers and provide remote support directly within your conversation.

The Chat module works across all NTR Cloud productivity packs.

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Screenshot of the Chat module

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Reports

The reports module gathers data from your NTR Cloud solution and transforms it into comprehensive reports. You can generate reports from all of the NTR Cloud modules and easily export them to a variety of formats, including XML, PDF, Word and Excel.


Screenshot of the Reports module

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Advanced Users

The advanced users module offers a simple way to define user profiles and assign roles to users to meet your business needs. This user-management feature guarantees security and confidentiality by allowing you to grant permissions to asset folders to selected users, who only view the computers to which they have been allowed access.

Permission management functionality is fully integrated in both products so permissions defined in the assets module transfer to all other modules.


Screenshot of the Advanced Users module

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Events

The events module gives you an overview of how your machines are performing based on specific alerts that you define. In the Events Library, you can create and edit events, and see a full list of all events created. Event notifications will always appear in your inbox.

The Events Library contains several event types, including free disk space, CPU usage and available RAM. You can apply advanced filters to pinpoint specific machines and decide how critical the event is and how you want to be notified: with a pop-up alert, an email or a ticket. Tickets can be created in the events module, which automatically generates a ticket when the event occurs.


Screenshot of the Events module

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Configuration Management

The configuration management module is where IT automation tasks are created, launched and managed. The Script Library contains more than 50 scripts that allow you to automate IT tasks across multiple workstations, laptops and servers. You can deploy pre-defined scripts to configure networks, retrieve Windows event logs and run regular maintenance tasks, or you can design your own scripts.


Screenshot of the Configuration Management module

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