As part of our strategy to insource our ICT team, we needed to purchase a Service Desk Solution to ensure we delivered best in class service to our internal clients, both at our main location and satellite sites. We required an intuitive, smart tool that would aid the desk to work with an informative system to collate and progress our workload to fruition. After an extensive market review, we selected NetHelpDesk. The simplistic format is extremely user friendly which provides the Desk with the right information. NetHelpDesk also provide a great customer service within their own Helpdesk, ensuring queries are fully understood and a suitable timely answer is provided.

From the outset, their team were extremely supportive as we made the transition from our old system to NetHelpDesk. Now we can accurately track our engineering support time, which has dramatically improved our billing levels! Our Customers can finally follow their support calls online, and the customisable e-mail response function has vastly improved customer communication levels. We are also delighted with the range of reports available, so we can quickly see how customers are utilising their support time. We highly recommend NetHelpDesk to any organisation who requires a helpdesk solution.

We recommend NetHelpDesk to our Customers, and would do so to anyone looking for something more than just a great product.

Over the past few years NetHelpDesk has played a critical role in our service delivery concept. It’s advanced feature set has allowed us to automate many business processes, and has helped us deliver an exceptional service to our customers. One of the key factors in our decision to choose NetHelpDesk was the responsiveness and helpfulness of the support team. In addition, their willingness to incorporate our requirements into future releases was something I was particularly pleased about. As our business continues to grow, and our requirements change, NetHelpDesk continue to show willingness to ensure the product meets our needs. We have recommended NetHelpDesk to other Siemens organizations, who have also successfully implemented the product.

We switched to NetHelpDesk after 14 months of problems with another product that never really delivered. The guys at NHD spent many hours helping us to get the demo set up, with no hard-sell or pressure. We're not a massive outfit, 12 licenses, but nothing was too much trouble for them in helping us to trial the software properly. I've been in the helpdesk industry for 25 years, and have tested or used dozens of software packages, and I can confidently state that the guys at NHD are the best I've come across when it comes to support, both pre-sale and post-sale. NHD has worked very well for us. All in all, an excellent product. As a helpdesk system, it's the best product I've seen in recent years (and I've looked at many products!).

NetHelpDesk's flexible approach has allowed us to seamlessly replace the existing system whilst maintaining service to our customers. The training and consultancy services provided allowed us to train all staff involved, identify and develop areas of improvement.

We started looking for a new help desk software towards the end of 2012. We’re not an IT company, I am not a “techie”, but would describe myself reasonably competent. We wanted something that we could populate quickly, customise and setup ourselves. We went with NetHelpDesk’s hosted platform, and took advantage of their professional services. NHD has really revolutionised the way we deal with service enquiries, and it puts us streets ahead of the industry norm in terms of client communications and enquiry recording/auditing. We’re working with them now to add in features we would like to see as the product moves forward, and booking in our yearly site visit to help us streamline our practices. From the initial enquiry, to present day, we rate their service 10 out of 10.

The Scottish Environment Protection Agency required a one stop system for the many different enquiry types we receive from both Internal and External customers. Having 350 Technicians, 16 mailboxes, 1200 Internal customers and handling 93,000 public calls (2014-2015) allows SEPA to efficiently transfer calls from our Communications centre to the correct department and ensures our customer enquiries are tracked efficiently. The reporting for our management team has been improved with Automatic reports run to allow rolling comparative reports on a daily, weekly, monthly and yearly terms. NetHelpDesk has provided us with a system which meets SEPA’s conditions and their response to our requirements is always fast and efficient either with development needs or in Support. Our Technicians have moved from our previous system to NetHelpDesk with a minimum of training due to the intuitive UI.