Best For

Ideally suited to companies looking for a mid-market ITIL aligned service desk solution.

Product Details

NetHelpDesk provides ITIL aligned help desk software that can be installed on premise or in the cloud. 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.

Contact Details

Net Help Desk

http://www.nethelpdesk.com

Founded in 1994

Located in United Kingdom

NetHelpDesk Pricing Overview

NetHelpDesk pricing starts at $25.00 per month, per user.There is not a free version of NetHelpDesk.NetHelpDesk does offer a free trial.See additional pricing details for NetHelpDesk below.

Starting Price

Free Trial

Platform

  • Installed - Mac
  • Cloud, SaaS, Web
  • Installed - Windows
  • Mobile - iOS Native
  • Mobile - Android Native

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation

Support

  • 24/7 (Live Rep)
  • Business Hours
  • Online

NetHelpDesk Features

Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Contract Management
IT Asset Management
Incident Management
Knowledge Management
Release Management
Self Service Portal
Service Catalog
Service Reporting
Ticket Management
Asset Tracking
Availability Management
Change Management
Configuration Management
Contract/License Management
Incident Management
Problem Management
Project Management
Release & Deployment Management
Self Service Portal
Assignment Management
Dashboard
Escalation Management
Issue Auditing
Issue Scheduling
Knowledge Base Management
Project Management
Recurring Issues
Task Management
Backup and Recovery
Billing & Invoicing
CRM
Dashboard
Help Desk
Issue Management
Live Chat
Patch Management
Project Management
Remote Access
Scheduling
Billing & Invoicing
CRM
Client Portal
Collaboration Tools
Document Management
Portfolio Management
Project Management
Proposal Generation
Quote Management
Resource Management
Time & Expense Tracking
CMDB
Change Management
IT Asset Management
Incident Management
Knowledge Base
Mobile Access
Procurement Management
Remote Control
SLA Management
Self Service Portal

NetHelpDesk Reviews

Showing 5 of 36 reviews
Overall
4.7/5
Ease of Use
4.4/5
Customer Service
4.8/5
Avatar Image
Robbie E.
Service Manager
Information Technology and Services, 11-50 employees
Used the software for: Less than 6 months
Overall Rating
5/5
Ease of Use
4/5
Customer Service
5/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
January 15, 2019

“Top quality Service Desk software”

OverallNethelpdesk 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!
ProsWe'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.
ConsThe 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.
Reviewer Source 
Source: Capterra
January 15, 2019
Avatar Image
Steven d.
Manager Network Operations
Information Technology and Services, 11-50 employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
5/5
Features
4/5
Value for Money
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
January 25, 2019

“Flexible helpdesk software”

OverallWe'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.
ProsCompared 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.
ConsThe 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.
Reviewer Source 
Source: Capterra
January 25, 2019
Avatar Image
Owen W.
Director
Information Technology and Services, 1-10 employees
Used the software for: 6-12 months
Overall Rating
5/5
Ease of Use
4/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
December 12, 2019

“Feature Rich and a Great User experience”

OverallExcellent Service with an Excellent Product. Their customer service is very good with someone always happy to help as soon as you call in.
ProsIt has such a vast selection of features, Almost every aspect of customisable and the Web Interface is excellent.
ConsWith it having such a WIDE selection of features, the issue I found is that the configuration is very complex, sometimes takes a moment to figure how to change a setting.
Reviewer Source 
Source: Capterra
December 12, 2019
Jacob W.
Operations Technical Lead
Information Technology and Services, 11-50 employees
Used the software for: Less than 6 months
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
October 15, 2019

“Slick web application with excellent support”

OverallWe replaced our previous outdated ticket management system, like for like, as well as getting some much needed added features. Such as automated SLA tracking and assignment, as well as automated report generation and distribution. It's saved us countless hours of administration work in the reporting process.
ProsNetHelpDesk (specifically the web app variant) is a slick, modern and powerful ticket management system, unlike the vast majority of its competitors it has a very clean interface, which in turn is customization. It's the fastest ticketing software I've ever used, at least in the cloud based environment. Customisation was a breeze thanks to the very knowledgeable and helpful consultants who were sent to our offices for the initial configuration of the system, they gave great advice and made understanding how the configuration sat together a breeze.
ConsFor the most part the system is excellent, a few small cons: Configuration can be quite repetitive, as the solution is primarily rule based, so you find yourself entering lots of rules which are slightly different from each other, if at any point you decide to overhaul something like your priority matrix, but with a little thought during implementation, you should only need to do this once.
Reviewer Source 
Source: Capterra
October 15, 2019
Paul M.
IT Manager
Mechanical or Industrial Engineering, 51-200 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
5/10
Source: Capterra
January 6, 2017

“Multi Function”

OverallWe've been using NHD for the last 4 years, and it has been suited to our needs to cover our IT, Systems and Facilities teams. It has sufficient customisation and security to allow us to use the system for logging our tickets across the departments, and security to allow segregation of information, for example IT cannot see Facilities tickets and vice versa. We also like the automated ticket function for regular tasks in IT and Facilities. Reporting functionality is suitable for our needs too, allowing us to report on the team's activities, monthly, quarterly and annually.
Source: Capterra
January 6, 2017