Features

Help service mode
When helpdesk assistance is needed, the enduser can activate a web link that downloads a small NetOp On Demand program file. A help service name, the enduser’s name and a problem description is filled out by the enduser. The request is automatically queued at the helpdesk center where it waits for the next available helpdesk representative.

Service-ticket mode
Here, end users usually contact the helpdesk by phone. The helpdesk representative directs the enduser to a specific website or e-mails a link from where a small NetOp On Demand program is downloaded. A unique, one-time service ticket is created by the helpdesk representative. This ensures that NetOp On Demand connects to the same helpdesk representative with whom the enduser speaks to on the phone.

Security
To ensure optimal security during the on-line help session, all data exchanged between the enduser and the helpdesk is encrypted with up to 256 bit AES. Access is controlled and verified in both directions.

View the end user’s desktop
When solving a problem, a real-time copy of the enduser’s Windows desktop is displayed on the helpdesk representative’s screen.

Use keyboard and mouse
The helpdesk representative can remotely control the user’s keyboard and mouse if the end user grants permission. Alternatively, the helpdesk representative can point to areas on the enduser’s screen using a secondary mouse pointer.

Transfer files
A powerful, interactive, split-screen file manager allows the helpdesk representative to exchange files with the enduser to provide updates, patches and drivers, and retrieve files for further diagnostics.

Chat
If a voice telephone line is not available during the help session because the customer is using a dial-up connection, the helpdesk representative and enduser can use NetOp’s built-in instant messaging to exchange information during the help session.

Language versions
Host: Available in English, German, French, Spanish and Italian.
Guest (help desk): User interface and online help is available in English, German, French, Spanish, Italian, Portuguese and Japanese. The user interface is available in Arabic, Chinese, Danish, Dutch, Hebrew, Korean and Swedish where the accompanying online help is in English.