Help Desk Data Sheet

Upgrade Your Small-Business Support Operation

With an Enterprise-Grade Engine
NTRglobal’s cloud-based Help Desk delivers you big-business functionality at small-business

Why NTRglobal? prices. You get maximum flexibility to work from absolutely anywhere, offering customers fast,
effective problem resolution with nothing to install. Just sign in from any Internet-enabled device
and pull up remote desktops to view, control and resolve on first contact.

Help Desk lowers support costs by boosting productivity, eliminating maintenance costs and
»» SaaS IT Management and Remote
reducing travel-related expenses. Your end-to-end support pipeline is easily managed and
Support Providers for 10+ Years
measured with advanced inventory, built-in Ticketing and Reporting modules. Customizable
»» Flexible, Modular Solutions graphic reports demonstrate your daily performance to improve productivity and cost
management.
»» Ease of Implementation
Built on a modular cloud platform, Help Desk easily integrates with existing systems. Help Desk
»» Simplify Complex Processes
functionality can be easily plugged into your existing business apps so you benefit from dynamic
»» M
ultiple OS Support for PC, Mac, SaaS delivery while leveraging previous investments. Help Desk scales up to fit your business
Linux and Mobile Devices needs with no hidden infrastructure costs.

»» Globally Distributed Data Centers

»» Open API Architecture Key Benefits

»» Integration with Hundreds of Apps »» Optimize Support Costs: Reduce travel and cut maintenance costs

»» Designed for Growing Businesses »» Maximize Efficiency: Accelerate resolution with robust remote troubleshooting tools
»» Speed Connectivity: Benefit from a global network of socket servers
»» Enterprise-Grade Security
»» Optimize Workflows: Drive support from a central Ticketing module
»» Increase End-User Satisfaction: Resolve incidents on first contact
»» Manage with Flexibility: Take control from any computer, anywhere in the world
www.ntrglobal.com
»» Demonstrate Performance: Report on all application activity – from login to logout
»» Safeguard Connections: Remote sessions governed by industry-standard security
 Security
·· ISO 27001 Certified (NTRglobal
Facility and all Data Centers)
·· TRUSTe Certified
·· Qualys® SECURE Seal
·· Safe Harbor-Certified Data Centers
·· D
ata Privacy and Integrity
·· 256-bit AES encryption
·· At-rest customer data encryption
·· TLS/SSL protocol
·· Authentication and Authorization
·· Attack and Malware Detection
·· OWASP Testing Standards

Run multiple support sessions simultaneously on a variety of platforms

Languages

Features
English, Spanish, German, French, Italian
Optimize Your Workflow
»» Work faster with an easy-to-use
graphical interface
Gain Access From Any System Requirements
Computer, Anywhere »» U
se advanced filters to quickly drill down
to find devices that meet specific criteria
»» Secure remote control of Windows, Customer Support Agents
Mac and Linux – with or »» C
ustomize views to facilitate Internet Connection:
without an end user data comprehension
56 kbps minimum, 512 kbps recommended
»» 1
00% web-based with nothing »» S
peed through problem resolution Supported Operating Systems:
to install and no footprint left with contextual menus, shortcuts
·· Windows XP / Vista / 7
behind on remote computers and drag-and-drop functionality
·· Windows NT 4.0 / 2000 / 2003 / 2008
»» F
astest connectivity delivered from Supported Browsers (oldest
a globally distributed socket
Manage Your Computers supported version):
server network »» O
rganize machines into folders by ·· Internet Explorer 6+
location, company and other criteria ·· Mozilla Firefox 1.0+
»» N
o need to open special ports,
change network or firewall »» V
iew software installed, services running,
End Customers
configuration, or modify NAT tables network information, hotfixes and more
Internet Connection:
»» Apply multi-criteria filters to pinpoint 56 kbps minimum, 512 kbps recommended
Troubleshoot and Resolve Remotely specific machines
Supported Operating Systems:
»» Connect on demand and schedule ·· indows XP / Vista / 7
W
remote desktop sessions Comprehensive Reporting ·· Windows NT 4.0 / 2000 / 2003 / 2008
»» A
dvanced troubleshooting with »» A
utomatically track activity – connections, ·· Windows Mobile 2003 (SE) / 5 / 6 / 6.1
Windows remote command prompt logins, remote control sessions ·· Mac OS X 10.3.9+
»» R
eboot remote computers and »» V
iew Ticketing activity overview or ·· Linux Kernel 2.6 12+
reconnect seamlessly filter by type, status or priority Supported Browsers (oldest
supported version):
»» D
rag and drop files between remote »» C
ustomize reports by grouping
or refining data ·· I nternet Explorer 6+
computers or print remote
·· Mozilla Firefox 1.0+
documents locally »» Export graphics-embedded reports
·· Netscape 6
to PDF, Word, Excel, XML or CSV
·· Safari 1, Camino 1 (Mac only)
Track From Central Ticketing ·· Konqueror Epiphany (Linux only)
»» E
asily manage and track incidents Hundreds of Integrations ·· Chrome
from centralized Ticketing »» B
uild Help Desk features right
Additional Requirements
»» O
ne-click to remote control into your apps
·· 333-MHz CPU or higher
from within tickets »» S
eamlessly integrate with your CRM, ·· 256 MB of RAM
»» S
ort tickets by type, level of ticketing, ERP and other business apps ·· 55 MB of free disk space
criticality, status and contact channel »» RESTful API developer platform
To view the most current system
»» Manage customer information and »» SOAP over HTTP for easy communication requirements, please visit:
automatically log all work done across proxies and firewalls www.ntrglobal.com/help-desk/techspecs
for clients

Unsure? Take a free test drive at www.ntrglobal.com/help-desk

Already convinced? Find your local Sales office at www.ntrglobal.com/contact

03.2011