NetSupport Updates Web-Based Help Desk Solution


Share on LinkedIn

September 18, 2007 – Alpharetta, GA — With the release of NetSupport DNA Helpdesk 2.7, IT professionals at small to midsize organizations have an affordable, easy-to-use system for keeping IT help desk calls in check. The new version includes email integration and active directory support along with an enhanced user interface.

DNA Helpdesk now has the ability to integrate with a mail server enabling a more pro-active approach to dealing with customer communications. Incoming e-mails can now be routed automatically to a helpdesk operator based on pre-set rules. Supporting this, the escalation process for ‘open’ issues has also been dramatically modified including the ability to take into account helpdesk working hours and holidays.

NetSupport Group’s Head of Customer Support, Andy Gibbons commented: “In this release we’ve focused on those areas that can best help front-line support departments meet the servicing arrangements they have in place with their customers. By providing a mechanism to deal automatically with incoming e-mails coupled with changes to the way in which unresolved issues are escalated, we feel that DNA Helpdesk will go a long way to help support operatives improve the level of service they provide to end-users. This release also builds on our commitment to apply ITIL best-practice standards throughout the solution.”

Among other enhancements in this release are a complete refresh of the user interface, the ability to update user details automatically from active directory and the option to store frequently used ticket searches.

For a list of enhancements in DNA Helpdesk 2.7 and to download a fully functioning evaluation copy visit

About NetSupport DNA Helpdesk

NetSupport DNA Helpdesk is a web-based solution providing detailed recording and tracking of user help requests. NetSupport DNA Helpdesk is available as a component of NetSupport DNA IT asset management software or as a standalone product. Because NetSupport DNA Helpdesk is web-based, help desk professionals have access to issues from any browser, anywhere, any time. And since it’s on the Web, deployment costs are minimized – there is nothing to install on client machines.

About NetSupport, Inc.

NetSupport, Inc. is a member of the NetSupport Group of Companies, which develops commercial software packages to manage and support Local and Wide Area Computer Networks. NetSupport products are utilized on more than 7 million desktops throughout 50 territories. Its award-winning products include NetSupport Manager Remote Control and PC Management software, NetSupport DNA IT Asset Management and Help Desk software, NetSupport 24-7 on-demand remote support and chat, NetSupport Protect desktop security software and NetSupport School, the leading interactive classroom instructional software solution. For more information or a free trial, visit or call 1-888-665-0808.

News Editor
CustomerThink offers a free news posting service for press releases relevant to our community. To submit your press release to our news editor, send an email to [email protected] with the press release headline and main content in the email subject line and body, respectively. That's it! Approved press releases will appear in our news category within one business day of submission.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here