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Support in seconds with our simple 5-step helpdesk solution
Let's face it, sometimes it's easier just to do things yourself. No long explanations. No misunderstandings. And when it comes to helpdesk support, that means faster problem resolution, better service, and greater customer satisfaction.NetOp has taken its world-famous remote control technology and created NetOp On Demand to enable temporary helpdesk sessions across the Internet without any firewall configuration. By downloading a small, self-executing program, end users can receive true hands-on help from your helpdesk staff. Using NetOp, your helpdesk representative can see the end user's screen, move the cursor, click, type - and even transfer files. And when the program is closed again, it automatically deletes itself from the end user's hard disk. ONE: An end user contacts your helpdesk and downloads a temporary NetOp On Demand file.
TWO: The program unpacks automatically, a service ticket is entered, and it establishes an Internet connection between the end user and your helpdesk representative.
THREE: The end user grants permission to your helpdesk representative to access the remote computer.
FOUR: Your helpdesk representative can now see the end user's screen, and use his own mouse and keyboard to control the remote computer.
FINISH! When the problem has been fixed, the end user simply closes NetOp, which immediately erases itself from the hard disk. It's that simple!
Benefits * No pre-installed software required * Operational in seconds - just download a small 650 kb file from a website * No administrative privileges required to run * Easy to use - no training needed * Firewall friendly - initiates session from inside using standard web services * Licensed per helpdesk representative, not per enduser * No footprint left at the remote computer
FeaturesHelp service modeWhen 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 modeHere, 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.SecurityTo 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 desktopWhen solving a problem, a real-time copy of the enduser's Windows desktop is displayed on the helpdesk representative's screen.Use keyboard and mouseThe 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 filesA 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.ChatIf 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 versionsHost: 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.
SecurityUser-confirmed accessFor security reasons, prior to any session, the enduser must manually grant permission to the helpdesk representative to access the remote computer. The enduser can evaluate the proposed actions of the helpdesk representative and deny access if these actions are inappropriate.AuthenticationTo prevent unauthorized access to the helpdesk center through the NetOp Gateway, authentication requires either a shared password, a user name and a password, or Windows credentials. Authentication details can be supplied automatically or manually entered by the enduser.Emergency disconnectThe enduser can exit the help session at any time simply by pressing a specially assigned hotkey.Security rolesThe helpdesk can provide NetOp On Demand programs with different permissions to meet special requirements. Some endusers may not want helpdesk staff to perform ...
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