September 2007 — News

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NetSupport Bumps DNA Helpdesk to 2.7

by Dave Nagel

NetSupport has updated DNA Helpdesk to version 2.7. DNA Helpdesk is a Web-based customer support management system designed specifically for IT professionals in education.

The new 2.7 release adds e-mail integration and support for Active Directory. It also includes a plethora of workflow and interface improvements. Some of the new features include:

  • Routing incoming e-mails directly to helpdesk personnel and triggering outgoing e-mails when comments are added to a ticket;
  • New user interface;
  • AD synchronization, which replaces the previous AD Import function, which allows user details to be updated automatically;
  • Addition of a new "publish solution" feature;
  • New conditions for the escalation rule;
  • Enhanced data fields and multiple levels of ticket types; and
  • The ability to save commonly used ticket searches.

NetSupport DNA Helpdesk 2.7 is available now. More information and a trial version are available at the link below.

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About the author: David Nagel is the executive editor for 1105 Media's online education technology publications, including THE Journal and Campus Technology. He can be reached at dnagel@1105media.com.

Proposals for articles and tips for news stories, as well as questions and comments about this publication, should be submitted to David Nagel, executive editor, at dnagel@1105media.com.

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Dave Nagel, "NetSupport Bumps DNA Helpdesk to 2.7," T.H.E. Journal, 9/20/2007, http://www.thejournal.com/articles/21303

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