An IT help desk where you can see the problem.
Users describe the issue in the chat or by email, and it becomes a ticket. When words are not enough, they call from the widget and share their screen, and a second technician can join the same call. For IT teams and for service providers running several clients.
Built for fixing things.
Seeing the issue, getting help on it, and keeping a record of the fix.
Screen sharing
Their screen, on your desk
On a call from the widget, the user shares their screen from a desktop browser. It shows whole on your desk, with full screen when you need to read the small print.
Team calling
A second technician, one click away
Ask a teammate to join and their desk rings for a minute. Joining puts them in the same call. Anyone set to away is never rung.
Ticket inbox
Every issue has a history
Status, priority, owner, tags and internal notes on every ticket. Users can pull up their earlier tickets in the widget and carry one on.
Focus
Time on each ticket
Work the queue one ticket at a time in Focus, with the clock running. The Team page adds up the hours for each technician.
From the first message to fixed.
The report, the call and the fix are one ticket, not three systems.
The report
An email, a chat or a form opens a ticket. Users can attach a file in the chat, like a screenshot of the error.
The look
The user calls from the widget and shares their screen, so you see the error instead of a description of it.
The escalation
Ask a senior technician to join the call, or reassign the ticket with an internal note on what you tried.
The record
The fix stays on the ticket. Solved tickets can become questions and answers the assistant uses the next time someone asks.
IT Support, in questions.
The things teams ask before they switch. If yours is not here, the widget in the corner answers from the same training our own desk runs on.
No. Screen sharing runs in the widget, in a desktop browser. It shows you their screen; it does not give you control of their computer.
Yes. Ask a teammate to join from the call and their desk rings. Several agents can be on one call with the user.
Yes. Create a workspace for each client, with its own website, widget, training and team, and switch between them from the desk.
Yes. Call requests ring in the mobile app, and the whole ticket inbox is there too.
The other ways teams use it.
The same desk, set up for different work. See all NewDesk solutions.
Stop asking users to describe what is on their screen.
Start with 30 days free. Forward your IT address to NewDesk, switch on calls, and invite your technicians.