www.netsupportdna.com
Price: $1750 for 3 operators

When teachers have a problem with a piece of equipment or software, they can use the NetSupport DNA Helpdesk online program to submit a trouble ticket to tech support. DNA Helpdesk notifies the tech via e-mail that he or she has a ticket. The tech can use the program to check the machine’s latest hardware and software configuration and to see a report of other tickets coming in, all of which can aid in troubleshooting, reduce downtime, and cut costs.

PROS: Helpdesk gives an up-to-the minute inventory of the hardware and software installed on a machine reporting a trouble ticket. The program can set customizable rules so that specific kinds of tickets are delivered to specific techs. Helpdesk can be accessed from handheld devices; the pages on handhelds are easy to read, and the tech can add customizable fields. User data can be imported from third-party sources. Ticket escalation can be automated, and reports can be viewed online.

CONS: None.

OVERALL EVALUATION: While this is similar to other help-desk products on the market, three things make it unique and exceptional: the up-to-date hardware and software inventory, full handheld functionality, and a customizable knowledge base.