Knowledge Management
Sharing existing information with both users and your customers can make a big difference when it comes to minimising calls to the service desk.
Richmond SupportDesk provides comprehensive knowledge management features for both internal and external users based on either resolved incidents or by publishing standard Microsoft Office™ documents, HTML, or PDF's to the helpdesk web server. Users can then query the knowledge base by using a simple free-text query.
Richmond SupportDesk also takes this functionality one step further, by automatically notifying affected parties with the details of workarounds or permanent fixes whenever a new incident is linked to an existing problem or known error.
Click to enlarge
