Richmond SupportDesk Self Service Portal Features
The Richmond SupportDesk Self Service Portal is extremely customisable and can be tailored to give your users access to all or just a selection of the available functionality. This can be determined by the needs of each external customer or internal user, for example managers seeing all incidents raised by their department, division or company.
Key features include:
- Intelligent user registration with self registration functionality allowing users to register online. This process can be fully automatic, recognising the user domain from their e-mail address and automatically determining the right user group and optimum configuration for them. Alternatively this process can include steps for the registration to be confirmed by the support desk operators prior to users being granted permission to access the portal.
Click to enlarge - Rapid logging of frequently occurring incidents with quick incident templates. Customisable wizards guide users to categorise their support requests and supply all of the necessary information to enable support staff to quickly and efficiently manage the incident.
Click to enlarge - Incident tracking provides the ability, after logging incidents, to track the progress and status of support requests. This ensures users are kept fully up-to-date and are able to provide additional information as required, for example file attachments. An enhanced incident list allows users to customise how they view incidents by simply dragging and dropping to sort or group by different criteria including category, status and priority.
Click to enlarge - Change management users can view existing Requests for Change (RFC) that have been approved and can raise new requests.
- Browser support through compatibility with industry standard web browser including Microsoft internet Explorer and Mozilla Firefox to allow access from diverse clients across local networks and the internet.
- Adaptable user experience depending on the target audience needs and level of sophistication for the look and feel, as well as the functionality, all of which is configurable for specific user groups.
Click to enlarge - Bespoke bulletins can notify users of ongoing and planned activities thereby raising customer satisfaction and minimising unnecessary contact with the service desk.
- Knowledge Base articles empower users to find answers to their questions giving them the satisfaction of solving their own incidents without tying up service desk resources. A library of online reference material consisting of HTML, Microsoft Office™, PDF or other file formats can be built all of which can be queried for information on a specific incident.
Click to enlarge - Highly configurable solution designed to meet the specific support needs of diverse internal and external customer groups.
Configuration can be performed in-house by the service desk team for the look and feel of the interface by modifying a combination of system options, templates and style sheets. The content of forms and functionality available to different users is defined through selecting options within the Setup Console.
With the capability to modify the layout, logos, colour schemes, fonts and buttons with the definition of user defined fields (UDFs), default field values and bespoke dialogues makes each user group experience unique to them.
Advanced users can have greater capabilities allowing managers for example to monitor the status of all incidents raised within their department. This approach is extremely powerful whilst being easy to setup, use and maintain.
Click here to download the Richmond SupportDesk Self Service Portal Data Sheet >>>
