Refresh your Help Desk with Richmond SupportDesk
Richmond SupportDesk from CrossTec is a powerful and highly scalable IT service management solution that is based on the latest industry standard best practices. Built on nearly two decades of service management experience, SupportDesk integrates a broad set of feature-rich modules to deliver a high quality support solution for internal ITSM, external managed services and customer support. SupportDesk is designed to increase help desk technician productivity, serve customers faster and more effectively as well as lower the overall cost of providing support.
Richmond SupportDesk is a powerful support service management solution that enables an organizations to provide fast and effective support to employees, end users and customers. Accessed through your Windows desktop, web interface or via Pocket PC, SupportDesk provides a broad set of feature-rich modules that today's exacting support and service demands.
Features
Web Interface
Once that a customer has been assigned a login credentials, they can begin logging, tracking, and updating their own incidents via a web browser. If permitted, users can also search the helpdesk knowledge base for information related to their specific problem or query thus eliminating the need to even raise a new incident at all.
Windows Modules
The very nature of the Windows™ based applications means that Richmond SupportDesk provides a rich and intuitive interface that users will instantly be familiar with. The Richmond SupportDesk client modules provide the most functionality to users and are both easy to install and configure.
Richmond SupportDesk consists of seven separate Windows™ modules, each of which is designed to perform a specific purpose within the service desk environment. These modules are:
The Client Module
The Management Console
The E-mail Service Module
The SMS Messaging Module
The Database Administration Module
In addition to these, modules are also provided to allow integration with Microsoft Active Directory™ and to enable the easy importing of existing data into the Richmond SupportDesk inventory.
Self Service
Empowering your customers with the ability to self-help is one of the most efficient methods available in order to reduce the workload on your service desk.
Communication via email for both logging and updating incidents.# Web interface for clients to log, update and monitor their own incidents.
Support for Knowledge bases.
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.
Knowledge Management
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. SupportDesk 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.
Helpdesk Management
# Statistical information and KPI's for your Service Desk performance.# Flexible reporting on every aspect of the Service Desk.# See open support requests, SLAs and more# Reassign support requests to "less busy" techs
Change Management
Raise Requests for Change (RFC) against Incidents, Problems and any Configuration Item, including users, computers and locations
Voting system for RFCs to be approved by nominated users
Automatic notification of successful implementation of change
Record the financial cost of changes
Central configuration of change process through the Setup Console
Problem Management
Maintaining the levels of service defined in your customer's Service Level Agreement (SLA) is key to any helpdesk operation. SupportDesk makes this process easier by introducing advanced Problem Management capabilities.
When the underlying cause of one or more incidents is not known, a new problem record can be raised and the affected incidents can then be linked to this record. When the root cause of the problem is finally resolved or when a workaround becomes available, each of the affected parties can be automatically notified.
The flexibility of Richmond SupportDesk allows you to implement all or just certain elements of the problem management functionality depending on your requirements.
Service Level Management
SupportDesk provides a highly flexible Service Level Management interface for defining your customer's service level agreements (SLAs). These consist of pre-defined target response and resolution times and dictate the level of service required for a given customer.
SupportDesk also provides support for multiple opening hours, enabling you to provide services for customers located in different time zones and customers with out-of-hours support requirements. Time Zone recognition ensures that Specialists and Customers using the Web Interface see the actual times of Incidents and Service Level Agreements.
The SupportDesk Escalation Service handles the automatic escalation of incidents as their severity increases and can be configured to automatically notify service desk managers of breached response and resolution times.
Active Directory™ Quick Setup & Integration
Import information about computers from Active Directory
Load an existing extraction XML file at the start of the Quick Setup Wizard
Small icons allow more visibility of the tree structure
Integration
Scheduled importing from sources such as Active Directory.
Live 'XDI' integration with many applications including Microsoft SMS.
Seamless integration with popular remote support packages such as CrossTec Remote Control.
Administration
Uses a Microsoft SQL Server database.
Configurable user permissions
Helpdesk Service Staff Web Client Service desk staff can connect using their existing Richmond SupportDesk login credentials and can perform key service desk functions via their existing web browser. Because the Richmond SupportDesk Web Interface is truly web-based, there are no client-side tools or components to download before users can begin using the software.
Windows™ Mobile Client
With an increasing number of service desk staff based outside of the traditional working environment, it is not always practical to access the service desk from a single workstation. Richmond SupportDesk Mobile provides a cost-effective solution to the problem with support for Windows Mobile™
With Richmond SupportDesk Mobile, service desk staff are provided with the core functionality of the Windows™ client module. The product is easy to deploy to any portable device that supports the Windows Mobile™ operating system. Service desk connectivity is provided via wireless, dial-up or Bluetooth connection.
Quickly generate and manage new support incidents.
Incidents may be generated from a variety of sources including E-mail and the web. SupportDesk links new incidents to existing problems or known errors and provides a full audit trail and highly flexible tracking capabilities each record. This allows users to locate incidents by using a comprehensive search console resulting in an extremely efficient process for quickly locating records of interest.
User defined alerting procedures can also be configured to ensure that affected parties are kept up to date with the progress of incidents without having to notify them manually.
Call Logging & Tracking via E-mail
E-mail provides an invaluable way of communicating with your customers that is both less time-consuming and accessible. Key E-mail features include:
The ability to raise new and update existing incidents.
Automatic notification of incident responses and resolutions.
The automatic sending and receiving of file attachments.
Automatic notification of permanent fixes or workarounds.
TCP/IP connection to enable connectivity to the service desk database via wireless, dial-up or bluetooth.
Multiple Operating Hours Support SupportDesk
also provides support for multiple opening hours, enabling you to provide services for customers located in different time zones and customers with out-of-hours support requirements.
SupportDesk - Natural Integration
As your IT systems grow, so does the demand on the software used. The need for systems to integrate with each other becomes a key part of the overall solution.
Active Directory Integration
SupportDesk also seamlessly integrates with, Microsoft Active Directory™ CrossTec Remote Control and other industry-standard remote control solutions.
Richmond SupportDesk‘s ensures that moves, additions, deletions and changes in the Microsoft Active Directory™ database are automatically reflected SupportDesk’s configuration database. A customizable extract wizard simplifies the integration process allowing setup to be achieved in minutes rather than hours or days
External Database Integration
SupportDesk's External Database Integration (XDI) empowers users with the ability to access key pieces of information from a single application by live-linking to any OLEDB compliant data source. These links are established by the use of DCU's (Data Connection Units), and are available out-of-the-box for a wide range of popular products and solutions. DCU's can also be tailor-made to your exact requirements in order to provide you with integration with your own bespoke systems.
Notifications
- Alarms
- Email
- SMS text messaging.
ITIL - Information Technology Infrastructure Library
The Information Technology Infrastructure Library (ITIL®) is a framework of best practice approaches intended to facilitate the delivery of high quality service management. SupportDesk matches requirements identified by ITIL for Incident and Problem Management.
Configuration
Flexible customization of key configuration items in the SupportDesk 'Navigator' allowing a true reflection of any infrastructure.
Simple configuration of SLA's
Supports multiple service hours.
Track IT and non-IT (example: HVAC) related requests
Customer Satisfaction Surveys
Gather feed-back from end users about any aspect of your Customer service
User-definable questionnaires sent via email
Send surveys on demand to individuals or groups
Create survey groups based on pre-defined selection criteria
Essential information for service performance measurement
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