Coming soon – Richmond ServiceDesk version 14
Dashboard-style reporting is the headline improvement to Richmond ServiceDesk version 14. See what’s in store, including more features to help you deliver first-class customer service.
At Richmond, we always listen to our customers and strive to understand what people really need from their help desk system. Building on the comprehensive range of reporting techniques, the next release of Richmond ServiceDesk adds dashboard-style reporting for superior performance visibility. Additionally, there are more Customer Service Portal widgets to increase the reach of your customer service capabilities.
ServiceDesk version 14 includes some exciting new features for creating dashboard style charts to visualise service desk activity and track performance of key metrics and KPIs. Specialist users can create multiple pages that monitor frequently changing support metrics. Graphical charts are based on a wide range of criteria, including categories, call types, resolver teams, customers affected and configuration items or assets.
Success comes through collaboration and the new version allows charts to be shared amongst Specialists and Teams. Using the “My Dashboard” feature, technicians and managers can create personal charts that are displayed on their homepage.
Version 14 also includes new features for creating customer portal accounts, new specialist notifications and new Customer Service Portal controls, including a new dynamic configuration item widget that makes it easy for portal users to identify troubled assets or infrastructure.
We will shortly be announcing the release of version 14 and, as ever, upgrades are free to anyone with Richmond Support+.