The customer-first service desk
Introducing richhelp: the most focused IT and customer support hub available
Other service desk tools fail because they are either too complex and expensive, or simplified and limited. Combining flexibility and usability with unrivalled depth of functionality, richhelp doesn’t you compromise on performance or features. So you can focus on providing outstanding customer service and delivering value to the business.
richhelp makes your service desk available for quick access on your smartphone, allowing you to browse, add, update and manage tickets while on the move. With no applications to install or update, richhelp is highly cost-effective to maintain and contains all the features that you need for fast and successful ticket management. Customisable views, wizard-driven ticket creation and ticket templates for super-fast logging of support issues are just some of the features that make richhelp an essential component for service delivery teams.
You know you're providing great customer support. We help you prove it. richhelp quick statistics tell you how well you are doing right now with ticket volumes, ticket types, wait times and ticket distribution being just some of the key metrics that are instantly available. Simply drill-down through stats to see ticket lists and multi-level previews, making it easy to zoom from the big picture to the small details without analysing reams of data.
With full access to reporting and analytics, richhelp offers dashboards, charts and powerful reporting modules which help you visualise and analyse data and focus on Key Performance Indicators (KPIs) across the business. With drill-down to underlying details, quick filters, configurable views and single-click export, richhelp reporting provides valuable insight and allows quick, targeted decision making.
richhelp allows you to access, import and update information from virtually any data source including Active Directory and industry standard discovery and network management tools. External Data Integration creates dynamic links to external sources of information so your service desk always sees a relevant and up-to-date picture of the business IT infrastructure.
richhelp maintenance management captures asset and key date information from acquisition to disposal and provides notifications and warnings when end dates are looming. Whether you are monitoring warranties of IT equipment or planning supplier review meetings richhelp maintenance ensures the information you need is readily available.
richhelp makes it easy to find out what your customers think about the service you provide. Simply designed customer satisfaction forms ensure a high response rate that allows analysis of overall performance and any particular satisfaction issues.
Service catalogue functionality within richdesk ensures that the status of business and technical services is up to date and made visible to service desk users and customers when needed. Service notifications, colour-coded status indicators, contact details and estimated return to availability times provide a rich service portfolio that underpins service provision.
Controlled and accountable change
richhelp allows change requests (RFCs) to be managed from approval through implementation to analysis and review. With configurable change status workflows, the correct progression of change activities are ensured, as is adherence to policies and procedures with task management, risk assessment, web-voting, back-out plans, change review and time/cost recording just some of the features available.