Richmond ServiceDesk combines flexibility and usability with unrivalled depth of functionality. Unlike other service desk tools, there's no need to compromise on performance or features. So you can focus on providing outstanding customer service and delivering value to the business. The equation is simple: power + flexibility + mobility = the ultimate service desk tool. Here's some of the highlights:
Provide an exceptional customer experience
Richmond’s Customer Service Portal quickly guides your customers to the right support page, asks the right questions and delivers the right answers. The Richmond Portal is fully customisable, easy to configure and looks great on any device. Using the portal your customers can raise, review, update, re-open and close their service tickets. Powered by a unique and highly acclaimed workflow engine, users are guided through the portal to get to the information they need in the fewest possible clicks. The result? Lower support costs and happier customers.
Reduce the volume of phone calls and email requests with Customer Service Portal
Total mobility to access your tickets from anywhere
ServiceDesk Mobile Client makes your service desk application 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, Richmond ServiceDesk Mobile 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 ServiceDesk Mobile Client an essential component for service delivery teams.
Stay connected to your service desk on your smartphone
Comprehend your comprehensive service
You know you're providing great customer support. We help you prove it. Richmond’s 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.
See trends and status with real-time, drillable metrics
Keep performance on track with powerful analytics
With full access to reporting and analytics, Richmond’s dashboards, charts and powerful reporting modules 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, Richmond reporting provides valuable insight and allows quick, targeted decision making.
Visualise, analyse and focus on the KPIs which matter to your business
All your assets in one place
Richmond ServiceDesk has asset management integrated throughout and enables you to manage your entire estate of IT and non-IT assets, giving you full control of these issues that underpin productivity. Out of the box asset management means that Richmond ServiceDesk allows you to maintain a complete catalogue of all assets. This means that makes, models, prices, key dates, loans, repairs and location information are readily available for analysis, reporting and exporting.
Manage assets, warranties and support schedules
Universally integration means everything is connected
Richmond ServiceDesk 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.
Access multiple data sources through one screen
Richmond ServiceDesk's 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, Richmond’s maintenance ensures the information you need is readily available.
Maintenance management with stakeholder visibility
Richmond ServiceDesk 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.
Quick, easy and informative customer surveys
The Richmond Service Catalogue 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.
Publish your service portfolio
Controlled and accountable change
. Richmond’s Change Management module 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.
Visualise, approve and publicise change
NEW features for Richmond ServiceDesk v13
• New ServiceDesk Mobile Client
Bringing the power of Richmond ServiceDesk to mobile devices. Click to learn more about ServiceDesk Mobile Client.
New CSP controls for closing and re-opening incidents
New Customer Service Portal controls allow control over which customers can re-open or close their support requests via the portal. Individual customer group level settings allow you to be selective about permitting users to re-open or close their tickets.
New incident list panel
A new incident list panel control has been added to the Customer Service Portal workflow module control set, which allows “mini” incident lists to be configured based on multiple criteria, including where specific assets, systems or users are affected. This new panel allows customers to be targeted with relevant information about known issues at the point at which they are logging an incident or browsing for information. This capability ensures that customers are fully and properly informed about the status of resources and services at the time that they need to use them.
Incident List Panels can be applied to any workflow page. For example, you can present customer portal users with a page of quick links to know issues with individual assets or at specific locations.
To assist customers with their support issues, you can present them with a targeted link for an asset on the portal page at the exact place where those particular support requests are submitted.
New Alerts with Incident Summaries
System users now have the ability to include the summaries of Incidents into all email alerts, which is particularly useful when monitoring or reviewing Incidents via email on mobile devices. This feature, which is enabled through the administration module, allows users to simply select the ‘Incident Summary’ option for each alert template required.
New methods to record customer interaction on the Customer Service Portal
Now you can capture more specific user input when customers click on options on the customer service portal. This feature increases granularity for information gathering and analysing customer actions and behaviour on the portal.
New Password Policies
Now there are new password policies for Specialist accounts, which allow administrators to enforce high-strength password policies when creating and resetting password.
New Asset Report Filters
A new ‘Global Parent’ column has been added to the Asset reports in the Report Generator, which allows reports to be filtered at an additional structure levels for PDF documents and Excel exports.
ADDITIONAL NEW Product features include:
• Customer Portal configurable screen, process flows, labels, prompts and logos
• Customer Portal automated knowledge and quick request search
• Ability to create HTML knowledge base articles
• Customers can rate incidents and knowledge base articles
• Customers can view and raise requests against assets and services
• Customers can close and re-open support requests
• Automatic ‘specialist view’ filter which shows only those requests by a specific or specialist user; no need to create views for every specialist.
• New Template views. The redesigned template panel allows rapid view and management of incident and change templates.
• RFC Progress bar. Visualise the entire change request process using the new RFC progress bar, which automatically highlights an RFC’s status as it progresses through its lifecycle.
• New user profile option for the list refresh time periods.
• Ability to multi-select all items, incidents, problems, changes etc., in a list and perform the same function on all selected items.
• Item List column selection makes it easy to create the exact view that users want to see when viewing configuration item lists.
• Custom-logo upload for the specialist web interface to give your service desk the personal touch.
• Addition of a ‘home’ group in the accordion panel which gives access to homepage ‘favourites’ without returning to the home screen.
• Direct link to the Richmond reporting module from the utility menu.
• Ability to show items with custom tracking statuses in the navigator.