Richmond SupportDesk - End User Web Client
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.
Once a customer has been assigned a unique set of 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 raise a new incident.
The result of this additional functionality is increased customer satisfaction and a reduced impact on service desk staff.
Introduction
The Richmond SupportDesk end-user web client module enhances your customer support levels by allowing online self-service for logging and tracking of service desk incidents via a web browser.
User are provided with their own username and password; enabling them to securely login to the service desk environment via their web-browser.
The benefits include:
- 24-hour access to service desk information - enabling user to view service desk information even during hours when the service desk is closed or too busy to respond to queries immediately.
- An enhanced user experience - by seeing the actually progress of their incidents in real-time. Automatic updates via e-mail also add to this experience by ensuring that your user are kept properly informed throughout an incident’s life-cycle.
- A reduced workload on your service desk and staff - Because your user take responsibility for logging their own incidents; the call volumes experienced by service desk operators is reduced; resulting in less of an overhead on your staff.
- Quick and easy implementation - Built using standard Windows™ architecture; the Richmond SupportDesk End User Web Client can be installed, configured and running within a matter of minutes and not hours or days - like many of its competing solutions.
- Browser-based - Unlike competing solutions, the Richmond SupportDesk End User Web Client is browser-based and streams pure HTML to client browsers. As no software is required to be installed on client-side devices your user can simply log in without the need for configuration setting.
Implementation of the end-user web client could not be simpler and requires only a single installation on a web server running Microsoft Internet Information Server™. Once purchased, an unlimited number of clients will be able to access the service desk remotely; making the end-user web client a cost-effective and efficient addition to the Richmond SupportDesk suite.
Feature Overview
The Richmond SupportDesk end-user web client is extremely customisable and can be tailored to give your user access to all or just a selection of the available features.
key features include:
- Incident Logging and Tracking
Incidents can be logged and tracked by user who are permitted to view only their own call records. You can specify the level of flexibility given to users by defining incident templates or by allowing them to select their own parameters.
- Instant Notifications
Both service desk staff and user can be notified as soon as an incident-related event occurs. This ensures that all parties are kept up-to-date with the progress of incidents via e-mail and ensures changes are communicated easily and effectively.
- NT-Based Security
User can access the service desk by means of NT pass-through authentication.
- SLA-Based Access
Customer logins can be governed by their own Service Level Agreement; ensuring that access to the service desk is in line with the life-cycle of any service contracts in place.
- Self-Service Knowledge Base
User are granted access to the service desk knowledge base; promoting them to self-help and diagnose problems using the information stored. A fully customisable document knowledge-base allows you to build a library of online resources which can consist of HTML, Microsoft Office™, or PDF based documents. These documents can then be queried for information on specific problems, speeding up the resolution process without even needing to contact the service desk.
- Easily Customisable
The overall look and feel of the user environment can be customised by using standard HTML-based practices; making it easy to ensure that your corporate image is retained throughout the system.
System Requirements
Web Interface Requirements (Server)
- Pentium-class PC (1000MHz or higher recommended).
- 256 MB RAM or higher.
- Disk space required: 30 MB of free space in the target directory.
- Microsoft Windows 2000™ or later, Windows XP™ or Windows Server 2003™.
- IIS (Internet Information Services, version 5 or greater)
Client Browser
- Microsoft Internet Explorer 5.0 or greater
- Netscape Navigator 6.0 or higher
- FireFox
