Richmond SupportDesk v6.1 - key new features:

Management Console

• Additional KPI’s have been added along with enhanced charting capabilities. This includes the ability to print management reports.

Ability to make specialist accounts inactive.

• Users can now be prevented from accessing the service desk without the need to delete their user account. These users are then filtered from screens such as the add incident window ensuring that no further records can be logged against them. This feature is useful for when service desk staff leave the company.

New Escalate Now option

• Service Desk managers now have the ability to escalate incidents at the touch of a button allowing call escalation outside of the normal working parameters.

Ability to view attachments from the Navigator

• Any file attachment that has been associated with a CI can now be viewed directly from the Richmond SupportDesk Navigator.

Enhanced Bulletin Board functionality

• The Bulletin Board now includes the ability to request read receipts from users and assign bulletins to selected service desk groups and web interface end-users. Bulletins are now displayed as a popup window on logon or from a new tab on the Richmond SupportDesk Navigator.

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