Managing service management

In this fast-moving world it is critical that as a Managed Service Provider (MSP) you stand out from the crowd. Your customers need to know you are ahead of the game when it comes to looking after their business infrastructure.

Your customers rely on you to proactively keep their business running with the minimum of fuss. Expectations are high on you as a supplier.  Like all MSPs, you are measured on performance and cost. Choosing the right tool for the job is paramount to your success, and Richmond ServiceDesk is the preferred choice for Managed Service Providers who want total control over their IT services.


User-friendly portal

The Customer Service Portal within Richmond ServiceDesk allows employees to find general HR information, make support requests, and view the status or update existing requests. Quickly filter lists of request, activities and issues by asset and location through drag and drop onto a colour-coded interface.

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ServiceDesk Features MSPs User-friendly portal


ServiceDesk Features MSPs Fast, flexible organisation

Fast, flexible organisation

A configuration database that supports multi-level organisational structures with templates for quickly adding new customers, contacts, assets and service agreements.

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Incident lists

Stay on top of all incidents across all your customers.

Richmond ServiceDesk allows rapid viewing of support requests across individual and multiple customer organisations.

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ServiceDesk Features MSPs Incident lists


ServiceDesk Features MSPs Customer knowledge base

Empower your customers

For most MSPs, pushing knowledge to customers is a key objective, however not many achieve it.

Our flexible Customer Service Portal is easily customised for individual customers. This helps increase engagement and allows customers to find the information they need without your direct involvement, allowing you to deal with their more complicated issues.

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Other benefits

Data capture

Electronic capture of information about companies, contacts and assets from database systems, directory structures and data files.

Smart call handling

Call-routing and pre-defined call templates that ensure service requests are assigned to the appropriate resolver teams. Call logging processes that are customisable for individual companies or groups of companies.

Process automation

Call-routing and pre-defined call templates that ensure service requests are assigned to the appropriate resolver teams.

Service Level Agreement management

Full Service Level Agreement (SLA) management to ensure response and resolution targets are met.

Helpful notifications

Notifications when customer contracts or equipment warranties are due or expired; Alerts when calls are logged by customers out of maintenance.

Clever email handling

Smart email Matching that automatically identifies unrecognised contacts, assigns them to the correct company account, and creates a call record associated with the contact and company. Email call logging that monitors multiple email accounts and can route IT and non-IT related support requests to appropriate support groups. Customisable email auto signatures for different support groups for personalised communication.


Scheduling of maintenance tasks and easily accessible issue/request lists for planned visits.

Powerful reporting

Pre-defined and customisable reports for support statistics and performance against service agreements, by customer, by technician and by service delivery team.

Years of experience, hundreds of satisfied customers.

In 25+ years hundreds of businesses have benefited from Richmond ServiceDesk.
You could be one of them, what are you waiting for?

Cigna Insurance
BOM IT Solutions
Historic Royal Palaces
East Surrey College
CLIC Sargent
Bibby Distribution
First Wessex
iTrade Network
Hyperion Insurance Group
National Car Parks
University of Cumbria
Barlow Robbins Solicitors
Suffolk Life
Arun District Council
KCA Deutag
The BRIT School
University of York
The National Archives
Nothern Rail
Ainscough Crane Hire
Health Management
Strictly Education Ltd
Conservative Party


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