Controlling service desk costs by harnessing self-service and collaborative working is the focus of version 8.5 of SupportDesk IT helpdesk software from Richmond Systems.
Enhanced knowledge management workflow has been introduced, which allows individuals to request, review and publish IT support articles. The self service interface has also been improved, with customers able to select call types from a drop down menu, and unresolved issues automatically routed to an appropriate service desk expert.
Other changes include reporting that can be filtered to combine logged, responded and resolved dates to offer easier analysis of support trends, and smart domain matching to link inbound email addresses with incidents.
Click to see a full list of the features in SupportDesk 8.5 designed to improve IT support efficiency.
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