Users of the existing Customer Web Interface will now benefit from the following new features when upgrading to the Richmond SupportDesk Self Service Portal:
1. Multiple Customer Settings Groups.
Users can now be assigned to individual Customer Settings Groups. These groups contain all configuration settings for the users enabling you to customise the product on either a per-user level or globally depending on your requirements.
2. Field-level Visibility.
The level of information that users are permitted to view can be configured at field level. This enables you to specify exactly what users can see and when they can see it.
3. Fully Customisable Appearance via CSS.
Applying a different visual style to the product has now been made simple by the use of CSS (Cascading Style Sheets). Each user group can have its own CSS style assigned making it possible to customise the visual appearance of the product on a per-user level if required.
4. Hierarchical Data Access.
Users can now view details of Incidents assigned to configuration items (CIs) at other locations within the SupportDesk Navigator. As an example of this powerful new enhancement; more senior users such as department managers can be granted access to all Incidents logged against their department and/or staff.
5. Redesigned User Interface.
Based on the .Net Framework, the user interface has been re-designed to provide a rich user experience which is both functional and modern.
6. Self-Mapping User Registration.
New users can now be automatically mapped to a specific user group when registering a new user account. This mapping is based on the domain name provided as part of the users E-mail address (i.e. @richmondsys.com). User accounts can also be placed into a default Verification’status whereby service desk administrators must first verify and enable the users account before they can login to the service desk.
7. User Specific Knowledge Base.
User groups can now be mapped to a specific knowledge base catalogue; allowing you to develop more customer-centric knowledge base articles aimed at the user group in question. The knowledge base also monitors the top five most popular articles viewed for the specific user group and presents this list at login so that users are automatically made aware of any new issues possibly affecting the group.
8. Change Management Functionality.
Users now have the ability to raise new RFCs (Requests for Change). These are then placed in the queue ready for Service Desk approval.
9. Automatic CI Association.
When users raise a new Incident, it is now possible to automatically associate any number of their parent CIs (Configuration Items) at the point of logging; removing the need for the service desk to manually associate the CIs afterwards.
10. Enhanced Browser Support
The Self Service Portal has been designed to work with the most popular web browsers available today and so you can be sure that your target audience is not going to be restricted by their choice of browser software.