Richmond Systems’ SupportDesk is a powerful and highly scalable IT service management solution that is based on the latest industry standard best practices.

Built on nearly two decades of service management experience, SupportDesk integrates a broad set of feature-rich modules to deliver a high quality support solution for internal ITSM, external managed services and customer support.

SupportDesk’s intuitive interface enables users to quickly generate and manage new support incidents. These incidents may be generated from a variety of sources including E-mail and the web.

As well as the ability to link new incidents to existing problems or known errors, SupportDesk provides a full audit trail and highly flexible tracking capibilities each record. This allows users to locate incidents by using a comprehensive search console resulting in an extremely efficient process for quickly locating records of interest.

SupportDesk provides comprehensive knowledge management features for both internal and external users based on either resolved incidents or by publishing standard Microsoft Office™ documents, HTML, or PDF’s to the helpdesk web server. Users can then query the knowledge base by using a simple free-text query.

SupportDesk also takes this functionality one step further, by automatically notifying affected parties with the details of workarounds or permanent fixes whenever a new incident is linked to an existing problem or known error.

In addition to their helpdesk solutions, Richmond Systems also offer NetOp Remote Control as a complete, scalable and secure remote control software for IT professionals.