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Richdesk
All-in-one ITSM software that unlocks powerful workflows and automation·richmondsys.com
Richdesk is an ITSM (IT service management) platform that combines ticket management, asset management, a customer self-service portal, dashboards and reporting, a knowledgebase, change management, SLA management, and problem management in one system. It follows ITIL best-practice principles and is designed to be quick to deploy with out-of-the-box configuration and easy personalisation. All features are included without tiered feature-gating, and the system supports both hosted and on-premise instances for reporting connectivity.
What it's for
Logging and tracking IT support tickets (incidents, problems, service requests, changes)Managing and tracking assets throughout their lifecycleProviding customers a self-service portal for logging and monitoring ticketsBuilding and sharing knowledgebase articles and FAQsManaging change requests with approvals and risk assessmentTracking and enforcing SLAs for response and resolution timesLinking and resolving problem tickets to reduce recurring incidentsCreating dashboards and reports on service desk performance
Features 22
- Asset history tracking
- Asset renewal and maintenance reminders/alerts
- Automated ticket assignment and categorisation
- Canned responses (team and personal templates)
- Change management with change types, CABs, approvals, and back-out plans
- Configurable SLAs with escalation rules and infrastructure-linked SLAs
- Custom ticket queues
- Customer-facing dashboards with drillable ticket panels
- Customisable portal styles
- Drag-and-drop asset allocation
- External reporting connectivity to BI systems via direct database connection
- Full customer ticket management (view, update, close, re-open)
- Multiple customer self-service portals for different customer groups
- One-click ticket escalation with alerts
- Point-and-click report generator and dashboard generator
- Powerful site search across tickets, assets, and knowledge
- Problem management linking incidents, workarounds, and root cause actions
- Quick tickets for pre-defined support scenarios
- Search and filter asset lists by type, status, ownership, maintenance, location
- Searchable knowledgebase with separate agent and customer articles
- Unlimited asset template styles for custom forms
- Workflow-driven customer self-help
At a glance
self-hostable
TypeWeb app
DeploymentHybrid
PlatformsWeb
Forsmall IT help desks, enterprise-wide service delivery teams
CompanyRichmond Systems Limited