Radiant Service Desk

Radiant Service Desk — New OTRS opportunities for Your Business

Users support and business processes automation for teams of all scales

Key features

Helpdesk and support customer

Key features

TICKETS

• All communications in one place!
• SLA control
• Time tracking

TEAM WORK

• Queues hierarchy
• Group roles support
• Ticket observing

CUSTOMER PORTAL

• Self-service
• Services and data base catalogue
• Advanced ticket lists

REPORTING

• Built-in metrics
• Report wizard
• Dashboards and views

AUTOMATION

• Advanced Mail Filters
• Macros and workflows
• Event Handlers (Triggers)

TEMPLATES

• Answers and notes templates
• Ticket forms
• Enclosure templates

36

languages

> 170 000

companies in the world

> 3 000 000

downloads

Proven ITSM solution for IT teams и companies

INCIDENT MANAGEMENT

• Registration and management
• Prioritization and categorization
• Routing and Collaboration
• Closing codes
• User satisfaction score

REQUEST MANAGEMENT

  • Registration and categorization
  • Routing based Services
  • Multi-threaded work and coordination
  • Quick closing and quality assessment

PROBLEM MANAGEMENT

  • Identification and analysis
  • Diagnostics and solutions
  • Integration with the knowledge base
  • Links to Incidents, Changes, CMD

CHANGE MANAGEMENT

  • RFC processing
  • Graphic visualization
  • Assessment of Services availability
  • CAB 
  • Planning and cost tracking
  • Rollback Plan and PIR
  • Integration with CMDB

TASK MANAGEMENT (DETAILS)

  • Work planning and monitoring 
  • Estimation of workload 
  • Work schedule and budgeting
  • Management of execution stages

KNOWLEDGE BASE

  • Integration with Customer Portal 
  • Evaluation of the quality of articles 
  • Restricted access for agents and customer users
  • Tags and attachments
  • Incidents and requests solution

ASSET AND CONFIGURATIONS MANAGEMENT (CMDB)

  • Integration with the  Customer Portal
  • Preset CI classes
  • Flexible configuration
  • CI versioning support
  • Integration with monitoring systems 
  • SQL & API synchronization
  • Access control
  • KE Life Cycle Monitoring

SERVICES CATALOG

  • Service Catalog creation and management
  • Integration with the Customer Portal 
  • Multi-level structure support
  • Automation of processing tickets based on services
  • «My Services» — types and notifications
  • Service Categories
  • Extended reporting
  • Service Catalog Templates

SERVICE LEVEL MANAGEMENT (SLA)

  • SLA Creating and managing 
  • Functional and hierarchical escalation
  • Escalation controls — views and notifications
  • SLA reporting
  • “Influence-Priority-SLA”Matrix
  • “Criticality-Influence-Priority” Matrix 
  • «Service-Influence-SLA» Matrix
  • «Type of treatment-Impact-Priority» Matrix

Single window for the whole company

Best Practices for Non-IT Services

ADMINISTRATIVE SERVICES

Your employees can quickly and easily order a taxi, moving to a new office or meeting room with a cup of coffee or tea.

FOR HR

Automation of admission procedures and dismissal of employees.

PURCHASE REQUESTS

Purchase order automatization

QUALITY CONTROL

Creation and processing of checklists for marketing and merchandising services

Create your perfect customer service now!

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