This is a presentation of the Rhea helpdesk software from Rhea Solutions Limited. The Rhea Helpdesk is a 100% web-based ITIL-ready helpdesk/service desk software with a load of features included as standard. It is available in two editions - Standard and Ultimate. It can be purchased as a download option or a hosted option with Rhea Solutions. Further details of the product, including features and prices, can be found at http://www.rhea-solutions.co.uk/SoftwareProducts/rhea-help-desk

1. Rhea Helpdesk
A Better WAY to Provide customer Support!
Rhea Solutions Ltd.
Exceeding Customer Expectations
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2. Contents
Helpdesk - Why?
Helpdesk – What?
Rhea Helpdesk System
Benefits
Features
Options
Contact Details
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3. Helpdesk – Why?
According to ITIL:
Provide single point of contact for Customers
To facilitate the restoration of normal
operational service with minimal business
impact on the Customer within agreed service
levels and business priorities
Align IT Services to the Business
Ensure IT services are clearly defined
Reduce long-term cost of IT support services
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4. Helpdesk – Why?
Read our article - Advantages of a Helpdesk
Software
http://www.rhea-solutions.co.uk/Resources/Articles/Advantages_of_helpdesk_software
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5. Helpdesk – What?
Software used by Support Teams to :
Provide a standard way for end-users to report
issues
Centralized place for tracking all issues and their
resolutions
Provide self-help to end-users through extensive
Knowledge Bases
Management Reporting
SLA management
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6. Rhea Helpdesk
Introducing Rhea Helpdesk
A Better Way to Provide Customer Support
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7. Rhea Helpdesk
100% Web based Helpdesk/Service
Desk
Mandates:
Easy to use
Intuitive
Simple, Standard UI
Integrated help across all pages
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8. Rhea Helpdesk
Rhea Helpdesk Standard Edition
 Incident Management
 Request Fulfillment
 Knowledge Base, FAQ and Forum
 SLAs, Notifications and Escalations
 Email Integration
 User Surveys
 Administration and Reports
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9. Rhea Helpdesk
Rhea Helpdesk Ultimate Edition
 All Standard Edition Features plus
 Problem Management
 Change Management
 Release Management
 Service Asset and Configuration
Management
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10. Rhea Helpdesk
Rhea Helpdesk Edition Availability
 Standard Edition – Available now
 Ultimate Edition – Available Q3,
2012
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11. Rhea Helpdesk - Benefits
Customer focused
Web-based software
Flexible options – installed or hosted
Competitive and transparent pricing
Quick ROI
Fully automated
Simple, easy to use Interface
Extensive Documentation
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12. Rhea Helpdesk - Benefits
Cost-effective fixed-price options.
Pay only for technicians/managers.
Unlimited Administrators and End-users
Unlimited Clients/Projects
6-month Maintenance included as standard
to the price (Additional Maintenance at 20%)
Special 40% discount for Educational
Institutions and Charities
Customized Version available on request
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13. Rhea Helpdesk
Standard Edition Features
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14. Rhea Helpdesk - Features
Incident Management & Request Fulfilment
Submit tickets - web, email or phone
Categorize & Prioritize tickets
Link similar tickets
Automatically add resolved tickets to
Knowledge Base
End of Ticket User Surveys
Attachments
Custom categories/priorities/impacts/urgency
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15. Rhea Helpdesk - Features
Email Integration
Create Centralized Email account for users to
send new Incidents or Service Requests
Include new emails as tickets automatically
Replies to email automatically included as
updates to the tickets
Email updates and/or notifications to
Requestor
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16. Rhea Helpdesk - Features
Knowledge Base
Searchable/Printable Knowledge Base Articles
Create KB articles only for internal technicians
or for both technicians/end-users
Attachments
Classified by Category and Sub-category
Complement your KB with FAQs and Forums
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17. Rhea Helpdesk - Features
Management Dashboards
Fully Customizable Management
Dashboard
Real-time view of current state of play
Dashboard reports displayed as
charts/graphs/tables
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18. Rhea Helpdesk - Features
Other Features
Extensive set of Standard Reports in
PDF/Excel formats
Create and maintain SLAs per client
Create and maintain Notification preferences
per Client – automatic notifications for
new/updated/closed tickets
Create and maintain Automatic Escalations
Archive old tickets
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19. Rhea Helpdesk - Support Options
Email Support
Phone Support
Downloadable Guides & How-to
documentation
Integrated Help System
All Upgrades and New Features included for
existing Customers (with Maintenance
Support Option)
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20. Rhea Helpdesk - Options
Installed at client site
OR
Hosted with Rhea Solutions (Cloud)
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21. Rhea Helpdesk - Options
Website:
http://www.rhea-solutions.co.uk
Email:
sales@rhea-solutions.com
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