Introducing the Rhea Helpdesk from Rhea Solutions


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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

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Introducing the Rhea Helpdesk from Rhea Solutions

  1. 1. Rhea HelpdeskA Better WAY to Provide customer Support! Rhea Solutions Ltd. Exceeding Customer ExpectationsCopyright @ Rhea Solutions Ltd Exceeding Customer Expectations
  2. 2. Contents Helpdesk - Why? Helpdesk – What? Rhea Helpdesk System Benefits Features Options Contact DetailsCopyright @ Rhea Solutions Ltd 2 Exceeding Customer Expectations
  3. 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 servicesCopyright @ Rhea Solutions Ltd 3 Exceeding Customer Expectations
  4. 4. Helpdesk – Why? Read our article - Advantages of a Helpdesk Software @ Rhea Solutions Ltd 4 Exceeding Customer Expectations
  5. 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 managementCopyright @ Rhea Solutions Ltd 5 Exceeding Customer Expectations
  6. 6. Rhea Helpdesk Introducing Rhea Helpdesk A Better Way to Provide Customer SupportCopyright @ Rhea Solutions Ltd 6 Exceeding Customer Expectations
  7. 7. Rhea Helpdesk 100% Web based Helpdesk/Service Desk Mandates: Easy to use Intuitive Simple, Standard UI Integrated help across all pagesCopyright @ Rhea Solutions Ltd 7 Exceeding Customer Expectations
  8. 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 ReportsCopyright @ Rhea Solutions Ltd 8 Exceeding Customer Expectations
  9. 9. Rhea Helpdesk Rhea Helpdesk Ultimate Edition  All Standard Edition Features plus  Problem Management  Change Management  Release Management  Service Asset and Configuration ManagementCopyright @ Rhea Solutions Ltd 9 Exceeding Customer Expectations
  10. 10. Rhea Helpdesk Rhea Helpdesk Edition Availability  Standard Edition – Available now  Ultimate Edition – Available Q3, 2012Copyright @ Rhea Solutions Ltd 10 Exceeding Customer Expectations
  11. 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 DocumentationCopyright @ Rhea Solutions Ltd 11 Exceeding Customer Expectations
  12. 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 requestCopyright @ Rhea Solutions Ltd 12 Exceeding Customer Expectations
  13. 13. Rhea Helpdesk Standard Edition FeaturesCopyright @ Rhea Solutions Ltd 13 Exceeding Customer Expectations
  14. 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/urgencyCopyright @ Rhea Solutions Ltd 14 Exceeding Customer Expectations
  15. 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 RequestorCopyright @ Rhea Solutions Ltd 15 Exceeding Customer Expectations
  16. 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 ForumsCopyright @ Rhea Solutions Ltd 16 Exceeding Customer Expectations
  17. 17. Rhea Helpdesk - Features Management Dashboards Fully Customizable Management Dashboard Real-time view of current state of play Dashboard reports displayed as charts/graphs/tablesCopyright @ Rhea Solutions Ltd 17 Exceeding Customer Expectations
  18. 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 ticketsCopyright @ Rhea Solutions Ltd 18 Exceeding Customer Expectations
  19. 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)Copyright @ Rhea Solutions Ltd 19 Exceeding Customer Expectations
  20. 20. Rhea Helpdesk - Options Installed at client site OR Hosted with Rhea Solutions (Cloud)Copyright @ Rhea Solutions Ltd 20 Exceeding Customer Expectations
  21. 21. Rhea Helpdesk - Options Website: Email: sales@rhea-solutions.comCopyright @ Rhea Solutions Ltd 21 Exceeding Customer Expectations