Higher Ed Help Desk Platform Adds Web 2.0 Tools

• By David Nagel
• 11/10/08

RightAnswers has released new 5.0 versions of its Support Analyst and Self-Service Portal modules for its Unified Knowledge Suite. According to the company, the latest version of the IT help desk software includes more than 100 enhancements, including a number of new Web 2.0 features for customizing the end-user experience.

Unified Knowledge Suite is a self-service environment for IT departments that's designed to allow end users to resolve their own incidents. It offers modules to support self-service help desk environments, including Support Analyst and Self-Service Portal. A higher education edition of the Self-Service Portal is also available that provides a customizable user experience geared specifically toward students, faculty, and staff. The solution is presently in use at the University of Missouri.

"We are thrilled about the new features and enhancements contained within both RightAnswers Support Analyst and Self-Service Portal version 5.0, especially the new administration console and support for the Knowledge-Centered Support methodology," said Nathan Eatherton, IT service desk manager at U Missouri, in a prepared statement. "We are eager to implement the new version so that our customers and support analysts can benefit from these enhancements."

The new versions o the software add enhanced surveying and reporting functionality, as well as "out-of-the-box solution template support."

Other new features include:

• Redesigned administration console;
• New advanced search options; and
• The ability to run multiple portals on one physical portal.

Support Analyst and Self-Service Portal 5.0 for Unified Knowledge Suite are available now. Further information can be found here.