RDS-Tools Upgrades Its Support System

RDS-Tools' support team is pleased to announce the launch of its new ticketing system and knowledge-based integrated platform, built with FreshDesk. Expanding on the capabilities of the current platform, the new platform will improve the service RDS-Tools provides to its worldwide clients on responsiveness, accuracy and quality.

Organizations using RDP to publish Windows and in-house business applications need continuous and optimal remote access to ensure the best performance results. When operational issues arise, a quick resolution is vital.

Since its inception, one of RDS-Tools' main goals has always been to be there for its customers. Every request for support has helped find and fix gaps in its products and accompanying documentation. As such, TSplus, the mother company, has incorporated customer feedback and has searched for an innovative solution for offering an optimised support service portal which centralises all customers' requests.

In addition to its quicker response capabilities, RDS-Tools is pleased to offer a new, simpler way of expanding its combined knowledge base by offering a place where the community can quickly find answers to important questions and where anyone can share their RDS experience and best practices for the benefit of the entire community.

Already available on their main website clients and users all over the world can access the new help system by clicking on the "Support Center" tab and then either on "FAQs and Knowledge base" or "Ticket/Email Helpdesk" buttons. They will be redirected to the centralized Customers' Support Centre .

RDS-Tools’ support procedures are the same, only better. Visitors will enjoy a more modern look-and-feel for creating and checking on tickets. In addition, RDS-Tools now also has an active knowledge base that will be continuously expanded and will provide answers to the most urgent questions. Articles written by TSplus and RDS-Tools agents include texts, photos and videos. Currently, the knowledge base features commonly requested content such as how-to guides and, as time goes on, the support team is adding more documents for providing self-help, including addressing common implementation questions and documentation of known issues and their workarounds (if any).

With this resource, visitors can now:

• Easily create new support tickets just by logging in with their existing credentials
• Track the status of tickets to know which agent on the team is handling their case
• Quickly find and print answers to their questions, thanks to the search option
• Access and add to the detailed knowledge base , which is broken down into separate topics for easy browsing
• !!NEW!! Start a direct dialogue on the chatbot. - a virtual agent is dedicated to more quickly solving issues

Artificial Intelligence for High-Quality Support Service

This new procedure will allow for tracking and monitoring all requests for priority or general support in order to facilitate timely service. The new Support Request System will be a process improvement for RDS-Tools, helping to better meet deadlines for completing support requests.

However, the developer does not stop here. With additional planned improvements, customers can expect soon the release of new online documentation, also common to RDS-Tools and TSplus, entirely redesigned for a more modern and easy-to-use display. It is fully indexed for quick exploration from the home page. It offers printing and PDF export for each article.

To complement all of this, the support team has been working on the development of an amazing new tool. TSplus invested in AI to be able to add a smart Chatbot to the Support Centre. It was implemented online a few days ago. The mission of this virtual agent is to provide real-time assistance to every visitor to terminalserviceplus.com and rds-tools.com for navigation and information searching.

If a user has feedback about the portal or any problems accessing it, RDS-Tools encourages the opening of a ticket. Any feedback will help ensure that these changes are helpful to everyone.

Since 1996, RDS Tools has specialised in remote-access technology. RDS Tools provides the easiest-to-use and most cost-effective tools available to assist in exploiting the ever-increasing power and economy of today’s computing hardware. Visit RDS-Tools website or contact them at [email protected].