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RefPlus: Reference Request Management and Knowledgebase

RefPlus improves an organisation's knowledge & information service delivery. The intuitive web based interface provides rapid information discovery and simple processes for capturing requests and responding with automated notifications.

Importantly RefPlus can save valuable time for staff with a centralised reference tracking portal to collaborate & manage requests rather than trying to use individual staff email inboxes.

Build a culture of innovation and retain your competitive edge by providing staff and clients with streamlined access to knowledge resources!


  • Manage, route & prioritise all in-bound reference & requests
  • Ask a Librarian" online reference service
  • Email integration - instantly turns emails into request/helpdesk tickets, and sends out automatic email notifications to both users and the helpdesk team
  • Web-based - accessible from anywhere with just a browser, works on PCs, Macs and Tablets
  • Secure - different user roles and security permissions (the helpdesk team can be assigned to different areas, no customer sees someone else's data, etc)
  • Escalation rules and automatic email notification
  • Integrated Knowledge Base
  • Create custom workflows to control ticket & content life cycles
  • Publish & maintain articles, FAQs & links to other documentation
  • Searching of requests and articles
  • Reports & Charts included export to MS Excel
  • Option to integrate to LDAP

Key Features

Unified Inbox

RefPlus supports multiple channels by retrieving all your inbound requests from email, web, phone and live chat within a single, unified view.

Automated Notifications

Keep your clients engaged with automatic notifications when a request is created or updated, and enable staff to add internal notes.

Flexible Request Forms

Flexible web based request forms can be tailored to display different fields for each request type. Choose from a range of field types including text, date/time, check box, drop down lists and more.

Dashboard & Filters

The Dashboard provides a quick glance at the performance of your reference requests with detailed statistics and charts. Advanced filters enables staff to identify requests based on a range of selection criteria and export the results to CSV.

Workflow & Routing

Requests can be streamlined for faster response times using rule automation to route incoming requests to the right department or staff member as well as escalate overdue requests.

Response Templates

The Response Templates saves time composing replies to commonly asked requests - you simply choose the appropriate reply template and customise the content accordingly.

Integrated Knowledgebase

The central, searchable self service knowledgebase assists with solutions to common questions and allow staff to share helpful articles to better support customers.

Granular Security

Different request forms & types can be configured for each department with the ability to restrict access to requests based on staff assigned to the department.

LDAP integration

Integrate RefPlus into your existing directory authentication system to provide a seamless authentication experience inside or outside your corporate firewall.

System Requirements

RefPlus is a Reference Request Management, Service Request, Help Desk, Support Ticket and Knowledge Base application that provides effortless deployment across the enterprise with a zero client footprint web user interface. RefPlus provides the choice between Secure Cloud Delivery or On-Premise Server Installation. For more information on the requirements please contact us.


Click here to download a PDF of the RefPlus brochure.

Online Demonstration

As you would expect we use RefPlus as our HelpDesk Portal for EvolvePlus!

You can visit to view RefPlus , browse the knowledge base or use the "Submit a Ticket" feature to request additional information.

EvolvePlus Clients

  • Hobart City Council
  • Kimberly Clark
  • UNSW Sydney
  • Parks Victoria
  • City Of Greater Geelong
  • Weber BBQ
  • City of Melton
  • Hobsons Bay City Council
  • Mornington Peninsula Shire
  • Wyndham City
  • Oz Design
  • Randwick City Council
  • TEEG
  • Moreton Bay Regional Council
  • National Archives of Australia
  • City of Darwin
  • Weslo Events
  • City of Busselton
  • Cairns Regional Council
  • Adenbrook Homes
  • City of Playford

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