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  A Fast, Responsive Interface
The core of any good help desk system is ticket management, and your technicians need to be able to respond as fast as possible. With ReadyDesk your technicians have quick access to all of the data they need on one screen. Just a few of the features are listed below:

  • Subject and Summary quick view on mouseover
  • Define which columns to display, sort them and resize them
  • Search customers, assets, devices, tickets and more
  • Create custom views
  • Work an unlimited number of tickets at the same time
  • Perform batch actions using a custom right-click menu
  • Ability to print and export tickets to Excel and PDF
  • Sortable ticket history on every ticket
  • Monitor and join incoming live chats, phone calls and remote desktop sessions
 

Advanced Email Management  


Handling email support is essential for nearly every organization, and manually creating tickets can be a pain. ReadyDesk goes beyond the basics when it comes to email processing. Just enter your account details and get the following benefits:

  • Automatically turns incoming emails into tickets
  • Create an unlimited number of email accounts to check
  • Supports POP3, IMAP and Exchange
  • Saves attachments and associates them with the new tickets
  • Editable email templates with data injection variables
  • Automatic replies sent to both customers and technicians
  • Emailed replies get associated with the proper tickets
  • Full email encryption support using digital certificates
 




  Customer Portals and Self Help
Your customers also need to go beyond just phone and email support. ReadyDesk gives you the ability to quickly and easily create a place for your customers to login when they need help. This can take a lot of the burden off of your staff and benefits your customers as well. See how having a customer portal can help your organization:

  • Create an unlimited number of customer portals, each with their own logos and settings so you can support multiple departments or companies
  • Submit new tickets and view existing tickets
  • Search the knowledge base for self help
  • Get knowledge base suggestions as they type on the new ticket form, preventing unnecessary tickets
  • View important news articles you publish to them
  • View account details, billing information and pay invoices
  • Create support contracts to easily charge your customers for support
  • View assets, reports, downloads and more
  • Present your customers with follow up surveys at any time in the support process
  • Start a live chat session and view the transcripts of previous sessions
 

Live Chat  


One of the fastest ways to support your customers is through Live Chat. More than just a simple chat room, our live chat feature will impress your customers and your staff.

  • Text chat in real time through the web browser
  • Customers get instant access to support, rather than sitting in a phone queue or waiting for a ticket reply
  • Typing notifications and visible and audible alerts let each party know the other is actively responding
  • Print the chat transcript, email it or easily create a ticket from it
  • Setup an unlimited number of chat queues to ensure the customer is connected with the right department
  • Technicians can handle multiple chat sessions at the same time, saving valuable time and money
  • Technicians can forward chat sessions to other technicians
  • Real-time translation allows for seamless conversations, despite language barriers
  • Customers can launch a remote desktop session with the click of a button
  • Supports text-to-speech and voice recognition with no plug-ins (Google Chrome only)
 




  Remote Desktop
Sometimes providing hands on support is the best way to go. With the remote desktop feature you can quickly connect to and control your customers' Windows computers.

  • Sessions can be launched from live chat or the technician interface
  • Nothing for the customer or technician to install
  • Single-click connection. No IP addresses, session IDs or passwords are required
  • Works through firewalls and proxy servers
  • Securely encrypted
  • Built in file transfer capabilities
  • Can optionally be installed as a service for unattended remote sessions
  • All files are digitally signed to pass browser security checks
 

These are just some of the great features built into ReadyDesk.

To see a complete list of features with more in-depth information click here, or go straight to the online demo to get hands-on now.

 
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