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Frequently Asked Questions

How many technicians and customers can we have using ReadyDesk?
What is Live Support Chat, and why do I need it?
Can ReadyDesk create tickets from emails?
Can we customize ReadyDesk to look more like our own web site?
Can ReadyDesk automatically escalate tickets?
What databases does ReadyDesk support?
What are the System Requirements to run ReadyDesk?
Is ReadyDesk easy to install?
Does any software need to be installed on the users' computers?
How much training will our employees need?
ReadyDesk seems to be targeted towards Information Technology issues. Can it be used for other purposes as well?
How much does ReadyDesk cost?
Are there any yearly support or maintenance fees?
Why do we offer ReadyDesk at such great prices?
Is there a demo version available?
Why does PayPal require me to have an account when purchasing a hosted account?
What is an Asterisk phone system?
What if I don't have an Asterisk phone system and I want to use the call management feature?
What if ReadyDesk is missing a feature that I really need?
 
How many technicians and customers can we have using ReadyDesk?
There is no limit to the number of customers you can add.

You can create an unlimited number of technicians in ReadyDesk. The license size just limits how many technicians can be logged in at the same time.

Additional technician licenses can be added during the initial purchase process or at any time in the future through our customer portal.
 
What is Live Support Chat, and why do I need it?
Live Support Chat is a purely web based application that allows you and your customers to communicate instantly, and in real time, via the web browser. There is no software to install and all major browsers are supported. Give your support staff the ability to help multiple customers at once, while eliminating lengthy wait times in phone queues, drastically increasing response rates and customer satisfaction. Live chat even includes a remote desktop feature that allows you to connect to and control a customer's Windows computer.
 
Can ReadyDesk create tickets from emails?
Yes! ReadyDesk fully supports the POP3, IMAP And Exchange Web Services (EWS) protocols for retrieving emails, and automatically turns them into support tickets for you. No longer will you be stuck copying and pasting from your email to your support system. Customer and support staff can even append to existing tickets by simply responding to any of the email notifications ReadyDesk sends out. It will even automatically save and forward all file attachments.
 
Can we customize ReadyDesk to look more like our own web site?
Yes! You can easily add your own logo to the customer portal, define background colors, add text and re-arrange the layout, all from the admin console with the click of a button.
 
Can ReadyDesk automatically escalate tickets?
Yes! ReadyDesk has complete Service Level Agreement or "SLA" functionality built in. You can define the complete workflow with unlimited SLA rules to ensure that your customers are receiving the absolute highest levels of support. For example, if you want to ensure that all tickets are handled within 3 hours of being opened, simply create a rule that will email the responsible staff member and/or their immediate supervisor to notify them of the nearing slippage. When a slippage does occur, you can define which escalation level to move a ticket to. You can even setup reminders and your on/off business hours to ensure that SLA rules are not being applied when no one is available. There is also complete reporting of each SLA event in the administration portal.
 
What databases does ReadyDesk support?
ReadyDesk works with MS Access, MS SQL Server 2000, 2005, 2008 and SQL Server Express. The software comes with a pre-built and ready to use MS Access database. If you choose to use MS SQL Server, you would simply change the settings in the administration console and ReadyDesk will create the database for you.
 
What are the System Requirements to run ReadyDesk?
If you choose either the monthly or yearly hosted license plan, there are no system requirements. You will only need your web browser to use ReadyDesk. If you choose the owned license, please continue reading.

You will need a computer running a Windows server OS (WinNT, Windows 2000, Windows 2003, Windows 2008, etc.) and IIS (which is built in to all Windows server OS's). The .Net framework 4.0 or higher is also required, and should already be installed on your server. If for some reason it is not you can download it for free from Microsoft's web site.
 
Is ReadyDesk easy to install?
If you choose either the monthly or yearly hosted license plan, there is nothing for you to install. The automated setup process begins on our servers instantly after you purchase, so you can begin using ReadyDesk the same day. If you choose the owned license, please continue reading.

For installing on Windows servers, we have created an easy to use installer that will prompt you where to install ReadyDesk, and that's it. The installer will take care of the rest, including the creation of the necessary directory structures, copying of files, setting of directory permissions and IIS configurations. If you want to install ReadyDesk on a remotely hosted server, you would just install or extract the files locally, then upload the ReadyDesk directory structure to the remote server via FTP.
 
Does any software need to be installed on the users' computers?
No. Nothing has to be installed on the computers of those accessing ReadyDesk. All they need is a web browser. All major browsers with AJAX support will work with ReadyDesk. We recommend Internet Explorer 7, 8 or above and Firefox 3 or above. The newer the better for the best performance.
 
How much training will our employees need?
ReadyDesk has one of the most intuitive interfaces of any help desk application available, so very little, if any, training is needed. All features and functions are available on a single interface, so your staff won't have to go searching through countless pages to find what they need. Every feature has pop-up tool tips and prompts to help direct them on what is needed to complete a task.
 
ReadyDesk seems to be targeted towards Information Technology support. Can it be used for other purposes as well?
Absolutely! You can customize the values of all of the dropdowns on the ticket forms to track the data you need. You can also add unlimited custom tabs and fields to track whatever data is important to your organization, and even create workflow rules to present different forms based on user input/selection. There is also a full featured asset management system to keep track of your company's inventory. We have customers in nearly all industries including colleges and universities, mining, oil production, government, military, health and medicine, banking and finance, real estate, procurement, publishing, transportation, construction and many others. Contact us and we can show you how ReadyDesk can work for your organization too.
 
How much does ReadyDesk cost?
We currently have three different licensing plans. Please see the Pricing Page for details.
 
Are there any fees for support or upgrades?
Support is free and unlimited via email, support tickets and live chat for the first year. All upgrades are also included for the first year. There is a yearly maintenance fee after the first year of 20% of your total purchase cost for the OWNED license. For example, if your purchase cost is $99.95, the yearly maintenance fee would be just $19.99 per year. There are NO yearly maintenance fees for monthly or yearly hosted accounts.
 
Why do we offer ReadyDesk at such great prices?
Many other vendors charge thousands of dollars for applications that can't do half of what ReadyDesk does. It has always been our mission to provide a better support solution at a better price. Our flexible licensing models make ReadyDesk an easily affordable product for companies of ALL sizes. We sell in volume, which allows us to remain profitable even at such great prices.
 
Is there a demo version available?
Yes! To view the free online demos, go to the Demo Page. Unlike most other vendors, we will never require that you give us any of your personal information just to see our product in action. Just click on the provided links and begin using ReadyDesk instantly. If you are interested in your own hosted trial of ReadyDesk Contact us to learn more.

Why does PayPal require me to have an account when purchasing a hosted account?
When purchasing a hosted account, PayPal will ask you to either sign in or create a new account. They require this so you have a way to manage your subscription. If you didn't have an account there would be no way to view invoices or cancel a subscription.

This applies ONLY to Hosted accounts. Yearly hosted accounts give you the option of paying manually, without the need to have a PayPal account.

When purchasing an Owned license, a PayPal account is not required. However, if you use a credit card that is already tied to an existing PayPal account, they will ask you to sign in first to verify you are the owner of the card. This is strictly for security purposes, and you can still pay using your credit card.

What is an Asterisk phone system?
Asterisk is a free open source PBX phone system that runs on Linux. You can install it on a dedicated machine, or even run it on VMWare on an existing Windows machine. You can use traditional phones with a hardware gateway, or even use free SIP phones to receive calls.

What if I don't have an Asterisk phone system and I want to use the call management feature?
If you currently use a different phone system, you could install Asterisk and forward your incoming support calls to a call queue in Asterisk. ReadyDesk would then present the incoming calls to your technicians.

What if ReadyDesk is missing a feature that I really need?
If ReadyDesk is missing a feature you are looking for, let us know and we will develop it for you! In most cases we can develop new features for FREE because it will be useful to others and adds more value into ReadyDesk. Contact Us and let us know what you are looking for.

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