| How many technicians
and customers can we have using ReadyDesk? |
| Unlike most help desk software vendors, we do not charge our customers extra for additional users. With ReadyDesk, you can have UNLIMITED customers and technicians. |
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| 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 call queues, drastically increasing response rates and customer satisfaction. |
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| Can ReadyDesk create
tickets from e-mails? |
| Yes! ReadyDesk fully supports the POP3 protocol for retrieving e-mails, and automatically turns them into support tickets for you. No longer will you be stuck copying and pasting from your e-mail to your support system. Customer and support staff can even append to existing tickets by simply responding to any of the e-mail notifications ReadyDesk sends out. |
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| Can we customize ReadyDesk
to look more like our own web site? |
| Yes! You can easily add your own logo to the customer portal. ReadyDesk is also completely open source, so you can change background colors, fonts and more with simple modifications to the HTML. |
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| 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 e-mail 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. |
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| What databases does
ReadyDesk support? |
| Both the ASP and PHP editions of ReadyDesk work with MS Access, MS SQL Server and MSDE, SQL Server Express. The PHP edition also supports the MySQL database platform. If you choose to use MS SQL Server or MySQL, you would simply change the settings in the administration console and ReadyDesk will create the database for you. |
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| What are the System
Requirements to run ReadyDesk? |
| There are two editions of ReadyDesk 4.0. One is written ASP, and the other in PHP. The ASP edition requires a machine running a Windows server OS (WinNT, Windows 2000, Windows 2003) and IIS (which is built in to all Windows server OS's). The .Net framework is also required for POP3 e-mail retrieval. The PHP edition will work on Windows and other server operating systems such as Linux, Unix and Macintosh. The server just needs to have PHP version 4.3 or above, MySQL and a web server such as IIS or Apache. |
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| Is ReadyDesk easy to
install? |
| Absolutely! 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. For installing on non-Windows server such as Linux or Unix you simply extract the files from the downloaded ZIP file to the desired location, and the complete directory structure will be created for you. If you want to install either the ASP or PHP version on a remotely hosted server, you just have to install or extract the files locally, then upload the ReadyDesk directory structure via FTP. |
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| 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. The customer portal and live support chat work in all major browsers. The technician interface and the administration console fully support Internet Explorer 6.0+ and Firefox 1.5+ (2.0 recommended). |
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| How much training will
our employees need? |
| ReadyDesk has one of the most intuitive interfaces of any help desk application available, so very little 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. |
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| ReadyDesk seems to
be targeted towards Information Technology issues. 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. We have customers in dozens of different 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. |
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| How much does ReadyDesk
cost? |
| ReadyDesk currently sells for $199.95. This covers a single server installation and UNLIMITED technicians and customers. This price will not stay this low forever! |
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| Are there any yearly
support or maintenance fees? |
| No, we do not currently charge any maintenance or support costs. If you buy right now, you will get all future upgrades for FREE. Support is also free and unlimited via e-mail, support tickets and live support chat! |
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| Why do we sell ReadyDesk
at such a low cost? |
| 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. Why should companies have to spend half of their profits supporting their customers when they can get a powerful, easy to use solution like ReadyDesk at such an incredible price? |
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| 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. |
