Most other help desk applications require technicians to click through multiple pages just to view a ticket's details. With ReadyDesk's tabbed interface and smart dialogs technicians can easily handle all ticket actions from the same interface, drastically improving resolution times.
Fully Integrated Live Chat
Having supported your own customers, you know that customers want answers to their questions FAST. With the live chat feature that is built into ReadyDesk you can give them their answers instantly. The chat interface is built right into the customer portal, so you have all of the information you need about the customer as soon as they initiate a chat session. You can view their complete account information, their IP Address, their domain name, what browser they are using and how many open tickets they have. Technicians can setup their own personalized automated greetings and canned responses for quickly inserting answers to commonly asked questions. Both the customer and technician can see real-time typing notifications so they know that the other party is still there and actively responding. No other help desk software on the market has a more powerful, feature rich, real-time chat application that is so deeply integrated into the rest of the software. The best part is that there is nothing to download or install. You just need a web browser. Live chat works in all major browsers that support AJAX, including Internet Explorer, Firefox, Safari, Opera and more.
Remote Desktop Support
ReadyDesk has completely integrated Remote Desktop support. This feature will allow you to instantly connect to your customers' Windows-based computers to view and control their desktop in real time.
The Remote Desktop feature is built on the VNC standard, and will work through firewalls and proxies. Customers do not have to install anything on their computer. They just have to run a small executable that connects them to the IP address you specify. Technicians then simply click on a hyperlink and the viewer is launched. This is all built directly into live chat. All remote desktop sessions are secure using 128 bit encryption.
Now you can offer your customers an even higher level of support with ReadyDesk's Remote Desktop.
Call Management - New!
ReadyDesk now integrates directly with the free Asterisk PBX phone system to handle incoming calls.
Calls holding in a waiting queue on the phone server are visible in the technician interface. With the click of a button a technician can have the call routed to their extension. While on the call, the technician has the option of recording the call, linking the call to tickets, transferring the call directly to another technician, parking the call back in one of the holding queues and more.
ReadyDesk is the ONLY web based help desk software with Asterisk integration of this kind. With ReadyDesk and a free Asterisk PBX phone system you can set up your own enterprise level inbound call center for a fraction of the traditional costs.
The ReadyDesk customer portal now supports multiple languages. Customers can choose their preferred language from a dropdown list and the text of the customer portal will instantly be change to that language. You can define which languages are enabled/disabled and even set the default language to use. ReadyDesk supports English, Danish, Dutch, Finnish, French, German, Greek, Hebrew, Icelandic, Italian, Norwegian, Polish, Portuguese, Spanish and Swedish.
With ReadyDesk's help desk time tracking feature technicians can easily track time on tickets by submitting an unlimited number of time entries per ticket, and ReadyDesk will calculate the totals. The time tracking process can even be automated using the stopwatch feature, which starts and stops a timer. Now technicians can accurately track time spent without having to estimate it at the end of a project or task. Full reports are available in the administration console to view submitted time. There are even overview and detailed reports of how much time technicians spent logged into ReadyDesk for each day, with the exact date and time of each login and logout.
You can choose between an owned license of ReadyDesk, which you would download and install on your own Windows server, or have us host it for you.
NEW - We are now offering a hosted help desk solution. For as little as $14.95/month you can get unlimited access to your own copy of ReadyDesk, installed on our servers. All features are included. This is a great option if you do not have your own server, or just don't want to deal with the hassles of maintaining your own server.
Nearly every aspect of ReadyDesk can be easily customized. The administrator can add new sections to the customer portal, publish support articles, edit field labels and values, edit email templates and even add unlimited custom tabs and fields to the customer and technician interfaces.
Technicians can easily define which columns they want displayed in their ticket queue, and they can even adjust column width and order with drag and drop ease.
The new Asset Management system built into ReadyDesk is the most flexible you can find. You can define 100% of the fields so you are no longer tied to using what someone else thinks you will need to keep track of your important assets.
Cost and Ease of Integration
ReadyDesk starts at just $99.95 Owned, or $14.95/month hosted. This is a fraction of the cost of most other applications. We believe in offering a better product at a better price.
ReadyDesk is extremely easy to install and configure. Most customers are up and running in just minutes.
Even switching database formats from MS Access to MS SQL Server or MS SQL Server Express can be done with the click of a button.