|October 17, 2011
ReadyDesk version 6.0 now available
|ReadyDesk version 6.0 has been released and is available for download today. This latest version has some great new features like a more uniform design, additional single sign-on options, pre-definition of companies, publishing of reports and charts to customers and technicians, chat queues, support contracts, an enhanced remote desktop and more.
Be sure and check out the new online demos and download the updated user manual.
Existing customers can download the latest version by logging in to their account from the home page of our website.
Below is a short list of some of the enhancements in this release:
Take a peek at the free, no hassle, online demos and see why ReadyDesk is one of the best selling customer support solutions available.
- Uniform Design: We have redesigned the interfaces to be more clean and uniform. The older square tables have been replaced with the rounded tables that have been in use in the customer portal.
- More customization options: Field labels in the customer portal and technician interface can now be customized via the admin console. Further customization options are also available for the customer portal.
- Single sign-on: Support for SiteMinder and Cosign has been added. This allows for additional single sign-on options.
- Companies: Now you can define companies first, and then associate customers with the companies. This makes it easier to create multiple customer accounts for the same company.
- Public information: You now have the ability to display news and knowledge base articles on the login page of the customer portal, so visitors can see public information without having to log in.
- Updated live chat: Live chat in the technician interface has been re-worked to allow for future use of the left frame for important metrics.
- Chat Queues: You can now separate chat sessions into different queues and assign techs to the queues they should be working, allowing for further separation of your departments.
- Support contracts: Unlimited support contracts can be defined and associated with your customers. This allows you to pre-charge customers for support, and continue to charge them on a recurring basis. There is full support for integration with PayPal.
- Limiting of selectable options: You can easily define which options are available for each customer. This allows you to limit which values certain customers will see in dropdown values. This includes category, source and custom fields.
- New email templates: There are two new email templates. One for closed tickets and one for support contract reminders. The closed ticket template is used when tickets are closed. The support contract reminder template will email customers when their contracts have reached the renewal or reminder date.
- Enhanced Remote Desktop: The remote desktop feature has been re-worked. The small executable that customers run is now built on the fly, so customers no longer have to enter an ID number. They just click the button and run it and they are connected. The Java web based viewer has been replaced with a Windows based viewer that is also built on the fly, per remote session. This allows for better performance, window scaling options, and most importantly security. All remote sessions are now completely secure using 128 bit encryption.
- Reporting and Charting: Reports can now include the summary and full history of tickets, with totals at the bottom. There is a new chart building tool in ReadyDesk. Charts can be created in real time and saved. Both reports and charts can now be published to technicians and/or customers.
- Updated Drivers: ReadyDesk now uses the OLEDB database drivers, rather than ODBC. This will offer better performance and stability throughout the application.
- Custom Views: Technicians can now create custom views to define which types of tickets are displayed in the ticket queue.
- Multi-language Updates: Support for the Danish and Norwegian languages has been added to the customer portal. We have also translated all other static text that has been added since the multi-language feature was introduced.
- SLA Repeating: SLA rules can be set to repeat. This allows you to more effectively use rules to repeat the same action of tickets. For example, you could have a rule that automatically closes a ticket if there has been no response from the customer for 2 weeks.