| How many technicians and customers can we have using ReadyDesk? |
Currently ReadyDesk allows for UNLIMITED customers and technicians.
Please note that this promotional offer will be ending SOON. If you would like to receive an unlimited technician license for life, you MUST purchase before this promotional offer ends. |
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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 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. |
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| Can ReadyDesk create tickets from emails? |
| Yes! ReadyDesk fully supports the POP3 protocol 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. |
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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, define background colors, add text and re-arrange the layout, all from the admin console with the click of a button. |
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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 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. |
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| What databases does ReadyDesk support? |
| Both the ASP.Net and PHP editions of ReadyDesk work with MS Access, MS SQL Server 2000, 2005, 2008 and 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? |
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.
There are two editions of ReadyDesk 5.9. One is written ASP.Net, and the other in PHP. The ASP.Net edition requires a computer running a Windows server OS (WinNT, Windows 2000, Windows 2003, etc.) and IIS (which is built in to all Windows server OS's). The .Net framework 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.
The PHP edition will work on Windows and other server operating systems such as Linux, Unix and Macintosh that support PHP. The server just needs to have PHP version 4.3 or above, MySQL, a web server such as IIS or Apache and Zend Optimizer. If you do not already have Zend Optimizer installed you can download it for free from http://www.zend.com. You must also have access to set short_open_tags to On and magic_quotes_gpc to Off in your server's php.ini file, if for some reason these values are not recognized in the included .ini file. |
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| 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. For installing on non-Windows server such as Linux or Unix you simply extract the files from the downloaded ZIP file to the location of your web server files, and the complete directory structure will be created for you. If you want to install either the ASP.Net or PHP version 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. |
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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. 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. |
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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, 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. |
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| 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. |
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| How much does ReadyDesk cost? |
| We currently have three different licensing plans. Please see the Pricing Page for details. |
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| Are there any fees for support or upgrades? |
| No, we do not currently charge any maintenance or support fees. If you buy right now, you will get all future upgrades for FREE. Support is also free and unlimited via email, support tickets and live support chat! Again, you MUST purchase before this promotional offer ends to secure free upgrades and support for life. |
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| 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. |
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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. |
