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Active Directory/LDAP Multi-language
Administration Console Network Inventory
Asset Management News Articles
Automation Remote Desktop
Billing Reporting and Charting
Call Management Scheduling
Code Signing Security
Culture/Localization Service Level Agreements
Customization Social Media Sign-in
Dashboard Support Contracts
Email Management Surveys
File Attachments Tickets
HTML Email Time Tracking
Knowledge Base Trigger Rules
Live Chat Visitor Tracking

Overview - Top

 

100% Web Based - All your support staff and customers need to use ReadyDesk is a web browser. There are no plug-ins or other files to download. All major browsers are supported.

Single Page Interface - Techs can quickly and easily add, update and close tickets, view attachments, enter billing jobs, view assets and more all on the same screen. There is no need to navigate through several pages to take action on even the most complex of tasks.

Customizable Queue - Techs can quickly and easily modify how the ticket queue is displayed, including which columns to show, how many tickets are displayed in the queue, which types of tickets to display and the sort order of the tickets by simply dragging and dropping them.

Auto-population of data - When creating a ticket, the tech simply enters the customer's ID, and the ticket form is automatically populated with that customer's information, saving time and ensuring data integrity. Tickets generated from incoming emails will also include all customer related data.

Customer Look-up - If a customer has forgotten their ID, just click on the magnifying glass icon and quickly search by customer, phone, email address or contact name, and import that information to a new ticket with the click of a button.

Support Status Validation - If you charge for support, or only provide support to certain customers you will need a fast way to determine their support status. When a ticket is created the system checks the customer's support status, and alerts the tech if they are not a supported customer.

Unlimited Custom Tabs and fields - Create as many fields as you need to track the data that is important to your organization.

Complete ticket history - Every ticket has a complete history of its progress on the History tab of the ticket form. Every time a tech adds a resolution or changes the ticket status, or when a customer responds through the web ticket system an entry is made, complete with ticket status and timestamp.

Color-coded ticket status - Each ticket status can be assigned a different color in the administration console, making escalated tickets stand out from the rest.

Choice of databases - ReadyDesk works with MS Access, MS SQL Server and SQL Express. Switching databases is simple too. Just provide the database type and login information and you're done! ReadyDesk will create the database for you with the click of a button.

Automated email alerts - Email alerts can be setup to alert customers when action has been taken on their ticket, and to alert the assigned tech when the customer provides further responses to their open ticket.

Automatic ticket creation from incoming emails - Incoming emails can be turned into support tickets automatically. As soon as the message is received on your incoming email server and read by ReadyDesk it will appear in the technician's ticket queue, complete with file attachments.

Automatic appending to existing tickets from incoming email responses - Responses to email notifications are appended to the history of the corresponding existing tickets. This eliminates the need for the customers and technicians to log in to reply to a ticket.

Service Level Agreements - Define SLA rules to automatically notify technicians and supervisors and escalate tickets to different levels when tickets have not met certain criteria in the time frame specified. You can even define your business hours to properly calculate when to take action.

Billing - The flexible billing system allows you to define your own billing methods, invoicing and scheduling of invoice creation.

Asset Management - The Asset Management system in ReadyDesk is the most flexible one you will find anywhere. You get to define 100% of the fields used. They can be text boxes, dropdown fields or large text areas and you can define the data type to ensure only the proper values get entered. You can even define workflow rules to make fields dependent on one another, and only present the fields related to the type of asset being entered. Technicians can see each customers' assets quickly and easily on the asset tab when creating or viewing a ticket.

Active Directory/LDAP Integration - ReadyDesk can be setup for Active Directory/LDAP authentication, making logging into ReadyDesk seamless to the end users. All they have to do is go to the URL for their interface and they will be instantly logged in. You can synchronize your ReadyDesk database with Active Directory/LDAP manually or on a set schedule.

Audible Alerts - Technicians can customize which sound to play on certain events, such as when a ticket arrives, when a chat session is available and even when the customer sends a new message in a chat session.

File Attachments - Both technicians and customers can attach files to tickets to add even more flexibility to the types of data that can be tracked and shared. The administrator can define maximum number of attachments, file sizes and more.

Customer Portal - Customers can log in and open, view and modify tickets through your web site, eliminating the need for them to sit on the phone on hold waiting for a tech to take their information. Automated email alerts will keep them up to date on ticket progress, greatly shortening response time when action is required on their part. They can also update their account information, view open and closed tickets and search support articles.

Online Support Articles - From the administration console you can create, edit and delete support articles that serve 2 important purposes. The first is to provide customers a form of "self help", which allows them to quickly find resolutions to known issues, taking some of the burden off of support techs allowing them to focus on more complex issues. And the second is to provide a knowledge base for support techs to quickly look up resolutions to known issues, which in turn trains the tech on known issues.

Powerful Administration Console - Nearly every aspect of ReadyDesk can be controlled from this administration system. For example, you can add/edit/delete support techs, support groups and customers, manage email alerts, customize fields of the ticket form, add/edit/delete support articles (includes a powerful HTML editor for adding vibrant content), and view graphical reports that show current, weekly, monthly and yearly statistics.

Powerful Report Builder - Create, save and run your own custom reports using the web based report builder. Select time frames, technicians, customers, groups, statuses, escalation levels and more and store the reports in the database for running when you need to see the data you want.

Live Support Chat - Allows your customers and technicians to communicate in real time through the web browser. Both parties can easily send each other files, web address links and email addresses. Live support chat will DRAMATICALLY reduce issue resolution times and boost your customers' satisfaction with your support processes.

Extremely Affordable - With ReadyDesk you will always get the most complete and powerful support solution at the best price. Other vendors charge thousands of dollars for their applications that lack many of the basic functions of ReadyDesk. Why pay more for less when you can get it all with ReadyDesk?

 




 
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