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Support Tickets
Tickets can be created by customers and technicians from the web interface and from incoming emails. Supports file attachments and tracks all actions in the ticket history. Technicians can work on multiple tickets at the same time using the tabs at the bottom of their interface.
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Customer Portals
Create multiple customer portals to support an unlimited number of departments or companies. Each portal can have its own logos and settings. Customers can view existing tickets and open new ones, view invoices, assets, downloads and more and open live chat sessions.
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Knowledge Base
Provide self help to your customers, reducing the number of support tickets. Supports HTML, file attachments and embedded images. Articles can be grouped into categories and optionally marked as "Internal Only".
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Live Chat
Give your customers instant support. Technicians can set up personalized automated greetings and canned responses for quickly inserting answers to commonly asked questions. With real-time translations customers and technicians can chat with each other in their native language.
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Remote Desktop
Connect to customers' Windows-based computers to view and control in real time. Built directly into the technician interfaces, and works through firewalls and proxies. Customers do not have to install anything on their computer.
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Asset Management
Define 100% of the fields that will be used for adding and editing assets. Use work flow rules to show and hide fields based on values in other fields. Assets can be associated with one or more customers, and selected when creating new tickets.
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Network Inventory
Scans your network and finds all attached devices saving key information for each device. You can even connect to any computer on your network using the remote desktop service or WMI explorer
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Billing
Track billable work and generate invoices for your customers. Technicians can enter their billable work directly on a ticket and ReadyDesk will calculate the costs. Optionally allow customers to pay invoices from the customer portal.
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Time Tracking
Accurately track time spent on tasks. Technicians can submit time on tasks, down to the second, with an unlimited number of time entries possible. Stopwatch feature allows ReadyDesk to track time spent automatically.
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