| Why choose ReadyDesk? |
ReadyDesk has been around for more than 16 years and was one of the first web based support solutions. We have thousands of customers all over the world in just about any industry you can think of. ReadyDesk is an All-In-One solution that allows you to track any kind of data you need.
Lots of other applications offer "integrations", which really just means that you have to buy more software from multiple vendors to have a complete system. With all of the features built into ReadyDesk you can have a single application that manages support, sales, billing, scheduling, time tracking, asset management, live chat, remote desktop, support contracts and more.
Unlike most other options out there we offer both hosted and downloadable versions of our software which are identical in features, and you can switch from one to the other at any time as your needs change.
We are 100% U.S. based and operated in Atlanta, GA.
All support is handled by our developers. This means that if you need ANYTHING a person with direct access to every aspect of ReadyDesk will be the first person to assist you.
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| How many
technicians and customers can we have using ReadyDesk? |
There is no limit to the number of customers you can add.
You can create an unlimited number of technicians in ReadyDesk. The license size just limits how many technicians can be logged in at the same time.
Additional technician licenses can be added during the initial purchase process or at any time in the future through our customer portal.
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| Can ReadyDesk
create tickets from emails? |
Yes! ReadyDesk fully supports the POP3, IMAP And Exchange Web Services (EWS) protocols 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.
Hosted accounts can use our email servers or your own.
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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? |
ReadyDesk works with MS Access, MS SQL Server (2000 and above) and SQL Server Express (2005 and above). The software comes with a pre-built and ready to use MS Access database. If you choose to use MS SQL Server, you would simply change the settings in the administration console and the software will create the database for you automatically.
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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 downloadable version, please continue reading.
You will need a computer running a Windows server OS (WinNT, Windows 2000, Windows 2003, Windows 2008, etc.) and IIS (which is built in to all Windows server OS's). The .Net framework 4.0 or higher 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.
Click here for complete details.
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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 downloadable version, 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. If you want to install ReadyDesk 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 9 or above or the latest versions of Firefox or Chrome. 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 issues.
Can it be used for other purposes as well? |
Absolutely! You can customize the values of all of the drop down select lists 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? |
Please see the Pricing Page for details.
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| Are there any yearly support or maintenance fees? |
Support is free and unlimited via email, support tickets and live chat for the
first year. All upgrades are also included for the first year.
There is a yearly
maintenance fee after the first year of 20% of your total purchase cost for the downloadable version which covers support and upgrades. For
example, if your purchase cost is $99, the yearly maintenance fee would be
just $19.80 per year.
There are NO yearly maintenance fees for monthly or yearly hosted accounts.
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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.
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| Is there a demo version available? |
You can sign up for a free trial by clicking Here.
To view the free online demos, go to the Demo Page.
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| What if I don't need all of the features in ReadyDesk? |
You can easily disable any of the features in ReadyDesk through the admin console and only use the ones you need.
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| What if ReadyDesk is missing a feature that I really need? |
| If ReadyDesk is missing a feature you are looking for, let us know and we will develop it for you! In most cases we can develop new features for FREE because it will be useful to others and adds more value into ReadyDesk. Contact Us and let us know what you are looking for. |
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