Publisher review:ReadyDesk is a complete help desk and issue tracking solution that has powerful features to meet the demands of businesses of any size. ReadyDesk is a complete help desk and issue tracking solution that has powerful features to meet the demands of businesses of any size. With ReadyDesk you can offer your customers several options to help them get their issues resolved quickly. They can open tickets from the customer portal, browse through the support articles in the knowledge base, create tickets automatically by sending you an e-mail and even chat with you live online.
Most other help desk applications require technicians to click through multiple pages just to view to a ticket's details. With ReadyDesk's tabbed interface and smart dialogs technicians can easily handle all ticket actions from the same interface, drastically speeding up resolution times. Having supported your own customers, you know that customers want answers to their questions FAST. With the live chat feature that is built into ReadyDesk you can give them their answers instantly.
The chat interface is built right into the customer portal, so you have all of the information you need about the customer as soon as they initiate a chat session.
You can view their complete account information, their IP Address, their domain name, what browser they are using and how many open tickets they have. Technicians can setup their own personalized automated greetings and canned responses for quickly inserting answers to commonly asked questions.
Both the customer and technician can see real-time typing notifications so they know that the other party is still there and actively responding. No other help desk application on the market has a more powerful, feature rich, real-time chat application this integrated into the rest of the software.
The best part is that there is nothing to download or install. You just need a web browser. Live chat supports Internet Explorer, Firefox, Safari, Opera and other major browsers.
ReadyDesk now has completely integrated Remote Desktop support. This feature will allow you to instantly connect to your customers' computers, and view and control their desktop in real time. The Remote Desktop feature is built on the VNC standard, and will work through firewalls and proxies. Customers do not have to install anything on their computer.
They just have to run a small executable that connects them to the IP address you specify. Technicians then simply click on a hyperlink and the web based viewer is launched. This is all built directly into live chat. Now you can offer your customers an even higher level of support with ReadyDesk's Remote Desktop.
Technicians can easily define which columns they want displayed in their ticket queue, and they can even adjust column width and order with drag and drop ease.
Features:
- 100% Web Based - All your support staff and customers need to use ReadyDesk is a web browser. There's no plug-ins or other files to download.
- Single Page Interface - Techs can quickly and easily add, update and close tickets 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.
- 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.
- Customer Look-up - If a customer has forgotten their ID, just click on the magnifying glass icon and quickly search by customer, phone, e-mail address or contact name.
- 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 can use MS Access, MS SQL Server or MSDE (a lighter, free version of SQL Server). Switching databases is simple too. Just provide the database type and login information and you're done!
- Automated e-mail alerts - E-mail 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 POP3 e-mails - Incoming e-mails can be turned into support tickets automatically. As soon as the message is received on your pop3 server it will appear in the technician's ticket queue.
- Automatic appending to existing tickets from POP3 e-mail responses - Responses to e-mail notifications are appended to the history of the corresponding existing tickets. This eliminates the need for the customers and technicians to always login 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.
- Billing - The flexible billing system allows you to define your own billing methods, invoicing and scheduling of invoice creation.
- 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 e-mail 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 e-mail 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 e-mail addresses. Live support chat will DRAMATICALLY reduce issue resolution times and boost your customers' satisfaction with your support processes.
- 100% Open Source - ReadyDesk is written in HTML, ASP, Javascript and CSS. Anyone with knowledge of these programming languages can customize ReadyDesk to more closely meet the needs of their organization.
ReadyDesk 4.0 is a ASP.NET script for Help Desk scripts design by ReadyDesk.com.
It runs on following operating system: Windows.
Operating system:Windows
ReadyDesk 4.0 script details 
