Please, read the most frequently asked questions related to the using of our software. If you have a question that is not answered below, please contact us.
General Questions
How does HelpDeskSAAS work?
HelpDeskSAAS is based on an outsourced environment. When you place a link to HelpDeskSAAS on your site, your customer is actually connecting to the service on our server. All your data are stored on the outsourced server, too.
Where is my data hosted?
The HelpDeskSAAS servers are provided, maintain and hosted by Strato AG in Berlin, Germany. A modern routing equipment with high-performance glass-fiber network and Oracle database servers ensure an outstanding availability to all HelpDeskSAAS customers.
What do I need to run HelpDeskSAAS?
HelpDeskSAAS does not requires any hardware, software, plug-ins, downloads, or programming languages installations. You will receive an address link via email with a short guide on HelpDeskSAAS usage.
Do customers have to download anything?
No, HelpDeskSAAS does not require any download, plug-ins, or applets on the visitor’s side.
Can I host HelpDeskSAAS on my own servers?
No, HelpDeskSAAS is a 100% software-as-a-service solution, which requires no servers to configure, maintain, or update.
How many support agents does my site require?
It depends on the vastness and complexity of your site or business. If you have a huge site with multiple departments you will need to have more than one agent.
Payment
Do you offer any discount on the large number of accounts?
Yes, please contact us for more details.
Which payment methods are accepted?
We accepts the following payment methods:
- Credit card (including MasterCard, Visa or American Express) via secure online order forms.
- PayPal.
Free Trial
Do I need to enter my credit card info for Free Trial?
No. To start using our service in free mode you just need to sign-in and to follow instruction.
Can I keep my settings after my Free Trial expires?
Yes. All of your settings will continue uninterrupted when you sign up for paid subscription, and you’ll be able to add an extra settings.
For how long is HelpDeskSAAS giving its first agent for Free?
You can use HelpDeskSAAS’s free agent without timely limitation. This is a promotional tool and also we want our visitors to get a better idea of our product through free plan.
Features
How difficult is it to start the service?
It takes no more than 10 minutes to have HelpDeskSAAS start and running.
Can this service be branded?
Yes, the service can be branded for an additional charge.
Can I have my customers include info like company, email, etc. when they’re creating a ticket?
Yes. You can define custom fields in your data entry form. You can add simple text fields for short texts such as email addresses; select lists, and radiogroups.
Can I create predefined answers if I know I’m going to be asked the same questions by most customers?
Yes. You can create predefined answers inside your account administration area. After you set up predefined answers, your agents will be able to choose them by use of drop-down field in the agent console. Your agents may edit or customize these messages as necessary before they are sent to the customers.