Some Frequently Asked Questions,
about our Customer Support Software...........

[If you have a question that you don't see answered, please drop us quick note - see message box at bottom of this page.]

1. Are there any limits to the number of Clients, or Operators, or Calls that can be created?

No limitation to the numbers of Support Call records that can be created, number of Clients and Operators limited only by the Plan option which you decide on - refer to the pricing page.

2. Are we able to have our logo on the HelpDesk Pro pages?

Yes, we will do this for you.

3. How do we get more SMS call credits?

Simply go here to purchase more.

4. Our company already has a client database, with most of our clients entered into it, can this be imported into the client database in HelpDesk Pro?

Technically yes, however we have, through experience, now ceased to offer this facility. We have found that it is more often than not more work to sort out and massage the results of the import than to have someone re-enter the data into the new data base. There is also the advantage of looking at this data afresh, and removing 'dead' and out-of-date information, and duplicates.

5. Do we have to obtain MYSQL or other database to link up with HelpDesk Pro?

No, as part of the fully integrated nature of this technology in the HelpDesk Pro application the databases (eight of them) are already part of the 'package' - there is nothing additional you need to purchase.

6. Why do we sometimes see the 'Restart' page come up after we've had an inactive period?

In order to keep the number of 'active sessions' to the minimum required, the technology senses when a user hasn't actually 'used' any part of the program i.e. moved from the current page he/she is on, for a considerable period of time - in fact they've probably walked away from their computer and gone to lunch. In these circumstances the application is smart enough to auto-logoff that user.

7. Do you offer discounts to Not-For-Profit or educational organizations?

Yes, we have discount offers on some product to schools and accredited not-for-profit organizations - contact us for further details. US organizations need to submit a request to us giving details of the nature of their operation and providing proof of IRS 501(c)3 registration status. What we do ask for in return for this special offer is that your web site contains a link back to us e.g. 'our HelpDesk powered by HelpDesk Pro' - we'll supply details for you.
Sorry, no discounts for universities or government organizations.

8. Can we export the data out of the database?

Yes, as simply as clicking on a menu option in the Admin area, the data in any of the DBs can be downloaded in .csv file format.

9. Do you back-up our data?

Yes, if you have chosen us to host your copy of HelpDesk Pro, off-site backups of all of your data are done nightly - the data is stored in another city in the US, remote from the server.

10. What sort of 'up-time' can we expect if we get you to host?

You will experience very few outages - current 'up-time' is excellent and you can check server status, as well as what outages there have been for the previous years, by going here.

11. What support is offered, how much does it cost, how do we get it?

For the 20 User Version, or the Professional Version, we host your copy of HelpDesk Pro, and all support is included in the annual subscription cost (excluding any customization and the like).
Support is normally by way of e-mail, and most calls are responded to within eight hours.
For the Self-Host Version, support is free for 90 days, thereafter by way of Support Credits at $55 per - most users never require support after they're up and running due to the intuitive nature of the program.

12. What reporting functionality is included?

The defined reports are initiated by clicking on 'Reports' menu option of the application. You can view these in the on-line demo version anytime. Due to the large variance in client requirements, we are unlikely to agree to special custom report generation, however you can always export the Call records from the database at any time and use some external application to generate further reports.

13. What custom fields are there for us to use?

For the Call Ticket screens, there are 3 User-Definable fields that you can choose to make use of, or not. And these three fields can individually be labeled by you, and either made available to the end-user clients as well as the Operators, or you can choose just to have them visible to the Operators, for their use.
For the Asset facility, there are 25 User-Definable fields you can label yourself.

14. What other costs are there?

None!
If we are hosting your copy (either the 20 User Version or the Professional Version), then you need no other software than a web browser, and there are absolutely no other hidden costs or fees.
If you choose the Self-host Version, we supply the application software to be loaded onto your web-server, and there is no other software that you need to supply i.e. the databases are proprietary and are in-built into the 'web-engine' kernel. For more details on what is required for your web-server if you are doing the hosting, go here.

15. Can we use a Purchase Order and post a check for payment?

Yes - but the transaction process will take longer of course.
We use a different payments processor for the PO and paper check option - e-mail us and we'll be happy to explain the process and provide the link to the relevant page.

16. If we opt for the Self-Host version is there a guarantee it will work on our web-server?

Yes!
We absolutely guarantee that the installation on your server will be 100% successful - or your money back.
We have never had an install fail - it is an easy process that your IT people can do, or we will do for you - either way, we guarantee success.

17. We are seeing the incorrect time stamped on Call Tickets - what's causing this?

There are three places that can affect the time.
1. Server GMT Offset in SysPrefs
2. GMT Offset in Group
3. GMT Offset in each Entity record
If the field in Entity hasn't been used/set, then the system will take what is in Group for that Entity - each Entity has a setting so that you can, if you wish, set a different time zone for a particular person - they might be in a different part of the country or the world. But, you don't have to set the time for each Entity, and if you don't, then the GMT offset for the Group they are in applies.
The GMT Offset for the server can be used as a master adjustment that will affect everyone -and so can be used for DST adjustment. To set this, go:
Admin/Sys Prefs - and scroll down to Server GMT Offset. Adjust plus or minus an hour or whatever to fix the error you are experiencing, then SAVE, and logout of the application, log back in and check the results by looking at the top status bar after you login - it shows the current System Time, and will time stamp Call Tickets etc. accordingly.

18. Our subscription ends soon, how do we go about the renewal?

Simple! Just go here:
Purchase Subscription Renewals
and scroll down to the appropriate version renewal for you - either the 20 User Version, or Professional version.

19. Where can we read an explanation about the 'Privilege Levels' in the system?

Log in as an Operator, and click on the lefthand Menu option 'Help'.
In 'Help', choose 'Operator Topics' - 'Users(Entities)' - 'What are the Privilege Levels all about'.