Hosted Help Desk FAQ

Hosted Help Desk » FAQ

1. What is the number of users/technicians I can register in my Hosted Helpdesk?
2. What does the fee cover up?
3. Is there any setup fee for the Hosted Helpdesk software?
4. Does the Hosted Help-Desk software feature email integration?
5. I was using the trial version and I'm ready to purchase. How can I keep my existing data?
6. Can I customize colors and logo of the Hosted Help-Desk?
7. Does the hosted helpdesk support some authentication API?
8. What is the your backup policy for the hosted help desk?
9. Can I use the Hosted HelpDesk on a custom domain? Like "support.acme.com"?
10. We have already logged numerous tickets in the trial version of the hosted helpdesk. Will this data remain?

What is the number of users/technicians I can register in my Hosted Helpdesk? (top)

Unlimited.

What does the fee cover up? (top)

The fee covers helpdesk software hosting, free 24/7 support and unlimited concurrent users license.

Is there any setup fee for the Hosted Helpdesk software? (top)

There is no setup fee.

Does the Hosted Help-Desk software feature email integration? (top)

Yes, both ways. It can check your incoming email box for the messages and convert it to tickets. The hosted helpdesk will also notify your users and technicians of every update in the system.

I was using the trial version and I'm ready to purchase. How can I keep my existing data? (top)

Your existing data will stay there. Simply prolong your trial helpdesk and it becomes "paid".

Can I customize colors and logo of the Hosted Help-Desk? (top)

Yes. You can add your logo and change the colors of the header bar, menu bar etc.

Does the hosted helpdesk support some authentication API? (top)

Yes.

1. If a user is already present in the helpdesk's database and you know his password - redirect the user to the link of this kind: "AutoLogin.aspx?username=XXXXXX&pswHash=XXXXX". Where "username" is the user's login name, and "pswHash" is a MD5-hash of the user's HelpDesk-password.
2. If a user is not already present in the helpdesk database or you don't want to pass his password, use this link format: http://MyHelpdeskUrl/AutoLogin.aspx?username=xxx&email=yyy&userHash=HASH where "username" is the user's username, "email" is is email and HASH is calculated as follows: MD5(name + email + shared-secret). The "shared secret" is specified in the admin panel. Remember to specify a "strong" secret, at least 10 characters (the longer the better).

What is the your backup policy for the hosted help desk? (top)

Please see this article

Can I use the Hosted HelpDesk on a custom domain? Like "support.acme.com"? (top)

Yes. Here's how.

We have already logged numerous tickets in the trial version of the hosted helpdesk. Will this data remain? (top)

Yes, of course. Proceed to the order page on this website and when purchasing hosted helpdesk subscription make sure to specify the same email address you used to sign-up for the trial. This way the server know which trial-account to prolong.