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Home: General Discussion: Help Desk Discussion:
"ReadyDesk" Questions and Support Help

 

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Author Subject:   "ReadyDesk" Questions and Support Help

lsylvester
Member

Feb 26, 2010, 2:30 PM

"ReadyDesk" Questions and Support Help Quote | Reply

Hi,

My company just purchased ReadyDesk as our helpdesk software. Their customer service is pretty much non-existent....

Anyone out there a ReadyDesk user who might be able to answer some questions we have?

In particular, I'm having trouble sending attachments out to customers from tickets (is this possible?) and also want to export reports. Also, I'm having trouble building custom reports.

Anybody?

Thanks!!!!

jpn21
Senior Member

Feb 26, 2010, 8:23 PM

Re: [lsylvester] "ReadyDesk" Questions and Support Help Quote | Reply

Have you opened a ticket with your issues?

jpn21
Senior Member

Feb 26, 2010, 8:30 PM

Re: [lsylvester] "ReadyDesk" Questions and Support Help Quote | Reply

I checked on this for you, and we see that you have 3 open tickets with your customer account. All 3 were replied to at the beginning of February, with no further response from your end. Please log into our customer portal and review our latest responses. If you have any additional issues, please open a new ticket for them.

lsylvester
Member

Mar 1, 2010, 12:42 PM

Re: [lsylvester] "ReadyDesk" Questions and Support Help Quote | Reply

Hi,

Thanks for responding. I logged in - those tickets were "test" tickets we opened... not our help requests.

We emailed our help requests and never received a response.

Additionally, i opened a new ticket last week for my help questions and (1) have not received a response (2) there's no record of this on Customer Portal. There is NO RECORD OF ANY SUPPORT REQUEST THAT I HAVE EVER ENTERED.

Please tell me EXACTLY where i should be seeing/expecting responses from ReadyDesk. I shouldn't have to run in circles for days to get answers to these questions.

Thank you.

lsylvester
Member

Mar 1, 2010, 12:53 PM

Re: [lsylvester] "ReadyDesk" Questions and Support Help Quote | Reply

Hi,

I opened a ticket at Tickets@ReadyDesk on Friday 7196. We also emailed info@readydesk with support questions before and received no response.

Can you please provide me with a direct email? Can you tell where exactly (Url) i'm suppposed to go - when i log in to the Customer Portal, it's my company's "help" site, so i'm not about to open a support ticket that's going to go to me and my team. Please can you give me some specifics? Or can you respond to my substantive posts in this forum (re: exporting reports, outgoing attachments to customers through tickets, etc...)?

Thanks.

jpn21
Senior Member

Mar 3, 2010, 12:01 PM

Re: [lsylvester] "ReadyDesk" Questions and Support Help Quote | Reply

You need to log into our customer portal, from the main page of our website, not your own. There are fields for your customer ID and password.

We do not use this forum as a method of support.

dd001
Member

Aug 17, 2010, 2:15 PM

Re: [lsylvester] "ReadyDesk" Questions and Support Help Quote | Reply

I have had the same problems as you, absolutely no support what so ever, no phone to call, emails go unresponsive.

Avoid this software at all costs, as it seems to be only a part time gig/1 man show with probably a full time job and does this on the side.

It's riddled with issues, (5.9)

jpn21
Senior Member

Sep 21, 2010, 6:57 PM

Re: [lsylvester] "ReadyDesk" Questions and Support Help Quote | Reply

We would like to note that all issues for these two customers were resolved. ReadyDesk is not "riddled with issues". Simple missconfigurations on the server are not indicative of bugs in our software. Issues were resolved once the server was properly configured.

ReadyDesk Support

dfreeman
Member

Nov 10, 2010, 6:58 PM

Re: [lsylvester] "ReadyDesk" Questions and Support Help Quote | Reply

Yeah we have tried a few times to get support for our RD as well. What irritated me most is the lack of a phone number to call. We actually were in a position to purchase additional licenses, but wanted to speak with someone and they wouldn't provide a number even then. We still use it internally, but have "error 500" issues constantly. For the additional projects we went with Kayako and they have been really helpful. I like RD when it works but the support response is terrible.
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