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Author	Subject: ReadyDesk

Mikeyba
Member

May 9, 2011, 10:32 PM

ReadyDesk	Quote \| Reply

Don't normally post on these forums. but...

We have just implimented ReadyDesk. I was looking for a cost effective 'interim' solution to get us over a transition period. I cannot believe the value for money we are getting out of this tool. Our goal is to impliment support using ITIL frameworks although the tool is not an ITIL tool, we have been able to impliment the framework to a degree using the Catagory field. ie Incident, Problem , Service Requst and Change and then using the custom fields to further develop types... all good for now.. would like though to be able to group Incident together and link them to a 'Problem' ticket etc... but for $200 wow.

this tool rocks..

murraym
Member

Jun 9, 2011, 7:28 PM

Re: [Mikeyba] ReadyDesk	Quote \| Reply

Mikeyba,

Have you had to deal with their support staff yet? I just posted the same in the ReadyDesk specific forum but it doesn't look like anyone participates in that one.

After a lengthy product review with a number of solutions, I have decided to go with ReadyDesk. But after sending me a quote I have been unable to reach ANYBODY at ReadyDesk to complete the vendor set up process and purchase their hosted solution. I have sent multiple emails through their website and I sit in their chat rooms daily waiting for someone to jump on.

I was sold on their capabilities and price but now I am concerned this lack of response is indicative of the support I will get.

Thanks,
-mike

Mikeyba
Member

Jun 9, 2011, 7:31 PM

Re: [Mikeyba] ReadyDesk	Quote \| Reply

Support forums arn't for support .. you need to log a support request through the Customer Login section on the ReadyDesk website or use the Live chat function on the site.. i have found the live chat function to be more helpful and timely in getting responses

murraym
Member

Jun 10, 2011, 8:23 AM

Re: [Mikeyba] ReadyDesk	Quote \| Reply

Mikeyba,
I wasn't trying to get support from you. I was wondering what your experience is like with them. I'm online in their chat room from the moment I get into the office until them time I leave for the day. And then I log in from home. I got someone to discuss pricing last week and haven't seen a soul since.

I have sent three emails to info@readydesk.com and yesterday even opened a support ticket (tickets@readydesk.com). I still haven't heard back.

I'm glad your experience has been better. I demo'd the system thoroughly and sold it to my boss as our solution of choice. He's given me the green light to purchase it and I keep ducking him because I haven't been able to figure out how to get someone there to call me back.

This forums is certainly not the place to get technical support but it is a place to share opinions and experiences with the community - just as you did when you said you liked ReadyDesk. So far, this has been my experience.

Mikeyba
Member

Jun 13, 2011, 6:13 PM

Re: [Mikeyba] ReadyDesk	Quote \| Reply

murraym

no worries at all.. suprised a little as my experience has been great !!

murraym
Member

Jun 29, 2011, 8:44 AM

Re: [Mikeyba] ReadyDesk	Quote \| Reply

Lots of worries actually. Just to wrap up my terrible experience with the Readydesk folks. I still never heard back from them and I'm assuming they've put me on some sort of harassment list and are purposefully ignoring my attempts to communicate (no emails, no ticket responses, no chat). Someone in our purchasing department took up the challenge and she was getting replies until she asked them to fill out a W-9. Dead silence again. Now that I look back, the moment I mentioned a W-9 is when they cut me off too.

I've done some digging around and I can't find a physical location for this company, nor email address, not even a registration with the Georgia (they claim to be out of Atlanta) Secretary of State nor BBB filing.

After all this I was still willing to throw our CC down and take a chance since our exposure is only a ~$50 monthly fee. If they were crap then we could always bail and be out $100 tops. But I literally cannot find a way to buy this product.

Enough time wasted, I'm on to the next solution. Good luck to anyone using this. It looks like a nice solution (if you can get it).

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