Helpdesk Information
Hi,
I work for Burger King Corporation and i am doing a project to find a new helpdesk for our system. I have a list of about 20 different points that I would need assistance with for us to do our analysis so we can choose the correct tool for our system. I will attach the word document with the information. It would be great if someone could help us out with this.
Thank you,
Alan Groll
- Helpdesk_info.doc 29 KB
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Support Staff 1 Posted by Courtenay on 16 Oct, 2013 10:10 PM
Hi Alan,
The answer to most of your features is "yes, we do that" which is a surprise to me, given our strict feature-set, and because normally potential customers with laundry-lists of features have many items that we do not support (because they are unnecessary and someone just dumped a big list of every feature they could come up with). So, kudos!
We do not support these but if you'd elaborate I can discuss more (we DO support two-way emailing so they may not be necessary)
- integration with address book - email signatures (full email template customization is possible, however) - saving drafts (knowledge base supports draft articles) - spell check (though this is built into your operating system, probably)
Our support agent access model is intentionally very flat: only the 'owner' can modify billing, everything else is completely open to all staff. The pricing model is a flat fee per month plus a per-agent amount- see http://tenderapp.com/plans/ which will answer most of your questions on that line.
We have reporting with basic SLA support - see http://help.tenderapp.com/kb/reports/introduction-to-reports - as well as a full CSV dump (compatible with excel).
Our uptime hovers above three-nines, unless it doesn't; which is to say, we don't guarantee it, but our most recent uptime rates have been, (per week; oldest to newest) 100% 100% 100% 100% 99.98% 99.97% 100% 99.39% 100% 100% 100% 99.96% . We have a fairly robust infrastructure with a lot of failover and zero downtime deployments.
With regard to the rest of the features you asked for, it's best just to sign up for a trial and explore. Let me know if you have any more questions!
Courtenay closed this discussion on 16 Oct, 2013 10:10 PM.