FREQUENTLY ASKED QUESTIONS
Yeah absolutely, when the software is installed it adds a link right to the users desktop that will provide the same trigger and if you are fancy you can map that to a hotkey. However we recommend using buttons for several reasons, First, it will let the user get a screenshot of the issue without having to close it and open something else. Also the button is a much lower barrier to entry than having to know what to click to submit a ticket. They also function as a USB hub and place to put your brand.
Probably not. We honestly expected to get a lot more tickets also but it hasn’t played out that way at all. Our ticket volume has actually decreased just a bit as we are able to cut down on duplicate tickets on the same intermittent issues.
Security has been a major focus of this project from early on. We wanted to give our partners all of the tools they needed to keep their client data secure and compliant. This includes the ability to host data directly in your own amazon bucket, long term retention features, 2 factor authentication via SMS, auditing and reporting. Additionally you will have the ability to customize the text on the client and customize what the client uploads. The local client only keeps a few screens worth of data, this is stored directly in memory and not ever written to the disk. Once the button is trigger the upload is encrypted end to end.
Once you have created an account there is an option under manage buttons to purchase them directly through our online store. We do not make you talk to a sales person for pricing or ordering and all customers pay the same rate regardless of how good they are at negotiation. The fully automated online store it turns out is a very tough negotiator and isn’t easily swayed.
Currently we support E-mail connectors that can be used with just about any ticketing platform. We have an api interface with Repairshopr/Syncro, OS-Ticket, Spiceworks, Fresh-desk, Auto-task and Connectwise but you can definitely use the E-mail connectors in the meantime for platforms not listed here. We hope to support every major platform within a few months of launch.
Yes the framework for custom scripting was baked into this at some of the earliest stages. We currently have a method of adding scripts to the build that is being tested with Beta clients. The most popular choice has been to include the ability to install or update your rmm tool on click, which is very handy especially for remote clients.
It will take 4-6 weeks to manufacture and ship customized buttons currently. If we happen to get behind schedule we will let you know as soon as we know. We are hoping to ramp up production soon after the beta. We believe we can get this time down to roughly 10 days in the future.
Hitting the button will send an alert to the dashboard that it has been pressed but won’t drop a ticket into your system until the user has actually filled out the form and hit submit. But if someone is just hammering away at the button you should probably give them a call, they might not be happy.
Yes, yes it is.
The platform is built on Amazon’s Lambda stack so it is not very portable. However we have the ability to set this up so that all ticket data is retained in your own Amazon AWS bucket.
The button has a “long click” option which will take you directly to the download. Also you will be able to customize your package in the portal and download msi’s that you can push out with a GPO or your RMM tool. The software also checks for a new payload every time the button is pressed. Auto-updating is on our future roadmap.
If the ticket can’t be uploaded successfully then the data is dumped to a local folder, we are working on a QR code to appear that lets the users submit the ticket with their cell phone and still include most of the information. Additionally a window will pop with your customize-able instructions for your clients. “Check your cables, try hitting someone else’s button or call us directly at XXX.XXX.XXXX”
No, don’t be stupid.
Yes, the interface is completely brandable and you can also customize all of the text options to match your workflows. Additionally, we plan on making the auto-fix action buttons customizable so you can put in client specific scripts.
Yes, we have support for two factor and auditing built into the platform already. We should have MFA for the backend accounts page available in the very near future.
No, We may do this in the future depending on demand but it requires a rewrite of a good portion of the code base.
We have found that interns work pretty well.
We are hard at work making the next version even better. Here’s our Trello board if you’re curious about our next steps.
For all your questions about support, billing, integration, and customization, please visit our knowledge base.