FREQUENTLY ASKED QUESTIONS
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Absolutely! You can assign the software to your F1-F11 keys or use the desktop icon. 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 in order to click the desktop icon. Also, the button is a much lower barrier to entry than having to know which key to click to submit a ticket. They can also function as a USB hub and a 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.
We are HIPAA compliant, we’ll sign a BAA if a client uses their own S3 bucket, and we are currently being reviewed for GDPR.
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, 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 never written to the disk. Once the button is triggered, the upload is encrypted end to end.
For an in-depth look at our security features, please read our Security and Compliance page.
Once you have created an account there is an option under “Order Buttons” to purchase them directly through our online store. We do not make you talk to a salesperson for pricing 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: Autotask, ConnectWise Manage, Freshdesk/Freshservice, osTicket, Syncro/Repairshopr, Zendesk, Kaseya BMS, ServiceNow, and Accelo, 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 has been 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 typically take 4-6 weeks to manufacture and ship customized buttons. If we happen to get behind schedule, we will let you know as soon as we know. We are hoping to ramp up production. We believe we can get this time down to roughly 10 days in the future.
Hitting the button will send an alert, “ticket not yet submitted,” to the dashboard but it won’t drop a ticket into your system until the user has actually filled out the form and hit submit. It will also generate a pop up alerting the person that a ticket submission window is already open. 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. Additionally, under “software builds” in your account, you will be able to customize your package in the portal and download MSIs 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. We have auto-updates enabled, too.
One of our most exciting features is our use of QR codes. If a ticket can’t be submitted successfully, then an error message page will pop up with a QR code that lets the users submit the ticket via their smartphone. It’ll still include all of the information submitted through the ticket form, along with some network diagnostics, to help you further resolve your end-users’ problems without direct access to their computer.
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.
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.