Trust us, we get it! Our products do a lot and so there are a ton of questions to answer. As such, we’ve collected most of the commonly asked ones and listed them here. If you don’t see your question on this list, please review our Knowledge Base, visit our forums, or contact support at [email protected].
Absolutely! You can assign the software to your F1-F11 keys or use the desktop icon. However, we recommend using Helpdesk Buttons for several reasons. First, it will let the user get clear screenshots of the issue without having to close it in order to click the desktop icon. Also, the Helpdesk 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. Our sister company, the MSP who started our product as an in-house project, expected to get a lot more tickets also, but it hasn’t played out that way at all. Our ticket volume has actually maintained, while we are able to reduce open tickets, cut down on duplicate tickets, and reserve problems better when referencing intermittent issues. Through this time, we’ve added new clients and maintained the size of our staff.
To be clear, our product doesn’t do anything more than what you can already perform with your RMM tools, only automatically with no end user interaction required. Our approach to affirmative consent and data storage ensure that we are HIPAA compliant; for those interested in a BAA, we will sign one you opt for our Security and Compliance package, where you host your own data in an Amazon AWS S3 bucket. We are also GDPR compliant.
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. Our current list of ticketing systems we have an API interface with can be found here. Let us know if yours is missing and we’ll add it as soon as we can!
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.
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 physical Helpdesk Button has an “extended press” option which will directly download your custom software on an end-users’ device. Additionally, under Software Management > Download and Deploy, 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 version every time the button is pressed. You can submit updates to all of your endpoints, queued immediately with a button within your account portal.
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 the native camera app on their smartphone. It’ll still include all of the information submitted through the ticket form, along with 10 network diagnostic tests, to help you further resolve your user’s problems before you can even remote into their device.
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.
TLDR: it’s not.
The agent has to do a lot of stuff. And the initial versions were very resource intensive. But we spent a lot of time implementing some really great compression algorithms to keep the impact to a negligible level. The process runs at the lowest priority and we have a load balancer in place to juggle between CPU usage, memory, and compression. You will not see any system impact even running several 4k monitors and jamming on the enter key as fast as you possibly can. This has been tested on very old machines in conditions that exceed any real world usage scenario and we are very happy with the results. Because of the way we run at low priority you will not see any impact even while running system benchmarks. We are extremely proud of the solutions we have built around this and think it will be a very long time before anyone is able to duplicate it.
We collect a ton of in depth information that might be suspicious to a good security product. Additionally we dynamically compile the executable for every client which makes it a little bit difficult to proactively whitelist. Having said that most antiviruses will not flag us and if you do find the software being flagged we can provide you with instructions on how to exempt it from your AV policy