FAQ

General Questions

Application can be deployed in both On-Cloud and On-Premise model. ZServiceDesk+ can provide the cloud instance, in which management of the cloud instance shall be done by us. Customer can also their cloud instance to deploy our application.

Application is available in both Subscription & Perpetual licencing model. However perpetual is applicable only for the On-Premise and Customer's cloud instance.

Our pricing has below BOQ components, and pricing shall vary as per the no. of licenses

  • ZServiceDesk+ Base Platform
  • No. of Technicians
  • No. of Laptop/Desktops
  • No. of Assets/Peripherals for life-Cycle management

You have to send mail to sales@zservicedesk.com  to receive the prices. Within 24 Hrs. our sales representative shall contact you and send you prices.

Usually it take 3-4 weeks for full deployment, however deployment timelines vary depending on the size and requirement of the organisation.

You have to send mail to  sales@zservicedesk.com . Within 24 Hrs. our sales representative shall contact you  to understand you current environment and to schedule a demo as per your convenience.

Yes, Our process workflow are developed as per ITIL Framework. However we have also incorporated features as per actual services management requirement, which may not be mentioned in ITIL.

Yes, if your organisation want to do ISO 20000 certification. We ensure that all our processes are aligned as per your audit requirements. 

Yes, we also provide on-demand customisation. We don't charge you for any minor customisation, however if major changes are required in application, our developers can discuss with you and customise the product at very minimal additional cost.

We do provide 24x7 support services over email with response time of 4 Hrs. You can also log in and raise support ticket via our portal.

Our team owns the responsibility to setup & configure the product as per your business requirement. Our team shall also provide the appropriate training on how to administer and configure the tool.

Below are the key benefits for you, if you choose our ITSM tool to manage your IT services.

Enterprise Service Desk

You will get full access to all below modules

  • Incident, Service Request, Change & Problem Management
  • SLA & Feedback Management
  • Suppliers & Contracts Management
  • Tasks Management
  • Preventive Maintenance
  • Escalations 
  • Knowledge Base
  • Email & SMS Notifications
  • Dashboards & Reports

Yes, you can use the same tool for all business units and all locations.

Users can log the tickets via user portal, Mobile Application or Chat BOT.

Users can ask anything in Chat BOT, mention the problem they are facing. Chat BOT can reply to your queries with pre-defined answers, Log the ticket on your behalf and guide you through the solution or download/run the solution which is available in the knowledge base.

Yes, you can provide remote desktop support on windows PCs if PCs are connected within LAN. We don't support Remote Desktop over internet.

Yes, different working hours or support window can be configured in our SLA section and our application shall be able to calculate the SLA.

Yes, you can provide remote desktop support on windows PCs if PCs are connected within LAN. We don't support Remote Desktop over internet.

Yes, we mail approval workflow over the emails, which can be configured for both Service Request and Changes.

Yes, You can create the escalation matrix and notify them over email.

Yes, we can provide integration services to use your SMS gateway. 

Yes you can create unlimited service request templates.

Enterprise Service Desk

Licensing is based upon total no. of Windows based Laptop/desktop and Peripherals.

Yes, you can manage the life-cycle of Non-IT assets.

Once our agent is installed, application shall be able to discover the device over LAN and Internet.

Size of agent is less than 1 MB.

You can use AD or any third-party software distribution software to roll-out agents in PCs.

Unlike other products, which stores huge data (sometimes in GBs) in local PC. Our agent is installed as service and don't store any data in local PC.

Our agent is installed as service (Not as application), hence it is less prone to conflict with other application such as Anti-virus, which is the major cause for stopping the agent.

Our application can discover the Hardware information such as make, model, serial no, hdd, RAM. It also discover the running processes, services, drivers, installed applications, application version, installed date etc.

You can check the total list of software which are installed across your organisation. You can define which software is white-listed or black-listed and in which PCs black-listed software are running. You can also do licenses management such as how many licenses are purchased, allocated and available.

Yes, you can manage the inventory of consumables (battery, Keyboard, Mouse etc..) and allocate them to users.

Yes, you can import the asset details from excel file in our pre-defined format.

Yes, you can manage the inventory in different stores and manage allocation/de-allocation.

Yes, you can keep record of asset movement between locations, stores etc.. we also have gate pass feature with approval workflow. 

Yes, You can check the history, how many times asset has been repaired and which vendor has repaired the asset.

Yes, our application keeps record of asset logs for compliance purpose.

Yes, You can upload multiple documents for any asset.

Yes, each asset shall have record of previous incidents.

User Portal

User can do below in user portal

  • Log ticket
  • Raise Service Request
  • Provide Feedback
  • Escalate issue
  • Search in Knowledge Base
  • Talk to BOT

No licensing is required to use user portal.

Enterprise Service Desk

Admin can add the articles in the knowledge base or technician can add the incident or problem in the knowledge base.

Yes, you can define the category of knowledge base article and define the approver. whenever technician will add any article, it will be published post appropriate approval.

Yes, when you are creating the article, you can define who can access the article. You can define the access for all user or based on support department.

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