General Questions
What is the deployment mode of the application ?
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.
What is the licensing model?
Application is available in both Subscription & Perpetual licencing model. However perpetual is applicable only for the On-Premise and Customer's cloud instance.
What is the structure of pricing ?
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.
How can i receive the prices ?
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.
How can i see the product demo ?
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.
How long does it take for deployment Do you comply the ITIL based processes ?
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.
How long does it take for deployment ?
Usually it take 3-4 weeks for full deployment, however deployment timelines vary depending on the size and requirement of the organisation.
Do you comply the ISO 20000 standards ?
Yes, if your organisation want to do ISO 20000 certification. We ensure that all our processes are aligned as per your audit requirements.
What if i need some customisation in application as per our requirement ?
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.
What kind of technical support do you provide ?
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.
How product setup & configuration will be done ?
Usually it take 3-4 weeks for full deployment, however deployment timelines vary depending on the size and requirement of the organisation.
What are the advantages of buying ZServiceDesk+ over other ITSM tools ?
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.
How long does it take for deployment ?
Below are the key benefits for you, if you choose our ITSM tool to manage your IT services.
Enterprise Service Desk
What are all features i will get in 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.
I have multiple business units & multiple locations, can i use the same tool ?
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.
Can i provide the remote support via your application?
Yes, you can provide remote desktop support on windows PCs if PCs are connected within LAN. We don't support Remote Desktop over internet.
I have different working hours at each of my office location, will this application be able to track the SLA for all locations?
Yes, different working hours or support window can be configured in our SLA section and our application shall be able to calculate the SLA.
You have in-build approval work flow for changes and service request ?
Yes, we mail approval workflow over the emails, which can be configured for both Service Request and Changes.
Can i configure the escalations?
Yes, You can create the escalation matrix and notify them over email.
Can i use our own SMS gateway?
Yes, we can provide integration services to use your SMS gateway.
Can i create service request templates for easy access?
Yes you can create unlimited service request templates.
IT Asset & Inventory
How is asset licensing calculated?
Based on number of assets.
Can I track asset lifecycle?
Yes, procurement to disposal.
Can I manage software licenses?
Yes, license tracking available.
Does it support asset audits?
Yes, audit tracking supported.
Can I assign assets to users?
Yes, user mapping available.
Can warranty details be tracked?
Yes, warranty reminders supported.
Can asset depreciation be managed?
Yes, depreciation tracking included.
Does it support barcode scanning?
Yes, barcode support available.
Can vendor details be managed?
Yes, vendor database supported.
Is hardware inventory automated?
Yes, automatic discovery available.
Can peripherals be tracked?
Yes, peripherals included.
Can reports be generated for assets?
Yes, asset reports available.
Can maintenance schedules be tracked?
Yes, preventive maintenance supported.
Does it track software usage?
Yes, usage tracking included.
Can I import asset data?
Yes, bulk import via Excel.
Does it support cloud assets?
Yes, cloud inventory supported.
Is compliance tracking available?
Yes, compliance management supported.
User Portal
What can be done from 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
Do i need to by any licenses to use user portal?.
Do i need to by any licenses to use user portal?
No licensing is required to use user portal.
Knowledge Base
Can I create knowledge articles?
Yes, unlimited articles supported.
Can articles be categorized?
Yes, category management available.
Can users rate articles?
Yes, feedback system included.
