Q: Does HelpDesk offer an educational discount?
A: Yes. bigWebApps HelpDesk is available to not-for-profit organizations at discount rates up to 20%. Please refer to our pricing page for more details.
Q: Can users be imported from an existing database?
A:Yes. You can download our User template in Excel. By using this template you are able to upload your logins within the configuration section of the application.
Q: Can your product be personalized to fit the needs of a non-IT helpdesk?
A:bigWebApps HelpDesk is designed to handle issues for any types of service requests. Most of the information fields are user-defined making it simple to address specific needs for individual clients.
Q: Can internal client information from Outlook be pushed through to your application?
A: Yes. We have a standardized form where we can import your data for free. If there is a need for customized importing, there will be a minimal charge. This is usually not necessary.
Q: How can I be sure that my customer list is protected and secure?
A: bigWebApps HelpDesk is hosted at the Verizon facility in Atlanta, GA. This location provides industry-leading security from all potential threats to your data. bigWebApps will never use your customer data for any purpose. This is stated in the HelpDesk Service Level Agreement.
Q: We are a large organization—over 100 locations—what is the maximum number of sites supported?
A: There is no limit on the amount of locations used in the bigWebApps HelpDesk system. HelpDesk can support any organization from a single site to a large corporation. The pricing schedule for HelpDesk is based on the amount of technician’s license in the system. The system administrator for your account has the ability to add as many standard users and locations as necessary.
Q: Are hosting fees included in the base price?
A: Yes. The base price includes hosting fees as well as all maintenance fees, full support, and upgrades to bigWebApps HelpDesk.
Q: How many users are included in the base price?
A: Unlimited standard user license are included in the base price. These license can be used for end users and super users.
Q: How long is my subscription?
A: The base price is for a one-year contract of bigWebApps HelpDesk. If you would like a longer-term deal, please contact one of our account managers.
Q: Can I install HelpDesk on my servers?
A: No. bigWebApps HelpDesk is a web-based software as a service. The application is hosted by bigWebApps and is included in the annual licensing fee.
Q: What is the maximum number of service requests that can be handled in a year?
A: bigWebApps HelpDesk has been designed to be scalable to any size. There is no limit as to how many service requests that can be entered over the course of a year. With pricing being based on the amount of user license, the amount of submitted tickets is unlimited.
Q: Can I manipulate the graphics on HelpDesk so that my company name and logo are shown?
A: Yes. It is a very easy process for you to tailor the look of bigWebApps HelpDesk for your organization. You can simply upload your organization's logo in any of the major graphic formats (i.e. jpg, gif, tif).
Q: Can you download data from HelpDesk to an Excel spreadsheet?
A: Yes. All data can be downloaded in an Excel spreadsheet from within the solution. This service is included once you begin using bigWebApps HelpDesk. Also within the application there is an export feature that allows you to export ticket and asset data into any product that supports XML.
Q: What are the browser requirements (platform, version, application) for clients wishing to submit a service request? Does bigWebDesk support Linux?
A: bigWebApps HelpDesk is operating system independent (Macs and PCs) and supports Internet Explorer 7.0 and higher, and any version of Firefox.
Q: How can I register as a new user?
A: You can get access to your own custom demo by going to our request a demo page.
Q: Are you completely web-based (100%)?
A: Yes. bigWebApps HelpDesk is a fully web-based application that is hosted, maintained, and upgraded by our in-house developers. This lessens the load required from your team providing them more time to support issues throughout your organization.