| Prices (per month) | Standard EditionSTD | Professional EditionPRO |
|---|
| Summary Description | An entry level solution for small businesses | A complete, turnkey solution for complex businesses |
| 5 Customer Service Representatives | $49 | $75 |
| 10 Customer Service Representatives | $75 | $99 |
| 25 Customer Service Representatives | $149 | $199 |
| Unlimited Customer Service Representatives | $249 | $299 |
| 24/7 customer support included | X | X |
| Free lifetime upgrade | X | X |
| Unlimited amount of customers | X | X |
| Customer Desk Features | Standard EditionSTD | Professional EditionPRO |
|---|
| Highly customizable: Ability to change Customer Desk appearance. | X | X |
| Integration with your website: Application is specially designed and developed to allow fast and complete integration with existing customer's website. | X | X |
| Multilingual user interface: English, Spanish, French, Swedish, Dutch, Portuguese,Traditional and Simplified Chinese and Japanese user interfaces. More languages will be available soon. | X | X |
| Requests Submission: Customers are able to ask, review or update questions to the support staff. | X | X |
| Automatic email notifications: The system automatically generates email notifications when issues are resolved or updated by the support staff. | X | X |
| Frequently Asked Questions: Searchable Knowledge base of frequently asked questions helps to find answers to related problems or questions. | X | X |
| Discussion Forum: Customer's community where they can find solutions, advices, discussions and friends. | | X |
| Idea Exchange: Dedicated "ideas" forum for customers to post, vote, comment and see what is planned to deliver. | | X |
| SSL security option: Secure customer communication through the Customer Desk site using 128-bit encryption. | | X |
| FAQ access restriction: Access to certain FAQ topics may be restricted for each customer individually. | | X |
| E-mail Interface: Allows customers to submit requests via email. Attachments will be linked to the request. | | X |
| Customer Registration Control Options | Standard EditionSTD | Professional EditionPRO |
|---|
| Self registering: To submit requests customers need to register for the first time to create a separate password-protected account. | X | X |
| Simplified: Seamless registration while submitting requests with e-mail and name only. | X | X |
| Restricted: Customers are created and provided with login info by support staff only. | X | X |
| Custom Registration Integration: Ability to customize registration to allow possible integration with customer's own registration form. | | X |
| Mixed mode: Combines self registering with automatic registration/login from any third-party site/application. | | X |
| Support Desk Features | Standard EditionSTD | Professional EditionPRO |
|---|
| Web-based: All the functionality is accessible through the Web. | X | X |
| Staff Management: Ability to create, update and delete support staff records. | X | X |
| Product/Area Management: Ability to create, update and delete your company's support site products/areas. | X | X |
| Customer Questions Management: Ability to resolve or update customers' questions as well as searching through a questions database for a related answer. | X | X |
| FAQ Knowledgebase Management: Customer support staff has an easy way to create and update the FAQ Knowledge base records or to search through FAQ database for a related answer. | X | X |
| Automatic email notification: The system automatically notifies support staff when the new request has been sent or when the existing issue information was updated by the customer. | X | X |
| Security: The site is secured by a unique user Id / password combination to prevent unauthorized access to the site. | X | X |
| Easy Customization: All features may be customized through easy to navigate web-based forms. | X | X |
| Newsletters wizard: Allows sending newsletters to customers. | X | X |
| Assignment Rules: The system allows setting rules for automatic questions assignment to customer service representatives according to the product, company or domain. | X | X |
| Role-based permission: Ability to manage user access rights for "Knowledge Base", "Questions", "Customers" and "Reports" tabs in Support Desk. | X | X |
| Reports: Build-in reports to gather statistical informational with optional charts. | X | X |
| Spell Checker: Checks spelling online in customer support replies. | X | X |
| Discussion Forum Management: Maintain and participate in customer's community. | | X |
| Idea Exchange Management: Obtain and share customer's or own ideas, show what is planned to deliver. | | X |
| SSL security option: Secure support staff communication through the Support Desk site using 128-bit encryption. | | X |
| Mail Integration: Allows customers to submit help desk requests via email. Attachments will be linked to the request. | | X |
| Mail Rules: Ability to assign certain products/areas for different groups of questions coming through email interface. | | X |
| Custom Fields: Ability to create custom fields for the user registration and request forms. | | X |
| Escalation Rules: Ability to set rules for automatic escalation of customer request according to the time, status, product and other criteria. | | X |
| Response Templates: Ability to create typical response templates to streamline support staff answers. | | X |
| Third-party Software Integration: CRMdesk can be integrated with BUGtrack - bug tracking and project management software. | | X |
| Web-Query: Ability to create web-query to the CRMdesk database. Query result is available in the XML or HTML format. | | X |
