Questions people ask
Straight answers, including the things we cannot do yet.
Questions people ask
What is help desk software, in plain words?
It is one place to collect every customer question — from email, chat, phone or your website — so that none are lost, each one has an owner, and you can see how long they are taking.
Can I give each of my clients their own account?
Yes. Each client gets a separate account with their own staff, customers, requests and settings. One client cannot see another's data: the rule is enforced by the database, not by the software remembering to check.
Can I put my own logo and name on it?
Partly, today. The chat box on your client's website can carry their name and colour with our name removed. The customer help page carries the client's name and colour, but our name is still shown at the bottom and a client logo cannot be uploaded yet. Both are being worked on.
Can I use my own web address, like support.mycompany.com?
Not yet on our hosting. The software has the full set-up for it — you prove you own the address with two DNS records — but the certificate side is not finished, so for now your clients use an address ending in merlindesk.com. On your own server you can put it behind any address you like.
Can my customers see their own tickets?
Yes. They sign in with a code sent to their email, then see every request they have sent and all the replies. You can also let people write in without an account at all.
Does it work with WhatsApp?
The software supports WhatsApp, SMS, Facebook, Instagram, Telegram and Slack, but you connect your own provider account. On this demo they are switched off, so nothing is really sent.
Can I move my tickets over from Zendesk or Freshdesk?
Yes. There are importers for Zendesk, Freshdesk, Zoho Desk, Intercom and Help Scout that bring the tickets and their history across.
Can I run it on my own server?
Yes. The same software runs on your own machine with a licence key that works offline. Nothing is sent back to us. You need 2 processors, 4 GB of memory and 20 GB of space.
Does it work in Hindi?
Help articles do — you can write them in more than one language and customers pick. The screens your staff use are in English for now.
What does it cost?
There is no published price yet. It is in review. Write to us and we will talk about what you need.
Does it work on a phone?
Yes, in the phone's browser. The screens fit a small display and can be added to the home screen.
How long does it take to set up?
An account is ready in minutes. Connecting your email address, writing your first help articles and setting your reply times is usually an afternoon.