Frequently Asked Questions

Please, read the most Frequently Asked Questions related to the using of our software. If you have a question that is not answered below, please contact us.

How does Scopedesk work?

Scopedesk is based on an outsourced environment. When you place a link to Scopedesk on your site, your customer is actually connecting to the service on our server. All your data are stored on the outsourced server, too.

What do I need to run Scopedesk?

Scopedesk does not requires any hardware, software, plug-ins, downloads, or programming languages installations. You will receive an address link via email with a short guide on Scopedesk usage.

Can I host Scopedesk on my own servers?

No, Scopedesk is a 100% software-as-a-service solution, which requires no servers to configure, maintain, or update.

Do you offer any discount on the large number of accounts?

Yes, please contact us for more details.

Do I need to enter my credit card info for Free Trial?

No. To start using our service in free mode you just need to sign-in and to follow instruction.

How difficult is it to start the service?

It takes no more than 10 minutes to have Scopedesk start and running.

Can I have my customers include info like company, email, etc. when they’re creating a ticket?

Yes. You can define custom fields in your data entry form. You can add simple text fields for short texts such as email addresses; select lists, and radiogroups.

Where is my data hosted?

The Scopedesk servers are provided, maintain and hosted by Enciva/NYI in New York, USA. The platform is fully SSAE 16 Type II Audited (Formerly SAS 70) compliant. A modern routing equipment with high-performance network and Oracle database servers ensure an outstanding availability to all Scopedesk customers.

Do customers have to download anything?

No, Scopedesk does not require any download, plug-ins, or applets on the visitor’s side.

How many Agent seats does my account require?

It depends on the vastness and complexity of your site or business. If you have a huge site with multiple departments you will need to have more than one agent.

Which payment methods are accepted?

We accepts the following payment methods:
– Credit card (including MasterCard, Visa or American Express) via secure online order forms.

Can I keep my settings after my Free Trial expires?

Yes. All of your settings will continue uninterrupted when you sign up for paid subscription, and you’ll be able to add an extra settings.

Can this service be branded?

Yes, the service can be branded for an additional charge.

Can I create predefined answers if I know I’m going to be asked the same questions by most customers?

Yes. You can create predefined answers inside your account administration area. After you set up predefined answers, your agents will be able to choose them by use of drop-down field in the agent console and optionally edit or customize these messages as necessary before they are sent to the customers.