1. How does the Free 30-day Trial work?
   
   After you signup an account, you get instant access to all DéenstDesk features for 30 days. We don't require a credit card during the trial, so you get to try DéenstDesk obligation-free.
   
   
2. Am I eligible for any discounts?
   
   Discounts and offers may vary from account to account. Request you to please contact our DéenstDesk team for further information on this.
   
   
3. What happens at the end of the trial?
   
   Our DéenstDesk support team will email you before your trial expires. If you decide not to subscribe at the end of your 30-day trial, your account will expire. If you want to reactivate again please contact DéenstDesk team.
   
   
4. How will you bill me?
   
   Please contact DéenstDesk team for further details.
   
   
5. How is the licensing model of DéenstDesk?
   
   Service agents need individual access to your custom DéenstDesk. DéenstDesk licensing model is based on the license per service agent.
   
   
6. Can I change plans at any time?
   
   If you want to change plans, please contact DéenstDesk team.
   
   
7. How to change my owner email address? The address used during my trial is not the address I want to use as an agent.
   
   We can’t change the email address once you registered.

1. What is an incident?
   
   An unplanned interruption to a service or reduction in the quality of an IT service is defined as an incident.
   
   
2. What is SLA?
   
   Service Level Agreement is an Agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple Customers.
   
   
3. What type of training and support should you provide to staffs who handle incidents?
   
   Adequate amount of technical training should be provided to the staff depending upon the support level.

1. What do the colored rectangles next to Tickets mean?
   
   Based on the ticket escalation points, different colors will be displayed. Green color will be displayed until escalation point 1 reached, orange will be displayed until escalation point 2 reached, red will be displayed SLA breached.
   
   
2. Can I change which organization a ticket is assigned to? I have a few tickets I’d like to migrate to another organization I’ve setup. Is there a way to do this?
   
   In the current release we don’t have an option to migrate one organization tickets to another.
   
   
3. What are Service Agents?
   
   Service Agents are members of your organization, who will receive and resolve tickets raised by the end users.
   
   
4. Sometimes I want to follow up more than a month later with a user's issue, to make sure everything worked out or to request feedback. How can I reopen a closed ticket?
   
   Closed tickets can’t be reopened; only resolved tickets can be reopened.
   
   
5. Is it possible to delete my own comments?
   
   No. This is to make sure that there are no manipulations from the service agent end as well in providing fair resolution to the end user.
   
   
6. Does an agent need to be an administrator to delete a ticket?
   
   Unfortunately, there is no option for deleting a ticket.
   
   
7. Is there a way to manually edit/ change the date that a ticket was solved?
   
   There is no manually editing the resolution date in the DéenstDesk application. System will automatically set the date based on the resolution.
   
   
8. Some tickets that were resolved several days ago have now appeared in my inbox as 'open' again. Does that mean my users are re-opening them somehow? Or what's causing this?
   
   The end user (or the Ticket owner) verifies the resolution provided for the incident raised, and in case he\she is not satisfied with the resolution, the ticket is reopened. In such an event the ticket status will be changed to reopen and will re-appear in the assigned list.
   
   
9. Can I create multiple users in case I have large number of End Users?
   
   Yes, we have a provision to import users from a CSV file. To know about the detailed process for the same, please download the document from the DOWNLOADS page.
   
   
10. I need to make two tickets (ok 4) out of one. How do I do that?
    
    We don't have a way to clone tickets. Our process is to copy and paste the 1st ticket into the new ticket form.
    
    
11. What explorers and version are supported by DéenstDesk?
    
    Firefox 3.6+ (Windows & Linux), Internet Explorer 6 to 9, Google Chrome.