Sales and Billing

1. What do I get in the 15-Day Free Trial of Helpdesk Pilot?

You can experience the full functionality of the latest version of Helpdesk Pilot in the trial version. We do not want to rob you of the excitement of seeing any part of the software. We have even enabled all Plugins for you, except the LDAP Plugin (This plugin works with your Windows Active Directory. Since the connection between your active directory and the trial on our server cannot be established, this plugin is unavailable)

2. What languages do you support currently (User Interface)?

We have just released Helpdesk Pilot 4.4.0 with Catalan language support. This is in addition to the other languages we already support-English, German, Dutch, Russian, French, Spanish, Polish, Danish, Portuguese (Brazilian), Norwegian, Portuguese (Portugal). We are working towards adding support for more languages. If you don't find one, just ask.

3. Does switching from an older Free version to the Commercial edition require an all new installation?

No, you don't have to go about installing your scripts again. Just replace a few files and you'll be done. You don't loose any data or settings either.

4. Do you offer a free installation service for your helpdesk software?

Yes, we can remotely install and setup Helpdesk Pilot for you. Just contact us and we would schedule a remote installation of Helpdesk Pilot on your server. The software installation service is 100% free.

5. Can Helpdesk Pilot convert emails sent to say, support@example.com into support tickets and display in your interface?

Yes, Helpdesk Pilot can convert all incoming emails into trackable tickets that can be answered by staff using the Administration Panel.
Helpdesk Pilot does downloads emails from a POP3 mailbox and converts them into tickets. Using the ticket submit page (Web based interface to submit new tickets) is optional.
This allows yours customers the luxury of submitting new issues from their own email client instead of having to filling out forms.

6. Is the knowledge Base plugin part of the basic package?

No. Knowledge Base is sold as an independent plugin at $49.95. Knowledge base plugin can be purchased to work with any commercial or free edition of Helpdesk Pilot.

7. How do I purchase add-on staff licenses?

In case you have a requirement for more staff licenses, Helpdesk Pilot offers you exactly what you want. You can choose from the four options below:

Number of staff	Price	Price per Staff
5	$119	$23.8
10	$199	$19.95
20	$349	$17.45
50	$849	$16.98

8. Will I get priority support and free upgrades when I purchase commercial edition of Helpdesk Pilot?

Yes, all customers receive 6 months free priority support and upgrades starting from the date of the purchase. At the end of 6 months you can choose to renew your priority support & upgrades contract.
You can continue to receive priority email support and upgrades by extending the support and upgrade contract. You can enjoy another year of priority support and upgrade for a nominal fee of $49.95 for Standard, $59.95 for professional and $69.95 for corporate edition.

9. I am a paid customer, how do I avail priority Support?

If you are a paid customer you can visit our customer portal at - http://my.helpdeskpilot.com for priority support. You would need to create a new account for the first time.

If you are unable to access our customer portal, you can submit your questions from theContact us page.

Installation

1. What software should I have on my server before installing Helpdesk Pilot?

All you need on your system is a Webserver (Apache, IIS), PHP (with IMAP extension enabled), a MySQL or MSSQL database and a browser.

2. Why do I need IMAP enabled for PHP to install Helpdesk Pilot?

Though Helpdesk Pilot can be installed without IMAP support, the entire functionality of the software is best seen when incoming emails are converted into Tickets. For this to function, your PHP should be IMAP enabled. You can still use the system, with your customers raising support queries through the form on the customer portal if you do not have IMAP enabled.

3. My Host doesn't provide PHP with IMAP support. Does that mean I cannot use your software?

No, you can still use Helpdesk Pilot. Except that, you will not be able to have your incoming emails converted into support tickets. Support tickets can only be created through the web form available on the customer portal or in the admin panel.

4. What are the databases that Helpdesk Pilot works with?

Helpdesk Pilot works well with MySQL (version 3.0 onwards) and MSSQL 2000, MSSQL 2005.

5. I am unable to access the install script, though I have copied all the files to my web server. (to explain permissions)

Please ensure that your helpdesk directory has appropriate permissions. The install script requires read and execute permissions, as do the other files in the helpdesk directory. The file /includes/configure.php should have write permissions (777).

6. How can I allow you to do the remote installation for me?

We are open to any mode of remote assistance that suits you best. The options include using Windows Remote Desktop, Apple remote Desktop, VNC. We also use cSpace, which is a highly secure and dependable user-to-user communication tool which allows Desktop Sharing.

7. What Operating Systems can Helpdesk Pilot be installed on?

Helpdesk Pilot is based on open source technologies that are truly cross platform. So no matter whether you are on Windows, Linux, FreeBSD, Unix or any other OS that runs a web server (Apache, IIS) you can have Helpdesk Pilot running for you.

8. Can I use a WAMP/LAMP package to install Helpdesk Pilot?

Yes, this is probably the quickest method to try out Helpdesk Pilot and see if it fits your bill. You can use any of the popular Apache, PHP, MySQL packages out there. We ourselves recommend using Vertrigo Server on Windows machines.

Support and Upgrades

1. Can I upgrade from one edition of Helpdesk Pilot to another?

Yes, we understand that your requirements might have scaled. You can simply upgrade to the version of your choice by just paying the price difference + $29.95 upgrade processing fees.

2. Will I lose any data during up-gradation? What should I watch out for?

All your data will be kept intact when you upgrade. All you need to watch out for is not to overwrite the following directories and files during upgrade,
/attachments
/images
/lang (if you have made any changes to the language)
/includes/configure.php
/plugins (if you have installed any plugins previously)
Also, we strongly recommend that you backup your database before the upgrade process.