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General FAQs

1. Who is DeskAway for?
2. What exactly do I need to get/ use DeskAway?
3. How much does DeskAway cost?
4. Will I be able to try DeskAway before paying for it?
5. Can we run DeskAway on our own servers?
6. What about security? How secure will your servers be?
7. How are people using DeskAway?
8. Can I ask users outside of my organization to participate in my DeskAway account?
9. Are there any IT requirements or downloads required to set up my DeskAway account?
10. What are the advantages of a hosted project management tool vs. one that is on an in-house server?
11. Do you offer a discount for non-profit organizations?
12. How do I cancel my account?
13. What steps do we follow to change our present plan?
14. Where can a user view the entered text under 'Quickies'?
15. What is the Timezone feature?
16. Do you offer SSL Security?
17. What appears on the dashboard when I login?
18. Does DeskAway include a discussion forum?
19. Is DeskAway compatible in any way with Microsoft Outlook? Syncing or Sharing desktop data?
20. Do you white label your DeskAway solution?
21. How do my consultants/contractors enter details about what they did when they worked on an issue / task. How do I keep track of their billable time?
22. Where do you define categories for projects?
23. Can I change my DeskAway password?
24. Sometimes, I cannot login to my DeskAway account?
25. How do I upgrade my account from an already paid plan to an annual plan?
26. How do I upgrade my account from a free plan to a paid plan?
27. What is SSL and does DeskAway support it?
28. How do I enable SSL?
29. I have enabled SSL but none of my team members see the https:// on the browser?
30. Can I transfer everything from one DeskAway Account to another DeskAway Account?
31. How can I delete project and blog categories?
32. My users not getting e-mails from DeskAway account for any activity in a project?
33. How can I send e-mails to my clients about project updates?
34. Could you please tell me what measures you take to ensure our data is secure? Where are your servers located?


1. Who is DeskAway for?
DeskAway is for teams collaborating on projects/ activities. This could be small to medium businesses, organizations, or groups within large enterprises. Though we feel that DeskAway can be ideally used by creative and technology companies, we have clients in manufacturing, hotel management and HR.

2. What exactly do I need to get/ use DeskAway?
Its simple - all you need is a web browser (IE/ Firefox/ Mozilla etc), an Internet connection (preferably high-speed). No need to download or install anything.

3. How much does DeskAway cost?
We have a free version of DeskAway that will let you manage 1 project with 2 people. Our paid plans go from $25 to $179 per month. For more information, go to http://www.deskaway.com/pricing/index.php

4. Will I be able to try DeskAway before paying for it?
Of course. Our free account lets you manage 1 project with 2 people till whenever you are comfortable to upgrade.

5. Can we run DeskAway on our own servers?
Nope. DeskAway is a software delivered on the Internet so you can access it from anywhere, anytime.

6. What about security? How secure will your servers be?
You can check out our security page for more information - http://www.deskaway.com/security/

7. How are people using DeskAway?
Some of the popular uses of DeskAway are: managing client projects, software development, marketing projects, invoicing and contract management, document management, group communication, developing plans, event planning, team and contact management, report management, managing offsite (factory) work, idea generation and sharing etc.

8. Can I ask users outside of my organization to participate in my DeskAway account?
Yes, this is one of the main benefits of using a hosted project management solution like DeskAway. You can invite people from anywhere and assign them to projects that you want to them to participate in.

9. Are there any IT requirements or downloads required to set up my DeskAway account?
No. You do not need to download any code or plan for any IT support. Simply signup online and get your DeskAway account running in less than a minute.

10. What are the advantages of a hosted project management tool vs. one that is on an in-house server?
  • No hardware or IT personnel investment, i.e. lower costs
  • No software to download, configure or deploy
  • Simple to use - anyone who has used a web-based program like Hotmail or Gmail can use this.
  • Flexible - You pay as you grow. So, you can start with the lowest plan (i.e. the most inexpensive) and as you add more projects, users or file space you can upgrade to the higher paying plans.
11. Do you offer a discount for non-profit organizations?
Yes, absolutely. We extend a 30% discount to non-profit organizations on any of our plans. You will have to prove your non-profit status via some sort of documentation.

12. How do I cancel my account?
Please follow the steps to cancel your account and stop your recurring billing (if you are on the paid plan):
1. Log in to your DeskAway account as an Account Owner.
2. Go to the "Settings" tab and select the "Account Information" link.
3. Click on the "I want to change this Plan" button.
4. Click on the "Cancel" button from the "Choose Your New Plan" page.
5. Confirm your cancellation by clicking on "Cancel & Delete Account".

13. What steps do we follow to change our present plan?
  • Click on Settings Tab - Account Information - "I want to change this Plan".
  • Choose your location and present plan details appears
  • Choose duration for your plan and click on "Upgrade" button
  • Fill Billing Information page and click on "Go to Confirmation page" button.
  • New Plan Information appears and click on "Check-out" button which re-directs you to Payment Gateway site.
  • On a successful transaction, your plan will be changed accordingly.
14. Where can a user view the entered text under 'Quickies'?
When you click on Quickies, it opens up a popup window where you can enter text. You can enter as many Quickies as you like by entering text and hitting enter. All the entries should be viewable on the same popup, below the form.

15. What is the Timezone feature?
Timezone functionality does the following:
  • Adjusts time in the calendar
  • Adjusts any other time that you see in the app. Time is displayed to the user in his/her timezone.
16. Do you offer SSL Security?
Yes, we do offer SSL security. Click here for more information.

17. What appears on the dashboard when I login?
The Dashboard will update everytime a project that you are assigned to is updated with new Milestones, Task Lists, Tasks, Files, People etc. Your Dashboard will give you a quick snapshot of what is happening within all of your projects.

Dashboard

18. Does DeskAway include a discussion forum?
Yes, DeskAway does have a discussion like forum called "Messages" within each project. You can post a topic and have project members start a discussion around it. Check out the tours page for a screen shot of Messages.

19. Is DeskAway compatible in any way with Microsoft Outlook? Synching or Sharing desktop data?
As of now, you cannot synchronize all data to Microsoft Outlook. You can import your contacts to DeskAway (using a .csv file) and subscribe to the Calendar using the iCal standard.
Besides, since DeskAway is completely web-based, you can access your stuff from anywhere, anytime!

20. Do you white label your DeskAway solution?
For sales/marketing/partnerships and reseller opportunities, please email

21. How do my consultants/contractors enter details about what they did when they worked on an issue / task. How do I keep track of their billable time?
Consultants/Contractors can add a comment to the task and issue to tell you what they have done. Additionally, they can fill out the hours for time spent on a task or issue.

This will show up on the time sheet page under the specific project. You can delete any entries that are not billable. Next, take a print out or export the time logs to a spreadsheet.

22. Where do you define categories for projects?
Categories are defined within the 'Settings' page. You need to be a Super User to see the 'Settings' tab. If you have created the DeskAway account, then you are automatically a Super User.

23. Can I change my DeskAway password?
Yes, you can change your password from the login page. There is a link called "I want to change my password".

24. Sometimes, I cannot login to my DeskAway account?
This should not happen. Try removing your cache and refreshing (hold down the 'shift') your browser.

25. How do I upgrade my account from an already paid plan to an annual plan?
Simply login to your account (make sure you are a Super User), click on the "Settings" tab, then on the "Account Information Link". From here you can choose your new plan, click on yearly billing and follow the checkout process.

26. How do I upgrade my account from a free plan to a paid plan?
Simply login to your account (make sure you are a Super User), click on the "Settings" tab, then on the "Account Information Link". From here you can choose your new plan, click on monthly or yearly billing and follow the checkout process.

27. What is SSL and does DeskAway support it?
DeskAway is 256-bit SSL encryption-enabled. What this means is that the data that you send between your computer and the DeskAway server is encrypted. Its like sending a coded message. If you bank online or use ecommerce sites then you have already used SSL. SSL will make it very difficult for unauthorized people to view information traveling between your computer and the DeskAway server.

28. How do I enable SSL?
If you are on a Professional, Plus or Power plan, simply goto the Settings tab -> SSL Security link. You need to be an Account Owner to see this link. Follow the instructions to enable or disable SSL.

SSL

SSL

29. I have enabled SSL but none of my team members see the https:// on the browser?
Please ask your team members to logout and login back again. This should bring the https:// on the browser.

30. Can I transfer everything from one DeskAway Account to another DeskAway Account?
Sorry, at this moment transferring everything from one DeskAway account to another is not possible. You will have to create a new account and add your projects manually.

31. How can I delete project and blog categories?
You can delete project and blog categories by going to the 'Settings' tab and then clicking on the 'Category' link. Here you can click on the trash can icon next to a particular category name to delete it.

SSL


32. My users not getting e-mails from DeskAway account for any activity in a project?
You need to check the following three things.
1. Please make sure that the Project is not silent. Click here for more information on Silent Projects.
2. Whenever you assign a Task to any user make sure that email notification check box is ON
3. Also ask your users to check their spam folder if the emails from DeskAway are going to their spam folder.

33. How can I send e-mails to my clients about project updates?
First, make sure your clients are added as Team members within your DeskAway account. Next, while assigning a Milestone, Task, Issue or Message etc., select the email notification check box to send them an email from the system.

SSL


34. Could you please tell me what measures you take to ensure our data is secure? Where are your servers located?
Our servers are located with Rackspace (www.rackspace.com) in the U.S. All passwords are encrypted and the data is backed up daily with Rackspace. The data resides behind a firewall that blocks unwanted traffic. We also have an option to encrypt the transmission of data through SSL. Please read - http://www.deskaway.com/security/


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