HelpDesk

The best HelpDesk for small business website owners

주석: Customer Support was hard to get a hold of through Shopify App and took over a week to get help and then was told I cannot use my HelpDesk on Shopify I would have to start over with a new account.

장점:

Features, layout, tags, spam blocking, email signature in outgoing emails, domain verification for outgoing emails so it has our email address

단점:

You can not integrate with Shopify unless you start a whole new account with a different domain and email then you have to start all over from scratch. Very disappointed as I have an integration with LiveChat but HelpDesk is separate for some reason in Shopify and they are the same company.

A good ticketing system that's worth checking out

주석: We chose to move forward with HelpDesk because we were already using LiveChat and ChatBot. While I don't know if it would have been my first choice of a support ticket management system, it has honestly surprised me as I've become more familiar with it. The customer service, just like we've experienced with all of their other products, is top-notch. I can't count the number of other vendors who stick random people behind their chat and phone support who know nothing about the product and are a stone's throw away from being absolutely useless. That couldn't be further from what you get with HelpDesk or any other Text Inc. product. When initially going through the setup process, I needed to be in contact with them quite a bit. Every single person I have interacted with at the company has been knowledgeable, helpful, friendly, and personable. They have gone out of their way to make sure my questions or issues are resolved to my satisfaction before ending the conversation. There's none of that "rushing you through a conversation as quickly as possible" to keep up with some arbitrary metric someone came up with. They stay with you until they figure things out, or they open a ticket to escalate the issue to someone who can assist you further. Obviously, it's made an impact on me, and I will share this with anyone who will listen.

장점:

I love that HelpDesk integrates with the other products we're using from Text Inc., like LiveChat and ChatBot. It allows our team to easily and automatically keep track of questions, feedback, requests, and other items we don't want to slip through the cracks. The customer service is absolutely second to none. They also have a free trial, which was very helpful in letting us get our teams into the platform to figure out if the software was something we could make work for what we wanted to accomplish.

단점:

The platform is geared towards providing support for a singular company. We provide support for a large number of clients, and while HelpDesk is sufficient to do what we need it to, I wish there were more thought put into supporting multiple companies from one dashboard.

Helpdesk needs more work to be optimum for us personallly

장점:

AI summary is a great feature. Apart from that its a quite basic version of a helpdesk to be honest

단점:

I mean the helpdesk need quite a bit of updates to be suitable for a multi-brand environment. We use tags to seperate departments because the groups are being used for different brands. So there is no other option to seperate departments. Development launches from helpdesk side seem quite slow as well. Cannot change design of contact forms as well to fit different website styles.

Enjoying Help Desk!

주석: HelpDesk has made our response time and accuracy much better when helping customers. Before, we were missing emails in our inbox and customers were not being responded to. Now we have happier customers and less customer emails that are missed!

장점:

I love that it makes it easier for our customers to reach out to us after hours and keep track of requests. This keeps our company email inbox low as everything goes to HelpDesk!

단점:

I do not like when we have blocked a spam email from sending us HelpDesk tickets, and they still come through. We request to block the email again, and the system tells us they are already blocked.

Great experience with Helpdesk so far

장점:

Love the interface and ease of use. The interface and workflow is intuitive and easy to work in.

단점:

Looking forward to new features about segmenting users and customers who submit tickets.

We have what we need, but there is always what to improve

주석: Everything is suitable and in the end of the day does the job

장점:

Great to have a form for customer to fill which was easy to implement in the website and to start gather tickets

단점:

We needed different inputs to a form and we were unable to create custom inputs or text box to gather more specific information from customer, for example remote software login details or warranty number. Also we lack of analysis data, we cant know which our selling products receive most tickets.

Knowing where your data is kept is important when It comes to customer support

주석: Very good, support easy to work with and the plans are reasonably priced

장점:

It's easy to use and not too hard to integrate with websites. The UX/UI is important.

단점:

The custom support email section is hard to understand and still not sure if set up correctly, or if there are any additional steps to take

Good tool for any business

장점:

It easy to use and really good program and very useful

단점:

Other companies that offer this kind of app, most of them are free not separately paid. Thats the only advantage of others.

Easy to use!

장점:

HelpDesk is very easy to set up and start using. I find it especially helpful for some of our non-technical co-workers, compared to other support software we've used which required some extensive instructions to help onboarding coworkers.

단점:

Certain actions can only be done using the multiple select checkbox, for example closing a single ticket either requires you to go into the ticket and update the status, or use the multiple select checkbox to close a ticket. The spam filter is also quite annoying, while it does block a lot of spam emails, we've missed quite a few non-spam tickets, resulting in upset clients.

HelpDesk Experience

주석: Great experience with HelpDesk. Been using this tool to effectively communicate with patients and doctors. Easy to navigate and use.

장점:

What I like the most about helpdesk is it's easy to navigate and easy to find all the necessary information of the clients.

단점:

There are no language translations available. Sometimes, customers write their concerns in their native language, so I'd like to see translation as a future feature.

Efficient Help Desk solution

주석: Even though in our business model we don't deal with as many clients as say a manufacturing company, it is still important to solve clients' inquiries on time.
Being a small company, without the integrations and the efficient management, that wouldn't be possible.

장점:

The feature I like the most that influenced me to choose HelpDesk is the ability to integrate it with a plethora of different platforms and automate a lot of processes. At this stage of growing our company, we are focused on streamlining our workflow and optimizing the usage of the resources we have.

단점:

I don't think there are many things they got wrong. We had some glitches and slowdowns on certain occasions. Also, I think a sound notification when a new message arrives could be helpful.

Helpdesk

주석: We purchased this program to help us with ticket management, as we were handling our customer service tickets through regular email. This system does allow us to do that. However, the system is not customizable, and it is very cumbersome and clunky. I would definitely not recommend this system to anyone else.

장점:

-- Provides an easier way to manage requests that come into our business than through regular email. -- Gives an option for writing internal notes so that agents can make private comments to one another inside tickets for background -- Keeps all our support requests in one location so they are easier to find and manage than regular email

단점:

-- Templates / emails cannot be customized without knowledge of HTML -- Poor customer service -- we have submitted tickets as well as chatted with CS on issues that required further investigation on their end. They have told us each time they would get back to us, but they never have. If they can't resolve the issue right at that moment, we never hear from them again. -- Our automated responses that we have set up to trigger when someone submits a ticket go our to every agent, every single time someone submits a ticket. Very annoying. The automated responses also become part of the ticket thread, which makes the threads long and cumbersome. We have asked them to please shut this off, and have been told they cannot do that.

Needs improvement

주석: Not very good. It's a simple ticketing system that I'd recommend for beginners or small businesses, but it's not suited for mid-sized companies or experienced agents. Helpdesk keeps coming out with new features that are cool but not a necessity, yet it ignores fundamental features like being able to sort your ticket list.

장점:

it's easy to learn and provides an easy transition for those already using livechat.

단점:

It's lacking some basic features of a ticketing system such as sorting a list or controlling default ticket status actions. The tool is also very flawed in it's design such as being unable to hide another team's shared view from the menu despite not being able to see it's contents; it just clutters the menu unnecessarily. It can also be buggy on both the application and web app such as being unable to type into the textbox after trying to tag another agent in private chat. It happens intermittently on occasion and workaround is to switch to the other platform.

Operations and Admin use with My Secure Advantage Inc. (MSA)

주석: We love it. We use HelpDesk, LiveChat, and ChatBot

장점:

We love the ability to quickly process support and/or member-facing requests through the website or the App.

단점:

N/A - Support isn't available live since we are on the west coast of the United States and y'all are in Poland. Even though we have to submit tickets, support has been very quick and collaborative

Buena herramienta para la gestión de tickets y priorizar soluciones

장점:

Todas las solicitudes, dudas y comunicaciones están en un solo lugar y son más fáciles de encontrar y administrar. Puedes en el futuro revisar respuestas y tener un repositorio de incidencias y soluciones. Mucho más efectivo que el correo para que todo el equipo tenga a mano la información.

단점:

Echo en falta algunas opciones más avanzadas que ofrecen otras soluciones de Helpdesk, aunque estoy aún probándola y en general no me disgusta en absoluto

Very Useful to start a Helpdesk experience

주석: Overall Helpdesk has been great for me to begin using a ticket system. Before we where using Helpdesk it was difficult for my team to keep track of which problems were solved and who was responsible for them, but now my agents always know what they are responsible for and they are able to see each ticket though to completion.

장점:

Helpdesk is very easy to get started with and is extremely affordable compared to other options. It was very easy for me to already use our existing Helpdesk email address and give my agents a way to track their tickets. The software is very easy for my agents to understand and it is great that they can access it online anywhere.

단점:

I would like to see an option for omnichannel so we can respond to customers in the medium they use to first reach out rather than always have to redirect to our support email.

So easy you can't pass it up!

주석: It's been a pleasure to use and has made my job so much easier!

장점:

There is really no learning curve for using this software. From the first day you are ready to go, helping your clients, and getting feedback for your services. They are very receptive to feedback and are constantly improving the software. Love it!

단점:

I love it!! This software is so easy to use I don't have any complaints.

mixed bag

주석: We definitely use the ticketing every day and it is easy enough to use. Now that the pricing schema has changed, we are much less happy because we have to pay for LiveChat which we only use as user interface on the website and the HelpDesk pricing is slightly too high in our view.

장점:

The integration was pretty easy, and the reliability is great, we never had one failure in 3+ years of using it. The support team is great and reacts almost immediately.

단점:

- Lack of a proper mobile app- when used in a mobile browser, almost impossible to use- no plugin for WordPress- we have to use LiveChat as well although we don't want it, as it has a WordPress plugin and HelpDesk does not. So we have to manage two environments.

love help desk

주석: I overall love helpdesk. It is very easy to use and i love it better than other things we have used for emails.

장점:

i love that it is very easy to use and not complicated at all.

단점:

it can be a little slow with loading emails sometimes.

Helpdesk - Dradni Group

주석: We use helpdesk for tickets, verification codes and sales tracking. I am impressed with its features.

장점:

I like the way it’s easy to use, the layout of it and the functionality both plans offer

단점:

I dislike the introduction of the new plan rather suddenly, taking away features of the team plan.

Great Live chat for Instant communication

주석: We are happy with the Livechat, it has given our customers a way to ask us immediate questions and us be able to support them in real time vs an email contact system

장점:

We like the easy integration and ability to show the live chat on the pages we pick, rather than all. Short cuts are a great time saver as we get multiple queries for support so we can send them off

단점:

We don't have many issues with software, just the people on the other end :)

Easy to use customer service software

주석: Our main goal is not to have customer support but we know that's nearly impossible. We integrated the API with our SAAS and users can request customer support in a matter of 2 clicks.

장점:

It is very easy to integrate with any kind of product. Users in our SAAS can now in a matter of 2 clicks give us feedback or request some customer support.

단점:

None, I really love how easy was to set up with out SAAS

Best software to use

장점:

it makes customer interaction and resolving queries easier.

단점:

there is nothing bad about the software honestly.

Good Choice

장점:

The clean design and ease of use are what I like most about HelpDesk.

단점:

A direct print option would be nice to have.

Helpdesk & Pyzel Surfboards

주석: Overall my experience has been fantastic. Helpdesk has helped our employees in different location come together to support customers quickly and easily.

장점:

From integration to customer support, Helpdesk was in fact the most helpful asset to provide our customers and will continue to be for the foreseeable future.

단점:

There could always be more customizations on things like widget format and email format, but generally speaking everything is great.