HelpDesk Reviews

The best HelpDesk for small business website owners

Comments: 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.

Pros:

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

Cons:

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.

Great experience with Helpdesk so far

Pros:

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

Cons:

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

Alternatives Considered: Zendesk Suite

Reasons for Choosing HelpDesk: Netsuite is a massive product that is not well suited to customer support. Helpdesk has blown it out of the water in the world of ticket management.

Switched From: NetSuite

Reasons for Switching to HelpDesk: Cost, features, ease of use. We needed something that was quick and easy to set up, and we also already used Livechat and Knowledgebase.

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

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

Pros:

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

Cons:

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

Helpdesk needs more work to be optimum for us personallly

Pros:

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

Cons:

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.

Alternatives Considered: Freshdesk and Intercom

Reasons for Choosing HelpDesk: We didnt have the best experience with Zendesk's Omnichannel, with chats and tickets going through the same inbox and it looks so dated in general.

Switched From: Zendesk Suite

Reasons for Switching to HelpDesk: If we had to switch it would be either Freshdesk and Intercom, but we're hopeful that your product will get up to speed eventually.

Efficient Help Desk solution

Comments: 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.

Pros:

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.

Cons:

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.

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

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

Pros:

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

Cons:

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.

Alternatives Considered: Zoho Desk

Reasons for Choosing HelpDesk: not enough features

Reasons for Switching to HelpDesk: Recommendations from other websites, we tried and it fit our needs

love help desk

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

Pros:

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

Cons:

it can be a little slow with loading emails sometimes.

Helpdesk - Dradni Group

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

Pros:

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

Cons:

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

Good Choice

Pros:

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

Cons:

A direct print option would be nice to have.

Easy to use!

Pros:

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.

Cons:

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

Comments: 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.

Pros:

-- 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

Cons:

-- 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.

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

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

Pros:

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

Cons:

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

Alternatives Considered: JIRA Service Management and Hiver

Reasons for Choosing HelpDesk: Poor support and availability

Switched From: Zendesk Suite

Reasons for Switching to HelpDesk: The intergration of the three products we have HelpDesk, LiveChat, and ChatBot

Very Useful to start a Helpdesk experience

Comments: 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.

Pros:

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.

Cons:

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.

Alternatives Considered: Zendesk Suite

Reasons for Switching to HelpDesk: Zendesk was way too expensive for us as a small business. They have much better features than Helpdesk, but since we are not a large scale company yet we do not need all of the features Zendesk offers and we can not afford to pay for them.

So easy you can't pass it up!

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

Pros:

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!

Cons:

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

Alternatives Considered: Freshdesk

Reasons for Choosing HelpDesk: The price was great and the software was much more user friendly compared to what we were using.

Reasons for Switching to HelpDesk: Price and ease of use.

mixed bag

Comments: 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.

Pros:

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.

Cons:

- 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.

Great Live chat for Instant communication

Comments: 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

Pros:

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

Cons:

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

Easy to use customer service software

Comments: 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.

Pros:

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.

Cons:

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

Alternatives Considered: Zendesk Suite

Reasons for Switching to HelpDesk: Pricing and integrations

Best software to use

Pros:

it makes customer interaction and resolving queries easier.

Cons:

there is nothing bad about the software honestly.

Helpdesk & Pyzel Surfboards

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

Pros:

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.

Cons:

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

Awesome System!

Comments: Overall, this feature has been super useful to my business, highly recommend!!

Pros:

This product is so easy to use. I love the ability to assign different messages to different users.

Cons:

I wish that we would be able to receive a notification sound when we received a message on the help desk.

Better than others I've used

Pros:

I used to use LiveChat ticketing but it wasn't mobile friendly.

Cons:

+ Doesn't have direct integration with ChatBot. + No smileys when replying to tickets.

Alternatives Considered: Zendesk Suite

Reasons for Choosing HelpDesk: Mobile responsive

Switched From: LiveChat

Reasons for Switching to HelpDesk: Budget

Love the App

Comments: Love it, any down time is now spent generating sales.

Pros:

The simple fact that customers can come and file any questions, comments or updates in a single organized application is huge. No more missed voicemails and missed sales.

Cons:

I wish there was a way to automatically group new tickets that should be part of the same thread. I've noticed out less tech savvy customers will 'reply' to a ticket by creating a new ticket, every time. If there was a way to automatically re-attach the new thread to existing ticket would be amazing.

Better than the rest!

Comments: We've used Salesforce Service Cloud, Zendesk, Groove and a slew of others. The team at Helpdesk has built a functionally rich solution that doesn't require a degree to understand how to operate. We're able to manage tickets in a clean and visually minimal environment and get information without needing to execute multiple clicks. Definitely recommend this solution for teams of all sizes.

Pros:

Super easy to get up and running and start managing customer support inquiries. The support team at HelpDesk is very attentive in addressing any questions.

Cons:

Tighter integration with LiveChat when we selected the software would have been great, but that has since been rolled out.

Great platform for Customer Service

Comments: We have been able to help a lot more people than before by utilizing this system and have been able to track all issues correctly to help prevent them in the future.

Pros:

Helpdesk is easy to use and straight forward. It includes automations for sending messages where they need to go.

Cons:

Keeping an eye on all things necessary to you can be difficult at first. You have to make sure that filters are setup correctly or you can lose track of some tickets.

Superb Product but lacking some features

Pros:

It's easy to understand and aesthetically pleasing to work in.

Cons:

It lacks some of the more advance features that more mature Helpdesk solutions offer. The integration with their livechat product is weak and essentially worthless.

Alternatives Considered: Zendesk Suite

Reasons for Switching to HelpDesk: Better pricing