HelpDesk

Efficient solution for customer support

Comments: When it comes to ticket management and building a better customer bond helpdesk was very easy and detailed to work with

Pros:

When it comes to ticket management and building a better customer bond, HelpDesk is one tool that will be on the top of my recommendation list. All the results are present in one place that makes it easy for me to take a look and enhance my performance. Everything is so detailed and simple.

Cons:

I don’t have such a problem with this application, my work is going on smoothly without any hassle as such.

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.

Help desk easy and useful

Comments: Help desk is a nice tool, very convenient and easy to use.

Pros:

it's a nice tool, is easy to use and very intuitive

Cons:

at the beginning was a little confusing use the "merge" option

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.

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.

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 - 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.

Help Desk Review

Comments: It has been a great asset in keeping my requests in order.

Pros:

Keeping requests in order has been great for my time management..

Cons:

Nothing really. I think more personalization for users would be nice.

Helpdesk review

Comments: I have very little experience - so far have not had to use much as employee or agent.

Pros:

Fairly user friendly, straightforward to put in a request and respond as an agent.

Cons:

You cannot copy and paste screenshots or snips.

HelpDesk is a great.. helpdesk!

Pros:

HelpDesk is simply a great helpdesk app - it does what it is supposed to and does well. It's easy to set up, admin and configure to your needs. The great benefit is integrating with other apps from LiveChat to expand or minimize your customer experience down to your needs.

Cons:

Sometimes I had issues finding the right settings (I was expecting them to be in different places than I've found them), but that's a minor thing that didn't have much influence on the overall experience.

The best program of customer service

Comments: It is an efficient, helpful, useful and fast program.

Pros:

I used to work for a company that answered 200+ emails a day. This program saved our lives. Number one for working efficiently.

Cons:

There is no such thing, unfortunately. Everything is perfect.

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.

Helpdesk does it All!

Comments: Helpdesk has been easy, from setup to use. It makes my life easier and everyone how creates tickets lives easier

Pros:

Helpdesk does exactly what it says on the tin, no fuss! it's simple and clean interface makes dealing with tickets a breeze

Cons:

I'd love to be able to merge multiple tickets after merging the first, sometimes we get more than one ticket with the same issue from the same person, being able to merge every ticket from them would be a massive help

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.

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

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.

Very good service

Comments: Very good, but needs more services.

Pros:

We're happy so far but would like MORE FEATURES!

Cons:

The lack of features so far. We need to have more options on the contact form.

Review

Pros:

yes. The ease of using the product. The availability of the product.

Cons:

There is a learning curve to using this product, but once you have familiarize yourself with it, it is awesome.

HelpDesk - Helps with Customer Satisfaction

Comments: We don't have time to answer customer complaints so HelpDesk helps us keep track. We are able to focus on what customers want and spend time fixing or adding value to our services.

Pros:

Help keep track of tickets (customer complaints) and who handles them. Helps organization to keep training current Helps organization to focus on their core competencies. It frees up time to focus on adding value to customer service.

Cons:

There is an obvious lack of control over training, nuances can be lost. Customers may find it too impersonal. It can reflect badly on the organization if representatives are not professional. Some cultural differences may occur and miscommunication can happen.

HelpDesk has helped us tremendously !

Comments: The experience has been very positive and we will continue to use HelpDesk as we have had many benefits from it.

Pros:

The best part about HelpDesk is how easy and smooth it is to use. The beautiful design offers stability and lets us easily handle tickets and build customer relationships. Service to our clients has improved so much since starting to use HelpDesk.

Cons:

I have no comments on flaws in HelpDesk. Everything has been smooth so far.

A great deal in using HelpDesk

Pros:

We can manage all support tickets from one place. It gives us the opportunity to be more organized. Finally, we can share the responsibility for tickets and assign roles to the team members. We support ourselves in real-time with private notes in every complex customer case. This allows us to rely on each other and share our knowledge smoothly. Also, HelpDesk provides reports on ticket operations which we find helpful. Analyzing them gives us a new perspective on our work.

Cons:

The user interface (UI) could be slightly improved

Help desk was pretty helpful

Comments: all in all i like helpdesk, a few things need work, but i would definitely recommend it.

Pros:

I liked the fact that no matter what the issue was all i had to do was turn it over to help desk and they either tell me how to fix the problem or take over and fix it from their end.

Cons:

I think the only problem i found was it isnt very user friendly. They need to work on communication with their customers.

Easy for customer support

Pros:

It's easy to use, manage the database, and for users to check the information they need

Cons:

There are spam and bot with fake tickets, I have to delete them frequently

Proof status and due date field

Pros:

the clean interface is very nice. thanks

Cons:

There is no entry field for a due date. Needs PROOF OUT status option. Both of these are deal breakers and we will be finding a different helpdesk option if these features are not added.