HelpDesk Reviews

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.

A good ticketing system that's worth checking out

Comments: 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.

Pros:

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.

Cons:

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.

Alternatives Considered: HappyFox Help Desk, Freshdesk, Zoho Desk and Zendesk Suite

Reasons for Switching to HelpDesk: The integrations it had with other products and platforms we were already using.

Pros and exp

Comments: Great experience and easy app to use for communication

Pros:

Easy to use and can be understand in one sitting

Cons:

Had no least like but it has manu fuctions

Needs improvement

Comments: 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.

Pros:

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

Cons:

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.

Alternatives Considered: Zendesk Suite

Reasons for Switching to HelpDesk: Because we were already using LiveChat, it made it more sense to try HelpDesk.

Sales Manager

Comments: Good overall, wish you could re-open a text chat since it times out sometimes.

Pros:

Clean format, easy to log in, notification system.

Cons:

Cant chat with coworkers internally. Have to use another platform when I feel all could be on one.

Helpdesk review

Pros:

The functionality! Great for reviewing tickets using the queue.

Cons:

The dark mode makes everything too dark, something's missing :(.

Simple and effective

Pros:

Helpdesk is user-friendly and easy to navigate,

Cons:

The reporting features could be more detailed and customisable.

Helpdesk was helpful

Comments: Fantastic we could not have asked for better.

Pros:

It is the best solution for the money. Quick to implement.

Cons:

People can repeat inquiries so you can have the same person continue to send the same message.

My Personal Experience with Helpdesk

Comments: I'd been using this for work and it is very helpful to communicating easily with customers

Pros:

great platform and easy access tools, very helpful

Cons:

Not least thing to like about helpdesk. Everything is great!

A little expensive but very useful!

Comments: Overall it has been very useful and I would recommend it to those who need a good ticket service.

Pros:

I like the automations .They help me to close the tickets that I have forgotten about when the customer does not respond after "x" amount of time.

Cons:

I wish it was a little cheaper to add a second team member.

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.

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

Helpdesk provides a fantastic experience as compared to other similar products.

Comments: Working in a help desk provides a fantastic experience for engaging with customers

Pros:

In a help desk, I prefer the filter option because it helps separate tickets effectively.

Cons:

Sometime it does not show an exact number of tickets in a folder because of a technical glitch.

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

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 :)

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.

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.

Ease of Helpdesk

Pros:

Very simple to use and does exactly what we need.

Cons:

It is sometimes difficult to find some old tickets.

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

HelpDesk has been an efficient app for multiple workplaces!!

Pros:

What I like most about HelpDesk is the urgency that comes with providing help for its consumers.

Cons:

There are a few tiny features that are seemingly irrelevant in HelpDesk.

Good

Pros:

API integrations and Automated workflows.

Cons:

As an admin, I should be able to manage all the tickets without joining the team.

LOVE THIS PRODUCT

Comments: MY OVERALL EXPERIENCE IS THAT ANYTHING THAT WE HAVE A PROBLEM WITH HELPDESK CAN SOLVE IT.

Pros:

THIS PRODUCT HELPS MY COMPANY IN EVERYDAY ACTIVITIES. WE COULDN'T RUN OUR BUSINESS WITHOUT THIS AMAZING PRODUCT

Cons:

I DON'T THINK THAT THIS PRODUCT COULD BE IMPROVED. IT HAS ALL THE FEATURES THAT A COMPANY NEEDS TO BE EFFIECIENT

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.

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