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HelpDesk
What Is HelpDesk?
HelpDesk is a simple yet powerful online ticketing software forming part of our product suite. You can use it to manage asynchronous and synchronous customer communication.
The HelpDesk system provides easy-to-use cooperation tools, intuitive automation, and powerful AI features, allowing you to streamline customer service and make it the best it can be. You can automate repetitive tasks, save agents' time, and increase your team's productivity.
Who Uses HelpDesk?
From bootstrapped startups to global enterprises, HelpDesk is suitable for all companies, regardless of their size or industry.
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Reviews of HelpDesk
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.
Alternatives Considered:
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
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.
LiveChat Software Response
3 years ago
Hi Lianne, Here's Weronika from HelpDesk. Thank you for your honest review. I've read it carefully and would like you to know that it's crucial to make HelpDesk usable and meet your needs. Email templates indeed require HTML knowledge, but luckily you can always use our default template. It's ready to implement and will make your messages look professional. I'm sorry we left your message unanswered. We didn't do this on purpose. Our support heroes do their best 24/7 to answer your doubts. I'll see what happened with your ticket to make sure this never happens again. Now, the issue with automated workflows. They're designed to make your job easier, so I deeply regret that it didn't work out as expected. I'd appreciate knowing exactly how you've set them up so we can make them run in your favor. Email us directly at [email protected] to discuss the matter and reactivate your account for a month for free. I'll do my best to make your experience with HelpDesk enjoyable.
Alternatives Considered:
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.
