HelpDesk

Avantages

That you can track very easy important chats or tickets that you need again

Inconvénients

That in the version that you can download for your mac only the notifications can change

Avantages

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.

Inconvénients

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 envisagées 

Zendesk Suite

Pourquoi passer à 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.

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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!

Inconvénients

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

Alternatives envisagées 

Freshdesk

Pourquoi choisir HelpDesk 

The price was great and the software was much more user friendly compared to what we were using.

Pourquoi passer à HelpDesk

Price and ease of use.

Avantages

API integrations and Automated workflows.

Inconvénients

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

Avantages

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.

Inconvénients

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

Avantages

What I liked the most about HelpDesk is that it gives us the convenience of being able to work on our tickets on an organized page, thus saving a lot of time. It's simple and so easy to use. The internal note feature ensures that everyone in the team is on the same page, resulting in a great client experience.

Inconvénients

I'm still in the process of getting to know more about HelpDesk but I'm already loving it.

Avantages

HelpDesk is great to help reach out to customers and resolve any issues or concerns regarding their orders.

Inconvénients

They could introduce an option to save response templates in order to maximize efficiency.

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

Using this ticketing system, you can manage all of your communication with clients (emails, live chat messages, and others) in a simple and easy way. You can create ticketing lists using defined filters or tags – it helps to manage tasks between teammates. I really like the feature of adding your own notes to the ticket – thanks to that all users can see it and use it to solve the client’s problem.

Inconvénients

Pricing is a bit high, so there is a possibility that startups and small companies won’t be able to afford this tool.

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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

Avantages

Ease of use, access and training, as well and great interchangeability

Inconvénients

Lacks features for reporting and tracking.

Avantages

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

Inconvénients

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 envisagées 

Zendesk Suite

Pourquoi passer à HelpDesk

Better pricing

Avantages

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.

Inconvénients

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.

Avantages

Very easy to know which tasks are yours and assign tasks to others. I like the custom notifications for when a customer responds.

Inconvénients

Forwarding doesn't work the way it should sometimes on the client's end.

Avantages

Simple yet very powerful helpdesk tool which helps to manage all the customers' requests in one place. It's very easy to integrate it with Gmail, Yahoo! Mail, Outlook and Office 365. It integrates with different tools using Zapier integration.

Inconvénients

Everything is fine. I don't have any cons. Everything works as expected.

Avantages

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.

Inconvénients

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

Avantages

I'm very happy with Helpdesk, it solve our support problems, recommended. Like that they keep me posted when they implement some features I requested / wished through their support.

Inconvénients

For now nothing particular, it's a young product, so limited in features, but they add features week by week.

Avantages

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

Inconvénients

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

Alternatives envisagées 

Zendesk Suite

Pourquoi choisir HelpDesk 

Mobile responsive

Logiciel antérieur 

LiveChat

Pourquoi passer à HelpDesk

Budget

Avantages

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.

Inconvénients

The user interface (UI) could be slightly improved

Avantages

We care about the individual approach to the customer, and HelpDesk supports us in this. Thanks to the teams, the customer can be assigned to the appropriate department. That makes our answers swift and accurate. Besides, we can send messages in line with our brand identity through email templates. What we love about it is that customers immediately know that they're dealing with us, and they're more willing to interact.

Inconvénients

HelpDesk is so easy to use I don't have any complaints.

Avantages

Having come from not using any email managment software (only Outlook), the tool has prived invaluable.
It integrates seemlessly with the livechat product, which we also use and provides a wealth of data which we could only dream of before. It is easy to use, ease to train out and super easy to implement

Inconvénients

Nothing difficult, I would like more data reports but I'm sure that will come in timr

Avantages

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.

Inconvénients

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

Avantages

Leaning and business because that help about this thechnology

Inconvénients

About creating password that is most be be problem in this software

Avantages

The ease of the program for beginner users!

Inconvénients

More detailed training would help out some in the beginning as well as better app control.

Avantages

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

Inconvénients

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

Avantages

The system is fairly easy to use and is intuitive.

Inconvénients

Some of the features do not work as promised.

Avantages

This product was easy to learn. We learned the functions in an afternoon of training. The canned responses feature save alot of time.

Inconvénients

Emails get caught in Spam sometimes when they aren't spam.

Avantages

the clean interface is very nice.
thanks

Inconvénients

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.

Avantages

Easy to use, user friendly, easy to instal

Inconvénients

No reports export, No tags reports. Need more reports like live chat has

Avantages

I love Helpdesk because it has so many features that I need for the entire customer support tasks. You don't need any other software.

Inconvénients

Nothing to complain, everything is executed perfectly.

Avantages

Easy to use and good tracking of the workflow

Inconvénients

The design of the email that the tickets are created

Avantages

we can easily convert client messages to tickets and provide support and help documentation.

Inconvénients

We didn't go along with this tool as it had fewer features and integrations.

Avantages

Easy to use, All contacts handle in one place

Inconvénients

Hebrew support is not perfect (some menus are not RTL)

Avantages

Easier to use by agents of the business as compared to others.
Helps in improving the quality of services.
Reduces data redundancy for the company.
Less mistakes to users.

Inconvénients

Cannot work without internet and power supply.
Mulfunction when there is information overload.
Can affected by viruses and malware.