HelpDesk – Bewertungsseite 2

Vorteile

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

Nachteile

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

Vorteile

-- 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

Nachteile

-- 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.

Vorteile

Integration and customization are very easy. You can be up and running in no time.

Nachteile

Using LiveChat and Helpdesk still feels a little too separated, agents, tags, and canned responses do not carry from one to the other.

Vorteile

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

Nachteile

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

In Betracht gezogene Alternativen

JIRA Service Management und Hiver

Warum HelpDesk gewählt wurde

Poor support and availability

Zuvor genutzte Software

Zendesk Suite

Gründe für den Wechsel zu HelpDesk

The intergration of the three products we have HelpDesk, LiveChat, and ChatBot

Vorteile

API integrations and Automated workflows.

Nachteile

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

Vorteile

Todas las solicitudes, dudas y comunicaciones están en un solo lugar y son más fáciles de encontrar y administrar. Puedes en el futuro revisar respuestas y tener un repositorio de incidencias y soluciones. Mucho más efectivo que el correo para que todo el equipo tenga a mano la información.

Nachteile

Echo en falta algunas opciones más avanzadas que ofrecen otras soluciones de Helpdesk, aunque estoy aún probándola y en general no me disgusta en absoluto

Vorteile

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

Nachteile

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

Vorteile

Very simple to use and does exactly what we need.

Nachteile

It is sometimes difficult to find some old tickets.

Vorteile

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

Nachteile

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.

Vorteile

HelpDesk is a great tool when it comes to ticket management. I love how easily organized the dashboard is.

Nachteile

I dont really have any ideas on how to improve the system.

Vorteile

I love the ticketing system and that it feels like a chat with the customer email

Nachteile

Nothing I can think of, it does a great job

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu 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.

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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

Vorteile

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.

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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

Vorteile

Easy to use and good tracking of the workflow

Nachteile

The design of the email that the tickets are created

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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

Vorteile

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

Nachteile

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.

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu HelpDesk

Better pricing

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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

Vorteile

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.

Nachteile

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

Vorteile

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

Nachteile

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

In Betracht gezogene Alternativen

Zendesk Suite

Warum HelpDesk gewählt wurde

Mobile responsive

Zuvor genutzte Software

LiveChat

Gründe für den Wechsel zu HelpDesk

Budget

Vorteile

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.

Nachteile

The user interface (UI) could be slightly improved

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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

Vorteile

Leaning and business because that help about this thechnology

Nachteile

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

Vorteile

The ease of the program for beginner users!

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

The system is fairly easy to use and is intuitive.

Nachteile

Some of the features do not work as promised.

Vorteile

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

Nachteile

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

Vorteile

the clean interface is very nice.
thanks

Nachteile

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.

Vorteile

Easy to use, user friendly, easy to instal

Nachteile

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

Vorteile

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.

Nachteile

Nothing to complain, everything is executed perfectly.

Vorteile

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

Nachteile

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

Vorteile

Easy to use, All contacts handle in one place

Nachteile

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

Vorteile

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.

Nachteile

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