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Over HelpDesk

HelpDesk is een online ticketingsysteem dat is ontworpen om de werkzaamheden van je team te vereenvoudigen. Bied uitstekende klantenondersteuning. Moeiteloos.

Meer informatie over HelpDesk

Pluspunten:

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.

Minpunten:

Also we lack of analysis data, we cant know which our selling products receive most tickets.

Beoordelingen van HelpDesk

Gemiddelde score

Gebruiksgemak
4,7
Klantenservice
4,6
Functies
4,3
Prijs-kwaliteitverhouding
4,4

Waarschijnlijkheid van aanbeveling

8,6/10

HelpDesk heeft een totaalscore van 4,6 van 5 sterren op basis van 59 gebruikersreviews op Capterra.

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Reviews filteren (59)

Wayne
Wayne
President/CEO in VS
Geverifieerde LinkedIn-gebruiker
Detailhandel, Zelfstandig ondernemer
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer
Bron: GetApp

The best HelpDesk for small business website owners

5,0 2 jaar geleden

Opmerkingen: 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.

Pluspunten:

Features, layout, tags, spam blocking, email signature in outgoing emails, domain verification for outgoing emails so it has our email address

Minpunten:

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.

Chad
Manager of Member Engagement | Product Owner Internal Systems in VS
Consumentendiensten, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

Operations and Admin use with My Secure Advantage Inc. (MSA)

5,0 12 maanden geleden

Opmerkingen: We love it. We use HelpDesk, LiveChat, and ChatBot

Pluspunten:

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

Minpunten:

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

Lianne
Virtual Assistant in VS
Professionele training en coaching, 2-10 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Helpdesk

3,0 3 jaar geleden

Opmerkingen: 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.

Pluspunten:

-- 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

Minpunten:

-- 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.

Reactie LiveChat Software

3 jaar geleden

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.

Alan
Consumer Products and Marketing Manager in VK
Informatietechnologie en -diensten, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Great Live chat for Instant communication

5,0 2 maanden geleden

Opmerkingen: 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

Pluspunten:

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

Minpunten:

We don't have many issues with software, just the people on the other end :)

Mantvydas
CEO in Litouwen
Machinebouw, 2-10 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

We have what we need, but there is always what to improve

4,0 11 maanden geleden

Opmerkingen: Everything is suitable and in the end of the day does the job

Pluspunten:

Great to have a form for customer to fill which was easy to implement in the website and to start gather tickets

Minpunten:

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.

Stephen
I.T. Assistant in VS
Religieuze instellingen, 11-50 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Eerder overwogen alternatieven:

Very Useful to start a Helpdesk experience

5,0 4 jaar geleden

Opmerkingen: Overall Helpdesk has been great for me to begin using a ticket system. Before we where using Helpdesk it was difficult for my team to keep track of which problems were solved and who was responsible for them, but now my agents always know what they are responsible for and they are able to see each ticket though to completion.

Pluspunten:

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.

Minpunten:

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.

Chase
Creative Director in VS
Automotive, 2-10 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Great platform for Customer Service

5,0 vorig jaar

Opmerkingen: We have been able to help a lot more people than before by utilizing this system and have been able to track all issues correctly to help prevent them in the future.

Pluspunten:

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

Minpunten:

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.

Nicholas
Developer / Technical Support in VS
Informatietechnologie en -diensten, 2-10 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Easy to use!

4,0 3 jaar geleden

Pluspunten:

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.

Minpunten:

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.

Sifiso
Consultant in Zuid-Afrika
Consumentengoederen, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Best software to use

5,0 6 maanden geleden

Pluspunten:

it makes customer interaction and resolving queries easier.

Minpunten:

there is nothing bad about the software honestly.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Financiële dienstverlening, 10.000+ werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

The best program of customer service

5,0 11 maanden geleden

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

Pluspunten:

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

Minpunten:

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

Danielle
Non-Profit Manager in VS
Bibliotheken, 2-10 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

So easy you can't pass it up!

5,0 4 jaar geleden

Opmerkingen: It's been a pleasure to use and has made my job so much easier!

Pluspunten:

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!

Minpunten:

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

Rudy
Manager in Zwitserland
Omroepen, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

mixed bag

4,0 vorig jaar

Opmerkingen: We definitely use the ticketing every day and it is easy enough to use. Now that the pricing schema has changed, we are much less happy because we have to pay for LiveChat which we only use as user interface on the website and the HelpDesk pricing is slightly too high in our view.

Pluspunten:

The integration was pretty easy, and the reliability is great, we never had one failure in 3+ years of using it. The support team is great and reacts almost immediately.

Minpunten:

- Lack of a proper mobile app- when used in a mobile browser, almost impossible to use- no plugin for WordPress- we have to use LiveChat as well although we don't want it, as it has a WordPress plugin and HelpDesk does not. So we have to manage two environments.

Javier
CTO in Mexico
Ziekenhuis- en gezondheidszorgbranche, 11-50 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Eerder overwogen alternatieven:

Easy to use customer service software

5,0 2 jaar geleden

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

None, I really love how easy was to set up with out SAAS

Abdul
Managing director in VK
Informatietechnologie en -diensten, 2-10 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Eerder overwogen alternatieven:

Better than others I've used

4,0 3 jaar geleden

Pluspunten:

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

Minpunten:

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

Harland
Customer Service Manager in VS
Sportartikelen, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Helpdesk & Pyzel Surfboards

5,0 11 maanden geleden

Opmerkingen: Overall my experience has been fantastic. Helpdesk has helped our employees in different location come together to support customers quickly and easily.

Pluspunten:

From integration to customer support, Helpdesk was in fact the most helpful asset to provide our customers and will continue to be for the foreseeable future.

Minpunten:

There could always be more customizations on things like widget format and email format, but generally speaking everything is great.

Madde
Underwriter in VS
Verzekeringen, 2-10 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Awesome System!

5,0 3 jaar geleden

Opmerkingen: Overall, this feature has been super useful to my business, highly recommend!!

Pluspunten:

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

Minpunten:

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

Jacob
Retail in VS
Sportartikelen, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Love the App

5,0 11 maanden geleden

Opmerkingen: Love it, any down time is now spent generating sales.

Pluspunten:

The simple fact that customers can come and file any questions, comments or updates in a single organized application is huge. No more missed voicemails and missed sales.

Minpunten:

I wish there was a way to automatically group new tickets that should be part of the same thread. I've noticed out less tech savvy customers will 'reply' to a ticket by creating a new ticket, every time. If there was a way to automatically re-attach the new thread to existing ticket would be amazing.

Richard
Chief Executive Officer in VS
Detailhandel, 11-50 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Better than the rest!

5,0 4 jaar geleden

Opmerkingen: We've used Salesforce Service Cloud, Zendesk, Groove and a slew of others. The team at Helpdesk has built a functionally rich solution that doesn't require a degree to understand how to operate. We're able to manage tickets in a clean and visually minimal environment and get information without needing to execute multiple clicks. Definitely recommend this solution for teams of all sizes.

Pluspunten:

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.

Minpunten:

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

Rex
CEO in VS
Computersoftware, 51-200 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Eerder overwogen alternatieven:

Superb Product but lacking some features

4,0 4 jaar geleden

Pluspunten:

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

Minpunten:

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.

Reactie LiveChat Software

4 jaar geleden

Hi Rex, Thank you for your feedback! We do our best to create the best help desk experience for our customers and to constantly improve our product. We want HelpDesk to be simple to learn and use. Some more advanced features would not correlate with delivering our core value. If you don't mind, we will be in touch to collect a few more information regarding LiveChat integration. Cheers, HelpDesk Team

Jason
IT Admin in VS
Mijnbouw en metalen, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Hekpesk review

5,0 vorig jaar

Pluspunten:

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

Minpunten:

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

Elsa
SEM Manager in Spanje
Marketing en reclame, 2-10 werknemers
Heeft de software gebruikt voor: Gratis proef
Bron van de reviewer

Buena herramienta para la gestión de tickets y priorizar soluciones

3,0 11 maanden geleden

Pluspunten:

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.

Minpunten:

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

Yan Schwitz
IT Manager in Zwitserland
Publieke zaken, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Ease of Helpdesk

5,0 12 maanden geleden

Pluspunten:

Very simple to use and does exactly what we need.

Minpunten:

It is sometimes difficult to find some old tickets.

Adam
IT support in VK
Juridische dienstverlening, 51-200 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Helpdesk does it All!

5,0 vorig jaar

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

Pluspunten:

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

Minpunten:

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

Anas
Jeweler in Zweden
Kunst en nijverheid, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Kronan guld review

5,0 vorig jaar

Opmerkingen: We got much better service level by using helpdesk.

Pluspunten:

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

Minpunten:

Nothing I can think of, it does a great job

Kris
Graphic Designer in VS
Internet, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Helpful Product

5,0 vorig jaar

Opmerkingen: I find HelpDesk to be an extremely powerful tool. I have yet to come across a time where I think to myself "HelpDesk should do this..."

Pluspunten:

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

Minpunten:

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