Wat is HelpDesk?

HelpDesk is een online ticketingsysteem dat de werkzaamheden van je team vereenvoudigt. Het zit boordevol met functies die de samenwerking binnen je team bevorderen. Je kunt tags gebruiken, privénotities toevoegen, tickets toewijzen aan specifieke teamleden en standaardantwoorden opstellen. Om het hoogste beveiligingsniveau te garanderen, versleutelt het systeem je gegevens met het 256bit SSL-protocol. HelpDesk is ontworpen om je medewerkers tijd te besparen en hen in staat te stellen het hoogste niveau van klantenservice te bieden. Moeiteloos.

Wie gebruikt HelpDesk?

Van beginnende startups tot wereldwijde ondernemingen, HelpDesk is geschikt voor alle bedrijven, ongeacht hun omvang of sector.

Waar kan HelpDesk worden geïmplementeerd?

Cloudgebaseerd
On-premise

Over de leverancier

  • LiveChat Software
  • Gevestigd in Boston, VS
  • Opgericht in 2002

Ondersteuning voor HelpDesk

  • Telefonische ondersteuning
  • 24/7 (contact met medewerker)
  • Chatten

Beschikbaar in deze landen

Afghanistan, Albanië, Algerije, Amerikaans-Samoa, Amerikaanse Maagdeneilanden en nog 225 andere

Talen

Engels

prijzen van HelpDesk

Beginprijs:

US$ 29,00/maand
  • Ja, heeft een gratis proefversie
  • Geen gratis versie

HelpDesk heeft geen gratis versie maar biedt wel een gratis proefperiode. HelpDesk heeft een betaalde versie vanaf US$ 29,00/maand.

Prijsmodellen vraag een gratis proefversie aan

Over de leverancier

  • LiveChat Software
  • Gevestigd in Boston, VS
  • Opgericht in 2002

Ondersteuning voor HelpDesk

  • Telefonische ondersteuning
  • 24/7 (contact met medewerker)
  • Chatten

Beschikbaar in deze landen

Afghanistan, Albanië, Algerije, Amerikaans-Samoa, Amerikaanse Maagdeneilanden en nog 225 andere

Talen

Engels

Video's en afbeeldingen van HelpDesk

HelpDesk Software - 1
HelpDesk Software - 2
HelpDesk Software - 3
Nog 4 andere bekijken
HelpDesk-video
HelpDesk Software - 1
HelpDesk Software - 2
HelpDesk Software - 3

Functies van HelpDesk

  • Activiteitendashboard
  • Auditing van problemen
  • Beheer van enquêtes/peilingen
  • Beheer van supporttickets
  • Bijhouden van klachten van klanten
  • Chatten/messaging
  • Communicatie via meerdere kanalen
  • Contentbeheer
  • Dashboard
  • E-mailbeheer
  • Feedbackbeheer
  • Integraties van derden
  • Interactie bijhouden
  • Klantendatabase
  • Klantgeschiedenis
  • Live chatten
  • Macro's/reacties via sjablonen
  • Opdrachtenbeheer
  • Personalisatie
  • Prestatiemeetwaarden
  • Problemen bijhouden
  • Rapportage en analyse
  • Rapportage en statistieken
  • Routering
  • Samenwerkingstools
  • Sjabloonbeheer
  • Taakbeheer
  • Ticketbeheer
  • Toezicht houden op klachten
  • Visuele analyse
  • Waarschuwingen / Escalatie
  • Workflowbeheer
  • Workflowconfiguratie
  • Zelfserviceportal

Alternatieven voor HelpDesk

Zendesk stelt bedrijven in staat om uitstekende klantenondersteuning te bieden via meerdere kanalen, waaronder e-mail, chat, telefoon en sms.
Keeping is the world's first customer support platform integrated with Gmail.
Stel klantenservice centraal in je bedrijf. Maak vertegenwoordigers productiever, managers invloedrijker en geef klanten meer mogelijkheden. Meer informatie over Zoho Desk
Geweldige klantenservice begint met betere helpdesksoftware. Win meer klanten door uitstekende klantenservice te bieden met LiveAgent. Meer informatie over LiveAgent
Helpdesksoftware gebouwd voor business-to-business klantenondersteuning. Verlaag de kosten en verbeter tegelijkertijd klanttevredenheid.
Issuetrak helpt je bij het beheren van tickets en verzoeken van start tot oplossing. Flexibel, aanpasbaar en makkelijk te gebruiken. Cloudgebaseerd of lokaal.
Ticket Management, Customer Success, Customer Experience, Knowledge Base, NPS, CSAT, CES, Customer portal, Mobile apps, CRM data Sync
Stames functions as a one-stop solution for all customer service including customer queries, requests, complaints & assistance needs.
Met Service Cloud bied je snelle en productieve service via de telefoon, e-mail, webchat of social media. Meer informatie over Salesforce Service Cloud

Reviews over HelpDesk

Gemiddelde score

In totaal
4,5
Gebruiksgemak
4,6
Klantenservice
4,4
Functies
4,2
Waar voor je geld
4,3

Reviews op basis van bedrijfsgrootte (werknemers)

  • <50
  • 51-200
  • 201-1.000
  • >1.001

Reviews zoeken op score

5
64%
4
25%
3
11%
Vanessa
Vanessa
Customer Success Specialist in Filipijnen
Geverifieerde LinkedIn-gebruiker
Design en ontwerp, 51-200 werknemers
Heeft de software gebruikt voor: Gratis proef
Bron van de reviewer

Efficient and Easy to use!

5,0 2 jaar geleden

Opmerkingen: I love how it makes our tasks easier and we're excited to discover more of its other features that we can use in our other lines of business. :)

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. The internal note feature ensures that everyone in the team is on the same page, resulting in a great client experience.

Minpunten:

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

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

Very Useful to start a Helpdesk experience

5,0 3 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.

Overwogen alternatieven: Zendesk Suite

Redenen om over te stappen op 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.

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 2 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

2 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.

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 2 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.

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 9 maanden 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.