HelpDesk

"The ideal tool for Support Teams"

Pluspunten: 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.

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

"Very Useful to start a Helpdesk experience"

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.

"Efficient and Easy to use!"

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.

"A good tool for Customer Support"

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

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

"Easy to use!"

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.