Help Desk and Ticket Management Software Reviews
Below are a selection of user reviews, opinions and ratings we have for Help Desk and Ticket Management software. We have 69 user reviews in total for Help Desk and Ticket Management software. Alternatively you can view our comprehensive directory of Help Desk and Ticket Management software, applications & tools.
Review for TeamSupport
great app, great vendor!
by steven sanchez on 2011-09-21 04:22:37
this app is great for se's - which i first read about here: http://jeromepineau.blogspot.com/2009/06/for-full-service-ses-this-product-is.html
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Pros: its a very clean ui and easy to use and configure.
Cons: i was going to say custom field mapping with salesforce but they just added that. they are also about to release a mobile web version as well which will be awesome.
Best Uses: we use it to capture and manage customer issues, questions, feature requests and defect reports. with their custom ticket type feature, custom statuses and workflow, we are able to make changes to the software to fit our needs.
Review Context: i am a customer that recently finished a trial and decided to sign up for a year - for which they gave me a discount. these guys are very cool and easy to work with.
Review for Desk.com
We love Assistly (Now Desk.com)
by Brooke on 2011-05-19 17:38:56
We've been using Assistly for about one year, can't imagine doing business without it! Efficient, easy to use and implement, they offer great customer service, and have done a fabulous job of implementing feedback. It is the ideal start-up customer service & social media solution.
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Review for Loc8.com
ARA Group - Premier Building Services Company uses Loc8 to operate it's 11 businesses
by Ian Curl on 2010-08-26 20:39:30
Loc8 provides a highly functional Helpdesk with good SLA management and notifications system based on both incident and workorder status. Web based application, providing quick and simple access to users anywhere, anytime. Fully integrated Mobile applications that eliminate paperwork, enhance field workforce efficiency, provide real time asset/maintenance feedback and speed up invoicing. Asset-centric system that provides historical maintenance data down to the asset level, including individual faults and fault rectification status. A very flexible set and forget planned maintenance scheduling system that auto creates/dispatches workorders when required. Excellent dashboard reporting tool. Many other really great features & benefits I don't have time to list. I highly recommend that organisations (large or small) looking for enterprise grade asset management, CMMS, and helpdesk functions neatly packaged into a single on-line system, take a good look at Loc8
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Pros: Template driven asset library for customisation of any asset type. Highly functional Helpdesk with good SLA management & notifications system based on both incident & workorder status. Fully integrated Mobile application.
Cons: Reporting is easy to use and functional but can't produce comprehensive custom reporting yet - I believe this is available in their new beta however
Best Uses: Loc8 is used to run the operational aspects of our various facilities management businesses, and for the management of all of our field technicians.
Review Context: I manage and maintain our Loc8 implementation right across the 11 businesses of the ARA Group, which effects several hundred Loc8 users and services over 8000 customers.
Review for Freshdesk
Perfect for our needs!
by Alissa on 2012-05-10 18:35:01
FreshDesk impressed me immediately with it's simple, intuitive interface and great price point. It's a great cloud-based product for small to mid-sized companies with primarily internet-based customer service.
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Pros: We love the way FreshDesk interacts seamlessly with email, Facebook, and Twitter through one dashboard interface. Being able to automatically and manually assign tickets to agents, make internal notes, and alert staff to urgent tickets is a real plus
Cons: We don't use the Customer Portal, as we don't really have the staff to monitor forum posts. But it's a great option for companies that need it. We really need a canned contact option for new tickets, but it isn't available.
Review Context: I'm the Director of Operations for Skreened.com.
Review for HelpOnClick
Very useful tool
by Naveed on 2011-06-09 11:44:17
Humber's Open Learning Centre uses HelpOnClick as a vehicle for providing non-academic support to our online learners. We find that your software gives students and potential students alike another avenue to contact us and get their questions answered in a timely fashion. This is especially helpful during the weeks before and during the semester start-up period. Knowing that students have access to us without having to download and install additional software was one of the most appealing features of this software and certainly impacted our decision to use your product. Having convenient access to a departmental representative while searching our website allows the student to ask questions as they discover them. We are pleased with the product are looking for other avenue in which we can use it in our support of online students.
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Review for Zendesk
Very complete help desk solution
by Michelle Nachum on 2011-10-24 13:24:19
Zendesk is a very complete help desk solution — and is scalable to any size business that needs their services. Any company that sells products or services that demand customer assistance should look into a help desk solution. There are many fine solutions out there — and Zendesk is one of the better ones in terms of its own client support, training and host of features to to help make your help desk as “helpful” as possible for your customers. Obviously not all businesses need a help desk – some can get away with a simple FAQ on their site. But for services that are complicated — having a support team that allows you to interact with your customers on a 1:1 basis is a tremendous ROI. Go ahead and splurge folks and keep your customers from running away to your competitors. Because they will if you don’t help them.
Read the Complete Review for Zendesk on GetApp.com's Blog
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Pros: Share out Tickets/Knowledge with your customer base, Integration with other CRM programs
Review for Zoho Support
Affordable customer support solution for SMBs and Startups
by Michelle on 2011-09-19 10:05:49
Zoho Support is relatively flexible and based on your business model, you can have your customers contact your support agents via phone, web form, email as well as self-service capabilities which you can embed on your web site to enable both you and your customers to monitor and track the request in the same real-time view.
Read the Complete Review for Zoho Support on GetApp.com's Blog
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Pros: You can add on support reps (though not in the free version) as well as add in roles (such as which requests goes to which agent, etc.). You can also add in departments and fields so you can track the type of help requests you are receiving
Review for CMDB Cloud
Cloud based Helpdesk App with an ITIL Difference
by Rakesh on 2011-07-13 13:18:17
If you are a user who is interested in ITIL compliance as well as tracking cloud server activity for faster resolution of your problems, then this product is for you. The software has a simple, easy-to-use interface, consisting of a master menu on the left hand bar. You can check the overall dashboard, issues, task list, and feeds at the top of the screen. Navigation is fairly easy and performing a task is never more than two clicks away. I thought the connector screen (displayed below) was especially fascinating as it provides a wonderful snapshot of infrastructure dependencies.
Read the Complete Review for CMDB Cloud on GetApp.com's Blog
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Pros: Great interface and tracking capability
Cons: Support could have been better
Review for Desk.com for Google Apps
Finally we have one place for all the customer requests
by Enzo Schiavone on 2012-04-03 12:15:44
All the interaction that we have with clients can now be managed from one desktop. No switching screens any more... The software can be opened directly from the Google panel, without any additional login. The Dashboard is easy to use and I have the feeling that the work of my team is much easier now.
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Pros: Easy to use, no additional login required.
Review for Desk.com for Salesforce
Great Help Desk Experience
by Jessica on 2012-04-03 12:11:10
Since we are using Desk.com for Salesforce my team can see all the requests that clients make in real life and from the salesforce dashboard. Our work is so much more efficient now. The software runs stable, no bugs, no technical knowledge required - excellent!
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Pros: Works with Salesforce Chatter
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