AzureDesk Features

AzureDesk

Help desk software for SMBs

4.51/5 (49 reviews)

Competitor Feature Comparison

API
Account Management
Activity Dashboard
Activity Management
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Batch Communications
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Canned Responses
Case Management
Cataloging/Categorization
Change Management
Chat/Messaging
Chatbot
Churn Management
Client Portal
Collaboration Tools
Communication Management
Community Management
Computer Telephony Integration
Configurable Workflow
Content Management
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer History
Customer Management
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Document Storage
Email Distribution
Email Management
Email Templates
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
Help Desk Management
IT Asset Management
IVR / Voice Recognition
Inbound Call Center
Incident Management
Interaction Tracking
Interactive Content
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Manual Dialer
Mobile Access
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
On-Demand Communications
Online Forums
Outbound Call Center
Performance Metrics
Personalization
Predictive Analytics
Prioritization
Proactive Chat
Project Management
Quality Assurance
Question Library
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Recurring Issues
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Text Analysis
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Video Support
Virtual Assistant
Widgets
Workflow Configuration
Workflow Management
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API
Account Management
Activity Dashboard
Activity Management
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Batch Communications
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Canned Responses
Case Management
Cataloging/Categorization
Change Management
Chat/Messaging
Chatbot
Churn Management
Client Portal
Collaboration Tools
Communication Management
Community Management
Computer Telephony Integration
Configurable Workflow
Content Management
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer History
Customer Management
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Document Storage
Email Distribution
Email Management
Email Templates
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
Help Desk Management
IT Asset Management
IVR / Voice Recognition
Inbound Call Center
Incident Management
Interaction Tracking
Interactive Content
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Manual Dialer
Mobile Access
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
On-Demand Communications
Online Forums
Outbound Call Center
Performance Metrics
Personalization
Predictive Analytics
Prioritization
Proactive Chat
Project Management
Quality Assurance
Question Library
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Recurring Issues
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Text Analysis
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Video Support
Virtual Assistant
Widgets
Workflow Configuration
Workflow Management
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API
Account Management
Activity Dashboard
Activity Management
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Batch Communications
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Canned Responses
Case Management
Cataloging/Categorization
Change Management
Chat/Messaging
Chatbot
Churn Management
Client Portal
Collaboration Tools
Communication Management
Community Management
Computer Telephony Integration
Configurable Workflow
Content Management
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer History
Customer Management
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Document Storage
Email Distribution
Email Management
Email Templates
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
Help Desk Management
IT Asset Management
IVR / Voice Recognition
Inbound Call Center
Incident Management
Interaction Tracking
Interactive Content
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Manual Dialer
Mobile Access
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
On-Demand Communications
Online Forums
Outbound Call Center
Performance Metrics
Personalization
Predictive Analytics
Prioritization
Proactive Chat
Project Management
Quality Assurance
Question Library
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Recurring Issues
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Text Analysis
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Video Support
Virtual Assistant
Widgets
Workflow Configuration
Workflow Management
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AzureDesk Feature Reviews

25 reviewers had the following to say about AzureDesk's features:

Paul A.

Decent support tool for large companies

2018-06-18

Pros

It offers live chats, tickets monitoring and auto-replies.

Cons

I think reporting module should be looked into.

Rating breakdown

Value for money
Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Trent L.

Verified Reviewer

Simple and effective ticket management

2017-03-27

Pros

Layout of tickets, Dashboards, Knowledge Base and Ticket search function stand out the most to us.

Cons

The main areas we are looking for improvement in is a quicker loading speed of tickets and better compatibility across mobile devices.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
Read more
Michael D.

Azure Desk

2019-01-28

We are able to track, monitor and where necessary escalate outstanding tasks and prioritise incidents based on priority levels.

Pros

Azure Desk is easy to use browser based application.

Cons

Some additional fields would really be useful especially 'Channel' fields which would also assist with better reporting.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from AzureDesk


thank you so much

Read more
Anthony N.

AzureDesk Product Review

2019-04-06

Simple to use , affordable for 1 Man Business or SMB, if mobility is not required.

Pros

Very simple to setup and use Useful Knowledge base

Cons

No manual time logging No Mobile support

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Occasionally

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Yvan G.

Good intuitive ticket tools.

2018-02-19

Pros

If all you want is out of the box ticketing tool then this could be a tool for you.

Cons

Lack of report and dashboard editing. Basic ticket tool.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Occasionally

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 201-500 employees)

AzureDesk is better for software industries

2018-12-19

Pros

It offer live chat ticket monitoring and auto reply

Cons

AzureDesk is little costly for small software industries and need good Internet speed to work on it

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Monthly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Mark P.

Azure Desk

2019-01-30

We also wanted a browser-based solution and hopefully a mobile app will arrive soon.

Pros

Cloud based and very easy to use.

Cons

More features is always good but they do seem to get added once requested

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Rod B.

Excellent customer service that's eager to help

2017-07-19

Provides a cloud-based incident management system.

Pros

I also like the customer service. They're very responsive, friendly, and eager to provide a quality product.

Cons

It's lack of custom fields and ability to modify the contact information directly from within a ticket.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
margaret b.

support review

2019-07-25

Pros

ease of use and easy access we are a support company and this makes it very easy to support our clients

Cons

reporting is not too easy but is satisfactory for our needs

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Ian C.

A smart, simple and cost effective solution for SME trying to manage service desk calls

2017-07-24

Pros

A smart, simple and cost effective solution for SME trying to manage service desk calls.

Cons

The only issue at present is the time it takes to draw down information for reports from the dashboard.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer & Network Security company, 10001+ employees)

Customer delighting software with fast tracking system

2021-08-27

New customer on-boarding and the new type of incident category can be easily incorporated easily

Pros

It is really very easy to create the support ticket and get acknowledgment of the ticket. SLA defined are for lesser period of time.

Cons

There are no cons for this product as it is easy to track and monitor the customer request through this software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Monthly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Steve P.

An easy intuitive product to use and was implemented within the same day.

2017-07-22

Consolidated support calls and management information

Pros

Clean and uncluttered application, great value for money and the support is great, with no delay in responding to calls.

Cons

There is some functionality that could be improved upon such as filtering against a number of the picklists, integrating with Social Media, retaining your preferred views etc, but they do appear to recognise change and will consider anything on their roadmap.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Bahuguna G.

Awesome Customer Support Software

2016-12-06

The system contains a variety of reporting features that help administrators make key business solutions.

Pros

We never knew the importance of IT help desk software until we got one, and got the right one. We chose Azure desk and it has never disappointed us.

Cons

We have education management software. we are solving our customer problems using azuredesk.co customer support software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Campbell B.

Simple to Deploy, Run and Manage

2017-05-01

The great hookup to our email system allows our off-site consultants to chip in on more difficult cases, and can escalate critical issues through our business efficiently.

Pros

The great hookup to our email system allows our off-site consultants to chip in on more difficult cases, and we can escalate critical issues through our business efficiently.

Cons

Software is limited to basic service desk requirements.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Chris W.

Awesome

2017-08-03

Organization and transparency of issues.

Pros

This is easy to deploy and easy to use! Tech support is chat available to take care of any questions regarding the product.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Tony T.

Azure user experience

2017-04-10

The response message format needs to be better designed as the receiving message is messy.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No

Response from AzureDesk


Hi Tony
We have fixed the CC's and BCC's issue and also the response message format.

Read more
TJ S.

A good value for the cost

2017-12-05

An economical way to stay on track and organize all work activity

Pros

It is very easy to use and helps me keep all my projects organized for multiple clients at once.

Cons

There is sometimes lag time or slowness. The ticket filter options could be more robust and we don’t currently have the ability to customize Views to include the custom fields we can track data in.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Linda R.

Azure eDesk Usability

2018-03-22

Overall I like this software and find it user friendly. It's easy to learn and straightforward to operate.

Pros

I like that the eDesk interface is simple to use, with limited navigation options.

Cons

The reporting functionality is rather limited.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No
Read more
Shaun D.

Experience with the product has been great!

2017-07-13

Pros

Customer Service is excellent.

Cons

Any items we didn't understand were addressed by Customer Service.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Internet company, 10001+ employees)

Magnificent Customer Support Software

2019-09-10

They have additionally Support for HTML marks!

Pros

Azure Desk's self-administration client gateway presentations inclining subjects and questions helping clients to discover the appropriate responses that they need, themselves.

Cons

Nothing, I like all highlights of this item including: straightforwardness of utilization, little charge per specialist at month.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Jenne J.

Verified Reviewer

AzureDesk helps keep clients happy.

2017-04-20

Pros

Clients are able to submit tickets and communicate with the service technician assigned to their case.

Cons

The only thing so far that I have noticed with the software is the time it takes to load between pages.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: GetApp
Helpful?   Yes   No
Read more
Trent L.

Excellent tool to help manage support tickets

2017-03-27

Their product has constantly been on the improve and the team here are thoroughly enjoying the ease of using a powerful and simple ticket management tool.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
SrinivasReddy T.

Verified Reviewer

Amazing Support Solution

2016-12-08

Azuredesk is an excellent interface for our customer service needs, it is extremely easy to set up and use and the support from the team is fantastic.

Pros

Simple to use, easy interface and the memorized views are awesome.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
Read more
Stefan B.

Cheap, and functional. Works well.

2018-02-02

Functional Help Desk with JIRA integration at a great price point

Pros

The customer support is always very responsive to me. Feature set is pretty basic, but it gets the job done.

Cons

I've been working through these with support, so it isn't as bad as it sounds.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Nick L.

It's a great step up from email support

2017-08-02

Streamlined process improvement, better tracking and easy audit trail.

Pros

Very open to suggestions for improvements, enhancements and changes. The interface is clean and mostly intuitive.

Cons

Once committed to there were some delightful benefits such as the showing the support centre as if it was the FAQ page for our website.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more