AzureDesk Features

AzureDesk

Help desk software for SMBs

4.52/5 (48 reviews)

AzureDesk Feature Summary

  • Support portal
  • JIRA integration
  • Activity management
  • Client portal
  • Email integration
  • Help desk management
  • Multi-channel communication
  • Twitter integration
  • Trouble ticketing
  • Feedback management
  • Question library
  • Email templates
  • Knowledge base
  • Ticket management
  • Help desk integration

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (185 other apps)
Activity Dashboard (92 other apps)
Automatic Notifications (91 other apps)
CRM Integration (78 other apps)
Chat (171 other apps)
Contact History (73 other apps)
Customizable Branding (91 other apps)
Email Integration (83 other apps)
Instant Messaging (89 other apps)
Knowledge Base Management (90 other apps)
Monitoring (90 other apps)
Multi-Channel Communication (85 other apps)
Prioritizing (63 other apps)
Real Time Monitoring (66 other apps)
Reporting & Statistics (107 other apps)
Social Media Integration (79 other apps)
Support Ticket Management (66 other apps)
Surveys & Feedback (80 other apps)
Third Party Integration (112 other apps)
Workflow Management (74 other apps)

Competitor Feature Comparison

AzureDesk Feature Reviews

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

Steve Parlby

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
Trent Lee

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 Douds

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

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Paul Anisimov

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
Rod Biagtan

Excellent customer service that's eager to help

2017-07-19

Provides a cloud-based incident management system.

Pros

I like the value for the money. It's a great value. 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
Stefan Bakken

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
Anthony Nel

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 Goulet

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
Julio Carvalho

Low price and excellent support.

2017-04-27

This still needs to add some integration features to achieve excellence.

Pros

The support level.

Cons

It needs to have more integrations, like the other main tools of the market.

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

Recommendations to others considering AzureDesk

It's flexible software. The staff is available to implement good suggestions.

Source: Capterra
Helpful?   Yes   No
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Tony Teixeira

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.

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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
Bahuguna Goyal

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
Ian Crocker

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

2017-07-24

Pros

It was quick and easy to setup, its simple to use and navigate and I would highly recommend to others.

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
margaret bristow

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
Brad Shields

Azuredesk - Suits our business, developers very receptive to our suggestions

2017-03-28

We now have visibility of the case, who is assigned, its history and our support team can look back and see solutions for previous and similar cases.

Pros

It helps our consultants solve cases quicker and helps us learn to better support of porducts and clients.

Cons

We would like more rules to allow things like automatic assignment of cases.

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

Response from AzureDesk


Thank you so much.

Read more
Linda Ray House

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

For member facing staff they have the ability to about 3 weeks worth of information, but cannot go back farther, which can cause a bottleneck in workflow.

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
Mark Poole

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
Chris Wood

Azure Desk is Great!

2019-05-14

Easy to see what is going and be able to prioritize the tasks.

Pros

Easy to use. intuitive and easy to help those people that are not so intuitive.

Cons

Deleting old tickets is easy but not in bulk...yet.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
TJ Smith

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
Anonymous
Managing Director (Legal Services company, 1-10 employees)
Verified Reviewer

Easy Product to use

2017-03-11

Would recommend this product to anyone who is looking at setting up a support desk to centralize their workflow

Pros

Support and Ease of Use

Cons

Creating tickets in Firefox is and issue.

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

Recommendations to others considering AzureDesk

If you use Firefox then make sure ticket creation works. Works fine in Firefox

Source: GetApp
Helpful?   Yes   No
Read more
Trent Lee

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
Kaitlyn Moore

VPN User Review

2019-07-26

It keeps support tickets reasonably organized

Pros

It's more streamlined than other similar products, in my experience.

Cons

Sometimes certain tickets show up repeatedly in the "unassigned" section.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Nick Lyttle

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
Campbell Brown

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. This is a streamlined product that does what it says on the tin.

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
Boyd Bjerke

Simple

2019-05-14

Pros

General ease of use between user and administrator, great interface.

Cons

No Dark Mode, no way to quickly update customer info from the ticket screen, instead having to go to a separate page to edit customer info.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

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