HelpDesk Features

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.

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.

-- 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

-- 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.

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....

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Features, layout, tags, spam blocking, email signature in outgoing emails, domain verification for outgoing emails so it has our email address

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.

It is very easy to integrate with any kind of product. Users in our SAAS can now in a matter of 2 clicks give us feedback or request some customer support.

None, I really love how easy was to set up with out SAAS

Very easy to know which tasks are yours and assign tasks to others. I like the custom notifications for when a customer responds.

Forwarding doesn't work the way it should sometimes on the client's end.

There is really no learning curve for using this software. From the first day you are ready to go, helping your clients, and getting feedback for your services. They are very receptive to feedback and are constantly improving the software. Love it!

I love it!! This software is so easy to use I don't have any complaints.

When it comes to ticket management and building a better customer bond, HelpDesk is one tool that will be on the top of my recommendation list. All the results are present in one place that makes it easy for me to take a look and enhance my performance. Everything is so detailed and simple.

I don’t have such a problem with this application, my work is going on smoothly without any hassle as such.

Having come from not using any email managment software (only Outlook), the tool has prived invaluable. It integrates seemlessly with the livechat product, which we also use and provides a wealth of data which we could only dream of before. It is easy to use, ease to train out and super easy to implement

Nothing difficult, I would like more data reports but I'm sure that will come in timr

I liked the fact that no matter what the issue was all i had to do was turn it over to help desk and they either tell me how to fix the problem or take over and fix it from their end.

I think the only problem i found was it isnt very user friendly. They need to work on communication with their customers.

This product was easy to learn. We learned the functions in an afternoon of training. The canned responses feature save alot of time.

Emails get caught in Spam sometimes when they aren't spam.

We care about the individual approach to the customer, and HelpDesk supports us in this. Thanks to the teams, the customer can be assigned to the appropriate department. That makes our answers swift and accurate. Besides, we can send messages in line with our brand identity through email templates. What we love about it is that customers immediately know that they're dealing with us, and they're more willing to interact.

HelpDesk is so easy to use I don't have any complaints.

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

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

Easy to use, user friendly, easy to instal

No reports export, No tags reports. Need more reports like live chat has

Hello Karolis, thank you for your review. We implemented the ability to export reports. It enables you to export ticket metadata within the specified date range. We're constantly working on improving our reports section as well!