ngDesk Pricing, Features, Reviews & Comparison of Alternatives

ngDesk

Ticket management for customer service and support teams

4.45/5 (11 reviews)

ngDesk overview

What is ngDesk?

ngDesk is a cloud-based customer service solution, which assists customer support teams with ticket management and query resolution. Key features include forms management, collaboration, chatbot creation, rule-based workflows, knowledge base management, and multi-channel communication.

The ngDesk platform comes with a centralized dashboard, which allows administrators to create list layouts for tickets, as well as group tickets by team, status, and other fields. It comes with preconfigured templates to resolve customer queries via channels such as email, Facebook, text messages, and more. Teams can use rule-based chatbots to capture data from customers, save past conversations for analysis, optimize customer engagement, and access metrics including source country, browser used, and pages visited by customers.

ngDesk helps businesses create and manage knowledge bases and self-service portals, helping customers resolve queries. Customers can use the live chat feature to share queries with agents, enabling businesses to optimize conversion rates. The system is compliant with various regulations including GDPR, HIPAA, and SOX.
www.ngdesk.com

Pricing

Starting from
$9/month
Pricing options
Free
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada

Supported languages

English
ngDesk screenshot: ngDesk ticket filteringWhat is ngDesk?ngDesk screenshot: ngDesk support request manager ngDesk screenshot: ngDesk configuration managerngDesk screenshot: ngDesk request managerngDesk screenshot: ngDesk analytics

ngDesk user reviews

Value for money
Features
Ease of use
Customer support
  4.8
  4.4
  4.5
  4.8
Shashank Shankaranand

One of the top helpdesk/ticketing/crm software out there.

Used daily for 1-2 years
Reviewed 2019-11-26
Review Source: Capterra

Pros
- Feature Rich, It has custom modules to Tickets, Chat, Chatbots, Customization, Reporting, Scheduling, Escalations. It pretty much is a combination of a what a lot of ticketing systems offer at the same time I can find everything we need in one place without having to set up multiple accounts. for ex: Zendesk with Pagerduty. - Customer Support is amazing I have had a couple of feature requests and I was surprised that they rolled it out in a month. - It's completely free which is amazing and the website says it continues to be free.

Cons
- Some of the features are in beta and are not available to all the users like whatsapp channel and sms channels. It is restricted by countries which a little bit of a bummer but hopefully they get it out to everyone soon. -

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Nithin Panicker

Great tool for advanced helpdesk solutions

Used daily for 2+ years
Reviewed 2020-02-05
Review Source: Capterra

I have enjoyed using ngDesk and it's tools as a customer service product. Being able to automate most of my processes makes my life a whole lot easier.

Pros
What I like most about ngDesk is the flexibility of the features included in the free version. I am able to customize almost all features to fit my business requirements.

Cons
I wish all the features were free, including the premium subscription features

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Vassilis Georganos

The worst free software I have ever use!!

Used daily for 6-12 months
Reviewed 2020-05-06
Review Source: Capterra

Please don't use it. I don't know how can anyone have a good experience with ngDesk. They are not able to provide a stable and robust product.

Pros
Very good features for helpdesk and ticketing. We start using ngDesk almost a year ago. It looked good and promising with all the customization we wanted.

Cons
Nothing works as it should. Every week or day we have a new problem. Also the support is very bad. Most of the problems are open for months. The system is down very often and the end customers are complaining all the time.

Rating breakdown

Value for money
Ease of use
Features

Likelihood to recommend: 1/10

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Vivek Narayan

Awesome features at no cost at all

Used daily for 6-12 months
Reviewed 2019-12-03
Review Source: Capterra

The software is highly customizable that makes it easier to tailor it to your precise business needs. We were looking for a support tool that is not only easy to use and hassle-free but also allows us to maintain our own custom knowledge base. Thanks to ngDesk we now have a structured knowledge base available for easy reference to our customers.

Pros
The platform supports an extremely user-friendly interface that makes it easy to use. This has reduced the training time for our support team significantly. There are multiple features and options that can be configured to suit a wide range of business application needs. We have been using this software not only to manage our customer support requirements but also to maintain our client database, staff details, etc. The custom modules feature makes it even better. Regular feature enhancements and new options add to our overall satisfaction with the product. Keep up the good work!!

Cons
Not many that I can think of. But yes, new feature additions and regular updates make it a little slow at times.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Shibani Banik

Best ticket app for streamlining processes

Used daily for less than 6 months
Reviewed 2020-01-02
Review Source: Capterra

Very easy to use the tool. Especially, the steps for easy integration with CRM are less while the performance is more. This is a big plus. The product has met our expectations.

Pros
Overall, the use of ngDesk has transformed our customer service department greatly. It’s easy to use, navigate and customize. Particularly, I like the advanced tools that come loaded with a host of new features for managing support. It’s easy to create and manage tickets without missing any requests. It contributes to almost any kind of remote tech support from anywhere, anytime. In addition, the customizable features are extremely easy to set up as per the needs of the organization. Moreover, the ease of navigation, user-friendliness due to a lot of add-ons work great. Also, with powerful automation features, it's great for end-to-end project management day in and day out. I just love the customer portal and knowledge base that lets me manage my tickets thereby, making tasks much easier. Now organizing and meeting support requests is easier while keeping our customers happy.

Cons
With newly added options, features and functionalities, some features are not so easy to configure and sometimes it takes more time than usual. The interface could be more interactive.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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ngDesk pricing

Starting from
$9/month
Pricing options
Free
Subscription
View Pricing Plans

The always free plan includes unlimited users and agents, unlimited tickets and chats, and custom modules.
Team version costs $ 9/user/month and includes all of the features of the free plan, plus 24/7 priority support, CRM integrations, and SSO.
Professional version costs $29/user/month and includes all of the features of Team, plus custom development and plugins, GDPR, HIPPA, and SOX compliance, and on premise install.

ngDesk features

API
Activity Dashboard
Alerts / Escalation
CRM Integration
Chat
Customizable Branding
Email Integration
Knowledge Base Management
Multi-Channel Communication
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management

Automatic Notifications (109 other apps)
Instant Messaging (104 other apps)
Monitoring (113 other apps)
Multi-Language (76 other apps)
Reporting & Statistics (142 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for ngDesk

Key features of ngDesk

  • Automated Routing
  • Canned Responses
  • Email Management
  • File Sharing
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base
  • Live Chat
  • Macros/Templated Responses
  • Offline Form
  • Proactive Chat
  • Real-time Chat
  • Real-time Consumer-facing Chat
  • Reporting/Analytics
  • Service Level Agreement (SLA) Management
  • Support Ticketing
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Website Visitor Tracking
  • Workflow Configuration
View All Features