ngDesk Features

ngDesk

Ticket management for customer service and support teams

4.45/5 (11 reviews)

ngDesk Feature Summary

  • 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

Competitor Feature Comparison

API
Activity Dashboard
Alerts / Escalation
Auto-Responders
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Chat
Collaboration Tools
Contact History
Custom Fields
Custom Forms
Customizable Branding
Document Storage
Email Integration
Email Templates
Engagement Analytics
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Filtered Views
Forms Management
HIPAA Compliance
Instant Messaging
Knowledge Base Management
Mobile Integration
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multiple User Accounts
Performance Reports
Permission Management
Productivity Reporting
Real Time Monitoring
Reporting & Statistics
Role-Based Permissions
Rules-Based Workflow
Search Functionality
Secure Data Storage
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Task Tracking
Third Party Integration
Workflow Management
Visit WebsiteCompare App
API
Activity Dashboard
Alerts / Escalation
Auto-Responders
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Chat
Collaboration Tools
Contact History
Custom Fields
Custom Forms
Customizable Branding
Document Storage
Email Integration
Email Templates
Engagement Analytics
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Filtered Views
Forms Management
HIPAA Compliance
Instant Messaging
Knowledge Base Management
Mobile Integration
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multiple User Accounts
Performance Reports
Permission Management
Productivity Reporting
Real Time Monitoring
Reporting & Statistics
Role-Based Permissions
Rules-Based Workflow
Search Functionality
Secure Data Storage
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Task Tracking
Third Party Integration
Workflow Management
Visit WebsiteCompare App
API
Activity Dashboard
Alerts / Escalation
Auto-Responders
Automatic Lead Distribution
Automatic Notifications
CRM Integration
Chat
Collaboration Tools
Contact History
Custom Fields
Custom Forms
Customizable Branding
Document Storage
Email Integration
Email Templates
Engagement Analytics
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Filtered Views
Forms Management
HIPAA Compliance
Instant Messaging
Knowledge Base Management
Mobile Integration
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multiple User Accounts
Performance Reports
Permission Management
Productivity Reporting
Real Time Monitoring
Reporting & Statistics
Role-Based Permissions
Rules-Based Workflow
Search Functionality
Secure Data Storage
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Task Tracking
Third Party Integration
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App


5 reviews

Requires iOS 11.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


18 reviews

ngDesk Feature Reviews

10 reviewers had the following to say about ngDesk's features:

Shibani Banik

Best ticket app for streamlining processes

2020-01-02

Especially, the steps for easy integration with CRM are less while the performance is more.

Pros

I just love the customer portal and knowledge base that lets me manage my tickets thereby, making tasks much easier.

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

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Justin Walker

Quite surprised by what all is offered in a free platform

2019-08-01

Pros

I love the features, the ability to close tickets and communicate via email and the overall feel of the platform and dashboard.

Cons

I think the UI needs to be updated and the contact management process could use some work.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

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

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

2019-11-26

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

Cons

- Some of the features are in beta and are not available to all the users like whatsapp channel and sms channels.

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
Vivek Narayan

Awesome features at no cost at all

2019-12-03

The software is highly customizable that makes it easier to tailor it to your precise business needs.

Pros

The custom modules feature makes it even better.

Cons

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

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Sumanta Thakur

Fabulous tool for ticketing system

2020-01-02

Pros

Undoubtedly, it's an easy to access ticketing tool.

Cons

Not as such at this moment. Expect more features in future.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Akanksha Priya

One of the best application for customer support i came across

2020-01-17

Pros

It is an exceptional tool that gives a lot of features like Ticket management, ChatBots, Scheduling, Custom forms, etc, to make your business requirements well organized and efficient.

Cons

I can't think of any cons as all my needs are managed.

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
Sharath S

One ngDesk many advantages

2020-01-26

Pros

Being a ticketing platform initially its growing as a complete CRM. Chat bots, Forms, custom modules many more features at free of cost.

Cons

There are no cons that I can think of as a daily user of this wonderful product

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
Vassilis Georganos

The worst free software I have ever use!!

2020-05-06

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.

Cons

Also the support is very bad.

Rating breakdown

Value for money
Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

1/10
Source: Capterra
Helpful?   Yes   No
Read more
Nithin Panicker

Great tool for advanced helpdesk solutions

2020-02-05

I have enjoyed using ngDesk and it's tools as a customer service product.

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

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

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

Very good software

2019-06-19

Pros

Its easy to use and make your work to be organized

Cons

Its very useful for organization to make there work going

Rating breakdown

Ease of use
Features

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

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