HelpDesk

Avantages

Using this ticketing system, you can manage all of your communication with clients (emails, live chat messages, and others) in a simple and easy way. You can create ticketing lists using defined filters or tags – it helps to manage tasks between teammates. I really like the feature of adding your own notes to the ticket – thanks to that all users can see it and use it to solve the client’s problem.

Inconvénients

Pricing is a bit high, so there is a possibility that startups and small companies won’t be able to afford this tool.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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

Avantages

Easy to use, user friendly, easy to instal

Inconvénients

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

Avantages

HelpDesk is very easy to set up and start using. I find it especially helpful for some of our non-technical co-workers, compared to other support software we've used which required some extensive instructions to help onboarding coworkers.

Inconvénients

Certain actions can only be done using the multiple select checkbox, for example closing a single ticket either requires you to go into the ticket and update the status, or use the multiple select checkbox to close a ticket.
The spam filter is also quite annoying, while it does block a lot of spam emails, we've missed quite a few non-spam tickets, resulting in upset clients.