Helpdesk Reviews: 4.6/5 — Highly Rated

Resolve problems faster.Get real-time reports and insights. Ease for all users.

Sometime connection problem occurred while on support.

Network connectivity problems or most of all problems that our developers faced or client faced.

Effective to work on customer support queries.

Sometimes export tickets do not work and do not receive notifications instantly.

Do not receive notifications instantly which is one of the cons of it. Easy tool to work with.

This Helpdesk system is very easy to use. User interface is very intuitive. Conversation history is embedded in the ticket detail make it easier to keep track.

Doesn't show tags on the ticket listing page.

Improve our customer support with customer. Help customer support agents communicate effectively with customers.

The ability to follow up and track requests

When there are multiple back & forth emails on a request, the threads are clunky.

HelpDesk helps with managing the ongoing and never-ending requests from multiple people. IT managers can assign requests and track customer satisfaction.

The filters and being able to link refer

The filters and being able to reference back to the desk case

To better communicate to our customers

What I like the most about Helpdesk is its interface. Its very interactive and engaging. User interface and experience also seems quite decent with the necessary features.

I think what I like least about Helpdesk is its pricing and possibly its customer support at times. There have been times where the response time and SLA have not been complte met, but this is not very frequent.

Helpdesk used to help me solve business problems like priorization, work allocation, ticket tracking, and SLA trackng. It gave some basic reports which were useful to share with business heads too.

Features provides are easy and best in tool

Can be more user friendly then now it is

Can automate tasks, send ready messages, real time reporting

The most helpful features are the organizational tools, such as flagging tickets based on priority, dept etc... Tickets can also be assigned to individual users regardless of group and team.

This system takes over our standard email inbox and occasionally makes replying to standard emails more complicated than it could be. This can be amended by replying to standard emails via a client such as Outlook.

Organizing and tracking customer service-oriented support across internal and external clients. We use this software on a daily basis to track to majority of our support requests across our small team.

What I like about HelpDesk is that it allows you to create teams of service agents that can be assigned different tasks, however, absolutely everything is kept in one place. I can also say that the user experience impressed me, because the page is incredibly fast to load all its features. In addition, you can configure the application so that all tickets arrive first to your email to notify you.

HelpDesk has a high cost per agent, you can only save if you purchase annual plans, since when you select monthly plans they increase considerably.

In the organization where I work it was necessary to implement a platform that would allow us access and visibility to meet customer requirements. HelpDesk has helped us automate common responses and that we focus on really urgent tickets to improve our efficiency.

Able to filter on only my open and active tickets.

The dashboard is messy, hard to navigate between the different analytics without getting confused

When there are internal user problems with IT related issues/networking/ others, we use it to triage tickets and track issues