Help desk software is designed to provide a customer with information and support regarding a company’s products or services. Customer inquiries are typically submitted via multiple channels including email, phone, or social media.
Help desk software provides a ticketing system for staff to organize and respond to customer inquiries as well as create information portals on the company’s website. Help desk platforms are used by customer service teams to streamline the support process and provide analytics into customer engagement across all communication channels. Help desk software may contain additional self-service, social customer service integrations or live chat software modules, or they possess those capabilities to create a complete customer service experience. Those that strictly concentrate on customer support tickets often integrate or run side-by-side with these other customer engagement products.
To qualify for inclusion in the Help Desk category, a product must:
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Vtiger's Help Desk Edition helps small and medium-sized business support organizations provide better customer support. It consolidates and centralizes support requests from multiple channels (including email, calls, the customer portal, chat, and social media) by automatically transforming them into cases in its case management tool, linking to related CRM contacts, and correspondence, notes, projects and other related objects. This provides support agents with a comprehensive history of the case's progress, enabling for more productive engagements and faster resolutions. The support edition's SLAs can be customized and applied based on rules to ensure that all cases are addressed in an appropriate amount of time. Insights and reporting tools help managers identify bottlenecks in the case pipeline, from overworked reps, to slow customer responses. An FAQ that's buildable from cases ensures and accessible to customers ensures no wasted time. All of this ensures that customers receive prompt, high-quality service, and that customer satisfaction scores remain high.
Akio Unified is a cloud-based, unified customer engagement platform. A great customer experience starts with a satisfied support team. Akio provides your agents with tools that are powerful yet simple, keeping their workload light and enjoyable. In addition, Akio Unified provides managers and supervisors with all the necessary tools and KPIs to help them meet their objective and guarantee the best possible customer service.
As businesses use more technology to run their daily operations, support is becoming increasingly challenging. Traditional customer service platforms are inadequate as they fail to facilitate engaging interactions, lack industry context, and are built for 1:1 support, making it nearly impossible to collaborate to quickly and efficiently solve issues. Boomtown’s support platform transforms your agents into heroes without any extra work. It is built specifically for teams that support brick and mortar businesses so it has the tools, workflows, knowledge, and context to solve issues fast.
Founded by former Managing Principal of the NW Region of salesforce.com, Cadalys is a System Implementation partner that helps Fortune 500 and Global 2000 clients succeed. As successful businesses become more sophisticated and experienced purchasers of Salesforce and AppExchange Cloud implementation services, they demand consultants who have more than just an expertise in Salesforce technology. To truly succeed as a business utilizing Salesforce, consultants must have a business savvy and insight that matches their ability to develop and deploy complex technical solutions. Cadalys fills a unique role in the marketplace, complementing our Salesforce and AppExchange Cloud expertise with a rich business-centric approach and perspective. Anyone can deliver a project on time and on budget - we will ensure that your business initiative succeeds as well.
There are many helpdesk softwares, or short helpdesks, but they are usually complicated and overloaded with functions. Central Desk, on the other hand, is not only set up in no time at all, but is also immediately comprehensible and easy to use. A helpdesk that basically starts where e-mail support is no longer sufficient, but the large systems are much too complex. Using Central Desk in everyday life is as easy as writing e-mails, only more comfortable and as effective as a helpdesk software.
Key Features of DiamanteDesk - open-source allows full control over the system and its code base, easy customizations, extra development and integrations as well as building strong community around the product - modern and the most prospective technologies used: PHP 5, Symfony2, OroPlatform, Bootstrap, HTML5, CSS3 - deep integrations with CRM systems (OroCRM, Salesforce, SugarCRM, etc), eCommerce solutions (Magento and Prestashop platforms, Shopify, eBay and Amazon marketplaces and stores, etc) and bug-tracking/project management tools (Jira, YouTrack, Redmine, Basecamp, etc) - full control of the system via API (Application Programming Interface) We know that there are a lot of helpdesk alternatives, that solve most of standard issues but also we know that there are a lot of companies that have special needs and they cannot be satisfied by standard tools. that's why we create open source customer support software to meet your unique needs and follow your business logic
ECTS is a cloud-based complaint management solution that helps businesses across various industry verticals to automate and manage their complaint workflow process. ECTS allows customers to submit issues and complaints electronically via external web portals. Users can notify appropriate staff members of incoming complaints, assign follow-up tasks, perform collaborative investigations and tracking progress until complaints are resolved. The software provides users with customizable settings to configure workflow processes and alter user actions at different stages of a complaint. Users are provided with a central dashboard and calendar to prioritize and keep track of active complaints. ECTS also enables users to upload, view, download and categorize documents. Users can perform searches based on customizable filters and generate reports. ECTS offers a perpetual and annual licenses. Support is available via phone, email and other online resources.
ExDesk is a complete help desk software solution for small and medium size businesses. It's a remotely hosted ASP service, web based, and accessed from any browser for ease of use and affordability. You get a fully configurable system that matches your workflow needs precisely and combines power and simplicity with rapid deployment.