Hesk Reviews & Product Details

HESK excels across various key aspects, making it a standout choice for businesses. Its intuitive interface ensures ease of use, enabling teams to adapt quickly. Implementation is a breeze, thanks to straightforward setup processes. The platform's customer support is exemplary, providing timely assistance when needed. With a user-friendly design, HESK promotes frequent use, ensuring consistent engagement. Boasting a rich array of features, it caters to diverse needs without overwhelming users. Furthermore, its ease of integration with other tools enhances overall workflow efficiency, making HESK a comprehensive and user-friendly solution for customer support needs. Review collected by and hosted on G2.com.

HESK shows promise, but improvement is needed in certain areas. The platform could benefit from a more intuitive interface to enhance ease of use, reducing the learning curve for new users. Addressing customer support response times in terms of AI & ML experiences would contribute to an efficient user experience. Enhancements to features and their accessibility could cater to a wider range of user needs. Improving integration capabilities would foster a more seamless collaboration with other tools. Focusing on these areas of refinement would elevate HESK's overall performance and user satisfaction. Review collected by and hosted on G2.com.

Our school system uses another software "solution" for the maintenance help desk, but for my needs in the IT department, their software is just too confusing and is overkill for my needs; I just need to keep a list of who needs me for what, add notes about the progress of their work ticket, and then be able to search for name, device, school, etc to find the ticket in the future should I need to refer to it. Hesk checks all of these boxes at a price that other vendors simply do not come close to.

Setup is a breeze...you can add custom categories, responses, edit the email templates, etc. Users are easily added for both the support end, and if needed, you can add users for the "customer" end of things as well. For a system that I depend upon and use every work day, I couldn't hope to find a better one at any price. Review collected by and hosted on G2.com.

The only downside of Hesk from my point of view, is that customizing the different pages on the support site can be a bit challenging. But, I'm not a business and don't need "custom branding" or logos or things like that...I only need a place a teacher can quickly and easily post their needs. For me I wouldn't even list this "shortcoming" as a dislike really. Review collected by and hosted on G2.com.

Hesk has an amazing equilibration between receiving support requests via the built-in forms systems or via an IMAP connection with the emails server and with the knowledge base features which look like to some professional non open source ticketing softwares like the Atlassian's Jira and FreshDesk. Review collected by and hosted on G2.com.

The administration's UI specifically for editing, updating, adding and changing knowledge base articles are a little bit of old school design and it can be confusing in the beginning. Also, it's not very easy to implement another design if you don't know some coding. Otherwise, you can find paid themes online for the Hesk. Review collected by and hosted on G2.com.

It's incredibly easy to create support articles and manage support tickets, very user friendly for any outsiders and requires very minimal agent training as it's very simple to learn and manage! Review collected by and hosted on G2.com.

There isn't much I don't like honestly, personally, I think the management panel could do with some UI improvements just for aesthetic purposes, however it's very easy to use regardless. Review collected by and hosted on G2.com.

Full disclosure: I'm comfortable hacking around with PHP and poking at a server so I may be a bit biased, but I have used this software since 1.x and I still install it for small businesses. It's free (after initial donation), endlessly customizable, and just plain works. You can tailor it for so many industries, situations, and specs, without having to dream up bizarre workarounds like you do with most SAAS offerings. Even if you can't modify the code, it has a ton of built-in options out of the box... and that's how I use it for my own business. Review collected by and hosted on G2.com.

It would be nice to have an SMS integration and a more intuitive archive system, but there's not much I dislike. Review collected by and hosted on G2.com.

The new version 3 Hesk has an amazing interface both on the front and back ends. Simple yet intuitive controls, decent amount of features and the ability to use either/or both the help desk or knowledgebase features. I love that you can run this on any local or web based server and completely customize this to your needs. Review collected by and hosted on G2.com.

I do not like that you have to purchase and use their cloud driven option vs paying additional fees just to get the in-depth analytics on the backend to better view your techs and ticketing responses and so on. Review collected by and hosted on G2.com.