G2

Ricky N.

Mid-Market (51-1000 emp.)

11/17/2023

"Hesk helpdesk helps me helps me help my users"

5/5

What do you like best about Hesk?

Our school system uses another software "solution" for the maintenence 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.

What do you dislike about Hesk?

The only downside of Hesk from my point of view, is that customizing the differnet pages on the support site can be a bit challanging. 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.

What problems is Hesk solving and how is that benefiting you?

Hesk allows me to efficiently and economically keep track of the tasks I need to do day in and day out. If I can herd a teacher to the site and have them enter in their information on a work ticket, both they and I can be sure it will be easily visible on my "to do" list, and the Hesk tech support system is what I use for all official work orders. I even tell my staff and faculty, if they don't put their requests into the work order system, then they simply don't have a work order and I will most likely forget about them. Getting them to use the system is the hard part...once that hurdle has been jumped, Hesk makes the rest of ticket management and tracking a breeze! Review collected by and hosted on G2.com.