HelpDesk Reviews

Features, layout, tags, spam blocking, email signature in outgoing emails, domain verification for outgoing emails so it has our email address

You can not integrate with Shopify unless you start a whole new account with a different domain and email then you have to start all over from scratch. Very disappointed as I have an integration with LiveChat but HelpDesk is separate for some reason in Shopify and they are the same company.

Great to have a form for customer to fill which was easy to implement in the website and to start gather tickets

We needed different inputs to a form and we were unable to create custom inputs or text box to gather more specific information from customer, for example remote software login details or warranty number. Also we lack of analysis data, we cant know which our selling products receive most tickets.

The simple fact that customers can come and file any questions, comments or updates in a single organized application is huge. No more missed voicemails and missed sales.

I wish there was a way to automatically group new tickets that should be part of the same thread. I've noticed out less tech savvy customers will 'reply' to a ticket by creating a new ticket, every time. If there was a way to automatically re-attach the new thread to existing ticket would be amazing.

-- Provides an easier way to manage requests that come into our business than through regular email.
-- Gives an option for writing internal notes so that agents can make private comments to one another inside tickets for background
-- Keeps all our support requests in one location so they are easier to find and manage than regular email

-- Templates / emails cannot be customized without knowledge of HTML
-- Poor customer service -- we have submitted tickets as well as chatted with CS on issues that required further investigation on their end. They have told us each time they would get back to us, but they never have. If they can't resolve the issue right at that moment, we never hear from them again.
-- Our automated responses that we have set up to trigger when someone submits a ticket go our to every agent, every single time someone submits a ticket. Very annoying. The automated responses also become part of the ticket thread, which makes the threads long and cumbersome. We have asked them to please shut this off, and have been told they cannot do that.

We love the ability to quickly process support and/or member-facing requests through the website or the App.

N/A - Support isn't available live since we are on the west coast of the United States and y'all are in Poland. Even though we have to submit tickets, support has been very quick and collaborative

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.

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.

Helpdesk is easy to use and straight forward. It includes automations for sending messages where they need to go.

Keeping an eye on all things necessary to you can be difficult at first. You have to make sure that filters are setup correctly or you can lose track of some tickets.

I used to work for a company that answered 200+ emails a day. This program saved our lives. Number one for working efficiently.

There is no such thing, unfortunately. Everything is perfect.

API integrations and Automated workflows.

As an admin, I should be able to manage all the tickets without joining the team.

HelpDesk is simply a great helpdesk app - it does what it is supposed to and does well. It's easy to set up, admin and configure to your needs. The great benefit is integrating with other apps from LiveChat to expand or minimize your customer experience down to your needs.

Sometimes I had issues finding the right settings (I was expecting them to be in different places than I've found them), but that's a minor thing that didn't have much influence on the overall experience.

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.

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.

There is really no learning curve for using this software. From the first day you are ready to go, helping your clients, and getting feedback for your services. They are very receptive to feedback and are constantly improving the software. Love it!

I love it!! This software is so easy to use I don't have any complaints.

The integration was pretty easy, and the reliability is great, we never had one failure in 3+ years of using it. The support team is great and reacts almost immediately.

- Lack of a proper mobile app- when used in a mobile browser, almost impossible to use- no plugin for WordPress- we have to use LiveChat as well although we don't want it, as it has a WordPress plugin and HelpDesk does not. So we have to manage two environments.

It is very easy to integrate with any kind of product. Users in our SAAS can now in a matter of 2 clicks give us feedback or request some customer support.

None, I really love how easy was to set up with out SAAS

This product is so easy to use. I love the ability to assign different messages to different users.

I wish that we would be able to receive a notification sound when we received a message on the help desk.

I used to use LiveChat ticketing but it wasn't mobile friendly.

+ Doesn't have direct integration with ChatBot.
+ No smileys when replying to tickets.

From integration to customer support, Helpdesk was in fact the most helpful asset to provide our customers and will continue to be for the foreseeable future.

There could always be more customizations on things like widget format and email format, but generally speaking everything is great.

It's easy to understand and aesthetically pleasing to work in.

It lacks some of the more advance features that more mature Helpdesk solutions offer. The integration with their livechat product is weak and essentially worthless.

Super easy to get up and running and start managing customer support inquiries. The support team at HelpDesk is very attentive in addressing any questions.

Tighter integration with LiveChat when we selected the software would have been great, but that has since been rolled out.

Integration and customization are very easy. You can be up and running in no time.

Using LiveChat and Helpdesk still feels a little too separated, agents, tags, and canned responses do not carry from one to the other.

Very simple to use and does exactly what we need.

It is sometimes difficult to find some old tickets.

Helpdesk does exactly what it says on the tin, no fuss! it's simple and clean interface makes dealing with tickets a breeze

I'd love to be able to merge multiple tickets after merging the first, sometimes we get more than one ticket with the same issue from the same person, being able to merge every ticket from them would be a massive help

I love the ticketing system and that it feels like a chat with the customer email

Nothing I can think of, it does a great job

HelpDesk is a great tool when it comes to ticket management. I love how easily organized the dashboard is.

I dont really have any ideas on how to improve the system.

THIS PRODUCT HELPS MY COMPANY IN EVERYDAY ACTIVITIES. WE COULDN'T RUN OUR BUSINESS WITHOUT THIS AMAZING PRODUCT

I DON'T THINK THAT THIS PRODUCT COULD BE IMPROVED. IT HAS ALL THE FEATURES THAT A COMPANY NEEDS TO BE EFFIECIENT