About ngDesk

ngDesk is a cloud-based customer service solution, which assists customer support teams with ticket management and query resolution. Key features include forms management, collaboration, chatbot creation, rule-based workflows, knowledge base management, and multi-channel communication.

The ngDesk platform comes with a centralized dashboard, which allows administrators to create list layouts for tickets, as well as group tickets by team, status, and other fields. It comes with preconfigured templates to resolve customer queries via channels such as email, Facebook, text messages, and more. Teams can use rule-based chatbots to capture data from customers, save past conversations for analysis, optimize customer engagement, and access metrics including source country, browser used, and pages visited by customers.

ngDesk helps businesses create and manage knowledge bases and self-service portals, helping customers resolve queries. Customers can use the live chat feature to share queries with agents, enabling businesses to optimize conversion rates. The system is compliant with various regulations including GDPR, HIPAA, and SOX.

Devices

Business size

S M L

Markets

Canada, United States

Supported Languages

English

Images

ngDesk ticket filtering
ngDesk support request manager
ngDesk configuration manager
ngDesk request manager
ngDesk analytics
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ngDesk video
ngDesk screenshot: ngDesk ticket filtering ngDesk screenshot: ngDesk support request manager ngDesk screenshot: ngDesk configuration manager ngDesk screenshot: ngDesk request manager ngDesk screenshot: ngDesk analytics

Features

Total features of ngDesk: 49

  • API
  • Activity Dashboard
  • Alerts / Escalation
  • Auto-Responders
  • Automated Routing
  • CRM
  • Canned Responses
  • Chat/Messaging
  • Collaboration Tools
  • Customizable Branding
  • Customizable Fields
  • Document Storage
  • Email Management
  • Engagement Analytics
  • File Sharing
  • Forms Management
  • HIPAA Compliant
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multiple User Accounts
  • Offline Form
  • Proactive Chat
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Reporting/Analytics
  • Rules-Based Workflow
  • Search/Filter
  • Secure Data Storage
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Progress Tracking
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management

Alternatives

Zendesk

4,4
#1 Alternative to ngDesk
Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets...

DeskPRO

4,6
#2 Alternative to ngDesk
Deskpro is multi-channel helpdesk software that can be Cloud or self-hosted. The helpdesk app includes using filters,...

LiveAgent

4,7
#3 Alternative to ngDesk
LiveAgent is a web-based help desk solution which enables the management of support tickets from multiple channels,...

Salesforce Service Cloud

4,4
#4 Alternative to ngDesk
Engage with your customers when and where they are. Deliver service across every channel, over any device. Empower your...

Reviews

Overall rating

4,5 /5
(11)
Value for Money
4,8/5
Features
4,4/5
Ease of Use
4,5/5
Customer Support
4,8/5

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Showing 5 reviews of 11
Shashank S.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

One of the top helpdesk/ticketing/crm software out there.

Reviewed on 2019/11/26

Pros

- Feature Rich, It has custom modules to Tickets, Chat, Chatbots, Customization, Reporting, Scheduling, Escalations. It pretty much is a combination of a what a lot of ticketing systems offer at the same time I can find everything we need in one place without having to set up multiple accounts. for ex: Zendesk with Pagerduty.

- Customer Support is amazing I have had a couple of feature requests and I was surprised that they rolled it out in a month.

- It's completely free which is amazing and the website says it continues to be free.

Cons

- Some of the features are in beta and are not available to all the users like whatsapp channel and sms channels. It is restricted by countries which a little bit of a bummer but hopefully they get it out to everyone soon.
-

Nithin P.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Great tool for advanced helpdesk solutions

Reviewed on 2020/02/05

I have enjoyed using ngDesk and it's tools as a customer service product. Being able to automate...

I have enjoyed using ngDesk and it's tools as a customer service product. Being able to automate most of my processes makes my life a whole lot easier.

Pros

What I like most about ngDesk is the flexibility of the features included in the free version. I am able to customize almost all features to fit my business requirements.

Cons

I wish all the features were free, including the premium subscription features

Vassilis G.
Overall rating
  • Industry: Computer Software
  • Company size: 11-50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 1.0 /10

The worst free software I have ever use!!

Reviewed on 2020/05/06

Please don't use it.
I don't know how can anyone have a good experience with ngDesk.
They are not...

Please don't use it.
I don't know how can anyone have a good experience with ngDesk.
They are not able to provide a stable and robust product.

Pros

Very good features for helpdesk and ticketing.
We start using ngDesk almost a year ago. It looked good and promising with all the customization we wanted.

Cons

Nothing works as it should.
Every week or day we have a new problem.
Also the support is very bad. Most of the problems are open for months.
The system is down very often and the end customers are complaining all the time.

Vivek N.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Awesome features at no cost at all

Reviewed on 2019/12/03

The software is highly customizable that makes it easier to tailor it to your precise business...

The software is highly customizable that makes it easier to tailor it to your precise business needs. We were looking for a support tool that is not only easy to use and hassle-free but also allows us to maintain our own custom knowledge base. Thanks to ngDesk we now have a structured knowledge base available for easy reference to our customers.

Pros

The platform supports an extremely user-friendly interface that makes it easy to use. This has reduced the training time for our support team significantly. There are multiple features and options that can be configured to suit a wide range of business application needs. We have been using this software not only to manage our customer support requirements but also to maintain our client database, staff details, etc. The custom modules feature makes it even better. Regular feature enhancements and new options add to our overall satisfaction with the product. Keep up the good work!!

Cons

Not many that I can think of. But yes, new feature additions and regular updates make it a little slow at times.

Shibani B.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Best ticket app for streamlining processes

Reviewed on 2020/01/02

Very easy to use the tool. Especially, the steps for easy integration with CRM are less while the...

Very easy to use the tool. Especially, the steps for easy integration with CRM are less while the performance is more. This is a big plus. The product has met our expectations.

Pros

Overall, the use of ngDesk has transformed our customer service department greatly. It’s easy to use, navigate and customize. Particularly, I like the advanced tools that come loaded with a host of new features for managing support. It’s easy to create and manage tickets without missing any requests. It contributes to almost any kind of remote tech support from anywhere, anytime. In addition, the customizable features are extremely easy to set up as per the needs of the organization. Moreover, the ease of navigation, user-friendliness due to a lot of add-ons work great. Also, with powerful automation features, it's great for end-to-end project management day in and day out. I just love the customer portal and knowledge base that lets me manage my tickets thereby, making tasks much easier. Now organizing and meeting support requests is easier while keeping our customers happy.

Cons

With newly added options, features and functionalities, some features are not so easy to configure and sometimes it takes more time than usual. The interface could be more interactive.

Showing 5 reviews of 11 Read all reviews

ngDesk FAQs

Below are some frequently asked questions for ngDesk.

ngDesk offers the following pricing plans:

  • Starting from:
  • Pricing model: Free, Subscription
  • Free Trial: Available

The always free plan includes unlimited users and agents, unlimited tickets and chats, and custom modules. Team version costs $ 9/user/month and includes all of the features of the free plan, plus 24/7 priority support, CRM integrations, and SSO. Professional version costs $29/user/month and includes all of the features of Team, plus custom development and plugins, GDPR, HIPPA, and SOX compliance, and on premise install.

We do not have any information about ngDesk features

ngDesk has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

ngDesk supports the following languages:

English

ngDesk supports the following devices:

Android (Mobile), iPhone (Mobile)

We do not have any information about what integrations ngDesk has

ngDesk offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat

Related categories

See all software categories found for ngDesk.