Helpdesk

Jun 28, 2022

Introduction

HelpDesk’s mission, according to its website, is to help businesses save money, time, and energy resources for more challenging tasks.

Using their software, businesses can reduce or eliminate manual effort in resolving customer queries and manage their entire communication with customers in one place.

The customer service tasks the software can handle include answering simple or repetitive questions, updating tickets, and providing assistance in finding the right resource.

 

Main Features

Ticket management – Manage incoming emails, requests from web forms and any other sources from the HelpDesk dashboard. Using their tags functionality you can group tickets together based on specific filters and create custom ticket lists.

Automation – Automate repetitive tasks and optimise your response time. The software also lets you create automated workflows and canned responses to repetitive questions to speed up your response time.

Integration – HelpDesk allows you to integrate with apps to create the ultimate digital workspace. Some of the applications you can integrate with are LiveChat, Shopify, Zapier, HubSpot, GitHub, Jira, and Salesforce.

Analytics – Analyse reports to gain insights and make better decisions for your business. You can use the data to measure your performance and find trends. Get insights such as your response times, and spot peak times when you get more messages than usual. HelpDesk allows you to download reports or export your data to get an overview of your current results and historical data.

Personalisation – HelpDesk allows you to customise all the elements that are the touchpoints with your customer, including your email domain, agent signature to the email message template, or agent rating message. You can also add visual elements to your emails that highlight your brand identity.

Pricing

Team plan – $29 per month (per agent billed annually) or $34 month-to-month

The Team plan comes with the following features:

  • Dashboard access
  • Workflow management
  • Customisation
  • Ticketing system stats and reports
  • Security
  • Product support
  • Access to archives
  • Integrations

They offer a free 14-day trial with no credit card required

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Pros

  • Affordable compared to other options.

  • Enhanced Problem Solving

  • Increased Customer/Employee Satisfaction

  • Cost-Effectiveness

  • Better Reporting and Analysis

Cons

  • Emails cannot be customised without knowledge of HTML

  • Integration Challenges

  • Knowledge Base Dependence

  • Limited Functionality

FAQs

Helpdesk.com offers a user-friendly interface for easy setup. You can be up and running within a few hours, depending on the complexity of your customization needs.

Helpdesk may offer limited migration assistance, but it’s best to check with their support team to determine the extent of their help and any potential fees.

Helpdesk allows customization of ticket forms and workflows to suit your specific needs. This can include customizing fields, ticket categories, and automation rules.

Helpdesk allows assigning different user permissions for agents and administrators. This ensures data security and restricts access based on user roles.

Helpdesk offers integrations with various third-party applications, such as CRM software, accounting software, and communication platforms.

Helpdesk offers reporting tools that track key metrics like agent performance, resolution times, and customer satisfaction. This data can help you identify areas for improvement and optimize your support processes.