HelpDeskのレビュー

The best HelpDesk for small business website owners

製品を使ってみた感想： Customer Support was hard to get a hold of through Shopify App and took over a week to get help and then was told I cannot use my HelpDesk on Shopify I would have to start over with a new account.

良いポイント:

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

改善してほしい点:

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.

We have what we need, but there is always what to improve

製品を使ってみた感想： Everything is suitable and in the end of the day does the job

良いポイント:

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

改善してほしい点:

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.

Love the App

製品を使ってみた感想： Love it, any down time is now spent generating sales.

良いポイント:

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.

改善してほしい点:

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.

Helpdesk

製品を使ってみた感想： We purchased this program to help us with ticket management, as we were handling our customer service tickets through regular email. This system does allow us to do that. However, the system is not customizable, and it is very cumbersome and clunky. I would definitely not recommend this system to anyone else.

良いポイント:

-- 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

改善してほしい点:

-- 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.

Operations and Admin use with My Secure Advantage Inc. (MSA)

製品を使ってみた感想： We love it. We use HelpDesk, LiveChat, and ChatBot

良いポイント:

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

改善してほしい点:

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

Very Useful to start a Helpdesk experience

製品を使ってみた感想： Overall Helpdesk has been great for me to begin using a ticket system. Before we where using Helpdesk it was difficult for my team to keep track of which problems were solved and who was responsible for them, but now my agents always know what they are responsible for and they are able to see each ticket though to completion.

良いポイント:

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.

改善してほしい点:

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.

Great platform for Customer Service

製品を使ってみた感想： We have been able to help a lot more people than before by utilizing this system and have been able to track all issues correctly to help prevent them in the future.

良いポイント:

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

改善してほしい点:

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.

The best program of customer service

製品を使ってみた感想： It is an efficient, helpful, useful and fast program.

良いポイント:

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

改善してほしい点:

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

Good

良いポイント:

API integrations and Automated workflows.

改善してほしい点:

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

HelpDesk is a great.. helpdesk!

良いポイント:

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.

改善してほしい点:

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.

Easy to use!

良いポイント:

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.

改善してほしい点:

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.

So easy you can't pass it up!

製品を使ってみた感想： It's been a pleasure to use and has made my job so much easier!

良いポイント:

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!

改善してほしい点:

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

mixed bag

製品を使ってみた感想： We definitely use the ticketing every day and it is easy enough to use. Now that the pricing schema has changed, we are much less happy because we have to pay for LiveChat which we only use as user interface on the website and the HelpDesk pricing is slightly too high in our view.

良いポイント:

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.

改善してほしい点:

- 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.

Easy to use customer service software

製品を使ってみた感想： Our main goal is not to have customer support but we know that's nearly impossible. We integrated the API with our SAAS and users can request customer support in a matter of 2 clicks.

良いポイント:

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.

改善してほしい点:

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

Awesome System!

製品を使ってみた感想： Overall, this feature has been super useful to my business, highly recommend!!

良いポイント:

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

改善してほしい点:

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

Better than others I've used

良いポイント:

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

改善してほしい点:

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

Helpdesk & Pyzel Surfboards

製品を使ってみた感想： Overall my experience has been fantastic. Helpdesk has helped our employees in different location come together to support customers quickly and easily.

良いポイント:

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.

改善してほしい点:

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

Superb Product but lacking some features

良いポイント:

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

改善してほしい点:

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.

Better than the rest!

製品を使ってみた感想： We've used Salesforce Service Cloud, Zendesk, Groove and a slew of others. The team at Helpdesk has built a functionally rich solution that doesn't require a degree to understand how to operate. We're able to manage tickets in a clean and visually minimal environment and get information without needing to execute multiple clicks. Definitely recommend this solution for teams of all sizes.

良いポイント:

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.

改善してほしい点:

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

Hekpesk review

良いポイント:

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

改善してほしい点:

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

Buena herramienta para la gestión de tickets y priorizar soluciones

良いポイント:

Todas las solicitudes, dudas y comunicaciones están en un solo lugar y son más fáciles de encontrar y administrar. Puedes en el futuro revisar respuestas y tener un repositorio de incidencias y soluciones. Mucho más efectivo que el correo para que todo el equipo tenga a mano la información.

改善してほしい点:

Echo en falta algunas opciones más avanzadas que ofrecen otras soluciones de Helpdesk, aunque estoy aún probándola y en general no me disgusta en absoluto

Ease of Helpdesk

良いポイント:

Very simple to use and does exactly what we need.

改善してほしい点:

It is sometimes difficult to find some old tickets.

Helpdesk does it All!

製品を使ってみた感想： Helpdesk has been easy, from setup to use. It makes my life easier and everyone how creates tickets lives easier

良いポイント:

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

改善してほしい点:

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

Kronan guld review

製品を使ってみた感想： We got much better service level by using helpdesk.

良いポイント:

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

改善してほしい点:

Nothing I can think of, it does a great job

Helpful Product

製品を使ってみた感想： I find HelpDesk to be an extremely powerful tool. I have yet to come across a time where I think to myself "HelpDesk should do this..."

良いポイント:

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

改善してほしい点:

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