HelpDesk

The ideal tool for Support Teams

良いポイント:

Using this ticketing system, you can manage all of your communication with clients (emails, live chat messages, and others) in a simple and easy way. You can create ticketing lists using defined filters or tags – it helps to manage tasks between teammates. I really like the feature of adding your own notes to the ticket – thanks to that all users can see it and use it to solve the client’s problem.

改善してほしい点:

Pricing is a bit high, so there is a possibility that startups and small companies won’t be able to afford this tool.

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.

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

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.