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Über HelpDesk

HelpDesk ist ein Online-Ticketingsystem, das entwickelt wurde, um die Arbeit deines Teams zu vereinfachen. Biete hervorragende Kundenbetreuung. Mühelos.

Erfahre mehr über HelpDesk

Vorteile:

What I liked the most about HelpDesk is that it gives us the convenience of being able to work on our tickets on an organized page, thus saving a lot of time. It's simple and so easy to use.

Nachteile:

The lack of features so far. We need to have more options on the contact form.

Bewertungen zu HelpDesk

Durchschnittliche Bewertung

Benutzerfreundlichkeit
4,7
Kundenservice
4,5
Funktionen
4,2
Preis-Leistungs-Verhältnis
4,3

Weiterempfehlungsquote

8,3/10

HelpDesk hat eine Gesamtbewertung von 4,5 von 5 Sternen basierend auf 71 Nutzerbewertungen auf Capterra.

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Nutzerbewertungen filtern (71)

Wayne
Wayne
President/CEO in USA
Verifizierter Nutzer auf LinkedIn
Einzelhandel, Selbstständig
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung
Quelle: GetApp

The best HelpDesk for small business website owners

5,0 vor 3 Jahren

Kommentare: 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.

Vorteile:

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

Nachteile:

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.

Nick
Director of Support and Technology in USA
Computer-Software, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Great experience with Helpdesk so far

5,0 vor 3 Monaten

Vorteile:

Love the interface and ease of use. The interface and workflow is intuitive and easy to work in.

Nachteile:

Looking forward to new features about segmenting users and customers who submit tickets.

Antwort von Text

vor 2 Monaten

Hello Nick! Thank you for sharing your positive experience with HelpDesk. We're thrilled to hear that you love the intuitive interface. We're excited about your interest in new features for segmenting users and customers, and we'll keep working to enhance your experience further. We're glad to have made a positive impact and look forward to continuing to support your team. Thank you for your trust in us!

Sam
Director in UK
Computer- & Netzwerksicherheit, 2–10 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

Knowing where your data is kept is important when It comes to customer support

5,0 vor 2 Monaten Neu

Kommentare: Very good, support easy to work with and the plans are reasonably priced

Vorteile:

It's easy to use and not too hard to integrate with websites. The UX/UI is important.

Nachteile:

The custom support email section is hard to understand and still not sure if set up correctly, or if there are any additional steps to take

Antwort von Text

vor 2 Monaten

Hello Sam! Thank you for taking the time to share your thoughts on HelpDesk! We're thrilled to hear that you find our platform easy to use and appreciate the importance we place on UX/UI design. We also appreciate your feedback regarding the custom support email setup. We understand the importance of clarity in every service aspect, especially in such an important area. Please feel free to contact our support team if you need any assistance— we're here to help you every step of the way. Thank you again for choosing HelpDesk and for your valuable feedback. We're here to ensure you have the best possible experience. Best regards, HelpDesk Team

Tristan
Chief Executive Officer in Malta
Finanzdienstleistungen, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Helpdesk needs more work to be optimum for us personallly

3,0 vor 4 Wochen Neu

Vorteile:

AI summary is a great feature. Apart from that its a quite basic version of a helpdesk to be honest

Nachteile:

I mean the helpdesk need quite a bit of updates to be suitable for a multi-brand environment. We use tags to seperate departments because the groups are being used for different brands. So there is no other option to seperate departments. Development launches from helpdesk side seem quite slow as well. Cannot change design of contact forms as well to fit different website styles.

Antwort von Text

vor 3 Wochen

Dear Tristan, Thank you for taking the time to share your feedback with us. We’re happy to read that you’re enjoying the AI summary feature—it's great to know it's helping your team. We truly appreciate your candid input on the areas where HelpDesk could improve, especially in the context of a multi-brand environment. Your suggestions about department separation and contact form design are invaluable, and we're always looking for ways to enhance our product to better serve you. While we understand that development may seem slow at times, I assure you that we’re constantly working on updates and enhancements to meet your needs. Your insight will help us prioritize features that matter the most to our users, and we're optimistic that the improvements we’re making will be worth the wait. Please don't hesitate to reach out if you ever have more feedback or need assistance. Thank you. HelpDesk Team

Adam
Founder in Spanien
Marketing & Werbung, 2–10 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Efficient Help Desk solution

5,0 vor 4 Monaten

Kommentare: Even though in our business model we don't deal with as many clients as say a manufacturing company, it is still important to solve clients' inquiries on time.
Being a small company, without the integrations and the efficient management, that wouldn't be possible.

Vorteile:

The feature I like the most that influenced me to choose HelpDesk is the ability to integrate it with a plethora of different platforms and automate a lot of processes. At this stage of growing our company, we are focused on streamlining our workflow and optimizing the usage of the resources we have.

Nachteile:

I don't think there are many things they got wrong. We had some glitches and slowdowns on certain occasions. Also, I think a sound notification when a new message arrives could be helpful.

Antwort von Text

vor 2 Monaten

Hello Adam! Thank you for taking the time to share your thoughtful feedback on HelpDesk. We're thrilled to hear that our platform’s integration capabilities and process automation have been instrumental in helping you streamline your workflow and optimize your resources. It's great to know that our platform has contributed to your ability to manage client inquiries efficiently, especially as a small company. Your insights are incredibly important to us. Thank you again for your support. All the best, HelpDesk Team

Mantvydas
CEO in Litauen
Maschinerie, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

In Betracht gezogene Alternativen:

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

4,0 vor 2 Jahren

Kommentare: Everything is suitable and in the end of the day does the job

Vorteile:

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

Nachteile:

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.

Antwort von Text

vor 2 Monaten

Hello! We appreciate your feedback. We understand how important it is to capture specific information like remote software login details or warranty numbers, and to have insights into which products generate the most tickets. We’re excited to share that we’ve recently added several new features that might address some of your needs. Our platform now includes AI-powered tools for smarter ticket management, new integrations with popular platforms to enhance your workflow, auto-assignment features to streamline the ticket handling process, and a comprehensive audit log for better tracking and compliance. Additionally, we’re continuously working on more updates. We encourage you to explore these new features, and we believe they’ll bring even more value to your experience. Thank you again for your feedback!

halee
customer service in USA
Verbraucherdienste, 11–50 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

love help desk

5,0 vor 2 Monaten Neu

Kommentare: I overall love helpdesk. It is very easy to use and i love it better than other things we have used for emails.

Vorteile:

i love that it is very easy to use and not complicated at all.

Nachteile:

it can be a little slow with loading emails sometimes.

Antwort von Text

letzten Monat

Dear Halee, Thank you for taking the time to share your thoughts about HelpDesk. We’re thrilled to hear that you find our platform easy to use and that it has made managing your emails simpler. We understand the importance of efficiency, and your feedback helps us make these improvements. Your satisfaction is our top priority. If you have any more suggestions or need any assistance, please don’t hesitate to reach out. We’re here to help! Thanks again for being a valued customer. HelpDesk Team

Berny
Head of Technical Team in UK
Computer-Software, 2–10 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

Helpdesk - Dradni Group

5,0 vor 4 Monaten

Kommentare: We use helpdesk for tickets, verification codes and sales tracking. I am impressed with its features.

Vorteile:

I like the way it’s easy to use, the layout of it and the functionality both plans offer

Nachteile:

I dislike the introduction of the new plan rather suddenly, taking away features of the team plan.

Antwort von Text

vor 2 Monaten

Hello, Berny! Thank you for sharing your feedback on HelpDesk. We're glad to hear that you find our platform easy to use and that its layout and functionality meet your needs. Your comments about the new plan introduction are noted, and we appreciate your understanding. Thank you for your trust in us!

Gerry
Director in USA
Marketing & Werbung, 11–50 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

Good Choice

5,0 vor 4 Monaten

Vorteile:

The clean design and ease of use are what I like most about HelpDesk.

Nachteile:

A direct print option would be nice to have.

Antwort von Text

vor 4 Monaten

Gerry, thank you for your review! We're thrilled you find HelpDesk's design and usability beneficial. We appreciate your suggestion for a direct print option and will consider it for future updates. We're glad HelpDesk better meets your company's needs. Feel free to reach out if you need anything! Best, The HelpDesk Team

Nicholas
Developer / Technical Support in USA
Informationstechnologie & -dienste, 2–10 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Easy to use!

4,0 vor 4 Jahren

Vorteile:

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.

Nachteile:

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.

Lianne
Virtual Assistant in USA
Professionelles Training & Coaching, 2–10 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

Helpdesk

3,0 vor 4 Jahren

Kommentare: 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.

Vorteile:

-- 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

Nachteile:

-- 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.

Antwort von Text

vor 3 Jahren

Hi Lianne, Here's Weronika from HelpDesk. Thank you for your honest review. I've read it carefully and would like you to know that it's crucial to make HelpDesk usable and meet your needs. Email templates indeed require HTML knowledge, but luckily you can always use our default template. It's ready to implement and will make your messages look professional. I'm sorry we left your message unanswered. We didn't do this on purpose. Our support heroes do their best 24/7 to answer your doubts. I'll see what happened with your ticket to make sure this never happens again. Now, the issue with automated workflows. They're designed to make your job easier, so I deeply regret that it didn't work out as expected. I'd appreciate knowing exactly how you've set them up so we can make them run in your favor. Email us directly at weronika@helpdesk.com to discuss the matter and reactivate your account for a month for free. I'll do my best to make your experience with HelpDesk enjoyable.

Jonny
Application Specialist in USA
Immobilien, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Needs improvement

2,0 letzte Woche Neu

Kommentare: Not very good. It's a simple ticketing system that I'd recommend for beginners or small businesses, but it's not suited for mid-sized companies or experienced agents. Helpdesk keeps coming out with new features that are cool but not a necessity, yet it ignores fundamental features like being able to sort your ticket list.

Vorteile:

it's easy to learn and provides an easy transition for those already using livechat.

Nachteile:

It's lacking some basic features of a ticketing system such as sorting a list or controlling default ticket status actions. The tool is also very flawed in it's design such as being unable to hide another team's shared view from the menu despite not being able to see it's contents; it just clutters the menu unnecessarily. It can also be buggy on both the application and web app such as being unable to type into the textbox after trying to tag another agent in private chat. It happens intermittently on occasion and workaround is to switch to the other platform.

Blair
National Sales Operations Manager in USA
Einzelhandel, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Enjoying Help Desk!

5,0 letzte Woche Neu

Kommentare: HelpDesk has made our response time and accuracy much better when helping customers. Before, we were missing emails in our inbox and customers were not being responded to. Now we have happier customers and less customer emails that are missed!

Vorteile:

I love that it makes it easier for our customers to reach out to us after hours and keep track of requests. This keeps our company email inbox low as everything goes to HelpDesk!

Nachteile:

I do not like when we have blocked a spam email from sending us HelpDesk tickets, and they still come through. We request to block the email again, and the system tells us they are already blocked.

Chad
Manager of Member Engagement | Product Owner Internal Systems in USA
Verbraucherdienste, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

In Betracht gezogene Alternativen:

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

5,0 vor 2 Jahren

Kommentare: We love it. We use HelpDesk, LiveChat, and ChatBot

Vorteile:

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

Nachteile:

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

Elsa
SEM Manager in Spanien
Marketing & Werbung, 2–10 Mitarbeiter
Verwendete die Software für: Kostenlose Testversion
Herkunft der Bewertung

Buena herramienta para la gestión de tickets y priorizar soluciones

3,0 vor 2 Jahren

Vorteile:

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.

Nachteile:

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

Antwort von Text

vor 2 Monaten

Hello Elsa! Thank you for taking the time to share your feedback! We're glad to hear that you find our tool effective for managing and prioritizing tickets. We appreciate your comments about advanced options, and we’re excited to let you know that we've recently added several new features that we believe will enhance your experience even further. Some of the latest updates include AI-powered tools for smarter ticket handling, new integrations with popular platforms, auto-assignment features to streamline workflows, and a comprehensive audit log for better tracking and compliance. We're also continuously developing the app with more improvements on the way. We encourage you to give these new features a try, and we'd love to hear your thoughts as you continue to explore the app. Thanks again for your support.

Stephen
I.T. Assistant in USA
Religiöse Einrichtungen, 11–50 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Very Useful to start a Helpdesk experience

5,0 vor 5 Jahren

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Danielle
Non-Profit Manager in USA
Bibliotheken, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

In Betracht gezogene Alternativen:

So easy you can't pass it up!

5,0 vor 5 Jahren

Kommentare: It's been a pleasure to use and has made my job so much easier!

Vorteile:

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!

Nachteile:

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

Rudy
Manager in Schweiz
Rundfunkmedien, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

mixed bag

4,0 vor 2 Jahren

Kommentare: 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.

Vorteile:

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.

Nachteile:

- 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.

Alan
Consumer Products and Marketing Manager in UK
Informationstechnologie & -dienste, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Great Live chat for Instant communication

5,0 letztes Jahr

Kommentare: We are happy with the Livechat, it has given our customers a way to ask us immediate questions and us be able to support them in real time vs an email contact system

Vorteile:

We like the easy integration and ability to show the live chat on the pages we pick, rather than all. Short cuts are a great time saver as we get multiple queries for support so we can send them off

Nachteile:

We don't have many issues with software, just the people on the other end :)

Antwort von Text

vor 2 Monaten

Hello Alan! Thank you for choosing our HelpDesk. We're glad to hear it's meeting your needs, and we're here to support you should you have any further suggestions or questions.

Javier
CTO in Mexiko
Krankenhausversorgung & Gesundheitswesen, 11–50 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Easy to use customer service software

5,0 vor 3 Jahren

Kommentare: 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.

Vorteile:

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.

Nachteile:

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

Sifiso
Consultant in Südafrika
Konsumgüter, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Best software to use

5,0 letztes Jahr

Vorteile:

it makes customer interaction and resolving queries easier.

Nachteile:

there is nothing bad about the software honestly.

Antwort von Text

vor 2 Monaten

Hello! Thank you so much for your review. We're delighted to hear that our software has made customer interaction and query resolution easier for you. If you ever have any suggestions or need assistance, we're here to help! Thanks again for choosing our HelpDesk!

Harland
Customer Service Manager in USA
Sportartikel, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Helpdesk & Pyzel Surfboards

5,0 vor 2 Jahren

Kommentare: Overall my experience has been fantastic. Helpdesk has helped our employees in different location come together to support customers quickly and easily.

Vorteile:

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.

Nachteile:

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

Madde
Underwriter in USA
Versicherung, 2–10 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Awesome System!

5,0 vor 4 Jahren

Kommentare: Overall, this feature has been super useful to my business, highly recommend!!

Vorteile:

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

Nachteile:

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

Abdul
Managing director in UK
Informationstechnologie & -dienste, 2–10 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Better than others I've used

4,0 vor 4 Jahren

Vorteile:

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

Nachteile:

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

Jacob
Retail in USA
Sportartikel, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Love the App

5,0 vor 2 Jahren

Kommentare: Love it, any down time is now spent generating sales.

Vorteile:

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.

Nachteile:

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.