What's The Best 'Help Desk' Software?

GlenH · 11-16-2009, 02:29 AM

I've got a number of software products, at the moment, and the product list is growing.

To help manage clients questions, I'm wanting to set up a dedicated 'Help Desk'.

My idea is the the 'Help Desk' will be set up on it's own domain ( eg www.mysoftwarehelpdesk.com) and not as a sub-domain off of one the software app. sites

I'm looking to 'buy' the software, not get involved with some monthly subscription 'Help Desk' app.

If any one is using 'Help Desk' software, I'd appreciate your thoughts on what you think is the best.

--Glen

m4rx · 11-16-2009, 02:33 AM

I always see Cerberus Help Desk, and it has always worded well for me.

--m4rx

jazbo · 11-16-2009, 02:43 AM

My advice - use HESK - its totally free and just as powerful as any other helpdesk for a one-admin solution.

m4rx · 11-16-2009, 02:48 AM

Hmm... Never heard of Hesk, I must try this :]

--m4rx

Sumaryan85 · 11-16-2009, 04:06 AM

HESK is good for a free script, but if you want to look pro I recommend using kayako support suite.

specially if you have many sites/products to handle kayako is the way to go.

TheNightOwl · 11-16-2009, 04:14 AM

I'm a BIG fan of Ticket Desk Pro (as the folks on my mailing list know all too well! Ha!).

Frank (Haywood)... if you're reading this... Dude! You've gotta change that hokey header graphic. Have you? (I still can't get through to any of your sites to check!)

Great software. Cheap, robust, unlimited site license last time I looked.

Free is nice. But there ain't no support on free. For 60 bucks or whatever Frank's asking these days, seems like a good deal to me, at least.

TheNightOwl

GlenH · 11-16-2009, 06:43 AM

I've sent in about 10 support tickets asking questions about his Ticket Desk Pro'...and still no replies.

--Glen

RickHanson · 11-16-2009, 04:59 PM

Hi Glen,

Check out Help Spot - Help Desk Software for Email/Web Customer Service

I've set this up for clients and they all like it.

What I've found really helpful is the Live Lookup function. Tour: Developer API’S

If you have data on Site A and your desk is on Site B, you can add an app on Site A so that the Help Desk can view the data.

Rick

Greg Jacobs · 11-16-2009, 10:26 PM

I agree- for low-mid volume and non-complex operations, then HESK is better than lots of the paid stuff. Its free and your can pay $30 I think to take out their footer link
Help Desk Software HESK

however if you are running high-volume, you may want to look into something more robust and versatile as HESK is very basic (but works for most)

I have heard the Support Desk software from Quality Unit is very powerful, but have not had a chance to test yet.

nteetzel · 11-28-2009, 02:40 AM

I'll have to say - from a customers view - I really like Ticket Desk Pro.

I was working with someone and really likes the look and function of his support center...

It wasn't until reading this that I went back to see what he was using.

If you look at their demo shots you'll get an idea - but from a customers experience I actually
noticed how much I liked his support system - which is not something I really get to excited about

I haven't purchased it yet - but I'll take be taking a good look at this system - as well as the others.

Nick Teetzel

BenShaffer · 11-28-2009, 11:26 AM

Have tried the paid solutions, but Hesk seems to win every time despite the fact that it is free.

Ben Shaffer

Bronwyn and Keith · 10-29-2010, 05:18 AM

Although we generally don't use a help desk in favour of personal email support the best we have tried is definately HESK.

Plus the price is a no brainer.

Regards

Bronwyn and Keith

Quote:

Originally Posted by BenShaffer

Have tried the paid solutions, but Hesk seems to win every time despite the fact that it is free.

Ben Shaffer

Jesus Perez · 10-29-2010, 09:27 AM

Kayako is the gold standard. I just bought a 1-domain license at LicensePal - Web Hosting Software License Reseller for $239. No monthly fees. It's a onetime purchase that's worth every penny.

There's also an iPhone app that will let you manage tickets from your phone. The app is called "Support Desk" and costs $20.

This combo sealed the deal for me.

10-30-2010, 06:03 AM

For smaller businesses I would suggest: osticket.com
It's a next step in handling tickets instead of emailing back and forth which can grow a large conversation. It also supports knowledge base and premade replies.

11-16-2009, 02:29 AM	#1
GlenH HyperActive Warrior War Room Member Join Date: Jun 2007 Location: Sydney - AUSTRALIA. Posts: 445 Thanks: 0 Thanked 35 Times in 24 Posts Contact Info	What's The Best 'Help Desk' Software? I've got a number of software products, at the moment, and the product list is growing. To help manage clients questions, I'm wanting to set up a dedicated 'Help Desk'. My idea is the the 'Help Desk' will be set up on it's own domain ( eg www.mysoftwarehelpdesk.com) and not as a sub-domain off of one the software app. sites I'm looking to 'buy' the software, not get involved with some monthly subscription 'Help Desk' app. If any one is using 'Help Desk' software, I'd appreciate your thoughts on what you think is the best. --Glen

11-16-2009, 02:33 AM	#2
m4rx PHP Programmer Join Date: Nov 2009 Location: /dev/null Posts: 136 Thanks: 5 Thanked 12 Times in 12 Posts Social Networking Contact Info	Re: What's The Best 'Help Desk' Software? I always see Cerberus Help Desk, and it has always worded well for me. --m4rx

11-16-2009, 02:43 AM	#3
jazbo Systematic Warrior War Room Member Join Date: Oct 2009 Location: Norfolk, England. Posts: 1,906 Blog Entries: 9 Thanks: 35 Thanked 298 Times in 217 Posts Social Networking	Re: What's The Best 'Help Desk' Software? My advice - use HESK - its totally free and just as powerful as any other helpdesk for a one-admin solution.

11-16-2009, 02:48 AM	#4
m4rx PHP Programmer Join Date: Nov 2009 Location: /dev/null Posts: 136 Thanks: 5 Thanked 12 Times in 12 Posts Social Networking Contact Info	Re: What's The Best 'Help Desk' Software? Hmm... Never heard of Hesk, I must try this :] --m4rx

11-16-2009, 04:06 AM	#5
Sumaryan85 HyperActive Warrior War Room Member Join Date: Oct 2009 Location: Indonesia Posts: 173 Thanks: 10 Thanked 9 Times in 8 Posts Social Networking	Re: What's The Best 'Help Desk' Software? HESK is good for a free script, but if you want to look pro I recommend using kayako support suite. specially if you have many sites/products to handle kayako is the way to go.

11-16-2009, 04:14 AM	#6
TheNightOwl Gatchaman fan War Room Member Join Date: Sep 2008 Posts: 516 Blog Entries: 1 Thanks: 211 Thanked 88 Times in 53 Posts	Re: What's The Best 'Help Desk' Software? I'm a BIG fan of Ticket Desk Pro (as the folks on my mailing list know all too well! Ha!). Frank (Haywood)... if you're reading this... Dude! You've gotta change that hokey header graphic. Have you? (I still can't get through to any of your sites to check!) Great software. Cheap, robust, unlimited site license last time I looked. Free is nice. But there ain't no support on free. For 60 bucks or whatever Frank's asking these days, seems like a good deal to me, at least. TheNightOwl

11-16-2009, 06:43 AM	#7
GlenH HyperActive Warrior War Room Member Join Date: Jun 2007 Location: Sydney - AUSTRALIA. Posts: 445 Thanks: 0 Thanked 35 Times in 24 Posts Contact Info	Re: What's The Best 'Help Desk' Software? I've sent in about 10 support tickets asking questions about his Ticket Desk Pro'...and still no replies. --Glen
	Last edited by pearsonbrown; 11-16-2009 at 07:25 AM. Reason: removed personal comments and unsupported accusation about the product

11-16-2009, 04:59 PM	#8
RickHanson Advanced Warrior War Room Member Join Date: Jul 2002 Location: London, ON, Canada. Posts: 553 Thanks: 0 Thanked 0 Times in 0 Posts Social Networking	Re: What's The Best 'Help Desk' Software? Hi Glen, Check out Help Spot - Help Desk Software for Email/Web Customer Service I've set this up for clients and they all like it. What I've found really helpful is the Live Lookup function. Tour: Developer API’S If you have data on Site A and your desk is on Site B, you can add an app on Site A so that the Help Desk can view the data. Rick

11-16-2009, 10:26 PM	#9
Greg Jacobs Mage War Room Member Join Date: May 2009 Location: Chiang Mai Posts: 484 Thanks: 20 Thanked 208 Times in 77 Posts Social Networking	Re: What's The Best 'Help Desk' Software? I agree- for low-mid volume and non-complex operations, then HESK is better than lots of the paid stuff. Its free and your can pay $30 I think to take out their footer link Help Desk Software HESK however if you are running high-volume, you may want to look into something more robust and versatile as HESK is very basic (but works for most) I have heard the Support Desk software from Quality Unit is very powerful, but have not had a chance to test yet.

11-28-2009, 02:40 AM	#10
nteetzel Warrior Member War Room Member Join Date: Dec 2005 Location: , , USA. Posts: 26 Thanks: 0 Thanked 2 Times in 2 Posts	Re: What's The Best 'Help Desk' Software? I'll have to say - from a customers view - I really like Ticket Desk Pro. I was working with someone and really likes the look and function of his support center... It wasn't until reading this that I went back to see what he was using. If you look at their demo shots you'll get an idea - but from a customers experience I actually noticed how much I liked his support system - which is not something I really get to excited about I haven't purchased it yet - but I'll take be taking a good look at this system - as well as the others. Nick Teetzel

11-28-2009, 11:26 AM	#11
BenShaffer Senior Warrior Member War Room Member Join Date: May 2005 Location: , , . Posts: 1,102 Thanks: 11 Thanked 36 Times in 22 Posts	Re: What's The Best 'Help Desk' Software? Have tried the paid solutions, but Hesk seems to win every time despite the fact that it is free. Ben Shaffer

10-29-2010, 09:27 AM	#13
Jesus Perez Senior Warrior Member War Room Member Join Date: May 2008 Location: South Florida Posts: 3,057 Blog Entries: 8 Thanks: 347 Thanked 980 Times in 488 Posts Social Networking	Re: What's The Best 'Help Desk' Software? Kayako is the gold standard. I just bought a 1-domain license at LicensePal - Web Hosting Software License Reseller for $239. No monthly fees. It's a onetime purchase that's worth every penny. There's also an iPhone app that will let you manage tickets from your phone. The app is called "Support Desk" and costs $20. This combo sealed the deal for me.

10-30-2010, 06:03 AM	#14
mbit Guest Posts: n/a	Re: What's The Best 'Help Desk' Software? For smaller businesses I would suggest: osticket.com It's a next step in handling tickets instead of emailing back and forth which can grow a large conversation. It also supports knowledge base and premade replies.
mbit Guest Posts: n/a