Help desk recomendation needed..

by Kim Standerline

Posted: 14 years ago 17 replies

PRODUCT REVIEWS

Hi guys

I'm planning on buying a new help desk which is fully functional, easy to use but won't lead me into needing a second mortgage to pay for it

What's out there that's good at the mo

Cheers
Kim

#desk #needed #recomendation

Shaun OReilly 14 years ago

If you're looking to pay, then here are a couple of trusted
options:

Zen Desk: Help Desk Software by Zendesk - Hosted Help Desk Software Support Ticket Software (no affil.)

Kayako: Help Desk Software, Customer Service Software and Live Chat Software - Kayako (no affil.)

If you're looking for a reliable free option, then Hesk is
pretty good:

Help Desk Software HESK - a free PHP help desk (no affil.)

It depends upon what you mean by fully functional.

Dedicated to your success,

Shaun
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sbucciarel Banned 14 years ago

I use HESK and it's free. I love it.
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Neil Morgan 14 years ago

Hi Kim

I looked at a few of them and settled on Kayako.

It's pretty full on functionality-wise, including live chat and a desktop application that warns you when a new ticket has come in. Note that some of these things cost extra although I believe they have an all-inclusive "suite" product.

Also, I found if you contact them through their live chat, they sometimes have specials and deals that might save you a few sheckels.

Cheers,

Neil
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Kim Standerline 14 years ago

Thanks guys

I used to use Kayako and loved it, but I err managed to delete it when I was having a good clear out several weeks ago.

I'll check out a few of those other links

Cheers
Kim
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impact-productions 14 years ago

I installed HESK recently and have found it to be excellent, having all the features I need, as well as support for when my business grows and I want to take on extra support workers. The Knowledge Base (with suggestions) and the Canned Responses are both really useful to reduce the amount of time taken to respond to each support request.

Thom
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- Hamida Harland 14 years ago
  
  I'm currently looking for a help desk as well - along with the others this is one that I was considering: Ticket Desk Pro
  
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HostTip.com 14 years ago

Kayako is one of the most used HelpDesk out.

I have used it before, very useful.
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Kim Standerline 14 years ago

Just been checking out Hesk

It looks excellent, thanks for the links

Hamida why don't you try Hesk out first as well, if you don't like it you've not lost anything

Kim
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greyhatmaster 14 years ago

Hesk is what came into my mind when I first saw the thread. Even if you want to remove sponsored links its only $39.

The canned response feature is awesome as someone mentioned above.

You can have few things like "Thank You for contacting support, We are looking into the issue right now" ,"Dear customer, We are still looking at the issue" ,"Your issue is resolved. Please let us know if you need any further help"

This will save huge amount of time.

@Neil. Can you please do a comparison between kayako and Hesk?
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Kim Standerline 14 years ago

I got my chap to install Hesk and so far I'm very impressed with it

Not bad for free though I'm sure I'll be sending my $40 along though maybe the link love will be more valuable. (Not bothered about having it there)

Thanks for the reccomendations (Dontcha just love the Warriors lol)

Kim
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Steve Wells 14 years ago

Well I was going to say Hesk, but everyone else did, what I can say is this, if you need help customizing the graphics let me know.......
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- Kim Standerline 14 years ago
  
  That's very kind of you
  
  Originally Posted by EWGQDD
  
  Well I was going to say Hesk, but everyone else did, what I can say is this, if you need help customizing the graphics let me know.......
  
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  Amber Jalink 14 years ago
  
  I just took a quick look at hesk - maybe it's improved... but I tried one that looked almost exactly like this about 2 yrs ago or so - bought it from Liz Tomey if I recall correctly and it was complete garbage (No offence to her) - it looked like it was probably a rebuild of what I see Hesk looks like, so maybe someone private labelled it.
  
  I'll try it, but I have a feeling I'll keep looking.
  
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  zcrafts 14 years ago
  
  Hello,
  
  I have tested a much stronger helpdesk..better than Kayako with lot many features at a good deal you can check Vision Helpdesk | Satellite Multi-Domain Helpdesk | Web Based Help Desk Software| Online Support Ticketing Tracking fantastic support and this guys offer lots of customization, you can use the this single helpdesk to manage your multiple company domains ..its called there strong satellite feature.
  
  Its worth checking this product.
  
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  Geoff1 14 years ago
  
  We use Hesk. It is excellent. We were happy to pay the license fee. My programmer has altered it slightly. The biggest thing he did was put a list of the most recent 10 support tickets in the "accounts." That way they can view the "existing requests" area and see their last 10 tickets. That way even if they don't get an email they can see the responses without need an ID number of the ticket.
  
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  Jason Fladlien 14 years ago
  
  Can't believe nobody has mentioned this one - OSTicket.
  
  You can install it right from fantasticos in a few seconds and it's as good as any. It's free, it's the easiest to install, what more could you ask for?
  
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Amber Jalink 14 years ago

How is Hesk for emails, particularly getting through?

That has always been one of my biggest beefs - I used kayako for a while, found it maybe too much for what I needed (at least set up wise) and frankly I never got it running fully. (And I'm really not that much of a dunce setting scripts up, that one definitely made me feel like that!)

Maybe I wanted it "too" customized.

But the other problem I've had is that so many emails don't get through to people. Can't remember the name of the support script I used before kayako, but it rarely delivered emails even though it was supposed to. (Well, it said they sent, but no one ever got them), and the ticketing system was too clunky.

I thought about zendesk too, but Ryan's social media manager system uses it, and some of the canned responses leave a bit to be desired (from a user's standpoint). i.e., it keeps shooting out a canned email offering suggestions which absolutely didn't answer my question... and it seems every time an operator replies (which has been twice), it shoots out that same canned email either just before or just after their response. (It even sent that same canned response when I closed the ticket, as if it saw it as new again). That was irritating.

I gave up on support desk scripts a while ago and have just been using plain email, but I know that's not the answer either as emails do get lost.

I'll take a look at hesk too - thanks Kim for opening this Saved me from doing the same!

Amber
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