Which Helpdesk software?

by johndetlefs

Posted: 12 years ago 19 replies

PRODUCT REVIEWS

Hey guys,

I'm looking at adding helpdesk/ticketing software to my business (I run a corporate training company in Sydney Australia) and i'm having trouble wading through all of the different companies out there.

It's a bit weird, i don't know if it's just early days for this industry but there aren't really that many reviews out there for the software.

I can see that Zendesk is really owning the advertising space out there, but wondering if anybody has some actual "I've used the product" advice for me about a helpdesk solution?

Cheers,

John Detlefs

#helpdesk #software

jeffreyhuan 12 years ago

I personally used Hesk and osTicket without problem.

Free with no advertising and work really well for me.
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johndetlefs 12 years ago

Yeah i'm looking at Hesk but it seems to have limited email piping. I'm looking for something where customers can reply to the email that is generated and it will update the ticket.

Not a deal breaker and I'm running through an install of Hesk right now to see whether I love the rest of it.

Also, is Hesk current? Looks a bit like a private project of some guy that using it as a referral engine to SysAid helpdesk software, but I don't see much movement.

I don't want to get caught out with software that doesn't get updated!
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CyberAlien

12 years ago

Kayako is the best I have ever used. If it's in your budget then I would suggest it: Help Desk Software, Live Chat Software and Customer Service Software

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johndetlefs

12 years ago

Originally Posted by Chase Watts

Kayako is the best I have ever used. If it's in your budget then I would suggest it: Help Desk Software, Live Chat Software and Customer Service Software

Yeah i've had a good look at Kayako and am installing the free trial now. It's in the budget, but if I can get a good solution that costs less that would be even better!

That said, if Kayako is that good, then it's not too much to pay.

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CyberAlien

12 years ago

Originally Posted by johndetlefs

Kayako is that good, but the issue with great software is that they generally have a ton of features you don't actually need. So, if you can find a cheaper option with all the features you specifically need then I definitely suggest going with it

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UMS

12 years ago

Have a look at the round up of helpdesk reviews that fellow warrior Shane Melaugh (someone whose opinion I value) earlier this year:

Help Desk Software Comparison | IM Impact

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johndetlefs

12 years ago

Originally Posted by UMS

Have a look at the round up of helpdesk reviews that fellow warrior Shane Melaugh (someone whose opinion I value) earlier this year:

Help Desk Software Comparison | IM Impact

Brilliant! Just got through with that, and I think i'll have a good look at Trellis now.

Cheers, and thanks very much!

John Detlefs

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AlexRyan 12 years ago

I use osTicket as well comes free with my hosting and works wonders with my small site. Not sure about how it will perform with larger sales volumes.
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- CyberAlien 12 years ago
  
  Originally Posted by AlexRyan
  
  I use osTicket as well comes free with my hosting and works wonders with my small site. Not sure about how it will perform with larger sales volumes.
  
  It can work for larger websites, but it also lacks a lot of features that paid software would have. But it is definitely something okay to start off with
  
  Thanks
  
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Eddie Titan

12 years ago

+1 for Kayako. I used it when I was running WHMCS (a client management system). It integrated nicely with it. Never gave me problems, had a lot of different features that came in handy, and it looked professional.

Plus, if you want to use it as a stand alone support system for your clients, you can integrate it with your website design. It looks much more professional that way.

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johndetlefs

12 years ago

Originally Posted by Eddie Titan

Plus, if you want to use it as a stand alone support system for your clients, you can integrate it with your website design. It looks much more professional that way.

At the risk of sounding dense, i'm not quite sure what you mean here. Doesn't it have to be a stand alone support system?

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Eddie Titan

12 years ago

Originally Posted by johndetlefs

At the risk of sounding dense, i'm not quite sure what you mean here. Doesn't it have to be a stand alone support system?

Sorry for the confusion. Let me elaborate.

The way I was introduced to Kayako was a bit a different. A few years ago, when I was running WHMCS, I noticed that its support system was very primitive. I noticed that WHMCS offered an addon. This addon was Kayako. So I decided to purchase a license from Kayako and I had WHMCS integrate the new support system into their system. So, what I had was an integrated version of Kayako. It was not a stand alone.

A stand alone version of Kayako would imply that you are going to use it on its own as a support system, without integrating it or pairing it up with another system (such as a billing system).

When I had integrated Kayako into WHMCS, the same design offered by WHMCS remained. I could not integrate my website design with Kayako.

However, if you are using Kayako as a stand alone product (without integration with a billing system or whatnot) than you will have the ability to integrate Kayako with your website's design. It will make it look more professional.

Originally Posted by Chase Watts

He's referring to the remotely hosted help desk softwares - not all are hosted on your server. Some are hosted on third party servers and their design can't be integrated.

Whether it is self hosted or hosted on Kayako's servers should not matter. At least, that is what I was told by a sales rep.

Unless, you are purchasing an on-demand version of Kayako from a licensed reseller.

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CyberAlien 12 years ago

He's referring to the remotely hosted help desk softwares - not all are hosted on your server. Some are hosted on third party servers and their design can't be integrated.
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johndetlefs 12 years ago

Got it! Thanks for coming back and explaining.

Yeah, I think i'm going to go with Kayako Fusion. It's not terribly cheap but It's got all of the features that I need, and it looks pretty scalable.

Done!

Thanks very much for your help everybody!

Cheers,

John Detlefs
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BlackRob 12 years ago

Personally I have found that Trellis is relaible for me. Never had a problem with this software, and it takes care of all my helpdesk queries on my various sites.

Cheers,

Rob.
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zcrafts 8 years ago

Would Vote for Vision Helpdesk Some really useful features and user friendly interface.
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Peter Stavrou 8 years ago

I've worked in support for many years and my favorite one is HappyFox.
It's just very simple.
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Faisal Qureshi 8 years ago

try LiveAdmins helpdesk software. They have multilingual and customized software.
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tp1234 8 years ago

NetHelpDesk help desk software is my favourite.
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Which Helpdesk software?

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