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Help Desk Software

by Andy B
21 replies
Hey Warriors,

I launched a service and it's gone better then expected (Which is always good!) but I want to organise it a little better.

Currently, people come to me with a project, I split into 2 sections and give them a delivery time for both sections and write it on a whiteboard and a word document to keep track.

I don't want to do this anymore.

I was wondering if anyone could recommend a Help Desk that would allow me to communicate with my customers via that, and have the option to upload attachments (Some may be quite large PSD's) and also have the option to have an auto response on the first message so that they can fill out a questionnaire they need to use my service without having to wait for me to send them it if I'm asleep.

Pricing isn't really an issue - so don't worry if you think it's too high end. I'm looking for quality, not budget.

Thanks,

Andy

P.S I removed my signature so I don't get accused of having ulterior motives
#desk #software
  • Profile picture of the author JMB Marketing Group
    Hi Andy,

    Check out this thread for some suggestions on Help Desk Software. There's one that is free which is recommended by a highly respected member here -- Shaun.

    Edit: Oops, forgot the link. Here it is:

    http://www.warriorforum.com/main-int...-software.html


    Hope this was helpful.

    Cheers,

    JMB
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    • Profile picture of the author Andy B
      Originally Posted by JMB Marketing Group View Post

      Hi Andy,

      Check out this thread for some suggestions on Help Desk Software. There's one that is free which is recommended by a highly respected member here -- Shaun.

      Hope this was helpful.

      Cheers,

      JMB
      You missed the link :p
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  • Profile picture of the author Kingfish85
    Hi Andy,

    Might help you out. If you have Softaculous within cPanel, there are a few open source ticketing/support systems available.

    osTicket:: Open Source Support Ticket System


    EDIT: I just noticed you mentioned pricing wasn't an issue. Kayako could be a viable option as well.

    http://www.kayako.com/
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  • Profile picture of the author TheProgrammer
    try Help Desk Software HESK - a free PHP help desk its free and smoothly working.
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  • Profile picture of the author Kingfish85
    Their base package is for 1 staff member. $29/month


    I used to use this software long ago when they first came around for web hosting. Our WHMCS support desk is simple for both our support staff and customers.


    Customize - Kayako


    Now, WHMCS is pretty good as well - $15/month (we're an authorized reseller as well), and it has the capability to be used as a billing system for many things other than just hosting.
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    • Profile picture of the author Andy B
      Originally Posted by Kingfish85 View Post

      Their base package is for 1 staff member. $29/month


      I used to use this software long ago when they first came around for web hosting. Our WHMCS support desk is simple for both our support staff and customers.


      Customize - Kayako


      Now, WHMCS is pretty good as well - $15/month (we're an authorized reseller as well), and it has the capability to be used as a billing system for many things other than just hosting.
      I saw that, but I'd like to host it on my own domain, not a .kayako.com , but I'll look into WHMCS, thanks for the info man

      Andy
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  • Profile picture of the author Shimon
    Hi Andy, also look into ZenDesk, they have an amazing help-desk software, which is very simple to use and the interface is very effective. I believe the prices starts from $20 per year. Which is amazing if comparing with other support desk software's.

    Thanks
    -Shimon
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    • Profile picture of the author saxenar
      Originally Posted by Shimon View Post

      Hi Andy, also look into ZenDesk, they have an amazing help-desk software, which is very simple to use and the interface is very effective. I believe the prices starts from $20 per year. Which is amazing if comparing with other support desk software's.

      Thanks
      -Shimon
      I am also in search Help desk software.
      I found ZenDesk is cheapest & fulfill all basic requirement in $20/Yr.
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  • Profile picture of the author jeffreyhuan
    ZenDesk is the one I use. Great features and favorable prices.
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  • Profile picture of the author avtaarsid
    Is there any free open source software available ?
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    • Profile picture of the author trialjenym
      Originally Posted by avtaarsid View Post

      Is there any free open source software available ?
      Why do a lot of people want everything to be free? These days, one of the fastest way to get the best services and the best results is when you invest things with money. Anyway, try to visit lifehacker dot biz /articles/best-open-source-software/
      From the link you can check out the Best Open Source Software around..
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    • Profile picture of the author saxenar
      Originally Posted by avtaarsid View Post

      Is there any free open source software available ?
      You can try osticket a free open source.
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  • Profile picture of the author WF99
    Why the changes needed if it is going over your expectations ??
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  • Profile picture of the author Fraggler
    I use HESK for my business and found it quite simple to install, skin, and use.
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  • Profile picture of the author zcrafts
    Its a pretty old thread to comment ... but seems to have quit outdated help desk software.. Anyone really looking for cost effective and easy to handle customer support software can take a look at Vision Helpdesk

    Previously I have tried kayako , OSTicket but they lack alot in terms of features and customization given by Vision Helpdesk , best feature is you can use it to manage multiple companies.
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  • Profile picture of the author rusilja
    There are thousands of "bad" help desk tools out there. I'm not a fan of the "ticketing" system at all, it's the biggest mistake almost all companies make. What's wrong with using Gmail for instance? People hate tickets, you always have to login ,,and if you forgot your password,,... a lot of trouble see.

    Anyways, you can use "helpscount" that will auto - organize your emails, and works miracles. Make your business more customer friendly, there is nothing faster/better than email (except human contact and the phone).
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    • Profile picture of the author Kingfish85
      Originally Posted by rusilja View Post

      There are thousands of "bad" help desk tools out there. I'm not a fan of the "ticketing" system at all, it's the biggest mistake almost all companies make. What's wrong with using Gmail for instance? People hate tickets, you always have to login ,,and if you forgot your password,,... a lot of trouble see.

      Anyways, you can use "helpscount" that will auto - organize your emails, and works miracles. Make your business more customer friendly, there is nothing faster/better than email (except human contact and the phone).


      This is probably the most unprofessional way to do something - I've bought things in the past and the support is someguy@gmail.com - or somecompany@gmail.com - gmail is for personal email.


      That said, the OP specifically asked for "help desk" not "email". Not to mention, this was over 3 years ago when it was asked.
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      • Profile picture of the author rusilja
        Originally Posted by Kingfish85 View Post

        This is probably the most unprofessional way to do something - I've bought things in the past and the support is someguy@gmail.com - or somecompany@gmail.com - gmail is for personal email.


        That said, the OP specifically asked for "help desk" not "email".
        You don't have to use @gmail,
        You can use your own @company and link it with Gmail as a managment system. Google Apps has done a great job for companies.

        I'm aware that OP asks for "help desk", but I'm just giving my personal feedback on the topic
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  • Profile picture of the author anjali26
    Check out this..I suppose it will serve all your needs..It's advanced and cost effective.Online Customer Support & Helpdesk Software from Celexsa
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