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AzureDesk has proven to be an efficient and reliable solution for managing daily support tickets and providing technical assistance. With …
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Product Details
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- Tech Details
What is AzureDesk?
AzureDesk Features
- Supported: Email Management
- Supported: Knowledge Base Management
- Supported: Alerts/Escalation
- Supported: Automated Routing
- Supported: Customer Database
- Supported: Customizable Branding
- Supported: Interaction Tracking
- Supported: Multi-Channel Communication
- Supported: Real-Time Chat
- Supported: Reporting/Analytics
- Supported: Self Service Portal
- Supported: Service Level Agreement (SLA) Management
- Supported: Social Media Integration
- Supported: Third Party Integrations
- Supported: Ticket Management
- Supported: Appointment Management
- Supported: Call Center Management
- Supported: Live Chat
- Supported: Performance Metrics
- Supported: Queue Management
- Supported: Surveys & Feedback
- Supported: Virtual Assistant
- Supported: Workflow Management
- Supported: Chatbot
- Supported: Change Management
- Supported: IT Asset Management
- Supported: Incident Management
AzureDesk Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Web-Based, Mac, Windows, Android, iPhone, iPad |
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TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
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AzureDesk has proven to be an efficient and reliable solution for managing daily support tickets and providing technical assistance. With its user-friendly interface, users have found it easy to navigate and manage support requests for multiple sites in one centralized location. The integration capabilities of AzureDesk have allowed for seamless solutions and tracking by integrating with other apps or software. This has led to time-saving communication between different departments, streamlining the ticket management and closure process. Users have also appreciated the affordability of AzureDesk, making it a suitable choice for small businesses. Moreover, the bug life cycle feature helps in distinguishing between application issues and platform issues, ensuring prompt resolution. The integration with JIRA and Slack further enhances convenience in ticket tracking. Additionally, the powerful search feature enables customers to find answers to their queries before reaching the customer portal, saving them time and effort. The support team of AzureDesk is known for being highly responsive and providing assistance within minutes, contributing to an improved support process in terms of efficiency and professionalism.
Overall, AzureDesk has proved its value in various use cases - from consolidating support calls and management information, organizing support requests both internally and externally, to meeting SLA requirements for support ticket management. It has been recommended by users as a customer service and helpdesk ticket software that significantly increases productivity and customer satisfaction for support personnel. Its simplicity of use, free features, affordable price point, and helpful support team have earned positive feedback from users. Whether it's managing customer queries for startups or solving problems for education management software companies, AzureDesk provides an end-to-end customer support engine that caters to diverse needs while offering reporting features that help administrators make informed business decisions.
Automation Capabilities: Users have praised AzureDesk for its automation capabilities, with several reviewers mentioning that it helps streamline their support process. Many users have found the ability to automate ticket routing and provide canned responses particularly valuable, allowing them to handle customer inquiries more efficiently.
Customer Support: The customer support provided by AzureDesk has been highly valued by users. Multiple reviewers have mentioned that the support team is extremely supportive and responsive, providing immediate assistance through Skype calls. This level of support contributes to a positive user experience and helps resolve any issues encountered.
Seamless Integration: Users appreciate AzureDesk's seamless integration with other software. Several reviewers have mentioned that this integration capability allows them to keep all their data in one central location, making it easier to manage their customer service-related tools, interactions, and automation. This integration enhances workflow and improves overall efficiency.
Customization Challenges: Some users have found the customization options in AzureDesk to be difficult and require technical expertise. They feel that there are limitations with remote desktop and notifications, making it tedious to handle tickets that need further investigation or approval. Additionally, some users mention that few customization options are missing in AzureDesk.
Lack of Support and Knowledge: For some users, availing all the services and support offered by AzureDesk is challenging due to a lack of knowledge from their end. Users express a desire for improved support center response and waiting time. They suggest investing time to understand how to get the most out of AzureDesk.
Usability Issues: Users have reported various usability issues with AzureDesk. Updating user details in a ticket is not user-friendly and can be difficult. Some find the interface of AzureDesk to be lacking, suggesting improvements such as adding a dark mode, different themes, and making it more compact. Additionally, locating certain features can be challenging for some users.