Name: helpmaster
Author: PRD Software

Help Desk

Web and Video Conferencing

Customer Support

AI Code Generation

Agile Development

Product Analytics

Version Control

Development

Business Intelligence (BI)

Collaboration

IP PBX

Knowledge Management

Policy Management

Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Scheduling

HR Management

Payroll

Talent Intelligence

Talent Management

Time Tracking

Workforce Analytics

Workforce Management

Human Resources

Cloud Brokers

Cloud Storage

Code Review

Data Catalog

Data Deduplication

Data Privacy Management

Data Warehouse

Edge Computing

Embedded Database

Ethernet Switches

Firewall Security Management

Fraud Detection

IP Address Management (IPAM)

Integration Platform as a Service (iPaaS)

Low-Code Development

Mainframe Monitoring

Migration

Mobile Identity

Network Monitoring

Network Performance Monitoring

Network Simulation

Rack Servers

Tape Storage

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Customer Experience Management

Data Cleansing

Digital Experience Intelligence

Digital Rewards

Email Marketing

Marketing Automation

Mobile Analytics

Search Engine Marketing (SEM)

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Presales

Sales Incentive Compensation Management

Sales

GDPR Compliance

Security Orchestration, Automation and Response (SOAR)

Security

Animal Shelter

Apparel

Computer-Aided Design (CAD)

ID Card

Last Mile Delivery

Lease Management

Oil and Gas

Online Ordering

Vertical-Specific

medium

small

large

Suite Team

Suite Growth

Suite Professional

Suite Enterprise

Support Team (Foundational Support Only)

Support Professional

Support Enterprise

Zendesk Suite

Incident and problem management

Self Help Community

Multi-Channel Help

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

External knowledge base

Internal knowledge base

Customer portal

Social integration

Email support

Help Desk CRM integration

Automated responses

Attachments/Screencasts

SLA management

Forums

Surveys/polls

Live help chat

Phone support

Call scripting

Zendesk

Intercom

Likelihood to Recommend

Likelihood to Renew

Availability

Performance

Usability

Support Rating

Online Training

Implementation Rating

Product Scalability

Freshdesk

In-Person Training

Configurability

Ease of integration

Vendor pre-sale

Vendor post-sale

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Social Data Collection

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Social Analytics & Insight

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Social Publishing

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Social Engagement

Contract Terms and Pricing Model

Freshworks Inc

ConnectWise PSA

ConnectWise

Salesforce Service Cloud

Salesforce

Spiceworks Help Desk

Spiceworks Ziff Davis

Oracle Fusion Service

Oracle Implementation Satisfaction

Oracle

LiveAgent

QualityUnit, LLC

Zoho Desk

Zoho

HelpMaster is a help desk / ticketing software built to provide the ability to log, track, manage, automate and escalate customer support issues with capabilities such as customer relationship management (CRM) and workflow automation.

Top Rated 2023

Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.

The Early Stage program

Proactive Support Plus add-on

Expert

Advanced

Essential

helpmaster

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

PRD Software

Streamlining ticketing and service restoration processes

Prioritize tickets to ensure most urgent are tackled first

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Users subscribe to notifications for ticket updates

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Users and agents can easily enter new support requests.

Agents can easily follow up with customers.

Common requests can automatically trigger a standard response.

Agents can send attachments and/or set up screencasts to assist with support issues.

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Features that allow customers to self-service for support issues.

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

Customers can self-service by searching through help articles.

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Provides a script or system for guiding agents through callers' support issues.

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

Reviews

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Alternatives Pricing

Zendesk Suite

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Intercom

What is Intercom?

Product Details

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Comparisons

Compare with

Zendesk Suite

Intercom

Freshdesk

ConnectWise PSA

Salesforce Service Cloud

Spiceworks Help Desk

Oracle Fusion Service

LiveAgent

Zoho Desk

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