Help Desk Software - Reviews

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Reviews (1-25 of 731)

Carl Elliott profile photo
March 22, 2019

Oracle Service Cloud Review: "Professional Integrators view of OSVC"

Score 9 out of 10
Vetted Review
Verified User
Review Source

Oracle Service Cloud is well suited for a business to consumer contact center. It can handle large volumes and millions of transactions. I have seen contact centers with 2000 agents but it can also work well for a small contact center with 10 to 50 agents. With integration with a VOIP phone syste...

    Frank Watts - CPIM, CIRM, MBA Operations Mgt profile photo
    February 21, 2019

    Review: "Oracle and TCS partner in multi-pillar DFS solutions with Oracle Service Cloud at its core"

    Score 8 out of 10
    Vetted Review
    Verified User
    Review Source

    TCS (Tata Consultancy Services) LTD is an Oracle Diamond/Cloud Premier systems integrator (SI) who has been selected as Oracle's GTM SI partner for approx. 2 years in the DFS (Digital Field Service) Cloud space. TCS has use cases and one current client for Digital Field Service (DFS = IoT Cloud S...

      Jennifer Hess profile photo
      January 08, 2019

      User Review: "Freshdesk for team efficiency!"

      Score 10 out of 10
      Vetted Review
      Verified User
      Review Source

      We use Freshdesk to aggregate support requests from clients. I've added several key members of my team as Agents, so tickets can be assigned directly to them and they can communicate directly with the client for resolution. Freshdesk streamlines team communication and allows for expedient resolut...

        David McCoy profile photo
        April 17, 2019

        ConnectWise Manage Review: "ConnectWise, don't go to your office without it!"

        Score 8 out of 10
        Vetted Review
        Verified User
        Review Source

        The ticketing system needs to have a faster refresh rate than every 5 minute, I would like to even make it every 60 seconds or so. We have so many tickets coming in, it is hard to keep up if someone replied to the ticket unless you click the Service Board tab to refresh the ticket.

          Leonard Johnson profile photo
          April 10, 2019

          Review: "Spiceworks works best for smaller MSPs."

          Score 6 out of 10
          Vetted Review
          Verified User
          Review Source

          Spiceworks was used as a help desk system, inventory management, as well as a knowledge base center. It helped us manage customer tickets as well as assign workflow for each tech. Techs were assigned a ticket, they commented on each ticket, and they provided documentation for that particular issu...

            Naveen Gabrani profile photo
            December 15, 2018

            Review: "Freshdesk: a leading solution for service desk management for small business"

            Score 9 out of 10
            Vetted Review
            Verified User
            Review Source

            Highly recommended for small and medium businesses looking for a service desk solution. Easy to set up and fairly powerful. The user interface is easy to use making it simple for new users to become productive. Scenario Automator is good at taking a defined set of action for certain types of tick...

              Andrew Shannon profile photo
              December 11, 2018

              Review: "Spiceworks: the best help desk and inventory program by far, and its FREE!!"

              Score 10 out of 10
              Vetted Review
              Verified User
              Review Source

              Since Spiceworks is a free solution, it's hard not to recommend it to anyone. It's great for IT pros looking for inventory tracking and management, and also those looking for a help desk ticketing system, which is searchable and makes it easy to recall past tickets and their solutions and see the...

                Andrew Murphy profile photo
                December 11, 2018

                Review: "Spiceworks is a friend to the small IT shop"

                Score 7 out of 10
                Vetted Review
                Verified User
                Review Source

                Spiceworks is suitable for small IT shops. It's a generic ticket system. You can create reports and add-ons. Larger shops should look at something bigger. Spiceworks is very simple. However Spiceworks.com is a great site that can add to any tech's toolbox. There is a large community that helps an...

                  Hammad Bin Idrees profile photo
                  December 10, 2018

                  Help Scout Review: "A complete ticketing system"

                  Score 7 out of 10
                  Vetted Review
                  Verified User
                  Review Source

                  Help Scout gets major brownie points for "eating their own dog food." They are all about the Customer Experience, and they live up to this philosophy by delivering not only a very easy to use and modern product, but answering support inquiries right away (and thoroughly), and publishing an extrem...

                    Abimbola Kolor profile photo
                    December 10, 2018

                    Review: "LiveChat is perfect for small, medium, and large teams."

                    Score 10 out of 10
                    Vetted Review
                    Verified User
                    Review Source

                    LiveChat is used as the support medium available to visitors to our website. It is used primarily by the sales department, however, we have occasionally when it is used by the engineering department,account department etc in cases where an inquiry made by a website visitor is specific to a depart...

                      Eric Krueger profile photo
                      December 07, 2018

                      SolarWinds Web Help Desk Review: "SolarWinds Help Desk will help you streamline your support"

                      Score 10 out of 10
                      Vetted Review
                      Verified User
                      Review Source

                      We have been using SolarWinds Web Help Desk across our whole organization to better support our core end-user base. By implementing this product we have created a more efficient ticketing system to meet current SLAs for our company. Since its implementation, our goals have been met more often and...

                        Michael Timms profile photo
                        December 06, 2018

                        Spiceworks Review: "Excellent Software, Outstanding Price!"

                        Score 10 out of 10
                        Vetted Review
                        Verified User
                        Review Source

                        Spiceworks is just a suited well to the startup that has a very small budget to the Information Technology Juggernaut that has a multi-billion dollar budget. It is not suited for an IT department that is not used to doing some troubleshooting on enterprise level software. Spiceworks can probably ...

                          Zach Zimmerman profile photo
                          December 06, 2018

                          GrooveHQ Review: "Groove has done wonders for our company!"

                          Score 7 out of 10
                          Vetted Review
                          Verified User
                          Review Source

                          Groove is great for people who are wanting to provide accountability and organization for teams across your business. It is suited well for an organization that has many email requests coming in every day, because you can assign tickets to specific team members. It would not be suited for an orga...

                            Sam Othman profile photo
                            March 30, 2019

                            Zendesk Review: "A highly configurable, easy to use ticketing system"

                            Score 10 out of 10
                            Vetted Review
                            Verified User
                            Review Source

                            We have been slowly using it to try to migrate mailboxes out of Outlook and into Zendesk to allow for better and easier management of support. It is great for small tickets but not so good for project management. We use it in conjunction with Jira. If someone submits an issue that is bigger than ...

                              Rick Scouffas profile photo
                              December 03, 2018

                              User Review: "Front is definitely on their way up"

                              Score 7 out of 10
                              Vetted Review
                              Verified User
                              Review Source

                              Front is definitely good for teams that are spread out, in different locations. It's also a very good way to integrate general mailboxes such as a "sales@" type email, and your individual work email so you don't have to continually log into multiple email boxes.

                                Rajat Sharma profile photo
                                March 28, 2019

                                Review: "Salesforce Service Cloud: #1 Customer Service App -"

                                Score 8 out of 10
                                Vetted Review
                                Verified User
                                Review Source

                                This product is great due to its integration with Salesforce Marketing Cloud, analytics capabilities, integration chat bot capabilities, leveraging AI, ML and NLP capabilities, and reporting capabilities. Integration can become complex as it is code driven instead of driven by components.

                                  Daniel Lewenhoff profile photo
                                  March 25, 2019

                                  "Oracle Service Cloud quick review"

                                  Score 10 out of 10
                                  Vetted Review
                                  Verified User
                                  Review Source

                                  Oracle Service Cloud integration with our support portal allows me to constantly improve the self service strategy and trend, adding features and channels constantly.

                                    Eric Weiss profile photo
                                    November 27, 2018

                                    User Review: "Freshdesk helps me do my job well."

                                    Score 10 out of 10
                                    Vetted Review
                                    Verified User
                                    Review Source

                                    My company uses Freshdesk to help quickly address and reply to any questions, comments, or issues our clients may be having in our app. Freshdesk is a great tool that allows anyone with a login to see a queue of tickets which can be easily grabbed and assigned out. This way, no messages that are ...

                                      Jason Cota profile photo
                                      March 22, 2019

                                      User Review: "Oracle Service Cloud in Public Sector"

                                      Score 9 out of 10
                                      Vetted Review
                                      Verified User
                                      Review Source

                                      Monad Solutions is an Oracle partner specializing in implementing OSvC and (OPA) Oracle Policy Automation in the large commercial and Public Sector spaces. One thing that is important to note is that the combined platform (Service Cloud, OPA, Knowledge, Chatbot etc) is an enterprise configurable ...

                                        Sky Dagan profile photo
                                        March 20, 2019

                                        Oracle Service Cloud Review: "Dynamic and strong - needs expertise."

                                        Score 8 out of 10
                                        Vetted Review
                                        Verified User
                                        Review Source

                                        OSvC would fit large customer care operations that want to automate as much things as possible and are willing to invest in gaining the knowledge and expertise. … I wouldn't recommend the platform for small companies that would want a simple out of the box solution.

                                          Kevin Sherry profile photo
                                          March 20, 2019

                                          Oracle Service Cloud Review: "Anxious for more!"

                                          Score 8 out of 10
                                          Vetted Review
                                          Verified User
                                          Review Source

                                          It is used in the customer service organization to manage the incoming requests from customers for price, availability etc. Workload balancing is a key problem addressed.

                                            Pratyush Sharma profile photo
                                            March 20, 2019

                                            Oracle Service Cloud Review: "Overall great experience but reporting, versioning and multi-edit could be improved for KA"

                                            Score 6 out of 10
                                            Vetted Review
                                            Verified User
                                            Review Source

                                            We have been using Knowledge Advanced to manage our knowledge base and we were using the Knowledge Foundation before. Things are going well so far but I wish we could have better reporting support like we have for the Foundation. Currently task related reporting is not there and also the multi-ed...

                                              Ignacio Cruz profile photo
                                              November 23, 2018

                                              User Review: "Using freshdesk in a startup"

                                              Score 8 out of 10
                                              Vetted Review
                                              Verified User
                                              Review Source

                                              We have used, and continue using, Freshdesk as our customer support platform. As a startup I would totally recommend it because it is very easy to implement and it has all the basics you need to work on managing and answering tickets. It has some tools to scale your business and embrace you as yo...

                                                Brent Lionel Mausisa profile photo
                                                November 23, 2018

                                                Review: "Freshdesk is our best buddy in dealing with customer support tickets"

                                                Score 9 out of 10
                                                Vetted Review
                                                Verified User
                                                Review Source

                                                We use Freshdesk to answer all tickets that are coming from our clients. We assign the tickets to the relevant member of our team who can address the issue that the customer has sent to us to resolve. It helps us in having a centralized area where we gather all messages from all of our active cli...