Help Desk Software - Reviews

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Reviews (1-25 of 665)

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...

    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...

              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...

                  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.

                    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 ...

                      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...

                          Gary Pope profile photo
                          November 21, 2018

                          Review: "Freshdesk - Simple and Easy to use. Easy to expand. Reporting could use enhancing."

                          Score 9 out of 10
                          Vetted Review
                          Verified User
                          Review Source

                          Freshdesk does give you lots of ways to interact with your customers. Email and self service are both supported. It was also pretty easy for us to roll out the solution to other departments. Once we had a couple departments using it - others were knocking on our door.

                            Jeffery Albertson profile photo
                            November 20, 2018

                            Review: "Freshdesk is a great customer support app"

                            Score 10 out of 10
                            Vetted Review
                            Verified User
                            Review Source

                            Freshdesk is well suited for a school district. Before Freshdesk, our staff had to fill out a form for a facilities or maintenance problem and take it to the building office to be faxed to the Maintenance Department. Now, teachers can quickly report a problem on their classroom PC without taking ...

                              Miguel Nuñez profile photo
                              November 16, 2018

                              "My honest Vtiger Review"

                              Score 9 out of 10
                              Vetted Review
                              Verified User
                              Review Source

                              Personally, I think that Vtiger is one of the best CRMs out there, it has many pros. I think that the biggest one is that it is cloud based so you don't have to worry about maintenance and such. … We use Vtiger to manage our customers, from the organizational point of view to opportunities...

                                Ray Hirte profile photo
                                November 15, 2018

                                Oracle Service Cloud Review: "Oracle Cloud"

                                Score 7 out of 10
                                Vetted Review
                                Verified User
                                Review Source

                                We are not comfortable with the cloud for our production environment until we are able to see consistent results with performance. We believe it will be a good DR/BC site when we are able to move our non-prod. environments to the cloud. We are excited to see if the provisioning will work as adver...

                                  Brent Gostkowski profile photo
                                  November 12, 2018

                                  Jira Service Desk Review: "JIRA - the game changer!"

                                  Score 8 out of 10
                                  Vetted Review
                                  Verified User
                                  Review Source

                                  Jira is a great tool for organizations who already have a well-defined process for tickets/projects. If your organization does not have multiple stakeholders who take part in tickets/projects this tool may not be the best fit. It makes QA much easier since all communication between QA team and de...

                                    Carmen Johnson profile photo
                                    October 30, 2018

                                    "An Honest, End-User Review of Zendesk"

                                    Score 7 out of 10
                                    Vetted Review
                                    Verified User
                                    Review Source

                                    Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution.

                                      Alissa Levanway profile photo
                                      October 16, 2018

                                      User Review: "ConnectWise Manage - IT Company"

                                      Score 9 out of 10
                                      Vetted Review
                                      Verified User
                                      Review Source

                                      We utilize for tickets, project management, procurement, and finance. It is used by the entire company and integrates with several of our softwares. It's got great audit trails and the option to email out of the program. Wonderful for keeping track of vendors, customers, prospects, etc. I mainly ...

                                        Dailius Wilson profile photo
                                        October 11, 2018

                                        Review: "Feature Rich. A Game Changer. Intercom saves me $75,000 per year"

                                        Score 10 out of 10
                                        Vetted Review
                                        Verified User
                                        Review Source

                                        I really think Intercom is a fantastic product and could be used by any organization, regardless of size. Although you may be limited from some advanced capabilities in terms of marketing aesthetics and workflow creation - I really think this should be within the top 3-5 products in a core techno...

                                          Nikhil George profile photo
                                          October 10, 2018

                                          Zendesk Review: "One of the best support desk apps money can buy"

                                          Score 7 out of 10
                                          Vetted Review
                                          Verified User
                                          Review Source

                                          Our support team respond to queries from Zendesk. Other departments such as finance, sales and product can view support tickets and post internal comments to resolve queries. Zendesk helps us manage customer queries in a timely manner while ensuring no queries get lost.

                                            DJ Kline profile photo
                                            January 18, 2019

                                            User Review: "Intercom is great for sales"

                                            Score 10 out of 10
                                            Vetted Review
                                            Verified User
                                            Review Source

                                            The two main department users of Intercom for us are sales and marketing. In sales, we use it for chatting with website visitors in real time. We have integrated Intercom with Slack to get alerts and respond in real-time. Marketing has set up welcome messages on our website to welcome visitors an...

                                              Santiago Valdés profile photo
                                              September 24, 2018

                                              Help Scout Review: "Intuitive and effective. Highly recommend."

                                              Score 10 out of 10
                                              Vetted Review
                                              Verified User
                                              Review Source

                                              Help Scout, unlike other helpdesk companies, tries to have their app "smart" and not a big, corporate thing piled with features. It does what it needs, it's easy to use and helps you achieve your goals regarding support for your customers.

                                                Kenyata Garner profile photo
                                                January 15, 2019

                                                Review: "Is Zendesk What You're Looking For? Try a Demo and see is what I say."

                                                Score 8 out of 10
                                                Vetted Review
                                                Verified User
                                                Review Source

                                                Zendesk is good for startup companies and mid-sized companies in my personal opinion. It provides the tools needed to ensure the customer is taken care of. It even provides a history of what pages your customer has visited on your site prior to chatting, etc., which is the perfect guide to custom...

                                                  Jon Brantner profile photo
                                                  January 14, 2019

                                                  "ConnectWise Manage review."

                                                  Score 8 out of 10
                                                  Vetted Review
                                                  Verified User
                                                  Review Source

                                                  ConnectWise Manage is used by our internal IT department in support of our users and retail operation centers. It is used to track and monitor open service requests for telecom, computer and other misc.