Name: Aegis Help Desk
Rating: 10 (1 reviews)
Author: Abacus Systems

Communications Outsourcing

Customer Success

Help Desk

Web and Video Conferencing

Customer Support

Image Recognition

Java Technologies

Software Repositories

Development

Business Intelligence (BI)

Collaboration

Contract Management

Electronic Signature

Interactive Voice Response (IVR)

Supply Chain Management

Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Benefits Administration

Corporate Learning Management

Credentialing

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Brokers

Cloud Storage

Data Center Infrastructure Management

Data Center Outsourcing (USA)

Data Mapping

Data Observability

Data Privacy Management

Fraud Detection

Governance, Risk & Compliance

Hyper-Converged Infrastructure

IT Asset Disposal

IT Asset Management

Integration Platform as a Service (iPaaS)

Log Management

Network Performance Monitoring

Operating Systems

Packet Analyzer

Single Sign-On

Smart Contracts

Software Defined Storage (SDS)

Software Distribution

Solid State Drives

Tape Storage

Unified Endpoint Management (UEM)

Virtual Private Cloud (VPC)

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Digital Content Creation

Digital Signage

Email Management

Email Marketing

Marketing Automation

Social Media Management

Survey & Forms Building

Video Collaboration

Web Analytics

Marketing

Meeting Room Booking

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Acceleration

Sales

Animation

Building Information Modeling (BIM)

Equipment Rental

Insurance Suites

Investment Portfolio Management

Legal Billing

Public Sector Software

Tax Practice Management

Vertical-Specific

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Aegis Help Desk is a software solution designed for Help Desk and IT Service Management. It caters to organizations of varying sizes and is utilized by IT professionals, help desk technicians, service desk managers, call center operators, and IT service management teams across different industries.

## Key Features

**Web Self-Service**: According to the vendor, the product offers web self-service facilities to reduce customer waiting time and enhance customer care and support for Service Desk/Help Desk.

**Incident Management**: The fully-integrated module in Aegis Help Desk allows users to track and manage incidents reported by customers or internal staff. Incidents can be assigned, prioritized, and escalated for timely resolution.

**Asset/Configuration Management**: With the fully-integrated module in Aegis Help Desk, users can manage and track assets and configurations, maintaining accurate records of hardware and software inventory.

**Service Level Management**: The vendor claims that Aegis Help Desk provides a fully-integrated module to define and manage service level agreements (SLAs) and monitor and measure performance against them.

**Knowledge Management**: Aegis Help Desk offers a fully-integrated module to create and maintain a knowledge base of articles and solutions, enabling self-service for customers and internal staff.

**Customizable Forms**: According to the vendor, users can easily create data entry and web entry forms without development effort, minimizing costs associated with development, integration, testing, and maintenance. The infrastructure can be customized to fit the unique needs of the business.

**ITIL Compliance**: The vendor states that Aegis Help Desk is designed for customers who do not want to implement the ITIL framework. Aegis Service Desk provides a complete ITIL solution for Service Desk, Help Desk, or Call Centre. Customers can customize Aegis Service Desk to fit their specific needs, using as much or as little of the provided features.

**Change Management**: Aegis Help Desk includes a fully-integrated module to manage and track changes to IT infrastructure and services. It ensures proper authorization, testing, and documentation for changes.

**Cost-effective Solution**: According to the vendor, Aegis Help Desk and Aegis Service Desk software suites are affordable compared to other products in the market. Customers can request a free demo or price quote with no obligations.

**Integrated Modules**: Aegis Help Desk includes Incident Management, Asset/Configuration Management, Service Level Management, and Knowledge Management. Aegis Service Desk includes Incident Management, Problem Management, Change Management, Asset/Configuration Management, Service Level Management, and Knowledge Management.

Suite Team

Suite Professional

Suite Enterprise

Suite Growth

Mojo Helpdesk is a relatively simple online help desk / ticketing system aimed at SMBs. It offers an affordable pricing plan starting at $24 for eleven agents, and scales with the number of agents using the software.

Mini Me

Professional

Unlimited

Aegis Help Desk

Help desk software provides a centralized system for managing customer and employee support requests. It streamlines communication and ticket management, enabling support teams to resolve issues much more efficiently. In addition, Help desk platforms offer features such as automation, self-service portals, and advanced analytics to optimize the support workflow and enhance user satisfaction. Explore different help desk software products by reading our user reviews and comparing features to find the best fit for your team.

Abacus Systems

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

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

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

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.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

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

SLA management

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

Self Help Community

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

Forums

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

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

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

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

Multi-Channel Help

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

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

Live help chat

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

Phone support

Customers can get support from agents over the phone.

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

Call scripting

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

Social integration

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

Email support

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

Help Desk CRM integration

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

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Aegis Help Desk

Overview

What is Aegis Help Desk?

Key...