Name: Helpdesk Pilot
Price: 4140 USD
Author: Tenmiles Corporation

Customer Success Management Training

Customer Training

Help Desk

Web and Video Conferencing

Customer Support

Accessibility Testing

Continuous Integration

Feature Management

Development

Virtual Classroom

Education

Business Intelligence (BI)

Collaboration

Enterprise

Accounting

SaaS Spend Management

Treasury Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Onboarding

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

AIOps

API Management

Cloud Storage

Configuration Management

Custom Software Development Services

Cybersecurity Consulting

Database-as-a-Service (DBaaS)

Fraud Detection

Game Engine

Integration Platform as a Service (iPaaS)

LAN Switches

Managed Detection and Response (MDR)

Managed Public Cloud Infrastructure

Mobile Data Security

Network Behavior Analysis

Network Performance Monitoring

Sensitive Data Discovery

Service Desk Outsourcing

Software Composition Analysis (SCA)

Vendor Risk Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Ecommerce Personalization

Email Marketing

Market Research

Marketing Automation

Marketing Resource Management

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Onboarding

Customer Relationship Management (CRM)

Point of Sale

Sales Enablement

Sales Incentive Compensation Management

Sales Performance Management

eCommerce Analytics

Sales

Cloud Infrastructure Entitlement Management

Cloud Security Posture Management

Secure Service Edge (SSE)

Security

Banking

Church Management

Financial Services CRM

Geographic Information

Internet of Medical Things

Medical Office EMR & EHR

Mental Health

Online Voting

Revenue Cycle Management (RCM)

Vertical-Specific

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Helpdesk Pilot is a web-based support ticket management software designed to efficiently handle customer inquiries and support requests. According to the vendor, it treats each request as a unique, traceable ticket, empowering support agents and providing efficient assistance to end-users. The software is suitable for businesses of all sizes, from startups to large enterprises. It is utilized by various industries and professions including IT Help Desk Management, Customer Support, Business Consulting, Consumer Goods/Retail, and Government.

## Key Features

**Powerful Reporting**: According to the vendor, the software allows users to generate insightful reports on-the-fly by utilizing different data sources across the help desk. It offers visual representations such as pie charts to measure key metrics, and users can export reports for further analysis and editing.

**Mobile Device Friendly**: The vendor states that users can easily respond to tickets while on the go by replying to email notifications. Responses are sent to the end user and appended to the ticket within the help desk.

**Google Apps & MS Exchange Support**: According to the vendor, users can create individual categories and seamlessly integrate corporate mailboxes. Incoming emails are automatically converted into tickets and filtered into their respective categories. The software supports all mailbox configurations, including Google Apps and MS Exchange.

**Smart Rules**: The vendor claims that users can streamline their workflow by creating rules that automate specific actions on tickets. Users can define conditions and actions to create customized rules based on their specific needs.

**Intuitive User Interface**: According to the vendor, the software offers a user-friendly interface that is both simple and feature-rich. This reduces the learning curve for help desk staff, allowing them to efficiently manage and respond to incoming requests.

**Customizable for your Business**: The vendor states that users have the flexibility to customize the software to align with their help desk activities. They can create custom statuses and priorities to reflect their specific requirements and configure custom fields on tickets to capture all necessary information.

**Multi-lingual Interface**: According to the vendor, support staff can select their preferred language from the available options. The software seamlessly handles content in multiple languages, ensuring effective communication with international users.

**Definitive SLA Management**: Users can establish SLA (Service Level Agreement) goals for individual categories, ensuring timely responses to incoming requests. Automated notifications keep users updated on unanswered requests, as claimed by the vendor.

**Email Management**: The vendor claims that the software simplifies email communication by converting incoming emails into tickets. Attachments are saved and easily accessible within the ticketing system.

**Comprehensive Search**: According to the vendor, users can quickly locate and retrieve tickets using the software's powerful search functionality. They can search by ticket ID, subject, customer name, or any other relevant information.

Helpdesk Pilot is a help desk software designed for Customer Support and IT Help Desk Management. It allows businesses to manage support services more efficiently, treating each and every incoming request as a unique, traceable ticket.

Enterprise Edition

Growth

Free

Fin is Intercom’s AI Agent for customer service, designed to deliver high-quality answers, even for complex queries. It works with any helpdesk, or it can be paired with Intercom’s next-generation Helpdesk to get the full Intercom Customer Service Suite.

Fin with your current helpdesk

Fin with Intercom’s Helpdesk

Copilot add-on

Proactive Support Plus add-on

The Early Stage program

Fin by Intercom

Helpdesk Pilot

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.

An independent software development company based in Chennai, India.

With leading products in its portfolio, such as the award winning HelpDesk Pilot, a customer service/help desk management software, Tenmiles Corp is committed to providing software of the highest quality, and backing it up with rock solid customer support. 

Tenmiles. Think Beyond.

Tenmiles Corporation

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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Helpdesk Pilot

Overview

What is Helpdesk Pilot?