Helpdesk Pilot

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.