Name: HelpdeskEddy
Price: 10 USD
Author: Eddy Soft

Help Desk

Web and Video Conferencing

Customer Support

Beta Testing

Cross-Browser Testing

Feature Management

Functional Testing

Performance Testing

Product Analytics

Virtual Reality

Development

Business Intelligence (BI)

Collaboration

Contract Analysis

Emissions Management

Payment Facilitation

Enterprise

Accounting

Accounts Payable

Accounts Receivable

Crypto Tax

Travel Management

Finance and Accounting

ACA Compliance

Applicant Tracking

Compensation Management

Corporate Learning Management

HR Management

Payroll

Relocation

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

API Design

Cloud Storage

DevOps

Fraud Detection

Integration Platform as a Service (iPaaS)

Network Performance Monitoring

Privileged Access Management

Software Components

Software Composition Analysis (SCA)

Storage as a Service (STaaS)

Time Series Databases

Vendor Risk Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Content Marketing

Data Management

Email Marketing

Marketing Automation

Online Reputation Management

Product Intelligence

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Task Management

Professional Services

Customer Onboarding

Customer Relationship Management (CRM)

eCommerce Analytics

Sales

Cloud Infrastructure Entitlement Management

Virtualization Security

Security

Aviation

Banking

Church Management

Digital Forensics

Fleet Management

Geographic Information

Hospital Management

Insurance Claims Management

Intelligent Document Processing

Internet of Medical Things

Veterinary

eDiscovery

Vertical-Specific

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HelpDeskEddy is a helpdesk and customer support system designed to handle customer service requests in one place. According to the vendor, it is suitable for businesses of various sizes, from small businesses to large international brands. HelpDeskEddy caters to a range of professions and industries, including customer support representatives, IT support professionals, sales and marketing professionals, e-commerce companies, and service-based businesses.

## Key Features

**Contacts**: HelpDeskEddy allows businesses to handle customer service requests in one place by connecting various communication channels, such as email, online chat, telephony, messengers, and social networks. According to the vendor, the system displays all requests from different channels as tickets in a unified portal, providing a comprehensive view of customer inquiries.

**Knowledge base**: HelpDeskEddy offers an internal knowledge base accessible to operators directly in the system. It allows businesses to create templates for replies to common customer questions, maintain a history of all requests in the client card, and provide consistent information to customers.

**Updates**: According to the vendor, HelpDeskEddy provides regular updates and improvements to the system, including interface enhancements, integrations with other platforms, and new functionalities to meet evolving needs.

**Automation**: HelpDeskEddy allows businesses to automate the processing of customer requests by distributing new requests among operators based on workload or request parameters. It also enables the setup of automatic responses to customer inquiries and notifications about processing, streamlining support workflows.

**Control the work of your operators in real-time**: According to the vendor, HelpDeskEddy enables businesses to monitor the work of support operators in real-time, allowing supervisors to track the progress of request processing and intervene if necessary. The system also provides notifications for SLA deadline expiration and prolonged correspondence.

**Get reports with analytics on your support team's performance**: HelpDeskEddy offers reports and analytics on support team performance, allowing businesses to monitor the work of each agent, track response time, analyze channel-specific statistics, and evaluate average service satisfaction based on customer feedback.

**Managing agent access**: HelpDeskEddy allows flexible management of agent access rights, enabling administrators to control which agents have access to specific tickets or departments. Permissions and restrictions can be set based on roles and responsibilities, ensuring data security and efficient workflow management.

**Own branding and domain**: According to the vendor, HelpDeskEddy allows businesses to personalize the system with their own branding and domain, replacing logos and customizing the color scheme to match the company's brand identity.

**Request priority**: HelpDeskEddy enables businesses to set priority levels for requests, ensuring urgent or critical issues receive immediate attention. Agents can easily identify and prioritize tickets based on their importance, optimizing the support process and timely resolution of important issues.

**Request status settings**: HelpDeskEddy provides customizable request status settings, allowing businesses to define different status options to reflect the progress and stage of each ticket. Agents can update the status of tickets as they progress through the support process, facilitating efficient workflow management.

Basic

GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow system for prioritizing tickets.

GrooveHQ

osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.

osTicket

HelpdeskEddy

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.

Eddy Soft

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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HelpdeskEddy

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What is HelpdeskEddy?