Name: Hesk
Rating: 10 (3 reviews)
Author: Klemen Stirn (Hesk.com)

Help Desk

Live Chat

Web and Video Conferencing

Customer Support

Text Editors

Development

Alumni Management

School Management

Education

Business Intelligence (BI)

Business Process Management (BPM)

Collaboration

Contract Management

Facility Management

Meeting Management

PDF Editors

Supply Chain Management

Workflow

Enterprise

Accounting

Cryptocurrency Wallets

Hedge Fund

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Pay Equity

Payroll

Talent Intelligence

Talent Management

Vendor Management Systems (VMS)

Workforce Analytics

Workforce Management

Human Resources

Application Lifecycle Management (ALM)

Cloud Storage

Complex Event Processing

Converged Infrastructure

Custom Software Development Services

Data Masking

Firewall

Fraud Detection

Infrastructure Capacity Planning

Integration Platform as a Service (iPaaS)

Network Performance Monitoring

Network Traffic Analysis (NTA)

NoSQL Databases

Storage Management

Time Series Databases

Unified Communications Monitoring

Wireless LAN

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Contest Management

Creative Collaboration

Email Deliverability

Email Marketing

Marketing Automation

Product Information Management (PIM)

Product Intelligence

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Communication Management

Customer Relationship Management (CRM)

eCommerce Analytics

Sales

Data-Centric Audit Protection (DCAP)

Intrusion Detection

Operational Technology (OT) Security

Security

3D Modeling

Clinical Data Management

Computer-Aided Design (CAD)

Investment Portfolio Management

Municipal

Simulation

Travel Agency

Vertical-Specific

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Users have found Hesk to be a valuable tool in effectively managing support demands from clients and partners. With its ticketing system, Hesk helps businesses streamline their support process, enabling them to handle a high volume of inquiries efficiently. By using Hesk as a knowledge base, users can provide self-service options to customers when their existing ticketing systems lack this feature. This reduces the number of repetitive inquiries and saves valuable time for both the support team and customers.

One key business problem that Hesk solves is the overwhelming task of managing custom support needs for websites. From bug reporting to seeking help, Hesk provides a centralized platform for businesses to handle these requests seamlessly. In addition, the helpdesk article function in Hesk helps prevent unnecessary tickets by providing relevant information to users upfront. This not only improves customer satisfaction but also increases operational efficiency by reducing the workload on support agents.

Another common business problem addressed by Hesk is the management of support at scale. When managing support via email or phone becomes unmanageable as a business grows, Hesk steps in as an essential tool for effectively handling ticket registration and tracking. Users have found Hesk's ticket system invaluable, especially when dealing with complex products or services that require pre- and post-purchase support over an extended period.

Moreover, Hesk offers easy installation and user-friendly navigation, allowing clients to quickly adapt and use the software without extensive training or technical knowledge. It has proven particularly useful in IT departments where users have successfully implemented it as a help desk ticketing solution. Additionally, integrations with order management and shipping systems automate processes such as failed payments and shipping charge updates, further enhancing operational efficiency.

Administrators and managers have been impressed by Hesk's features such as SLA management, customer support functionality, and ticket generation with agent assignment. Presentations showcasing these capabilities have generated interest in implementing Hesk within organizations, highlighting its potential value in improving support operations.

Overall, Hesk provides a comprehensive solution for businesses seeking to effectively manage support demands, streamline their ticketing processes, and improve customer satisfaction. Its user-friendly interface, knowledge base functionality, and integration capabilities make it a valuable asset for businesses of all sizes.

Hesk is a free to install help desk from Klemen Stirn, a company headquartered in Slovakia.

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

LogMeIn Resolve is an IT management and support solution designed to help organizations take control of their IT infrastructure. The platform combines features like remote monitoring, access, and support with tools such as ticketing, AI-assisted task automation, and patch management.

Remote Access

Remote Support Plus

Standard

Premium

LogMeIn Resolve

Hesk

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.

Demo Aplikasi e-tickect halodapodik dengan menggunakan HESK

Klemen Stirn (Hesk.com)

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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