Name: Milldesk
Price: 19 USD
Author: Milldesk

Customer Success Management Training

Help Desk

Web and Video Conferencing

Customer Support

Continuous Integration

Development

Academic Advising

Education

Business Intelligence (BI)

Collaboration

Enhanced 911 (E911)

Enterprise

Accounting

Crypto Asset Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Course Authoring

Employee Onboarding

Employee Performance Management

HR Management

Payroll

Recruitment Automation

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Access Gateways

Change and Configuration Management

Cloud Storage

Converged Infrastructure

Cybersecurity Consulting

Fraud Detection

Hyper-Converged Infrastructure

IT Asset Disposal

In-Memory Databases

Integration Platform as a Service (iPaaS)

Network Monitoring

Network Performance Monitoring

Release Management

Software Composition Analysis (SCA)

Solid State Drives

Threat Intelligence

Value-Added Resellers (VARs)

Virtualization Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Audience Engagement

Content Management

Content Marketing

Creative Collaboration

Creative Management

Customer Reference Management

Email Marketing

Heatmap and Session Recording

Marketing Automation

Marketing Resource Management

Mobile Marketing

Retail Media Advertising

SMS Marketing

Social Media Management

Survey & Forms Building

Video Streaming

Web Analytics

Marketing

Field Service Management

Project Management

Professional Services

Customer Relationship Management (CRM)

Point of Sale

Sales

Cloud Infrastructure Entitlement Management

Security

Aviation

Commercial Drone

Equation Editors

Financial Services CRM

Home Health Care

Oil and Gas

Practice Management

Revenue Cycle Management (RCM)

Vertical-Specific

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Milldesk is a help desk software solution provided by Setrion Software. According to the vendor, it aims to transform the management of IT incidents by offering an intuitive and comprehensive system that aligns with ITIL best practices. It caters to IT service providers and corporations of all sizes, making it suitable for various industries and professions, including IT service providers, corporations, material handling equipment, technology solutions, and information technology.

## Key Features

**Intuitive software**: Milldesk offers a user-friendly help desk software interface that simplifies navigation and usability for users, technicians, and managers.

**Complete system**: Milldesk provides a comprehensive help desk management system that covers all aspects of ITIL-aligned practices, from ticket creation to resolution.

**ITIL practices**: Milldesk follows ITIL best practices to enhance productivity and achieve better results in managing IT incidents.

**Open tickets on your desktop**: Users can easily open support tickets directly from their desktops, enabling convenient reporting of issues and assistance requests.

**WhatsApp integration**: Milldesk integrates with WhatsApp, allowing users to open tickets and communicate with support agents through the popular messaging platform.

**Shared service's center**: Milldesk offers a shared service center feature that centralizes and manages requests from different departments, promoting collaboration and efficient handling of service requests.

**Chat**: Milldesk includes a chat feature that enables real-time communication between users and support agents, facilitating quick issue resolution and improving customer satisfaction.

**Workflow**: Milldesk incorporates workflow capabilities, enabling organizations to automate and streamline their processes, ensuring consistency and efficiency in service delivery.

**Parental link**: Milldesk provides a parental link feature that allows users to link multiple tickets together, enabling simultaneous resolution of similar tickets and saving time and effort.

**Catalog of services**: Milldesk offers a catalog of services feature, allowing organizations to standardize their services into a menu format, simplifying service selection with predefined fields such as SLA, priority, urgency, and category.

Users have implemented Milldesk to effectively handle their organization's incident load, ensuring compliance with established deadlines. By providing a platform for constant communication with agents, Milldesk enables more optimal service delivery and problem resolution. This has proven particularly valuable in the IT sector, where users have found Milldesk to be a reliable solution for solving various IT problems. Moreover, as the software is accessible from both mobile devices and home PCs, users can efficiently provide support from anywhere, increasing their productivity and responsiveness. The decision to purchase Milldesk has been regarded as a very good one by users, as it has significantly advanced the management of the support area within their organizations. Additionally, the deployment of Milldesk has added significant value to businesses by contributing to service improvement, facilitating SLA controls, and enabling the creation of a comprehensive service catalog. Furthermore, users have reported that Milldesk has improved customer relationship management and provided them with valuable insights into helpdesk efficiency measurement. In some cases, users turned to Milldesk after experiencing damage to their own helpdesk tool and needed a quick solution to manage SLAs and service tickets. After testing the free version, many users ultimately decided to purchase the full package of Milldesk for their company. With its comprehensive features and ease of use, Milldesk continues to offer effective solutions for managing support processes across various industries.

Notification System: Users appreciate the promptness of Milldesk's notification system, which alerts them when they receive a ticket. This feature ensures that users are immediately aware of new tasks or requests.

Text-to-Speech Input Option: Reviewers find the text-to-speech input option on the portal to be valuable for communication. By allowing users to input text by speaking, it makes communication more convenient and efficient.

Email Templates: The ability to create email templates is highly regarded by users as it saves time and effort in composing repetitive messages. This feature enables automation in sending emails, enhancing productivity for users.

High Memory Usage: Some users have expressed concern about the user interface of Milldesk, stating that it contains many animations which result in high memory usage when loaded in the browser. This can potentially impact the software's performance and may need to be addressed for smoother operation.

Limited Access Configuration: Several reviewers have mentioned limitations in customizing Milldesk according to their specific needs. They feel that better access configuration options would be beneficial, allowing them to tailor the software more effectively to their workflows and requirements.

Mobile App Improvement Needed: A number of users have indicated that they find the mobile app of Milldesk lacking in certain areas. Although specific shortcomings were not mentioned, it suggests that there is room for improvement in terms of optimizing the mobile experience for better usability and functionality.

Basic

Small business Edition

Enterprise Edition

10 Tech Enterprise Edition

Unlimited tech licenses

Cloud Hosted

Cloud Hosted - Unlimited Techs

Web+Center

Professional

Business

Answerbase

Milldesk

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.

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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What is Milldesk?