Name: NX Helpdesk
Price: 727 USD
Author: SmartNX

Help Desk

Web and Video Conferencing

Customer Support

Version Control

Development

Alumni Management

Education

Business Intelligence (BI)

Collaboration

Contract Management

Enterprise Legal Management

Policy Management

Project Portfolio Management

Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

HR Service Delivery

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Storage

Converged Network Adapters (CNAs)

Data Catalog

Data Center Networking

Data Integration

Database Load Balancing

Density-Optimized Servers

Fraud Detection

Integration Platform as a Service (iPaaS)

Managed DNS

Managed File Transfer (MFT)

Managed Hosting

Mobile Application Performance Monitoring  (APM)

Mobile Device Management (MDM)

Network Diagnostics

Network Performance Monitoring

NoSQL Databases

Observability

Server Management

Time Series Databases

Unified Endpoint Management (UEM)

Information Technology

A/B Testing

Account-Based Marketing (ABM)

Ad Serving & Retargeting

All-in-One Marketing

Audio Editing

Content Management

Contest Management

Customer Journey Analytics

Digital Asset Management

Email Marketing

Marketing Analytics

Marketing Automation

Mobile Advertising

Mobile Analytics

Press Release Management

Product Information Management (PIM)

Social Media Analytics

Social Media Management

Survey & Forms Building

Video Collaboration

Web Analytics

Marketing

Project Management

Wireframing

Professional Services

Call Recording

Customer Communication Management

Customer Relationship Management (CRM)

Presales

Sales

Civil Engineering

Construction Workforce Management

Dental

Loan Servicing

Patient Engagement

Revenue Cycle Management (RCM)

Vertical-Specific

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NX Helpdesk is a solution designed to improve customer service and support operations for businesses of all sizes. According to the vendor, the software enables customer service representatives, support teams, IT departments, contact centers, and the retail industry to efficiently manage customer inquiries, tickets, and communication across multiple channels. Whether you are a small startup or a large enterprise, the vendor claims that NX Helpdesk provides functionalities to streamline customer support and deliver improved experiences.

## Key Features

**Helpdesk Ticket Management**: According to the vendor, the software allows businesses to efficiently manage customer inquiries and support tickets in one centralized system. Users can track ticket status, prioritize and assign tickets to the appropriate team members, and provide timely responses to customer queries.

**Multi-Channel Support**: The vendor states that businesses can engage with customers across various channels including phone, email, chat, and social media. The software consolidates all customer interactions into a single platform for streamlined communication, aiming to ensure consistent and seamless support experiences across different channels.

**Knowledge Base**: The vendor claims that users can create a repository of articles, FAQs, and resources to provide self-service support for customers. According to the vendor, this feature empowers customers to find answers to common questions and troubleshoot issues on their own, potentially reducing support ticket volume.

**Automation and Workflow**: According to the vendor, the software allows businesses to automate repetitive tasks and processes, aiming to improve efficiency and productivity. Users can set up workflows and triggers to route tickets, escalate issues, and ensure timely responses, potentially freeing up time for more complex inquiries.

**SLA Management**: The vendor claims that businesses can set and manage service level agreements (SLAs) to ensure timely resolution of customer issues. Users can monitor and track SLA compliance to meet customer expectations and service level targets, and receive alerts and notifications for SLA breaches.

**Reporting and Analytics**: The vendor states that the software provides comprehensive reporting and analytics to gain insights into customer support performance. Users can track key metrics such as response time, resolution time, customer satisfaction, and agent performance, aiming to make data-driven decisions to improve customer service and identify areas for process optimization.

**Integration Capabilities**: According to the vendor, the software can integrate with other business systems and tools such as CRM, helpdesk software, and communication channels. This integration aims to sync customer data, ticket information, and communication history for a unified view of the customer, potentially streamlining workflows and improving data accuracy.

**Customization and Branding**: The vendor claims that users can customize the helpdesk interface, ticket forms, and email templates to align with their brand identity. They can also tailor the user interface and workflows to match specific business processes and requirements, aiming to deliver a consistent and branded customer experience throughout the support journey.

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

Founded in 2003, Vivantio is a provider of customer service optimization software and solutions for B2B service teams. By combining enterprise-level software with the flexibility of a cloud-based solution, Vivantio provides a unified service management platform. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service.

Vivantio

NX Helpdesk

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.

SmartNX

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.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

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NX Helpdesk

Overview

What is NX Helpdesk?