Name: Re:Desk
Author: Re:Desk

Help Desk

Web and Video Conferencing

Customer Support

Learning Management

Education

AI Document Creation

Business Intelligence (BI)

Calendar

Collaboration

Environmental, Social, and Governance (ESG)

Enterprise

Accounting

Financial Planning and Analysis (FP&A)

Merger and Acquisition

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

HR Service Delivery

Job Board

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Server

Blockchain Analysis

Cloud Management

Cloud Storage

Composable Infrastructure

Container Security

Data Center Backup

Data Integration

Electronic Data Interchange (EDI)

Enterprise Printing

Event Monitoring

Fraud Detection

Function as a Service (FaaS)

Industrial IoT

Infrastructure-as-a-Service

Integration Platform as a Service (iPaaS)

Managed Detection and Response (MDR)

Managed Security Service

Mobile Device Management (MDM)

Monolithic Frame-based Disk Arrays

Network Performance Monitoring

SQL Server Performance Monitoring

Secure Web Gateway

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Community

Content Management

Creative Management

Customer Advocacy

Email Marketing

Influencer Marketing

Market Research

Marketing Automation

Marketing Resource Management

Mobile Marketing

Social Media Management

Survey & Forms Building

Tag Management

Web Analytics

Marketing

Interactive Whiteboard

Project Management

Professional Services

Call Recording

Customer Relationship Management (CRM)

Sales Dialer

Sales

Application Security

Cloud Security Posture Management

Security

Card Management

Clinical Data Management

Donor Management

Text Analysis

Warranty Management

Vertical-Specific

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Re:Desk is a help desk software designed to streamline customer support processes for small to medium-sized businesses. According to the vendor, Re:Desk offers unlimited functionality for tracking customer requests from various sources such as contact forms, emails, and orders. The software allows for efficient and fast conversion of customer requests into helpdesk tickets, which are then assigned to the appropriate support team agent. Re:Desk supports downloading or cloud versions, providing flexibility in deployment options.

## Key Features

**Unlimited functionality**: Re:Desk offers unlimited functionality for tracking customer requests from various sources such as contact forms, emails, and orders. According to the vendor, the software allows for efficient and fast conversion of customer requests into helpdesk tickets, which are then assigned to the appropriate support team agent. Re:Desk supports downloading or cloud versions, providing flexibility in deployment options.

**Reduce Customer Support Service Workload**: Re:Desk helps manage a large volume of customer messages, automatically assigning them to the correct department or support agent. According to the vendor, the software aims to reduce the workload of customer support teams while improving the overall customer experience.

**Increase and Control Customer Satisfaction**: Re:Desk provides an open-source PHP HelpDesk solution that allows businesses to control the working process of their support agents. According to the vendor, by effectively managing support agents, businesses can increase customer satisfaction. The vendor also states that they plan to introduce reply time reports in the future to further enhance customer satisfaction.

**Ecommerce Ready**: Re:Desk offers an ecommerce-ready customer help desk ticketing system, making it suitable for online or multivendor stores. According to the vendor, the software displays order details if a customer contacts the support team through the ecommerce store or provides an order number through the contact form. Customers of online stores can log in to Re:Desk using the same login access they have in the shopping cart store. Re:Desk allows the integration of a special contact form in ecommerce stores, enabling customers to directly send their requests to the appropriate department.

**Flexible Search**: Re:Desk provides a flexible search feature that allows users to quickly find any information they need by entering a ticket or message ID, phrase, or author name/email. According to the vendor, this search functionality enhances the efficiency of support teams in retrieving relevant information.

**Automatic Assigning to Department**: Re:Desk enables customers to specify the department to which their ticket should be assigned, ensuring the ticket reaches the appropriate support team. According to the vendor, if a customer sends a message via email, Re:Desk automatically creates a ticket and assigns it to the default department specified in the software's settings. Support agents can easily reassign tickets to the correct department if a customer submits a question to the wrong department.

**Support Agents/Staff**: Re:Desk allows for the assignment of tickets to specific departments. Department managers can view and manage all tickets assigned to their department and assign them to the staff within their department. Different staff roles can be defined within each department, granting specific permissions for ticket viewing and management.

**Email, Twitter or FB messages → Ticket**: Re:Desk converts incoming emails, Twitter messages, and Facebook messages (comments and mentions) into tickets. According to the vendor, all messages with the same subject are stored in one ticket, allowing for efficient tracking of client messages in one place. Re:Desk supports receiving emails to different departments and automatically delivers them to the appropriate departments.

**Mobile Adapted**: Re:Desk offers a responsive design that adapts to a wide range of devices, including desktop PCs, tablets, iPods, and mobile phones. According to the vendor, the software's mobile-friendly interface ensures users can access and manage tickets from any device.


Effective Communication Tool: Users have found Re:Desk to be an effective communication tool between their team and clients, providing a necessary pathway for interaction. Several reviewers have highlighted how Re:Desk allows them to seamlessly communicate with clients, enabling efficient interactions.

Easy Setup Process: Reviewers have praised the easy setup process of Re:Desk, allowing for a quick and hassle-free implementation of the software. Many users have mentioned that they were able to get started with Re:Desk without any difficulties or delays.

Responsive Tech Support: The tech support provided by Re:Desk has received positive feedback from several reviewers. Users have commended the support team for being great and responsive, indicating that they received timely assistance when needed.

Slow response from support team: Some users have expressed frustration with the slow response time from the support team. They have mentioned that it can take a while to receive assistance, although eventually, they do get help.

Occasional lag or slowness: There have been reports of occasional lag or slowness in the system. It is possible that this issue arises due to internet connection problems, which some users have found inconvenient.

Lack of frequent product updates: A few users have mentioned that they would like to see more frequent product updates. They believe that regular updates would enhance the software's functionality and provide them with new features and improvements.

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

Re:Desk

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.

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.

Re:Desk

Overview

What is Re:Desk?