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Effective Communication Tool: Users have found Re:Desk to be an effective communication tool between their team and clients, providing a …
Overview
What is Re:Desk?
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...
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Product Details
- About
- Tech Details
What is Re:Desk?
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.
Re:Desk Features
- Supported: Alerts/Escalation
- Supported: Automated Routing
- Supported: Email Management
- Supported: Interaction Tracking
- Supported: Multi-Channel Communication
- Supported: Remote Access/Control
- Supported: Self Service Portal
- Supported: Social Media Integration
- Supported: Ticket Management
- Supported: Workflow Configuration
- Supported: Call Center Management
- Supported: Inbox Management
- Supported: Queue Management
Re:Desk Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Web-Based, Mac, Windows |
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Pros
- Cons
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.