Name: Requestor
Price: 30 USD
Author: Requestor Technologies

Digital Adoption

Help Desk

Web and Video Conferencing

Customer Support

Bug  Tracking

Software Repositories

Development

Online Proctoring Software

Education

Audit

Business Intelligence (BI)

Collaboration

Enterprise Generative AI

Visual Collaboration

Enterprise

Accounting

Revenue Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Recruitment Automation

Succession Planning

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

3D Printers

AIOps

C/C++ Integrated Development Environments

Cloud Storage

Cybersecurity Consulting

Data Center Infrastructure Management

Data Quality

Data Virtualization

Desktop Management

Distributed Denial of Service (DDoS) Protection

Fraud Detection

Hadoop-Related

Hosted Virtual Desktop

Integration Platform as a Service (iPaaS)

MLOps

Managed Public Cloud Infrastructure

Mobile Data Security

Monolithic Frame-based Disk Arrays

Network Performance Monitoring

Process Mining

Relational Databases

Security Awareness Training

Web Access Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Appointment Scheduling

Consumer Ratings & Reviews

Content Management

Email Marketing

Event Registration

Landing Page

Marketing Automation

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

AI Meeting Assistants

Project Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation Services

Sales

Antivirus

User and Entity Behavior Analytics (UEBA)

Security

Construction Accounting

Hotel Management

Library Management

Mental Health

Multiple Listing Service (MLS)

Pharmacy

Scholarship Management

Telemedicine

Utilities

Vertical-Specific

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Requestor is an adaptable helpdesk solution designed to streamline customer support and internal team requests. According to the vendor, it offers multichannel capabilities, allowing businesses of all sizes, from small to large-sized companies, to efficiently manage customer support and internal communication. Requestor caters to various professions and industries, including customer support teams, IT support teams, service desk teams, helpdesk teams, and call center teams.

## Key Features

According to the vendor, Requestor provides a multichannel helpdesk that allows customer support and internal team requests to be managed from various channels such as email, phone, or chat. All communication is consolidated into ticket forms for what the vendor claims is easy and transparent communication.

The vendor states that deployment of Requestor is quick and hassle-free. The cloud deployment can reportedly be done within 3 minutes, while the on-premises deployment takes just 10 minutes, enabling businesses to start using the system immediately.

Requestor is said to collect all communication in ticket form, including emails, phone calls, and chat, providing a centralized platform for easy access and management of all customer support and internal team requests.

The vendor claims that Requestor features a user-friendly interface, ensuring easy navigation and a quick learning curve. They state that the intuitive system can be mastered within an hour or two, enabling efficient usage from the start.

According to the vendor, Requestor seamlessly integrates with CRM or ERP systems, allowing for centralized management of all customer interactions and data from one platform.

The vendor states that Requestor provides monthly updates with new functions and extensions, ensuring immediate availability of new features and enhancements to enhance productivity and efficiency.

According to the vendor, businesses can choose between hosted cloud or on-premises solutions based on their preferences and requirements. Requestor offers all functions in both deployment scenarios.

Requestor Cloud, as claimed by the vendor, eliminates the need for server installation or maintenance. They state that it offers scalability, low operating costs, and automatic updates and backups.

For companies with their own server infrastructure, the vendor claims that Requestor's on-premises solution ensures a high level of security and integration, providing full control over data and users.

Customization Capabilities: Users have praised the software's customization capabilities, with many stating that it allows for the customization of almost everything needed. 

Easy User Administration: Reviewers appreciate the convenience of the easy user administration feature, which simplifies the management of users within the software.

Regular Updates and New Functionality: The software is regularly updated, bringing new and useful functionality to users. Some reviewers specifically mention that these updates are especially beneficial for those who have prepaid maintenance.

Slow and Inadequate Support: Some users have expressed dissatisfaction with the speed and quality of support provided by Requestor. They have mentioned that at times, the support is slow and does not offer excellent feedback, leading to frustration.

Long Wait for Fixes and Updates: Reviewers have noted that waiting for fixes or new versions of Requestor can take a considerable amount of time. This delay has caused frustration among users who are eagerly awaiting improvements or bug fixes.

Missing Feature in User Administration: Several reviewers have mentioned a missing feature in user administration, specifically the ability to merge users and companies. After migration, many semi-duplicities in records were observed, making it difficult to merge these records manually. Users feel that Requestor should provide an automated process to streamline this task further.

Requestor has proven to be an invaluable tool for managing and monitoring helpdesk performance, as attested by its user base. With its seamless integration with SQL reporting services, users have found Requestor to be an easy-to-use solution that provides efficient administration and initial setup. Customers have expressed satisfaction with the software and have successfully utilized it to handle an average of 10-15 daily requests for almost half a year. Moreover, Requestor's basic settings are straightforward and simple to configure, enabling users to easily install the software themselves in approximately one hour. 

In addition to small helpdesks, Requestor is well-suited for medium and large companies as it effectively manages IT processes. IT companies have found Requestor to be a useful tool in supporting their products, further showcasing its versatility and adaptability. The manufacturer of Requestor actively collaborates with users, ensuring continuous improvement and refinement of the software based on user feedback. This collaborative approach has garnered positive feedback from customers, who have indicated their preference for Requestor and their satisfaction with the software's performance in meeting their daily operating requirements.

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

Requestor

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.

Requestor Technologies

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.

Requestor

Overview

What is Requestor?