Name: Think Help Desk
Price: 79.99 USD
Author: Think Tank Software

Help Desk

Web and Video Conferencing

Customer Support

AI Chatbot

Development

Attendance Tracking

Career Center

Education

Association Management

Business Intelligence (BI)

Case Management

Collaboration

File Sharing

File Sync

Objectives and Key Results (OKR)

Office Suites

Unified Communications as a Service (UCaaS)

Enterprise

Accounting

FinTech

Online Trading

SaaS Spend Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Performance Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Asset Tokenization

Business Internet Service Providers (ISPs)

Cloud Storage

Container Management

Debugging

Disaster Recovery as a Service (DRaaS)

Dynamic Application Security Testing (DAST)

Fraud Detection

In-Memory Databases

Incident Response

Integrated Development Environment (IDE)

Integration Platform as a Service (iPaaS)

Intranet

Managed Private Cloud

Managed Security Service

Modular Storage Area Network (SAN)

Network Function Virtualization (NFV)

Network Performance Monitoring

Runtime Application Self-Protection

SSL Certificate

Secure Web Gateway

Threat Hunting

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Email Marketing

Marketing Automation

Personalization Engines

Product Management

Sales and Marketing Automation

Social Media Management

Survey & Forms Building

Technology Review

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Forecasting

Sales Pipeline

Sales

Microsegmentation

Security Information and Event Management (SIEM)

Security

Automotive

Building Information Modeling (BIM)

Catering

Law Practice Management

Legal Research

Tour Operator

Vertical-Specific

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Think Help Desk is a cloud-based help desk software provided by Think Tank NTG. It aims to streamline ticket management and improve customer support for small to medium-sized businesses. The software caters to various professions and industries, including IT departments, customer support teams, facilities management, education institutions, and healthcare organizations.

**Key Features**

**Cloud Based**: According to the vendor, Think Help Desk operates entirely in the cloud, eliminating the need for installation, management, or backups. Users can access the system through their web browser without the need for additional agents or applets.

**Affordable**: Think Help Desk offers a cost-effective solution compared to its competitors, with pricing that the vendor claims is 50%-75% cheaper. The pricing is not based on the number of technicians or users, making it an economical option for businesses. Pricing starts at $79/month.

**Customizable**: Think Help Desk provides extensive customization options, allowing users to define fields, colors, features, and reports according to their specific needs. The vendor ensures that businesses are not limited to a one-size-fits-all solution. The Think Help Desk team also assists in the customization process.

**Work Flow**: Think Help Desk automatically directs requests to the responsible parties, streamlining the ticket management process. This feature aims to ensure efficient allocation of issues, allowing users to focus on their own tasks.

**Secure**: Security is a top priority for Think Help Desk. The software incorporates various security measures, including captcha, SSL, database encryption, unique passwords, universal passwords, and separate data storage for each customer.

**Free Support**: According to the vendor, Think Help Desk provides free support to its users. Users can open a request, and the Think Help Desk team will promptly resolve the issue. The support also includes free setup assistance.

**Daily Backup**: Think Help Desk ensures data protection through hourly backups. Users also have the option to download their data whenever necessary.

**LDAP or Google Integration**: Think Help Desk offers integration with LDAP or Google, enabling businesses to connect their Help Desk with their preferred directory. The vendor claims that the integration process is smooth and secure.

**Asset Tracking**: Think Help Desk includes a built-in feature for tracking assets, allowing users to associate assets with both users and tickets. This feature ensures the availability of necessary information when handling user requests.

**Check List**: Think Help Desk allows users to create checklists for their own use. After opening a request, a pop-up checklist ensures that users have the necessary information to attempt to resolve their own issues.

Easy to Use Ticketing System: Many users have expressed that Think Help Desk's ticketing tool system is highly user-friendly, allowing for easy submission of tickets and efficient tracking and management by the support staff. 

Great Customer Support: Users have praised the exceptional customer support provided by Think Help Desk, stating that they received prompt and helpful assistance whenever needed.

Customization Options: Several reviewers have highlighted the software's customization capabilities, enabling them to tailor Think Help Desk according to their specific requirements.

Lack of Mobile Application: Several users have expressed frustration with the absence of a mobile app for Think Help Desk. They feel that having a mobile application would greatly enhance their ability to access the software while on-the-go, making it more convenient and flexible for users who are not always in their office.

Uncertainty about Future Mobile App Development: Numerous requests have been made for a mobile app, but there is no indication of any plans to create one. This lack of clarity has left users uncertain about whether their request will ever be fulfilled, creating a sense of doubt and disappointment among them.

Stagnant Software with Limited Improvements: Users have described Think Help Desk as stagnant, lacking noticeable improvements or updates over the years. This perception has led some users to believe that their concerns and suggestions are not being addressed adequately, leaving them dissatisfied and questioning the commitment to enhancing the software's functionality.

Think Help Desk has proven to be a valuable tool for small organizations in managing their helpdesk tickets. Users have found it particularly useful in incident management, knowledge base solutions, and escalations. With Think Help Desk, organizations are able to easily track, assign, and prioritize help desk tickets, ensuring that issues are addressed promptly and efficiently.

One of the key benefits of Think Help Desk is its user-friendly interface, making it easy for staff members to navigate and utilize the system. This allows for seamless maintenance of records and data, eliminating the need for a cumbersome paper ticketing system. Moreover, the cloud-based nature of Think Help Desk enables convenient access to tech support tickets and data tracking from anywhere, providing flexibility for organizations with remote or distributed teams.

Additionally, Think Help Desk offers better asset tracking for technology departments. By allowing users to keep track of assets associated with each ticket, including hardware and software details, organizations can effectively manage their IT inventory and ensure that equipment is properly maintained.

Users have also praised Think Help Desk for its affordability. The subscription cost is reasonable and provides excellent value for small organizations looking to streamline their helpdesk operations without breaking the bank.

Overall, Think Help Desk has proven to be a reliable solution that enables small organizations to effectively manage their helpdesk tickets. With its user-friendly interface, cloud-based accessibility, and affordable pricing, it addresses the needs of small businesses seeking an organized and efficient approach to handling customer support requests.

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

osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.

osTicket

Think Help 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.

Think Tank Software

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.

Think Help Desk

Overview

What is Think Help Desk?