Name: Tiflux
Author: Tiflux

Help Desk

Web and Video Conferencing

Customer Support

Chatbot

Feature Management

Performance Testing

Development

Business Intelligence (BI)

Calibration Management

Collaboration

Embedded Business Intelligence (BI)

Enterprise Search

Enterprise

Accounting

Accounting and Tax Services

Financial Risk Management

Payment Gateway

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Course Authoring

Employee Performance Management

HR Management

On-Demand Payment

Payroll

Relocation

Resume Parsing

Talent Intelligence

Talent Management

Video Interview

Workforce Analytics

Workforce Management

Human Resources

3D Printing

Cloud Migration

Cloud Storage

Component Content Management

Configuration Management

Database DevOps

Disk Cloning

Fraud Detection

IT Professional Services

Integration Platform as a Service (iPaaS)

Interoperability

Metadata Management

Network Performance Monitoring

Product Implementation Services

Remote Desktop

Remote Monitoring and Management

Secure Email Gateway

Server Virtualization

Test Management

User Virtualization

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Email Marketing

Enterprise Marketing Management

Event Management

Marketing Automation

Social Media Management

Survey & Forms Building

Web Analytics

Wholesale Marketplace

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation

Sales Enablement

Sales Training

Sales

Secure Service Edge (SSE)

Security

Car Rental

Construction Takeoff and Estimating

Direct Secure Messaging

Home Health Care

Insurance Agency Management

Intelligent Document Processing

Medical Office EMR & EHR

Population Health Management

Vertical-Specific

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### Ticket Management
Users consistently praise Tiflux for its efficient ticket management capabilities, highlighting features such as easy customization of workflows, excellent contract control, and the ability to distribute tasks among internal teams effectively. The software's intuitive usability and fast customer support further enhance the ticket management experience for users. Additionally, Tiflux's remote access and specialized technical support are noted as valuable assets in streamlining ticket resolution processes.

### Customer Interaction
Reviewers consistently praise Tiflux for its robust customer interaction capabilities, citing features like remote access, efficient ticket management, and detailed customer reports as key strengths. Users appreciate the tool's ability to streamline communication with clients, improve service delivery, and enhance overall customer satisfaction. While some users suggest minor improvements for specific use cases, the general consensus is that Tiflux's customer interaction functionalities significantly contribute to better customer service and operational efficiency.

### Service Level Agreement (SLA) Management
Users unanimously praise Tiflux's service level agreement (SLA) management capabilities. They highlight how the tool has streamlined their internal processes, allowing for better organization and synchronization across departments. The implementation of TiFlux has significantly improved their ability to track issues, set SLAs, generate reports, and maintain control over their support services. Users appreciate the transparency and reliability of the results obtained through the tool, which has enhanced the credibility of their operations. TiFlux has become an essential tool for managing their service environment, enabling them to optimize team productivity, meet customer expectations within SLAs, and extract valuable performance and cost indicators for competitive service provision in the technology sector.

### Remote Access Features
Users unanimously praise Tiflux's efficient remote access capabilities. Reviewers consistently highlight the tool's remote access feature as a standout component, attributing it to decreased response times and enhanced operational efficiency. The ability to customize, integrate, and access tickets easily, coupled with reliable technical support, further solidifies the positive sentiment towards Tiflux's remote access functionalities.

### Reporting and Analytics
Users consistently praise Tiflux for its robust reporting and analytics features, highlighting their role in streamlining processes, improving decision-making, and enhancing overall performance. The reports provided by Tiflux are deemed essential for understanding performance metrics, facilitating better planning, and gaining valuable insights. While some users express a desire for more advanced reports tailored to specific needs, the general consensus remains positive regarding the effectiveness and usability of Tiflux's reporting and analytics functionalities.

Comfortable and Easy-to-Use Interface: Users have consistently praised the comfortable and easy-to-use interface of Tiflux. Many reviewers have found the simplicity and intuitive nature of the interface to be highly beneficial, allowing them to easily understand and navigate through different options and categories.

Integration of Various Features: The integration of various features within Tiflux has been widely appreciated by users. This seamless integration eliminates the need for multiple tools, as everything is conveniently accessible in one place. The ability to integrate with other applications like Whatsapp has been specifically highlighted as a significant benefit for teams.

Valuable Mobile App for Tracking Customer Service: Users have found great value in the Tiflux mobile app for Android and iPhone, which allows them to track customer service and communication on the go. Being able to access and manage tickets remotely has helped many users avoid the use of expensive tools while maintaining effective communication with customers.

Integration Limitations: Some users have expressed the need for improved integration with office tools, such as ContaAzul or a proprietary financial tool. They believe that better integration would enhance their workflow and productivity.

Slow Remote Access: Several reviewers have mentioned that the remote access feature in Tiflux is slower compared to other similar tools in the market. While they acknowledge that it still functions, they feel that its speed could be improved to provide a smoother user experience.

Complicated Settings and Unfriendly Interface: Users have found some settings in Tiflux to be complicated, requiring special care when configuring email settings and matching the software to their company's reality. Additionally, they mention that while the interface is complete in terms of functionality, it lacks user-friendliness.

Tiflux has been highly regarded by users as a valuable tool for IT issue reporting and tracking. It provides timely updates and a positive experience for Operations Management support. Professionals in the technology industry have found Tiflux to be an interesting software with embedded features at an acceptable price, making it their preferred choice since 1998. One of the key use cases of Tiflux is its ability to consolidate all necessary tools for companies, surprising users with new features and providing a comprehensive service solution. By implementing Tiflux in their technical support department, users have witnessed significant improvements in ticket control and productivity. The software allows for the recording of previously untracked data, offering a better view of customers and generating insightful reports. Moreover, Tiflux's organization and efficiency have replaced the need for multiple task management tools, enabling different SLAs and support fields. It serves as a complete solution for managing service environments, improving metrics, setting goals, and enhancing team productivity. The transparency and reliability of the reports generated by Tiflux have increased credibility in operations and allowed for adjustments to be made to improve team performance. Users heavily rely on Tiflux as their main tool for interacting with customers, organizing service tables, meeting SLAs, extracting performance and cost indicators, managing contracts, billing, customizing ticket workflows, and accessing excellent reporting capabilities. While the software has made routine tasks easier and improved planning, users express a desire for additional reports to make it even more valuable in supporting their operations.

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

Tiflux

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.