Name: Total Support HelpDesk CRM
Author: Resource Dynamics

Help Desk

Web and Video Conferencing

Customer Support

Java Technologies

Service Mesh

Development

Academic Advising

Education

Business Intelligence (BI)

Collaboration

Desktop Publishing

Enhanced 911 (E911)

Interactive Voice Response (IVR)

Risk Management

VoIP

Enterprise

Accounting

Crypto Asset Management

Invoicing

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Credentialing

HR Management

Leave Management

Payroll

Recruitment Automation

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Infrastructure

Cloud Storage

Data Masking

Email Verification

File Sync and Share

Fraud Detection

HTML Editors

IT Asset Management

Integration Platform as a Service (iPaaS)

License Management

Log Management

Machine Learning

Network Performance Monitoring

Network Troubleshooting

Operating Systems

Remote Support

Secret Managers

Software Distribution

Tape Storage

Threat Hunting

Threat Intelligence

Vector Databases

VoIP Monitoring

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Brand Intelligence

Content Management

Email Marketing

Graphics

IP Geolocation

Marketing Automation

Social Login

Social Media Management

Survey & Forms Building

Swag Management

URL Shorteners

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Acceleration

Sales

Video Surveillance

Security

Auto Repair

Building Information Modeling (BIM)

Emergency Notification

HIPAA Compliance

Laboratory Information Management

Legal Billing

Vertical-Specific

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Centralized Customer Support: Many users have found it highly beneficial that Total Support HelpDesk CRM centralizes all customer support cases in one place. This feature allows for easy access to information and quick lookup, enhancing overall efficiency.

Efficient Integration Abilities: Reviewers have praised the software's integration abilities, particularly with email and hot tips. This integration enhances workflow efficiency by seamlessly incorporating external communication channels into the system.

Comprehensive Issue Tracking: The level of detail provided by Total Support HelpDesk CRM for issue tracking has been commended by multiple reviewers. This comprehensive tracking and monitoring capability ensures that customer issues are effectively addressed and resolved.

Cumbersome Software Updates: Several users have expressed frustration with the cumbersome process of updating the software. They have found it to be time-consuming and difficult, which has resulted in disruptions to their work. 

Lack of Online Knowledge Base and Web-Based Access: Users have mentioned that the absence of an online portal for accessing the knowledge base is a drawback. Additionally, the lack of web-based access for remote users has made it inconvenient for them to use the software outside of their office environment.

Difficulty in Upgrading and Additional Costs: IT teams have faced difficulties when upgrading the software as each client needs to be manually upgraded, causing disruptions in their workflow. Furthermore, some users express dissatisfaction with the fact that updates come at an additional cost, impacting their overall experience with Total Support HelpDesk CRM.

Users of Total Support HelpDesk CRM have experienced a range of benefits and use cases that have improved their customer service management. With this software, users can maintain a high service level for their customers and effectively resolve issues. The software provides instructions to address the issue of techs forgetting to add ticket numbers to tickets, ensuring that all necessary information is included. Additionally, the ability to perform keyword searches against problem and resolution notes has helped improve users' understanding and utilization of the feature.

The integration capabilities of Total Support HelpDesk CRM are also highly valued by users. The software seamlessly integrates with ACT, allowing for efficient transfer of data and smooth support call center operations. Users are able to easily track open and closed tickets, thanks to the software's functionality. Customization options for fields have facilitated the integration of the software with existing processes, meeting the specific needs of users.

Furthermore, the bug tracking feature has proven valuable in linking specific tickets to open software issues. While some users have expressed a desire for additional features such as the ability to open multiple tickets at once or merge/link tickets together, they have found great value in the overall functionality and performance of Total Support HelpDesk CRM.

Users have praised the helpfulness and collaboration of the support and sales staff, highlighting the positive experience of working with Resource Dynamics. They appreciate the customizable nature of the software, which allows them to tailor it to their specific needs. The reporting capabilities provided by Total Support HelpDesk CRM offer valuable data collection and analysis options for users. Overall, this software has become an essential tool for many businesses in managing customer relations effectively.

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

Total Support HelpDesk CRM

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.

Resource Dynamics

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.