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Users of Total Support HelpDesk CRM have experienced a range of benefits and use cases that have improved their customer service …
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Product Details
- About
- Tech Details
What is Total Support HelpDesk CRM?
Total Support HelpDesk CRM Features
- Supported: Activity Dashboard
- Supported: Alerts/Escalation
- Supported: Automated Routing
- Supported: Customer Database
- Supported: Customizable Branding
- Supported: Email Management
- Supported: Interaction Tracking
- Supported: Knowledge Base Management
- Supported: Multi-Channel Communication
- Supported: Prioritization
- Supported: Reporting/Analytics
- Supported: Self Service Portal
- Supported: Service Level Agreement (SLA) Management
- Supported: Third Party Integrations
- Supported: Ticket Management
- Supported: Workflow Configuration
Total Support HelpDesk CRM Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Web-Based, Mac, Windows, Linux, Chromebook, Android, iPhone, iPad |
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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!
- Business Problems Solved
- Pros
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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.
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.