Name: Total Support HelpDesk CRM
Author: Resource Dynamics

Help Desk

Web and Video Conferencing

Customer Support

Java Technologies

Development

Career Center

Education

Business Intelligence (BI)

Collaboration

Communications Platform as a Service (CPaaS)

Quality Management

Smart Spaces

Supply Chain Visibility

Enterprise

Accounting

Loan Origination

Finance and Accounting

401(k)

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

App Development

Bug Bounty

Cloud Storage

Data Center Outsourcing (Canada)

Data Observability

Data Replication

Debugging

Desktop Management

Encryption Key Management

Fraud Detection

HTML Editors

Industrial IoT

Integration Platform as a Service (iPaaS)

Load Balancing

MLOps

Machine Learning

Managed Security Service

Network Performance Monitoring

Network Troubleshooting

Process Mining

Secure Access Control

Secure Web Gateway

Software Defined Storage (SDS)

Static Code Analysis

Threat Hunting

Virtual Desktop Infrastructure (VDI)

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Business Card Scanning

Content Management

Digital Signage

Email Management

Email Marketing

Grant Management Software

Marketing Automation

Public Relations (PR)

Real-Time Interaction Management

Social Login

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Interactive Whiteboard

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Acceleration

Sales Dialer

Sales

Microsegmentation

Video Surveillance

Security

HIPAA Compliance

Insurance Suites

Restaurant Management

Tax Practice Management

Vertical-Specific

Find top rated software and services based on in-depth reviews from verified users. 400+ software categories including PaaS, NoSQL, BI, HR, and more.

Priority Matrix

Appfluence

eMeetingsOnline

AspenOne Supply Chain Management

Aspen Technology

ReportsNow

FastPIPE

FastEST, Inc.

Document Locator

ColumbiaSoft

Crowdtap

Frosmo

Frosmo Ltd

Aras PLM

Aras Corporation

Azurepath

Azurepath, LLC.

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.

365Ticketing

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

Help desk software provides a centralized system for managing customer and employee support requests. It streamlines communication and ticket management, enabling support teams to resolve issues much more efficiently. In addition, Help desk platforms offer features such as automation, self-service portals, and advanced analytics to optimize the support workflow and enhance user satisfaction. Explore different help desk software products by reading our user reviews and comparing features to find the best fit for your team.

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.

TrustRadius

Home

Help Desk Software