Name: Trakdesk
Price: 11.99 USD
Author: Trakdesk

Help Desk

Kiosk

Web and Video Conferencing

Customer Support

Agile Development

Interactive Application Security Testing (IAST)

Product Lifecycle Management (PLM)

Service Mesh

Development

Alumni Management

School Management

Education

Business Intelligence (BI)

Collaboration

Digital Rights Management (DRM)

Enhanced 911 (E911)

Operational Analytics

Enterprise

Accounting

Invoicing

Nonprofit Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Pay Equity

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Lifecycle Management (ALM)

Application Performance Management (APM)

Archiving

Build Automation

Cloud Storage

Composable Infrastructure

Data Integration

Data Privacy Management

Database Performance Monitoring

Email Verification

Ethernet Switches

Fraud Detection

Governance, Risk & Compliance

IP Address Management (IPAM)

Integration Platform as a Service (iPaaS)

Internet Security

License Management

Network Diagnostics

Network Performance Monitoring

Network Simulation

SQL Server Performance Monitoring

Storage Management

Wireless LAN

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Blogging

Computer-Assisted Translation

Content Management

Creative Collaboration

Email Marketing

Marketing Automation

Product Sampling

Search Engine Marketing (SEM)

Social Media Management

Survey & Forms Building

Web Analytics

Website Builder

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales

API Security

Security

Construction Management

ID Card

Laboratory Information Management

Last Mile Delivery

Municipal

Nonprofit CRM

Roofing

Vertical-Specific

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Trakdesk is a customer support software provided by Trakdesk. According to the vendor, Trakdesk offers a comprehensive set of tools to help businesses deliver customer support. It includes features such as a responsive and customizable helpdesk ticketing system, automations for efficient ticket management, and a customer portal with customizable themes and access control.

Trakdesk also incorporates gamification elements to motivate agents and a knowledge base for sharing dynamic content with customers. According to the vendor, Trakdesk's reporting and analytics suite allows businesses to analyze helpdesk performance and measure customer satisfaction. Security is prioritized with SSL encryption, scalable architecture, and advanced security configuration options.

Easy to Use: Several users have found Trakdesk to be very user-friendly, with a clean customer portal that allows for easy ticket creation. The intuitive interface and the ability to easily find desired functionalities contribute to the overall ease of use.

Customizable Time Tracking SLAs: Many reviewers appreciate the customizable time tracking SLAs offered by Trakdesk. This feature supports custom calendars and start times, allowing users to tailor their service level agreements according to their specific needs.

Great Support: Trakdesk receives praise for its excellent support team. Reviewers mention that their feedback is well received and changes are implemented promptly. Additionally, the quick response time in fixing bugs, such as one being resolved within two hours, highlights the efficiency of the support provided by Trakdesk.

Limited Customization Options: Some users have expressed dissatisfaction with the limited customization options available in Trakdesk. They feel that the software lacks flexibility and does not allow them to tailor it according to their specific needs, which limits its functionality.

Unappealing Visual Layout: Several reviewers have mentioned that they find the layout of Trakdesk boring and lacking visual appeal. They believe that a more visually engaging interface would enhance the overall user experience and make using the software more enjoyable.

Accessibility Concerns: A few users have raised concerns about accessibility issues in Trakdesk. Specifically, there are concerns regarding colorblindness and the readability of default theme words. These users suggest improving accessibility features to ensure inclusivity for all users.

Users of Trakdesk have found the software to be a seamless solution for managing defective equipment and seeking help. It has proven effective in resolving tickets and automating responses, reducing the burden on customer service agents. The software's ability to improve customer service and receive more positive reviews has been praised by organizations. Customers appreciate the excellent customer support provided by Trakdesk, with quick responses and issue resolution. Furthermore, Trakdesk's robust list of features at a competitive price has been well-received, with regular updates to meet changing needs. Users have also praised the software's ease of use and high level of customization, allowing them to design their own forms and ticket operations. The customizable reports and valuable suggestions from the support team have been lauded as well. Trakdesk's responsiveness and compatibility with phones have impressed users, making it their preferred choice over other ticket systems. Despite being a newer player in the field, Trakdesk has shown promise with its development speed and high-quality features. Users appreciate that the owner promptly implements good suggestions for features and tweaks. Overall, Trakdesk provides an easy-to-use, setup-friendly platform with cost-saving potential compared to other platforms. While lacking phone integration initially, users have been assured by the support team that it is on its way.

Basic

Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.

The Early Stage program

Proactive Support Plus add-on

Expert

Advanced

Essential

Growth

Free

Trakdesk

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.

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Trakdesk

Overview

What is Trakdesk?