Description de HelpDesk

HelpDesk est un système de gestion des cas d'assistance en ligne qui simplifie le travail de votre équipe. Il est doté de fonctionnalités qui favorisent la collaboration au sein de votre équipe. Vous pouvez utiliser le balisage, ajouter des notes privées, attribuer des cas d'assistance à des membres spécifiques de l'équipe et créer des réponses prédéfinies. Pour garantir le plus haut niveau de sécurité, le système crypte vos données avec un protocole SSL 256 bits. HelpDesk est conçu pour faire gagner du temps à vos agents et leur permettre de fournir le meilleur service client, sans effort.

Qui utilise HelpDesk ?

Des start-up qui démarrent aux grandes entreprises mondiales, Helpdesk convient à toutes les entreprises, quel que soit leur secteur ou leur taille.

Où peut-on déployer HelpDesk ?

Basé sur le cloud
Sur site

À propos de l'éditeur

  • LiveChat Software
  • Situé à Boston, É.-U.
  • Fondé en 2002

Assistance HelpDesk

  • Support téléphonique
  • Support 24/7 (réponse directe)
  • Chat

Pays disponibles

Afghanistan, Afrique du Sud, Albanie, Algérie, Allemagne et 225 autres

Langues

anglais

HelpDesk - Prix

À partir de :

29,00 $US/mois
  • Oui, essai gratuit disponible
  • Non, pas de version gratuite

HelpDesk n'est pas disponible en version gratuite mais propose un essai gratuit. La version payante de HelpDesk est disponible à partir de 29,00 $US/mois.

Plans de tarification obtenez un essai gratuit

À propos de l'éditeur

  • LiveChat Software
  • Situé à Boston, É.-U.
  • Fondé en 2002

Assistance HelpDesk

  • Support téléphonique
  • Support 24/7 (réponse directe)
  • Chat

Pays disponibles

Afghanistan, Afrique du Sud, Albanie, Algérie, Allemagne et 225 autres

Langues

anglais

HelpDesk en vidéos et en images

HelpDesk Logiciel - 1
HelpDesk Logiciel - 2
HelpDesk Logiciel - 3
En voir 4 de plus
Vidéo de HelpDesk
HelpDesk Logiciel - 1
HelpDesk Logiciel - 2
HelpDesk Logiciel - 3

Fonctionnalités - HelpDesk

  • Alertes et remontée des problèmes
  • Analyse visuelle
  • Audit des problèmes
  • Base de données de clients
  • Chat et messagerie
  • Communication multicanal
  • Configuration des workflows
  • Gestion de contenu
  • Gestion des affectations
  • Gestion des billets
  • Gestion des commentaires
  • Gestion des e-mails
  • Gestion des enquêtes et sondages
  • Gestion des flux de travail
  • Gestion des modèles
  • Gestion des tickets de support
  • Gestion des tâches
  • Historique des clients
  • Intégrations de tiers
  • Macros et réponses types
  • Messagerie instantanée
  • Mesure des performances
  • Outils de collaboration
  • Personnalisation
  • Portail libre-service
  • Rapports et analyses
  • Rapports et statistiques
  • Routage
  • Suivi des interactions
  • Suivi des plaintes
  • Suivi des plaintes de clients
  • Suivi des problèmes
  • Tableau de bord
  • Tableau de bord d'activités

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Avis sur HelpDesk

Note moyenne

Note globale
4,5
Facilité d'utilisation
4,6
Service client
4,4
Fonctionnalités
4,2
Rapport qualité-prix
4,3

Avis classés par taille de l'entreprise (nombre d'employés)

  • <50
  • 51-200
  • 201-1 000
  • >1 001

Trouver les avis classés par note

5
64%
4
25%
3
11%
Vanessa
Vanessa
Customer Success Specialist (Philippines)
Utilisateur LinkedIn vérifié
Design, 51-200 employés
Temps d'utilisation du logiciel : Essai gratuit
Source de l'avis

Efficient and Easy to use!

5,0 il y a 2 ans

Commentaires : I love how it makes our tasks easier and we're excited to discover more of its other features that we can use in our other lines of business. :)

Avantages :

What I liked the most about HelpDesk is that it gives us the convenience of being able to work on our tickets on an organized page, thus saving a lot of time. It's simple and so easy to use. The internal note feature ensures that everyone in the team is on the same page, resulting in a great client experience.

Inconvénients :

I'm still in the process of getting to know more about HelpDesk but I'm already loving it.

Stephen
I.T. Assistant (É.-U.)
Institutions religieuses, 11-50 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Very Useful to start a Helpdesk experience

5,0 il y a 3 ans

Commentaires : Overall Helpdesk has been great for me to begin using a ticket system. Before we where using Helpdesk it was difficult for my team to keep track of which problems were solved and who was responsible for them, but now my agents always know what they are responsible for and they are able to see each ticket though to completion.

Avantages :

Helpdesk is very easy to get started with and is extremely affordable compared to other options. It was very easy for me to already use our existing Helpdesk email address and give my agents a way to track their tickets. The software is very easy for my agents to understand and it is great that they can access it online anywhere.

Inconvénients :

I would like to see an option for omnichannel so we can respond to customers in the medium they use to first reach out rather than always have to redirect to our support email.

Alternatives envisagées : Zendesk Suite

Pourquoi passer à HelpDesk : Zendesk was way too expensive for us as a small business. They have much better features than Helpdesk, but since we are not a large scale company yet we do not need all of the features Zendesk offers and we can not afford to pay for them.

Lianne
Virtual Assistant (É.-U.)
Formation professionnelle et coaching, 2-10 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Helpdesk

3,0 il y a 2 ans

Commentaires : We purchased this program to help us with ticket management, as we were handling our customer service tickets through regular email. This system does allow us to do that. However, the system is not customizable, and it is very cumbersome and clunky. I would definitely not recommend this system to anyone else.

Avantages :

-- Provides an easier way to manage requests that come into our business than through regular email. -- Gives an option for writing internal notes so that agents can make private comments to one another inside tickets for background -- Keeps all our support requests in one location so they are easier to find and manage than regular email

Inconvénients :

-- Templates / emails cannot be customized without knowledge of HTML -- Poor customer service -- we have submitted tickets as well as chatted with CS on issues that required further investigation on their end. They have told us each time they would get back to us, but they never have. If they can't resolve the issue right at that moment, we never hear from them again. -- Our automated responses that we have set up to trigger when someone submits a ticket go our to every agent, every single time someone submits a ticket. Very annoying. The automated responses also become part of the ticket thread, which makes the threads long and cumbersome. We have asked them to please shut this off, and have been told they cannot do that.

Réponse de l'équipe de LiveChat Software

il y a 2 ans

Hi Lianne, Here's Weronika from HelpDesk. Thank you for your honest review. I've read it carefully and would like you to know that it's crucial to make HelpDesk usable and meet your needs. Email templates indeed require HTML knowledge, but luckily you can always use our default template. It's ready to implement and will make your messages look professional. I'm sorry we left your message unanswered. We didn't do this on purpose. Our support heroes do their best 24/7 to answer your doubts. I'll see what happened with your ticket to make sure this never happens again. Now, the issue with automated workflows. They're designed to make your job easier, so I deeply regret that it didn't work out as expected. I'd appreciate knowing exactly how you've set them up so we can make them run in your favor. Email us directly at weronika@helpdesk.com to discuss the matter and reactivate your account for a month for free. I'll do my best to make your experience with HelpDesk enjoyable.

Nicholas
Developer / Technical Support (É.-U.)
Services et technologies de l'information, 2-10 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Easy to use!

4,0 il y a 2 ans

Avantages :

HelpDesk is very easy to set up and start using. I find it especially helpful for some of our non-technical co-workers, compared to other support software we've used which required some extensive instructions to help onboarding coworkers.

Inconvénients :

Certain actions can only be done using the multiple select checkbox, for example closing a single ticket either requires you to go into the ticket and update the status, or use the multiple select checkbox to close a ticket. The spam filter is also quite annoying, while it does block a lot of spam emails, we've missed quite a few non-spam tickets, resulting in upset clients.

Wayne
Wayne
President/CEO (É.-U.)
Utilisateur LinkedIn vérifié
Vente au détail, Auto-entrepreneur
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis
Source : GetApp

The best HelpDesk for small business website owners

5,0 il y a 9 mois

Commentaires : Customer Support was hard to get a hold of through Shopify App and took over a week to get help and then was told I cannot use my HelpDesk on Shopify I would have to start over with a new account.

Avantages :

Features, layout, tags, spam blocking, email signature in outgoing emails, domain verification for outgoing emails so it has our email address

Inconvénients :

You can not integrate with Shopify unless you start a whole new account with a different domain and email then you have to start all over from scratch. Very disappointed as I have an integration with LiveChat but HelpDesk is separate for some reason in Shopify and they are the same company.