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  #1  
Old 02-19-2018, 07:56 AM
 
hartwellj hartwellj is offline
 

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Default Help Desk Software...

I can't seem to find any non-biased opinions on good help desk software. Is anyone using a help desk software they recommend?
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Old 02-19-2018, 03:58 PM
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Default Re: Help Desk Software...

I was a HUGE fan of Kayako. We no longer use them as we're in a different industry, but when I was in the web hosting world, we used this system and handled 30+ tickets per day regularly without an issue. Great integration with a knowledgebase or FAQ section too. Then they introduced Live Chat and that made things even better for us.

You can use the REST API to integrate with your store or other softwares as needed.

These days, we use Accelo, but this is more a Project Management system and CRM than it is a helpdesk.

The determination on a direction for helpdesk software is going to depend on your needs. If you get 1 or 2 emails per day you'll likely need something very different than someone with 40+ emails per day.
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Old 02-19-2018, 04:37 PM
 
hartwellj hartwellj is offline
 

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Default Re: Help Desk Software...

Thanks for the update...Please keep the suggestions coming.
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Old 02-20-2018, 12:32 PM
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Default Re: Help Desk Software...

I used to use Kayako, but I've found that Freshdesk is easier to use, is feature-rich, has a free mobile app, and I was able to integrate it into XCart sites fairly easily (and in different ways). Plus, the free version is good for unlimited users. I found that I have not needed the features of the paid versions.

Check the variations on these sites using the "Contact Us" link. Also, on the first link, I had FreshChat and Freshdesk popups integrated into the site (upper left / bottom right).

https://www.centuryperformance.com
https://www.sandersonheaders.com

On a third site, I simply use the "contact" and "support" links to take users directly to the portal.
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Old 02-20-2018, 12:40 PM
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Default Re: Help Desk Software...

+1 for Kayako.

I also use Desk.com for another business which does the job.
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Old 10-16-2018, 12:02 PM
 
Dougrun Dougrun is online now
 

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Default Re: Help Desk Software...

just started using tawk.to, looks nice.
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Old 08-03-2019, 04:21 PM
 
georgewf georgewf is offline
 

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Default Re: Help Desk Software...

We've been using tawk.to for a few weeks. Much more interactive than Kayako. Somehow Kayako drifted away from live chat. Tawk has a ringing phone notification agents can't miss.

Problem with tawk.to: tawk.to does not support the reply-to on contact us page and ask a question popup.

I've worked around that in xcart 4 by creating a new mail send function to change the From address to be the customer's email address.
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