What's The Best 'Help Desk' Software?

by GlenH

Posted: 15 years ago 14 replies

PRODUCT REVIEWS

I've got a number of software products, at the moment, and the product list is growing.

To help manage clients questions, I'm wanting to set up a dedicated 'Help Desk'.

My idea is the the 'Help Desk' will be set up on it's own domain ( eg www.mysoftwarehelpdesk.com) and not as a sub-domain off of one the software app. sites

I'm looking to 'buy' the software, not get involved with some monthly subscription 'Help Desk' app.

If any one is using 'Help Desk' software, I'd appreciate your thoughts on what you think is the best.

--Glen

#desk #software

m4rx 15 years ago

I always see Cerberus Help Desk, and it has always worded well for me.

--m4rx
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jazbo 15 years ago

My advice - use HESK - its totally free and just as powerful as any other helpdesk for a one-admin solution.
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m4rx 15 years ago

Hmm... Never heard of Hesk, I must try this :]

--m4rx
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Sumaryan85 15 years ago

HESK is good for a free script, but if you want to look pro I recommend using kayako support suite.

specially if you have many sites/products to handle kayako is the way to go.
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TheNightOwl 15 years ago

I'm a BIG fan of Ticket Desk Pro (as the folks on my mailing list know all too well! Ha!).

Frank (Haywood)... if you're reading this... Dude! You've gotta change that hokey header graphic. Have you? (I still can't get through to any of your sites to check!)

Great software. Cheap, robust, unlimited site license last time I looked.

Free is nice. But there ain't no support on free. For 60 bucks or whatever Frank's asking these days, seems like a good deal to me, at least.

TheNightOwl
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- GlenH 15 years ago
  
  I've sent in about 10 support tickets asking questions about his Ticket Desk Pro'...and still no replies.
  
  --Glen
  
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  1 reply
  
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  RickHanson 15 years ago
  
  Hi Glen,
  
  Check out Help Spot - Help Desk Software for Email/Web Customer Service
  
  I've set this up for clients and they all like it.
  
  What I've found really helpful is the Live Lookup function. Tour: Developer API’S
  
  If you have data on Site A and your desk is on Site B, you can add an app on Site A so that the Help Desk can view the data.
  
  Rick
  
  Thanks
  
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Greg Jacobs 15 years ago

I agree- for low-mid volume and non-complex operations, then HESK is better than lots of the paid stuff. Its free and your can pay $30 I think to take out their footer link
Help Desk Software HESK

however if you are running high-volume, you may want to look into something more robust and versatile as HESK is very basic (but works for most)

I have heard the Support Desk software from Quality Unit is very powerful, but have not had a chance to test yet.
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- nteetzel 15 years ago
  
  I'll have to say - from a customers view - I really like Ticket Desk Pro.
  
  I was working with someone and really likes the look and function of his support center...
  
  It wasn't until reading this that I went back to see what he was using.
  
  If you look at their demo shots you'll get an idea - but from a customers experience I actually
  noticed how much I liked his support system - which is not something I really get to excited about
  
  I haven't purchased it yet - but I'll take be taking a good look at this system - as well as the others.
  
  Nick Teetzel
  
  Thanks
  
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BenShaffer 15 years ago

Have tried the paid solutions, but Hesk seems to win every time despite the fact that it is free.

Ben Shaffer
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- Bronwyn and Keith 14 years ago
  
  Although we generally don't use a help desk in favour of personal email support the best we have tried is definately HESK.
  
  Plus the price is a no brainer.
  
  Regards
  
  Bronwyn and Keith
  
  Originally Posted by BenShaffer
  
  Have tried the paid solutions, but Hesk seems to win every time despite the fact that it is free.
  
  Ben Shaffer
  
  Thanks
  
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Jesus Perez 14 years ago

Kayako is the gold standard. I just bought a 1-domain license at LicensePal - Web Hosting Software License Reseller for $239. No monthly fees. It's a onetime purchase that's worth every penny.

There's also an iPhone app that will let you manage tickets from your phone. The app is called "Support Desk" and costs $20.

This combo sealed the deal for me.
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mbit 14 years ago

For smaller businesses I would suggest: osticket.com
It's a next step in handling tickets instead of emailing back and forth which can grow a large conversation. It also supports knowledge base and premade replies.
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