Manage all your customer messages in one place. Build better bonds automatically.
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A single help desk system for better collaboration. Smarten up your daily workflow, and delight customers with your swift support.Go to Product tour
Resolve tickets automatically and save time for complex cases.
Streamline your resolution rate with pre-made canned responses.
Address multiple similar customer tickets from your list in a single batch.
Dig deep into reports with performance metrics to make data-driven decisions.
Bring the communication channels together into a single dashboard.
Keep your focus by filtering and grouping customer cases.
Quickly update the resolution stage your customer case is on.
Browse previous conversations to deeply understand the customer.
Keep your conversations and data protected in a secure ticketing system.
Avoid tricky situations with multiple agents handling the same ticket.
Call out a specialist agent for first-class case management.
Share customer stories or discuss complex cases with your team in private.
Become a ticket follower to get real-time notifications of updates.
Brastel team saves 12 minutes handling each ticket. It's a 39% decrease in the ticket resolution process.
Brastel team handles nearly 2,000 tickets a month using automation.
HelpDesk embraces everything we needed when it comes, to asynchronous customer communication.
Marketing Project Manager at Brastel Co., Ltd.
Free 14-day trial No credit card required Simple setup
Integrate our help desk system with your CRM, favorite apps, and management platforms to fully reflect your daily workflow.
Use the available resources designed with you in mind to get help, find inspiration, and spring into action in your help desk system.
Help desk software is a tool that serves a wide range of customer support activities. You can organize messages, give assistance, and exchange information with customers at a single point of contact (SPC). The help desk uses tickets for communication — that's why it's also known as ticketing system software.
The data collected from tickets is a valuable source of customer information. You can analyze support stories and be well-prepared for new customer cases and issues.
The help desk software generates themed reports that enable you to verify your team's performance and improve your organization's customer service strategy.
A help desk system deals with support requests or emails (called tickets) from users. When users have specialized issues or need help, they send a support request through different channels like email, phone, or an online form on a website. The help desk team or software then sorts and prioritizes the tickets based on the nature and seriousness of the issue. The ticket is then assigned to the appropriate support personnel or team who work on fixing the issue. The help desk keeps track of the ticket's progress by providing updates and communicating with the user. Once the issue is resolved, the help desk gives the user a solution and closes the ticket.
Yes, HelpDesk offers 24/7/365 support. Feel free to reach out to our helpful support heroes at any time for guidance.
Use HelpDesk to handle requests through a structured process and efficiently manage and respond to customer requests.
1. Ticket creation: Users submit tickets through email, web forms, or social media, including all details.
2. Ticket assignment: Tickets are automatically assigned to suitable agents based on predefined rules.
3. Ticket tracking: The system tracks ticket status and updates, recording agent notes and actions.
4. Ticket prioritization: Tickets are prioritized based on impact, urgency, or predefined SLA rules.
5. Communication and collaboration: Agents communicate with users, request information, and collaborate with colleagues.
6. Ticket resolution: Agents work on troubleshooting, providing instructions, or escalating to specialized teams.
7. Ticket closure: Agents update ticket status, record resolution details, and gather user feedback.
8. Reporting and analysis: HelpDesk systems provide reports on ticket volume, response times, resolution times, and customer satisfaction.
HelpDesk prioritizes the security and privacy of its users' data. Here are some features and measures that HelpDesk implements to provide security:
1. Data Safety. HelpDesk complies with General Data Protection Regulation and holds Privacy Shield certification, ensuring strict data protection standards.
2. Secure Connection. HelpDesk employs a 256-bit SSL secure connection, which encrypts data transmitted between users and the HelpDesk servers.
3. Build-in Anti-Spam Protection. HelpDesk incorporates anti-spam protection to prevent spam emails from reaching users' accounts, ensuring a cleaner and more secure inbox.
4. Audit Log. The Enterprise solution offers an audit log feature that tracks and logs activities within the system.
5. Security Assistance. HelpDesk offers additional support and guidance to the Enterprise solution in implementing security measures and best practices.
Discover security features
HelpDesk provides a free 14-day trial to assess if our solution is the right fit for you before committing to payment. Following the trial, you can opt for the Team plan priced at $29 per month per agent (billed annually) or ask for the Enterprise solution based on your requirements.
You don't need to install HelpDesk at all, as it's a browser-based solution. The only thing required to use the application is an internet connection. Sign up for a free 14-day trial to test it out!
Yes, we offer a wide range of integrations with popular apps, including LiveChat, ChatBot, HubSpot, GitHub, Salesforce, Clearbit, Jira, and more. You can explore all the available integrations in the HelpDesk Marketplace.
Yes, HelpDesk can automate your ticketing process with automated workflows. It involves the automatic creation of support tickets, assignment to the right agent, prioritization, escalation, communication with customers, and resolution. Automation reduces manual effort, improves response times, and enhances customer satisfaction.
No credit card required Ready-to-run automation Simple setup