HelpDesk

Did you know that HelpDesk is featured on the Capterra Shortlist, showcasing the highest-rated and most popular software products? 🎉 Check out our users' reviews! https://www.capterra.com/help-desk-software/shortlist/

We know that deciding who will handle an upcoming ticket can take some time. Fortunately, HelpDesk can cover that for you! Automatically distribute tickets to your team by setting up round-robin, random, or specific agent assignments.

Supercharge your day with upgraded auto-assignment 🤖 - HelpDesk Automatically distribute tickets to your team and achieve a balanced workload and quicker response times. Set it up for round-robin, random, or specific agent assignments.⭐ Key benefitsOptimized workload. Prevent overload and keep your team productive.Smarter distribution. Confirm that all tickets...

🚨 Introducing a new feature for HelpDesk Admins - the audit log!

You can now track every change happening in your system. Check out the changes made, their authors, and the exact times.

This detailed log is invaluable for maintaining operational integrity and can be crucial when troubleshooting or reviewing past actions.

Track all actions in HelpDesk - HelpDesk Keep tabs on all system changes with the audit log. It's your go-to for a clear view of everything happening in your HelpDesk 👁️As an admin, you can use the audit log to browse through relevant information, such as:Change area: See where specific changes happened.Author: Find out who exactly ma...

There are plenty of use cases for HelpDesk automated workflows that can assist you in your work! Here are just a few:
✅ Automatically prioritize customers with credit card issues to avoid losing a sale.
✅ Automatically send a feedback request each time you resolve a case.
✅ Automatically assign your VIP customers to their Key Account Managers.

Workflow Software | HelpDesk Boost your bottom line with a flow tool. Refine your customer support and handle cases quickly, accurately, and with ease!

HelpDesk + Jira = 💚

With the HelpDesk and Jira integration, you can automatically populate Jira issue fields with data from HelpDesk tickets or our AI assistant. This makes processing data with these two software tools smooth and efficient!

Jira for HelpDesk Help Desk | HelpDesk Integrations Create and Automate Jira Issues Directly in HelpDesk.

✅ 4000 tickets weekly (!) handled using automation
⏲️ Average First Response Time reduced to just 1 hour
📬 53.9% of tickets created through email

These are the results of one of our great customers – p4p.partners. This interactive gaming company manages 54 teams working on diverse cases. They chose HelpDesk to manage their support with one centralized platform. Their results were impressive!

Read more about the P4P case!

Case study: Manage multiple brands with 56 teams in one system Learn how P4P Partners, a Cyprus-based affiliate marketing company in the gambling industry, fully organized their ticketing process using a single ticketing software.

Helpful site, happy customers.

Seamlessly integrate your Webflow site with HelpDesk’s ticketing system to better manage multiple communication channels and customer relations.

Get the app:
https://wfl.io/4cttFe1

Get all you need to know about customer support in one easy guide! Take this course to learn how to clearly communicate with customers and keep them satisfied. Learn about top-notch customer support processes, improve your soft and hard skills, and discover simple tactics your team can master.

The Essentials of Customer Support | Learning Space by HelpDesk Discover what great customer service is and communication insights. Brought to you by the team behind HelpDesk!

Working in a team? With HelpDesk, you can be sure that you and your colleagues won't be stepping on each other’s toes! The collision detection feature alerts you whenever multiple agents are working on the same ticket.

Collision detection in a ticket | HelpDesk Help Center Learn what collision detection is so your team can work in a sustainable way.

How can AI help you with your daily customer service tasks?

In HelpDesk, AI summarizes the details of your tickets at a glance. You can easily check out the ticket's subject, major issue, and suggested next steps. This clarity empowers well-informed and efficient decision-making!

AI Help Desk Application Tap into AI technology that will assist you in everyday help services conversations. Adjust text tone, expand thoughts, and improve grammar in a snap ⚡

With HelpDesk, you can create a single messaging feed!

All customer queries from your social media, contact forms, emails, and more will land in one place. Make sure you never miss a message from your customers!

IT Ticketing System | Help Desk Software Review HelpDesk's functionalities and see how you could optimize your ticket handling processes with a single tool.

Building your page with Webflow? We’ve got great news for you! With our new HelpDesk and Webflow integration, you can turn forms into tickets, speeding up responses and keeping everything organized for a cleaner, more productive workflow.
https://www.helpdesk.com/integrations/webflow/

Want to gain an extra hour in the day? ☕
Automate your process in HelpDesk with macros to assign cases to a specific agent, send messages or follow-ups, or set priority.

Save hours with just a few clicks! 👉 https://www.helpdesk.com/help/how-to-create-and-apply-macros/

Time is money, so why spend it on manual tasks? Set up condition- and action-based HelpDesk workflows to manage daily communications and optimize your resources! Discover how you can minimize the time spent on tasks that can be automated.

Workflow Software | HelpDesk Boost your bottom line with a flow tool. Refine your customer support and handle cases quickly, accurately, and with ease!

We know that every company uses Salesforce differently. That’s why you can map any HelpDesk value to any Salesforce field – ticket transcripts, ratings, or other custom variables. Adapt the integration to your specific workflow! 👇
https://www.helpdesk.com/marketplace/apps/salesforce-for-helpdesk/

Here’s some inspiration on how to reduce the time spent on tasks that can be automated. Brastel Telecom, a Tokyo-based telecommunications company, adjusted HelpDesk to their needs and set up workflows to proactively communicate with customers. The results?
✅ 39% decrease in ticket resolution time
✅ 2,000 tickets handled monthly using automation
Read what exactly the company did to achieve such results!

Case study: Cut ticket handling time by 35% with automation Learn how Brastel, a telecomm company in Japan, sped up the process of handling customer support tickets by delegating repetitive tasks to automation.

The folks from Valley Driving School know how to run things smoothly! As you can see, they save tons of time thanks to automated workflows. 👇
Read more on how they reduced ticket resolution time:
https://www.helpdesk.com/case-study/valley-driving-school/

Did you know that HelpDesk users have run over 23 million(!) custom automations so far?

With HelpDesk, you can automate any email flow, such as sending follow-ups, setting high priorities for your most valuable clients, or asking for feedback after solving a case.

IT Ticketing System | Help Desk Software Review HelpDesk's functionalities and see how you could optimize your ticket handling processes with a single tool.

How do you talk to a customer to resolve an issue that satisfies both sides? Sometimes, even a small change in language can bring huge results while improving the quality of customer service!

Learn more about simple hacks to boost your customer satisfaction! https://www.helpdesk.com/blog/customer-service-tips/

HelpDesk + Slack = 🥰

Do you use daily? Integrate it with HelpDesk to avoid switching between tools, and manage all your tickets directly within Slack. Learn more about the integration here:

Slack for HelpDesk Live Chat | LiveChat Integrations Connect Slack and HelpDesk to reply to customer queries and stay on top of ticket management.

Looking to kickstart your career in customer service, or perhaps you're already in the field and looking to enhance your skills? Check out our 9-lesson course on the essentials of customer support. You'll learn about work planning, measuring customer satisfaction, dealing with customer complaints, and more!

Jump in, it’s free!

The Essentials of Customer Support | Learning Space by HelpDesk Discover what great customer service is and communication insights. Brought to you by the team behind HelpDesk!

Boosting customer loyalty is tough but crucial for growth! A 5% increase in retention can mean 25% to 95% more profit, according to Harvard Business School. Ready to keep your customers coming back? Check out our top customer retention strategies that really work.

10 Examples of Customer Retention Strategies That Work in 2024 Elevate your brand's customer retention. Discover proven techniques to build lasting customer relationships, boost loyalty, and maximize business growth.

Have you already sped up your ticketing processes with automated workflows? Great, cause we have an update!

Now, you can send messages (also private notes, feedback requests, and follow-ups) with canned responses instead of plain text! With this enhancement, now your automated workflows can:
📬 Automatically send messages with rich text,
📎 Include links,
💻 Attach files,
📷 Share images.

With an impressive 9,961,803 (!) tickets solved annually, our HelpDesk team is committed to adding new features to help you automate your daily work. For example, they created automated workflows that triggered 10,632,737 actions in the last year alone, saving you hundreds of hours of clicking and typing! 💡

Keep up to date with what’s new in HelpDesk! 👉 https://news.helpdesk.com/en

A new communication channel unlocked!

Install a free widget from OpenWidget on your website, integrate it with your HelpDesk, and let your website visitors effortlessly connect with your team, send feedback, or report bugs.

OpenWidget streamlines this process, offering customization options and a breeze to use! Learn more: https://ow.ly/C9Si50QeipH

Automate another piece of your workflow! 📣

You don’t have to read the whole conversation to get the context of the ticket details. Use the ticket summary, an AI-powered feature that will collect information from the conversation and provide a short recap.

https://www.helpdesk.com/help/ticket-summary/

💡Canned responses are pre-populated messages for frequently asked questions. Once you set them up, you don’t have to keep writing the same messages over and over again.

Now, you can enhance your canned responses with text formatting, links, code snippets, and images. Create new canned responses or update recent ones to make them even more helpful! 👉 https://news.helpdesk.com/en/text-formatting-options-in-canned-responses

Everything you need to know about team collaboration explained in one guide! 🤓

Weronika takes you through each step of building an effective team collaboration process, including:
✅ strategies and practices to cultivate a culture of collaboration,
✅ software toolkit,
✅ and the benefits your team will experience by working together harmoniously.

Start building today!

Team Collaboration: Unleashing Synergy in the Work Jungle Unlock the transformative power of collaboration in the modern work landscape. Discover the secrets to success and empower teams to thrive. Let's achieve greatness together!

Exciting news!

Our Marketplace is now live and kicking! You'll find apps that will complement your HelpDesk. Enrich your customer data with Clearbit, connect your ticketing system with Jira, and more!

Explore the apps: https://www.helpdesk.com/marketplace/