EngageBay Helpdesk System vs Helprace Comparison

82% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

EngageBay Helpdesk System

Help Desk Software

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86% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Helprace

Help Desk Software

4.4 10 user ratings

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Overview

Description

EngageBay Helpdesk System prioritizes and solves customer support tickets in minutes using a simple help desk software. It answers as many tickets from one interface with no limitations on tickets at all. The system helps to track every customer interaction in one place so that support agents are empowered to give great customer experience. The custom ticket view feature helps agents deliver the best customer support by helping users organize tickets by grouping them into lists that are based on different criteria. Users can create a view for solved tickets, new tickets, and pending tickets. Views help them determine which tickets need attention so that users can plan accordingly. It allows users to view all open, pending, and unresolved tickets easily and get a complete understanding of the support processes and numbers through the powerful tracking system. If users aren’t satisfied with the predefined views, then it lets users create new views based on conditions like type, status, updates or last created. Read more

Helprace is a one stop solution for your organization's helpdesk, feedback community and other customer service needs. Our story goes like this. We've always been a little crazy about customer service and getting businesses to understand their customers better. That's why we came up with Helprace, a cloud-based web app that scales as you grow. Read more

Pricing Options

Free Trial Not Available
Offers Free-forever plan.

Free Trial Available
Starts at $9.0.

SW Score & Breakdown

82% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

97%
Reviews

60%
Momentum

63%
Popularity

63%

86% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

98%
Reviews

80%
Momentum

62%
Popularity

67%

Features

Total Features	16 Features	17 Features
Common Features for All	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Automated Routing It helps in automatically directing queries and data to the appropriate agent. Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Document Storage Helps in storing the documents electronically and in a systematic way Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Known Issue Management Helps to tackle and to manage familiar issues or routine challenges Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions Social Media Integration Enables integrating the software with social media for better reach and coverage Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved + 12 More - Show Less	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Automated Routing It helps in automatically directing queries and data to the appropriate agent. Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Document Storage Helps in storing the documents electronically and in a systematic way Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Known Issue Management Helps to tackle and to manage familiar issues or routine challenges Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions Social Media Integration Enables integrating the software with social media for better reach and coverage Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved + 13 More - Show Less
Unique Features	Multi-language Support Available in multiple languages to support global customers	Multi-language Support Available in multiple languages to support global customers

Technical Details

Organization Types Supported	Large Enterprises Medium Business Small Business	Large Enterprises Medium Business Small Business
Platforms Supported	SaaS/Web/Cloud	SaaS/Web/Cloud
Modes of Support	Business Hours Online	Business Hours Online
API Support	Available	Available

Reviews & Ratings

User Rating	Not Available	4.4/5 10 user ratings
Rating Distribution	Not Available	Excellent 40% Very Good 60% Average 0% Poor 0% Terrible 0%
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AI-Generated from the text of User Reviews

Pricing

Pricing Options	Free Trial Not Available Offers Free-forever plan.	Free Trial Available Starts at $9.0.
Pricing Plans Monthly Plans Annual Plans	EngageBay HelpDesk System Free	Tickets $9.00 $10.00 per month Community $9.00 $10.00 per month Docs $9.00 $10.00 per month Self-Service $18.00 $20.00 per month Helpdesk $18.00 $20.00 per month Complete $27.00 $30.00 per month
	View Detailed Pricing	View Detailed Pricing

Alternatives

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	View All EngageBay Helpdesk System Alternatives	View All Helprace Alternatives