EngageBay Helpdesk System vs Keeping 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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89% 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

Keeping

Help Desk Software

4.6 49 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	Gmail's innovative Keeping feature is revolutionizing the way businesses manage customer support directly from their inbox. By integrating ticket creation and assignment capabilities into Gmail, teams can now track response times and glean valuable insights to enhance their operations efficiently. Keeping allows for the automatic categorization of support requests—enabling tickets to be assigned, prioritized, and tagged based on specific content triggers. Furthermore, integration with e-commerce platforms such as Shopify means that customer order information is accessible in real time, directly within Gmail, providing a holistic view of customer interactions. This seamless connection empowers support teams to deliver personalized service without switching between applications. By streamlining customer support workflows, Keeping frees up valuable time, allowing businesses to focus on critical tasks and ensure their team is positioned to offer exceptional customer service. Read more
Pricing Options	Free Trial Not Available Offers Free-forever plan.	Free Trial Available Starts at $10.00.
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 60% Popularity 63%	89% 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 94% Reviews 75% Momentum 64% Popularity 79%
SaaSworthy Awards	Not Available	# 18 Fastest Growing

Features

Total Features	16 Features	14 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. 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. 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 + 11 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	4.6/5 49 user ratings
Rating Distribution	Not Available	Excellent 65.3% Very Good 32.7% Average 2% Poor 0% Terrible 0%
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Pricing

Pricing Options	Free Trial Not Available Offers Free-forever plan.	Free Trial Available Starts at $10.00.
Pricing Plans Monthly Plans Annual Plans	EngageBay HelpDesk System Free	Team $10.00 $12.00 per user / month Organization $17.00 $20.00 per user / month
	View Detailed Pricing	View Detailed Pricing

Alternatives

	HelpDesk 4.4 50 ratings EngageBay Helpdesk System Vs HelpDesk ReadyDesk 2.7 3 ratings EngageBay Helpdesk System Vs ReadyDesk BoldDesk 4.7 43 ratings Sitehelpdesk 4 1 ratings EngageBay Helpdesk System Vs Sitehelpdesk osTicket 4.9 14 ratings EngageBay Helpdesk System Vs osTicket	HelpDesk 4.4 50 ratings Keeping Vs HelpDesk BoldDesk 4.7 43 ratings Raiseaticket 4.8 9 ratings Keeping Vs Raiseaticket Teamwork Desk 4.4 14 ratings Keeping Vs Teamwork Desk HelpdeskEddy 4.8 4 ratings Keeping Vs HelpdeskEddy
	View All EngageBay Helpdesk System Alternatives	View All Keeping Alternatives