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Freshdesk

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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 logo
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84% 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

Spiceworks Help Desk logo
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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 Spiceworks Help Desk has an SWZD ticketing system with new tech stack makes the newest Help Desk Server and Cloud Help Desk application simple, easy-to-use, and faster. Keep up with user requests, track ongoing projects, and get ahead of the next fire drill. Setup is easier than a reboot! After all, no sense wasting a bunch of time learning how to use your help desk software. First ticket management software. Read more
Pricing Options
  • Free Trial Not Available
  • Offers Free-forever plan.
  • Free Trial Not Available
  • Offers Free-forever and Custom plan.
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%

84% 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
    72%
  • Momentum
    63%
  • Popularity
    68%

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
    • Mobile - Android
    • Mobile - iOS
    • SaaS/Web/Cloud
    • Mobile - Android
    • Mobile - iOS
    Modes of Support
    • Business Hours
    • Online
    • Business Hours
    • Online
    API Support
    • Available
    • NA

    Reviews & Ratings

    User Rating
    Not Available
    4.4/5 25 user ratings
    Rating Distribution
    Not Available
    • Excellent

      52%
    • Very Good

      40%
    • Average

      4%
    • Poor

      0%
    • Terrible

      4%
      Read All User Reviews

    AI-Generated from the text of User Reviews

    Pricing

    Pricing Options
    • Free Trial Not Available
    • Offers Free-forever plan.
    • Free Trial Not Available
    • Offers Free-forever and Custom plan.
    Pricing Plans
    Monthly Plans Annual Plans

    EngageBay HelpDesk System Free

    Individual Plan Free

    Team Plan Free

    Enterprise Plan Free

    Custom Plan Custom

     
    View Detailed Pricing
    View Detailed Pricing

    Screenshots & Videos

    Screenshots EngageBay Helpdesk System screenshot
    + 4 More
    + 2 More
    Videos Video Thumbnail Video Thumbnail
    + 1 More

    Vendor information

    Company Details Located in: Wilmington, DE - 19801 Located in: Austin, Texas - 78731 Founded in: 2006
    Contact Details

    +1.(877).509.3570

    https://www.engagebay.com/products/customer-service

    +1 512-346-7743

    https://www.spiceworks.com/free-help-desk-software/

    Social Media Handles

    Not available

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