HESK Reviews

Our school system uses another software "solution" for the maintenence help desk, but for my needs in the IT department, their software is just too confusing and is overkill for my needs; I just need to keep a list of who needs me for what, add notes about the progress of their work ticket, and then be able to search for name, device, school, etc to find the ticket in the future should I need to refer to it. Hesk checks all of these boxes at a price that other vendors simply do not come close to.

Setup is a breeze...you can add custom categories, responses, edit the email templates, etc. Users are easily added for both the support end, and if needed, you can add users for the "customer" end of things as well. For a system that I depend upon and use every work day, I couldn't hope to find a better one at any price.

The only downside of Hesk from my point of view, is that customizing the differnet pages on the support site can be a bit challanging. But, I'm not a business and don't need "custom branding" or logos or things like that...I only need a place a teacher can quickly and easily post their needs. For me I wouldn't even list this "shortcoming" as a dislike really.

HESK excels across various key aspects, making it a standout choice for businesses. Its intuitive interface ensures ease of use, enabling teams to adapt quickly. Implementation is a breeze, thanks to straightforward setup processes. The platform's customer support is exemplary, providing timely assistance when needed. With a user-friendly design, HESK promotes frequent use, ensuring consistent engagement. Boasting a rich array of features, it caters to diverse needs without overwhelming users. Furthermore, its ease of integration with other tools enhances overall workflow efficiency, making HESK a comprehensive and user-friendly solution for customer support needs.

HESK shows promise, but improvement is needed in certain areas. The platform could benefit from a more intuitive interface to enhance ease of use, reducing the learning curve for new users. Addressing customer support response times in terms of AI & ML experiences would contribute to an efficient user experience. Enhancements to features and their accessibility could cater to a wider range of user needs. Improving integration capabilities would foster a more seamless collaboration with other tools. Focusing on these areas of refinement would elevate HESK's overall performance and user satisfaction.

HESK resolves challenges in education by providing an efficient ticketing system for issue resolution, organized communication, a user-friendly interface, resource optimization, enhanced reporting, and adaptability to unique institutional needs. These streamlines support services, improving overall efficiency in educational institutions.

Hesk has an amazing equilibration between receiving support requests via the built-in forms systems or via an IMAP connection with the emails server and with the knowledge base features which look like to some professional non open source ticketing softwares like the Atlassian's Jira and FreshDesk.

The administration's UI specifically for editing, updating, adding and changing knowledge base articles are a little bit of old school design and it can be confusing in the beginning. Also, it's not very easy to implement another design if you don't know some coding. Otherwise, you can find paid themes online for the Hesk.

If you are planing to use Hesk on a medium size company or bigger, please consider the premium Hesk advanced license

Hesk really helps to respond to our support demands from clients and partners. There are some use cases where we are using Hesk only as a knowledge base and we use Hubspot support system as our ticketing system since the knowledge base isn't available on the starter plans of Hubspot for instance.

Full disclosure: I'm comfortable hacking around with PHP and poking at a server so I may be a bit biased, but I have used this software since 1.x and I still install it for small businesses. It's free (after initial donation) , endlessly customizable, and just plain works. You can tailor it for so many industries, situations, and specs, without having to dream up bizarre workarounds like you do with most SAAS offerings. Even if you can't modify the code, it has a ton of built-in options out of the box... and that's how I use it for my own business.

It would be nice to have an SMS integration and a more intuitive archive system, but there's not much I dislike.

My largest client has used it for more than 10 years to handle pre- and post-purchase support for very complex and under-documented products across a staff of 5 agents. We have integrated it with our order management and shipping systems to automate failed payments and changes to shipping charges. I'm sure we have at least 100,000 tickets in the database.

The new version 3 Hesk has an amazing interface both on the front and back ends. Simple yet intuitive controls, decent amount of features and the ability to use either/or both the help desk or knowledgebase features. I love that you can run this on any local or web based server and completely customize this to your needs.

I do not like that you have to purchase and use their cloud driven option vs paying additional fees just to get the in-depth analytics on the backend to better view your techs and ticketing responses and so on.

If you are working with little to no budget and have the knowledge and capability of running your own simple apache based webserver this is the solution for you!

My job did not have any sort of help desk/ticketing solutions for their IT department prior to my arrival. I am still awaiting the final approval to implement this solution in my organization but from my presentations both admin and my manager are significantly impressed.

It's incredibly easy to create support articles and manage support tickets, very user friendly for any outsiders and requires very minimal agent training as it's very simple to learn and manage!

There isn't much I don't like honestly, personally, I think the management panel could do with some UI improvements just for aesthetic purposes, however it's very easy to use regardless.

I advice to use Hesk, it's a great solution for anyone seeking a Customer Support or User Support platform and gets the job done fast and well! It's easy to learn and takes minimal training for other support responders and overall easy to setup and understand,

I'm using it to manage my Custom Support needs for my Website. It's used to make ease of users reporting bugs in my Software and just overall seeking help.