Help Desk Platforms Comparison 2018

Help Desk Platforms Comparison 2018 allows to investigate functionality of several popular platforms.

Transcript

1. HELP DESK H E L P D E S K C O M P A R I S O N 2 0 1 8 PLATFORMS H e l p D e s k M i g r a t i o n w w w . h e l p - d e s k - m i g r a t i o n . c o m Zendesk, Freshdesk, Kayako, Help Scout, Samanage, Jira Service Desk
2. Customizable and automated ticket management Multiple support streams, such as, email, web, phone, chat, social media Unlimited, free “light agents” (Enterprise plan only) Screencasting Ticket views in CVS Features Rich reporting and comprehensive analytics Reports Group rules and macros Triggers Automatization Yes Custom Fields Self-service portal with knowledge base and community forums Public and private forums Knowledge base / Community w w w . h e l p - d e s k - m i g r a t i o n . c o m Z e n d e s k R e v i e w 2 0 1 8
3. Multibrand support with linked accounts Multiple languages and time zones Multilanguage / Multibrand White label web interface for your branding Full CSS rebranding Comprehensive Branding Yes Marketplace Built-in with Salesforce, SugarCRM More than 100 out-of-the-box integrations with third-party apps Integrations Mobile apps for iOS and Android devices Smartphone Apps Customizable via open API to match your business workflows REST API API $5 per agent per month Plans starting from w w w . h e l p - d e s k - m i g r a t i o n . c o m Z e n d e s k R e v i e w 2 0 1 8
4. Satisfaction Surveys Multiple Service Level Agreement policies Multi-channel support, including Facebook & Twitter Leaderboard & gamification Email to Ticket Conversion Features Ticket lifecycle Weekly or daily workload Custom insights Reports Automatic ticket assignment Automatic follow-ups Rules Automatization Yes Custom Fields Self Service Portal Knowledge Base Community Portal with Idea Management & Voting Knowledge base / Community w w w . h e l p - d e s k - m i g r a t i o n . c o m F r e s h d e s k R e v i e w 2 0 1 8
5. No Multilanguage / Multibrand Public customer portal customization Full CSS customization Complete layout customization Customizable agent roles Access to FreshThemes gallery Comprehensive Branding Yes Marketplace Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM Integrations Mobile apps for iOS and Android devices Smartphone Apps REST API API FREE unlimited agents Plans starting from w w w . h e l p - d e s k - m i g r a t i o n . c o m F r e s h d e s k R e v i e w 2 0 1 8
6. Ticketing support with email integration Track visitors in real time Track and record phone calls Robust customer and organization profiles for CRM Ticket reply and resolution deadline management Set business hours for measurable performance assessment Features 100-plus out-of-the-box help desk reports Custom reports via Kayako Query Language Scheduled reports are automatically sent to your mailbox Reports Comprehensive ticket work flows, rules and automations Automatic escalation guideline to avoid unaddressed customer concerns Automatization Yes Custom Fields Fully featured self-service portal Live chat in your website and customer self- service portal Knowledge base / Community w w w . h e l p - d e s k - m i g r a t i o n . c o m K a y a k o R e v i e w 2 0 1 8
7. No Multilanguage / Multibrand White label help desk look Customize tickets, chats, and customer service portal Comprehensive Branding No Marketplace Yes, via Zapier. E.x. Salesforce Integrations iOS, Android, Windows and Blackberry mobile apps Mobile live chat with the Jabber gateway Smartphone Apps REST API API $0 per agent per month Plans starting from w w w . h e l p - d e s k - m i g r a t i o n . c o m K a y a k o R e v i e w 2 0 1 8
8. Easy to use, interface similar to standard email client Lets you provide individual email support for that personal touch Over 75 keyboard shortcuts for faster resolution workflow Bulk actions help to cut down on admin tasks Features Busiest Time of Day Filter by Office Hours First Response Time Time-based Drill Downs User Reporting Personal Assessment Reports Automatic Actions Bulk Replies Workflows Automatization Yes Custom Fields w w w . h e l p - d e s k - m i g r a t i o n . c o m H e l p S c o u t R e v i e w 2 0 1 8
9. No Multilanguage / Multibrand No Comprehensive Branding No Marketplace Greatly extends functionality via integration with 40+ apps Integrations Mobile apps for iOS and Android devices Smartphone Apps REST API API $8 per user per month Plans starting from Docs Knowledge base / Community w w w . h e l p - d e s k - m i g r a t i o n . c o m H e l p S c o u t R e v i e w 2 0 1 8
10. Incident Management Problem Management Change Management Release Management Service Catalog Service Portal IT Asset Management CMDB Service Level Management Contract and Purchase Order Managemen Features Enhance your service desk and asset management solution by integrating with over 200 cloud applications. Reports Providing a powerful, yet easy way to trigger actions based on the conditions of a new incident and/or service request. Automatization Yes Custom Fields Self-service portal Knowledge base Knowledge base / Community w w w . h e l p - d e s k - m i g r a t i o n . c o m S a m a n a g e R e v i e w 2 0 1 8
11. Supports 40 languages and the ability to customize the solutions by site Multilanguage / Multibrand No Comprehensive Branding No Marketplace Enhance your service desk and asset management solution by integrating with over 200 cloud applications. Integrations Mobile apps for iOS and Android devices Smartphone Apps REST API API $19 per agent per month Plans starting from Self-service portal Knowledge base Knowledge base / Community w w w . h e l p - d e s k - m i g r a t i o n . c o m S a m a n a g e R e v i e w 2 0 1 8
12. Clear and Intuitive Customer Portal Customizable Live Queues Powerful SLAs Jira Workflow Engine Features Yes Reports “Transition on Comment”, “Re-Open on customer comment”, “Be aware of urgent issues”, “Keep on Top of SLAs” and “Set customer expectations”. Then if needed, custom rules can be created using triggers, conditions and actions, even sending events to third-party applications with webhooks. Automatization Yes Custom Fields Confluence Knowledge base / Community w w w . h e l p - d e s k - m i g r a t i o n . c o m J i r a S e r v i c e D e s k R e v i e w 2 0 1 8
13. Yes Multilanguage / Multibrand A branded customer portal, all through a point-and-click interface and no code. Comprehensive Branding Yes Marketplace 350 compatible apps Integrations Mobile apps for iOS and Android devices Smartphone Apps REST API API $10 monthly flat fee - Up to 3 agents Plans starting from Self-service portal Knowledge base Knowledge base / Community w w w . h e l p - d e s k - m i g r a t i o n . c o m J i r a S e r v i c e D e s k R e v i e w 2 0 1 8
14. M I G R A T E Y O U R D A T A E A S I L Y W I T H H E L P D E S K M I G R A T I O N S E R V I C E Did you choose the new help desk platform for your business? Custom Fields Mapping. Free Demo Migration. High Migration Speed https://help-desk-migration.com H e l p D e s k C o m p a r i s o n 2 0 1 8