Tele-Support HelpDesk for Windows

User Reviews

• Powerful help desk software, great support!

  GValmontFebruary 8, 2007

  Pros

  I downloaded the trial version of Tele-Support HelpDesk as part of my company's efforts to modernize our technical support process. We had the program installed and running within a half-hour of completing the download. We use ACT 2007, and this program integrated perfectly and even wrote back support issue details to ACT. Their e-mail integration even kept track of incoming and outgoing e-mails related to our support issues. There is also a "known issues" feature that allows us to keep track of our bugs and enhancement requests from our customers. Our support staff loves it! The technical support (which we primarily contacted for questions about how to use certain features to fit our organization) for this product was great and the response time and helpfulness of the responses was much better than almost any product I've used in a very long time. Highly recommended! A+++

  Cons

  The only thing that gave me some trouble was with the e-mail handling program, but I contacted technical support and they had the problem fixed and a new version of the program out to me within two hours.

  Summary

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• Very professional, powerful, intuitive, and easy to implement.

  Miriam YedvabJanuary 11, 2007

  Pros

  Though not inexpensive, this is a very powerfull and complete help desk and customer service program which has become a critical component in our CRM/Support efforts. It has many features, which if not needed, can be turned off individually. The linking of inbound/outbound email is powerful and helpful. Also, being able to use the knowledgebase internally or make it available for customers is very helpful to us. The package is flexible enough to adapt to most situations that we may want to implement. We tried the trial, used it for 30 days, then purchased, all without missing a beat. We use it over our LAN and have a few remote users accessing it over the Internet.

  Cons

  Some of the more powerful options require a bit of planning and configuration but overall installation not too bad. Being a network product, we needed to call tech support a few times. After initial 2 user purchase, price per seat at around $325.00 not too bad.

  Summary

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