What help-desk system are you using?

Question

Helpdesk

Colleagues, help collect statistics: what help-desk system is used in your company to support users?
Why was this particular system chosen?
What is missing the most in it? What do you really like?

Answer 1

We use our own service :) Better describe the tasks you want to solve. So advice and opinions will be more relevant.

Answer 2

We use FreshDesk .
- convenient and beautiful interface
- free for up to 3 agents
- there is an acceptance of applications by mail
- there is an acceptance of applications through the form on the site
- there is a personal account of the client
- there is a knowledge base for clients and supporters
- when creating an application, a search is made for previous applications and knowledge base articles . There is a possibility that at the stage of drawing up the application, the client will already find the answer
. What is missing is that if there are more than 3 agents, then it is still too expensive for us. But in principle it is possible to use under one agent... Depending on the size of the company, I guess.