Tele-Support HelpDesk Software


 

Tele-Support HelpDesk is an on-premise help desk management system that offers inquiry tracking, call forwarding, escalation management and task management tools within a suite.

Tele-Support HelpDesk features a dashboard that allows users to access inquiry statistics, progress reports, new inquiries, knowledge base items and reminders from a single page. The software also features interaction tracking, which enables users to view all their open and closed inquiries on one screen.

Tele-Support HelpDesk offers a links database, which links each inquiry to users' details so that agents are able to use that information while working to resolve issues. Help desk agents can also look into the known-issue database using keyword queries and find solutions to common problems. Users can also manage inbound and outbound email communications. Outbound emails can be sent from a global support email address.

Tele-Support HelpDesk is available with perpetual licensing, and support is subscription-based.

 

Tele-Support HelpDesk - Current inquiries
 
  • Tele-Support HelpDesk - Current inquiries
    Current inquiries
  • Tele-Support HelpDesk - Email inbox
    Email inbox
  • Tele-Support HelpDesk - Inquiry record
    Inquiry record
  • Tele-Support HelpDesk - Intake form
    Intake form
  • Tele-Support HelpDesk - Known issue management
    Known issue management
  • Tele-Support HelpDesk - Reports
    Reports
Supported Operating System(s):
Windows 7, Windows 8, Windows 10

20 Reviews of Tele-Support HelpDesk

Showing 1-20 of 20

 

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Jim from Leviton

May 2017

May 2017

Over all Helpdesk has done the job it says it'll do.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The overall integration abilities such as with email and hot tips. Customer service is great, I can typically get a response within 24 hours and usually the same day.

Cons

With each upgrade of the software it's an IT nightmare to perform the upgrade and keep users working because every client has to be manually upgraded as well.

Source: Capterra
 

Service from FuTec Systems BV

March 2017

March 2017

Excellent product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Thanks to Tele-Support HelpDesk by Resource Dynamics we are able to keep our service level to a degree which is required for our customers. It gives us great pleasure to work with.

Source: Capterra
 

Ronald from VerCom Systems Inc.

February 2017

February 2017

WOW What amazing support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I had an issue with an out of date version, and no longer have support.

Not Only did I receive assistance in helping me resolve the issue, I also received some assistance for improving the way we used Tele-Support.

For the longest time we struggled with having techs add a ticket number to tickets, (they often forgot). during conversation we were given instructions on how to resolve that issue, it was an oversite on our end and can easily be automatically filled in by Tele-support directly.

Second issue we struggled with was being able to preform key word search against Problem notes and Resolution notes. Again, it was just our lack of understanding. We were give a little hand holding and we now see that it was there all along.

What can I say, this team is amazing, all this help for someone who was not even under maintenance. What a gift it was!!!!!

~ron

Pros

Software is a Gem for tracking client tickets

Advice to Others

Support is top notch

Source: Capterra
 

Ofir from 1st Choice IT, Inc

February 2017

February 2017

ACT and Telesupport

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
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Quality
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Value
Support

We have been using Tele-Support for quite some time now and it integrates well with our Sage ACT!. I would love it if it could automatically push the notes into ACT.

Pros

Integration to ACT

Cons

Charge for updates

Source: Capterra
 

Amie from Isensix, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2017

February 2017

Excellent Application

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We use this application for a Support Call Center and it works great! We're able to track open/closed tickets with ease. Field customization really helped this application integrate with our existing processes. The bug tracking feature is a great way for us to link specific tickets to open software issues. There are only 2 features we wish it had: 1) the ability to open multiple tickets at once. This would be a nice addition for our constantly multi-tasking staff. 2) the ability to merge/link tickets together.
Their support and sales staff are very easy to work with and are always helpful when we have questions!

Pros

The ticket itself. Works well for our team to review open issues.

Cons

Not able to have multiple tickets open at one time. Would be a nice feature to help us multi-task better.

Source: Capterra
 

Kathleen from Sierra Workforce Solutions

January 2017

January 2017

Good System for Basic Help Desk Needs

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We have several team members using the software daily. Software has good functionality. We use the ACT! software integration.

Pros

Ease of use.

Cons

Outdated appearance could use a refresh.

Source: Capterra
 

Bryce from DataMaster

December 2016

December 2016

Good, Basic Bug-Tracking Software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Our company has been using Tele-Support HelpDesk for several years and it's been a good solid product along the way. Great ability to customize and an overall well-rounded product.

Pros

Small company. Customizable software.

Cons

Doesn't interface with larger companies/software products; e.g., Salesforce, Microsoft TFS.

Source: Capterra
 

Patricia from TallShips Solutions
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2016

December 2016

HelpDesk Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I am the administrator At TallShips Solutions in Australia. Our employees often work from home these days. They enter all their details into Helpdesk, allowing me to access their information easily and efficiently for billing.

Pros

Easy to use

Source: Capterra
 

Michael from Rose

December 2016

December 2016

Tele-Support HelpDesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

The Product has been a staple in our department however due to not being able to migrate old data into latest version of software we have concerns of contiuing the relationship.

Pros

Ease of use

Cons

importing cuatomer data from older version of software

Source: Capterra
 

Don from Integrity Solutions Group

December 2016

December 2016

Happy With The Product!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We have been using helpdesk for 10 years now. It has given us everything we need. I find the reports we can pull are very informative.

Source: Capterra
 

Mike from HMI
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2016

December 2016

Help Desk Customer Service Software Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Support

Very useful for data collection and analysis. The used interface is highly intuitive and free-flowing. Excellent tool for customer service management.

Source: Capterra
 

Scott from ConEst Software Systems

December 2016

December 2016

Great Product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We used Tele-support for years as it linked to our CRM product Seamlessly. Giving everyone in the company access to important information. The reporting and data were very beneficial in making decisions in product features and our overall customer support experience. It was easy to set up and maintain and configure the product the way we wanted to use it. Great Help Desk Product!

Source: Capterra
 

Adele from Netvision 360 Security Group
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2016

December 2016

Easy, information help desk software with Act! Integration

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

For the price, this is a very good product either as a stand-alone, or with it's Act! integration. Our company uses it with Act!, which enables non help-desk users to still keep up with customer issues. The viewer is also a very good tool for users who need information on help support tickets. The system is flexible to meet user specific needs. Reporting functions are good, and new reports can be created as needed.

Pros

Fairly easy implementation. Easy to configure to customer specific needs.

Cons

Technical Support - we had issue with installation and some functions of operation during our trial. Had we not had free support during our trial, we would not be as happy with the product. Better tech support should be offered at no cost for a period of time after purchase (90 days at least)

Source: Capterra
 

Per from Fructus Data AB
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2016

October 2016

Tracking customizations

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Tele-Support HelpDesk helps me track software customizations I make for our customers. There´s a lot of e-mail correspondence going on at every inquiry (over years) and with Tele-Support HelpDesk I can keep track of everything. It has helped me in cases when unsatisfied customers complain over something, then I can easily go back in the history and see what´s been agreed earlier so wew can sort things out.

Pros

The tracking of all e-mails.

Cons

The e-mail client can be improved.

Source: Capterra
 

Geremy from Telemed

September 2016

September 2016

Feature-Filled Help Desk Software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We have been using the Tele-Support Helpdesk software for years now and it is a great well rounded software that has a lot of features, but is still great at it's main purpose, which is to create and store Support Tickets. There are also lots of customization options so it can be tailored to your specific needs. In addition, a lot of information can be accessed within each support ticket so you don't have to go searching everywhere. Configuring the program may not be the easiest, but it's in no way the hardest to learn, plus their customer support can help you along the way. The reporting software is also decent, but since we have the SQL module, we can create our own customized reports ourselves as well. Overall, I recommend you give this software a try if you need a robust, feature-filled Help Desk solution.

Pros

Ability to Create RMA/Bug Tickets
Ability to Customize the Support Tickets with Customized Fields and Tabs
Good Customer Service
Able to Export Reports to PDF
Ability to add Customized Knowledge Base
E-mail Notifications

Cons

Reporting Function could have more Features/Advanced Customization
A little difficult to learn how to customize at first, but if you need any help, their Customer Service is good.

Source: Capterra
 

Rick from WARDJet
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2016

September 2016

Satisfied User

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

This is the second software I have used in tech support. This is easy to monitor outstanding support issues in an ongoing manor.

Pros

Simple to use and to train new users.

Cons

Dated interface.

Source: Capterra
 

Felipe from Compuweigh
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2016

September 2016

"Help" is exactly what it does!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

The reporting features provide excellent overviews with minimal effort, and looking up RMA/Inquiries is a breeze. This software simply makes my job easier, what more could I ask for?

Pros

Secure, fast, and simple. It's packed with features but you aren't drowned in a UI that you can't manage and navigate. Very easy to learn how to use.

Cons

There aren't really any issues that I would consider a "con", at least that I've personally ran across quite yet.

Source: Capterra
 

Larry from Archer Technology Group
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2016

September 2016

Does what is says, perfect for our requirements

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We use the software for all our help desk, and projects. The features I love the most are the ability to keep help desk events open and available to work on. This allows us to aggregate the entire time spend on a help desk event instead of having multiple entries like we used to have. Category, products, contact and time editing is far better than what we had and having HD calculate the 6 min increments is such a bonus

Pros

Ease of use, speed, simplicity

Cons

looks a bit dated and could do with more contact fields

Advice to Others

Do not dismiss this software because it's not browser/cloud based. It's very strong, robust and is the only product of it's type that does this sort of database/client help desk management.

Source: Capterra
 

Sharon from GR Consulting

April 2016

April 2016

Customer service was friendly and prompt response to my questions and resolution to my problem.

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Resource Dynamics provides free support during the trial period and would recommend to anyone to take advantage of the FREE install and configuration service they offer. The configuration is a bit tricky but they had me installed and configured in less than 30 mins. Instead of spending hours or days reading through the admin guide, I was up and running and creating my own inquiries with Act! the same day. Love this product can't image anyone that uses Act! that would not need/want this Support Solution

Source: Capterra
 

Jason from Accelerated Wealth

December 2015

December 2015

Help Desk and my business

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

I have used Resource Dynamics' Help Desk for over 8 years in my marketing business. It is essential that I have great support and functionality. RD fills the bill on these and more. The customer support is very powerful and they actually LISTEN to what my problem is and find a way to navigate around and put a solution in place. Ronda is amazing and never makes us feel like its out fault! I also use GoGlobal and find it a powerful solution for connection and an easy to use platform. It is very forgiving!

The TeleSupport HelpDesk is the best I've seen and over the years has proven to be a fundamental part of our business and our customer relations. I highly recommend Resource Dynamics and TeleSupport Help Desk along with Go Global.

Source: Capterra