AzureDesk software


34 reviews(4.5/5)
34 reviews(4.5/5)

AzureDesk is a cloud-based help desk and ticketing management solution for businesses of all sizes. Primary features include ticket management, email-to-ticket conversion, a customer-support center, team collaboration, knowledge base management and reporting.

AzureDesk helps users manage customer service operations such as ticket assignment, private notes and inline image addition to tickets. Other features include data reporting, customer self-service and email integrations.

The ticket management module tags tickets according to their importance and automatically assigns them to agents. The reporting module lets users run reports for a specified time frame and displays them in a dashboard. AzureDesk offers integration with Slack, Olark, ChargeDesk, JIRA, Asana, Chalio, smooch.io and Freshbooks.

Monthly and annual subscription pricing is available. Support is offered via phone, email and through online help pages. Pricing is per user per month.

Supported Operating System(s):
Web browser (OS agnostic)

34 Reviews of AzureDesk

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  • Paul from A1QA

    Number of employees: 501-1,000 employees

    June 2018

    Decent support tool for large companies

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money
    Pros

    Azure Desk works pretty well for Users support. It offers live chats, tickets monitoring and auto-replies. The best part of the solution is how it is automated with JIRA and Slack, which saves you some time.

    Cons

    I think reporting module should be looked into. Besides, I wish export features were more consistent. Other than that the application is OK.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Linda from PSCU

    Specialty: Banking

    Number of employees: 501-1,000 employees

    March 2018

    Azure eDesk Usability

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    Overall I like this software and find it user friendly. It's easy to learn and straightforward to operate.

    Pros

    I like that the eDesk interface is simple to use, with limited navigation options. This makes it easy for non expert employees to utilize the tools available to them, without getting lost in the software.

    Cons

    The reporting functionality is rather limited. For member facing staff they have the ability to about 3 weeks worth of information, but cannot go back farther, which can cause a bottleneck in workflow.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Yvan from Triotech

    Number of employees: 201-500 employees

    February 2018

    Good intuitive ticket tools.

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

    Easy to use, good customer support. If all you want is out of the box ticketing tool then this could be a tool for you.

    Cons

    Not enough customizing possibilities for fields, form etc.. Lack of report and dashboard editing. Basic ticket tool.

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • Stefan from IRSA Video

    Number of employees: 11-50 employees

    February 2018

    Cheap, and functional. Works well.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Functional Help Desk with JIRA integration at a great price point

    Pros

    Price point is really good. The customer support is always very responsive to me. Feature set is pretty basic, but it gets the job done. JIRA integration is a plus.

    Cons

    Seems to have some odd quirks and bugs. I've been working through these with support, so it isn't as bad as it sounds. And none of the bugs so far have been product breaking.

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • TJ from AshLane Consulting

    Number of employees: 1 employee

    December 2017

    A good value for the cost

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    An economical way to stay on track and organize all work activity

    Pros

    It is very easy to use and helps me keep all my projects organized for multiple clients at once. It is an important tool.

    Cons

    There is sometimes lag time or slowness. The ticket filter options could be more robust and we don’t currently have the ability to customize Views to include the custom fields we can track data in.

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • Himanshu from Cutting Edge Application Development Pvt. Ltd.

    Number of employees: 11-50 employees

    August 2017

    It has been a great experience so far. The support team and overall functionality is amazing.

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

    1. Ease of use.
    2. At less amount of money you get to deal with a lot of functions.
    3. Support team is at your service 24x7.
    4. Great knowledgebase and easy to working on detailing.

    Cons

    1. The user interface / experience can be worked upon.
    2. Submit query page can be improvised from the user-experience pov.

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • Chris from Dennis Dillon Auto Group

    Number of employees: 201-500 employees

    August 2017

    Awesome

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Organization and transparency of issues.

    Pros

    This is easy to deploy and easy to use! Tech support is chat available to take care of any questions regarding the product.

    This reviewer was invited by the software vendor to submit an honest review.
    Review Source: Capterra
  • Nick from Embodied Wisdom Publishing

    Number of employees: 2-10 employees

    August 2017

    It's a great step up from email support

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Streamlined process improvement, better tracking and easy audit trail.

    Pros

    The support has been outstanding. Very open to suggestions for improvements, enhancements and changes. The interface is clean and mostly intuitive.

    Cons

    Like most software there is more under the hood than is first obvious. Understanding how to get the most out of it is worth investing the time. Once committed to there were some delightful benefits such as the showing the support centre as if it was the FAQ page for our website. This means we can keep it current and relevant right from within Azuredesk. That brings time leverage to our doorstep.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Ian from Andium Homes

    Number of employees: 51-200 employees

    July 2017

    A smart, simple and cost effective solution for SME trying to manage service desk calls

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

    A smart, simple and cost effective solution for SME trying to manage service desk calls. It was quick and easy to setup, its simple to use and navigate and I would highly recommend to others.

    Cons

    The only issue at present is the time it takes to draw down information for reports from the dashboard.

    Review Source: Capterra
  • Steve from Andium Homes

    Number of employees: 51-200 employees

    July 2017

    An easy intuitive product to use and was implemented within the same day.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Consolidated support calls and management information

    Pros

    Clean and uncluttered application, great value for money and the support is great, with no delay in responding to calls. Being able to assign calls to external organisations is also a big benefit to us.

    Cons

    There is some functionality that could be improved upon such as filtering against a number of the picklists, integrating with Social Media, retaining your preferred views etc, but they do appear to recognise change and will consider anything on their roadmap.

    Review Source: Capterra
  • Diego from canarias.com

    July 2017

    AzureDesk is a software that highlights by its simplicity of use.

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

    AzureDesk is a software that highlights by its simplicity of use.
    After you register, you can start using the product with all its features for only a small fee per agent at month.
    The support team is really helpful, they answer in just a few minutes, and they will give you a free Skype meeting to show you all the features deeply if you need it.
    They have also Support for HTML signatures! A very interesting feature that no others helpdesk software have out there.
    We are really happy with this product after several months of use, it has helped us to organize our support requests and give more control over thems.
    Very recommended for anyone needing a Customer Service and Helpdesk Ticket Software.

    Cons

    Nothing, I like all features of this product including: simplicity of use, small fee per agent at month.

    Review Source: Capterra
  • Carmel from Government Council

    Number of employees: 501-1,000 employees

    July 2017

    used as a ticketing desk

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

    Does what it says. It is simple and easy to use. Layout of the screen is nice and clean. all in all good system.

    Cons

    I would like a date required feature to be added. To help with prioritising. High, low and normal isnt sufficient for my needs . Wish it would remember login details. its annoying to have to retype everytime. It would be great if you could categorise solved tickets into groups. Tickets are slow to update.

    Review Source: Capterra
  • Rod from Biometrics4ALL

    Number of employees: 11-50 employees

    July 2017

    Excellent customer service that's eager to help

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Provides a cloud-based incident management system.

    Pros

    I like the value for the money. It's a great value. I also like the customer service. They're very responsive, friendly, and eager to provide a quality product.

    Cons

    It's lack of custom fields and ability to modify the contact information directly from within a ticket.

    Review Source: Capterra
  • Shaun from VPN Solutions

    July 2017

    Experience with the product has been great!

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

    Ease of use is great. Customer Service is excellent. AzureDesk was able to import items from our previous system to expedite set up. The cost is a fraction of previous CSR software.

    Cons

    Thus far we have not hit any cons or issues to report on. Any items we didn't understand were addressed by Customer Service.

    Review Source: Capterra
  • Campbell from ABM Systems

    Number of employees: 11-50 employees

    April 2017

    Simple to Deploy, Run and Manage

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Azuredesk is allowing us to manage support tickets in an ISO270001 approved fashion, while retaining our SLAs. The great hookup to our email system allows our off-site consultants to chip in on more difficult cases, and can escalate critical issues through our business efficiently.

    Pros

    Azuredesk is allowing us to manage support tickets in an ISO270001 approved fashion, while retaining our SLAs. The great hookup to our email system allows our off-site consultants to chip in on more difficult cases, and we can escalate critical issues through our business efficiently. Great support from the team that developed this product.

    Cons

    Software is limited to basic service desk requirements. This is a streamlined product that does what it says on the tin.

    Review Source: Capterra
  • Julio from HOS

    Number of employees: 51-200 employees

    April 2017

    Low price and excellent support.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    At these points I have not found any other solution that can overcome Azuredesk. In addition to the best cost benefit of the market, the level of support is excellent. They are fast and extraordinarily available. This still needs to add some integration features to achieve excellence. But in what is necessary, attend quietly. What's more, they keep hearing suggestions and improving.

    Pros

    The support level.

    Cons

    It needs to have more integrations, like the other main tools of the market.

    Review Source: Capterra
  • Jenne from COMSTRAT CORPORATION

    Number of employees: 2-10 employees

    April 2017

    AzureDesk helps keep clients happy.

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

    Clients are able to submit tickets and communicate with the service technician assigned to their case. The software was easy to set up and now we have a better record of tickets so that we can provide the best possible service to our clients.

    Cons

    AzureDesk hardly has any flaws. The only thing so far that I have noticed with the software is the time it takes to load between pages.

    Review Source: GetApp
  • Rajnil from Aavara Technology Solutions

    April 2017

    Good Solution Application

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We started to use this and there are a few minor things that we found were not done right and this was fixed quickly by the team when it was raised. It is a good product in the SME domain

    Review Source: Capterra
  • Tony from ABM Systems

    April 2017

    Azure user experience

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    The application is functional and practical to use. Needs some additional features like dictionary, better access and integration when accessing CC's and BCC's. The response message format needs to be better designed as the receiving message is messy. Needs to conform to a corporate format.

    Review Source: Capterra

    Response: AzureDesk, AzureDesk Inc

    July 2017

    Hi Tony We have fixed the CC's and BCC's issue and also the response message format.

  • Brad from ABM Systems

    Number of employees: 11-50 employees

    March 2017

    Azuredesk - Suits our business, developers very receptive to our suggestions

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We were looking for an economical tool to help us with our support cases. Previously we just used a support email and found that we were duplicating our efforts to respond to cases. We now have visibility of the case, who is assigned, its history and our support team can look back and see solutions for previous and similar cases. We can also get an overview of cases by support person, customer, product etc.

    Pros

    it gives me an easy method to view all cases. It helps our consultants solve cases quicker and helps us learn to better support of porducts and clients.

    Cons

    We would like more rules to allow things like automatic assignment of cases.

    Review Source: Capterra

    Response: AzureDesk, AzureDesk Inc

    March 2017

    Thank you so much.

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