AzureDesk Software


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.



39 Reviews of AzureDesk

Overall rating

4.54 / 5 stars

Filters:

Showing 1 - 20 of 39 reviews

December 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

4 of 5

December 2018

User friendly help desk

Pros

AzureDesk is a user friendly help desk that allows end-users and ITS to quickly and easily manage and respond to issues/tickets.

Cons

This is an enterprise tool, which can become very expensive.

December 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

December 2018

AzureDesk is better for software industries

Pros

AzureDesk is a software that is simplicity of use as well as improve our productivity and customer satisfaction. It doesn't need lots of software to use. It offer live chat ticket monitoring and auto reply

Cons

AzureDesk is little costly for small software industries and need good Internet speed to work on it

November 2018

Alysha from Home Instead Senior Care

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

November 2018

AzureDesk Review

Pros

I love the ease of use and customer support available.

Cons

I have no complaints on the software at this time.

October 2018

Josephine-Marie from our lady of the lake university

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

October 2018

Easy to use

Pros

using this software it help to find the person that is calling the helpdesk and see whats going on in their account.

Cons

the least about this software is where to find the stuff but, thats all other then that its easy to use and makes finding the caller's account easy.

October 2018

Tony from RRR Transportation

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

3 of 5

October 2018

Overview of product

The product did as it was described, it was just not able to fit our needs. In its design it is a good product we just weren't able to mold it to fit us.

Pros

It was flexible and easy to train employees in house.

Cons

The ability to communicate and update various departments within our company in a quick manner. Not that it would not do it but we needed it to respond immediately.

June 2018

Paul from A1QA

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Functionality

3 of 5

June 2018

Decent support tool for large companies

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.

March 2018

Linda from PSCU

Company Size: 501-1,000 employees

Review Source


Ease-of-use

5 of 5

Functionality

4 of 5

March 2018

Azure eDesk Usability

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.

February 2018

Yvan from Triotech

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

2 of 5

February 2018

Good intuitive ticket tools.

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.

February 2018

Stefan from IRSA Video

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

3 of 5

February 2018

Cheap, and functional. Works well.

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.

December 2017

TJ from AshLane Consulting

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2017

A good value for the cost

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.

August 2017

Himanshu from Cutting Edge Application Development Pvt. Ltd.

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

August 2017

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

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.

August 2017

Chris from Dennis Dillon Auto Group

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

August 2017

Awesome

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.

August 2017

Nick from Embodied Wisdom Publishing

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

August 2017

It's a great step up from email support

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.

July 2017

Ian from Andium Homes

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

July 2017

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

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.

July 2017

Steve from Andium Homes

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

July 2017

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

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.

July 2017

Diego from canarias.com

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

July 2017

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

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.

July 2017

Carmel from Government Council

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

3 of 5

July 2017

used as a ticketing desk

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.

July 2017

Rod from Biometrics4ALL

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

July 2017

Excellent customer service that's eager to help

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.

July 2017

Shaun from VPN Solutions

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2017

Experience with the product has been great!

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.

April 2017

Campbell from ABM Systems

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

3 of 5

April 2017

Simple to Deploy, Run and Manage

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.