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.

Supported Operating System(s):
Windows 7 , Windows 8 , Windows 10

25 Reviews of Tele-Support HelpDesk

Showing 1 - 20 of 25

Start your review of Tele-Support HelpDesk

Click to start
  • Aimee from Computer Software

    Specialty: Software / IT

    Number of employees: 11-50 employees

    March 2018

    Simplistic support software

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    I like that all customer support cases are in one place and can easily be looked up. I also like that you can bill out from this system for support calls and it includes support notes.

    Cons

    When it comes time to update the software, it can be quite a pain plus it seems that support is lacking for the program.

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

    Number of employees: 51-200 employees

    December 2017

    Positive

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

    Level of detail available for issue tracking.

    Cons

    No online portal available for HMI's customers to access the knowledge base. No web based access for remote users.

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

    Response: Resource Dynamics, Resource Dynamics, Inc.

    December 2017

    Customers can create your own online portal for their clients and publish your Knowledge Base with the add-on product, Hot Tips Publisher. Remote User access add-on also available with HelpDesk for the Web.

  • Jim from Leviton

    May 2017

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

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

    Review Source: Capterra
  • Service from FuTec Systems BV

    March 2017

    Excellent product

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra
  • Ronald from VerCom Systems Inc.

    February 2017

    WOW What amazing support

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    Review Source: Capterra
  • Ofir from 1st Choice IT, Inc

    February 2017

    ACT and Telesupport

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    Review Source: Capterra

    Response: Resource Dynamics, Resource Dynamics, Inc.

    February 2017

    Updates and support services are a separate annual contract offered to all customers. We have 4 options that range in benefits. customers can choice to include or not, any plan of their choice. Customers can upgrade their plan at anytime during the contract period. Visit our web site for available plans: http://www.resource-dynamics.com/support_plans.asp Thank you.

  • Ronald from VerCom Systems Inc.

    Number of employees: 11-50 employees

    February 2017

    TelSupport Helpdesk user since late 90's

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    The product has always been stable and provides an intuitive interface that allows our engineers to simply create and link tickets. The ability to look at previous tickets and provide reports has been instrumental in our ability to quickly and thoroughly support our customer base.

    Pros

    Simple intuitive interface with quick access to historical tickets related to a customer.

    Cons

    would love to have a keyword search across all of a customers records

    Review Source: Capterra
  • Amie from Isensix, Inc.

    Number of employees: 11-50 employees

    February 2017

    Excellent Application

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra
  • Kathleen from Sierra Workforce Solutions

    January 2017

    Good System for Basic Help Desk Needs

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra
  • Phillip from Systems Integration uk ltd

    December 2016

    Excellent. robust and usefull

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    The software is rock solid. Works with ease and very responsive. Intuitive interface and just does what it says.

    Review Source: Capterra
  • Bryce from DataMaster

    December 2016

    Good, Basic Bug-Tracking Software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra
  • Jason from Blockout Blinds

    December 2016

    Not overly impressed

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Instructions are not helpful enough. Not enough online support. Email system is living in the past but nor using SSL.

    Review Source: Capterra

    Response: Resource Dynamics, Resource Dynamics, Inc.

    December 2016

    FREE Support Services are/were provided during extended evaluation period prior to purchase. Customer declined to include a support service contract or HELP contract. SSL Email support is a feature in version 5.1.1..

  • Patricia from TallShips Solutions

    Number of employees: 2-10 employees

    December 2016

    HelpDesk Review

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    Review Source: Capterra
  • Michael from Rose

    December 2016

    Tele-Support HelpDesk

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    Review Source: Capterra

    Response: Resource Dynamics, Resource Dynamics, Inc.

    December 2016

    customer running version 2.1 which has been out of production since 2004. Data migration options made available through 2010, before the code was updated to support newer technology.

  • Don from Integrity Solutions Group

    December 2016

    Happy With The Product!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra
  • Mike from HMI

    Number of employees: 11-50 employees

    December 2016

    Help Desk Customer Service Software Review

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

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

    Review Source: Capterra
  • Scott from ConEst Software Systems

    December 2016

    Great Product

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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!

    Review Source: Capterra
  • Adele from Netvision 360 Security Group

    Number of employees: 11-50 employees

    December 2016

    Easy, information help desk software with Act! Integration

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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)

    Review Source: Capterra
  • Per from Fructus Data AB

    Number of employees: 2-10 employees

    October 2016

    Tracking customizations

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra
  • Geremy from Telemed

    September 2016

    Feature-Filled Help Desk Software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra
Do you use Tele-Support HelpDesk?Write a Review
In just fifteen minutes, the experts at Software Advice can help you narrow down the right software for your organization. Call us for a Free FastStart Consultation: (844) 852-3639