Tele-Support HelpDesk Software

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.

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.

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.

I had an issue with an out of date version, and no longer have support.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

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

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

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.

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.

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

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.

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

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

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

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.

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

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!

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)

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.

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.

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.