Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Cat avg: 8.6
Top Performing Features
Subscription-based notifications
Users subscribe to notifications for ticket updates
Cat avg: 8.1
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Cat avg: 7.4
Ticket creation and submission
Users and agents can easily enter new support requests.
Cat avg: 9.1
Worst Performing Features
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Cat avg: 8
Ticket response
Agents can easily follow up with customers.
Cat avg: 8.8
External knowledge base
Customers can self-service by searching through help articles.
Cat avg: 8
eDesk Features from Reviews
Incident and problem management
Streamlining ticketing and service restoration processes
10+20%
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.6
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.1
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.4
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9.1
Ticket response
Agents can easily follow up with customers.
Category average: 8.8
Self Help Community
Features that allow customers to self-service for support issues.
10+23%
External knowledge base
Customers can self-service by searching through help articles.
Category average: 8
Multi-Channel Help
Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.
8.5+2%
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 8
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
eDesk Features from the Vendor
Incident and problem management
Vendor-reviewedOrganize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Subscription-based notifications
Users subscribe to notifications for ticket updates
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Ticket creation and submission
Users and agents can easily enter new support requests.
Ticket response
Agents can easily follow up with customers.
Automated responses
Common requests can automatically trigger a standard response.
Attachments/Screencasts
Agents can send attachments and/or set up screencasts to assist with support issues.
SLA management
Service level agreement management allows agents to view and adhere to the terms of a customer's support package.
Self Help Community
Vendor-reviewedExternal knowledge base
Customers can self-service by searching through help articles.
Multi-Channel Help
Vendor-reviewedLive help chat
Live chat allows customers to get help via instant messaging within a software product or on a company website.
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.