Hesk: Affordable and reliable help desk software for businesses

The success of your business depends on your customers and clients. Only with efficient help desk software can you ensure that issues are addressed in time.

Businesses of all types with customers need help desk software that allows customers to easily contact them and find solutions to their problems and inquiries.

For a new company, a strong help desk can be a game-changer. For companies that are expanding or have a huge customer base, the importance of sophisticated customer support is paramount.

To create a help desk solution for your organization, an open source and reliable application like Hesk can be the right choice. Before we get into how this software can help you, let’s take a look at why you should go for a help desk solution.

Why you need help desk software

• With the help of help desk software, businesses can easily manage all customer concerns with the right ticketing system and customer support staff.
• Help desk software with omnichannel customer support allows you to respond to inquiries from all digital channels in one place.
• Help desk solutions come with a ticketing system that ensures that no issues go unnoticed and helps customers resolve issues quickly.
• Customer support services involve a variety of repetitive and time-consuming tasks, such as sending confirmation messages, assigning tickets, and assigning relevant staff to queries. Help desk software automates such tasks and speeds up the customer support process.
• It can also facilitate feedback systems on the knowledge base and performance of support executives.
• These applications allow companies to offer tailored solutions depending on their business model.
• Businesses can create preset responses to common customer questions. This provides customers with a better experience when contacting customer service.
• With help desk software, you can get insightful reports and analysis on your support team’s performance. Therefore, you can understand your weaknesses and work on them.

As is clear from the above, there are many benefits to using help desk software. So, if you’re still relying on long emails to deal with customer inquiries, it’s time to break free and opt for a Hesk-powered help desk solution.

How Hesk can provide the right solution

For many businesses, one of the main concerns when setting up a help desk solution is cost. Hesk , an open source solution, lets you set up a help desk on your website for free.

All you have to do is host it on your own server. Hesk is ready. Additionally, businesses can also use Hesk to address internal queries through a knowledge base.

If you use Hesk to create your own help desk solution, you can add the functionality you need to it. For example, you can create a knowledge base that contains answers to all common queries. If a customer can’t find an answer to their question, they can submit a question and create a support ticket.

Administrators want complete control over support staff access and activities. Hesk allows you to track time spent on each ticket, as well as categorize, filter, and prioritize tickets. Apart from configuring your staff account, you can get an overview of your staff’s capabilities and provide them with the access they need.

Help desk software built with Hesk gives you access to all the information you need in one place. This simple software has many other features, including ticket templates, canned responses, adding notes, attaching files to tickets, adding custom data fields, changing ticket status, and more.

Features of Haesuk

Centralized support system

Hesk is a great solution because it has a centralized system for all your support queries. Track and manage queries received via forms, email, and phone calls from one place.

Self-help service

You don’t want every customer to keep their support staff on the hook for the simplest of questions. Therefore, Hesk allows you to create a knowledge base containing answers to common queries. You can also create separate sections for FAQs and user guides to help users find solutions to basic problems.

query management

Hesk offers many useful features to better manage your customer inquiries. This allows you to categorize tickets, define urgency, and see the current status of tickets.

Effortless communication

To avoid customer interaction and improve the experience of using the platform, help desk software should collect prerequisite information and provide an initial canned response before starting a conversation. All these features are available in Hesk.

Ease of use

Hesk is a simple platform and lightweight software that is easy to manage. Plus, it doesn’t take long to learn and is easy for anyone to use.

Additional features

Apart from the above, there are also reports on spam prevention measures, reply ratings, multilingual support, and desired date ranges.

How to set up help desk software using Hesk

Setting up a customer support application with Hesk is very easy. All you need to do is follow these steps:

1. First, you need to download and install the Hesk software. Free plan users must install on a self-hosted server. Alternatively, you can choose Hesk Cloud for instant installation on a remote server.

2. After installation, you must access the Administration Portal to perform basic configuration . After you create a profile and set your basic settings, you can choose a support category, add support staff, create a knowledge base, and get canned responses. It’s also important to follow Hesk’s security checklist.

3. If you want to use the solution to perform other tasks, you must perform further configuration. This includes configuring your server to send emails, converting customer emails into tickets, receiving notifications of overdue tickets, providing rich text email replies, and fields on ticket submission forms. This includes the addition of .

Scenarios where Hesk is useful

• Businesses that offer products or services and want to set up a support portal with a knowledge base and support ticket system can use Hesk.
• Companies with a dedicated IT team can use Hesk to set up an IT help desk. Therefore, anyone having hardware issues can submit a support ticket and our IT team can assist with proper guidance.
• Hesk is also useful for maintenance teams in complex buildings. This allows us to receive, manage and prioritize building maintenance issues for resolution.

Haesook’s version

You can choose to use one of two versions of Hesk software.

#1. Haesuk

This free version of Hesk allows you to self-host your solution on any server that supports PHP and MySQL. No registration is required and you can freely use it on commercial sites.

However, the free version comes with a “powered by” link that is visible to customers. To remove this link and add a professional look to your help desk, you can purchase a Hesk License starting at $49.99 (one time).

#2. Haesk Cloud

This is a SaaS version of Hesk, and the software is hosted remotely. In this version , Hesk takes care of hosting and maintenance. Hesk Cloud users also have access to additional modules on statistics, escalation, and satisfaction. Prices start at $29.99.

Thoughts as a conclusion

Today, businesses need efficient and professional help desk applications on their websites to instantly resolve customer questions and provide a positive experience using the product.

Lack of required functionality and high cost are factors that prevent many companies from choosing a support solution. Hesk allows you to set up sophisticated help desk applications on self-hosted or remote servers.

This software is packed with essential features for managing help desk software that provides a smooth user experience for both customers and support personnel. Hesk is open source software, so it’s free to use and can be customized to fit your business needs.

You can also consider the best remote desktop software and workplace chat software to improve your productivity.