HelpDeskPilot is a support ticket & helpdesk software that enables companies to manage support requests, sent via email or web.
HelpDeskPilot (product of Chennai based TenMiles) runs on standard LAMP stack and offers following features:
- Email Management – Helpdesk Pilot enables you to turn customer emails into tickets. You can set each email id as a department. (Users can submit tickets via email and HelpDeskPilot parses the same and creates new tickets based on the category.)
- Canned Replies – Companies can provide standard answers to the most asked questions.
- Ticket Management – Helpdesk Pilot provides a no-nonsense tickets management page that would let admins and staff members to track every ticket efficiently
- Activity tracking of each representative
- Support for international languages
- Standard features like mail templates, mass reply, customer portal etc.
Some of the other apps in this space includes Trouble Ticket Express (open source), ZenDesk, Ticketish and ServiceDesk Plus.
What’s promising about HelpDeskPilot is the ease of installation, ability to generate custom views (filters) and creation of category based FAQs.
Ease of installation.. Why install..? Why dont they provide a service over the cloud? I think that is a better strategy…
+1 installations r so backward these days.
1. Installing Helpdesk Pilot is as simple as installing WordPress on your server.
2. Helpdesk Pilot does offers a SaaS like (nothing-to-install) trial accounts. So, you have nothing to install to begin with.
3. Helpdesk Pilot does offer hosted setup (not-marketed on the website at this point) to any client who wants us to host. They are hosted on the Rackspace cloud.
Let’s not be silly to think a non-SaaS based product has no acceptance or wow-factor. There are plenty of reason why companies prefer non-hosted models and it is a great plus to have a product that can be deployed and can also be taken to the cloud.
Helpdesk Pilot can be used on the Intranet + Internet. So, it is a good for a internal IT Helpdesk use-case as well as good for customer service on the internet. Hence, the ability to deploy is great. Most top education institutes, banks, casinos prefer deployable models for the ability to customize and keep access/information strictly internal. It becomes highly affordable when you deploy a product – esp. with a product like Helpdesk Pilot that can be installed on any shared hosting service.
Besides, Helpdesk Pilot has been around for 4 years now. Extremely popular, profitable & great growth story. Of course, full blown SaaS would be a sweet extension of the product. For now, we can still host it for you. Simply ask us about it.
Appreciate the feedback and thanks Ashish for the mention.
[quote] installations r so backward these days [/quote]
I beg to differ. This would be my customer’s interaction data. I, in all probability would want to have full control over it.