AzureDesk Reviews

Pros

At the moment, this ticketing system has been working really well for us.

Cons

Getting it set up wasn't bad at all, I've dealt with far worse. Since then, we've been happy trying it out during the trial.

Pros

Whenever an issue comes up, the support team is incredibly helpful. They respond right away, stay patient throughout the process and even assist over Skype calls when needed.

Cons

Updating user details in a ticket is not very user-friendly. There are also some problems when it comes to maintaining and tracking issues.

Pros

Creating a support ticket is really easy and the acknowledgment comes through quickly. The SLAs are also set for shorter turnaround times which is a big plus.

Cons

I haven't come across any drawbacks with this product since it makes tracking and monitoring customer requests very convenient.

Pros

The self-service client portal does a really good job of guiding users with prompts, topics and questions so they can figure out the right answers on their own. If they still can't find what they need through the customer-facing knowledge base, they can submit a ticket through the IT portal or send an email to get support from the help desk team.

Cons

Don't have any complaints. I'm happy with all of its features especially how simple it is to use and the low monthly cost per agent.

Pros

Compared with similar tools, this one feels more aligned to use.

Cons

Sometimes some tickets keep appearing again in the "unassigned" section.

Pros

Using it feels easy and it's accessible without much hassle. The pricing is also quite reasonable for what it offers.

Cons

Occasionally moving between screens feels a bit back and forth and there are occasions when the system goes down.

Pros

Getting this software off the ground and turning it into a useful internal application happened very quickly. They also imported our customer list for us which made data entry much simpler and saved us a lot of time.

Cons

I really haven't run into any issues worth mentioning, everything has been going very well so far.

Pros

Easy to use tool for me and my team and getting into what we need is quick. Since we're a support company, it helps us assist our clients without a lot of hassle.

Cons

The reporting side isn't especially simple to work with but it still does the job well enough for what we need.

Pros

It feels easy for both regular users and administrators and the interface is really well designed.

Cons

It's missing a dark mode and there's no quick way to update customer details directly from the ticket screen, you have to open a separate page to make those changes.

Pros

Everything feels very simple and easy to use which makes it especially helpful for people who are not naturally tech-savvy.

Cons

Removing old tickets is simple enough but there still isn't a way to delete them in bulk yet. They are working on an upgrade that may take care of that.

Pros

It is very easy to use and using it day to day doesn't take much effort. The knowledge base is also genuinely helpful and adds a lot of value.

Cons

One downside is that there's no option for manual time logging. It also lacks mobile support which makes it less convenient when away from a desktop.

Pros

Right after we installed it, I was already able to handle everything I needed for my job with only one or two tries. The product is very simple to use and didn't take much time to get comfortable with.

Cons

The support system layout could be a bit more compact. At times, the ticket update approval is hard to notice because it sits so far down in the bottom-right corner.

Pros

Being cloud-based makes it really convenient and it's very simple to use. Getting everything set up was also quick.

Cons

There's always room for more features but to their credit, they do seem to add them when users ask for them.

Pros

Using this browser-based application has been a really positive experience. The interface is easy and simple which makes it simple to log new incidents and manage ongoing ones without hassle. Running both monthly and ad-hoc reports for MI is also very convenient. Another feature I really appreciate is being able to keep users updated by email throughout the life of an incident.

Cons

A few extra fields would make it even better especially a "Channel" field, as that would help improve reporting as well.

Pros

It works as a user-friendly help desk that lets both end users and IT staff handle and respond to issues and tickets quickly and without much hassle.

Cons

Since it's built as an enterprise-level tool, the cost can end up being quite high.

Pros

Right away, this software feels simple to use and it has definitely helped improve our productivity and customer satisfaction. It also doesn't require a lot of additional software to run. The live chat, ticket monitoring and auto-reply features are all really useful.

Cons

On the downside, it can be a bit expensive for smaller software companies and it also needs a reliable high-speed internet connection to work properly.

Pros

Using this software has been very easy and the customer support team has been available whenever needed.

Cons

At this point, I don't have any complaints about the software.

Pros

This software helps identify the person calling the helpdesk and lets you quickly see what's happening in their account.

Cons

The only downside is figuring out where some things are located but aside from that, it's simple to use and makes it easy to find the caller's account.

Pros

It gave us a lot of flexibility and training employees internally was simple to handle.

Cons

In my opinion one limitation was communicating and sending updates across different departments quickly. It could do it but we needed the response to be immediate.

Pros

Handling user support with this tool has worked out really well. It includes live chat, ticket tracking and automatic replies which cover the main support needs nicely. The standout part is the integration with JIRA and Slack since that automation saves quite a bit of time.

Cons

One area that could use some improvement is the reporting module. I'd also like to see the export features work more consistently. Aside from that, the application is fine.