Sitehelpdesk
Last Updated
Overview
Sitehelpdesk is a web-browser-based solution providing internal employees with request tracking and online self-help. Although some users note the interface lacks modern aesthetics, the software's unique design guarantees deployment within hours, and its comprehensive reporting offers real-time SLA oversight. Overall, Sitehelpdesk provides maximum functionality and rapid deployment for teams.
Sitehelpdesk Specifications
- Live Chat
- Omnichannel Support
- CRM Integration
- Canned Responses
Sitehelpdesk Features
Staff Self-Help Portal
This feature allows internal staff to log support calls directly from the Intranet using any web browser. The intuitive user portal offers a central knowledge base with FAQs and document links, allowing employees to track call status and close their own tickets.
SLA Traffic Light Prioritization
The platform renders call prioritization that automatically assigns SLA deadlines, displaying them with clear traffic light flags in the open call lists. The system includes escalation warnings based on pre-set response and fix times, ensuring the support team meets customer expectations consistently.
Operator Call Scripting
This feature allows support operators to utilize customizable call type scripting and forms to ensure all relevant information is collected for rapid entry. It assists staff in gathering data systematically and supports complex requests through call linking with group updates and closures.
EMLmonitor Module
The optional EMLmonitor module integrates with your email server to automatically convert incoming emails into tracked call tickets. It ensures all subsequent replies from end-users are recorded as events against the original ticket, keeping the communication thread complete and fully audited.
Pros And Cons of Sitehelpdesk
Pros
Self-service portal aids immediate ticket response
Rapid startup and easy to configure with minimal training
An incredible solution to record incidents
Cons
Interface can be improved to give a modern look as reported by some users
Support team may be unresponsive during peak hours
Sitehelpdesk Reviews
Total 1 reviews
4
All reviews are from verified customers
Rating Distribution
5
Stars0%
4
Stars100%
3
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2
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1
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Share your experience
Not Specified, N/A employees
“Excellent incident response portal”
Pros
This has been an excellent solution for logging incidents. The part I appreciate most is the portal which is focused on quick ticket response through its self-service center. It also has a board where the administration, reporting and service management sections are all laid out visually making it more convenient for technicians to access the functions.
Cons
The platform is clearly built around service efficiency so the interface does not feel very modern. Aside from that, I have not run into any issues.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
7
Functionality
8
Frequently Asked Questions
What other apps does Sitehelpdesk integrate with?
Sitehelpdesk integrates with its own suite of modules—EMLmonitor (Email to Ticket), SLAmonitor (SLA Tracking), and WMImonitor (Inventory)—and corporate systems like Microsoft SQL Server and Windows Authentication.
What language does Sitehelpdesk support?
Sitehelpdesk software primarily supports English.
What types of pricing plans does Sitehelpdesk offer?
Sitehelpdesk uses a custom pricing model based on the number of support operator licenses required. Get a detailed Sitehelpdesk cost breakdown tailored to your specific requirements.
What level of support does Sitehelpdesk offer?
Sitehelpdesk offers support via FAQs, email and relevant documentation.
Who are the typical users of Sitehelpdesk?
Sitehelpdesk features are used by internal support departments, including small IT teams, facilities management, HR, and finance, across sectors like education and health services.
Does Sitehelpdesk have a mobile app?
No, Sitehelpdesk does not offer a dedicated mobile app.
Does Sitehelpdesk offer an API?
No, Sitehelpdesk does not offer an API.