Helpdesk 365 Pros and Cons

I like Helpdesk 365 because it is automated ,tickets are assigned to appropriate team that can handle it with ease .

Tickets are classified in a particular order such as time that it was placed, or how important it is .

Our employees get requests in their emails , without any difficulty.

Helpdesk 365 helps in knowing who is responsible for the tickets .

Helpdesk assists in monitoring how long a ticket has been submitted and the duration it has taken .

The customer support is amazing. Review collected by and hosted on G2.com.

It gives us a challenge when we want to use another operating system since it is only found on windows,it makes our work hard. Review collected by and hosted on G2.com.

Customer support responds quickly and are able to fix most of our issues, integrating the product has been mostly painless as we have been ablke to use Power Automate and SharePoint to get it up and running. Using the product is pretty straight forward and self explanatory. We use this tool daily to help us efectively work together on many tickets at once. Review collected by and hosted on G2.com.

There are a few growing pain bugs here and there that we have run into but it seems that we are able to get help with most of them on a short notice. There are a couple features here and there we'd like to see but we can usually work around them. Review collected by and hosted on G2.com.

Helpdesk 365 has proven to be an invaluable tool for our organization. The app is incredibly easy to implement and training end users is a breeze. The seamless integration between SharePoint and Teams enhances our workflow significantly. Additionally, the customer service is outstanding, ensuring that any issues we encounter are resolved promptly. Overall, I would rate this app 9 out of 10 stars for its efficiency and support. Review collected by and hosted on G2.com.

There are glitches, you need to refresh the page after every change, and during build when working in the same field of information, the pane closes and you have to re-open each time. We also need to add a custom report or two to meet our department needs. Review collected by and hosted on G2.com.

I do enjoy the fact that this tool helps our IT Team collect tickets from our employees and we are instantly notified to resolve their concerns, there are lots of features from escalation, consult, the modification of assigning ticket status, often times we are waiting for "3rd Party Resolution" or "Hardware Delivery" which helps put into perspective for our employees to know the status of their concern.

One major PRO about Helpdesk is the fact that if you are using Helpdesk 365 and Asset Manager, you will be happy to know if an employee sends a ticket regarding their computer/laptop you can then update it in the ticket which will reflect in Asset Manager as well. Review collected by and hosted on G2.com.

I do not enjoy the fact that often times I am having to refresh the web page to do simple things such as, assign ticket to myself, then update its status, then refresh the page, then add a note, then refresh, then add a private note, then refresh, and if needed then escalate, then refresh.

this issue happens not only on Helpdesk 365, but on Asset Manager as well, and I'm assuming it goes across the board.

Not a big issue, its easy to get used to after a few times with the F5 key (your new best friend)

I've tried to find and develop a fix for this issue to provide the HR365 team about it, but I'm starting to believe it is how SharePoint is. Review collected by and hosted on G2.com.

Always available for support when needed, you guys fix almost everything I find within reasonable time. Thanks! Review collected by and hosted on G2.com.

There's lots of bugs, but nothing we haven't been able to work through. The initial setup was painful because it was never explained that when you install the app on seperate sites, it remains a seperate app build wise. I had to rebuild many house of work to account for this. I also didn't read this or see in the Admin guide, which could use more detail. Review collected by and hosted on G2.com.

Easy to use, easy to setup, great navigation, great support Review collected by and hosted on G2.com.

Nothing so far! I am fairly new to the system but so far we are very happy Review collected by and hosted on G2.com.

Easy to submit tickets, easy customizations, support is quick & professional. Review collected by and hosted on G2.com.

I find that we need to refresh the web browser quite frequently to have the site display properly, particularily when switching between my tickets or teams tickets and when searching on one of the filters - often times there is no data when switching bwtween tickets. Once you refresh to page loads again Review collected by and hosted on G2.com.

Ultimate feature for us is the integration with Power Automate, which allows us to connect seamlessly with Azure DevOps. Bugs and issues are automatically created in Azure DevOps without the need to visit the platform directly. The Power BI connectivity feature also enales me to create reports on the fly. Review collected by and hosted on G2.com.

So far so good, as a team lead, it is helping me in assigining tickets automatically. I have raised a feature request of ticket automation for our CEO's tickets. I hope it should be available soon Review collected by and hosted on G2.com.

HD365 is good because you can use it both in desktop Teams and in a browser. It's fairly customizable and easy to update once you know how to navigate the settings. It's a great way to have a place for all the things. Review collected by and hosted on G2.com.

I wish there was a notification in desktop Teams when someone replies to a ticket. I'd like a little red "bubble" saying how many new replies I have (just for tickets assigned to me. I'm a super admin and don't want to be alerted for ALL replies). Review collected by and hosted on G2.com.

Our organization has been using the Helpdesk at work to handle customer emails, and it's been quite effective. The ability to assign the tickets, send automatic replies, keep track of the tickets, see which department has more tickets, and much more. We use it every single day and our customers benefit from the Helpdesk portal. Review collected by and hosted on G2.com.

While there are minor issues, yeah even Microsoft has issues. So no dislikes apart from this. Review collected by and hosted on G2.com.