HESK is a free, user-friendly help desk software designed for managing customer support inquiries. It helps streamline the support process by allowing businesses to track, prioritize, and resolve customer tickets efficiently. HESK is available in two versions:
The self-hosted version of HESK is free and lets users install the software on their own servers. It provides full control over data and security, along with customization options. Businesses can upgrade to remove HESK branding through a one-time license payment. This version is ideal for organizations that prefer to manage their own infrastructure and have specific customization needs.
HESK Cloud is a SaaS version that offers features like automatic updates, backups, and cloud-exclusive modules such as detailed statistics and customer surveys. It is ideal for those who prefer a hassle-free setup without dealing with server maintenance. HESK Cloud ensures that businesses can focus on providing excellent customer support without worrying about the technical aspects of running the software.
HESK provides a range of features to enhance customer support operations:
Ticket Management
HESK allows businesses to efficiently manage customer tickets by tracking, prioritizing, and resolving inquiries. The ticketing system ensures that no customer issue goes unnoticed and helps support teams stay organized.
Knowledge Base Integration
HESK includes a knowledge base feature that allows businesses to create and maintain a repository of articles and FAQs. This helps customers find answers to common questions independently, reducing the load on support teams.
Automation
HESK supports automation for routine tasks such as ticket assignment, status updates, and notifications. Automation helps streamline workflows and ensures that support processes are consistent and efficient.
Customizable Templates
Businesses can customize email templates, ticket forms, and other aspects of HESK to match their branding and specific requirements. This flexibility ensures that the support system aligns with the company’s identity.
Reporting and Analytics
HESK provides reporting and analytics tools to track support performance and identify areas for improvement. Detailed reports and statistics help businesses make data-driven decisions to enhance their support operations.
HESK includes robust security features to protect customer data and ensure compliance with regulations. The self-hosted version allows businesses to implement their own security measures, while HESK Cloud provides built-in security features and regular updates to maintain a secure environment.
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