Help Desk Ultimate comparison guide

Due to a high number of requests for comparison of Help Desk Ultimate with other available help desk and support suites we decided to release this guide.

Good customer support is half the battle. That’s why online store owners are in demand of bug-free, easy to install & use extension with good support. We know that you spend lots of time searching the most suitable solution. aheadWorks eased this task for you. We have analyzed 4 helpdesk extensions:

  • Kayako eSupport is a help desk software package, offering ticketed support and e-mail management;
  • eTicket by eTicketSupport is a PHP-based electronic support ticket system that can receive tickets via email or a web form;
  • Cerberus Helpdesk by WebGroup Media LLC is a fast and flexible CRM toolkit;
  • Help Desk Ultimate by aheadWorks Co. is a perfect customer care and support solution for ecommerce sites based on Magento.

We have created a feature comparison table based on the derived results:

Help Desk Ultimate
Kayako eSupport
eTicket
Cerberus Helpdesk
Two-way e-mail parsing
IMAP support
TLS support
Pre-defined reply template
Magento contact form spam protection
Default store view department
Order to ticket linking in Magento
Customer profile linking in Magento
Creating new tickets by e-mail
Ticket RSS feeds
Auto-assign to departments on e-mail reply
Ability to hide departments from customers
Magento Contact Form
Magento Product Question
Flags and labels
Ticket threads and statuses
File attachments
Quotation option
Customizable email notifications for administrator and customer
Full integration into Magento admin & customer areas
Prices for comparable offers
$199.00
No additional expenses required
Leased license* $199.95
per year
Free product,
requires Magento interface extension “Ticketlink” for $40.00
Starter license*,
5 workers: $375.00

*The pricing plans correspond to Help Desk Ultimate level

Kayako eSupport is a well-known support solution with rich functionality. It gives a wide range of opportunities for tickets support activity (both user and administrator area) – pre-defined ticket responses, statuses and priorities, ticket locking, customizable ticket listing, etc. In spite of the large amount of advantages Kayako eSupport has one essential disadvantage – it is not Magento-integrated. The solution of this problem will definitely require additional expended time and money.

eTicket helps to solve a number of problems – it has filters to remove messages in replies, a number of predefined answer responses, email alerts compatible with pagers. Having your choice stopped at this free module, don’t forget to buy Magento interface extension – Ticketlink. Hence one more problem appears – support. Probably you can have some support on eTicket linking product, but you are face to face with eTicket itself since it’s an open source product and no support is included. Such features as customer profile integration, orders linking, guest tickets and many others that need higher level of integration with Magento are unlikely be achieved by 3rd party linking solutions.

Cerberus Helpdesk – a browser-based helpdesk – allows you to create as many personalized workspaces as you want, to capture feedback as it happens, to share tickets by groups, to preview the content of the ticket and many other useful things. At the same time you won’t be able to create new tickets by e-mail or quote in customer and admin areas. This extension has the same disadvantage as Kayako eSupport and eTicket – it is not Magento-integrated as well.

Help Desk Ultimate by aheadWorks Co. is a turnkey solution for Magento which you can run in several minutes – it requires no additional software. With Help Desk Ultimate you’ll get copy-and-run installation with full integration into your Magento-based online shop. Easy to use administration and customer interfaces save working time of your support dept and money on staff learning. We encourage feedback from our customers and we have implemented all the most demanded features since the first release.

aheadWorks Co. guarantees:

  • qualified customer support – one-business-day answer to any your question;
  • 30-day money back – aheadWorks will surely return your money in the case of dissatisfaction with the product;
  • bug-free solution – with Help Desk Ultimate you get stability warranted by a great number of installations.

The important constituent of all extensions is their update. Let’s observe the average periodicity of above-listed modules upgrade in 2009:

  • Kayako eSupport – once in 3-4 months;
  • eTicket – oops! Recent release was in October 2008;
  • Cerberus Helpdesk – once in 3-4 months;
  • Help Desk Ultimate – once a month.

Upgrade frequency illustrates the degree of company’s responsibility and the level of product’s development. The facts speak for themselves – you are free to compare, decide and choose.

Please visit Help Desk Ultimate Magento to observe the whole list of features.

15 Comments

Jeff Standen

about 8 years ago

Hey there, There are a couple errors in the Cerb4 comparison: Grid: * We handle file attachments in the customer and admin areas. Updates: * Cerberus Helpdesk has had 3 releases since the beginning of June, with another one coming up on Monday: http://freshmeat.net/projects/cerberushelpdesk Summary: * "At the same time you won’t be able to create new tickets by e-mail or quote in customer and admin areas." -- Does this specifically mean in Magento? Otherwise it's a feature. Thanks! -Jeff Standen, Cerberus Helpdesk

Reply

Artyom

about 8 years ago

Jeff, This review is Magento-related, so yes, when talking about admin and customer area we mean Magento, it's correct. Thank you for your update.

Reply

Sandra

about 8 years ago

HI, Is it possible to make the helpdesk invisible so I can redirect my live support software to the helpdesk... It works like this.... Customer clicks on my Live Support button on my website... If I am there the customer get live support... If I am away my live support software redirects to a helpdesk where my customer posts a ticket. this way there is a permanent record of the help request...

Reply

Eugene

about 8 years ago

There are 2 options possible: 1) Send your visitors to a contact form when LiveSupport is offline. All contact form queries are converted to tickets. 2) Setup LiveSupport software to send offline messages to HelpDesk email. So all incoming email will be converted to tickets.

Reply

Kinderkleding

about 8 years ago

Is Product Questions included? http://www.magentocommerce.com/extension/846/aw_productquestions

Reply

Eugene

about 8 years ago

@Kinderkleding No, it is not included.

Reply

AJ

about 7 years ago

Can I use my cell phone to manage support requests via text, email, or web browser?

Reply

Stasia

about 7 years ago

If you are able to send emails from your cell phone, it won't be a problem to manage Help Desk Ultimate tickets in this way.

Reply

Daniel

about 7 years ago

great post, thanks for sharing

Reply

Marloes

about 6 years ago

Nice!

Reply

Henry

about 4 years ago

Hi, would you be willing to compare with Zendesk?

Reply

Dmitry Shatkov

about 4 years ago

Hi Henry, This article needs to be updatedб of course, and next time we'll certainly include all relevant products into our overview.

Reply

Didier

about 2 years ago

Having and up to date comparison between Help Desk Ultimate and Zendesk would be great.

Reply

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