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AzureDesk Review

AzureDesk
Our score: 8.0 User satisfaction: 100%

What is AzureDesk?

AzureDesk is a simple and affordable help desk system that can help you improve the quality of your service, and give customers a delightful experience. Developed predominantly as a ticket management system, AzureDesk covers and manages end-to-end your agents’ operations, and does so on a very affordable price. Sole agents using a single email address can use the software for free, while users interested in the team plan ($5 per month) can test the service with the company’s free trial.

The core of AzureDesk’s functionality is pretty simple – what this system does is to automatically convert support emails into tickets, regardless of how many email addresses you wish to involve. The mailbox is unlimited, and literally all messaged are converted and displayed on the Ticket management dashboard. What is genuinely unique about this system is the presence of a handy collaboration suite, thanks to which team agents can solve tickets together, and in real time.

According to satisfied customers, AzureDesk has one of the best customer support teams in the industry, as the experienced tech team is there for them 24/7. Customer support is available via email and live chat, and users can also explore the site’s rich FAQ section to find quick answers to their questions. The team will also help you implement the system, and integrate it with apps such as JIRA, Asana, Freshbooks, and many others.

Overview of AzureDesk Benefits

What is it that makes AzureDesk more competitive than similar help desk systems? We would say this is the unique ticket management system that turns regular customer service into an extraordinary experience. AzureDesk makes it easy to assign tickets to the right agents and agent groups, and categorize them with tags to ensure they’re understandable. This way, AzureDesk caters to the needs of companies with large ticket volumes and a number of email addresses. What is even better is that the system empowers users to add private notes to tickets, asking for advice, support, or suggestions. The notes can also contain images for better understanding.

As we mentioned before, AzureDesk doesn’t restrict the number of email addresses and tickets you can process, and all messages are automatically forwarded and sent to your dashboards as tickets. All updates made on the ticket are sent to the user as notifications, except of the private notes that are exclusively visible to the team. All responses coming from customers are then added to the ticket as comments. New fields and check boxes can be added to tickets at any point of time, and customized in a brand-specific manner. You will also find these ticket fields in the Reporting/Dashboard section.

Speaking of reporting, we could all agree a ticketing system would be useless without the proper analytics. For the purpose, AzureDesk measures all vital metrics such as tickets per agent, tickets per customer, average response time, and many more. On the dashboard, you will also find a handy filter to set dates and drill into details.

What is really interesting about this system is the personalized approach of agents when solving tickets. Using the feature called Agent Signature, they can make their replies more personal, and give out personal information such as names, emails, and contact phones. Basically, each time the client receives a ticket comment or not, the agent’s signature is there for more credibility. If you want to disable them, simply go to the Settings section, and select the desired option from the dropdown menu.

Last but not least, AzureDesk is a well-integrated system you can use in synergy with Freshbooks, Zendesk, JIRA, Asana, and a variety of other apps and business system. Open developers API are also available for experienced users to connect the system to other apps they’re using.

Overview of AzureDesk Features

  • Ticket management
  • Collaboration rules
  • Business rules
  • Self-service portal for customers
  • Reports
  • Groups
  • Track requests
  • Ticket fields
  • Contact forms
  • Knowledge base
  • Tab ticketing system
  • Agent signature
  • Search pages
  • Batch updates
  • Ticket field reports
  • Developer API
  • Unlimited inbox
  • Multilingual
  • Mobile Apps

What Problems Will AzureDesk Solve?

Multiple Mail Box – Tracking all the emails from different mailboxes can be a difficult task. AzureDesk provides multiple mail box where all the emails are directed to one AzureDesk Support mailbox and they are also converted into tickets each with a unique ticket id#. So, it is a unified method of tracking all the support cases.

Self-Service Portal with Dynamic Search – Self-service portal is a place customers can look at before making a call to the company. AzureDesk provides an easy to use and manage self-service portal that can be used by your customers in your absence. The dynamic search option searches all the topics, articles, and FAQs, and fetches results with every key stroke providing best search results. It also ensures that your customers are engaged in your website and this increases the chances they will stay with you.

Tabbed Ticket Display – Tickets are displayed in a browser-like tab system where users can work on multiple tickets simultaneously. At times, it becomes confusing and difficult to work on multiple support cases as you have to open and close again and again. But tab-like ticket displays help an agent to work on multiple tickets at the same time with fewer clicks. Also, the integrated app is available on each ticket page which can be a big help in answering a customer query.

Awards & Quality Certificates

AzureDesk Position In Our Categories

Because companies have distinct business-related demands, it is only wise they abstain from buying a one-size-fits-all, ideal system. Regardless, it would be difficult to try to find such an app even among widely used software systems. The reasonable thing to undertake can be to note down the different critical factors which need research including critical features, pricing, skill competence of staff members, organizational size, etc. After which, you should double down on the research through and through. Have a look at some of these AzureDesk reviews and check out each of the software options in your shortlist more closely. Such detailed product research ascertain you avoid unfit applications and buy the one which includes all the benefits you require company requires to achieve growth.

Position of AzureDesk in our main categories:

TOP 200

AzureDesk is one of the top 200 Customer Support Software products

TOP 100

AzureDesk is one of the 100 Help Desk Software products

AzureDesk is also listed in the following subcategories:

Enterprises have different needs and requirements and no software application can be just right in such a condition. It is futile to try to find an ideal out-of-the-box software product that fulfills all your business wants. The intelligent thing to do would be to adapt the solution for your special wants, staff member skill levels, budget, and other aspects. For these reasons, do not rush and subscribe to well-publicized trendy systems. Though these may be widely used, they may not be the ideal fit for your particular needs. Do your homework, check out each short-listed system in detail, read a few AzureDesk Help Desk Software reviews, speak to the vendor for clarifications, and finally choose the product that offers what you need.

How Much Does AzureDesk Cost?

AzureDesk Pricing Plans:

Free Trial

AzureDesk Plus

$16/user per month or $12/user per month (billed annually)

AzureDesk offers a “One Plan for All” that you can subscribe to starting with a 14-day free trial.

AzureDesk Plus – $16/user per month or $12/user per month (billed annually)

  • Unlimited email addresses
  • Unlimited agents
  • Collaboration Features
  • Business Rules
  • Self Service Portal for Customers
  • Reports
  • Groups
  • Track Request
  • Apps Integration
  • Ticket Fields
  • Submit Request/Contact Form page
  • Knowledge Base
  • Tab Ticketing System
  • Agent Signature
  • Search Page
  • Batch Update
  • Ticket Fields Reports

User Satisfaction

Positive Social Media Mentions 12
Negative Social Media Mentions 0

We realize that when you make a decision to buy Help Desk Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and AzureDesk reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with AzureDesk. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

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Technical details

Devices Supported

  • Windows
  • Mac
  • Web-based

Deployment

  • Cloud Hosted

Language Support

  • English

Pricing Model

  • Monthly payment
  • Annual Subscription

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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AzureDesk Comparisons

AzureDesk user reviews

Great tool design for customer support

Read full review >
Lance
4/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 06.10.2019 Company Size: 1-10 Employees Industry: Information Technology and Services

I highly recommend this great software

Read full review >
Brian
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 17.09.2019 Company Size: More than 100 Employees Industry: Leisure, Travel & Tourism

Excellent and affordable customer service software

Read full review >
Penny
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 03.09.2019 Company Size: 1-10 Employees Industry: N/A

Excellent tool to help manage support tickets

Read full review >
Trent Lee
4/5

Overall impression

5/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 01.05.2017 Company Size: N/A Industry: N/A

What are AzureDesk pricing details?

AzureDesk Pricing Plans:

Free Trial

AzureDesk Plus

$16/user per month or $12/user per month (billed annually)

AzureDesk offers a “One Plan for All” that you can subscribe to starting with a 14-day free trial.

AzureDesk Plus – $16/user per month or $12/user per month (billed annually)

  • Unlimited email addresses
  • Unlimited agents
  • Collaboration Features
  • Business Rules
  • Self Service Portal for Customers
  • Reports
  • Groups
  • Track Request
  • Apps Integration
  • Ticket Fields
  • Submit Request/Contact Form page
  • Knowledge Base
  • Tab Ticketing System
  • Agent Signature
  • Search Page
  • Batch Update
  • Ticket Fields Reports

What integrations are available for AzureDesk?

AzureDesk offers seamless integrations with third-party systems such as:

  • JIRA
  • Slack
  • Smooch.io
  • Zendesk
  • Asana
  • Olark
  • Freshbooks
  • Chargedesk
  • Chatlio

Developer API is also available to connect this system to a variety of applications and business systems.

AzureDesk average rating:

Average score
5/5 (4 user reviews)
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Brian

PROS: First of all, I’m very satisfied from this product. It is simple to use and it doesn’t requires any documentations or manual in order to learn the product. You are allowed to start using this product immediately after register, it has great features for free and one agent, if you need more agents it requires you to pay $5/month for each agent. This great. Its support team is helpful, and responsive. If you run into some problems they would offer you Skype meeting and they will work with you and show you all the features and how they work.

CONS: I need support for HTML messages and signatures.

Reviewed 5 months ago

Read full review >

The least favorable review

Lance

PROS: Azuredesk is easy to set up and easy to use software and it is great for using it as Customer support. It has options for creating knowledge base. We would like to use this feature as well. The UI allows easy access, it has great browser and great search functionalities that would help you to find old tickets for specific customers. Customers can replay for the tickets directly from their emails. While solving customer tickets we are able to put some private notes that is only visible to our staffs, this options helps us to improve our internal communication.

CONS: I don’t have dislikes, because this software is constantly improving.

Reviewed 5 months ago

Read full review >

More reviews from 4 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Great tool design for customer support

Read full review >
Lance
4/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 06.10.2019 Company Size: 1-10 Employees Industry: Information Technology and Services

PROS: Azuredesk is easy to set up and easy to use software and it is great for using it as Customer support. It has options for creating knowledge base. We would like to use this feature as well. The UI allows easy access, it has great browser and great search functionalities that would help you to find old tickets for specific customers. Customers can replay for the tickets directly from their emails. While solving customer tickets we are able to put some private notes that is only visible to our staffs, this options helps us to improve our internal communication.

CONS: I don’t have dislikes, because this software is constantly improving.

What do you think about this review? Great Poor

I highly recommend this great software

Read full review >
Brian
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 17.09.2019 Company Size: More than 100 Employees Industry: Leisure, Travel & Tourism

PROS: First of all, I’m very satisfied from this product. It is simple to use and it doesn’t requires any documentations or manual in order to learn the product. You are allowed to start using this product immediately after register, it has great features for free and one agent, if you need more agents it requires you to pay $5/month for each agent. This great. Its support team is helpful, and responsive. If you run into some problems they would offer you Skype meeting and they will work with you and show you all the features and how they work.

CONS: I need support for HTML messages and signatures.

What do you think about this review? Great Poor

Excellent and affordable customer service software

Read full review >
Penny
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 03.09.2019 Company Size: 1-10 Employees Industry: N/A

PROS: AzureDesk is simple yet flexible software made for customer service purposes. I tried its trial version and I was really satisfied form it. The company and the software is quite new but they know their job and they work their best to provide us with everything we need. Its team provides great help desk and this is what I’ve been searching for. I had some issue with some feature and they instantly helped me to solve it. I recommend this product to everyone.

CONS: To be honest, I haven’t found some huge issues within the software, but, I would like if they could work on the loading speed of the ticket page, it really takes more time than other pages.

What do you think about this review? Great Poor

Excellent tool to help manage support tickets

Read full review >
Trent Lee
4/5

Overall impression

5/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 01.05.2017 Company Size: N/A Industry: N/A

PROS: From day one the team over at AzureDesk have been extremely helpful. They are always very responsive to requests and happy to have a Skype session at short notice if any issues arise. Their product has constantly been on the improve and the team here are thoroughly enjoying the ease of using a powerful and simple ticket management tool.

CONS: Better compatibility for Firefox and mobile devices.

What do you think about this review? Great Poor
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Reviewed By Jenny Chang
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