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HELP DESK

– VanillaDesk Review

Product Snapshot

Pricing

A free version is available. Paid pricing starts at $29 a month.

Technology

Product is available as a SaaS solution and requires no additional hardware.

Customer Focus

Vendor works with small and mid-sized companies.

VanillaDesk

VanillaDesk is a service desk software solution that sports a number of ITIL V3 processes. The program starts at the user dashboard, where you can view comprehensive service analytics and reports. From there, you can report incidents, log problems, fulfill service requests, and escalate cases. Your customers can also use web portals to check their case statuses and view a knowledgebase. Lastly, VanillaDesk can automatically import all your e-mails to match them up with customer cases in your database.

About VanillaDesk
VanillaDesk was founded in 2010 and is headquartered in London.

VanillaDesk Features

SaaS service desk software solution
Program dashboard displays service analytics and reports
Monitors incidents (unplanned interruptions) throughout their lifecycles
Identifies problems, which are chains of connected incidents
Takes in all customer service requests
Can escalate service priorities for certain incidents and problems
Contains web portals from where your customers can check on their case statuses and view a knowledgebase
Works with your e-mails to assign them automatically to cases and incidents