I've been looking for a LTD help desk solution for a while. I've tried several in appsumo's history over the years. always there was something not quite right with how the systems work... either they were unreliable, or I couldn't get the alerts I wanted, or the SMTP wouldn't quite work. Not so with pulsedesk!
For the first time, the software does literally everything I want it to. Well.. ok my one gripe is they don't have webhook alerts, but I get around that with email alerts and pabbly.
The ticket system is super simple, and works well. It captures things like screenshots and attachments (other systems have problems with this). It allows for internal communication too very easily like you'd expect.
It has various triggers and automated actions like assigning tickets based on category, or support email etc. TBH the UI of the trigers could use some work, but I was able to make every automation I needed.
One time I couldn't quite figure out which trigger to use, I send support a message describing what I need and they told me exactly what to do.
it has some good analytics on first time to response etc. It's what you'd expect I think, but I don't use it very much tbh.
The SMTP and email system works flawlessly. This is particular sticking point for me on most systems. A lot of systems will respond to a ticket, but they will create a new thread with each response in a gmail inbox, which is annoying for customers. This responds in a way like a regular email response, so it shows up in the same thread as the original email. So if you want have an email inbox for support requests and responses, or have your main email copied on all of them (like I do), the original request, and all subsequent responses it will be organized by thread. The emails appear to and from our official support@domain.com email, something others struggled with. We're just using mailgun to send emails. Of course you don't need to use SMTP you could use support@yourcompany.pulsedesk.com to send/recieve if you want. I have a google workplace "default routing" email forwarder set up that forwards emails from support@mycompany.com to pulsedesk, and they come through flawlessly.
In short, everything just works. The last 3 support desk deals did NOT. It's been very reliable, and I couldn't be happier. I'm only using the email system, so I have no comment on the chat system or the knowledge base system.
Decided to give up on this one after waiting on support to set up my CNAME. Most platforms I have used have this service built into the admin panel and it normally takes a couple of hours max. Apparently, with Pulsedesk it can "take a week or so" to configure this and must be done by contacting support, after not hearing anymore I gave up! I would assume most people would want to integrate this into their DNS/Domain so I can't understand why this is made to be so frustrating.
It is highly user-friendly, and the customer support is exceptionally helpful. Having tried multiple platforms, PulseDesk truly stood out, catching my eye and exceeding all my expectations.
Below average product, I don't think they're ready for launch yet
While many products on AppSumo offer lifetime pricing for early adopters, PulseDesk falls short in delivering a satisfying experience.
Despite having typical features in their Ticketing system, many of them either don't function well or are poorly thought through.
For instance, the agent can never go offline, which misleads customers into thinking the agent is available for chat when they're not.
When an agent clicks 'End Chat,' there's no notification sent to the customer, leaving them unaware that the chat has ended.
'Reply' doesn't work on the mobile app, leading to replies with poor context and usability issues. "Reply' does work on the web app.
The text in the name & email field of the email/message widget makes no sense, and the support agent couldn't provide a proper response when confronted about it. - https://tinyurl.com/285z4jvl
Navigating back to your site from the Knowledge Base is cumbersome, as there's no direct link provided.
Furthermore, there's a persistent issue with the message "Invalid Date,"in the chat widget and the support team couldn't offer a satisfactory solution. - https://tinyurl.com/268ubkla
Overall, the customer support is slow and lacks proper training.
If you're looking to provide your customers with a great experience using this customer service tool, PulseDesk may disappoint both you and your customers.
Although the product has potential, it seems to have been launched prematurely.
As an early adopter, I'm willing to overlook bugs as long as they don't impact customer experience, but that's not the case with PulseDesk.
Wishing them the best of luck in improving their product!
Tried the product for about 1 week now.
Founder Team
elizaveta.karelina
May 9, 2024
Hello!
Thanks for your feedback! We will definitely take your comments into consideration. We are sorry to hear about the errors you encountered.
We know that widget and live-chat are not our strong sides. We are working on them to make them better. The major product feature is Ticketing tool.
1. If I want cname, I need to contact support, but when contact support it will take 2-3 days to reply to an email, and again they confirm that you cannot use your own domain name. So in short, advertising the Cname function for what? I've bought 2 accounts but was refunded because, after 3 days, I couldn't change the domain name.
2. Email about directory errors; no answer. The structure is quite complicated when you have to create up to three sub-directories to write articles.
Founder Team
elizaveta.karelina
May 9, 2024
Hello!
We do provide CNAME and you can change URL for Knowledge base and Client Portal. Yes, unfortunately, it takes some time.
Yes, to create article, you should create Category and Sub category. I'll check with the team to see if this can be simplified.
Verified purchaser
This is the one
I've been looking for a LTD help desk solution for a while. I've tried several in appsumo's history over the years. always there was something not quite right with how the systems work... either they were unreliable, or I couldn't get the alerts I wanted, or the SMTP wouldn't quite work. Not so with pulsedesk!
For the first time, the software does literally everything I want it to. Well.. ok my one gripe is they don't have webhook alerts, but I get around that with email alerts and pabbly.
The ticket system is super simple, and works well. It captures things like screenshots and attachments (other systems have problems with this). It allows for internal communication too very easily like you'd expect.
It has various triggers and automated actions like assigning tickets based on category, or support email etc. TBH the UI of the trigers could use some work, but I was able to make every automation I needed.
One time I couldn't quite figure out which trigger to use, I send support a message describing what I need and they told me exactly what to do.
it has some good analytics on first time to response etc. It's what you'd expect I think, but I don't use it very much tbh.
The SMTP and email system works flawlessly. This is particular sticking point for me on most systems. A lot of systems will respond to a ticket, but they will create a new thread with each response in a gmail inbox, which is annoying for customers. This responds in a way like a regular email response, so it shows up in the same thread as the original email. So if you want have an email inbox for support requests and responses, or have your main email copied on all of them (like I do), the original request, and all subsequent responses it will be organized by thread. The emails appear to and from our official support@domain.com email, something others struggled with. We're just using mailgun to send emails. Of course you don't need to use SMTP you could use support@yourcompany.pulsedesk.com to send/recieve if you want. I have a google workplace "default routing" email forwarder set up that forwards emails from support@mycompany.com to pulsedesk, and they come through flawlessly.
In short, everything just works. The last 3 support desk deals did NOT. It's been very reliable, and I couldn't be happier. I'm only using the email system, so I have no comment on the chat system or the knowledge base system.
elizaveta.karelina
May 9, 2024Thanks for your feedback!
Share Pulsedesk
Verified purchaser
A week to add CNAME and still waiting
Decided to give up on this one after waiting on support to set up my CNAME. Most platforms I have used have this service built into the admin panel and it normally takes a couple of hours max. Apparently, with Pulsedesk it can "take a week or so" to configure this and must be done by contacting support, after not hearing anymore I gave up! I would assume most people would want to integrate this into their DNS/Domain so I can't understand why this is made to be so frustrating.
Share Pulsedesk
Verified purchaser
PulseDesk is an outstanding platform.
It is highly user-friendly, and the customer support is exceptionally helpful. Having tried multiple platforms, PulseDesk truly stood out, catching my eye and exceeding all my expectations.
I highly recommend it.
Share Pulsedesk
Verified purchaser
Below average product, I don't think they're ready for launch yet
While many products on AppSumo offer lifetime pricing for early adopters, PulseDesk falls short in delivering a satisfying experience.
Despite having typical features in their Ticketing system, many of them either don't function well or are poorly thought through.
For instance, the agent can never go offline, which misleads customers into thinking the agent is available for chat when they're not.
When an agent clicks 'End Chat,' there's no notification sent to the customer, leaving them unaware that the chat has ended.
'Reply' doesn't work on the mobile app, leading to replies with poor context and usability issues. "Reply' does work on the web app.
The text in the name & email field of the email/message widget makes no sense, and the support agent couldn't provide a proper response when confronted about it. - https://tinyurl.com/285z4jvl
Navigating back to your site from the Knowledge Base is cumbersome, as there's no direct link provided.
Furthermore, there's a persistent issue with the message "Invalid Date,"in the chat widget and the support team couldn't offer a satisfactory solution. - https://tinyurl.com/268ubkla
Overall, the customer support is slow and lacks proper training.
If you're looking to provide your customers with a great experience using this customer service tool, PulseDesk may disappoint both you and your customers.
Although the product has potential, it seems to have been launched prematurely.
As an early adopter, I'm willing to overlook bugs as long as they don't impact customer experience, but that's not the case with PulseDesk.
Wishing them the best of luck in improving their product!
Tried the product for about 1 week now.
elizaveta.karelina
May 9, 2024Hello!
Thanks for your feedback! We will definitely take your comments into consideration. We are sorry to hear about the errors you encountered.
We know that widget and live-chat are not our strong sides. We are working on them to make them better. The major product feature is Ticketing tool.
Again, sorry for the inconvenience.
Share Pulsedesk
Verified purchaser
slow support & config
Quite a waste of time
1. If I want cname, I need to contact support, but when contact support it will take 2-3 days to reply to an email, and again they confirm that you cannot use your own domain name. So in short, advertising the Cname function for what?
I've bought 2 accounts but was refunded because, after 3 days, I couldn't change the domain name.
2. Email about directory errors; no answer. The structure is quite complicated when you have to create up to three sub-directories to write articles.
elizaveta.karelina
May 9, 2024Hello!
We do provide CNAME and you can change URL for Knowledge base and Client Portal. Yes, unfortunately, it takes some time.
Yes, to create article, you should create Category and Sub category. I'll check with the team to see if this can be simplified.
Thanks for your comment.
Share Pulsedesk