Helpy

What do you like best?

Helpy meets all the requirements required by the organization where I work. I like it, because it has a help desk board in real time, which shows the cases received, pending and resolved, as well as the average response or resolution time. It also has a section of reports that provides information about the incidents by agent in an estimated date of time.

What do you dislike?

Honestly the interface has some resolution problems, since it is not fully responsive, so it does not adapt to some screen sizes, however, you can solve it by reducing or increasing the size in the browser.

Recommendations to others considering the product:

Helpy is an open source help desk solution. I recommend you review your offer of features, which will surely interest you, for example, chatbots to automate certain tasks, so as to reduce the work for your employees.

What problems are you solving with the product? What benefits have you realized?

My work involves monitoring our databases or tools in the cloud 24 hours a day, so Helpy plays a fundamental role in alerting agents about any inconvenience in any of the services. Currently we can evaluate the agents through their reporting tools, so that we can know their response time or resolution by incident.