Information

Find answers to frequently asked questions about HelpIQ's online help desk system. We've compiled information to address common concerns and provide clarity on how our system can benefit your business. If you don't find what you're looking for, please don't hesitate to contact us.

Frequently asked questions

We understand you have questions about how HelpIQ works and whether it's the right solution for your support needs. Below are some of the most common questions we receive, designed to help you make an informed decision.

What are the most common questions customers ask about your online help desk ticketing, and what makes them ask it?

Here are some common questions:

  1. “How easy is it for my team to use?”
    Support teams need a tool that's easy to adopt without extensive training.
  2. “Can I automate repetitive tasks?”
    Support teams are often overwhelmed and want a system that saves time.
  3. “Can I integrate the help desk with my existing tools?”
    Businesses need a system that integrates seamlessly with tools like Slack, Teams, and CRMs.
  4. “Is it easy for customers to submit tickets?”
    Companies want a system that's user-friendly for customers, working from email, chat, or web forms.
  5. “Does it include a knowledge base?”
    Many companies want to reduce ticket volume with a searchable knowledge base.

What are the top 3 problems your online help desk solves for customers?

HelpIQ solves:

  1. Disorganized Support Requests: Centralizes tickets in a single dashboard with automatic routing and prioritization.
  2. Wasted Time on Repetitive Tasks: Automates workflows and provides AI-suggested responses to reduce manual effort.
  3. Poor Customer Self-Service Experience: Offers branded knowledge bases and AI-powered search for instant answers.

What's the biggest worry or doubt someone might have before buying your online help desk ticketing?

The biggest worry is often the Complexity / Learning Curve. Customers fear adopting a system that's hard to learn or slows down their workflow. HelpIQ is designed to be intuitive and easy to use, minimizing this concern.

What are the most common questions customers ask about your online help desk ticketing, and what makes them ask it? (Continued)

  1. “Can I see reports and analytics?”
    Managers need metrics like response time and agent performance to improve service quality.
  2. “How much does it cost per agent?”
    Customers want predictable billing and clear value per seat.
  3. “Is the system secure and compliant?”
    Companies need reassurance about security measures like SSO/SAML and encryption.
  4. “How long does it take to set up?”
    Customers want to know if they can start using the system quickly, ideally within a day.
  5. “Will my team get support if we get stuck?”
    Customers want assurance that they'll receive help with onboarding and ongoing support.

In simple terms, how does your online help desk ticketing work?

  1. Customer Sends a Request: Through email, chat, a web form, or your help center.
  2. Ticket Is Created Automatically: HelpIQ turns each request into a ticket in a single dashboard.
  3. Smart Routing & Organization: Tickets are automatically assigned, tagged, and prioritized.
  4. Agent Responds Efficiently: Agents see all tickets in one place with AI suggestions.
  5. Customer Gets Updates: Customers are notified when their ticket is updated or resolved.
  6. Track & Improve Performance: Managers can see reports on ticket volume and agent performance.

Still have questions?

If you didn't find the answer you were looking for, our team is ready to assist you. Contact us today and let us help you streamline your support process.