Customer Support Software for Eastern Europe

2025. Deskie updated its Emoji panel



Customer support service Deskie has updated its emoji library, added new features and optimized the dashboard, making it more user-friendly for agents and improving customer communication. Nearly 500 new icons have been added, along with a search function (you can now find emoji by keyword in both English and Turkish). The editor now displays the emoji itself, not their codes. Emoji are now available in macros and rule actions. The list of recently used emoji has been expanded to 18. Agents and administrators have separate "Recently Used" lists. However, the same list is used within a single account, even if you log in from a different browser or device.


2025. HelpDeskEddy gets navigation bar



HelpDeskEddy has added multi-level navigation bar that can now be applied to the Helpdesk system's ticket interface. This allows to add custom links and quickly navigate to various CRM systems, personal accounts, online stores, and other links at the administrator's discretion. The bar can also accommodate multi-level drop-down lists and fully customize its content and appearance. A notification feed for employees and clients has also been added. It can be used to post updates, communicate important news, propose, and more. Administrators can customize the bar's content: they can edit the text, style, size, and color of the bar.


2024. Freshworks unveiled AI agent Freddy



Freshworks has unveiled Freddy AI Agent – a new generation of easy-to-use autonomous service agents. It can be deployed in minutes and help customer support to autonomously resolve up to 40% of service requests. Freddy learns from existing documents and websites. You just point Freddy to websites and other learning materials, and the agent will crawl through the resources and learn on its own. Freddy AI Agent personalizes and contextualizes conversations in multiple languages across multiple channels. Freddy AI Agent operates 24/7 across tools like Microsoft Teams, Slack and other internal collaboration channels to assist employees when they need it.

2024. Zendesk updated AI assistant for customers and agents



Zendesk has unveiled an updated AI voice support solution that enables helpdesk agents to engage with customers in a more personalized manner and resolve more complex issues. Customers can now communicate naturally with an adaptive AI voice agent that works 24/7 and resolves issues autonomously, escalating them to a human only when necessary. Updates include call monitoring, routing, and queue management—enabling human agents to avoid routine tasks and focus on assisting customers in complex situations. Furthermore, the AI ​​assistant will provide support agents with contextual data about the calling customer, such as their sentiment and intent, and help them quickly find answers from the knowledge base.


2022. Zendesk is acquired for $10.2B



Zendesk turned down a $17 billion acquisition in February believing it was worth more. Today it was acquired for $10.2 billion by a consortium of private equity firms, well below that original offer. But the SaaS market has shifted dramatically over the last few months, and Zendesk has been caught in the middle of it in a maelstrom of investor drama. Earlier this month, the company concluded it would stay independent, a move that caused the stock price to plunge.


2021. ServiceNow acquired RPA startup Intellibot



IT service management vendor ServiceNow became the latest company to take the robotic process automation (RPA) plunge. It has acquired India-based RPA startup Intellibot. The purchase comes at a time where companies are looking to automate workflows across the organization. RPA provides a way to automate a set of legacy processes, which often involve humans dealing with mundane repetitive work. The company can now bring RPA natively to the platform with this acquisition, yet still use RPA bots from other vendors if that’s what the customer requires.


2016. Salesforce adds messaging to Service Cloud



Salesforce launched LiveMessage, a tool that helps customer service reps manage messaging traffic just like any customer interactions in Service Cloud. It supports SMS/MMS and Facebook Messenger, but over the next year the company expects to add support for other message apps, as well. This new functionality is built with technology that came from the HeyWire acquisition in September. All of the message traffic, regardless of the tool, appears in a tabbed view in Service Cloud, just as it does with phone or web chats.


2014. HelpDeskEddy automates customer support and document management



Latvian service HelpDeskEddy is a fairly powerful online customer support system. It includes the HelpDesk ticket management system, knowledge base, client portal, chat, time tracking system, and document management system. Users have extensive customization options: departments, user groups, permissions, and the ability to receive tickets via email (from multiple mailboxes) and through a website form. Email/SMS notifications, email templates, and an analysis of employee and client workloads are also available. The system is offered as SaaS by default, but custom implementation is possible with individual modifications and the programming of specific business processes (including on the client's server). The SaaS version costs 5 euros per month per user.