Top 10 Helpdesk 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.


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.


2024. Salesforce Introduced Einstein Service Agent



Salesforce has unveiled AI customer service agent called Einstein Service Agent. This agent uses generative artificial intelligence (GenAI) to handle digital customer queries of varying complexity without the need to pre-program responses. For the AI ​​agent to work, contact centers must connect it to their trusted knowledge bases, data warehouses, and other important external information sources. The solution is built on the Einstein 1 platform and is currently in pilot testing, but Salesforce promises general availability by the end of the year. Although Salesforce is currently actively promoting the use of generative AI with the announcement of autonomous agents, most customers will be cautious and require further proof of the technology's reliability before implementing it.

2022. HelpDeskEddy gets new tool for ticket distributing



HelpDeskEddy now has a new mode EddyPlay (similar to Zendesk's Play mode), which prevents operators from selecting the simplest tickets or the requests they like most. The tool adds a button that, when clicked, automatically opens and assigns a ticket from an open filter that was received earlier than others, is still unassigned, and whose last response was from a client. This functionality significantly optimizes the process and speed of ticket processing, making distribution fair and convenient for employees.


2020. Facebook buys helpdesk startup Kustomer for $1B



Facebook is acquiring Kustomer, a startup founded with the aim of disrupting the customer services industry with a new approach to providing agents with better data and a more unified picture of users by bringing together the many social media and other channels and longer history between them and the company in question. The social network has been slowly building up a big business providing customer services to businesses on its platform, and the plan now is to double down on that with a platform that will do much more of that, potentially as a paid service. As Facebook starts to see more keen competition from the likes of Snapchat, TikTok, having a better product to sell businesses alongside their other services will give Facebook a better way of locking them into the Facebook ecosystem.


2012. Freshdesk gamifies Customer Service



Gamification has finally reached customer support space. And this is good, because tech support agents often ask themselves "Why am I doing this job?" after talking with some tough customers, and an the extra motivation (via game mechanics) can help them in such moments. One of the pioneers in helpdesk gamification is Freshdesk. They have inbuilt the classical game mechanics into their solution: it awards points based on several factors, including the amount of time it takes to close a ticket, whether an issue is resolved in one call, and customer satisfaction. Points can be tracked through internal leaderboards, and agents will be able to rise through several levels, starting with “Support Newbie” and rising to “Support Guru”. It's interesting that (already super-popular) Freshdesk was founded last year by former Zoho top manager Girish Mathrubootham (who led the development of ManageEngine). He decided to leave his comfortable place at Zoho and create the own startup after reading one brief comment under the news that Zendesk raises prices for its helpdesk-service.