Helpdesk Software for Armenia

2025. Deskie added termination warnings to support chat



Active chats in Deskie are displayed in a separate window, accessible via the chat icon in the upper-right corner of the agent's account. Chats automatically end after a preset timeout period. Once ended, chats are moved to the all-in-one ticket list, and any new message from the user or agent will reactivate them. Previously, chats could automatically end without any visible notification - even if the agent was still working on them, for example, preparing a response or simultaneously communicating with another customer. In such situations, formerly agent had to go to the all-in-one ticket list, find the relevant ticket next to the chat with the "open" status and send a response to continue the conversation. Now, Deskie will warn you in advance of the impending automatic end of an active chat and offer the option to keep it active.


2024. HelpDeskEddy adds AI prompter to assist support operators



A new AI prompter in the HelpDeskEddy will help customer support service employees answer customer questions faster and better. It appears in HelpDeskEddy tickets as a pop-up window, where the operator can find the information they need in the knowledge base, CRM, or other corporate systems, and the prompter will display it as contextual tips on the operator's screen. This allows less experienced operators to answer customer questions faster without distracting more senior colleagues - the key is to fully populate the data source from which the prompter draws information.


2022. Freshdesk gets Agent Performance Ratings



New Quality Coach feature in Freshdesk helps to maintain high levels of customer support, even in a remote work environment with dispersed teams. It allows you to accurately assess employee performance and quickly identify weaknesses to improve customer service. Using Quality Coach, you can receive feedback on specific requests, train employees to address knowledge gaps, improve the customer experience, establish support quality standards, and eliminate the need for third-party apps to measure performance. This feature is available to Enterprise plan users.

2021. Armenian field service app ServiceTitan raised $200M



ServiceTitan, a software developer for companies providing on-site service, founded in 2013 by Ara Mahdesyan and Vahe Kuzoyan, has raised $200 million in funding. The company's revenue is estimated at $9.5 billion. Over the past two years, ServiceTitan has doubled its key financial metrics. For any household issues, such as plumbing and drainage, electrical maintenance and repair, garage door service, and air conditioning, people in the US turn to specialized companies that dispatch the appropriate specialists to resolve the problem. Service Titan offers its online service to these companies, enabling them to provide high-quality service to their clients and easily manage their businesses.


2018. Zendesk launched customer service app builder



Zendesk announced Zendesk Sunshine, a new platform for creating customer-focused applications on top of Zendesk’s toolset. Companies can build apps on top of Sunshine, typically customer experience or customer relationship apps, and they will be hosted natively on AWS and have access to all the AWS services. And all of the applications rely on the Sunshine platform for information sharing. This approach is aimed at helping Zendesk customers build applications to take advantage of the data they are collecting inside of Zendesk as a natural byproduct of doing work with the service, but over time independent developers could begin working on the platform too.