Helpdesk Software for Azerbaijan

2025. Deskie now allows to answer customer questions in Telegram



Deskie helpdesk system now allows agents to reply to comments under posts in a Telegram channel. The replies will appear both in the discussion group and directly below the post. Comments under channel posts are technically threads within the corresponding discussion group. When a user clicks "comments" under a post, they are taken to a separate thread within that group. All messages posted under the post are saved in this thread, and Telegram displays them both in the group and directly below the post for convenience. If a bot replies "in a comment under a post," it is actually writing in the associated thread within the discussion group. Therefore, the bot's message is visible both in the group and directly below the channel post.


2024. HelpDeskEddy now supports integration with GPT-based chatbots



The developers of HelpDeskEddy have added the ability to integrate the GPT model into their own bot builder. A GPT-based bot provides users with faster, automated responses and helps solve various problems without human intervention. It connects to various communication channels and can communicate with clients 24/7. This works through integration with various GPT-based services. The bot first needs to be activated and then trained, for example, using the HelpDeskEddy knowledge base. If the bot doesn't understand the request or the client prefers to speak with a live person, the conversation will be instantly transferred to an operator. The entire conversation history is saved within the ticket, so the technical support representative will quickly understand the context of the conversation.


2022. Freshdesk Messaging adds Chat analytics



The Freshdesk Messaging live chat service now features advanced analytics, allowing you to drill down into customer request types, request volume, and other metrics to intelligently allocate resources. You can also analyze the productivity of each employee and help them address challenges.

2020. Zendesk’s latest tools designed to give fuller view of the customer



Two years ago Zendesk, which is widely known for its help desk software, made the move to CRM when it acquired Base. A little later that year, it announced the Sunshine platform, which customers could use to build applications on top of the Zendesk platform. It has been working to integrate the CRM tool more broadly into the platform, and today’s announcement is about giving Zendesk users a broader view of its customers. Zendesk has a great amount of data at its disposal about the customer’s likes and dislikes based on interactions with the help desk side of the house.


2018. ServiceNow created helpdesk-chatbot platform



ServiceNow unveiled new chatbot building tool called Virtual Agent that provides developers a way to create an automated bot-driven process for routine helpdesk requests. The company claims that you can build these bots to provide end-to-end service. Meaning if you tell the bot you need a new phone, it can pull your records, understand what you currently have and order a new one all in the same interaction — and all within a common messaging interface such as Slack or Microsoft Teams. It also works for customer service transactions to process routine customer inquiries without having to route them to a CSR to answer typical questions.