Helpdesk Software for Estonia

2025. HelpDeskEddy adds AI-powered ticket analytics



Estonian system HelpDeskEddy has implemented artificial intelligence capabilities to analyze the quality of helpdesk request processing. The AI ​​can now read the entire contents of a ticket and summarize the information: it describes what happened in the request, what issues were addressed, and what solution the agent provided. The AI ​​can also assess the customer's mood, the agent's performance, determine the topic of the request, and even assign a category. All collected analytics can then be downloaded in reports.


2025. Deskie gets Microsoft Teams channel



Microsoft Teams has replaced the Skype channel in the ticketing software Deskie. Now you can receive messages from users in this channel and reply to them from Omnidesk. Connecting to a Microsoft Teams channel is done via an app built within Microsoft infrastructure. Make sure your Teams subscription and workspace meet the requirements for creating such an app, and familiarize yourself with any limitations that may affect the integration. Creating Microsoft Teams apps is only available to users with Microsoft 365 commercial or government licenses. A Microsoft Teams subscription or any Microsoft 365 plan that includes Teams is required to get started.


2022. Freshservice integrated with GoodData



Service Desk software Freshservice integrated with analytical platform GoodData to allow employees more accurately analyze support quality, identify bottlenecks, and improve IT service. With GoodData, agents can quickly create analytical reports, and managers will receive alerts about sudden changes in various metrics. Other convenient features include complex and customizable metrics for in-depth analysis, dynamic dashboards, and benchmarking metrics.

2014. New Zendesk Voice raises the bar for phone support



Helpdesk service Zendesk updated its phone support feature Zendesk Voice. The new version, built upon the Twilio platform, is now available in 39 countries. Leveraging Twilio’s global network of data centers, calls are delivered quickly and clearly. You can launch a call center in minutes by using built-in functionality that allows agents to make and receive calls from within the browser, or forward calls to another line. By bringing customer information, contact history and internal knowledge bases right into the agent desktop, providing phone support has never been easier.


2001. Previo has released a new version of eSupport Essentials.

Previo, an Estonian developer of helpdesk and IT software, announced the release of a new version of its product, eSupport Essentials 4.0. Along with the capabilities already available in previous versions (such as saving and quickly restoring data on multiple PCs simultaneously, remote administration, and complete recovery of stolen or damaged data), the new version of eSupport Essentials 4.0 offers a migration tool - convenient and fully automated transfer of all user data, settings, and configurations from one computer to another. This functionality provides a simple solution for software and PC upgrades for large corporate clients, enabling them to replace existing computers with more powerful ones and migrate to modern operating systems and programs. Previo is an innovator in 24/7 computer system support technology in the evolving corporate standards environment. Previo's clients include Motorola, Prudential, Nokia, the Pepsi-Cola Company, and other world-renowned companies. The company, formerly known as Stac, was known for its programs Stacker, ReachOut, Replica Tape, and for winning a lawsuit against Microsoft. Headquartered in San Diego, California, the company's software development and testing are carried out at its Estonian branch in Tallinn.