Helpdesk Software for Georgia

2025. OpenAI Assistant is now available in Deskie



Customer support software Deskie have added integration with OpenAI's LLM model and customizable AI agent based on OpenAI technologies. When answering customer's questions it can take into account the context of a conversation and depending on the activated tools, search for information in pre-loaded data. This increases the number of useful use cases and improves the quality of OpenAI responses. When setting up an assistant, you upload general information about your product - documentation, knowledge base, specifications and other materials. This data is used to answer standard questions about the product. It either does not change at all during the user interaction, or changes infrequently.


2025. HelpDeskEddy adds translator for support responses



The new translator inside service desk system HelpDeskEddy facilitates interactions with customers who speak different languages. It allows you to translate incoming messages into Russian and send responses in the customer's language for effective communication. This solution helps overcome language barriers and improve customer service. All major languages including Georgian ​​are already available, but the developers can add additional languages ​​upon request. The system also features a new knowledge base theme option. Furthermore, the company has provided access to customize the theme's appearance, allowing customers to make minor and major changes to its appearance, from colors to the arrangement of elements.


2022. Freshdesk Contact Center gets live dashboard



A new update of the Freshdesk customer support service has been released. The Freshdesk Contact Center now features a Live Dashboard. With it, call center agents can directly handle high-priority calls without having to wait for them to be routed. Additionally, Freshservice users can now extend the escalation timeframe between all levels to 7 days. Previously, this time was limited to 30 minutes, but now they can set the desired interval in minutes, hours, and days.

2021. ServiceNow adds no-code builder for Service desk agents



ServiceNow, says that distributed work has advanced the idea of putting software building into the hands of every employee. So, the company has decided to develop a new area called Creator Workflows, which are designed to help workers build new workflows suited to their needs. It provides the main development environment where users can drag and drop the components they need to build workflows that make sense for them. The templates take that ease of use a step further by providing a framework for some common tasks.


2020. Bank of Georgia automated its internal service on the Creatio platform



Bank of Georgia, one of the largest and most innovative commercial banks in Georgia, built a Service Desk on the Creatio platform to automate its internal service. In the first year after implementation, the number of processed requests increased by 127%, and the bank's team now processes approximately 1,000 requests daily. Service Desk Creatio's target users included various departments of the bank, including support, development, customer service, and IT security. The project included integrating Creatio with the bank's internal tools, setting up an end-to-end request processing process, launching a self-service portal, and much more. The implementation was carried out by a joint team of the client and Sales'Up, a partner of Terrasoft Ukraine.


2018. Zendesk launched customer service content management platform



Zendesk announced a new enterprise content management product specifically geared for large customer service organizations. It’s called Guide Enterprise and it’s designed to provide those larger customer service organizations with a knowledge base and a content management platform for editorial planning and review. The idea is to empower customer service reps to write up solutions to problems they encounter and build up that knowledge base as part of the natural act of doing their jobs. The reps can find their fellow employees’ notes and not have to reinvent the wheel every time, and the notes and articles they write can pass through editorial review and become part of the permanent knowledge base. When customers hit the site or app, they can access solutions to common problems before having to talk to a human. The platform also includes reminders to check the content regularly so the knowledge base stays fresh and stale content is removed.