HelpDeskEddy

05.12.25. 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. HelpDeskEddy updated UI of the ticket list



The developers of HelpDeskEddy have redesigned the helpdesk system's ticket interface, taking into account current UI/UX trends and user feedback. The ticket list now offers significantly more space and less visual clutter. The arrangement of filters, labels, search buttons, status colors, priorities, and ticket types has been redesigned, along with many other improvements - all to make it easier for operators to work and more conveniently handle customer requests.


2025. HelpDeskEddy gets navigation bar



HelpDeskEddy has added multi-level navigation bar that can now be applied to the Helpdesk system's ticket interface. This allows to add custom links and quickly navigate to various CRM systems, personal accounts, online stores, and other links at the administrator's discretion. The bar can also accommodate multi-level drop-down lists and fully customize its content and appearance. A notification feed for employees and clients has also been added. It can be used to post updates, communicate important news, propose, and more. Administrators can customize the bar's content: they can edit the text, style, size, and color of the bar.


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.


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.


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. 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.


2021. HelpDeskEddy unveiled its own Marketplace


The developers of the popular helpdesk system HelpDeskEddy have launched their own marketplace, which already offers dozens of apps for their platform. This feature will significantly expand the system's capabilities. Plugins allow you to integrate HelpDeskEddy with other CRM systems, manage the system's interface, and customize the system to meet specific client needs without changing the core system. Any user of the system can develop and use their own app (not yet available on the marketplace), and adding your own app to the store is handled through support. Currently, all available plugins are free.


2017. HelpDeskEddy to provide free SSL certificates to clients



Starting in October, the Chrome browser will pay even more attention to web services that don't have an SSL certificate. For this reason, HelpDeskEddy now automatically installs a certificate free of charge. The system also now features automatic ticket blocking, which is a significant help when clients try to put all their questions in a single ticket, especially one that's already closed, thereby corrupting the statistics and history of their requests. In the dispatcher, you can now use previously released custom fields when filtering requests and creating macros. Furthermore, new access rights management features have been added for departments and user groups. A global audit tool has been added to allow administrators to view the entire log of actions performed on system settings.


2014. HelpDeskEddy automates customer support and document management



Latvian service HelpDeskEddy is a fairly powerful online customer support system. It includes the HelpDesk ticket management system, knowledge base, client portal, chat, time tracking system, and document management system. Users have extensive customization options: departments, user groups, permissions, and the ability to receive tickets via email (from multiple mailboxes) and through a website form. Email/SMS notifications, email templates, and an analysis of employee and client workloads are also available. The system is offered as SaaS by default, but custom implementation is possible with individual modifications and the programming of specific business processes (including on the client's server). The SaaS version costs 5 euros per month per user.