Helpdesk-Software 2021: Die besten Systeme im Vergleich

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class="mobile-mini-widgets-in-menu"></div> </div> <style id="the7-page-content-style"> #main { padding-top: 40px; padding-bottom: 40px; } </style> <div class="page-title content-left gradient-bg breadcrumbs-mobile-off page-title-responsive-enabled"> <div class="wf-wrap"> <div class="page-title-head hgroup"><h1 class="entry-title">Helpdesk-Software 2021: Die besten Ticket- und Chatsysteme im Vergleich</h1></div><div class="page-title-breadcrumbs"><div class="assistive-text">Sie befinden sich hier:</div><ol class="breadcrumbs text-small" itemscope itemtype="https://schema.org/BreadcrumbList"><li itemprop="itemListElement" itemscope itemtype="https://schema.org/ListItem"><a itemprop="item" href="https://web.archive.org/web/20211208151040/https://de.borlabs.io/" title=""><span itemprop="name">Start</span></a><meta itemprop="position" content="1"/></li><li itemprop="itemListElement" itemscope itemtype="https://schema.org/ListItem"><a itemprop="item" href="https://web.archive.org/web/20211208151040/https://de.borlabs.io/blog/plugin/" title=""><span itemprop="name">Plugin</span></a><meta itemprop="position" content="2"/></li><li class="current" itemprop="itemListElement" itemscope itemtype="https://schema.org/ListItem"><span itemprop="name">Helpdesk-Software 2021: Die besten Ticket-…</span><meta itemprop="position" content="3"/></li></ol></div> </div> </div> <div id="main" class="sidebar-right sidebar-divider-off"> <div class="main-gradient"></div> <div class="wf-wrap"> <div class="wf-container-main"> <div id="content" class="content" role="main"> <article id="post-6761" class="vertical-fancy-style post-6761 post type-post status-publish format-standard has-post-thumbnail category-plugin category-74 description-off"> <div class="post-thumbnail"><div class="fancy-date"><a title="16:45" href="https://web.archive.org/web/20211208151040/https://de.borlabs.io/2020/10/13/"><span class="entry-month">Okt</span><span class="entry-date updated">13</span><span class="entry-year">2020</span></a></div><span class="fancy-categories"><a href="https://web.archive.org/web/20211208151040/https://de.borlabs.io/blog/plugin/" rel="category tag">Plugin</a></span><img class="preload-me lazy-load" src="data:image/svg+xml,%3Csvg%20xmlns%3D'http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg'%20viewBox%3D'0%200%202400%20800'%2F%3E" data-src="https://web.archive.org/web/20211208151040/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/blog_illustration_13helpdesk_solutions_article.png" data-srcset="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/blog_illustration_13helpdesk_solutions_article.png 2400w" width="2400" height="800" title="blog_illustration_13helpdesk_solutions_article" alt=""/></div><div class="entry-content"> <p>In diesem Artikel stellen wir dir die bekanntesten HelpDesk-Systeme vor und gehen auf Unterschiede ein. Wir vergleichen dafür eigenständige HelpDesk-Systeme und Helpdesk-Tools für WordPress.</p> <p>Ein HelpDesk oder User-Helpdesk ist in aller Regel ein Ticket-System, über das Kunden Anfragen einreichen und das zur Unterstützung der Anwender von Hard- und Software dient. Innerhalb des Systems arbeiten die Support-Mitarbeiter mit einer Inbox, über die alle Tickets aufgerufen und beantwortet werden können.</p> <p>HelpDesk-Systeme gibt es heutzutage als eigenständige Software-Lösungen oder als Plugin, dass ich direkt in WordPress installieren und nutzen lässt. Welche Art von HelpDesk-System du nutzt, ist nicht nur Geschmackssache: Du solltest dich ausführlich mit den Features der verschiedenen Systeme beschäftigen und dir etwa überlegen,  ob du deine WordPress-Installation zusätzlich einem Support-Plugin belasten möchtest.</p> <div id="ez-toc-container" class="ez-toc-v2_0_17 counter-hierarchy counter-decimal"> <div class="ez-toc-title-container"> <p class="ez-toc-title">Inhaltsverzeichnis</p> <span class="ez-toc-title-toggle"></span></div> <nav><ul class="ez-toc-list ez-toc-list-level-1"><li class="ez-toc-page-1 ez-toc-heading-level-2"><a class="ez-toc-link ez-toc-heading-1" href="#eigenstaendige-helpdesk-loesungen" title="Eigenständige HelpDesk-Lösungen">Eigenständige HelpDesk-Lösungen</a><ul class="ez-toc-list-level-3"><li class="ez-toc-heading-level-3"><a class="ez-toc-link ez-toc-heading-2" href="#helpscout" title="HelpScout">HelpScout</a></li><li class="ez-toc-page-1 ez-toc-heading-level-3"><a class="ez-toc-link ez-toc-heading-3" href="#freshdesk" title="FreshDesk">FreshDesk</a></li><li class="ez-toc-page-1 ez-toc-heading-level-3"><a class="ez-toc-link ez-toc-heading-4" href="#zendesk" title="ZenDesk">ZenDesk</a></li><li class="ez-toc-page-1 ez-toc-heading-level-3"><a class="ez-toc-link ez-toc-heading-5" href="#livezilla" title="LiveZilla">LiveZilla</a></li><li class="ez-toc-page-1 ez-toc-heading-level-3"><a class="ez-toc-link ez-toc-heading-6" href="#tawkto" title="Tawk.to">Tawk.to</a></li><li class="ez-toc-page-1 ez-toc-heading-level-3"><a class="ez-toc-link ez-toc-heading-7" href="#intercom" title="Intercom">Intercom</a></li><li class="ez-toc-page-1 ez-toc-heading-level-3"><a class="ez-toc-link ez-toc-heading-8" href="#userlike" title="Userlike ">Userlike </a></li><li class="ez-toc-page-1 ez-toc-heading-level-3"><a class="ez-toc-link ez-toc-heading-9" href="#helpdesk" title="HelpDesk ">HelpDesk </a></li><li class="ez-toc-page-1 ez-toc-heading-level-3"><a class="ez-toc-link ez-toc-heading-10" href="#kayako" title="Kayako ">Kayako </a></li><li class="ez-toc-page-1 ez-toc-heading-level-3"><a class="ez-toc-link ez-toc-heading-11" href="#crisp-chat" title="Crisp Chat">Crisp Chat</a></li><li class="ez-toc-page-1 ez-toc-heading-level-3"><a class="ez-toc-link ez-toc-heading-12" href="#rocket-chat" title="Rocket Chat ">Rocket Chat </a></li><li class="ez-toc-page-1 ez-toc-heading-level-3"><a class="ez-toc-link ez-toc-heading-13" href="#tidio" title="Tidio ">Tidio </a></li><li class="ez-toc-page-1 ez-toc-heading-level-3"><a class="ez-toc-link ez-toc-heading-14" href="#kustomer" title="Kustomer ">Kustomer </a></li><li class="ez-toc-page-1 ez-toc-heading-level-3"><a class="ez-toc-link ez-toc-heading-15" href="#alle-eigenstaendige-helpdesk-loesungen-auf-einen-blick" title="Alle eigenständige Helpdesk-Lösungen auf einen Blick">Alle eigenständige Helpdesk-Lösungen auf einen Blick</a></li></ul></li><li class="ez-toc-page-1 ez-toc-heading-level-2"><a class="ez-toc-link ez-toc-heading-16" href="#wordpress-helpdesk-loesungen" title="WordPress Helpdesk-Lösungen">WordPress Helpdesk-Lösungen</a><ul class="ez-toc-list-level-3"><li class="ez-toc-heading-level-3"><a class="ez-toc-link ez-toc-heading-17" href="#awesome-support" title="Awesome Support">Awesome Support</a></li><li class="ez-toc-page-1 ez-toc-heading-level-3"><a class="ez-toc-link ez-toc-heading-18" href="#wsdesk" title="WSDesk">WSDesk</a></li><li class="ez-toc-page-1 ez-toc-heading-level-3"><a class="ez-toc-link ez-toc-heading-19" href="#supportcandy" title="SupportCandy">SupportCandy</a></li><li class="ez-toc-page-1 ez-toc-heading-level-3"><a class="ez-toc-link ez-toc-heading-20" href="#totaldesk" title="TotalDesk">TotalDesk</a></li><li class="ez-toc-page-1 ez-toc-heading-level-3"><a class="ez-toc-link ez-toc-heading-21" href="#support-board" title="Support Board">Support Board</a></li><li class="ez-toc-page-1 ez-toc-heading-level-3"><a class="ez-toc-link ez-toc-heading-22" href="#minervakb" title="MinervaKB">MinervaKB</a></li><li class="ez-toc-page-1 ez-toc-heading-level-3"><a class="ez-toc-link ez-toc-heading-23" href="#alle-wordpress-helpdesk-loesungen-auf-einen-blick" title="Alle WordPress HelpDesk-Lösungen auf einen Blick">Alle WordPress HelpDesk-Lösungen auf einen Blick</a></li></ul></li><li class="ez-toc-page-1 ez-toc-heading-level-2"><a class="ez-toc-link ez-toc-heading-24" href="#fazit" title="Fazit">Fazit</a></li></ul></nav></div> <h2><span class="ez-toc-section" id="eigenstaendige-helpdesk-loesungen"></span>Eigenständige HelpDesk-Lösungen<span class="ez-toc-section-end"></span></h2> <h3><span class="ez-toc-section" id="helpscout"></span>HelpScout<span class="ez-toc-section-end"></span></h3> <div class="wp-block-image image-shadow"><figure class="aligncenter size-large"><img loading="lazy" width="1024" height="472" src="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/helpscout-1024x472.png" alt="" class="wp-image-6763" srcset="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/helpscout-1024x472.png 1024w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/helpscout-300x138.png 300w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/helpscout-768x354.png 768w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/helpscout-1536x708.png 1536w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/helpscout.png 1602w" sizes="(max-width: 1024px) 100vw, 1024px"/></figure></div> <p>Mit <a href="https://web.archive.org/web/20211208151040/https://www.helpscout.com/email-management-software/" target="_blank" rel="noreferrer noopener">HelpScout</a> kannst du E-Mails sowie Chats innerhalb eines Ticketsystems einfach und unkompliziert managen. Dafür kannst du in HelpScout mehrere Postfächer für verschiedene Teams sowie Kundenmails erstellen. So können über ein Dashboard mehrere Projekte organisiert werden. </p> <p>Eingegangene Tickets können mit privaten Notizen versehen werden und für häufig gestellte Fragen kannst du vorgefertigte Antworten erstellen, die du bei Bedarf ganz einfach via Klick einfügen kannst. </p> <p>Innerhalb eines Tickets hat jeder HelpDesk-Mitarbeiter in der Seitenleiste eine Übersicht über alle für den Kunden hinterlegten Kontaktdaten, Zugriff auf frühere Konversationen oder sonstige Aktivitäten wie z. B. Käufe oder Rechnungen. Neben der Erstellung automatisierter Workflows verfügt HelpScout über eine Vielzahl von Integrationsmöglichkeiten sowie eine API-Schnittstelle für die Kommunikation mit Drittanbieter-Tools. </p> <p><strong>Die wichtigsten Funktionen im Überblick: </strong></p> <ul><li>Ticket- und Live-Chatsystem</li><li>Smartphone-App</li><li>Automatisierte Workflows</li><li>Reports</li><li>Tool-Integrationen</li><li>API</li><li>Bewertungssystem</li></ul> <p>HelpScout kann für 15 Tage kostenlos getestet werden. Im Anschluss stehen dir 3 Lizenzen für die Verwendung des HelpDesk-Systems zur Verfügung. Hierzu zählt Standard (25 $ mtl. / 20 $ jährlich), Plus (40 $ mtl. / 35 $ jährlich) sowie Company. Die Company-Lizenz richtet sich an Unternehmen, welchen die Standard- und Plus-Lizenz nicht ausreicht (individuelles Angebot). </p> <p>Für die gebotene Funktionalität ist HelpScout günstig. Vergleichbare Systeme kosten deutlich mehr.</p> <h3><span class="ez-toc-section" id="freshdesk"></span>FreshDesk<span class="ez-toc-section-end"></span></h3> <div class="wp-block-image image-shadow"><figure class="aligncenter size-large"><img loading="lazy" width="1024" height="551" src="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/freshdesk-1024x551.png" alt="" class="wp-image-6764" srcset="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/freshdesk-1024x551.png 1024w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/freshdesk-300x161.png 300w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/freshdesk-768x413.png 768w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/freshdesk.png 1419w" sizes="(max-width: 1024px) 100vw, 1024px"/></figure></div> <p>Bei <a href="https://web.archive.org/web/20211208151040/https://freshdesk.com/" target="_blank" rel="noreferrer noopener">FeshDesk</a> handelt es sich um ein reines Ticketsystem, in dem du Kundenanfragen zentral an einem Ort verwalten kannst. Wie auch mit anderen Helpdesk-Systemen kannst du mit FreshDesk im Team arbeiten und so Tickets gemeinsam bearbeiten. Um eine “Kollision” zu vermeiden können alle Teammitglieder sofort sehen, wenn ein HelpDesk-Mitarbeiter bereits ein Ticket geöffnet hat. </p> <p>Innerhalb von FreshDesk können einzelne Prozesse vollständig automatisiert werden, so z. B. die Zuordnung an einzelne Mitarbeiter oder die Kategorisierung. FreshDesk erlaubt außerdem die Integration von Social-Media-Kanälen wie z. B. Facebook- und Twitter-Nachrichten. Auch  WhatsApp kann problemlos in das Ticketsystem integriert werden. </p> <p>Wie in anderen HelpDesk-Systemen kannst du auch in Freshdesk für häufig gestellte Fragen k vorgefertigte Antworten erstellen oder eine Wissensdatenbank anlegen. </p> <p><strong>Die wichtigsten Funktionen im Überblick: </strong></p> <ul><li>Ticketsystem</li><li>Automatisierte Workflows</li><li>Reports</li><li>Wissensdatenbank</li><li>Add-Ons</li><li>Bewertungssystem</li></ul> <p>Alle angebotene Pakete von FreshDesk können bis zu 21 Tage kostenlos getestet werden. FreshDesk bietet außerdem eine im Funktionsumfang stark eingeschränkte kostenlose Lizenz an.</p> <p>Insgesamt bietet FreshDesk fünf Pakete an: Free (kostenlos), Blossom (15 € mtl. / 19 € jährlich), Garden (35 € mtl. / 45 € jährlich), Estate (49 € mtl. / 69 € jährlich) und Forest (99 € mtl. / 125 € jährlich).</p> <p>Zu jedem dieser Pakete können außerdem von FreshDesk zur Verfügung gestellte Add-Ons hinzugebucht werden. Beim Preis-Leistungs-Verhältnis liegt Freshdesk im mittleren Bereich. </p> <h3><span class="ez-toc-section" id="zendesk"></span>ZenDesk<span class="ez-toc-section-end"></span></h3> <div class="wp-block-image image-shadow"><figure class="aligncenter size-large"><img loading="lazy" width="1024" height="523" src="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/zendesk-1024x523.png" alt="" class="wp-image-6765" srcset="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/zendesk-1024x523.png 1024w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/zendesk-300x153.png 300w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/zendesk-768x392.png 768w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/zendesk.png 1391w" sizes="(max-width: 1024px) 100vw, 1024px"/></figure></div> <p>Die <a href="https://web.archive.org/web/20211208151040/https://www.zendesk.de/support/" target="_blank" rel="noreferrer noopener">ZenDesk</a> Support Suite bzw. das HelpDesk-System von ZenDesk ermöglicht es dir, Konversationen aus unterschiedlichen Kanälen an einem Ort zusammenzufassen. Neben Social-Media-Messaging via WhatsApp, WeChat, Line, Facebook oder Twitter bietet ZenDesk zudem einen Live-Chat an.</p> <p>Innerhalb des HelpDesk-Systems können Statistiken eingesehen oder Berichte erstellt werden. Workflow-Automationen (Regeln) sollen den Support-Mitarbeitern die Arbeit zusätzlich erleichtern. Auch Drittanbieter-Tools können integriert werden.</p> <p><strong>Die wichtigsten Funktionen im Überblick: </strong></p> <ul><li>Ticket und Live-Chatsystem</li><li>Automatisierte Workflows</li><li>Reports / Berichte</li><li>Knowledge Base (Wissensdatenbank)</li><li>Bewertungssystem</li><li>Drittanbieter-Tools</li></ul> <p>Anders als anderen Anbieter bietet ZenDesk zwei verschiedene HelpDesk-Systeme an: Ein simples Support-System und die wesentlich umfangreichere Support-Suite. </p> <p>ZenDesk bietet fünf Varianten des einfachen Support-Systems an: Essential (5 €), Team (19 €), Professionell (49 €), Enterprise (99 €), Elite (199 €). DieSupport-Suite kommt in zwei Varianten: Support-Suite: Professionel (89 €), Enterprise (149 €). Alle Pakete können vorab kostenlos getestet werden. </p> <p>Mit seinem einfachen Support-System bietet ZenDesk auch kleinen Unternehmen die Möglichkeit, für wenig Geld auf ein innovatives Ticket-System zurückzugreifen. Die umfangreiche Support-Suite richtet sich dagegen eher an große Unternehmen, die  auch eine große Mengen an Supportanfragen bewältigen müssen. </p> <h3><span class="ez-toc-section" id="livezilla"></span>LiveZilla<span class="ez-toc-section-end"></span></h3> <div class="wp-block-image image-shadow"><figure class="aligncenter size-large"><img loading="lazy" width="1024" height="491" src="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/livezilla-1024x491.png" alt="" class="wp-image-6766" srcset="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/livezilla-1024x491.png 1024w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/livezilla-300x144.png 300w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/livezilla-768x368.png 768w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/livezilla.png 1167w" sizes="(max-width: 1024px) 100vw, 1024px"/></figure></div> <p><a href="https://web.archive.org/web/20211208151040/https://www.livezilla.net/" target="_blank" rel="noreferrer noopener">LiveZilla</a> ist ein deutsches HelpDesk-System miteiner Vielzahl von Support-Funktionen. LiveZilla bietet dir ein intelligentes Chat-System, das auf jeder beliebigen Webseite eingeblendet werden kann. Das System erkennt etwa, wie lange ein Nutzer bereits auf der Webseite surft und macht sich erst nach einer festgelegten Zeit bemerkbar. Die Chat-Box lässt sich mit nur einer Installation auf verschiedenen Seiten individuell gestalten.</p> <p>Ist der Support einmal nicht direkt über die Chat-Box erreichbar, wird das Ticket weiter in das Ticket-System geleitet. Um die Bearbeitung der eingehenden Kunden-Tickets zu erleichtern, bietet LiveZilla die Möglichkeit diese zu individualisieren.</p> <p>LiveZilla bietet darüber hinaus eine eigene App, mit der du auch unterwegs auf das Support-System zugreifen kannst. </p> <p><strong>Die wichtigsten Funktionen im Überblick: </strong></p> <ul><li>Ticket und Live-Chatsystem</li><li>Automatisierte Workflows</li><li>Reports / Berichte</li><li>Smartphone-App</li></ul> <p>LiveZilla setzt auf Einzellizenzen, statt auf Abo und bietet zu Testzwecken die kostenlose “LiveZilla One Version” (1 Nutzer) an. Die  kostenpflichtige “LiveZilla Pro Version” ist für einmalig 200 € erhältlich. </p> <h3><span class="ez-toc-section" id="tawkto"></span>Tawk.to<span class="ez-toc-section-end"></span></h3> <div class="wp-block-image image-shadow"><figure class="aligncenter size-large"><img loading="lazy" width="1024" height="512" src="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/tawk.to_-1024x512.png" alt="" class="wp-image-6767" srcset="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/tawk.to_-1024x512.png 1024w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/tawk.to_-300x150.png 300w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/tawk.to_-768x384.png 768w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/tawk.to_.png 1485w" sizes="(max-width: 1024px) 100vw, 1024px"/></figure></div> <p><a href="https://web.archive.org/web/20211208151040/http://tawk.to/" target="_blank" rel="noreferrer noopener">Tawk.to</a> ist der einzige Anbieter, der ein kostenloses, vollwertiges HelpDesk-System anbietet.  Innerhalb des Ticket-Systems können Tickets segmentiert und Regeln oder Berichte erstellt werden.  Das System erlaubt außerdem Zeit-Tracking für einzelne Tickets und eine unbegrenzte Anzahl von Support-Mitarbeitern. </p> <p>Tawk.to verfügt zudem über ein Live-Chat-System, das auf der Webseite eingeblendet werden kann, E-Mail-Benachrichtigungen, eine eigene App für Smartphones und viele Integrationsmöglichkeiten. </p> <p><strong>Die wichtigsten Funktionen im Überblick: </strong></p> <ul><li>Ticket und Live-Chatsystem</li><li>Automatisierte Workflows</li><li>Reports / Berichte</li><li>Knowledge Base (Wissensdatenbank)</li><li>Smartphone-App</li><li>Bewertungssystem</li><li>Drittanbieter-Tools</li></ul> <p>Wie bereits angesprochen, ist Tawk.to vollkommen kostenlos nutzbar. Lediglich für den Support in Muttersprache, der bei jeder Frage zum Ticket- und Live-Chatsystem zur Verfügung steht, zahlt man 1 $ die Stunde. Viele große Unternehmen setzen bereits auf Tawk.to, denn es zählt zu einem der umfangreichsten Help-Desk-Systeme auf dem Markt</p> <p>Ein Nachteil ist jedoch die Frage nach dem Datenschutz und wie dieser mit der aktuellen DSGVO in Deutschland zu vereinbaren ist. Denn wie die Daten verarbeitet werden, ist leider nicht einsehbar. Auch ist eine Zahlung nur per Kreditkarte möglich. Eine vollständige Adresse des Anbieters ist darüber hinaus ebenfalls nicht vorzufinden. </p> <h3><span class="ez-toc-section" id="intercom"></span>Intercom<span class="ez-toc-section-end"></span></h3> <div class="wp-block-image image-shadow"><figure class="aligncenter size-large"><img loading="lazy" width="1024" height="482" src="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/intercom-1024x482.png" alt="" class="wp-image-6768" srcset="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/intercom-1024x482.png 1024w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/intercom-300x141.png 300w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/intercom-768x362.png 768w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/intercom.png 1438w" sizes="(max-width: 1024px) 100vw, 1024px"/></figure></div> <p>Bei <a href="https://web.archive.org/web/20211208151040/https://www.intercom.com/customer-support-software?on_pageview_event=conversational_support_nav" target="_blank" rel="noreferrer noopener">Intercom</a> handelt es sich um ein sehr aufgeräumtes und durchdachtes Helpdesk-System. Es verfügt über eine Vielzahl an Funktionen etwa ein Live-Chat-System, eine Team-Inbox, Slack-Integration oder die Möglichkeit, automatisierte Workflows (Regeln) einzurichten. </p> <p>Wie in fast allen Support-Systemen können auch mit Intercom ausführliche Reports bzw. Berichte erstellt werden. Zudem kannst du benutzerdefinierte Bots anlegen, die etwa außerhalb der Geschäftszeiten über den Chat mit Kunden kommunizieren. </p> <p>Für die Integration von Drittanbieter-Tools bzw. Apps bietet Intercom entsprechende Schnittstellen. Es gibt außerdem eine eigene App, mit der auch über das Smartphone gearbeitet werden kann. </p> <p><strong>Die wichtigsten Funktionen im Überblick: </strong></p> <ul><li>Ticket und Live-Chatsystem</li><li>Automatisierte Workflows</li><li>Reports / Berichte</li><li>Knowledge Base (Wissensdatenbank)</li><li>Smartphone-App</li><li>Bewertungssystem</li><li>Drittanbieter-Tools</li></ul> <p>Intercom bietet zwei Pakete an, die sich in Funktionsumfang unterscheiden. Für das “Chat und Messaging”-Paket gibt es die Lizenzen Start (39 $) und Grow (99 $). Das “Automatisierung und Messaging”-Paket gibt es als Accelerate (499 $) und Scale (999 $).</p> <p>Alle Pakete lassen sich mit  zusätzlichen AddOns erweitern etwa AddOns zur verbesserten Lead-Generierung oder  für die erweiterte Support-Automatisierung. </p> <p>Preislich ist Intercom im oberen Segment angesiedelt. Dafür zählt es mit Abstand zu den Top-Help-Desk-System auf dem Markt und bietet zahlreiche Funktionen für eine reibungslosen Arbeitsablauf im Support. </p> <h3><span class="ez-toc-section" id="userlike"></span>Userlike <span class="ez-toc-section-end"></span></h3> <div class="wp-block-image image-shadow"><figure class="aligncenter size-large"><img loading="lazy" width="1024" height="513" src="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/userlike-1024x513.png" alt="" class="wp-image-6769" srcset="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/userlike-1024x513.png 1024w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/userlike-300x150.png 300w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/userlike-768x385.png 768w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/userlike.png 1446w" sizes="(max-width: 1024px) 100vw, 1024px"/></figure></div> <p><a href="https://web.archive.org/web/20211208151040/https://www.userlike.com/de/" target="_blank" rel="noreferrer noopener">Userlike</a> ist ein modernes Help-Desk-System, das mit Funktionen wie Live-Website-Chat, Kunden-Messaging, Chat-Bots und Social-Media-Messaging via WhatsApp, Facebook oder Telegram ausgestattet ist. Alle Support-Anfragen können von den jeweiligen Mitarbeitern über eine Team-Inbox eingesehen werden. </p> <p>Für ein schnelles Bearbeitender Support-Tickets erlaubt Userlike, Textvorlagen bzw.Chatvorlagen zu erstellen und automatisierte Workflows (Regeln) einzurichten. Außerdem lassen sich mit dem Chat-System Sprachnachrichten senden und empfangen. </p> <p>Userlike gestattet auch die problemlose Einbindung von Drittanbieter-Tools wie z. B. MailChimp, Hubspot oder Slack. Die Berichterstellung des Reporting ist ebenfalls möglich. Userlike bietet zusätzlich einige nützliche Datenschutz-Funktionen und kann so DSGVO-Konform genutzt werden. </p> <p><strong>Die wichtigsten Funktionen im Überblick: </strong></p> <ul><li>Ticket und Live-Chatsystem</li><li>Automatisierte Workflows</li><li>Reports / Berichte</li><li>Bewertungssystem</li><li>Drittanbieter-Tools</li></ul> <p>Userlike bietet neben kostenpflichtigen Paketen auch eine kostenlose Free-Version an. Diese ist auf ein Mitarbeiter sowie ein Widget beschränkt. Die kostenpflichtigen Pakete unterscheiden sich unter anderem in der Anzahl der möglichen Mitarbeiter, Widgets, zur Verfügung stehender AddOns sowie dem Social-Media-Messaging. Folgende Pakete stehen zur Auswahl: Team (29 €), Corporate (99 €), Business (299 €) und Flex (auf Anfrage).</p> <h3><span class="ez-toc-section" id="helpdesk"></span>HelpDesk <span class="ez-toc-section-end"></span></h3> <div class="wp-block-image image-shadow"><figure class="aligncenter size-large"><img loading="lazy" width="1024" height="438" src="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/helpdesk-1024x438.png" alt="" class="wp-image-6770" srcset="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/helpdesk-1024x438.png 1024w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/helpdesk-300x128.png 300w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/helpdesk-768x329.png 768w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/helpdesk-1536x658.png 1536w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/helpdesk.png 1567w" sizes="(max-width: 1024px) 100vw, 1024px"/></figure></div> <p><a href="https://web.archive.org/web/20211208151040/https://www.helpdesk.com/" target="_blank" rel="noreferrer noopener">HelpDesk </a>ist eines der bekanntesten und meistgenutzten HelpDesk-Systeme auf dem Markt. Zu den Funktionen zählen etwa eine gruppenbasierte Inbox, die Automatisierung von Aufgaben, das Erstellen von Textvorlagen sowie ein Live-Chat bzw. die Erstellung eines Chatbots. </p> <p>Tickets in HelpDesk können außerdem getaggt und natürlich auch Berichte erstellt werden. HelpDesk kommt außerdem mit einer Wissensdatenbank und ermöglicht es, Drittanbieter-Tools wie z. B. Slack, Hubspot, MailChimp oder auch Zapier zu integrieren. </p> <p><strong>Die wichtigsten Funktionen im Überblick: </strong></p> <ul><li>Ticket und Live-Chatsystem</li><li>Automatisierte Workflows</li><li>Reports / Berichte</li><li>Bewertungssystem</li><li>Wissensdatenbank</li><li>Drittanbieter-Tools</li></ul> <p>Helpdesk bietet eine 14-tägige Testversion an. Mit seinen Paketpreisen wie dem Starter (5 $ mtl. / 4 $ jährl.), Team ( 24 $ mtl. / 19 jährl.) sowie Enterprise (auf Anfrage), ist der Anbieter gegenüber seinen Mitbewerbern recht preisgünstig. Alle angebotenen Pakete unterscheiden sich in ihrem Funktionsumfang. </p> <h3><span class="ez-toc-section" id="kayako"></span>Kayako <span class="ez-toc-section-end"></span></h3> <div class="wp-block-image image-shadow"><figure class="aligncenter size-large"><img loading="lazy" width="1024" height="425" src="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/kayako-1024x425.png" alt="" class="wp-image-6771" srcset="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/kayako-1024x425.png 1024w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/kayako-300x125.png 300w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/kayako-768x319.png 768w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/kayako.png 1529w" sizes="(max-width: 1024px) 100vw, 1024px"/></figure></div> <p>Mit Hilfe des HelpDesk-Systems von <a href="https://web.archive.org/web/20211208151040/https://www.kayako.com/" target="_blank" rel="noreferrer noopener">Kayako</a> können Support- / Kundenanfragen innerhalb einer modernen Inbox und im Team bearbeitet werden. Dafür stellt Kayoko eine Vielzahl von Funktionen wie z. B. die Live-Chat-Funktion, das Social-Media-Messaging (Facebook, Twitter) und eine Integration von Drittanbietern (Slack, Stripe, Salesforce, Zapier) zur Verfügung. </p> <p>Das Support-System von Kayako bietet außerdem die Möglichkeit,  Regeln für den Ticketeingang sowie vorgefertigte Textvorlagen anzulegen. Neben einer automatischen Übersetzung dank integrierter Mehrsprachigkeit, verfügt das HelpDesk-System auch über einen Kollisionswarner, so dass zwei Mitarbeiter nicht gleichzeitig innerhalb eines Tickets arbeiten können. Auch eine Wissensdatenbank kann mit Kayako angelegt werden. </p> <p><strong>Die wichtigsten Funktionen im Überblick: </strong></p> <ul><li>Ticket und Live-Chatsystem</li><li>Automatisierte Workflows</li><li>Reports / Berichte</li><li>Wissensdatenbank</li><li>Bewertungssystem</li><li>Drittanbieter-Tools</li></ul> <p>Kayako bietet seinen Nutzern insgesamt 3 Pakete an: Inbox (15 $ mtl.), Growth (30 $ mtl.) und Scale (60 $ mtl.). Die Pakete unterscheiden sich in ihren Funktionen und der gebotenene Integration von Drittanbieter-Tools. Der volle Funktionsumfang kann vorab 14 Tage kostenlos getestet werden. Preislich bewegt sich der Anbieter somit im günstigen bis mittleren Preissegment.</p> <h3><span class="ez-toc-section" id="crisp-chat"></span>Crisp Chat<span class="ez-toc-section-end"></span></h3> <div class="wp-block-image image-shadow"><figure class="aligncenter size-large"><img loading="lazy" width="1024" height="436" src="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/crisp-chat-1024x436.png" alt="" class="wp-image-6772" srcset="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/crisp-chat-1024x436.png 1024w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/crisp-chat-300x128.png 300w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/crisp-chat-768x327.png 768w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/crisp-chat.png 1429w" sizes="(max-width: 1024px) 100vw, 1024px"/></figure></div> <p><a href="https://web.archive.org/web/20211208151040/https://crisp.chat/" target="_blank" rel="noreferrer noopener">Crisp Chat</a> bietet ein HelpDesk-System, das seinen Fokus auf die Chat-Funktion legt. Tickets können selbstverständlich auch innerhalb einer Inbox bearbeitet werden. Wer jedoch innerhalb des Ticket-Systems Funktionen wie z. B. Trigger, Social-Media-Messaging (Facebook, Telegram, Twitter), Automationen etc. nutzen möchte, muss sich für das nächsthöhere Paket entscheiden. </p> <p>Funktionen, die normalerweise innerhalb eines HelpDesk-Systems Standard sind, müssen also bei Crisp Chat extra gezahlt werden. Nichtsdestotrotz bietet Crisp Chat eine Vielzahl von Funktionen wie z. B. eine allgemeine Team-Inbox, Chat-Bots, das Versenden von Sprachnachrichten, eine Wissensdatenbank, die Berichterstellung sowie auch die Integration von Drittanbieter Tools (Slack, Zapier, etc.)</p> <p><strong>Die wichtigsten Funktionen im Überblick: </strong></p> <ul><li>Ticket und Live-Chatsystem</li><li>Automatisierte Workflows</li><li>Reports / Berichte</li><li>Bewertungssystem</li><li>Smartphone-App</li><li>Drittanbieter-Tools</li><li>Smartphone App</li></ul> <p>Crisp Chat bietet drei unterschiedliche Pakete an: Basic (Free), Pro (25 € mtl.) und Unlimited (95 € mtl.). Beide kostenpflichtigen Pakete können vorab 14 Tage kostenlos getestet werden. Von den Kosten her liegt Crisp Chat im mittleren bis teuren Preis-Segment. </p> <h3><span class="ez-toc-section" id="rocket-chat"></span>Rocket Chat <span class="ez-toc-section-end"></span></h3> <div class="wp-block-image image-shadow"><figure class="aligncenter size-large"><img loading="lazy" width="1024" height="381" src="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/rocketchat-1024x381.png" alt="" class="wp-image-6773" srcset="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/rocketchat-1024x381.png 1024w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/rocketchat-300x112.png 300w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/rocketchat-768x286.png 768w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/rocketchat.png 1429w" sizes="(max-width: 1024px) 100vw, 1024px"/></figure></div> <p><a href="https://web.archive.org/web/20211208151040/https://rocket.chat/" target="_blank" rel="noreferrer noopener">Rocket Chat</a> ist kein klassisches Helpdesk-System, sondern ein Chat-Tool, welches vor allem Teams die Kommunikation untereinander erleichtern soll. So können zwischen Teammitgliedern unter anderem Dateien ausgetauscht, Bildschirme freigegeben und natürlich gechattet werden. </p> <p>Neben dieser Funktion bietet Rocket.Chat jedoch noch die Integration eines Live-Chats auf Webseiten oder innerhalb von Apps, über welchen Kundenanfragen bearbeitet werden können. Hierzu kann im Rocket Chat ein Helpdesk-Board eingerichtet werden. Teammitglieder haben dortdie Möglichkeit, mit Kunden live zu kommunizieren und diese zu supporten. </p> <p>Das Chat-Tool bietet darüber hinaus eine Echtzeit-Übersetzung, eine Smartphone-App, die Erstellung von regelmäßigen Reports, das Social-Media-Messaging (WhatsApp, Facebook) sowie die Möglichkeit, Drittanbieter Tools über die API zu integrieren. </p> <p><strong>Die wichtigsten Funktionen im Überblick: </strong></p> <ul><li>Live-Chatsystem</li><li>Automatisierte Workflows</li><li>Reports / Berichte</li><li>Bewertungssystem</li><li>Drittanbieter-Tools</li><li>Smartphone App</li></ul> <p>Eine Besonderheit gibt es bei Rocket Chat: Das System muss auf einem Server installiert werden. Daher bietet Rocket. Chat zwei Varianten an: “Self-Managed” (selbstständiges Hosten) und “SaaS” (Cloud-Hosting).</p> <p> Wer selber hostet kann folgende Lizenzen erwerben: Community (Free), Pro (30 $ jährl.) sowie Enterprise (auf Anfrage).</p> <p>Wer das System direkt in der Cloud von Rocket Chat hosten möchte, hat folgende Lizenzen zur Auswahl: Bronze (2 $ mtl. / 20 $ jährl.), Silver (4 $ mtl. / 40 $ jährl) sowie Gold ( 6 $ mtl. / 60 $ jährl.). </p> <p>Es gibt die Möglichkeit die Cloud-Version 14 Tage kostenlos zu testen oder eine Demo anzufordern. Preislich liegt Rocket. Chat im mittleren Preis-Segment. </p> <h3><span class="ez-toc-section" id="tidio"></span>Tidio <span class="ez-toc-section-end"></span></h3> <div class="wp-block-image image-shadow"><figure class="aligncenter size-large"><img loading="lazy" width="1024" height="567" src="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/tidio-1024x567.png" alt="" class="wp-image-6774" srcset="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/tidio-1024x567.png 1024w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/tidio-300x166.png 300w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/tidio-768x425.png 768w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/tidio.png 1173w" sizes="(max-width: 1024px) 100vw, 1024px"/></figure></div> <p>Ähnlich wie Crisp Chat und Rocket Chat  handelt es sich bei <a href="https://web.archive.org/web/20211208151040/https://www.tidio.com/" target="_blank" rel="noreferrer noopener">Tidio</a> um ein Chat-System und kein klassisches HelpDesk-System. Bei Tidio werden alle Tickets über einen Chat-Channel gesteuert. Über ein Dashboard können die eingehende Kundenanfragen dann verwaltet werden.</p> <p>Der Live-Chat kann auf einer beliebigen Webseite eingebunden sowie die Chat-Box farblich angepasst werden. Wie auch bei anderen Anbietern, können in Tidio Reports erstellt sowie Drittanbieter-Tools wie z. B. Zapier, WordPress, Shopify, oder MailChimp integriert werden. Außerdem steht Mitarbeitern eine Smartphone-App zur Verfügung. Ist im Live-Chat kein Mitarbeiter verfügbar, erhält das Team eine Mail. Offene Anfragen werden außerdem im Dashboard angezeigt. </p> <p><strong>Die wichtigsten Funktionen im Überblick: </strong></p> <ul><li>Live-Chatsystem</li><li>Reports / Berichte</li><li>Bewertungssystem</li><li>Drittanbieter-Tools</li><li>Smartphone App</li></ul> <p>Tidio bietet neben einer kostenlosen Free-Version, vierkostenpflichtige Pläne: Chatbots (18 $ mtl.), Communicator (18 $), E-Mail Marketing (10 $) und Professional Plan (auf Anfrage). Bei den Paketen handelt es sich um Erweiterungen, welche zum normalen Live-Chat Funktion hinzugebucht werden können. </p> <p>Tidio zählt mit seiner Preisgestaltung zu den günstigen Anbietern für HelpDesk-Systeme.</p> <h3><span class="ez-toc-section" id="kustomer"></span>Kustomer <span class="ez-toc-section-end"></span></h3> <div class="wp-block-image image-shadow"><figure class="aligncenter size-large"><img loading="lazy" width="1024" height="445" src="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/Kustomer-1024x445.png" alt="" class="wp-image-6775" srcset="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/Kustomer-1024x445.png 1024w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/Kustomer-300x130.png 300w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/Kustomer-768x334.png 768w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/Kustomer.png 1238w" sizes="(max-width: 1024px) 100vw, 1024px"/></figure></div> <p><a href="https://web.archive.org/web/20211208151040/https://www.kustomer.com/product/customer-service/" target="_blank" rel="noreferrer noopener">Kustomer</a> bietet seinen Kunden ein komplettes Helpdesk-System mit zahlreichen Funktionen zur Bearbeitung von Kundenanfragen. </p> <p>Neben einer Wissensdatenbank verfügt Kustomer über Funktionen zur Einrichtung von automatisierten Workflows (Regeln), das Anlegen vorgefertigter Antworten, die Erstellung von Reports unddie Integration von Drittanbieter-Tools. Tickets können segmentiert werden und Teammitglieder können private Notizen zu einzelnen Tickets hinterlassen. </p> <p><strong>Die wichtigsten Funktionen im Überblick: </strong></p> <ul><li>Ticket </li><li>Automatisierte Workflows</li><li>Reports / Berichte</li><li>Bewertungssystem</li><li>Drittanbieter-Tools</li><li>Smartphone App</li></ul> <p>Kustomer bietet die zwei Standard-Pakete Enterprise (89 $ mtl.) und Ultimate (139 $ mtl.) für seine Kunden an. Darüber hinaus können zu diesen Paketen noch einzelne Erweiterungen hinzugebucht werden wie Across Chat, E-Mail oder Chatbots. </p> <p>Mit seinen Preisen liegt das Helpdesk-System Kustomer im höheren Preissegment. </p> <h3><span class="ez-toc-section" id="alle-eigenstaendige-helpdesk-loesungen-auf-einen-blick"></span>Alle eigenständige Helpdesk-Lösungen auf einen Blick<span class="ez-toc-section-end"></span></h3> <p>In der nachfolgenden Tabelle haben wir den Funktionsumfang und Preis aller 13 vorgestellten eigenständigen Help-Desk-Lösungen abgebildet. Wir haben außerdem vermerkt, ob eine kostenlose Version oder Testversion verfügbar ist.Hinweis: Die Preise bei den Anbietern mit  jährlicher Zahlung werden für das gesamte Jahr berechnet. </p> <figure class="wp-block-table"><table><tbody><tr><td></td><td>Ticket System</td><td>Chat System</td><td>Smartphone- App </td><td>Wissensdatenbank</td><td>Kostenlose Version / Testversion</td><td>Preis</td></tr><tr><td>Helpscout</td><td>Ja</td><td>Ja</td><td>Ja</td><td>Nein</td><td>Nein</td><td>25 $ - 40 $ mtl.20 $ - 35 $ jährl.</td></tr><tr><td>FreshDesk</td><td>Ja</td><td>Nein</td><td>Nein</td><td>Ja</td><td>Ja</td><td>15 € - 99 € mtl.19 € - 125 € jährl.</td></tr><tr><td>ZenDesk</td><td>Ja</td><td>Ja</td><td>Nein</td><td>Ja</td><td>Nein</td><td>5 € - 149 € mtl.</td></tr><tr><td>LiveZilla</td><td>Ja</td><td>Ja</td><td>Ja</td><td>Nein</td><td>Ja</td><td>200 € einmalig</td></tr><tr><td>Tawk.to</td><td>Ja</td><td>Ja</td><td>Ja</td><td>Ja</td><td>Ja</td><td>kostenlos</td></tr><tr><td>Intercom</td><td>Ja</td><td>Ja</td><td>Ja</td><td>Ja</td><td>Nein</td><td>39 $ - 999 $ mtl.</td></tr><tr><td>Userlike</td><td>Ja</td><td>Ja</td><td>Nein</td><td>Nein</td><td>Ja</td><td>0 € - 299 € mtl.</td></tr><tr><td>HelpDesk </td><td>Ja</td><td>Ja</td><td>Nein</td><td>Ja</td><td>Ja</td><td>5 $ - 24 $ mtl4 $ - 19 $ jährl.</td></tr><tr><td>Kayako</td><td>Ja</td><td>Ja</td><td>Nein</td><td>Ja</td><td>Ja</td><td>15 $ - 60 $ mtl.</td></tr><tr><td>Crisp Chat</td><td>Ja</td><td>Ja</td><td>Ja</td><td>Nein</td><td>Ja</td><td>25 € - 95 $ € mtl.</td></tr><tr><td>Rocket Chat</td><td>Nein</td><td>Ja</td><td>Ja</td><td>Nein</td><td>Ja</td><td>2 $ - 6 $ mtl.20 $ - 60 $ jährl.</td></tr><tr><td>Tidio</td><td>Nein</td><td>Ja</td><td>Ja</td><td>Nein</td><td>Ja</td><td>0 $ - 18 $ mtl.</td></tr><tr><td>Kustomer</td><td>Ja</td><td>Nein</td><td>Nein</td><td>Ja</td><td>Nein</td><td>89 $ - 139 $ mtl.</td></tr></tbody></table></figure> <h2><span class="ez-toc-section" id="wordpress-helpdesk-loesungen"></span>WordPress Helpdesk-Lösungen<span class="ez-toc-section-end"></span></h2> <h3><span class="ez-toc-section" id="awesome-support"></span>Awesome Support<span class="ez-toc-section-end"></span></h3> <div class="wp-block-image image-shadow"><figure class="aligncenter size-large"><img loading="lazy" width="1024" height="367" src="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/awesomesupport-1024x367.png" alt="" class="wp-image-6776" srcset="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/awesomesupport-1024x367.png 1024w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/awesomesupport-300x108.png 300w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/awesomesupport-768x275.png 768w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/awesomesupport.png 1515w" sizes="(max-width: 1024px) 100vw, 1024px"/></figure></div> <p>Das <a href="https://web.archive.org/web/20211208151040/https://getawesomesupport.com/" target="_blank" rel="noreferrer noopener">Awesome Support Plugin</a> für WordPress bietet alle Funktionen, die zum Bearbeitenvon Kundenanfragen innerhalb eines HelpDesk-Systems notwendig sind:einTicket-System, eine Wissensdatenbank, Dokumentationsmodule, die Erstellungen von automatisierten Workflows (Regeln), das Anlegen von privaten Notizen oder die Vergabe von benutzerdefinierten Labeln. </p> <p>Mit Awesome Support können umfangreiche Reports für Analysen erstellt und Tickets für Mitarbeiter zeitlich getrackt werden. Das Helpdesk-Plugin lässt sich mit weiter über 28 AddOns erweitern. In jedem Preis-Paket sind verschiedene Addons hinterlegt. </p> <p><strong>Die wichtigsten Funktionen im Überblick: </strong></p> <ul><li>Ticketsystem</li><li>Automatisierte Workflows</li><li>Reports / Berichte</li><li>Wissensdatenbank</li><li>Bewertungssystem</li><li>Drittanbieter-Tools</li></ul> <p>Das Awsome Support Plugin bietet ausschließlich Paket-Bundles an. Hierzu gehören: Standard (149 $ jährl.), Pro (229 $ jährl.), Enterprise (289 $ jährl.) sowie Agency (409 $ jährl.).</p> <p>In der Standard-Version fehlen einige sehr nützliche Funktionen wie z. B. Reports, das erweiterte TimeTracking etc. Wenn das Support-Plugin tatsächlich mit allen Funktionen genutzt werden soll, muss man als Kunde zu einer teureren Version greifen.</p> <h3><span class="ez-toc-section" id="wsdesk"></span>WSDesk<span class="ez-toc-section-end"></span></h3> <div class="wp-block-image image-shadow"><figure class="aligncenter size-large"><img loading="lazy" width="1024" height="415" src="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/wsdesk-1024x415.png" alt="" class="wp-image-6777" srcset="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/wsdesk-1024x415.png 1024w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/wsdesk-300x121.png 300w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/wsdesk-768x311.png 768w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/wsdesk.png 1109w" sizes="(max-width: 1024px) 100vw, 1024px"/></figure></div> <p><a href="https://web.archive.org/web/20211208151040/https://elextensions.com/plugin/wsdesk-wordpress-support-desk-plugin/" target="_blank" rel="noreferrer noopener">WSDesk</a> simples AJAX Interfacist natürlich Geschmackssache, doch das WSDesk-Plugin funktioniert reibungslos und lässt sich einfach bedienen. Mit dem Helpdesk-Plugin für WordPress lassen sich unter anderem benutzerdefinierte Ticketansichten für jeden Mitarbeiter, Trigger / Automationen, vorgefertigte Textvorlagen und Reports erstellen. </p> <p>WSDesk bietet darüber hinaus eine Google Chat Integration. Verfügt deine Domain über eine E-Mail Adresse, können Tickets ebenfalls per Mail empfangen und versendet werden. Auch SMS-Benachrichtigungen lassen sich in WSDesk einrichten. </p> <p>Das Support-Plugin ist zudemmit verschiedenen weiteren WordPress-Plugins wie z. B. WooCommerce, Easy Digital Downloads, Avada oder auch WPML kompatibel. </p> <p><strong>Die wichtigsten Funktionen im Überblick: </strong></p> <ul><li>Ticketsystem</li><li>Automatisierte Workflows</li><li>Reports / Berichte</li><li>Bewertungssystem</li><li>Drittanbieter-Tools</li></ul> <p>Im Preis von WSDesk sind ein Jahr Updates und Support enthalten. Das gewählte Paket kann danach jederzeit verlängert werden.</p> <p>Kunden können sich für folgende Pakete entscheiden: Einzelne Seite (89 $ einmalig), 5 Seiten (129 $ einmalig), ab 25 Seiten (249 $ einmalig).</p> <p>WSDesk ist also recht günstig, aber nicht für jeden geeignet:. Eine große Anzahl Tickets wirkt sich jedoch häufig negativ auf die Performance des Systems aus. </p> <h3><span class="ez-toc-section" id="supportcandy"></span>SupportCandy<span class="ez-toc-section-end"></span></h3> <div class="wp-block-image image-shadow"><figure class="aligncenter size-large"><img loading="lazy" width="1024" height="601" src="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/Supportcandy-1024x601.jpg" alt="" class="wp-image-6781" srcset="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/Supportcandy-1024x601.jpg 1024w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/Supportcandy-300x176.jpg 300w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/Supportcandy-768x450.jpg 768w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/Supportcandy-1536x901.jpg 1536w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/Supportcandy.jpg 1572w" sizes="(max-width: 1024px) 100vw, 1024px"/></figure></div> <p>Das WordPress-Plugin <a href="https://web.archive.org/web/20211208151040/https://supportcandy.net/" target="_blank" rel="noreferrer noopener">SupportCandy</a> ist ein vollständiges Helpdesk-System und basiert wie die  meisten Plugins dieser Art  auf Ajax. SupportCandy bietet  Funktionen wie z. B. private Notizen, E-Mail Benachrichtigungen, Mehrsprachigkeit, Report und Statistiken sowie eine API-Schnittstelle für das Anbinden von Drittanbieter-Tools. </p> <p>SupportCandy lässt sich außerdem mit Hilfe von Premium-AddOns erweitern, etwa  mit einer WooCommerce-Integration, mit einem Timer oder einem Addon für die Einrichtung von Nutzergruppen oder Formularen </p> <p><strong>Die wichtigsten Funktionen im Überblick: </strong></p> <ul><li>Ticketsystem</li><li>Automatisierte Workflows</li><li>Reports / Berichte</li><li>Bewertungssystem</li><li>Drittanbieter-Tools</li></ul> <p>Das SupportCandy-Plugin kann in einer kostenlosen Free-Version heruntergeladen werden. Mit dieser kannst du eine unbegrenzte Anzahl von Tickets nutzen sowie eine unbegrenzte Anzahl von Zugängen für Support-Mitarbeiter einrichten.</p> <p>Neben der kostenlosen Version stehen noch die kostenpflichtigen Pakete zur Auswahl: Starter (39,99 $ jährl.), Econom (49,99 $ jährl.), Standard (59,99 $ jährl.). </p> <p>Das Helpdesk-Plugin SupportCandy liegt preislich im unteren Preissegment. </p> <h3><span class="ez-toc-section" id="totaldesk"></span>TotalDesk<span class="ez-toc-section-end"></span></h3> <div class="wp-block-image image-shadow"><figure class="aligncenter size-large"><img loading="lazy" width="1024" height="425" src="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/totaldesk-1024x425.png" alt="" class="wp-image-6779" srcset="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/totaldesk-1024x425.png 1024w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/totaldesk-300x125.png 300w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/totaldesk-768x319.png 768w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/totaldesk-1536x638.png 1536w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/totaldesk.png 1632w" sizes="(max-width: 1024px) 100vw, 1024px"/></figure></div> <p>Das Helpdesk-Plugin <a rel="noreferrer noopener" href="https://web.archive.org/web/20211208151040/https://codecanyon.net/item/totaldesk/20502693" target="_blank">TotalDesk</a> ist eine All-in-One Lösung für WordPress und verfügt mit Abstand über den größten Funktionsumfang, wenn es um Ticket-Systeme für WordPress geht. </p> <p>Zum Funktionsumfang von TotalDesk zählen etwa ein Ticket-System, ein Live-Chat-System, Wissensdatenbank, Labels, eine / mehrere Inboxes für verschiedene Gruppen, E-Mail-Benachrichtigungen, das Anlegen von vorgefertigte Textvorlagen, die Erstellungen von Reports, automatisierte Workflows oder auch die einfache Integration von Drittanbietern wie z. B. WooCommerce, Slack oder WPML. </p> <p><strong>Die wichtigsten Funktionen im Überblick: </strong></p> <ul><li>Ticket- / Live-Chat-System</li><li>Automatisierte Workflows</li><li>Reports / Berichte</li><li>Bewertungssystem</li><li>Drittanbieter-Tools</li></ul> <p>Das HelpDesk-Plugin TotalDesk ist ausschließlich in einer kostenpflichtigen Variante verfügbar und kostet einmalig 29 $. Preislich liegt das leistungsstarke Support-Plugin deutlich unter dem Durchschnitt. </p> <h3><span class="ez-toc-section" id="support-board"></span>Support Board<span class="ez-toc-section-end"></span></h3> <div class="wp-block-image"><figure class="aligncenter size-large"><img loading="lazy" width="1024" height="361" src="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/support-board-1024x361.png" alt="" class="wp-image-6778" title="image-shadow" srcset="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/support-board-1024x361.png 1024w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/support-board-300x106.png 300w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/support-board-768x270.png 768w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/support-board-1536x541.png 1536w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/support-board.png 1579w" sizes="(max-width: 1024px) 100vw, 1024px"/></figure></div> <p>Mit dem <a href="https://web.archive.org/web/20211208151040/https://board.support/chat/" target="_blank" rel="noreferrer noopener">Support Board - Plugin</a> für WordPress erhalten Nutzer ein Ticket- und Live-Chat-System. Das Plugin legt dafür eine Inbox bzw. Gruppen-Inbox innerhalb von WordPress an. Als Admin kannst du eine unbegrenzte Anzahl von Support-Mitarbeiter anlegen. </p> <p>Support Board bietet Funktionen wie die direkte Benachrichtigung per Mail oder Desktop, einen Timer für die Support-Tickets, vorgefertigte Textvorlagen sowie die Möglichkeit eine Wissensdatenbank anzulegen. Darüber hinaus ist das Helpdesk-Plugin Multisite-fähig und kann in mehreren Sprachen genutzt werden. Auch das Einbinden von Drittanbieter-Tools wie WooCommerce oder Dialogflow ist möglich. </p> <p>Das Plugin kommt außerdem mit einer Web-App, über die der Admin direkten Zugriff auf das Support-Board hat. </p> <p><strong>Die wichtigsten Funktionen im Überblick: </strong></p> <ul><li>Ticket- / Live-Chat-System</li><li>Automatisierte Workflows</li><li>Reports / Berichte</li><li>Bewertungssystem</li><li>Drittanbieter-Tools</li></ul> <p>Das Support Board - Plugin ist für einen einmaligen Preis von 59 $ erhältlich. Es handelt sich hierbei um eine Lifetime-Lizenz. Die Lizenz kann zusätzlich mit kostenpflichtigen Apps wie Dialogflow oder Slack erweitert werden. </p> <p>Damitliegt das Support-Plugin preislich im unteren Preissegment.</p> <h3><span class="ez-toc-section" id="minervakb"></span>MinervaKB<span class="ez-toc-section-end"></span></h3> <div class="wp-block-image image-shadow"><figure class="aligncenter size-large"><img loading="lazy" width="1024" height="484" src="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/minvervakb-1024x484.png" alt="" class="wp-image-6780" srcset="https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/minvervakb-1024x484.png 1024w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/minvervakb-300x142.png 300w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/minvervakb-768x363.png 768w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/minvervakb-1536x727.png 1536w, https://web.archive.org/web/20211208151040im_/https://de.borlabs.io/wp-content/uploads/sites/2/2020/10/minvervakb.png 1600w" sizes="(max-width: 1024px) 100vw, 1024px"/></figure></div> <p>Bei <a href="https://web.archive.org/web/20211208151040/https://www.minerva-kb.com/" target="_blank" rel="noreferrer noopener">MinervaKB</a> handelt es sich nicht um ein klassisches HelpDesk-Plugin, sondern um eine reine Wissensdatenbank. Dennoch möchten wir dieses Tool hier erwähnen, denn das WordPress-Plugin kann ergänzend zu einem Support-System auf der eigenen Website genutzt werden. </p> <p>Mit einer Wissensdatenbank wie MinveraKB kannst du ausführliche Dokumentationen oder Hilfe-Artikel erstellen, auf die du im Anschluss imdem Support verweisen kannst. Das erleichtert das Bearbeitenvon Support-Tickets ungemein und stellt eine ideale Ergänzung zu einem reinen Ticket-System dar. </p> <p>MinervaKB bietet eine Live-Suche, die Organisation von Content in Themen-Listen, eine Analyse-Möglichkeit (Aufrufe, Bewertungen), die Erstellung von Premium-Content, Mehrsprachigkeit und das Anlegen eines FAQ. </p> <p><strong>Die wichtigsten Funktionen im Überblick: </strong></p> <ul><li>Live-Suche</li><li>Content-Organisation (Themen-Listen)</li><li>Analytics / Berichte</li><li>Premium-Content</li><li>FAQ</li><li>Mehrsprachig</li></ul> <p>Das MinvervaKB Plugin kostet einmalig 69 $ und ist kompatibel mit dem PageBuilder Elementor.</p> <h3><span class="ez-toc-section" id="alle-wordpress-helpdesk-loesungen-auf-einen-blick"></span>Alle WordPress HelpDesk-Lösungen auf einen Blick<span class="ez-toc-section-end"></span></h3> <p>In der nachfolgenden Tabelle haben wir den Funktionsumfang und Preis aller vorgestellten Help-Desk-Plugins für WordPress abgebildet. Wir haben außerdem vermerkt, ob eine kostenlose Version oder Testversion verfügbar ist</p> <p>Bei Preisen mit einer jährlichen Zahlung handelt es sich um Kosten, welche für das gesamte Jahr berechnet werden.</p> <figure class="wp-block-table"><table><tbody><tr><td></td><td>Ticket System</td><td>Chat System</td><td>Smartphone-App </td><td>Wissensdatenbank</td><td>Kostenlose Version / Testversion</td><td>Preis</td></tr><tr><td>Awesome Support</td><td>Ja</td><td>Nein</td><td>Nein</td><td>Ja</td><td>Nein</td><td>149 $ - 409 $ jährl.</td></tr><tr><td>WSDesk</td><td>Ja</td><td>Nein</td><td>Nein</td><td>Nein</td><td>Nein</td><td>89 $ - 249 $ einmalig</td></tr><tr><td>SupportCandy</td><td>JA</td><td>Nein</td><td>Nein</td><td>Nein</td><td>Ja</td><td>0 $ - 59,99 $</td></tr><tr><td>TotalDesk</td><td>JA</td><td>JA</td><td>NEIN</td><td>JA</td><td>NEIN</td><td>29 $ einmalig</td></tr><tr><td>Support-Board</td><td>Ja</td><td>Ja</td><td>Nein</td><td>Ja</td><td>Nein</td><td>59 $ einmalig</td></tr><tr><td>MinervaKB</td><td>-</td><td>-</td><td>-</td><td>-</td><td>-</td><td>69 $ einmalig</td></tr></tbody></table></figure> <h2><span class="ez-toc-section" id="fazit"></span>Fazit<span class="ez-toc-section-end"></span></h2> <p>Ein passendes HelpDesk-System ist das A und O, wenn es um ein effektives und schnelles Bearbeiten von Kundenanfragen geht.. Ein gutes HelpDesk-System wie z. B. Intercom bietet alles was das Herz begehrt, kostet aber auch dementsprechend viel. Am besten nutzt du deshalb wo vorhanden die Möglichkeit ein System ausführlich zu testen, um so feststellen zu können, ob es deinen Ansprüchen genügt. </p> <p>Zudem musst du dich Fragen, welche Art von HelpDesk-System du nutzen möchtest. Eine eigenständige Lösung oder ein WordPress-Plugin? 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Erzeugt statistische Daten darüber, wie der Besucher die Website nutzt.</td> </tr> <tr> <th>Datenschutzerklärung</th> <td class="_brlbs-pp-url"> <a href="https://web.archive.org/web/20211208151040/https://policies.google.com/privacy?hl=de" target="_blank" rel="nofollow noopener noreferrer" > https://policies.google.com/privacy?hl=de </a> </td> </tr> <tr> <th>Cookie Name</th> <td>_ga,_gat,_gid</td> </tr> <tr> <th>Cookie Laufzeit</th> <td>2 Monate</td> </tr> </table> </div> </div> <div class="bcac-item"> <div class="d-flex flex-row"> <label for="borlabs-cookie-group-marketing" class="w-75"> <span role="heading" aria-level="4" class="_brlbs-h4">Marketing (3)</span> </label> <div class="w-25 text-right"> <label class="_brlbs-btn-switch"> <input tabindex="0" id="borlabs-cookie-group-marketing" type="checkbox" name="cookieGroup[]" value="marketing" checked data-borlabs-cookie-switch /> <span class="_brlbs-slider"></span> <span class="_brlbs-btn-switch-status" data-active="An" data-inactive="Aus"> </span> </label> </div> </div> <div class="d-block"> <p>Marketing Cookies werden von Drittanbietern oder Publishern verwendet, um personalisierte Werbung anzuzeigen. 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