Novo Solutions

Novo Help Desk Software

4.5 / 5 3 reviews

Who Uses This Software?

Small to medium business, anyone who has something they need to track.


Average Ratings

3 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $50.00/month/user
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    Business Hours

Vendor Details

  • Novo Solutions
  • www.novosolutions.com
  • Founded 1999
  • United States

About Novo Help Desk Software

Easy to use, web based solution. End Users can easily submit requests via your web site. Requests are automatically added to the ticket queue, reducing the number of support calls and eliminating the ticket creation process by support staff. End users can also track the status of their request through your web site. Flexible settings allow each department to manage their own support/request/project queue. Global managers can view/manage all queues through the help desk. Free Trial!


Novo Help Desk Software Features

  • Alerts / Escalation
  • Automated Routing
  • Community Forums
  • Contract / SLA Management
  • Incident Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Multiple Brands / Products
  • Self Service Portal
  • Surveys & Feedback
  • Ticket Management

Novo Help Desk Software Reviews

Mecklenburg County Code Enforcement

Sep 25, 2012
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Pros: Software was easy to implement. Support staff has been very attentive and willing to assist.

Cons: some features are not intuitive or easy to change, and the report writing feature has been difficult to use. Design flaws are not addressed on a regular basis, or it seems to take a really long time.

Overall: Good application, and would recommend it to other users or departments.

Great Product

Sep 17, 2012
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Pros: We've been using Novo for several years now, and it performs great. Very little maintenance, and gets the job done. Not time consuming and intuitive to use.

Cons: every now and then the active directory integration stops work and you have to reopen your browser or sometime restart the server/services. Not really a big deal though

Overall: I would recommend this product to any organization that needs a workorder system for help desk, knowledgebase, and overall ease of use.

Feedback

Aug 29, 2012
4/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Pros: It's very simple and easy to use and make changes to configurations. Doesnt need a lot of ramp up time to be able to use the tool.

Cons: There's quite a lot of enhancement requests, functionality we desire to make the system meet our needs more. Novo could develop those if possible in the future - Mature process around service levels, response time tracking by statuses, Customer Requests Search functionality, Reporting for Customers, be able to paste screenshots in tickets,

Overall: It's simple and works for us now, but if we get bigger and more mature with our processes, the push for us to get a more comprehensive tier 1 system will come forward. I feel Novo could add those features too, but then don't know how much effort it will take.