Think Tank Software

Think Help Desk

4.5 / 5 8 reviews

Who Uses This Software?

Our primary clients are Schools systems, Hospitals and Businesses with multiple end users and offices or more than one location.


Average Ratings

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

Product Details

  • Starting Price
    $79.99/month
  • Pricing Details
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  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    Business Hours

Vendor Details

  • Think Tank Software
  • www.thinkhelpdesk.com/
  • Founded 1990
  • United States

About Think Help Desk

Affordable Customization Automated Workflow Secure, Cloud Based Free Support Daily Backup Full Asset Tracker Check List based on ticket Category Feedback system on closed tickets, and a Vendor Quick Quote Tool


Think Help Desk Features

  • Alerts / Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking

Think Help Desk Reviews Recently Reviewed!


It took us off the paper merry-go-round.

Jun 23, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like the ability to notify all concerned parties with one ticket input. It took us off the merry-go-round of getting lost or never put in.

Cons: The reporting sometimes will not give all that is needed with out tweaking it or jumping to a few different settings.

Overall: The biggest is it took us off the paper ticketing system which was a real headache.

Vendor Response

by Think Tank Software on June 26, 2017

Thank you for the feedback. We are in the process now of upgrading our back end to support more custom exports and reporting. Please feel free to email any requests for reports and I will gladly add them to our list.

This organization is super to work with!

Jun 28, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The tool is easy to use and is way more cost-effective than most other similar tools. Really like the ability to set up categories and/or buildings so that tickets can be emailed to specific support staff (e.g., Joe handles building X so emails are sent to Joe every time a ticket is entered for building X). Also really like the Asset tracking tool.

Cons: Users aren't comfortable enough with the systems admin functions to take on the processes of adding new accounts.

Overall: Better tracking and assigning of help desk tickets for both our technology and maintenance departments. Better asset tracking for technology department.

Vendor Response

by Think Tank Software on June 28, 2017

Hi Rhonda! Thank you for the Feedback! I will personally create a training video to help with the adding new accounts to help make your users more comfortable.
Again, Thank you for the valuable feedback!

We have used this Help Desk for many years and have been overall, very impressed. Great product!

Jun 26, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Very easy to use for staff and support staff as well. Reports are fast and easy to create. Issues are resolved quickly and efficiently.

Cons: NO APP! We have been asking for this for YEARS! I feel like the software is stagnant and nothing has been done to improve the software/program for many years now.

Vendor Response

by Think Tank Software on June 26, 2017

Thank you for the feedback. We are in the process now of upgrading our back end to support mobile app versions!

Works as we need it to.

Jun 26, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality

Pros: Ease of use for employees to submit tickets and for the administrators to look at work orders and complete when finished.

Cons: Search capability needs to be improved for easier and more granular search. An app would also be extremely helpful to those of us who use it on our phones on a regular basis.

Vendor Response

by Think Tank Software on June 26, 2017

Thank you for the feedback. We are in the process now of upgrading our back end to support mobile app versions!

Wonderful customer support

Jan 31, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Software is easy to use and understand. The management side is easily maintained. User have no trouble filling out work orders and submitting them.

Cons: Would be nice if there was a phone app available, I have several schools in my district not always convenient to locate a PC to use when away from my office

Vendor Response

by Think Tank Software on February 01, 2018

Thank you Lisa for your support. Our mobile app is on the road-map for development.

I have used this product for years! Exceptionally easy to use and functional!

Dec 06, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love the ease of use and how it helps my IT and Maintenance departments to stay organized. It is very easy to add users in and to run reports. I wouldn't want to try to do my job without this software. It is a time saver.

Overall: Being able to prioritize jobs has been a huge plus for me.

Vendor Response

by Think Tank Software on December 07, 2017

Thank you for the appreciation Julie!

Everyone at Think Tank has been wonderful to work with.

Jun 22, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Think Help Desk is easy to use, and it is extremely easy to customize to meet our needs. The program tends to run very effectively.

Cons: There are some really neat programs available to us through Think Help Desk, but a lot of them don't work properly, such as some of the report features.

Vendor Response

by Think Tank Software on June 22, 2017

Thank you for the feedback Emily! We always like to hear good things about our system. We currently have our full time developer working on the database structure of our system and look forward to providing even more reporting options soon.

Think Tank has been able to keep all of our Work Orders well organized

Jul 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Its easier on users putting tickets in and we can print reports and show that our department actually do more than just sit at a desk.

Cons: So far we have not found any issues using Think Tank. The Help desk has helped us improve keeping track of all work being done.

Vendor Response

by Think Tank Software on July 19, 2017

Looking forward to continuing our support for your department.