# Total Contacts & HelpDesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Total Contacts & HelpDesk the right Help Desk solution for you? Explore 24 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/127283/Tele-Support-HelpDesk/reviews --- Total Contacts & HelpDesk 4.3 (24) [View alternatives](https://www.capterra.com/p/127283/Tele-Support-HelpDesk/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated January 16th, 2026 # Reviews of Total Contacts & HelpDesk Ease of use 4.3 Customer Service 4.2 ## Showing most helpful reviews Showing 1-24 of 24 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use AL Amie L. Customer Support Manager Environmental Services Used the software for: 2+ years ### "Excellent Application" February 2, 2017 5.0 We use this application for a Support Call Center and it works great! We're able to track open/closed tickets with ease. Field customization really helped this application integrate with our existing processes. The bug tracking feature is a great way for us to link specific tickets to open software issues. There are only 2 features we wish it had: 1) the ability to open multiple tickets at once. This would be a nice addition for our constantly multi-tasking staff. 2) the ability to merge/link tickets together. Their support and sales staff are very easy to work with and are always helpful when we have questions! Pros The ticket itself. Works well for our team to review open issues. Cons Not able to have multiple tickets open at one time. Would be a nice feature to help us multi-task better. Review Source PG Per G. Senior Application Engineer Mechanical or Industrial Engineering Used the software for: 2+ years ### "Tracking customizations" October 21, 2016 4.0 Tele-Support HelpDesk helps me track software customizations I make for our customers. There´s a lot of e-mail correspondence going on at every inquiry (over years) and with Tele-Support HelpDesk I can keep track of everything. It has helped me in cases when unsatisfied customers complain over something, then I can easily go back in the history and see what´s been agreed earlier so wew can sort things out. Pros The tracking of all e-mails. Cons The e-mail client can be improved. Review Source AB Aimee B. Computer Software Used the software for: 2+ years ### "Simplistic support software" March 8, 2018 3.0 Pros I like that all customer support cases are in one place and can easily be looked up. I also like that you can bill out from this system for support calls and it includes support notes. Cons When it comes time to update the software, it can be quite a pain plus it seems that support is lacking for the program. Review Source FC Felipe C. Technical Support Specialist Information Technology and Services Used the software for: 1-2 years ### ""Help" is exactly what it does!" September 21, 2016 4.0 The reporting features provide excellent overviews with minimal effort, and looking up RMA/Inquiries is a breeze. This software simply makes my job easier, what more could I ask for? Pros Secure, fast, and simple. It's packed with features but you aren't drowned in a UI that you can't manage and navigate. Very easy to learn how to use. Cons There aren't really any issues that I would consider a "con", at least that I've personally ran across quite yet. Review Source GF Geremy F. Used the software for: ### "Feature-Filled Help Desk Software" September 28, 2016 4.0 We have been using the Tele-Support Helpdesk software for years now and it is a great well rounded software that has a lot of features, but is still great at it's main purpose, which is to create and store Support Tickets. There are also lots of customization options so it can be tailored to your specific needs. In addition, a lot of information can be accessed within each support ticket so you don't have to go searching everywhere. Configuring the program may not be the easiest, but it's in no way the hardest to learn, plus their customer support can help you along the way. The reporting software is also decent, but since we have the SQL module, we can create our own customized reports ourselves as well. Overall, I recommend you give this software a try if you need a robust, feature-filled Help Desk solution. Pros Ability to Create RMA/Bug Tickets Ability to Customize the Support Tickets with Customized Fields and Tabs Good Customer Service Able to Export Reports to PDF Ability to add Customized Knowledge Base E-mail Notifications Cons Reporting Function could have more Features/Advanced Customization A little difficult to learn how to customize at first, but if you need any help, their Customer Service is good. Review Source PL Patricia L. Administration Manager Computer Software Used the software for: 2+ years ### "HelpDesk Review" December 12, 2016 5.0 I am the administrator At TallShips Solutions in Australia. Our employees often work from home these days. They enter all their details into Helpdesk, allowing me to access their information easily and efficiently for billing. Pros Easy to use Review Source RD Rick D. Tech Support Manager Industrial Automation Used the software for: 2+ years ### "Satisfied User" September 27, 2016 5.0 This is the second software I have used in tech support. This is easy to monitor outstanding support issues in an ongoing manor. Pros Simple to use and to train new users. Cons Dated interface. Review Source KC Kathleen C. Used the software for: 2+ years ### "Good System for Basic Help Desk Needs" January 5, 2017 4.0 We have several team members using the software daily. Software has good functionality. We use the ACT! software integration. Pros Ease of use. Cons Outdated appearance could use a refresh. Review Source MB Mike B. Customer Service Manager Market Research Used the software for: 2+ years ### "Help Desk Customer Service Software Review" December 12, 2016 4.0 Very useful for data collection and analysis. The used interface is highly intuitive and free-flowing. Excellent tool for customer service management. Review Source AH Adele H. Project manager Security and Investigations Used the software for: Less than 6 months ### "Easy, information help desk software with Act! Integration " December 12, 2016 4.0 For the price, this is a very good product either as a stand-alone, or with it's Act! integration. Our company uses it with Act!, which enables non help-desk users to still keep up with customer issues. The viewer is also a very good tool for users who need information on help support tickets. The system is flexible to meet user specific needs. Reporting functions are good, and new reports can be created as needed. Pros Fairly easy implementation. Easy to configure to customer specific needs. Cons Technical Support - we had issue with installation and some functions of operation during our trial. Had we not had free support during our trial, we would not be as happy with the product. Better tech support should be offered at no cost for a period of time after purchase (90 days at least) Review Source LB Larry B. Managing Director Information Technology and Services Used the software for: Less than 6 months ### "Does what is says, perfect for our requirements" September 18, 2016 5.0 We use the software for all our help desk, and projects. The features I love the most are the ability to keep help desk events open and available to work on. This allows us to aggregate the entire time spend on a help desk event instead of having multiple entries like we used to have. Category, products, contact and time editing is far better than what we had and having HD calculate the 6 min increments is such a bonus Pros Ease of use, speed, simplicity Cons looks a bit dated and could do with more contact fields Review Source JM Jim M. Sys Admin Used the software for: 2+ years ### "Over all Helpdesk has done the job it says it'll do." May 18, 2017 5.0 Pros The overall integration abilities such as with email and hot tips. Customer service is great, I can typically get a response within 24 hours and usually the same day. Cons With each upgrade of the software it's an IT nightmare to perform the upgrade and keep users working because every client has to be manually upgraded as well. Review Source RH Ronald H. Used the software for: ### "WOW What amazing support" February 22, 2017 5.0 I had an issue with an out of date version, and no longer have support. Not Only did I receive assistance in helping me resolve the issue, I also received some assistance for improving the way we used Tele-Support. For the longest time we struggled with having techs add a ticket number to tickets, (they often forgot). during conversation we were given instructions on how to resolve that issue, it was an oversite on our end and can easily be automatically filled in by Tele-support directly. Second issue we struggled with was being able to preform key word search against Problem notes and Resolution notes. Again, it was just our lack of understanding. We were give a little hand holding and we now see that it was there all along. What can I say, this team is amazing, all this help for someone who was not even under maintenance. What a gift it was!!!!! ~ron Pros Software is a Gem for tracking client tickets Review Source JI Jason I. CEO Used the software for: ### "Help Desk and my business" December 7, 2015 5.0 I have used Resource Dynamics' Help Desk for over 8 years in my marketing business. It is essential that I have great support and functionality. RD fills the bill on these and more. The customer support is very powerful and they actually LISTEN to what my problem is and find a way to navigate around and put a solution in place. Ronda is amazing and never makes us feel like its out fault! I also use GoGlobal and find it a powerful solution for connection and an easy to use platform. It is very forgiving! The TeleSupport HelpDesk is the best I've seen and over the years has proven to be a fundamental part of our business and our customer relations. I highly recommend Resource Dynamics and TeleSupport Help Desk along with Go Global. Review Source MB Mike B. Customer Service Manager Market Research Used the software for: 2+ years ### "Positive" December 5, 2017 4.0 Pros Level of detail available for issue tracking. Cons No online portal available for HMI's customers to access the knowledge base. No web based access for remote users. Review Source Response from Resource Dynamics December 6, 2017 Customers can create your own online portal for their clients and publish your Knowledge Base with the add-on product, Hot Tips Publisher. Remote User access add-on also available with HelpDesk for the Web. OZ Ofir Z. Used the software for: ### "ACT and Telesupport" February 14, 2017 3.0 We have been using Tele-Support for quite some time now and it integrates well with our Sage ACT!. I would love it if it could automatically push the notes into ACT. Pros Integration to ACT Cons Charge for updates Review Source Response from Resource Dynamics February 14, 2017 Updates and support services are a separate annual contract offered to all customers. We have 4 options that range in benefits. customers can choice to include or not, any plan of their choice. Customers can upgrade their plan at anytime during the contract period. Visit our web site for available plans: http://www.resource-dynamics.com/support\_plans.asp Thank you. SG Sharon G. Owner Used the software for: ### "Customer service was friendly and prompt response to my questions and resolution to my problem." April 28, 2016 5.0 Resource Dynamics provides free support during the trial period and would recommend to anyone to take advantage of the FREE install and configuration service they offer. The configuration is a bit tricky but they had me installed and configured in less than 30 mins. Instead of spending hours or days reading through the admin guide, I was up and running and creating my own inquiries with Act! the same day. Love this product can't image anyone that uses Act! that would not need/want this Support Solution Review Source MW Michael W. Systems Administrator Electrical/Electronic Manufacturing Used the software for: ### "Tele-Support HelpDesk" December 12, 2016 4.0 The Product has been a staple in our department however due to not being able to migrate old data into latest version of software we have concerns of contiuing the relationship. Pros Ease of use Cons importing cuatomer data from older version of software Review Source Response from Resource Dynamics December 12, 2016 customer running version 2.1 which has been out of production since 2004. Data migration options made available through 2010, before the code was updated to support newer technology. SH Scott H. Used the software for: ### "Great Product " December 12, 2016 5.0 We used Tele-support for years as it linked to our CRM product Seamlessly. Giving everyone in the company access to important information. The reporting and data were very beneficial in making decisions in product features and our overall customer support experience. It was easy to set up and maintain and configure the product the way we wanted to use it. Great Help Desk Product! Review Source BB Bryce B. Used the software for: ### "Good, Basic Bug-Tracking Software" December 28, 2016 4.0 Our company has been using Tele-Support HelpDesk for several years and it's been a good solid product along the way. Great ability to customize and an overall well-rounded product. Pros Small company. Customizable software. Cons Doesn't interface with larger companies/software products; e.g., Salesforce, Microsoft TFS. Review Source JG Jason G. Used the software for: ### "Not overly impressed" December 13, 2016 2.0 Instructions are not helpful enough. Not enough online support. Email system is living in the past but nor using SSL. Review Source Response from Resource Dynamics December 16, 2016 FREE Support Services are/were provided during extended evaluation period prior to purchase. Customer declined to include a support service contract or HELP contract. SSL Email support is a feature in version 5.1.1.. SD Service D. Used the software for: ### "Excellent product" March 24, 2017 5.0 Thanks to Tele-Support HelpDesk by Resource Dynamics we are able to keep our service level to a degree which is required for our customers. It gives us great pleasure to work with. Review Source DG Don G. Used the software for: ### "Happy With The Product!" December 12, 2016 4.0 We have been using helpdesk for 10 years now. It has given us everything we need. I find the reports we can pull are very informative. Review Source PW Phillip W. Used the software for: ### "Excellent. robust and usefull" December 28, 2016 5.0 The software is rock solid. Works with ease and very responsive. Intuitive interface and just does what it says. Review Source Similar Products Featured