About Paldesk

Paldesk is a live chat and omni-channel helpdesk solution for customer service and sales teams which allows users to track and manage interactions with customers from one central dashboard. A Paldesk widget can be embedded into the company website to provide online, instant support to clients, and the omni-channel helpdesk combines requests sent from email, live chat, Facebook, Twitter, mobile apps, and more, to aid with management and responses.

Businesses can create a customized chat widget using Paldesk and embed it on their website and mobile apps to provide instant support to customers. Colors and text can be customized to fit with company branding, and provide a personalized website experience. Customer requests from various platforms are displayed within the Paldesk dashboard in real time and each request can be automatically assigned or transferred to a specific agent based on the agent’s skills, contact channel, type of issue, and contact history. Agents have access to a full omni-channel message history within the Paldesk platform in order to provide context when solving cases.

With Paldesk, businesses can provide support to customers in real time and during out-of-office hours, automatic messages can be configured to respond to queries. Any off-hour queries are automatically converted into tickets which can be routed-to and managed by an agent during office hours. Users can also create canned responses to common enquiries, which can then be escalated to an agent if they still cannot be resolved.

Key benefits of Paldesk

  • Create a customized chat widget and embed it into the company website or mobile apps in order to enable communication between customers and agents. Personalize the widget to match company branding and colors.

  • Receive customer queries from multiple channels including the business website, mobile apps, Twitter, Facebook, email, and more, and manage all tickets from one dashboard.

  • Automatically assign tickets to agents based on factors such as the request type, customer chat history, agent experience, channel, and more. Agents are able to view all of their pending tickets from their dashboard.

  • Create canned responses for common support queries, which will trigger automatically when certain questions are detected. Out-of-office messages can also be defined to send to clients who message outside of support hours.

  • Log and archive every client interaction and build a database of customer data which can be searched for at any time. Reports can also be generated based on this data.

  • Devices

    Business size

    S M L

    Markets

    Australia, Brazil, Canada, China, Germany and 5 others, United Kingdom, India, Japan, Mexico, United States

    Supported Languages

    English

    Images

    Embed a chat widget into the business website to facilitate customer queries
    Chat widgets can be customized with company colors
    Agents can view and manage their pending tickets
    The Paldesk mobile apps for iOS and Android allow agents to respond to queries from anywhere
    Agents can update their availability status at any time to allow or defer new conversations
    The agent dashboard provides an overview of online contacts, online agents, ready agents, and open tickets
    View 7 more
    Paldesk video
    Paldesk screenshot: Embed a chat widget into the business website to facilitate customer queries Paldesk screenshot: Chat widgets can be customized with company colors Paldesk screenshot: Agents can view and manage their pending tickets Paldesk screenshot: The Paldesk mobile apps for iOS and Android allow agents to respond to queries from anywhere Paldesk screenshot: Agents can update their availability status at any time to allow or defer new conversations Paldesk screenshot: The agent dashboard provides an overview of online contacts, online agents, ready agents, and open tickets

    Features

    Total features of Paldesk: 50

    • API
    • Activity Dashboard
    • Alerts / Escalation
    • Alerts/Notifications
    • Auto-Responders
    • Automated Routing
    • CRM Software
    • Canned Responses
    • Chat Transcript
    • Chat/Messaging
    • Customer Activity Tracking
    • Customer Database
    • Customer Experience Management
    • Customer History
    • Customizable Branding
    • Customizable Templates
    • Document Storage
    • Email Management Software
    • Event Triggered Actions
    • File Sharing Software
    • Help Desk Management
    • Interaction Tracking
    • Interaction Tracking
    • Knowledge Base Management
    • Lead Capture Software
    • Live Chat Software
    • Macros/Templated Responses
    • Mobile Access
    • Monitoring
    • Multi-Channel Communication
    • Prioritization
    • Proactive Chat
    • Purchasing & Receiving
    • Queue Management
    • Real-Time Chat
    • Real-time Consumer-facing Chat
    • Reporting & Statistics
    • Reporting/Analytics
    • Request Assignment
    • Social Media Integration
    • Support Ticket Management
    • Support Ticket Tracking
    • Surveys & Feedback
    • Third Party Integrations
    • Ticket Management
    • Transcripts/Chat History
    • Transfers/Routing
    • Virtual Assistant
    • Website Visitor Tracking
    • Widgets

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    Reviews

    Overall rating

    4.8 /5
    (10)
    Value for Money
    5/5
    Features
    4.9/5
    Ease of Use
    4.6/5
    Customer Support Software
    4.7/5

    Already have Paldesk?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 10
    Mia D.
    Overall rating
    • Industry: Telecommunications
    • Company size: 51-200 Employees
    • Used Daily for 1-5 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 10.0 /10

    Exquisite :)

    Reviewed on 2018-09-20

    Saves a time. Increases efficiency of multi-conversation coordination and resovement. Fastens...

    Saves a time. Increases efficiency of multi-conversation coordination and resovement. Fastens reactions to customers requests and their resovement at that matter.
    Eliminates possibility to forget about postponed conversations, and lists all the client wishes/requests on same spot, improving costumer care - since it takes a click to review them no matter of time or channel they were sent trough!

    Pros

    Easy to get how it works, super user friendly and extremely useful :)
    Integrates with an e-mail, facebook and twitter accounts fast and easy, squeezing all communication channels at one.
    Customization is simple and smart team option to assign contacts to the ideal agent works proces to be very efficient.

    Cons

    Because of the my job requirements, it would be great (for me) if there were some extra features developed regarding an e-mail handling procedures...

    Response from Paldesk

    Thank you so much for your kind words and valuable feedback.

    Sven Š.
    Overall rating
    • Industry: Computer Software
    • Company size: 2-10 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 10.0 /10

    Great product

    Reviewed on 2018-09-20

    Overall Paldesk is a great product with great features. It gives us everything that we need to have...

    Overall Paldesk is a great product with great features. It gives us everything that we need to have efficient communication with our clients.

    Pros

    We love the powerful and simple to use features that Paldesk provides to our booking platform!

    Cons

    I am missing visitor recording on the website and give them proactive support.

    Response from Paldesk

    Thank you so much for your kind words and valuable feedback.

    Lucas H.
    Overall rating
    • Industry: Education Management
    • Company size: 11-50 Employees
    • Used Weekly for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 6.0 /10

    A great start with some hiccups in the user experience

    Reviewed on 2020-12-04

    I was attracted to PalDesk based on its featureset, but disappointment with some of the bugs in...

    I was attracted to PalDesk based on its featureset, but disappointment with some of the bugs in implementation.

    Pros

    PalDesk ticks all the right boxes: a friendly, (somewhat) targetable chat widget, feedback widget, and popup builder. The widget builder offers good customization and I like being able to connect different channels to the service. Customers can be prompted to enter email for follow-up, important if you're not able to respond in real-time to their query. The featured links within the chat widget are an excellent tool.

    Cons

    A few aspects of the implementation make it a bit challenging to use:
    1. The administrators' panel is a bit confusing. Perhaps that's on me, not having learned it thoroughly. Just be prepared to take a bit of time to get familiar with it.
    2. Caching means that you may get partway into the interface, then be faced with a log-in screen. After logging in, you may have to start over in navigating to where you want to be.
    3. I've erased a widget by accident. I dont' remember the details but I do remember that the system didn't save backups of my settings. There was no way to revert.
    4. When assigning a chat, the system isn't smoothly responsive. You may need to click a few times or wait a few seconds.
    5. The bot builder doesn't work very well, and PalDesk has chosen to de-emphasize this feature. But I think that's the right way to go; bots aren't as great as we might have thought.

    Davor P.
    Overall rating
    • Industry: Management Consulting
    • Company size: 2-10 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 10.0 /10

    Paldesk live chat

    Reviewed on 2018-10-22

    with Paldesk we can convert customers and improve customer service

    with Paldesk we can convert customers and improve customer service

    Pros

    Easy to use, one dashboard for all channel (website, Facebook, email, ...) Mobile app, Integrations,

    Cons

    In free versions are Facebook, e-mail and the web, but not Twitter

    Mirjana R.
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 51-200 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 10.0 /10

    Great Omnichannel Chat!

    Reviewed on 2018-09-20

    I have better communications with my customers :)

    I have better communications with my customers :)

    Pros

    Simplicity and Pal brand is great thing! :)

    Cons

    Maybe more features like video recording

    Showing 5 reviews of 10 Read all reviews

    Paldesk FAQs

    Below are some frequently asked questions for Paldesk.

    Paldesk offers the following pricing plans:

    • Starting from: US$9.00/month
    • Pricing model: Subscription
    • Free Trial: Available

    Rookie: 11$ monthly billing/ 9$ annual billing/ per agent Early Stage: 19$ monthly billing/ 14$ annual billing/ per agent Rising Star: 29$ monthly billing/ 22$ annual billing/ per agent

    We do not have any information about Paldesk features

    Paldesk has the following typical customers:

    Self Employed, 2-10, 11-50, 51-200, 201-500

    Paldesk supports the following languages:

    English

    Paldesk supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    Paldesk integrates with the following applications:

    Drupal, Facebook, Gmail, Joomla, Magento Commerce, Mailchimp, PrestaShop, Slack, Squarespace, Twitter, WordPress, Zapier

    Paldesk offers the following support options:

    Email/Help Desk, Chat

    Related categories

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