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Never use smartfares.com, LBF Travel, or TravelerHelpDesk - Air Travel Forum

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Never use smartfares.com, LBF Travel, or TravelerHelpDesk

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(They are all the same company)

I usually never post reviews, but my experience was bad enough that I want to make sure there continues to be a recent stream of negative reviews for Smartfares that will hopefully deter people from using Smartfares, LBF Travel, or TravelerHelpDesk in the future. I will post the details of my experience in separately.

Note: I wish I had done more research on Smartfares before I bought my tickets, but I didn't, so please don't bother telling me this in the comments. I chose to use Smartfares as opposed to booking through the airline's site directly because the airline's site was buggy, difficult to navigate, and kept showing up in a different language.

131 replies to this topic

The time to research is before entering into a contract, Janet, not afterwards. I'm sure you realise that now, and have learned an expensive lesson.

“Trip Advisor should NOT promote thwir service.”

Regardless of what happened, Trip Advisor most certainly does not “promote” their service, nor anyone else’s. Companies pay to advertise on TA and TA makes it very clear that this is the extent of their relationship, much like a company taking out an ad in a newspaper. Just because you like a newspaper does that mean you trust every ad found within? Of course not.

Have you disputed the erroneous charges with your bank?

>>>Trip Advisor should NOT promote thwir service.<<<

I think that what you are actually saying here is that TA should not take adverts from this company because you trusted TA to only deal with very good companies.

TA aren't going to change because they need the money that advertising brings in. So that means that you have to change instead, and check out companies rather than trusting them simply because they have paid to appear on another site.

The next thing to do, though, is to contact your card provider for help, as you've paid for something you haven't received.

If TravelerHelpDesk did complete the original ticket purchase - it's difficult to tell from post 19 - then it will probably have been a nonrefundable ticket. If that was the case then on cancelling the ticket you'd be eligible to receive some of the taxes and fees, less THD's fee for pressing a few buttons. The fare rules are set by the airline , not a shoddy third party site.

'I will post this review about this company on every social media page that I own (Youtube, Facebook, Instagram, Snap Chat, Twitter, and my blog) and every review site that exists' You could do that but there are better ways to spend your time. This forum alone is packed with complaints about miserable ticket flogging websites, but despite that people continue to hurry to give them their details and credit card numbers.

If THD did not complete the original purchase - you did check that booking at the airline's website, didn't you? - then talk to your credit card provider about the charge.

• Domestic To International Flight Time is Less (DELHI TO KL) 6:57 am
• Airline free checked baggage 6:55 am
• Left luggage 6:49 am
• Is this a glitch? 6:30 am
• Refundable Ticket vs. Trip Insurance 6:06 am
• Aer Lingus MAN-JFK auto seat selection 5:43 am
• Esta help 5:21 am
• Gurufare? Anyone use? Experiences good or bad? 4:53 am
• Virgin to Jamaica 4:41 am
• Easyjet middle name 3:20 am
• Japan Airline 777 er…. Seat 12A 3:20 am
• GotoGate Not Refunds 3:05 am
• Emirates family skyward miles 2:39 am
• Kenya Airways Meals 2:17 am
• ++++ ESTA (USA) and eTA (Canada) requirements for visa-exempt foreign nationals ++++
• ++++ TIPS - PLANNING YOUR FLIGHTS +++++++
• Buy now or later? What's with these screwy ticket prices?
• Around-the-world (RTW) tickets
• All you need to know about OPEN JAW tickets
• Beware of cheap business class tickets (sold by 3rd parties)
• ++++ TIPS - PREPARING TO FLY +++++++++
• TIPS - How to prepare for Long Haul Flights
• TIPS - Being Prepared for Cancellations and Long Delays
• TIPS - How to survive being stuck at an airport
• Flights delays and cancellations resources
• How do I effectively communicate with an airline?
• Airline, Airport, and Travel Abbreviations
• Air Travel Queries: accessibility,wedding dresses,travelling with children.
• Connecting Flights at London Heathrow Airport
• TUI Airways (formerly Thomson) Dreamliner - Movies and Seating Information
• ++++ COVID-19 CORONAVIRUS INFORMATION ++++
• Covid-19 Coronavirus Information for Air Travel

Best help desk software of 2024

Ticketing systems and help desk software for customers and staff

Best overall

Best cloud contact center, best for chatbots, best for automation, best ticketing software, best live support, best comprehensive, best for gmail, help desk software faqs, how we tested the best help desk software.

The best help desk software makes it simple and easy to manage support requests from staff or customers from a single easy-to-use platform.

1. Best overall 2. Best cloud contact center 3. Best for chatbots 4. Best for automation 5. Best ITSM 6. Best ticketing software 7. Best live support 8. Best comprehensive 9. Best for Gmail 10. FAQs 11. How we test

This has become an integral part for most businesses these days. While ticketing support was previously something customer-facing businesses might focus on, these days the expansive use of IT systems means that internal staff support is often integral, too. Therefore help desk and ticketing software platforms have become extremely common.

The best help desk software will also offer third party integrations with other essential business software platforms, especially CRM software . Additionally, the inclusion of analytics makes them invaluable for measuring key performance indicators (KPI's) for helping to improve overall efficiency and productivity .

Help desk software isn't just for ticketing support for staff either, as it can easily be used for front-facing customer support issues. This has been underlined by the recent pandemic, with enterprises moving customer support platforms online instead of relying on telephone call centers.

However, finding the best help desk and ticketing software for you can be a challenge when there are now so many different options available. 

Below we've listed the best help desk software currently available.

We've also highlighted the best live chat software .

Reader offer: Get 15% off on all Tidio plans and periods

Tidio is a live chat, chatbot, and ticketing solution that helps with customer problems while also generating sales. Ideal for mid-size businesses, it offers quick messaging, an AI response chatbot, multitude of support options among other features.

Preferred partner ( What does this mean? )  

The best help desk software of 2024 in full:

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1. LiveChat

Our expert review:

Reasons to buy

LiveChat offers a complete customer help desk platform to help support customers as well as sales teams. As well as being able to add chat widgets to your website, you can also manage multiple communications channels from a single dashboard, which can include email, chat, SMS, apps, as well as the website itself. You can also import Facebook Messenger, email, SMS, and Apple Business Chat messages into your LiveChat system to make managing support requests easier.

Additionally, LiveChat also offers integrations for a wide range of other common software platforms, such as Salesforce , Shopify, Hubspot, Pipedrive, and WhatsApp .

LiveChat offers three basic plans, each of which is available through a month-to-month or annual subscription. The Starter plan is impressively full-featured. The biggest limitation is that you can only keep 60 days' worth of chat history. You also miss out on some customization and reporting features.

The messaging interface itself is very similar to Facebook Messenger. You can easily see all of your current chats and queued chats in a column on the left-hand side of the window, and then focus in on a single chat in a center column. On the right, you’ll get a detailed overview of the customer you’re messaging.

You can share files back and forth with customers, send link buttons or a calendar to schedule a meeting, or set up canned responses to quickly answer common questions. LiveChat also enables you to easily transfer chats between support agents, which is helpful if your business has multiple departments with different specialties.

LiveChat also makes it easier to manage messages, offering sneak peeks, customer details, and agent groups. It also allows you to share announcements, introduce new products, and invite visitors to chat. Personalized greetings are available according to range of criteria, such as time on site, location, and previously visited pages.

Another thing we liked about LiveChat is that it helps you ensure that your customer support is high-quality and consistent over time. The software comes with several premade surveys that you can send to customers after a chat, and Team and Business users can create custom surveys as well. 

The company uses its own product to provide live chat support 24/7. We were also impressed with the amount of information offered in the platform’s online help center. The tutorials are extremely detailed and include screenshots for every step when explaining how to do something with LiveChat.

All chats are protected by 256-bit encryption. Team and Business users can enable two-factor authentication, although we’d like to see this feature made standard for all users. Administrators can also limit the number of IP addresses that can log into LiveChat at once to prevent unauthorized use of your support line.

As a help desk and ticketing solution, LiveChat is very price competitive, with even the starter plan offering a rich array of features. More expensive plans add more features, which can include more advanced reporting, additional customizations, and more team administration functions.

Read our full LiveChat review .

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2. RingCentral Contact Center

RingCentral Contact Center includes all the main features you’d expect from an advanced communications platform, from call handling to omnichannel routing, CRM integrations, to analytics for agent performance management.

The 'Core' tier is touted as 'a reliable system to get your business up and running.' This seems like a fair assessment, given the core plan includes both unlimited domestic calls as well as SMS/MMS. Other features of the core plan include IVR (Interactive Voice Response), which can be integrated with RingCentral Office, SSO (Single Sign On), analytics for IT Administrators and interactive Qos Reports.

The 'Advanced Plan' is also more useful for companies with multiple sites, as it can provide features like individualized outbound caller ID per name per site. This tier is also best for CRM Integration as it provides access to over 300 popular apps including Salesforce and ZenDesk. If your business is still kicking it old school there's even support for Internet Fax .

One area where RingCentral especially stands out is a focus on collaboration that runs through the service, and not only allow agents to have quick access to the information they need, but also allow them to update this on the fly according to changing conditions. 

Another strong point is the wide range of integrations RingCentral is able to handle, such as from SalesForce, Zendesk, Oracle, ServiceNow, and Microsoft Dynamics, so that communications can better work with sales, CRM, and other essential backend software.

RingCentral also offers a range of advanced features to allow for more advanced service customization, especially through its developer platform.

If you go for the 'Advanced' or 'Ultra' subscription you can manage multiple sites, making it easier to tailor your services to callers' needs. The use of Cloud VoIP also makes it extremely simple for customers to reach your fellow workers, given that calls can be managed by a single unified app which can be used anywhere there's a connection. 

This ease of use extends to employees as well, as it's extremely simple for managers to add, change and move employees between sites on the go. RingCentral are also trialing a " Push to Talk " feature for the app which will allow real-time communication between workers.

RingCentral boasts full compliance with numerous security standards, including HIPAA, CPNI, SOX, and PCI.  The platform uses Transport Layer Security (TLS) and Secure Real-Time Transport Protocol (SRTP) encryption for transmitting data, similar to Microsoft Teams .  Their data centers also have a number of onsite engineers and security guards.

In case you don't want to take RingCentral's word for all of this, the company claim to submit to regular independent audits to make sure they're compliant with all security standards.

We were also very pleased to see since our last review in October 2022 that RingCentral is now much more transparent about subscriptions : pricing plans are available to view on their website without users needing to enquire first. 

Read our full RingCentral Contact Center review . 

Reasons to avoid

Tidio is a live chat, chatbot , and ticketing solution aimed at mid-size businesses looking to solve customer problems while generating sales. Its extensive chatbot template library covers both support and sales scenarios, and an advanced AI response bot can hold a conversation for a heftier price tag.

One of the biggest draws of Tidio is that it offers a free tier, with fairly minimal strings attached. For instance, if you're not prepared to pay anything at all you'll only need to live with the fact that your chat widgets will have a logo saying "Powered by Tidio". (You can turn this off for monthly fee).

Tidio  claim that all chat connections are encrypted using "the 256bit SSL protocol." As SSL was officially deprecated in 2015, we assume they mean they use TLS .

We were more reassured to learn that all Tidio domains use HTTPS and that any sensitive information like passwords and credit card numbers are stored in their databases using a one-way cryptographic hash.

Their infrastructure uses AWS servers , which are generally considered to be very secure and reliable. 

Tidio has a dedicated Help Center, which discusses common topics like getting set up, customizing widgets, managing chatbots and so on. 

You can access this via the 'Resources' section on the main website. We were astonished to see that Tidio also offer a free e-book for download here on how to use AI to improve customer service for your online business. This forms just one of the titles available in the extensive 'Playbook Library' in the Support pages.

Tidio grabs attention with a slick design, quick messaging, and straightforward features. It gives customers plenty of support options, from live chat and chatbots to ticketing, Instagram messages, and Facebook Messenger chat. A self-learning AI response bot sets it apart from similar competitors, while the free plan offers a basic option for the budget-conscious.

While we're talking budgeting, the basic 'Chabots' plan includes just 2,000 'triggers' : a 'trigger in this case is any time a chatbot is activated per unique customer. This remains true even if the customer doesn't interact with the chatbot in a meaningful way,. Of course you could just max out your quota but that will cost you nearly 5 times the amount of a standard 'Chabots' plan. 

Overall, while Tidio’s neatly-designed live chat, chatbot, and ticketing combo is great if you’re starting out or growing, for advanced support and analytics features you may need to look elsewhere. 

Read our full Tidio review .  

4. HelpDesk

As the name suggests, HelpDesk is a cloud-based ticketing system for organizations of all sizes. The company themselves claim that over 5,500 'experts' are helping customers through its automation features.

Unlike the myriad of subscription options usually offered, the HelpDesk pricing page seems to offer just two.

The 'Team' plan includes obvious benefits like having all your messages in one dashboard, inclusion of all customer data within tickets and even a 'private' notes feature for agents to share observations. Other perks include customizable canned responses and using AI to enhance text. Agents can also use automation to speed up repetitive tasks. 

There's also an 'Enterprise Plus' plan, although you need to contact HelpDesk in order to obtain a quote for this. It has all the listed features of the 'Team' plan along with a few extras such as audit logs of any changes made to applications as well as tailored security assistance. 

Naturally it's hard to say whether these add-ons are worth the extra cost without knowing the price. There's also no 'free' tier although HelpDesk offers a free 14-day trial with no credit card required.

One of the hallmarks of the platform is that agents can find individual cases easily, as well as edit multiple tickets at once. As pointed out in customer reviews, you can create ticketing lists using defined filters and tags to do this. You can also create custom fields to detail your tickets with additional requester information, as well as your own e-mail templates.

HelpDesk have clearly placed an emphasis on team collaboration on tickets. Aside from allowing agents to send customized canned responses, you can check the status of tickets simply to see to whom it's been assigned and change this with a few clicks.

One of the biggest draws of HelpDesk is that it's cloud-based, so should run effectively on any machine that has a web browser. From online reviews we've read, there are those who find the user interface clunky as well as those who find it quite intuitive. HelpDesk are keen to show how seamless it can be to automate tasks via a short online video demo.

HelpDesk have a dedicated Security page, where they confirm their data centers are provided by IBM Cloud, located both in Texas, US and Frankfurt, Germany. Connections are encrypted with the TLS 1.2 protocol but we couldn't find any information on how data's secured when at rest.

Both pricing tiers of HelpDesk include 24/7 support by e-mail chat and phone, though if you want a dedicated trainer to help you with the platform you'll need to sign up to the 'Enterprise' plan.

The Help Center is also an excellent resource, with clear guides on common topics like setting up your account and integrating apps.

There's a lot to love about HelpDesk. Although subs are a little pricy, for your money you do get dedicated 24/7 support by phone, chat or e-mail. The interface also seems to be very simple to master.

Read our full HelpDesk review .

5. SolarWinds Service Desk

SolarWinds Service Desk is a full-range IT service management (ITSM) solution for medium to large businesses. It is entirely cloud-based and boasts powerful features like smart ticketing, asset management, and workflow automation. 

SolarWinds is built upon a ticketing system that allows employees to submit support requests to the IT department. It also comes with an asset management functionality that helps you keep track of all your hardware and software throughout their life cycles. 

SolarWinds offers a very simple pricing structure, offering a choice of three plans. The 'Essentials' plan is designed for 'growing teams' and includes features such as Incident Management, as well as your own Knowledge Base, Service Portal, Satisfaction Surveys and Real Time Agent Feedback.

The 'Advanced' Plan includes all the features of the 'Essentials' Plan plus superior features such as custom fields and forms, contract management, license compliance, scheduled reports and API access. Crucially the 'Advanced' Plan also supports automation of work flows as well as benchmarking.

'Premier' plan subscriptions includes all the above features plus a visual CMDB (Configuration Management Database) with Automatic Dependency Mapping, a 'Premier' Virtual Agent, up to 1500 API calls per user, per minute and automated runbooks . 

All plans support an unlimited number of users and can be tried out free of charge for 30 days.

SolarWinds confirm all of the above on their dedicated ' Information Security ' page, which includes a link to their 'Security Statement'. In this they confirm that they follow the voluntary NIST Cybersecurity Framework, which is designed for companies that form part of the critical infrastructure of the USA. 

Unfortunately if you're looking for specific examples of how data is encrypted during transmission and in transit e.g. TLS and AES, then you'll need to contact SolarWinds directly to ask how this is being done.

SolarWinds offers varying levels of support to customers based on their subscription plan. If you choose the lowest 'Essentials' tier you benefit from 'Community Support', where other SolarWinds users can offer advice and assistance via a dedicated forum. 

Both e-mail and chat support are also available via Service Desk 24 hours a day, 7 days a week. 'Advanced' or 'Premier' subscribers also benefit from phone support. 

Solarwinds Service Desk is ideally suited to companies with large IT departments that are looking to provide high levels of service for their own employees and internal customers. It is reasonably priced and comes with a generous free trial so you have enough time to evaluate its capabilities.

While we did find the web app to be a bit slow sometimes, in general, we were impressed by how easy Solarwinds Service Desk is to use and the level of control offered over how data was presented and updated.

Read our full SolarWinds Service Desk review .  

6. Freshdesk

Freshdesk is a help desk software solution that has a number of features to increase the efficiency of workflows. These include a team inbox to manage incoming tickets from several channels to one location, the ability to designate and create custom ticket statuses that work for your organization, canned responses to common trouble issues, and a team huddle to bring in expertise on more complicated challenges.

There's a free tier that helps provide a taste of how the software works, though it is necessarily limited in scope. Paid plans add automations, time tracking, satisfaction surveys, performance reports, and a host of other features. channel. 

Freshdesk offers four Support Desk plans, which don’t include Messaging and Call Center, and three Omnichannel plans, which do. You can try out any plan for 21 days before committing to a subscription. Freshdesk lets you pay monthly or annually, and annual subscribers save 17%. 

You can try out any of the plans as a free trial for 21 days. This includes Enterprise or Pro Omnichannel Plan. You can try out any of the plans as a free trial for 21 days. This includes Enterprise or Pro Omnichannel Plan. 

This software can integrate information from multiple channels including email, phone, social media and chat.  More advanced features include "Agent Collision Detection", which prevents multiple agents from unknowingly working on the same ticket. Freshdesk also supports SLA Management, so you can set deadlines for ticket response and/or resolution. This is made easier by the "Ticket Field Suggester" which can automatically categorize tickets and make sensible suggestions for filling fields. 

We were also impressed to see that Freshdesk has a built-in "Thank You Detector". This prevents tickets from being reopened if a customer responds with a thank you. More recent efforts have focused on using Freshdesk's "Freddy AI" to generate plausible responses to customers and boost productivity. Freshdesk has introduced a number of features around this such as 'Summarize'. 

Addons are available to introduce machine learning into workflows, as well as a field service management platform.

The good people of Freshworks seem to take security very seriously. The company claims that its servers are hosted in "world-class data centers that are protected by biometric locks and 24-hour surveillance".

All Freshdesk accounts come with an SSL certificate , which is enabled by default. Customers are free to set up their own support domain or vanity URL. You can also set up your own custom SSL URL - Freshworks claim they can get this feature up and running in 72 hours.

Freshworks also claim that all customer data is encrypted when at rest and that they use SHA-256 encoding (presumably for storing sensitive data like passwords and credit card numbers).

Freshdesk support pages are well-laid out and contain all the sections you'd expect for navigating such a complex platform. We were particularly delighted to see a "Getting Started" section which includes common topics like setting up support channels and getting to grips with the Admin section.

Despite the large number of tools and features that Freshdesk brings to the table, we found the software to be surprisingly easy to use. It’s well organized, and makes it easy to start answering tickets and chats right away. 

Read our full Freshdesk review .  

7. LiveAgent

LiveAgent uses a merged narrative model where all communications with the customer are presented to the agent as a unified conversation, irrespective of the channels used.

This blended call center solution has sophisticated rule-based escalation, live chat, scripting, call logging and recording. And, it includes analytical analysis to gauge service standards and avoid customer satisfaction issues.

LiveAgent offers a free plan that’s surprisingly full-featured. You get one live chat button, ticketing for one email address, and call center support for a single phone number. The big catch is that the platform only captures up to seven days of your support history.

The 'Small' plan includes ticketing for up to 3 incoming/outgoing e-mail accounts, 2 live chat buttons, 10 departments, a single live chat button and API key, a Knowledge Base . Ticket history is stored indefinitely and you can create up to 20 predefined answers.

The 'Medium' plan includes all of the above as well as ticketing for up to 10 incoming/outoing e-mail accounts. You also get 5 live chat buttons, 20 departments, custom domain hosting and most crucially Call Center Support. 

LiveAgent claims that their 'Large' Business plan is their most popular. This includes everything in the 'Medium' plan as well as ticketing for up to 150 incoming/outgoing e-mail accounts. You'll also receive 20 live chat buttons and 3 WhatsApp accounts. 

The 'Enterprise' plan is LiveAgent's most expensive tier. It includes all the perks of the 'Large' plan plus ticketing for up to 500 incoming/outgoing e-mail accounts. You can optionally add support for social networks for an additional monthly fee. 

If you want to trial any of the paid plans, you can do so for 30 days provided you have a company e-mail address. If you use a regular e-mail your trial lasts just 7 days. 

Integrations are also available, such as for Zapier, tracking with Google Analytics, email marketing with MailChimp, eCommerce with numerous packages, CRM, CMS, and social media via Facebook and Twitter.

LiveAgent offers 24/7 technical support by phone, live chat, and email. There's also an extremely comprehensive online support portal.

We were particularly pleased to see a link at the very top of the portal to the new ' live status ' page, which reported that unless you were relying on LiveAgent's New Jersey data centers the network has been functioning perfectly for the past 90 days.

The 'Getting Started' section of the Knowledge Base also has some extremely useful articles.

All the LiveAgent servers are are based in US, Asia and Europe but you can choose store your data in US the Europe.

Their pricing page also mentions that all accounts are secured using SSL to keep your data safe. After doing some probing in LiveAgent's comprehensive knowledge base we found that data is encrypted using TLS 1.2 when in transit between clients are load balancers. Database backups are also encrypted when at rest. You can also filter access to the platform by IP address.

Overall  LiveAgent does a nice job with auto-routing tickets across teams and helping your support agents stay on the same page when dealing with an influx of customer requests but we'd like to see cheaper/free support for social media accounts.

Read our full LiveAgent review . 

Zendesk Support is a software package that provides organization with a variety of customer support interactions in one accessible database. It has the features for an efficient workflow, including web widgets, the ability to search a customer’s history, and predefined ticket responses. 

Another standout feature is integrated surveys for customer satisfaction ratings, combined with analytics and performance dashboards to track ongoing performance. Its ticketing management system provides a lot of fine-grained control over tickets.

SInce our last review in 2020 ZenDesk has simplified its pricing into 4 main tiers. This is a big improvement as previously there were no fewer than 7 base modules with specific features for each application.

The 'Suite Team' comes with a number of respectable features including a ticketing system which arranges all conversations into a central hub.

Even at this basic tier the platform also supports connecting with clients via email, chat voice and social messaging, as well as 'Standard' bots and macros which can automate responses  to basic queries. You also can set up a help center, access analytics through prebuilt dashboards and integrate over 1,000 apps.

The 'Suite Growth' plan includes all of the above, as well as extra features like being able to create customized support forms, SLAs, CSAT ratings and a self-service portal.

The 'Suite Professional' plan is Zendesk's most popular subscription. It includes all the perks in the above plans plus custom analytics, a live dashboard and the ability to link Slack and e-mail conversations to tickets, 

ZenDesk also offer a 'Suite Enterprise' plan, which has perks above and beyond existing tiers such as a sandbox to test out new features and workflows and very high API rate limits. They encourage interested subscribers to contact their sales team for pricing information.

You can sign up for a free 14-day trial with no credit card required.

ZenDesk also claim to have 24/7 security and carry out regular network scans both within the company and with the help of third-party penetration testers to make sure security is up to scratch.

All communications with Zendesk UI and APIs are encrypted via industry standard HTTPS/TLS (TLS 1.2 or higher) over public networks. Service Data is encrypted at rest in AWS using AES-256 key encryption. You can also set up your own hosted TLS certificate for your organization's help center. 

While we're talking help centers, there's dedicated support pages for the ZenDesk suite, which contain helpful introductions to tools like 'Agent Workspace' and how to use the website or mobile app to have conversations with customers. The 'Support and Ticketing' section contains answers to common questions like how to manage the ticket workflow or how to integrate with Slack. The Help page also has detailed guides on common Admin issues such as user management, account settings and billing, as well as integrating apps.

Overall, Zendesk is a powerful CRM software provider with a range of solutions for businesses of all sizes. We didn’t come across too many negatives when we were testing it out, although the pricing of its high-end plans is quite steep. 

Read our full Zendesk Support review . 

Hiver touts itself as the world's first Gmail-based helpdesk. In other words you can use it entirely from Google Workspace without installing any unnecessary extra software. In theory this means minimal fuss with setup and virtually a zero learning curve, provided you can trust your data to the gods of Google.

Hiver has three main pricing plans. The 'Lite' tier supports up to 10 agents over 2 shared e-mail inboxes. Users have unlimited access to e-mail templates and tags. You can also set up live chat, your own knowledge base, Whatsapp channel and shared contacts. 

The 'Pro' plan includes all of the above, along with unlimited users, plus more emphasis on SLAs and analytics. 

The 'Elite' plan includes a warning system for SLA breaches and skill-based auto assignment of tasks. Subscribers to this plan also receive help with making your data HIPAA compliant. 

If you have over 50 'seats' Hiver encourage you to get in touch for custom quote. You can also sign up for a 7-day free trial of any plan without providing credit card details.

Hiver's chief-selling point is that it works as a help desk right from your e-mail. This means if your team has a shared inbox, it can turn e-mails into 'actionable tasks' as the features page puts it. Messages can be tagged and/or prioritized by users. They can even tag other users in notes to help collaborate on issues.

On the plus side if you and your team already familiar with Gmail and are happy to use the interface this will mean virtually zero time spent in getting to grips with it. 

Hiver maintain a dedicated 'Security Center' on their website. Given that it sits on top of Gmail, we were pleased to see it answered one of the first questions we had right away : the company doesn't store your e-mails on its servers, instead leaving that to Google. They do, however, store some metadata like e-mail subjects.

When it comes to process e-mail data, they claim the 'raw' data is stored temporarily and encrypted until it's synced across Gmail accounts, after which it's deleted permanently.

All Hiver's servers use network firewalls and all data transmission to or from Hiver happens over 128-bit SSL encrypted connection. Their application endpoints are TLS/SSL only and score a rating of “A+” rating on SSL Labs tests.

Unsurprisingly Hiver uses Google SSO (Single Sign On) to access the app and users can revoke Hiver's access to their G Suite at any time.

The company has been working hard to be compliant with GDPR (General Data Protection Regulation) but therein lies the catch :  in 2019 Google was fined for breaching the GDPR, so this begs the question whether you want to trust them with even more of your customer data.

Hiver has a dedicated Help Center, with helpful guides on topics like setting up your e-mail account and integrating a WhatsApp channel into Gmail. No matter which pricing plan you choose, all users receive onboarding support and 24/7 assistance via e-mail and chat. 

Leveraging an existing platform to manage tickets makes perfect sense, especially if you can include extra features like live chat and assigning tasks to other users. Hiver's pricing plans are also very reasonable. It's down to you to decide if you can trust Google with more client data. 

Read our full Hiver review .

Other help desk software to consider

Zoho Desk  is the cloud-based, help desk software offering that focuses on being context aware. It includes features such as prioritization of higher importance or overdue tickets, dashboards to track quality metrics, and the support to create a Knowledge Base for simpler issues that can be self-serviced. Zoho Desk can be used by agents with mobile apps for iOS and Android.

Kayako  is a help desk software offering that focuses on ease to use, and fosters a personal conversation with the customer. Standout features include support for the creation of multiple help centers each with their own content (termed Multibrand), live chat support, canned responses for common questions, support for SLA’s, and the ability to automate the workflow with smart business rules.

Agiloft  is another help desk option that aims to streamline operations and efficiency, and make actionable insights more easily available. It's a very scalable solution but also offers some very good pricing options. Agiloft have been a market leader since the 1990's, and the latest offering is slick and easy to both understand and use.

Bitrix24 is a powerful platform that includes a contact center as well as features for staff communications, project management, and CRM. The contact center aspect allows for a wide range of communications channels to be covered, not least live chat, social media messages, as well as SMS, email, and even phone calls. There's a free tier for up to 12 users.

Happyfox Help Desk review is a powerful and easy to use system that isn’t as competitively priced as it once was. But whatever is asked for this software, it might well be worth it for the high level of customisation and integration on offer. Happyfox users are generally very pleased with this solution due to the effectiveness of the ticket handling solution and the solidity of the platform.

We've listed the best Contact Center as a Service (CCaaS) platforms .

Which help desk software is best for you?

When deciding which help desk software to use, first consider what actual needs you have. For example, someone simply wanting to communicate with a handful of people on a casual basis may find a a free options such as email or social media cheaper is the more cost-effective. However, for professional or business purposes, especially with a large number of people and on a regular basis, then you will probably want to look to the higher-end help desk software options to properly cater for your needs, while also providing for all of the more advanced tools that are included.

To test for the best help desk software we searched for a range of popular options as well as took recommendations from people we know who use help desk software regularly. We then tried each platform to see how user-friendly each was, as well as determine what range of tools and advanced options were available. Pricing also came into account when determining our best list.

Read how we test, rate, and review products on TechRadar .  

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The 2024 guide to corporate travel management

What is corporate travel management, what does a corporate travel manager do.

• Booking trips for travelers (not only c-suite executives, but employees in any role).
• Helping individual departments track their travel spend so they can stay under budget.
• Providing travel support to travelers before, during, or after their trip.
• Selecting and managing any travel vendors or travel tools used.
• Working to negotiate corporate rates on hotels that the company uses often.
• Booking group travel.
• Organizing ground transportation like rental cars or rail
• Analyzing company travel spend, or delivering travel spend reports to the CFO for analysis.

What does a travel buyer do?

Stakeholders in the travel management process.

• In-house corporate travel manager
• Office manager or office team
• Head of operations / COO
• CFO and finance managers
• Panel of frequent employee travelers
• Current corporate travel agency or company

What solutions are companies using to book their business trips?

Consumer booking sites, traditional travel agencies, travel management software.

Save your company time and money on business travel

What are the drawbacks of each solution.

• Need to compare various websites and pay out of pocket in order to secure the best price
• Many hidden costs, with fees for cancellations and changes
• Many back-and-forth emails when booking for companies
• Need to pay upfront
• No support for issues on the road
• Time-consuming manual reimbursing and expense tracking
• Impossible to ensure compliance with company travel policy
• Online booking tools are typically buggy, with bad UX
• Employees end up calling support or book, when they’d rather save time by booking for themselves, with the options they want
• Costly service
• Above-market transport/accommodation prices
• Company policy compliance is difficult to guarantee
• Lack of travel inventory and options
• Clunky user experience that travelers don’t enjoy
• Offshore customer service, typically ranked as the top frustration in customer reviews
• Often overly complicated and feature-laden
• Impossible to control travel when travelers can’t or won’t use the tool
• Lacks low-price flights and hotels available online
• Impossible to guarantee company policy compliance

The pillars of modern travel management:

• Trust – Trust travelers to book using the approved process and policy, and make it easy for them
• Transparency – Let travelers see what they’re allowed to spend and choose accordingly, and let finance and administrative teams see what is being booked and why.
• Simplicity – Create a process that works and meets everyone’s needs.
• Impact – Measure the impact of business travel on the company and reduce unnecessary trips that leave travelers exhausted and businesses with needless expenses.
• Duty of care – Ensure a thorough duty of care strategy is in place to mitigate risks for employees when traveling
• Sustainability – Being aware of the impact of travel on the environment and adopting good practices to reduce the effect

How can a good corporate travel program help companies to save money?

Ensuring compliance with company travel policy, access to more affordable flight options, stay on top of travel spending trends, six steps to managing corporate travel effectively.

• Choose a smart booking tool
• Assure 24/7 travel support
• Create policies and approval workflows
• Organize and utilize travel spend data in real-time
• Improve collaboration between admin and finance
• Reduce your company’s carbon footprint

1. Choose a smart booking tool

• Self-booking within policy – Trust your travelers to book what they need, and set up policies and parameters
• Consolidated invoicing – The ability to get one monthly invoice for all travel from one vendor, instead of having it spread across the web
• Travel spend reporting – Easy access for all finance and administrative team members who need to track travel itinerary details and spend by cost centers, tags or labels
• Easy booking process that travelers love – Invoice consolidation and accurate reporting are impossible if employees want to cheat on the approved tool, so choose a tool that’s easy to use with consumer-grade UX. Make their entire travel experience, from booking to coming home, as easy and smooth as possible. Introducing a mobile app is just an added bonus!
• Great inventory – Inventory is not a side note. Make sure the platform you use has every available option you can find online and that the company is committed to adding more inventory
• Travel support – You need travel assistance that’s available 24/7 in your native language so that employees can get help even when the internal admin team is unavailable

2. Assure 24/7 travel support

Here are the requirements to look for in travel support:.

• Available 24/7
• Easy to reach a real human
• Guaranteed follow-up and follow-through
• Native language support
• Fast escalation for big issues

3. Create policies and approval workflows

• Maximum cost of airfare
• Maximum cost per hotel per night
• Minimum amount of days booked in advance
• Hotel star rating
• Flight class allowed

Travel Management: The Ultimate Guide

Approval workflows.

• No approval required for any trip
• Approval required for some trips
• Approval required for every trip

4. Organize and utilize travel spend data

• Cost centers – Does your company use different payment accounts for different geographical regions? How many cost centers does the company have? Make sure that travel spend is getting charged to the right accounts and that you're making accurate expense reports.
• Tags and labels – Beyond cost centers, are there any important filters that the finance team would have to have when viewing travel spending reports? For example, would they like each trip tagged by team or by project? Decide upfront so that the tagging system can be implemented clearly from the get-go.
• Keep all travel in one place – to get accurate travel data, you need to keep all travel in one place—whenever possible. Work with a travel management solution that integrates with providers that matter to your company, such as budget airlines, AirBnb or European train lines. If your company has negotiated hotel rates, you want your corporate solution to be able to book those rates for you, so you don’t lose the travel data by booking directly.

5. Improve collaboration between admin and finance

• Streamlined approvals process – If your approval process requires action from the admin and the finance team, try to make this as seamless as possible.
• Easy access invoices – The finance team needs to grab all invoices quickly so they can reconcile expenses and set clear reimbursement processes. The best way to do this is to use a platform that consolidates travel spend into one monthly invoice.
• Ability to track spend instantly – Consolidate all travel spend into one platform so that they can generate reports on what is being spent, by who, and why (when using tags and labels). Same as with the invoices, determine whether you need to send them a monthly report, or if they want to download it themselves.
• Cost savings on trips – Fixing travel isn’t just about saving time. Many businesses are still using travel booking platforms that were built in the 80s and 90s. This means that they markup the inventory so that the company is paying more than a consumer would! Impress the finance team by reducing travel costs and introducing consumer-grade prices for trips.

6. Reduce your company’s carbon footprint

• Work out your starting point by calculating your company’s travel carbon footprint
• Design a green business travel program, which creates data-driven strategies to increase employee commitment
• Choose economy class
• Reduce your fuel consumption where possible
• Pick low-emission airlines and avoid layovers
• Vet your accommodation for sustainability practices
• Utilize green travel tax breaks

The bottom line: it's time to upgrade your travel management

Let’s bring it all together.

• Choose a smart booking tool – Meet everyone’s needs
• Share the burden of travel support – Don’t try to do this alone
• Set up cost centers and labels – Let the tool reflect the business
• Create policies and approval workflows – Put the policy inside the booking process
• Improve collaboration between admin and finance – Grab invoices and reports

Make business travel simpler. Forever.

• See our platform in action . Trusted by thousands of companies worldwide, TravelPerk makes business travel simpler to manage with more flexibility, full control of spending with easy reporting, and options to offset your carbon footprint.
• Find hundreds of resources on all things business travel, from tips on traveling more sustainably, to advice on setting up a business travel policy, and managing your expenses. Our latest e-books and blog posts have you covered.
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TravelODesk   Reviews

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Reviews 4.5.

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Excellent service!!

Excellent service!!! We had a trip from Gorakhpur railway station to the Nepalese border. We booked this service of TravelOdesk on 12Go.asia website and worried how the driver would find us at the station. There was no meeting point in the PDF-ticket. But one day before departure, we received a message on WhatsApp with all the necessary details. Despite the fact that the train was delayed, the driver was waiting for us on the parking. Thank you very much.

Date of experience : September 11, 2019

Reply from TravelODesk

Dear Nikolai, Travelodesk's whole team is indeed very delighted to see your travelodesk's service review. We were too very happy to serve you. We would be glad to serve you for your next trip to India. Keep using travelodesk car rental service in India. Regards Customer Support https://www.travelodesk.com

Had a wonderful experience

Had a wonderful experience. I booked a cab for my parents travelling to Mcleodganj and Dharmshala and it was such a smiith process. Sitting in the US it took me couple of emails and few phone calls to arrange this and they took care of everything. Tisha Tyagi was extremely helpful and she arranged everything that i had asked for. The driver was quite knowledgeable and took care of my parents showing them all the attractions. I would recommend everyone to use them for travel purpose.

Date of experience : November 23, 2019

Dear Ritesh Sir, Thanks a ton for your valuable feedback. We would be glad to serve you for your future trips for any city of India. Regards Customer Support TravelODesk

Very professional

Very professional, reliable and always there to support you during entire Journey. Felt very safe through out our Journey from Delhi to Badrinath. Driver was very experienced and always made sure we were comfortable. Very happy that we considered Travelodesk.

Date of experience : September 10, 2019

Dear Murli Sir, Thanks for your sparting time to write few lines about travelodesk cab service from delhi to badrinath. We will be very glad to serve you for your upcoming future trips to Uttarakhand. Warm Regards Customer Support TravelODesk.Com

Mumbai travel

Hired a innova again, this time to travel to Mumbai in Nov 2020. I was well pleased with the condition of the vehicle which was sanitized and clean given the current circumstances. Also, the driver Dilip maintained self sanitization when ever he came in contact with others at the toll posts. It was indeed a comfortable travel experience and I will recommend Travelodesk and their services attesting them for their time management, vehicle condition and their well groomed drivers.

Date of experience : November 27, 2020

Great service

Great service Easy to communicate with Prompt and efficient Clean and safe Highly recommend

Date of experience : March 31, 2024

Hi Stevens ! Thanks for your using our taxi service and appreciating our customer service response. We would like to serve you again and again Thanks Customer Support Travelodesk

Experience was great and very…

Experience was great and very professional. I highly recommend this company and I would like to thank our Chouffier Binoy who has been very helpful and accommodating to our needs. I also want to thank Saquib Mirza for monitoring and checking on us throughout the whole trip. He has been very supportive. Thank you !!

Date of experience : January 19, 2020

Dear Andy Baldwin, Thank you very much for your appreciation of our cab service used in Kochi, Munnar & Alleppey. We are delighted to see your positive review about our driver & team also. Keep using travelodesk again whenever you come back to India. Regards Customer Support TravelODesk India

One of the best car rental services…

One of the best car rental services across U.P and Delhi NCR. I hired a mahindra xuv 500 for uttrakhand trip with my friends. The car was brand new and loaded with all the necessary amenities. Fare price and great customer service made our trip completely awesome.. Will recommend it to everyone who plans to go for an incredible trip with friends or family..

Date of experience : September 26, 2018

Polite Driver of Honda Amaze Car

I booked taxi for my mother from Meerut to Bhiwani in the month of July-- I wanted to book Dezire but they gave me surprisingly upgraded car of Honda Amaze ( New Brand Car), I was happy to see car as well as during the trip, i found driver was very polite. I will ask all of my friends to Book Taxi with TravelODesk only....... Best of luck to this growing Car Rental Company------ Thanks Amit Rana for arranging a wonder trip for us. By- Nikhil Yadav S.I, Uttar Pradesh Police

Date of experience : July 18, 2015

Best Outstation taxi service from pune to Mahabaleshwar

i and my friend booked pune to mahabaleshwar cab for weekend getaway from Travelodesk and got very good deal & also travel experience. We covered almost every place to visit in mahabaleshwar. The driver was friendly & taxi was neat & clean. Only change was, i asked for dzire cab but they provided hyundai accent. They charged reasonable taxi fare. I would like to use travelodesk cab service again for my future trips

Date of experience : August 18, 2019

Dear Vasundhara Mam, Thanks a ton for sparing time to write few lines about the taxi service used you and your friend. We will be always happy to serve you for your upcoming future trips. Keep using travelodesk cab service in 200 + cities of India. Thanks Feedback Team https://travelodesk.com

Do not pay booking amount because this…

Do not pay booking amount because this site displays different rates. After booking with the initial amount. Someone Sushil will call and tell different rates. Even they do not refund that amount. Poor rating to such service as they are misguiding.

Date of experience : May 09, 2019

Dear Sandeep Sir, Hello From Travelodesk Feedback Team, Thank you very much for explaining your grievances about the rates which you booked online and thereafter you got a change in the fare over the call. We are extremely sorry about the inconvenience caused to you due to chardham yatra season. As it was informed already over the phone yesterday, that the rates which you booked online is valid only in non-chardham yatra season , the rates which we offered you was not any compulsion purchase instead you were given a choice of whether you want the new rates ( higher in chardham yatra season) or not. As far as new rates are concerned, these were given cheaper than other travel companies so that you can save your cost upon your travel from Rishikesh to Sonprayag. After the conversation with you over the phone, you asked me to wait for your next call ( you wanted to talk to other travel companies/travel agents) , which was very positive, therefore you never discussed to cancel the booking. As per our cancellation policy you get 100% refund on online booking if you cancel any booking 24 hours prior to your pick up date so nobody said " that you would not get your refund". Kindly send your account details to our support email id " [email protected]" with your reference number so that we can cancel your booking and refund your amount. But still our team would like to apologise for the inconvenience caused to you due to hike in the price due to high season of chardham yatra uttarakhand. Thanks again for your time. Have a good day

Efficient and reliable

The driver was punctual and polite and assisted us in finding our next accommodation. Pre arrival communication was clear and helpful and post ride check in.

Date of experience : March 03, 2024

Thanks a lot Sue for your feedback about our driver and the customer service communication. We will be happy to serve you in other cities of India as well. Thanks Customer Support

Honest people in Travelodesk

This is the second time I've rented from Travelodesk. It's always straight forward and quick. Same day car rental suits me best and Travelodesk provides that without an issue. Also, my plans change last minute and Travelodesk always proved to be understanding and flexible without penalty.

Date of experience : April 05, 2015

Thanks Travelodesk ,I have used…

Thanks Travelodesk ,I have used traveldesk for even small route Saharanpur to Ambla Cantt on February 12,2020.Good service , better response,nice behaviour of driver.

Date of experience : February 15, 2020

Dear Laxmi Narayan Sir, We are extremely delighted to see your travelodesk's review , which you wrote after using our cab from Saharanpur Railway Station to Ambala. Thanks for your time, keep using our taxi service in all over india cities. Regards Customer Support Travelodesk.Com

A seamless process!! Well done

We would like to thank you and your team for a great customer service and for all your assistance. Really appreciate their promptness and making it an easy process for me. The car was very good and we thank Kanishk for the comfortable journey. He was on time and was very courteous. The car was in great condition. Thank you very much . We will surely recommend the site to our friends and family in future.

Date of experience : May 12, 2019

Dear Dua Mam, Thank you very much for using our cab service from Sonprayag to Rishikesh ( Uttarakhand). We were really glad to get your golden words about our service. It motivates us to serve better and better. Keep using Travelodesk for your further requirement. Thanks Customer Support Portal Travelodesk India Pvt Ltd Travelodesk.com

pocket friendly luxury deals :-)

We had an awesome service experience during our vacation in andaman and nicobar islands. Travelodesk is best in providing luxury vacation, that too in budget. Gudluck guys..u have long way to go :-)

Date of experience : June 05, 2015

" I always use travelodesk taxi service…

" I always use travelodesk taxi service from ladnun to Jodhpur and from Jodhpur to Ladnun, because of availability of the cabs & ease of booking on travelodesk website, thank you very much and all the best for future. I forgot to mention, I get the invoice on time. "

Date of experience : November 21, 2018

Services are fantabulous

Services are fantabulous. These people will never disappoint you. Special thanks to Tisha Tyagi. Who is really helpfull in your smooth travel. I am writing reviews after using the services of this company like 5-6 times in a year.

Date of experience : July 19, 2021

Dear Ashish Sir, Thank you very much for your appreciation. We would like to serve you again and again. Thanks Customer Support Travelodesk

Recently I booked cab for my parents…

Recently I booked cab for my parents from Delhi to Mathura-Vrindavan & Agra and back, I must say it was a right decision and good experience of booking from you guys... travelodesk. Keep it up!

Date of experience : August 21, 2018

Dear Rohan Sir, Thank you very much for using our service and also appreciating the same. We would always like to serve you.

The package was AWESOME A SWEET…

The package was AWESOME A SWEET MEMORIES TOO. I am very happy and proud to say U people are AWESOME and Service was EXCELLENT. And it all happened TISHA TYAGI took the responsibility of our package Thank U Tisha

Date of experience : July 11, 2019

Dear Rajiv Sir, It's very pleasing & satisfying to read the positive feedback about travelodesk car rental services, used by it's customers. Thanks a lot for sparing the time in writing a very well framed review for travelodesk. Keep using our services in other parts of India too. Have a pleasant day ahead. Warm Regards Customer Support TravelODesk.Com

Great experience

I had a good experience with Travel O desk. Its a good option with decent rates compared to other vendors.The cab was well maintained, neat and clean. I would definitely recommend it.

Date of experience : July 07, 2021

Dear Sheetal Mam, Thank you very much for your appreciation of our cab service used for Mcleodganj. We are indeed delighted to see your positive feedback about our cab fare, cleanness of car and your experience with us. Keep using our taxi service everywhere in India. Thanks Customer Support Travelodesk

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