HelpDeskEddy
Russian help desk that puts email, messengers, social, chat, and calls into one ticket queue
About HelpDeskEddy
HelpDeskEddy is a help desk and ticketing system from Moscow-based Eddy Service LLC, a Skolkovo resident. It turns email, Telegram, MAX, WhatsApp, VK, website chat, and phone calls into numbered tickets with an assignee, SLA deadline, and full conversation history, and adds AI reply suggestions and a first-line bot trained on your knowledge base. It is sold as a cloud service hosted in Russia or as an on-premise install, and the interface and website are in Russian.
Pros & Cons
Pros
- Covers Russian-market channels that Western help desks lack, including MAX, VK, Odnoklassniki, Avito, Yandex Messenger, and a dozen Russian telephony providers
- Pricing is per agent only: tickets, contacts, rules, and customer accounts are not billed
- Offers both a Russia-hosted cloud and an on-premise version with the same feature set
- AI reply suggestions, summaries, and a knowledge-base-trained bot are built into the ticket view rather than sold as a separate product
- 14-day free trial with full functionality and no card required
- Migration and setup help from the implementation team is included, with published case studies from Cian, Unisender, YCLIENTS, and Whoosh
Cons
- Website, documentation, and interface are Russian-only, with no English or international site
- Billing is in rubles via Russian invoices and hosting is in Russia, which rules it out for most teams outside the region
- No call recording review or conversation scoring module for quality assurance
- On-premise version requires at least 20 agents and has no published price
- Setup of ticket types, departments, and SLAs takes deliberate configuration work before go-live
Key Features
20+ intake channels
Email, website chat widget, client portal, Telegram (bot or personal account), MAX, WhatsApp, Viber, Yandex Messenger, VK, Odnoklassniki, Avito, and phone, with no limit on connected mailboxes, numbers, or accounts.
Dispatcher automation rules
Condition-to-action rules that run on any ticket event, such as routing emails that mention refunds to logistics with high priority, configured in the UI without code.
SLA tracking
Response and resolution deadlines calculated against a working-hours calendar, with different targets per client group and highlighting of tickets about to breach.
AI assistant (Helpfy and Suflyor)
A first-line AI bot trained on your knowledge base, plus in-ticket reply suggestions, conversation summaries, AI routing to departments, and tone and grammar correction.
Bot builder
Button-based scripted bots with branching that run inside messenger channels, for example collecting an order number before a ticket reaches an agent.
Knowledge base and client portal
Public and internal knowledge base sections with per-article access, custom domain and CSS, and a portal where customers create tickets and check their status.
Reports and CSAT
More than 20 built-in reports covering SLA, workload, agent productivity, and tags, a custom report builder, CSV and Power BI export, and post-resolution ratings collected in the customer's channel.
Access control and security
Group-based permissions, departments and support lines, LDAP and Active Directory, SSO, two-factor authentication, and an audit log of settings changes.
Integrations and API
100+ integrations including amoCRM, Bitrix24, Jira, Albato, and Russian telephony providers, plus a REST API, outbound webhooks, and a plugin marketplace.
Mobile apps and SDK
iOS and Android apps for agents, and a WebView/SDK for embedding support inside your own mobile app.
Pricing
- From 1 agent, no upper limit
- Servers in Russia, invoice payment in rubles
- Email, telephony, VK, Odnoklassniki, MAX, Telegram, WhatsApp
- Automation rules and response templates
- Reports and analytics
- Knowledge base for staff and customers
- Unlimited tickets, contacts, and rules
- Client portal and online chat widget
- 100+ integrations and open API
- Everything in Cloud monthly
- 20% discount for annual payment
- From 20 agents
- All cloud features
- Hosted on your own servers
- Regular updates
- Customization options
Best For
Customer support for Russian e-commerce and services
Online stores, fintech, and telecom teams pull Telegram, VK, Avito, email, and calls into one queue with SLA deadlines and automatic routing.
Internal service desk
IT, facilities, accounting, and HR departments handle employee requests for access, equipment, and incidents with ticket types, priorities, and support lines.
Multi-brand or outsourced support
Support outsourcers and company groups separate teams by department, domain, and permissions so each brand's agents only see their own tickets.
Replacing a foreign help desk
Russian companies moving off Zendesk, Intercom, or Jivo migrate ticket history and keep data on Russian servers or their own infrastructure.
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