YellowFish Software Review

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Yellowfish Software was founded in 2001 and has its headquarters in Westport, Connecticut (though, with tongue in cheek, the company claims to have a million year legacy, as well as responsibility for such technological developments as fire, the wheel, the telephone, and sliced bread).

The company foremost product, Revelation, is a web-based help desk product. The company has had a series of Revelation releases and updates since the company’s inception, almost on a yearly basis.

Revelation Key Features

Revelation Helpdesk is a modular, completely web-based solution with several different module packages and features, including:

  • Call information and logging: Record and pull up information using contact search, knowledge base searching, unique trouble ticket templates, asset information, timesheet records of service time lengths, and calendar scheduling for client conferences.
  • Unique data report generation for critical business metrics
  • Administration over defined employee teams and roles for specific help desk issues. Calls can be automatically routed to the correct representatives based on settings.
  • Ticket queue configuration
  • Email support: custom email notifications for customers or staff, email notification log, SSL, IMAP, and POP3 support, etc.
  • Personalized company branding throughout your web portal
  • Integration with Microsoft Outlook emails can be converted automatically into tickets, and calendar events from any compatible calendar application can be synced

The unique module packages are divided up as: Management Plus, Business Productivity, Process Automation, and Personalization & Self Service. These modules can be bundled together as one of three different licenses: Revelation Core, Revelation Module Packs (pick specific groupings of modules), or Revelation Ultimate, which contains all module packages.

Revelation Technology

As a web-based solution, the software is very easy to implement. The solution doesn’t need to be downloaded, installed, nor even maintained if you choose to let YellowFish host it. Thus, the licensing is also very flexible; IT support staff require licenses, but the system allows for unlimited end users at no additional cost.

Happy Customers

Customers include: Cybernomics, National Park Service, Boeing, Lockheed Martin, Clarion, Comfort Inn, Computerist, Connexion, National Bank of Canada, UPS, the University of Cincinnati, the U.S. Department of State, and Meritrust.

Pricing

Prices begin at $24 per person per month.

Bottom Line

YellowFish provides a well-executed web help desk product with a clean interface and useful features. The product is very simple to deploy and utilize; there is little technical mess to agonize over. The help desk solution is designed to provide the end user flexibility and convenience. With its many modules, Revelation can be adjusted to suit just about any industry need.