Customer Support Software

SethH

SethH

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Feb 4, 2010
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I'm looking for some recommendations for managing customer support platforms to handle various customer pre and post sale needs. Unbiased reviews on the net seem to be quite sparse, so I figured I'd ask here. Right now I'm leaning towards Kayako, but they all seem the same to me.

I need most of the basic with email ticket management, knowledge base, with the ability to scale up and add live chat and possibly remote support at some point down the line. My biggest need is that since my product has license keys, I want some way to be able to associate license keys with the emails when somebody sends in a message automatically if possible, for lost license key retrieval and such.

This is something that couldn't be further outside of my area of expertise, so forgive me if I'm off base with what I'm asking. Thanks guys
 


chatmasta said:
Help Desk Software for Customer Support | Online Help Desk - Freshdesk is the shit. Can't recommend it enough.

It doesn't have live chat integrated, but it's no problem to get a separate live chat solution that can forward offline chats to freshdesk as tickets.

You can add custom form fields (i.e. license keys)

Miles
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Excellent, thanks for the recommendation. I'd looked at them and they looked good but I got confused by their agriculturally themed pricing options.

I saw on their 'Garden' plan that it has:

  • Ability to support multiple products from a single Freshdesk account
My situation is a bit unusual, as while I only have one product technically, I have different white labelled brands for it, so what I'd love to have in a perfect world is be able to have several differently skinned front end interfaces that all feed into the same backend, so that customers don't suddenly deal with a different brand than they purchased, and my CSRs won't have to log into multiple platforms. Is that something that's possible with any of these systems?
 
I'm not sure about having separate front ends. But you could have separate email addresses that all go to the same backend.

You may be able to make separate contact forms... not positive.

You should email freshdesk support, they're pretty helpful.
 
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