Question
What's your favorite support ticketing platform?
We used to use Zendesk, so I'm somewhat familiar, but wondering if anything cool has been launched in this space recently. Table stakes would be ability to assign tickets, add status, and have backchannel conversations.
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The "perfect" ticketing system I still really don't think is available out there ;) There's a lot of hype amongst the traditional players, Zendesk including towards pivoting more towards true omnichannel support - which means chat, tickets, phone, SoMe all in one platform. We use Intercom in our shop, but that has it's limits - we've recently done a huge market research and I think it's worth having a look at the following vendors:
https://www.dixa.com
https://kayako.com/
https://www.intercom.com
We ended up choosing Groove, and I like it so far. We didn't formally test Zoho Desk, but it feels like it might be "too much" for what we need.
So far from what I've seen, blueprints/automations. Zoho does require a bit of time for customization, but probably well worth it in the long run.
I'm trying to find an excuse to use FrontApp for something. Seems really good.
For what it's worth, we've been using Front at Capiche and it's been great so far. I've used Desk and Help Scout in the past for customer support, and decided to give Front a shot to manage team messages here—from a Google Groups shared email address, Twilio-powered SMS messages, and from a Typeform form. All work great in Front, and it's nice having a more standard email interface for both replying to outreach emails and customer support messages. Plus you can manage your personal work email address there too. The only major thing missing versus other support apps are documentation tools—you'll need to put your documentation somewhere else, and then reference it in your Front emails. But for the "table stakes" listed here, you can assign tickets to others, add private messages about them, and tag messages in Front for their status.
Interesting...I had used Front for a different purpose, but didn't even think if it as a support mechanism for tickets. Might have to re-look, thanks!
Yeah, I'm not sure this is its intended workcase but it does work well for any shared inbox uses, including tickets!
I hadn't heard of it; interesting. Their branding is nice.
Yup there are so many ticketing systems. It's like email clients in general—email broadly is frustrating and distracting, it seems like it should be possible to make it better, and so many companies try to do so. And yet, once you add all the email features people need, you end up essentially building the same old email app most of the time.
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Thanks! We've also evaluated HelpScout, Groove, and Freshdesk...so far it looks like Groove might win based on simplicity (while still having all of the needed features).