Customer support software

[dannytaurus]

Anyone using any customer support software, like Intercom/Featurebase/etc? Or just doing it by email?

I've been doing by email for the last 4 years and it's mostly fine. I don't get a lot of support requests, maybe 2-3 per week. But when I do get them, they're hard to keep track of because they often require a few messages to and fro to resolve the issue and email clients are kinda crappy at tracking open conversations.

Also, collating data is basically impossible in emails, and relies on your own memory for identifying persistent/recurring issues. Having all that data in a queryable database, along with automated queries, could give proactive hints on what to work on or fix.

So, before I build my own support software (which I'm already part way through, of course ) does anyone have any suggestions?

[David Healey]

@dannytaurus I use fluent support (free version) - but I try to minimise support requests in general

[ustk]

@dannytaurus I've used freshdesk and was very happy with it, but after a year the trial period ended...

So I've made my own ticket support system. Seemed good at first but many people, once they get notified by email for a response, instead clicking the link in the email they just respond from there, killing the purpose and making it messy...

Not getting a lot of tickets that being said, so it's ok for now... But when i'll be ready to pay 200€/year I'll go back to freshdesk, until then I opened to any cheap yet reliable solution too