Support Tools

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Support Tools by Mind Map: Support Tools

1. Not support systems

1.1. Current

1.1.1. Features

1.1.1.1. Everybody gets all emails

1.1.1.2. Assignment by shout

1.1.1.3. Priority by shout

1.1.1.4. Manual Tracking

1.1.1.5. Super-premium customers in JIRA

1.1.2. Pros

1.1.2.1. Free

1.1.2.2. No learning curve

1.1.3. Cons

1.1.3.1. Distracting

1.1.3.2. Hard to track

1.1.3.3. Error-prone

1.1.3.4. No prioritization

1.1.3.5. No integrations

1.1.3.6. etc, etc...

1.2. JIRA

1.2.1. Features

1.2.1.1. Powerful workflows

1.2.2. Pros

1.2.2.1. No learning curve

1.2.2.2. Already used by some customers

1.2.3. Cons

1.2.3.1. Not really support system My experience is bad

1.2.3.2. Pricing model does not distinct between customers and agents

1.3. producteev

1.3.1. Features

1.3.1.1. Collaborative task management system

1.3.1.2. Creation of tasks from email, IM

1.3.1.3. Filters

1.3.1.4. Reports

1.3.1.5. Google Apps integration

1.3.2. Pros

1.3.2.1. Gamification

1.3.2.2. Existing solution

1.3.2.3. Simple

1.3.3. Cons

1.3.3.1. Not really support system

1.3.3.2. No workflows (only reassign)

1.3.3.3. No notion of customer/organization

1.4. Charm

1.4.1. Features

1.4.1.1. Email oriented support system

1.4.1.2. Augment email-support to ease the pain

1.4.1.3. Create tickets by email

1.4.1.4. Notifications by email

1.4.1.5. Aggregate emails to tickets

1.4.1.6. Priority by support plans

1.4.2. Pros

1.4.2.1. Easy migration

1.4.2.2. Lightweight

1.4.3. Cons

1.4.3.1. Customers can't track their tickets

1.4.3.2. Not released yet

1.4.4. Price: Unknown

1.5. Help Scout

1.5.1. Email oriented support

2. Support systems

2.1. Leaders

2.1.1. ZendDesk

2.1.1.1. Features

2.1.1.1.1. Everything

2.1.1.2. Integrations

2.1.1.2.1. GetSatisfaction

2.1.1.2.2. JIRA

2.1.1.2.3. SalesForce

2.1.1.3. Pros

2.1.1.3.1. Market leader

2.1.1.3.2. Powerful

2.1.1.3.3. Feature-rich

2.1.1.4. Cons

2.1.1.4.1. No notion of SLA

2.1.1.4.2. Many to one relationship in organizations

2.1.1.5. Price: 25 - 50 a/m

2.1.2. Assistly

2.1.2.1. Features

2.1.2.1.1. Acquired by SalesForce

2.1.2.1.2. Creates tickets via email, twitter, facebook, chat, voice

2.1.2.1.3. API

2.1.2.2. Integrations

2.1.2.2.1. GetSatisfaction

2.1.2.2.2. Google Apps login for agents

2.1.2.2.3. SalesForce

2.1.2.3. Pros

2.1.2.3.1. Simple

2.1.2.3.2. Very social-oriented

2.1.2.3.3. Can be inexpensive with flexible agents

2.1.2.4. Cons

2.1.2.4.1. No customer login

2.1.2.4.2. No notion of SLA

2.1.2.4.3. No buil-tin Integration with JIRA

2.1.2.5. Price: 1 a/h, 50 a/m, SSL 70 m

2.2. Followers

2.2.1. Freshdesk

2.2.1.1. Features

2.2.1.1.1. Creates tickets via email, twitter, facebook, chat, voice

2.2.1.1.2. SLA

2.2.1.1.3. Positions as runner-up for ZD and Assistly

2.2.1.2. Integrations

2.2.1.2.1. Google Apps login for agents

2.2.1.2.2. CapsuleCRM

2.2.1.3. Pros

2.2.1.3.1. Social oriented

2.2.1.4. Cons

2.2.1.4.1. Small young company

2.2.1.4.2. No Salesforce integration

2.2.1.4.3. No Get Satisfaction integration

2.2.1.4.4. No JIRA integration

2.2.1.5. Price: 20 a/m

2.2.2. Kayako

2.2.2.1. Features

2.2.2.1.1. Creates tickets via email

2.2.2.1.2. Macros

2.2.2.1.3. SLA

2.2.2.1.4. Live chat support

2.2.2.1.5. Organizations

2.2.2.2. Integrations

2.2.2.2.1. SalesForce

2.2.2.3. Cons

2.2.2.3.1. Many to one relationship in organizations

2.2.2.3.2. No Get Satisfaction integration

2.2.2.3.3. No JIRA integration

2.2.2.4. Price: 30-50 a/m

2.2.3. Zoho Support

2.2.4. Tender Support

3. New node