This is my first post, hope it helps people.
we have provided support to more than 50,000 customers so far and counting..
We used helpscout, freshdesk, intercom .. you name it. But everytime we want to use a “premium” feature we had to pay per agent/per mailbox fee - which can amount to a lot of money if you are medium to large team.
Initially, just an open source clone of helpscout, but has grown to something much bigger since. We have shifted our complete helpdesk to Freescout hosted on a $20 droplet. You could very well host it on $5 droplet without losing anything.
They sell a lot of modules separately to help us setup the ideal helpdesk. Here is a list of modules we use:
Workflow - using this module you can setup custom rules, like closing a ticket if no response from a customer in x days.
Satisfaction Rating - Send a “Good, Ok, Bad” footer in every reply by the customer support agent.
Custom Fields - Store custom info along with each conversations.
Labels - Tag your conversations to easily find / filter them later.
Reporting - This is just awesome, you can see the trends of tickets over time.
This is the killer feature, since the code is open source (read editable), we can extend the helpdesk as per our liking. For example, we have linked the MySQL database to our BI tool
and extract dataset as per our needs, for example creating a list of bad reviews for the support manager to take a look immediately.
Another cool flexible feature is to write your own modules
. We have already built our own Easy Digital Downloads and Envato integrations with freescout. I will be open sourcing them next week, stay tuned ;-)
Hope this article helped you get excited for freescout - to install your version, get started here
. (We can help you get it installed, if you need any assistance).