Updated Oct 23, 2017 with Freshdesk's new pricing. Should you answer the emails that just came in, reply to a Tweet from last night, or see if any Facebook messages came in? It's easy for support apps to become bloated with tools for a dozen different support-related tasks—but what if you want just a simple way to answer your customer's questions? You can only juggle so many emails and social media mentions on your own before you miss an important email and leave a customer high and dry. It can import existing support tickets from Zendesk and Desk, and its reports let you export your HappyFox contacts, tickets and more in spreadsheet formats. And team inbox apps often include advanced features, like canned replies, keyboard shortcuts, and other tricks and tools to improve your response time. #Knowledge base. Flexible. The knowledge base then lets you easily share help documentation online, where your customers can search through them and then get in touch if they still need assistance. It takes time up front, but it’s worth it. Build your help docs in Reamaze, then embed them into your website or app, right along with Reamaze's chat widget. I tried literally everything. ‪InfoRapid‬. Mojo Helpdesk Price: Free for up to 3 users; from $29/month Professional plan for 10 users with email support and knowledge base; $399/month unlimited plan available. We've since developed more tools to help on this front, but coming up with that first workflow in Zapier gave us a head start. UserVoice watches everything going on and combines it with your public feature requests to build a project management queue for your team. Then, inside the team inbox, chats and emails show up together for a full look at your customer interactions. None of these were actually making my life easier. Unlike a public wiki which most often focuses on representing facts, the PKB can contain subjective material relevant to the person or persons using the PKB. Why build yet another note-taking app? -RICE scoring model Zendesk is also designed to help calm your support queues by letting customers help themselves. Each one lives in its own inbox, with the familiar email-style interface, for a simple way to reply to all of your messages in one app. I'm trying to find an app that would allow me to track my productivity (personal and work goals/tasks) and include my personal 'knowledge base' (notes on books read, notes from courses, recipes etc.) Find out more... Latest News. For teachers, those same features allow for collaboration with colleagues, keeping track of parent communication, supporting students with different learning needs, and planning lessons, field trips, or professional development workshops. A knowledge base is a self-serve online library of information about a product, service, department, or topic. Nowadays, we all face with too much fragmented information. Then you or your customers can publicly reply with ideas and tips, and your team can moderate discussion to make sure the advice accurate the comment is friendly. Groove gives you a full team inbox while still letting you work from your personal inbox if you'd like. Some even let you track keywords, so you can find people having trouble that perhaps forgot to mention your company by name. Looking for another customer support tool that either doubles as a CRM or has CRM features like Intercom? You can save text documents and web pages with all formattings and links in your knowledge base and perform a full text search in it. Whether you need to bring in support tickets from other apps, log support data to your CRM, or make sure your team sees the most important tickets—or anything else—there's a Zap for that. With lables and attachments, you can easily sort your materials (notes, receipes, etc.) Its mobile framework even accommodates other customer support apps, to keep you from feeling locked-in. Read the Zapier blog for tips on productivity, automation, and growing your business. ✍️✅, The project management tool that grows with you, The All-in-one Product Management Platform. We’ll help you with installation, activation, sales and billing. When something breaks, your customers want help ASAP—they don't want to search for the correct form to fill out and get support. But what else do you need? Monthly. The majority of your support tickets are just emails, and Help Scout's Gmail-style interface and keyboard shortcuts keep that in focus. You could set up a Gmail account for your company, and answer every email there. Much like the Help menu in your favorite programs, a knowledge base is where you publish documentation about pricing, features, services, frequent problems, and anything else you want to share about your app or business. It locks tickets while you're replying, so no one else can accidentally reply to the email at the same time. Or, if you've already found the app you need for customer support, jump ahead to chapter 8 to learn how to use your support app's best features to support your customers faster. Here's some quick tips to help you decide: Each of these support tools are dependable, and will each help keep your support inbox under control. So join in. Guru connects teams and people to one another and surfaces the “know-how” of those who know best, and turns collections of information into useful knowledge. A knowledge base lets companies answer common questions before they're asked. You can create structured lists that you can switch between task lists, kanban boards, mind maps, and notes. Mojo Helpdesk includes a time tracking tool, so you can see how long each ticket takes and how much you've improved. Freshdesk makes it easy to decide, with built-in service level agreement (SLA) policies that make sure you prioritize support the way you intend. "It provided us a quick and easy way to get this spam data into a Google sheet, allowing us to start taking bulk action on these reports. Reamaze also lets you monitor an email address or social accounts for help messages, and brings everything together for you to answer in one place. ... Good for lots of things, but if you want a truly powerful personal knowledge management app look somewhere else. Front's team inboxes can work for more than email, too. provides a web - or app-based platform for organization, creativity, teamwork, and productivity. Like live chat, phone calls will take extra effort from your team: someone must be online and available whenever your customers have problems, and will need to figure out solutions on the fly. Would you prefer a simpler support tool, one that's primarily focused on being a team inbox that makes it easy to respond to emails from your customers? Free. Turn Your Notes App Into a Personal Knowledge Base — Tiago Forte on Building a Second Brain. Its support interface helps you stay on top of everything. Or, you could keep a detailed log of every support interaction, keeping track of common problems and graphing your support team's performance. If you want to cover it all, you need a customer support app with everything: a team inbox, social media monitoring, a knowledge base and forum, and more. I've been using wunderlist, then trello, but both lack the knowledge base part and get cluttered very easily. per user, team inbox, knowledge base, social, chat, phone, forum, Free for unlimited users; from $12/mo. TeamViewer Server Status . Simple. There are many terms for the process of capturing knowledge, organizing it, and using it to get stuff done: Personal knowledge management. ProProfs Knowledge Base Software integrates seamlessly with popular tools including help desk systems, live chat software, analytics tools and more. Deskero isn't just about social support, either. You can then bill clients for priority support, or adjust your team's goals based on the tracked time. You can have as many mailboxes as you need for support, each with their own email address, then Help Scout can further organize each mailbox into folders and categories based on rules. A good knowledge base will save you tons of time, and make both your customers and support agents happier. Wonder no more. The data in your knowledge base can come from anywhere. Desk Price: $3/month Starter plan for 3 users; from $30/month per user Standard plan for basic support and knowledge base features. Knowledge Base. Streak, a CRM built inside Gmail, is another support and CRM tool. If you're stumped by an issue, these tools let you assign tickets to other team members, too. It must answer common questions efficiently to save customers time and confusion. And if you ever need to switch to another customer support app—or want to analyze your support and social data—there's XML exports to take everything with you. With that done, it's time to get back to providing great customer support, and building better products. LifeDigger is a personal knowledge database/personal wiki, where you can write about everything you learn or see in your work / interests. Cloudron installs a secure and ready to use Trilium Notes for production use within minutes. You already know how to use your email inbox, so Front designed its team inbox to work as much like popular email apps as possible. They'll also be able to help you know how well your support is doing, through a Net Promoter Score survey at the bottom of your messages. You can include documentation articles, tutorials, troubleshooting guides, and news all in your knowledge base. Another promising simple support tool is the currently-in-beta SupportYard. Most of all, a knowledge base should build upon itself to coalesce into an educational archive that’s accessible and practical. But that's probably a bit too extreme for personal use + no there's no knowledge base part. With simple filtering to send tickets to the right team member, and SupportBee automatically suggesting snippets to use based on tags, you'll answer support tickets faster than ever. It's what provides the dynamism to OneLogin's "Dynamic App Catalog." And, you can set it up to send emails through a transactional email service to make sure your emails always get delivered. UserEcho helps you keep that in focus. If you have updated any of your contact details including home address, telephone number or email address, you can edit these under the account page on the app. You just might have to try a few on and see which works best for your team. Mobile support tools include code to add your documentation, live chat, and email support inside your mobile apps, so assistance is only a Help button away. .css-dgvm2u-Branding--taglineText[class][class][class][class][class]{all:unset;box-sizing:border-box;-webkit-text-fill-color:currentColor;}.css-dgvm2u-Branding--taglineText[class][class][class][class][class]{color:#666666;}makes you happier.css-br9lr8-Branding--taglineEmoticon[class][class][class][class][class]{all:unset;box-sizing:border-box;-webkit-text-fill-color:currentColor;}.css-br9lr8-Branding--taglineEmoticon[class][class][class][class][class]{color:inherit;-webkit-transition:all 0.2s ease-in-out;transition:all 0.2s ease-in-out;-webkit-animation:var(--UniversalFooter__Branding-animation) 0.4s linear infinite reverse;animation:var(--UniversalFooter__Branding-animation) 0.4s linear infinite reverse;}:), Slack relies on Zendesk for its knowledge base, the Slack Help Center. Then, if you want to add a social network integration, chat, phone support, or tie in Zoho CRM, you can upgrade to a paid account. You can then make an easy-to-understand support center with Snappy's FAQs, which require you to think of everything as a question. Tender Support simplifies things by defaulting to community forums, and treating your public and private messages the same. They each include easy-to-use team inboxes that are focused on emails, typically along with a knowledge base tool to manage your documentation. That—not your support tool—is what matters anyhow. Need to make sure everyone knows about the latest support tickets? That's where customer support and help desk apps come in. Freshdesk Price: Free for unlimited users with core features; from $25/month per user Blossom plan for social channels, satisfaction surveys, custom domains, and time tracking, for project management and support in one app. It's an email inbox, designed to help you work more efficiently as a team. HappyFox include a time tracking tool right inside its team inbox, to see how long it takes to answer each email. The Club Individual App > Knowledge Base > How can I update my personal details? Videos . osTicket includes some extra features, too. It'll even notice when you step away, pausing the timer and refreshing the inbox when you get back. osTicket Price: Free open source edition to run on your own servers; from $9/month per user hosted edition, You can use Zapier's MySQL Integrations to connect osTicket to your other apps. Live chat is a quicker way to solve problems and answer questions, and it's often included as an extra tool in more advanced customer support apps. Like the cliché goes, we started Obsidian because Erica couldn't find anything that can satisfy her need to build a personal knowledge base. It's an open source support tool that includes everything—you can answer support emails, assign tickets to other team members, create support forms, and write your help documentation all on your own server, for free. ", "Zapier is a great tool for getting new workflows up and running with minimal effort. for a cost efficient, easy-to-use help system. Disqus employs a support forum to let customers help one another. And … Whether they directly ask for it, or just mention a problem that bug or lack of feature is causing, each support ticket should be a vote, a reminder that you should get this fixed. Deskero helps you find out by monitoring social networks right alongside your support requests. What's even quicker than live chat? Build a knowledge base and a process around it that continues to grow as your company does. Hire a Zapier Expert to help you improve processes and automate workflows. There will always be difficult questions to answer and dissatisfied customers to appease, but at least managing your support requests can be simplified. KnowledgeBase Builder. Organize your ideas and knowledge in impressive 3D mind maps The InfoRapid KnowledgeBase Builder is an excellent tool for Knowledge Management. LiveAgent allows you to create a single or multi knowledge base with ease. Share IT Tips with fellow IT pros in one central location. First, the customer has to actually be able to find answers to their questions. A team inbox sounds like a great idea, but it's still hard to not wish you could just answer all of your emails right from your personal email inbox. Zendesk Guide is a knowledge base solution built seamlessly into our leading help desk software. A personal knowledge base is what I always wanted, but nothing was living up to my needs. Relational. Only then will they be able to send you a message, helpfully cutting down on repetitive questions you'd otherwise have to field. By delivering the right knowledge... See Software. Snappy offers that with an impressively fast app that's focused on emails, FAQs, and nothing else. Then, bring over your support documentation and accounts, and dig in. Zendesk is ready either way. You can solve their problems and answer questions, while prioritizing the most important new features for your development roadmap at the same time. See Tender Support integrations on Zapier. You'll start out at its dashboard, which shows a large preview of messages and the time since they were received—a reminder of how long your customers have been waiting. For instance, differentiate various topics with collections. Document360 is a knowledge base platform which enables users to create and publish self-service knowledge bases or help centers using documentation, categorization, editing, and branding tools like markdown support, version management and rollback, preview functionality, and more. You'll need to add your own extras to make a support app perfect for your team's needs, and Zapier can help you, too. Manage multiple teams with advanced administrative controls in Zapier. Zapier is the easiest way to automate powerful workflows with more than 2,000 apps. Answering support tickets well without knowing the full context is difficult at best. Share and collaborate on work with your team in Zapier. You can even tweak osTicket, by digging into its code or installing language packs and add-ons to employ extra features. By signing up, you agree to Zapier's ... We'll set you up with app access and notifications. I was thinking of using something like Jira, I looove the disappearing backlog feature, so I can only focus on the tasks for this sprint). Changelog . By Matthew Guay - Published December 3, 2015 -. Connect apps. Get all the support you need for your Avast products. You can preview entire support email messages and write your replies right in the dashboard, without ever having to jump back and forth between screens. There, you can sort through the messages, assign them to the correct team member, and make sure everyone gets a reply. Want a free support tool that can run on your own servers? Zoho Desk Price: Free for unlimited users for email and support forum; from $12/month per user Professional plan for social and phone support, and Zoho CRM integration. Make your new app feel like home. The app allows you to create an external knowledge base for customers and an internal knowledge base for employees. Simpler tickets can be cleared out right from your support dashboard, without having to open a new page. Sirportly also makes it easy to manage all of your support, no matter how many different companies, teams, or products you need to support. We broke down each app's features and pricing structure and grabbed a screenshot to give you a quick view of how to answer emails in that app. for unlimited users and 250 support contacts, team inbox, knowledge base, social, chat, phone, mobile support, forum, a quick look at all interactions with a customer, team inbox, knowledge base, chat, social, forum, team inbox, knowledge base, chat, social, mobile support. There are also detailed reports in an easy to understand dashboard that'll show your reply ratings, average replies and time spent, and more. It's designed to enable you to help your customers wherever they are, with support for tools to add chat, SMS, and much more—along with CRMs, forms, and other tools that can add extra data to your support tickets. Personal content management. per user, team inbox, knowledge base, social, chat, forum, mobile support, project management and support in one app, team inbox, knowledge base, mobile support, forum, Salesforce integration and tabbed interface, $3/mo. Interakt is a great option for an email marketing-focused CRM that also handles customer support. If you have customers, you need customer support software. Customers can send in new public ideas or private messages, and your team can answer them all from one combined dashboard. Want support that works outside your browser. Some questions still require a private message, so your support page will include an option to send the message in this manner. Intercom lets you interact with customers via email or live chat. -Value and Effort prioritization matrix Then, it pulls all of a customer's chats, emails, billing, logs and more together whenever they get in touch, so you'll know exactly how to solve their problems. Something that seems to be a difficult question might be much easier to solve if you saw the customer's previous interactions with rest of your team. For instance, differentiate various topics with collections. Desk also makes sure you have the data you need at hand to help your customers out. Support. Team inboxes also let you bring in emails from multiple addresses, so you can answer your support@yourcompany.com and billing@yourcompany.com questions together. Now you can see how things are connected and you'll never forget or lose an idea. On top of that, we create various resources ourselves by documenting issues, submitting bug reports, writing notes, creating documentation, and many others. -Value vs Risk matrix And if someone else is replying—or the ticket closes the moment you open it—most team inboxes show you who's replying and whether or not the ticket is still open. It's a great way to simplify your support, and get just the features you need. Finding the right email to focus on is simple with Snappy's Lenses features, which are filters that help you find emails about specific topics, emails assigned to someone in particular, or customers have for too long been awaiting a reply. A tool that offers this suite of features is called a multi-channel support app. Many customer support apps that help you offer phone support integrate with voice-over-internet tools like Twilio, while others include their own phone services or just let you log phone calls you have as a text support message. It includes mobile apps for iOS, Android, Windows Phone, and Blackberry, along with desktop app for Windows PCs and Macs. Every desktop solution. Any ideas? If you sell products online, or have an email newsletter, you likely know your customers' email addresses already. per user, team inbox, knowledge base, social, chat, phone, From $49/mo. Another unique characteristic is the degree to which learning material is available for free on the internet. The knowledge base then lets you easily share help documentation online, where your customers can search through them and then get in touch if they still need assistance. You can answer support emails from the web and mobile apps, then take calls and field live chats from the desktop apps to make sure you never miss anything. You can still answer on your own, but you'll likely have far fewer issues you'll have to solve. It's not just for support—but it works great for support or anything else where you need to work on the same inbox with your teammates. Whenever your customer gets in touch, you can see their account inside your app, and know exactly what they've purchased or the problems they've had in the past. Ever need to switch between emails as you work out a solution—perhaps answering a simpler question while thinking over a hard one, or working on multiple similar tickets at the same time? This empowers you to offer exceptional customer support by resolving support tickets or tracking customer conversations directly from your knowledge base. It's a simple, easy-to-use support tool, with the power you need to quickly answer questions without feeling overwhelmed. SupportBee is designed like an email app, with labels, HTML email rendering, and Gmail-style shortcuts. You can then help them with their orders and more, without ever having to ask for extra info. Whether you need a simple tool just to answer emails, or a full-featured support center that lets you talk on the phone, live-chat, and turn feature requests into realities, there's a support app that fits your needs. Therefore the desired properties of … It is hard to imagine any other field where lifelong learning is more important than in software engineering. From a simple list of collectibles, to a complex web of interrelated information, Kase's mission is to help you build your personal knowledge base. You'll see their previous emails, chat sessions, and more—everything they've ever talked about with your team will be right there, to make solving today's issue easier. Add the app's support widget to your site, and customers can chat with your team in real-time. That's how your customers vent their frustrations and tell the world how much they like your company. You can also crowdsource support with a forum, creating a platform where your customers can help each other. Instead of sending your team a private email, a forum encourages your customer to publicly post. You can add all of them to your account, separate support inboxes for different teams and needs, and use workflows to route tickets and automatically follow-up to help keep your support queue in check. Each new comment and vote will show up in your email support queue, along with the rest of your support emails, so you'll never forget about the things that are most important to your users. And, most incredibly, it lets you build a full support center for free. A simple search won't cut it, but Intercom's detailed filters and customer profiles make it easy to find any ticket you want. The truth is, building a knowledge base doesn’t ensure it will actually be successful (or even useful for that matter). Answering the same questions over and over gets tiring, and takes up time you could spend answering new questions or building your product. But with your help built so deeply into your app, you'll be more likely to get all the support tickets right inside your app anyhow. But calls can also let you dig deeper into issues, since you can ask questions and get detailed replies instantly. Whether you need to share difficult questions in your team chat, ping your dev team when there's a technical problem, or make sure your support team sees new messages as soon as they come in, all you'll need is a Zap that connects your support app to your favorite messaging tool. But sometimes, it's nice to have an app designed for your computer, and Kayako offers that for almost every device. You can use Zapier to connect your favorite apps and add extra features to your support tool. osTicket is the app for you. Evernote is the other way around :) It's very hard for me to track stuff there + I need notifications for some of the tasks. 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