Support SaaS

Question

hey,im looking for some tool to handle support (tickets, email, live, KB etc) for my saas. whats everyone using or recommending? any one on HN run one?grateful for suggestions.have an awesome weekend!

aquark · Accepted Answer

We've used https://www.enchant.com/ for about a decade for email support .. it's great, does exactly what is is supposed to and doesn't add a bunch of 'cruft' on top. Had to check our volume, currently over 40,000 tickets in that time.They do live chat too but we've never used that.

ericpauley · Answer

For a long time when we didn't have much support volume we just used a google group that anyone doing tickets could access. This has the nice upside of being free.We've used Teamwork Desk for the past few years and have been decently satisifed with it. It can be a little clunky at times and the help site feature has had some weird downtime, but for the most part it handles our small support workloads fine.

david_p · Answer

We&rsquo;ve been using helpscout for the last 6 years, it&rsquo;s good but we will be migrating to another service (to be defined) soon.Reasons:- they are expensive, and have announced a price increase next august- they do not offer options to host data in europe- they have no web ui for customers to track all their requests (helpscout is mail-only)

jonathanbull · Answer

We went through about five different platforms for our SaaS (EmailOctopus) before settling on Help Scout. It&rsquo;s excellent.

cmer · Answer

FreeScout is awesome and self hosted. Been using it for over a year and have been super happy.Protip: use Gmail SMTP for ultimate deliverability. I personally have a local Postfix forwarding to Gmail. Works great because it keeps a queue and retries if there&rsquo;s a problem. I found this solution more reliable.

jebronie · Answer

Zammad (open source and self-hosted) for email tickets.

mooreds · Answer

We use Zendesk for tickets and email. Slack connect for live. Don't really have a KB, just a forum (nodebb) and docs (jekyll + asciidoc).

sunir · Answer

FreshDesk is pretty solid. Though their live chat is a bit weak. Olark is better (I worked there so I&rsquo;m biased.)Freshworks has a startup plan as well.

9woc · Answer

osTicket? Open-source and both self-hosted and cloud versions available.

sidcool · Answer

I have heard great things about Zoho helpdesk ticketing system.

sealeck · Answer

- Chatwoot - GitLab service desk - HubDesk.io

satya71 · Answer

We use HelpScout

Support SaaS

hey,
im looking for some tool to handle support (tickets, email, live, KB etc) for my saas. whats everyone using or recommending? any one on HN run one?
grateful for suggestions.
have an awesome weekend!

We've used https://www.enchant.com/ for about a decade for email support .. it's great, does exactly what is is supposed to and doesn't add a bunch of 'cruft' on top. Had to check our volume, currently over 40,000 tickets in that time.
They do live chat too but we've never used that.

We went through about five different platforms for our SaaS (EmailOctopus) before settling on Help Scout. It’s excellent.