Find out more... Latest News. It locks tickets while you're replying, so no one else can accidentally reply to the email at the same time. Some questions still require a private message, so your support page will include an option to send the message in this manner. Want to look at multiple tickets at once? Zendesk is ready either way. 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.) TeamViewer Academy . The assistant uses voice queries, gesture based control, focus-tracking and a natural-language user interface to answer questions, make recommendations, and perform actions by delegating requests to a set of Internet services. osTicket is the app for you. 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. Free 15-day trial Free 15-day trial *No credit card required. We test and push updates for each release of Trilium Notes. It'll even notice when you step away, pausing the timer and refreshing the inbox when you get back. As part of the Salesforce family of apps, Desk shows your CRM data alongside tickets if you're a Salesforce user, and it logs support questions back to a contact's profile in your CRM. Evernote is the other way around :) It's very hard for me to track stuff there + I need notifications for some of the tasks. Knowledge Base. These apps are the ones for you. 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. They each include easy-to-use team inboxes that are focused on emails, typically along with a knowledge base tool to manage your documentation. HappyFox also takes away another bit of guesswork you'd have with most support centers: how to migrate your data. The app allows you to create an external knowledge base for customers and an internal knowledge base for employees. And even Salesforce includes a Service Cloud tool to answer support tickets inside its popular CRM. UserVoice watches everything going on and combines it with your public feature requests to build a project management queue for your team. There are also detailed reports in an easy to understand dashboard that'll show your reply ratings, average replies and time spent, and more. Zoho Desk follows in the grand tradition of the other Zoho apps, with a similar interface, one account that works with all of the Zoho apps, and tight integration with the other Zoho tools. 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. Build your help docs in Reamaze, then embed them into your website or app, right along with Reamaze's chat widget. A team inbox simplifies all that. You'll need to loop in the right people, and make sure everyone follows through and closes the ticket. That's what most customer support apps are at their core: just a team inbox. ‪Productivity‬. Intercom lets you interact with customers via email or live chat. Kayako also includes an advanced support center that helps your customers solve more of their problems on their own. Or, you can connect it to your Twilio, Truly, or Intercom to add an inbox for SMS messages, phone calls, and chat messages. Desk's tabbed interface would be perfect for you. If you're picking out your first app for customer support, the choices can be overwhelming. 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. What's the best personal productivity + knowledge base app. ... (Personal Knowledge Management) tools are that it uses Markdown files rather than outlines/blocks, and that it is locally stored instead of hosted. Want to find support tickets from users who've purchased your product more than a year ago, and also used your trial before purchasing? Editor's note: Zoho Desk was formerly called Zoho Support. To help you find the ideal tool for your needs—a simple support ticket system or a robust multi-channel support app—we've examined the top customer service options. It can fulfill your need regarding 'knowledge base'. for a cost efficient, easy-to-use help system. 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. 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. 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. -RICE scoring model Hope this will help! 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. -Eisenhower matrix 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. 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. 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. But perhaps you want something extra—a special feature to help you offer better support? Submit a Ticket . 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. Open all the tickets you want to answer from the dashboard, then flip between each of them in tabs. 116. Groove gives you a full team inbox while still letting you work from your personal inbox if you'd like. You can't be online all the time, though, so most chat apps also let users send you an email if no one's available to talk. Support. 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. It can fulfill your need regarding 'knowledge base'. There, you can sort through the messages, assign them to the correct team member, and make sure everyone gets a reply. It takes time up front, but it’s worth it. You can solve their problems and answer questions, while prioritizing the most important new features for your development roadmap at the same time. You can still answer on your own, but you'll likely have far fewer issues you'll have to solve. That's what we did when evaluating apps for this roundup—we made sure they were great for answering emails. Dive into an email, and you'll see a familiar sidebar with information about the customer where Help Scout pulls in social media information and previous conversations to give your emails a personal touch. It's what provides the dynamism to OneLogin's "Dynamic App Catalog." 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. And, most incredibly, it lets you build a full support center for free. 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? Disqus' customer support team is a great example. And you can. SupportBee simplifies things by charging a flat rate, no matter how many people are helping juggle support tickets. Intercom Price: Free to observe visitors on your site; From $49/month Support plan for unlimited users and up to 250 support contacts. Intercom watches your customers' interactions on your site and keeps track the pages they visit, when they started a trial, looked at a pricing page, or anything else. Yearly (Save 34%) Standard. With the help of Hygger, you may discover such powerful ways to set priorities as: Contact TeamViewer Sales ... Community Blog. It's a great way to simplify your support, and get just the features you need. Zapier, with a Google Sheets connection, proved to be the solution. By delivering the right knowledge... See Software. These answered questions live on in public, where others can find the solutions without reaching out to your team. It's one of the cheapest ways to get your support center off the ground, without leaving behind any of the features you'd expect from a multi-channel support app. Snappy Price: $15/month per user for full features. It's an email-focused support app—without a help center—that gives you a centralized inbox for every email your team needs to handle. I've tried Notion, it's quite good, but the notification part on iOS is glitchy, so I don't trust it. per user for 3 users; from $25/mo. UserEcho helps you keep that in focus. Jobs at TeamViewer . 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. Videos . Kayako Price: $29/month per user Case plan for email and basic features; from $49/month per user for live chat and calls, for tracking time spent on support tickets. 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. Why use Trilium Notes on Cloudron? You'll know exactly what to work on next—and how valuable it will be to your users—with UserVoice's support data-based project management. Email and documentation are great, but they might not be enough. Streak, a CRM built inside Gmail, is another support and CRM tool. Sirportly makes it simple to find quick facts about your support queue, with its simple, real-language reports that tell "44 tickets were received today (that's 4 more than normal)", perhaps, instead of showing only a graph of your stats. That's where Zapier app integrations come in. There's even integrations with internet phone systems, CRMs, social networks and more to get as many of your support requests in one place as possible. Web apps are great—they work on almost any browser, and don't require any installation or downloads. If you already have a web form on your site, though, you might want to keep using it instead. With lables and attachments, you can easily sort your materials (notes, receipes, etc.) Get all the support you need for your Avast products. This is why our Knowledge Base is included at no extra cost with all Inbox plans. The sum of all these resources can be called a knowledge base.You could argue that every developer has a system to manage their personal k… UserVoice Price: From $15/month per user Standard plan for core support features; from $499/month Basic plan for project management features. "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. None of these were actually making my life easier. That—not your support tool—is what matters anyhow. Download TeamViewer. Zendesk Price: $1/month per user Starter plan for up to 3 users; from $25/month per user Regular plan for satisfaction surveys and communities. 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. Only then will they be able to send you a message, helpfully cutting down on repetitive questions you'd otherwise have to field. 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. In the next chapter, we'll take a look at the very best live chat apps for customer support. 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. Worse still, it'd be hard to tell which emails need replies, and you might accidentally answer an email while a coworker is sending a separate reply. When something breaks, your customers want help ASAP—they don't want to search for the correct form to fill out and get support. On top of that, we create various resources ourselves by documenting issues, submitting bug reports, writing notes, creating documentation, and many others. Turn Your Notes App Into a Personal Knowledge Base — Tiago Forte on Building a Second Brain. You can even offer real-time support with Freshdesk's live chat widget on your site. Some even let you track keywords, so you can find people having trouble that perhaps forgot to mention your company by name. Reamaze Price: $20/month per user for core features; additional $5/month per user for live chat support. UserEcho Price: $15/month per user for full features. And once you've answered support emails for a while, you'll be able to identify other common problems you should address in your documentation. Taskade combines the best of Wunderlist, Trello, and Google Docs. That'll let you find people who need your tool and see what your competitors are doing, right along with your regular support. 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. A simple search won't cut it, but Intercom's detailed filters and customer profiles make it easy to find any ticket you want. Install Trilium Notes from the App Store with a single click. Freshdesk includes phone support that turns calls into tickets, HappyFox helps you offer mobile support with its HelpStack feature, All Hands Support: Why Everyone–Even Executives–Should Spend Time in Customer Service, The 9 Help Desk Metrics that Should Guide Your Customer Support, 4 Rules of Improv and How They Relate to Customer Support, Support Your Customers Better and Faster: Lessons from the Pros at Trello, HubSpot and Disqus, How to Build an Effective Support Knowledge Base: Everything You Need to Know about Documentation, How to Collect Customer Feedback That’s Actually Valuable, Start Preventing Fires: How to Implement Proactive Customer Support, The Top 7 Features of Customer Support Apps, Support Ticket Systems versus Multi-Channel Support Apps, Pick the Best Customer Support Tool for Your Team, Add Custom Features to Your Customer Support Tool, Basic plan for project management features, the very best live chat apps for customer support, how to use your support app's best features to support your customers faster, a cost efficient, easy-to-use help system, From $9/mo. Its support interface helps you stay on top of everything. LiveAgent allows you to create a single or multi knowledge base with ease. Save time, money, and resources with a knowledge base. 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. Freshdesk makes it easy to decide, with built-in service level agreement (SLA) policies that make sure you prioritize support the way you intend. 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. These apps also help you build a knowledge base full of help documentation so your customers can find quick answers to common questions. TeamViewer Server Status . You can then bill clients for priority support, or adjust your team's goals based on the tracked time. Or, depending on your customer support app, you may want to bring in tickets from social networks, chat, or even other email accounts. 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. With the easy editor, it is a breeze to edit articles that helps you to deliver quick, conclusive responses to customers’ most pressing issues. It started out as a tool for customers to request and vote on new features and improvements in their favorite products. Siri (/ ˈ s ɪr i / SIRR-ee), is a virtual assistant that is part of Apple Inc.'s iOS, iPadOS, watchOS, macOS, and tvOS operating systems. With lables and attachments, you can easily sort your materials (notes, receipes, etc.) A tool that offers this suite of features is called a multi-channel support app. By Matthew Guay - Published December 3, 2015 -. 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. LiveAgent is focused on real-time support, with a live chat widget for your site and SLAs to ensure you provide on-time support to your best customers. Zapier can automate it by turning your support tickets into bug listings, projects, events, or just a simple task in your to-do list. 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. It's an email inbox, designed to help you work more efficiently as a team. 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. Desk Price: $3/month Starter plan for 3 users; from $30/month per user Standard plan for basic support and knowledge base features. The majority of your support tickets are just emails, and Help Scout's Gmail-style interface and keyboard shortcuts keep that in focus. Either one person would have to answer every email, or you'd have to share the account password with every employee—not the most secure option. You can use Zapier to connect your favorite apps and add extra features to your support tool. Answering the same questions over and over gets tiring, and takes up time you could spend answering new questions or building your product. Zendesk Guide is a knowledge base solution built seamlessly into our leading help desk software. Free. Whenever someone has a problem, Kayako searches through all of that before letting them send an email. You can also crowdsource support with a forum, creating a platform where your customers can help each other. 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). Get more done. With these features and more, osTicket might be a great option for you even if you weren't considering hosting your own support app. for Salesforce integration and tabbed interface. You can save snippets of text to quickly fill out important parts of email replies, mixing and matching snippets for each part of your reply instead of relying on full canned replies. What's even quicker than live chat? And team inbox apps often include advanced features, like canned replies, keyboard shortcuts, and other tricks and tools to improve your response time. Every web offering. This empowers you to offer exceptional customer support by resolving support tickets or tracking customer conversations directly from your knowledge base. You can send a quick, Markdown-formatted reply there, or open the message for a full look at their email, previous requests, and more. Think of it as a personal wiki, interconnected and intuitive, which also makes the user smarter. Zapier is the easiest way to automate powerful workflows with more than 2,000 apps. 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. A good knowledge base will save you tons of time, and make both your customers and support agents happier. You can monitor any of your team's email inboxes, with a three-column design that shows accounts, a list of messages, and the message you've selected in one view. Looking for another customer support tool that either doubles as a CRM or has CRM features like Intercom? See Tender Support integrations on Zapier. 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. Why build yet another note-taking app? 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. Then, bring over your support documentation and accounts, and dig in. out. per user, team inbox, knowledge base, social, chat, phone, forum, Free for unlimited users; from $12/mo. Answering support tickets well without knowing the full context is difficult at best. Single note can be placed into multiple places in the tree (see cloning) You can then reach out to customers with messages inside your app, chat with users to answer their questions before they make a purchase, then reply to their support emails later on—all from the same app. -Value and Effort prioritization matrix Updated Oct 23, 2017 with Freshdesk's new pricing. #Knowledge base. Need to make sure everyone knows about the latest support tickets? Just need a simple tool to answer emails? Relational. 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. And as you're working, you can let your team know your status on the Wall, an internal social network just for your support team. Zendesk is also designed to help calm your support queues by letting customers help themselves. osTicket includes some extra features, too. It's a forum-focused support tool where your users can ask for new features, add comments and thoughts about them, and upvote their favorite ideas. elevio. Designed to make it easy for you to better support your customers, these apps bring emails, tweets, chat messages and more into a customer support command center. 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. These and other Zaps can help you out. 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. Wonder no more. As you shift focus from topic to topic, TheBrain moves right along with you, showing your information and all the connections you've made. Looking for an advanced, extendable support tool? provides a web - or app-based platform for organization, creativity, teamwork, and productivity. Its mobile framework even accommodates other customer support apps, to keep you from feeling locked-in. Looking for a full-featured support app—one that can manage your support emails, social networking mentions, phone calls or text messages? November 9, 2018 April 24, 2018 by Doug Toft. With their own support tool, they needed a way to keep track of spam messages that were coming in. Guide reduces ticket volumes by delivering AI powered answers to your customers instantly, in over 60 languages, and on any channel, even mobile app - which means your customers can get answers faster and improve agent efficiency. Tender Support simplifies things by defaulting to community forums, and treating your public and private messages the same. Like your company for help but that 's focused on emails, FAQs, and both... Solve more of their problems difficult at best from your knowledge base and a process around it that continues grow. For almost every device fragmented information n't just about social support,.! 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