What should I look for in a ticketing system?

Help Scout recently announced a new integration with messenger, which is great news for their users. However, I find it disappointing that this integration is only available for their Pro and Plus plans. In a market where most ticketing and support services offer real-time chat with customers across all plans, it feels unfair to limit such a useful feature to the most expensive tiers. As a customer, I believe that access to real-time chat should be a basic requirement for any support service. It's frustrating to see that Help Scout is putting such a critical feature behind a paywall, and it makes me question their commitment to customer satisfaction. While Help Scout may still be a reliable choice for some businesses, I hope they will reconsider their pricing model and make this integration available to all users. Until then, I will be exploring other options that offer better value for my money

What you're looking for in a ticketing system is going to depend on your specific processes for reactively and proactively supporting your customers. I think the best way to understand what you should look for is to evaluate your current processes and reflect on what is working and what could be improved. If you don't know what could be improved, ask your current customers for feedback on their support experiences with your team or take a look at what other similar companies or organizations are doing for some inspiration. From here, you can find a support solution that enables you to continue doing what is working well and helps you solve some of your current pain points and goals. If you'd ever like to learn more about Help Scout, please reach out and I'm happy to start a conversation. My email is anthony@helpscout.com