To provide the best experiences, we use technologies like cookies to store and/or access device information. Consenting to these technologies will allow us to process data such as browsing behavior or unique IDs on this site. Not consenting or withdrawing consent, may adversely affect certain features and functions.
The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.
The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.
The technical storage or access that is used exclusively for statistical purposes.
The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.
The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.
6 Responses
I’m curious to hear your detailed feedback on this and more importantly, the user experience i.e. what your plugin users think about using help scout?
I have used Help Scout ever since Yoast announced they are using it and love their service so much so that I have paid yearly fee upfront!
The only thing that keeps me from adding more users is that I don’t have an option to limit other users to only be able to access their “assigned” tickets. If they add this feature it will become a dream app for me!
We chose that one after reading quite a number of reviews saying that Help Scout is the simplest system out there, it just does what you need it to do without any bloat. It helps that it has a free starter plan too.
We didn’t try that one actually, this blog post is the first I’ve heard of it 🙂
Looking at the screenshots it looks like it has a nice clean interface. That, I guess, is maybe one of the downsides of FreshDesk, it’s got quite a busy interface with lots of features we don’t need.
I’ll definitely check out helpscout if we ever decide to move!
That’s good to hear, have you tried out Help Scout as well? I think any ticketing system is better than forums for premium plugin/theme support.
For Meta Slider, we use FreshDesk for premium support and the WP Support forums for free support.
FreshDesk is pretty awesome. Handling multiple support tickets at once can be overwhelming, so one feature I really like is being able to reply to a ticket and set it to ‘awaiting customer response’ in one click. This effectively removes the ticket from view until the customer responds, and means we can concentrate on the tickets that still need a reply from us. It’s such a small detail but anything (anything!) that makes handling support a bit easier is very welcome.
Their support is also pretty good, although I haven’t had to use it much.