Question 1

When do I need a help desk vs. just email?

Accepted Answer

When you're handling 10+ support conversations daily, or have multiple people responding, or need to track metrics. Email works until it doesn't—usually breaks at 50-100 tickets/week.

Question 2

What's the best help desk for startups?

Accepted Answer

Help Scout: simple, affordable, feels like email. Intercom: great for SaaS with chat. Freshdesk: full-featured, good value. Zendesk: powerful but complex. Start simple, upgrade as needed.

Question 3

How much do help desks cost?

Accepted Answer

$15-50/agent/month for most tools. Free tiers exist (Freshdesk, Zoho). Enterprise tools get expensive ($100+/agent). Price per seat, so small teams stay affordable.

Question 4

Should I use shared inbox or individual assignments?

Accepted Answer

Start shared—everyone sees everything, no bottlenecks. Add ownership/assignment as team grows. Hybrid: shared visibility, individual accountability. Avoid silos early.

Question 5

What metrics should I track?

Accepted Answer

First response time, resolution time, tickets by category, CSAT scores, tickets per customer. Start with first response time—it correlates strongly with satisfaction.

Question 6

How do I set up ticket categories/tags?

Accepted Answer

Start broad: billing, bugs, how-to, feature requests. Refine based on actual volume. Too many categories = friction. Tags help without forcing rigid categorization.

Question 7

What's a good first response time to target?

Accepted Answer

Under 1 hour during business hours for most SaaS. Under 4 hours is acceptable. Acknowledge quickly even if resolution takes longer. Set expectations clearly.

Question 8

How do I handle support outside business hours?

Accepted Answer

Set clear expectations (response times displayed). Auto-responders acknowledging receipt. Knowledge base for self-service. Consider global coverage as you grow.

Question 9

Should I integrate help desk with other tools?

Accepted Answer

Yes—CRM for customer context, Slack for internal alerts, product for in-app support. Start with core integrations. More data = better support.

Question 10

How do I prevent ticket volume from exploding?

Accepted Answer

Knowledge base for common questions. Better product UX. Proactive communication. Analyze ticket patterns—each category is a product improvement opportunity.

Question 11

What's the difference between help desk and CRM?

Accepted Answer

Help desk: reactive support conversations. CRM: relationship/sales tracking. Some tools blur the line (Intercom, HubSpot). Use both, or pick a tool that combines them.

Question 12

How do I scale support without hiring?

Accepted Answer

Self-service (knowledge base, FAQs). Automation (macros, canned responses, chatbots). Better product (reduce the need for support). Hire when automation is maxed.

Question 13

Should I offer phone support?

Accepted Answer

Not initially—it's expensive and doesn't scale. Text-based support is more efficient. Add phone for enterprise deals or specific segments where it's expected.

Question 14

How do I maintain quality as the team grows?

Accepted Answer

Saved replies/macros for consistency. Internal knowledge base. QA reviews on random tickets. Customer feedback loops. Training on tone and troubleshooting.

Question 15

What's a CSAT score and why does it matter?

Accepted Answer

Customer Satisfaction score—usually a simple good/bad rating after ticket resolution. Lagging indicator of support quality. Aim for 90%+ positive. Follow up on negatives.

I need a system to manage customer support tickets

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