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HelpSumo

Full featured hosted helpdesk solution·helpsumo.com

HelpSumo is a hosted online help desk solution that provides customer support through a ticketing system, email, social media, live chat, and a self-service knowledge base. It offers tools for managing support tickets, SLA rules, and multiple support departments, with dashboards and reporting for managers. The platform is cloud-based, responsive, and designed for customers, agents, and managers alike.

What it's for

Managing customer support ticketsConverting support emails into ticketsProviding live chat supportPublishing self-service knowledge base articles, FAQs, videos and PDFsHandling customer queries from social media (Twitter & Facebook)Providing voice/VOIP-based supportTracking help desk performance via reporting dashboards

Features 20

Auto assign tickets
Chat monitoring
Chat teams organization
Chat transfer and chat-to-ticket conversion
Cloud-based access from anywhere
Customizable, designer-friendly interface
Dedicated desktop apps for Windows and Mac
Email-to-ticket conversion
Full featured ticketing system with multiple department support
Integrated live chat with offline chat recording
Localization support
Predefined live chat responses
Reporting and dashboards
Responsive HTML5 design
Self-service knowledge base with articles, FAQ, videos and PDFs
Skill tags for team grouping
SLA management
Social media support integration (Twitter & Facebook)
Supervisor mode for monitoring agents
VOIP integration for voice support

At a glance

free tierfree trial

TypeWeb app

DeploymentCloud

PlatformsWeb, Windows, macOS

Forbusinesses of all sizes

Integrations

TwitterFacebook

Pricing

Paid plans offer a 30-day free trial; a credit card is charged after the trial ends. Plans can be upgraded or downgraded at any time with no cancellation fees.

Free PlanFree

Ticket Support, Email Support

3 user account, free forever, limited to 1 GB storage for media files, includes only Ticket Support and Email Support

Baby Plan$19/user/mo

Unlimited Tickets, Up to 3 Staff, Knowledge Base, Virtual Sub domain Support, Email, HomePage Banner Configuration, Social Media, Business Hours, Content Management, Email Ticketing, Feedback

Up to 3 staff

Kid Plan$29/user/mo

Everything in Baby, Portal Page Design, CSS Customization, Media Upload, SLA Rule, Chat Integration, FAQ From Ticket

Wrestler Plan$49/user/mo

Everything in Kid, Chat Transfer, Chat Convert To Ticket, Chat Monitor, Affiliate – Referral link, Timezone

Sumo Plan$79/user/mo

Everything in Wrestler, Voice Ticketing, Reporting, Localization