Thoughts on what businesses actually need from the Cloud, not what vendors wish they needed.

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Assistly Reviewed: Zendesk-Like Helpdesk Solution

Update: As chance would have it, Assistly was acquired by Salesforce today. Not sure exactly what that implies yet, so stay tuned…

Assistly is a self-proclaimed “All in one system for delivering awesomely responsive customer support.” Big words, those – but are they true?

Assistly lets you streamline your support channels, be they through email, phone, social media, or instant chat. Your clients can submit support tickets through any channel and you can easily organize the requests in Assistly’s user-friendly interface. You start with the Admin dashboard, which is robust and simple to setup; you can customize automatic responses, add or remove team members and groups, and manage all of your active, completed, and upcoming cases. As with its competitors (Zendesk, TenderApp) there’s also a knowledge base section that lets you store support content for your clients to reference and learn from.

Support requests are organized via the Agent dashboard, appearing as one stream of information (it is arranged just like most email providers, so it doesn’t feel novel to users). Requests can be tagged and pushed through stages: New, Open, Pending, Resolved, Closed. You can then filter by each stage or tag, making it easy to glance at the dashboard and see how many requests exist for a given criteria. It’s standard but slick.

Reporting is done via the unambiguously named Reporting dashboard, where data is organized and arranged graphically. Colorful line graphs are created automatically when you select one of the available Reports on the left toolbar.

Assistly has what appears to be a fairly open API system, with a separate website available for Assistly API usage (http://dev.assistly.com/). Assistly can be integrated with most major CRM systems, and can also be integrated with Google Apps.

Overall, Assistly is a Zendesk-like helpdesk solution that makes providing support to your clients easy. While Zendesk appears to be superior in terms of API integration, Assistly has live chat built in, and a competitive pricing model that includes a “flex” option that lets you get billed on hourly use. Assistly is definitely worth the demo if you are looking for an efficient, and easy to use, helpdesk solution. We would also check out Zendesk, though; its integration capabilities are second to none, and it has a long, respected reputation in the helpdesk SaaS world. You probably can’t go wrong with either; we would take a free 30 day trial for each and see which one works better for your business needs.

Check out more reviews and best practice material at www.VM-Associates.com

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More Stories By Chris Bliss

Chris Bliss works at VM Associates, an end-user consultancy for businesses looking to move to the cloud from pre-existing legacy systems.