Used For

• +**Customer emails disappearing into Gmail chaos** → Everything becomes a trackable ticket with full conversation history and automatic routing
• +**Live chat visitors bouncing because nobody's watching** → 2.5-second chat widget with proactive triggers catches people before they leave
• +**Phone calls, emails, and social messages scattered everywhere** → One inbox shows every customer interaction, no matter how they contacted you
• +Built-in phone system - agents handle calls directly from the helpdesk without switching between tools
• +Knowledge base reduces repetitive questions by letting customers find answers themselves

Best For

• >Support emails are lost in Gmail and chat goes unanswered on a different platform
• >Your 10-person team is drowning in customer questions across every possible channel
• >You want live chat that actually converts visitors instead of just sitting there looking pretty

Not For

• -Solo founders or tiny teams under 5 people — the free tier works but paid plans get expensive fast for micro-teams
• -Enterprise companies with 500+ employees — you'll outgrow the customization options and need Salesforce Service Cloud
• -Companies requiring on-premise hosting for compliance — this is cloud-only with no self-hosted option

Pairs With

• *Slack (where your team gets pinged about urgent support tickets and celebrates resolved cases)
• *HubSpot CRM (to see full customer context when support tickets come in from existing leads)
• *Shopify (for e-commerce support tickets about orders, returns, and shipping questions)
• *Zapier (to automatically create tickets from other tools and sync customer data)
• *Google Workspace (since most support still starts with email before moving to other channels)
• *Facebook Business (to manage social media support messages that cost extra but customers expect)

The Catch

• !Social media support costs extra and users call it expensive — budget more than the base $15/month
• !Advanced automation setup takes 1-2 weeks to master even though basic setup is genuinely fast
• !Some AI features require separate paid add-ons that aren't included in the main pricing tiers

Bottom Line

The fastest way to stop juggling 47 tabs when customers need help.