Thanks for replying. I will test it out and let you know. I would also encourage to really "disrupt" (Yes I used the word here) pricing for support tools. Per agent/user pricing (zendesk/freshdesk/helpscout etc) really adds up for a startup/smaller teams and I would encourage you to consider flat rate pricing with limits of different types.
I know what you mean. We're doing a few things in terms of pricing that (I think) are unusual for support tools:
- Unlimited read access to everyone at your company (because customer support conversations should be accessible to all team members). Say you have 15 people, but only 3 are customer-facing certified - if we charged $15/month, it would be $45/month for 15 people. (This also means unlimited write access in internal rooms - think of it as free Slack;)
- No charge for two customer-facing agents, which would cover most bootstrapped or pre-seed startups;
Nice. 1st and 3rd points are gold. I would say that for read only, at least allow internal team members to comment/note on customer issues and consider that read only as well. That way, we can have more team members be involved in internal notes etc for a customer but only charge if we are replying ? Or may be add role for agents as "commenter vs customer facing" . We ourselves offer SSO with our lower plans and that is very popular. The whole old school model of "SSO only available with Enterprise" needs to die soon.
