I've been looking for a LTD help desk solution for a while. I've tried several in appsumo's history over the years. always there was something not quite right with how the systems work... either they were unreliable, or I couldn't get the alerts I wanted, or the SMTP wouldn't quite work. Not so with pulsedesk!

For the first time, the software does literally everything I want it to. Well.. ok my one gripe is they don't have webhook alerts, but I get around that with email alerts and pabbly.

The ticket system is super simple, and works well. It captures things like screenshots and attachments (other systems have problems with this). It allows for internal communication too very easily like you'd expect.

It has various triggers and automated actions like assigning tickets based on category, or support email etc. TBH the UI of the trigers could use some work, but I was able to make every automation I needed.

One time I couldn't quite figure out which trigger to use, I send support a message describing what I need and they told me exactly what to do.

it has some good analytics on first time to response etc. It's what you'd expect I think, but I don't use it very much tbh.

The SMTP and email system works flawlessly. This is particular sticking point for me on most systems. A lot of systems will respond to a ticket, but they will create a new thread with each response in a gmail inbox, which is annoying for customers. This responds in a way like a regular email response, so it shows up in the same thread as the original email. So if you want have an email inbox for support requests and responses, or have your main email copied on all of them (like I do), the original request, and all subsequent responses it will be organized by thread. The emails appear to and from our official support@domain.com email, something others struggled with. We're just using mailgun to send emails. Of course you don't need to use SMTP you could use support@yourcompany.pulsedesk.com to send/recieve if you want. I have a google workplace "default routing" email forwarder set up that forwards emails from support@mycompany.com to pulsedesk, and they come through flawlessly.

In short, everything just works. The last 3 support desk deals did NOT. It's been very reliable, and I couldn't be happier. I'm only using the email system, so I have no comment on the chat system or the knowledge base system.