Hi Alec. Good to read from you. Thank you for your review. Would you mind telling me a bit more what you mean "Unfinished UX and workflow, and the rough edges"? It's a broad generalisation and it would really help us. Here is probably not the best way to discuss this, hence you know how to reach me :) I also invite you to check out Helpmonks again. I can give you a free account too. Thank you.

@themiguelamador What novel solutions?

@thenitai Freshdesk, Zendesk, etc. Mention novel because it seems you are longer in the market, so I expect others have built on top of existing solutions. Just looking for some comparison on features and performance since I am looking for a self hosted option.

@themiguelamador We've been in the market since 2013. Not so long :) Though, in the recent ten months, we had the fortune to sign up over 2000 customers. Helpmonks is my 6th startup. That said, Helpmonks is unique as we not only offer a SaaS solution, but also a dedicated server (we manage for you) and an on-premise solution. We have a lot of companies using both of there, whereas the on-premise solution has seen an update in the recent months. You can find out more at https://helpmonks.com/self-hosted and https://helpmonks.com/cloud-server Feature-wise, we have collision detection, reminders, notes, tons of plugins and more. We are about to release the Helpmonks CRM and a Helpmonks Automated Email Marketing Tool. Also, team/group feature coming soon and more. You can see all the features at https://helpmonks.com/features. A 30-day trial is available at https://helpmonks.com/trial and pricing at https://helpmonks.com/pricing Let me know if I can help with anything else.

@themiguelamador Hi Miguel. The concept is awesome and Nitai is really supportive. I've used Freshdesk seriously (two years as main help desk), HelpScout (three months, pre-Freshdesk), Helpmonks (two trials of about two weeks) and Teamwork Desk (about two years). I'd rank the solutions in this order in terms of power, flexibility and user experience: 1. Teamwork Desk (started off very rough but if you throw enough engineering hours at something it starts to work well, though there are still some persistent issues like not being able to customise your view - you have to do it every time you open every browser on every device from scratch). There's also no logic in managing actions - for every action, you'll get a notification so if your actions overlap a single agent or manager can end up with five notifications for a single ticket arrival. 2. HelpMonks for the concept. There's still a lot of rough edges in terms of user interface and how screens load. HelpMonks needs about two weeks of a very good UX designer working with a great front end developer to smooth out the workflow. 3. Freshdesk. Very capable but over-engineered. There's no hope of ever getting to a zen workflow here as it's just very micosofty and programmer oriented with options everywhere. Loathe their intrusive gamification as well. You can do anything you like with Freshdesk though. The underlying organisation is client friendly even if support sometimes sends you in circles (Indian company, it's kind of the Indian style to not get you to an answer right away, don't know if that will ever change). Unlike foreign companies with Indian support where no one is empowered to solve problems, Freshdesk eventually can and will resolve your issues. 4. HelpScout. Overpriced and underpowered. Plays poorly with other help desks. No portal option. I keep hoping Helpmonks will become good enough to become our main help desk as the pricing and service is model is the best in the industry. If you need to immediately put a powerful and affordable help desk into action in a high pressure environment (our case), Teamwork Desk remains the best compromise for now.

@themiguelamador @foliovision Regarding "I keep hoping HelpScout will become..." I do hope you mean Helpmonks here? :) Again, we go over our UX experience a lot and people like it. Please do let me know what you mean by your comments on the UX. I also invite you to check out Helpmonks again. I can give you a free account too. Thank you.

@kcucchia Thank you. Stay tuned as we come out with a Helpmonks CRM real soon )