First week with Freshdesk

As previously mentioned, I have been looking around for an easy way to manage pre-sales and support e-mails.
At the recommendation of the folks on the bootstrapped.fm forums, I tried looking into the packages that are sold as part of the “helpdesk” category. This seems to be a more fruitful path, and I’ve been answering most of my support e-mail through Freshdesk this week.
It’s been reasonably easy to get things done, though I miss some features from my e-mail client like easily saving attachments, formatting, adding screenshots, and the like.
The biggest dissapointment is the lack of a “remind me to follow up” feature. This I really need for those people who seem like the most solid prospects, but aren’t ready to order just yet. This is a very CRM-like feature, and I’m having trouble finding a helpdesk that supports this.

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Managing customer support and pre-sales e-mails

My business is expanding, and there are getting to be a lot more pre-sales and support questions than I can handle by myself ina day.

I’ve got enough sales to support hiring someone part time at least to help out with these e-mails and phone calls.

I’ve been looking to services that let me see everything that’s going on in my e-mails, assign them to support, and so on. Most of them don’t meet my needs.

For example, if a customer asks for something special before their order, I want to make sure that I know about that when they follow up after the order. Or if they are asking for a repeat or clarification of something asked a while back, I’d like to be able to see the original conversation.

I also think this is helpful for training purposes, so I can see how my new employee is responding to the customers.

Finally, I want to be able to assign incoming e-mail requests to a particular person, so that they can handle the customer for that request stream.

Here are some of the packages I’ve tried so far, and notes on them:

Odoo: hard to configure, never got it working.
Capsule CRM: Couldn’t get this to work.
Zoho: Couldn’t get this to work right despite multiple phone calls with support.
SugarCRM: seems to be targeting a way different market.
Insightly: doesn’t automatically save incoming/outgoing e-mails.
Intercom.io: weird interface, doesn’t seem to support searching.
Streak: simple to use, but again requires you to manually add e-mails to its system.
Nutshell: Didn’t support attachments in e-mails.
SupportBee: favorite so far, but I’ve just signed up for the free trial.

Support Bee so far is #1, followed by Streak, and Insightly.

I really want to like the “does everything for your business” packages like Zoho and Odoo, but for the particular use case I need them for right now, they just don’t work.