Freshdesk - Quality CS at your desk or on the go!

Freshdesk is a great user support channel that allows tickets to be created through e-mail, web forms, social media, and other avenues. Tickets are assignable to agents based on content and criteria as well as easily transferable to other agents/queues. Integrating within Social media allows you to respond to your customers within the format that they submitted the question to you (Twitter and Facebook) without having to monitor multiple platforms. In addition, the social aspect allows you to monitor keywords, hashtags, and direct mentions so you know what problems you may need to address that were not created as tickets (i.e.: #CompanyX has the worst service ever).