FuseDesk Features

FuseDesk

Help Desk, Support Ticketing, and Messaging Platform

4.0/5 (4 reviews)

Competitor Feature Comparison

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Administrative Reporting
Alerts / Escalation
Alerts/Notifications
Appointment Management
Auto-Responders
Automated Routing
CRM
Call Center Management
Call Reporting
Canned Responses
Cataloging/Categorization
Chat/Messaging
Collaboration Tools
Communication Management
Content Management
Customer Database
Customer Experience Management
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Data Import/Export
Data Retention Management
Decision Support
Discussions / Forums
Email Alerts
Email Management
File Sharing
Full Text Search
Help Desk Management
IT Asset Management
Interaction Tracking
Knowledge Base Management
Live Chat
Macros/Templated Responses
Mobile Access
Multi-Channel Communication
Multi-Department/Project
Offline Form
Performance Metrics
Proactive Chat
Productivity Analysis
Queue Management
Real Time Analytics
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Self Service Portal
Service Level Agreement (SLA) Management
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Website Visitor Tracking
Workflow Configuration
Workflow Management
Learn moreCompare App
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Administrative Reporting
Alerts / Escalation
Alerts/Notifications
Appointment Management
Auto-Responders
Automated Routing
CRM
Call Center Management
Call Reporting
Canned Responses
Cataloging/Categorization
Chat/Messaging
Collaboration Tools
Communication Management
Content Management
Customer Database
Customer Experience Management
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Data Import/Export
Data Retention Management
Decision Support
Discussions / Forums
Email Alerts
Email Management
File Sharing
Full Text Search
Help Desk Management
IT Asset Management
Interaction Tracking
Knowledge Base Management
Live Chat
Macros/Templated Responses
Mobile Access
Multi-Channel Communication
Multi-Department/Project
Offline Form
Performance Metrics
Proactive Chat
Productivity Analysis
Queue Management
Real Time Analytics
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Self Service Portal
Service Level Agreement (SLA) Management
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Website Visitor Tracking
Workflow Configuration
Workflow Management
Learn moreCompare App
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Administrative Reporting
Alerts / Escalation
Alerts/Notifications
Appointment Management
Auto-Responders
Automated Routing
CRM
Call Center Management
Call Reporting
Canned Responses
Cataloging/Categorization
Chat/Messaging
Collaboration Tools
Communication Management
Content Management
Customer Database
Customer Experience Management
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Data Import/Export
Data Retention Management
Decision Support
Discussions / Forums
Email Alerts
Email Management
File Sharing
Full Text Search
Help Desk Management
IT Asset Management
Interaction Tracking
Knowledge Base Management
Live Chat
Macros/Templated Responses
Mobile Access
Multi-Channel Communication
Multi-Department/Project
Offline Form
Performance Metrics
Proactive Chat
Productivity Analysis
Queue Management
Real Time Analytics
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Self Service Portal
Service Level Agreement (SLA) Management
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Website Visitor Tracking
Workflow Configuration
Workflow Management
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FuseDesk Feature Reviews

3 reviewers had the following to say about FuseDesk's features:

Anonymous
(Publishing company, 1-10 employees)

Great Infusionsoft add-on for customer service

2018-10-29

Fusedesk integrates well with Infusionsoft and all the cases can be viewed from within Infusionsoft.

Pros

I love it that you can have a central support email for customer service and the cases can be easily divided up among several staff members.

Cons

If the customer is marked as unsubscribed in Infusionsoft, you cannot respond to their support request via Fusedesk.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Kirsten T.

Verified Reviewer

FuseDesk does the trick but I like other help desk platforms better.

2017-12-05

Pros

The notifications are on point.

Cons

I find FuseDesk to be incredibly glitchy and it bothers me because closing tickets that aren't cases, pulling up templates and even reassigning cases can take multiple attempts, thus wasting valuable time.

Rating breakdown

Value for money
Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: GetApp
Helpful?   Yes   No
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Tom H.

Help handle customer's emails quickly and professionally viewing history of emails, notes and calls.

2018-03-16

Pros

I liked that I could view key customer metrics so I could better serve my customers more quickly.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Source: Capterra
Helpful?   Yes   No
Read more