FocalScope Review: Best Email Ticketing & Helpdesk Software 

FocalScope is a popular email ticketing and helpdesk software offering customer service teams all-in-one functionality in a single platform.

Covering every customer service channel across email ticketing, phone support, live chat, social media messaging, FocalScope is the most comprehensive software of those we have reviewed so far.

Essential email ticketing software features:

FocalScope’s email ticketing solution comes packed with many features to help your customer service agents collaborate better and get more productive.

Tickets can be routed to agents based on priority, skill or availability, regardless of where the agent is located, while email ticketing service SLA controls ensure expiring tasks are quickly attended to before it’s too late.

Collaboration features allow agents to leave internal notes and share information for more complex issues, or during shift transitions. Anti-collision alerts prevent multiple agents from working on the same ticket, avoiding duplicate work and potential customer confusion. 

Some of the more stand-out email ticketing features: 

  • Quick-reply function
  • Standard response templates (also known as canned responses)
  • Merge or split tickets function
  • Ticket history logs
  • Agent collision alerts
  • Threaded email conversations
  • SLA compliance alerts
  • Ticket queues and routing
  • Internal notes and chat
  • Automatic email filtering 
  • Custom views (consolidated or personalised) 
  • Global search and search within attachments
  • Automatic or on-demand translations 

All-in-one helpdesk software

As a helpdesk management system, email ticketing forms the backbone of FocalScope, while other channels such as voice, livechat and social media messaging are integrated seamlessly in the same platform,

We particularly appreciated their helpdesk dashboards and reporting features, which allowed us to track SLAs and KPIs across channels and locations and measure the various aspects of channel traffic, customer sentiments, as well as agent productivity. 

One key takeaway here is that most of FocalScope’s features are included in full, regardless of your subscription plan. For instance, most other providers will require an Enterprise level subscription (i.e. the most expensive plan) to customize your own dashboards and reports, whereas FocalScope gives you the full depth from the start. 

FocalScope’s helpdesk software includes: 

  • Integrated voice solution for customer service  
  • Proactive live chat and chatbots
  • Social media messaging (Facebook, WhatsApp, Telegram)
  • Universal customer 360 card
  • Intelligent routing and queues
  • SLA management and alerts
  • Self-service knowledge base or customer portal

 

Why FocalScope?

On top of the nifty channel-specific features and cross-cutting tools like automated routing, SLA management, dashboards and reporting, several stand-out features set FocalScope apart: 

View a complete history of a customer’s past interactions: 

Personalisation is a major aspect of good customer service and it all starts with understanding the customer through meaningful context. When someone reaches out to you, FocalScope’s universal customer card displays a detailed history of their past interactions, purchases, and any internal notes about them. With the right customer 360 context, agents can skip right to the business of helping. 

Deploy in the cloud, on-premise, or a hybrid of the two: 

FocalSope’s flexible deployment modes really impressed us. Cloud hosting is a fantastic option for small and medium businesses, where it’s easy to scale up or down without the need for regular maintenance. Large enterprises with strict data security can deploy their helpdesk software on-premises to store data on their own servers. 

And for those with multiple locations, FocalScope allows you to deploy a hybrid combination of both cloud and on-premise that’s tailored to local environments. 

Off-the-shelf and custom-built integrations 

You can connect your existing apps and systems to FocalScope. There are a number of pre-built helpdesk integrations to CRMs like Salesforce and SugarCRM, e-commerce platforms Shopify and Magento, as well as Microsoft Teams, Office365 and Gmail. 

It’s also worth noting that FocalScope is the only help desk software that offers email ticketing integrations to global distribution systems (GDS) such as Amadeus, Sabre, and Travelport—making it a game changer for travel management companies (TMC). 

 

Pricing and Plans:

Like Focalscope, their subscription plans are straighwarord and designed to be affordable, starting with $9 per agent per month (up to 2 agents) aimed at startups and small businesses. It also includes both Email Ticketing and Live Chat channels. 

The next tier is Cloud, which costs $39 per agent per month, and includes additional social media channels and the knowledge base. The Cloud plan also adds key helpdesk and contact center features like the universal customer card, intelligent routing, SLA management, dashboards and reporting.

An alternative to Cloud, the On-Premise plan is a great option for businesses that require on-site deployment. With the same core features as the Cloud plan, On-Premise deployment will also cost you $39 per agent per month.

Lastly, there’s a separate Voice module that’s designed as an add-on for businesses that provide phone support for their customers. Note that FocalScope’s core features are all present, and you also get the essential call center features such as nested IVRs, text-to-speech, call logs, call transcripts, and more. 

For telephony pricing, you will need to contact FocalScope directly to get a quote. 

A well-rounded email ticketing and help desk software for all business types

At the time of this review, we have tested FocalScope for three weeks. Would we recommend it to our readers? Absolutely yes. 

Across global functions like routing, queues and SLA controls that help you automate workflows to thoughtful training features that provide effective on-the-job training for new agents, we find that FocalScope is a fit-for-purpose helpdesk software built by people who truly understand the inner workings of a customer service team. 

And FocalScope is relatively inexpensive, considering how their all-in-one $39 per agent per month plan is comparable to the Enterprise plans ($79 and above) from other providers—making it our top choice for email ticketing and helpdesk software. 

 

Scorecard

For any of our readers who skipped straight to the bottom of this review to get a TL;DR,  look no further. Here’s how FocalScope scored:

  • Features: ★★★★★ (5/5 stars)
  • Price: ★★★★★ (5/5 stars)
  • Ease of Use: ★★★★★ (4.5/5 stars)
  • Support: ★★★★★ (5/5 stars)
  • Growth: ★★★★★ (4.5/5 stars)
  • Security: ★★★★★ (5/5 stars)
  • Final Score: ★★★★★ (4.5/5 stars)

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