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Customer service software / YOUR COMPARISON
37% evidence coverage
With AI excluded: 32–100/100
US$25.00
workspace/month · excl. VAT
Online stores needing product guidance and multilingual human support.
English service product; GBP not listed as payment currency.
Visit Smartsupp ↗Ad · affiliate linkWe may earn a commission if you buy through this link.The first number is earned from documented features. Unverified capabilities create the range. Product scores do not establish the quality, reliability or price of a particular plan.
| Capability & demo question | Smartsupp37–100/100 documented fit |
|---|---|
Core workflowShared inbox and tickets7.0 points availableAsk in the demoCreate a case from email and assign it without duplicate ownership. | ? Not verified Shared conversations; full ticket lifecycle unverified. 0.0–7.0 / 7.0 pointsEvidence ↗ |
Core workflowCustomer interaction history7.0 points availableAsk in the demoShow the customer's previous conversations while handling the new case. | ✓ Supported Customer conversation history. 7.0 / 7.0 pointsEvidence ↗ |
Core workflowAutomatic ticket routing7.0 points availableAsk in the demoAssign a ticket according to type, priority or team. | ? Not verified Not established by reviewed sources. 0.0–7.0 / 7.0 pointsEvidence ↗ |
Core workflowSearchable knowledge base7.0 points availableAsk in the demoPublish an answer and find it as a customer and as an agent. | ? Not verified Not established by reviewed sources. 0.0–7.0 / 7.0 pointsEvidence ↗ |
Core workflowOperational support reports7.0 points availableAsk in the demoInspect first-response time, backlog and resolution trends. | ✓ Supported Response, volume and CSAT metrics. 7.0 / 7.0 pointsEvidence ↗ |
Workflow depthSLA and escalation rules4.0 points availableAsk in the demoDemonstrate a breached target and the next escalation. | ? Not verified Not established by reviewed sources. 0.0–4.0 / 4.0 pointsEvidence ↗ |
Workflow depthBusiness-hours calendars4.0 points availableAsk in the demoApply a team working-hours calendar to a response target. | ? Not verified Not established by reviewed sources. 0.0–4.0 / 4.0 pointsEvidence ↗ |
Workflow depthConnected service channels4.0 points availableAsk in the demoContinue a case with history from at least two channels. | ✓ Supported Chat, email and messaging. 4.0 / 4.0 pointsEvidence ↗ |
Workflow depthInternal collaboration4.0 points availableAsk in the demoAdd a private note or involve another team without exposing it to the customer. | ? Not verified Not established by reviewed sources. 0.0–4.0 / 4.0 pointsEvidence ↗ |
Workflow depthReusable response actions4.0 points availableAsk in the demoApply a reusable reply that also updates ticket fields. | ? Not verified Not established by reviewed sources. 0.0–4.0 / 4.0 pointsEvidence ↗ |
Workflow depthCustom case fields4.0 points availableAsk in the demoMake an issue type available for routing and reporting. | ? Not verified Not established by reviewed sources. 0.0–4.0 / 4.0 pointsEvidence ↗ |
Workflow depthAgent roles and permissions4.0 points availableAsk in the demoPrevent a junior agent changing restricted settings or records. | ? Not verified Not established by reviewed sources. 0.0–4.0 / 4.0 pointsEvidence ↗ |
Workflow depthTicket change history4.0 points availableAsk in the demoSee who changed ownership, priority or status. | ? Not verified Not established by reviewed sources. 0.0–4.0 / 4.0 pointsEvidence ↗ |
Workflow depthService API or integrations4.0 points availableAsk in the demoCreate or update a case in a connected business system. | ? Not verified Not established by reviewed sources. 0.0–4.0 / 4.0 pointsEvidence ↗ |
Workflow depthCustomer satisfaction feedback4.0 points availableAsk in the demoCollect feedback linked to the closed case. | ✓ Supported Response, volume and CSAT metrics. 4.0 / 4.0 pointsEvidence ↗ |
Workflow depthPortable case data5.0 points availableAsk in the demoExport a case with its messages and useful identifiers. | ? Not verified Not established by reviewed sources. 0.0–5.0 / 5.0 pointsEvidence ↗ |
Workflow depthBot-to-agent continuity5.0 points availableAsk in the demoTransfer a bot conversation with context and customer details. | ✓ Supported Human transfer preserves context. 5.0 / 5.0 pointsEvidence ↗ |
AIGrounded AI reply assistance5.0 points availableAsk in the demoDraft a response from the case and approved knowledge. | ? Not verified Rewrites; knowledge-grounded draft unverified. 0.0–5.0 / 5.0 pointsEvidence ↗ |
AIAI summaries and classification5.0 points availableAsk in the demoSummarise the case or identify its intent before routing. | ✓ Supported Conversation summaries. 5.0 / 5.0 pointsEvidence ↗ |
AIControlled AI resolution5.0 points availableAsk in the demoResolve a supported issue and escalate an unsupported request to staff. | ✓ Supported Human transfer preserves context. 5.0 / 5.0 pointsEvidence ↗ |
“Not verified” means the recorded evidence does not settle this specific check. It does not mean the feature is absent. Read the scoring method.