u/nijamudeenm

A lot of help desk tools advertise tons of features, but I’m curious what teams actually use day to day. For a small SaaS or service business, which features are must-haves and which ones are mostly marketing?

Things I’m thinking about: ticket assignment, automation rules, canned responses, SLA reminders, customer portal, knowledge base, reporting, and integrations.

We’re currently handling support through a shared inbox, but things are starting to get messy with ownership, follow-ups, duplicate replies, and missed tickets.
For teams that moved to a proper ticketing/help desk setup, what was the point where you knew it was time to switch?
Also curious which features mattered most after switching: automations, SLA tracking, customer history, reporting, knowledge base, or something else?