⚠️ 6 Helpdesk Software Gotchas to Watch For
- Ticket/Agent Limits Hidden: HIGH Base pricing shows unlimited tickets but caps agents. Growing support team? Costs can 10x as you scale beyond starter tier
- Customer Data Ownership: HIGH Your customer conversations may be used to train AI or improve their product. Support tickets contain sensitive info—know who owns it
- Integration Restrictions: MEDIUM Key integrations (Slack, Salesforce, etc.) only available on premium tiers. What seems like a complete solution requires expensive upgrades
- Data Export Limitations: HIGH Leaving? Full ticket history export may be difficult, expensive, or impossible. Years of customer support context locked in their system
- SLA Automation Fees: MEDIUM Automatic SLA tracking, routing rules, and workflow automation often require higher tiers. Basic plan may be essentially manual
- Support for Your Support: MEDIUM Ironic but true—support from your helpdesk vendor may be limited to email with 48-hour response on lower tiers
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