Are support agents happy with Freshdesk Mint? This was the most pressing question we had on our minds when we introduced Freshdesk Mint a year back. Over months, we spoke to our customers to gather feedback on what people liked and disliked. We were delighted to learn that the overall feedback for Freshdesk Mint was very positive. But we didn’t just stop with customer interviews. Using Heap, an analytics tool, we analyzed product adoption to learn from our success and our mistakes.

There are A LOT of features available for companies to choose from when deciding what’s important in their Business to Business (B2B) customer support software solution. We made this list to help companies think about the key features these solutions offer and their value. Without further ado, here’s our list of 20 essential features in a B2B customer support system.

Customer support can easily become a huge money pit instead of a tool for building revenue, no matter the industry you’re in. But if you’re a SaaS company, you know just how crucial it can be to keep costs down. Especially if you’re just getting started and your customer base isn’t large enough to support your operational costs just yet.

We're excited to announce the release of Zulip Server 1.9, containing hundreds of new features and bug fixes. Especially relevant for users migrating from the recently discontinued HipChat is our new HipChat data import tool.

Nowadays, the press doesn’t have to look too far for the next cyber attack story! Whether it’s the surprise theft of customer data, like British Airways suffered this year, or a fresh Facebook hack, if there’s one thing we’ve learned this year – no one, regardless of size and sophistication, is immune to attack.