Battle of the Helpdesk Platforms: Freshdesk vs. Zendesk

In case you missed the reminder that competition in customer support software is thriving, news of Zendesk’s official IPO filing recently hit the internet, disclosing plans to raise up to $150 million to grow their market share. 

If you’re new to the space, or thinking about a change in your own organization, it’s hard to figure out features set them apart.

To help you make the best decision for your customers and support team, we’re sharing our analysis of the key differences between Zendesk and Freshdesk.

Posted on April 16, 2014 and filed under Enterprise.

Synata Not Affected by Heartbleed Bug

A major vulnerability affecting the popular OpenSSL framework was discovered this week. The vulnerability, known as “Heartbleed,” would potentially allow attackers to retrieve sensitive information from encrypted SSL endpoints.

After a comprehensive audit, we found that none of our systems had been affected by Heartbleed.

Posted on April 9, 2014 and filed under Synata.

Customer Service: Optimizing Search in Your Support Community

Search is in our blood so it’s no surprise that we at Synata wholeheartedly support search as a means of getting your customers the support they need.

Our favorite customer support platforms offer knowledge bases, FAQs, and communities to help meet the needs of your self-service customers. But once you’ve built out your content, it’s important to make it fast and easy for your users to find what they’re looking for.

We took a look at what you can do in different platforms to leverage search as a means to improving your overall customer experience in your portal. Here are some guidelines to get you started.

Posted on March 26, 2014 .

4 Helpdesk Features That Actually Matter to Your Customers

Customers’ expectations for products and services are higher than ever. For most people, there is no greater test of a brand’s quality than their experience when dealing with support.

Whether you’re comparing support software options, or just configuring your company’s tool-of-choice, we’ve pared away the bells and whistles to help you focus on the four features that make the difference to your customers.

Posted on February 20, 2014 and filed under Enterprise.