About Insightly Service
Insightly Service is a service management software from Unbounce that helps businesses manage customer support and service requests. It includes features such as ticketing management, knowledge base integration, and reporting tools so teams can efficiently address customer inquiries. The software allows users to track support requests, provide self-service options through a knowledge base, and analyze service performance with detailed reports. It is designed for organizations that require a comprehensive solution for managing customer service processes. Key capabilities: ticketing management knowledge base integration reporting tools customer feedback management automation tools Best for: support teams that need to track and resolve customer issues effectively.
Insightly Service is a modern customer service platform designed to help businesses deliver faster, smarter, and more personalized support experiences. Built on the same unified data platform as Insightly CRM and Insightly Marketing, it provides organizations with a seamless way to manage customer inquiries and relationships across sales, marketing, and service. The software is tailored for teams that want to unify customer touchpoints into a single source of truth. This integration allows agents to access complete customer histories and preferences, enabling more informed and efficient responses. One of the standout features is its ability to manage the full lifecycle of a support ticket—from creation and queue assignment to resolution—while tracking key service metrics like SLAs and response time. Automation tools such as macros and predefined workflows minimize repetitive tasks and accelerate the support process, giving teams more time to focus on higher-value interactions. The user interface of Insightly Service prioritizes simplicity and efficiency. Customers benefit from intuitive self-service portals where they can search knowledge articles and track their own tickets, reducing strain on live support.
Pros & Cons
- +Seamless CRM Integration: Works well with Insightly CRM for managing client requests.
- +Efficient Ticket Tracking: Allows support staff to easily access and resolve customer requests.
- +Reliable Performance: Generally meets expectations once set up.
- +Useful for General Customer Support: Works well for managing service interactions.
- −Not Ideal for Field Service Organizations: Lacks features for managing technicians and field operations efficiently.
- −Limited Task Visibility: Service administrators cannot easily track assigned tasks within tickets.
- −No Calendar in Service App: Makes scheduling and planning difficult.
- −Inability to Generate Invoices: Service work hours are tracked, but invoicing isn't built-in.
- −Costly Feature Expansions: Some necessary functionality requires purchasing App Connect.
Features
Key features
- Unified Platform with CRM & Marketing
- Built on the same platform as Insightly CRM and Marketing, it centralizes customer data for a holistic view across all customer-facing teams.
- Streamlined Ticket Management & Automation
- Simplifies the entire ticket process from inquiry to resolution, using automation features to reduce response times and manage workflows.
- Comprehensive Customer Self-Service Portal
- Offers a public portal for users to access support, find self-help through knowledge articles, and submit pre-triaged tickets.
- Service Level Agreement (SLA) Management
- Allows setting and tracking SLAs to ensure timely delivery on customer expectations and consistent service quality.
- Rich Customer Insights & Analytics
- Provides valuable analytics into customer preferences and support operations, empowering teams with data for effective decision-making.
- Cross-Organizational Data Sharing
- Facilitates the sharing of mission-critical customer information across different departments for more relevant customer conversations.
Additional features
- Customer Support and Ticket Management
- Streamlines and simplifies the entire process from initial inquiry to issue resolution.
- Public Portals
- Provides a self-service website for customers to access support.
- Knowledge Articles
- Offers a repository of self-help content for users and agents.
- Customer Support Insights
- Provides analytics and data on customer preferences and support performance.
- Capture Customer Interaction Details
- Records every detail of a customer interaction for comprehensive service.
- Agent Ticket Creation
- Empowers agents to create tickets on behalf of customers.
- Ticket Queues
- Tracks tickets in queues to show agent assignments and progress.
- Create Tasks from Tickets
- Allows creating follow-up tasks directly from support tickets.
- Create Opportunities from Tickets
- Enables creating sales opportunities directly from support interactions.
- Set Service Level Agreements (SLAs)
- Defines and manages service delivery expectations.
- Centralized Customer Interactions
- Consolidates all customer interactions in one place for efficient management.
- Comprehensive Customer Profiles
- Allows agents to access full customer histories for personalized support.
- Automation Features
- Reduces response times and manages workflows (e.g., ticket routing, notifications).
- Analytics
- Provides valuable insights into customer preferences and support operations.
- Macros
- Offers pre-written templates for consistent and quick responses to frequently asked questions.
- Multi-File Upload for Tickets
- Allows users to upload multiple files at once when creating or updating tickets.
- Email-to-Ticket Conversion
- Automatically converts emails sent to support addresses into tickets.
- Automations (for Tickets & Comments)
- Automates repeatable activities specifically for tickets and ticket comments.
- Queue Management
- Used to assign tickets to groups of users, allowing members to take ownership.
- Community Forums (via Portal)
- Allows customers to share knowledge, report problems, and capture feature requests.
- Moderation of Community Forums
- Enables management and moderation of user-generated content in forums.
- Customizable Portal Branding
- Allows applying company branding and language to the customer portal.
- Bulk Knowledge Article Updates
- Facilitates quick and easy bulk updates to knowledge articles.
- Version Tracking (Knowledge Articles)
- Tracks different versions of knowledge articles and notifies teams of updates.
- Customizable Dashboards and Reports
- Allows for tailored dashboards and reports to track KPIs (Professional & Enterprise plans).
- Keyword/Phrase Scanning (Tickets)
- Scans ticket content for insights into customer interactions.
- Unified Data Platform
- Built natively on Insightly's platform, connecting seamlessly with CRM and Marketing.
- Mobile Support
- (Implied by being a unified platform with Insightly CRM, which has mobile apps).
- Multi-channel Communication
- Consolidates interactions from email, phone, and web into a unified interface (based on external search).
Pricing
Monthly plans
Plus
USD 29
Professional
USD 49
Enterprise
USD 99
Countries & Languages
Interface languages
Billing currencies
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About Insightly Service
Insightly Service is a service management software from Unbounce that helps businesses manage customer support and service requests. It includes features such as ticketing management, knowledge base integration, and reporting tools so teams can efficiently address customer inquiries. The software allows users to track support requests, provide self-service options through a knowledge base, and analyze service performance with detailed reports. It is designed for organizations that require a comprehensive solution for managing customer service processes. Key capabilities: ticketing management knowledge base integration reporting tools customer feedback management automation tools Best for: support teams that need to track and resolve customer issues effectively.
Insightly Service Details
Insightly Service's In-App Market Place
Does Insightly Service have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Plans
Monthly plans
Plus
USD 29
Professional
USD 49
Enterprise
USD 99
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), AUD ($), CAD ($), JPY (¥), CNY (¥), INR (₹), BRL (R$), RUB (₽)
Pros & Cons
- Seamless CRM Integration: Works well with Insightly CRM for managing client requests.
- Efficient Ticket Tracking: Allows support staff to easily access and resolve customer requests.
- Reliable Performance: Generally meets expectations once set up.
- Useful for General Customer Support: Works well for managing service interactions.
- Not Ideal for Field Service Organizations: Lacks features for managing technicians and field operations efficiently.
- Limited Task Visibility: Service administrators cannot easily track assigned tasks within tickets.
- No Calendar in Service App: Makes scheduling and planning difficult.
- Inability to Generate Invoices: Service work hours are tracked, but invoicing isn't built-in.
- Costly Feature Expansions: Some necessary functionality requires purchasing App Connect.
Insightly Service's Support Options
Email Address
sales@insightly.comChatbot
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