Helpdesk Platform Checklist: What Matters More Than Brand Names
A neutral checklist for inbox UX, routing, SLAs, security and scale.
TL;DR: A neutral checklist for inbox UX, routing, SLAs, security and scale.
Inbox UX
- List performance
- Keyboard-first
Email threading
- Message-ID
- Outbox controls
Routing & ownership
- Brands/departments
- Escalations
Security
- RBAC
- Audit logs
- Tenant isolation
Cost
- Egress, request costs, seat pricing