Commentary: Evaluating Support Platforms - The Right Questions
28 January 2026
You might have seen we've started a series where we evaluate and compare other platforms. The Youtube playlist is here and our article looking at BoldDesk is here.
Someone asked recently "Which is the most important aspect for your support platform? Reporting, automation, agent experience, maintainability..." and while I understand the intent for me this is a bad question. Which is the most important tyre on your car? You need all four to get to your destination safely.
Here's another bad question but asked with good intention. "Which is the best X?" Fun fact, you don't need the best. The best would be an entirely bespoke solution and it would cost more than your whole department budget! You don't need the best of anything. You need the affordable option which has the compromises in the places that don't affect your workflows. Let's stick to the car analogy. Maybe the best car is a Rolls-Royce or Pagani or something similarly fantastic. My Skoda gets me to the office just fine! Then I can put my resources into the other things which are important.
The key to getting the right answers is asking the right questions. When evaluating a platform, you need to understand both what the necessary requirements are but also what are the things you don't want or need or you can live without. I've got a great Swiss army knife which does a whole load of things, but I don't eat my dinner with it. What do you think?