Insightly Service Review: Is It Right for Your Business?
Jess served on the founding team of a successful B2B startup and has used a wide range of sales and marketing tools over the course of her 15-year career. She uses her industry knowledge to deliver the best answers to your questions about sales tools and sales management.
Jill is a writer at Fit Small Business specializing on Customer Relationship Management (CRM) software.
Who Insightly Service Is Best For
- Teams that want simple ticketing software: Insightly Service is straightforward customer service software with useful ticketing functionality, including service level agreement (SLA) management, case history, and ticket reports. The platform gives you an extensive view of all active and historical customer cases, making it one of our top picks for the best customer service software.
- Insightly CRM users: Insightly Service is built natively within Insightly’s unified platform, making it easily adaptable for users who already use other Insightly products, such as Insightly CRM for contact and project management. It also helps users break down silos with a robust view of their customers as their data is housed in a unified system. Check out our Insightly CRM review to learn more about the software.
Who Insightly Service Is Not a Good Fit For
- Businesses that need live chat functionality: Having a live chat tool gives customers the ability to chat with your customer service agents in real time, but so far, this is not available with Insightly Service. Instead, consider some of the best alternatives that offer live chat functionality, such as Freshdesk and Zoho Desk.
- Startups looking for free customer service software: While Insightly Service provides essential customer service tools, it doesn’t have a free plan. Users on tight budgets who don’t want to pay for a separate customer service software subscription should check out our article on the best free customer service software.
Insightly Service Overview
| PROS | CONS |
|---|---|
| Easy and simple to learn and use as tools and features are laid out intuitively within the platform | No free plan or free trial, limiting the ability of potential new users to try the product before subscribing |
| Robust SLA management tools help agents monitor the average duration of case resolutions | No live chat feature—a common essential feature included in other customer service software |
| Community forums and a knowledge base let customers self-serve for common issues | |
Insightly Service Pricing
Insightly Service offers three paid plans that start at $29 per user, per month—all billed annually. It currently doesn’t offer a month-to-month billing option. Insightly Service also doesn’t have a free plan or a free trial, but interested users can request a demo with its sales team.
Plans | Plus | Professional | Enterprise |
|---|---|---|---|
Best For | Small businesses that need a simple customer service ticketing system | Businesses that handle a high volume of customer queries and need helpful self-service tools, such as community forums, to limit agent interaction for common questions | Businesses that handle large amounts of customer queries and want analytics tools to identify and understand the nature of recurring concerns, and be able to address them |
Annual Pricing ($/Month)* | $29 per user, per month | $49 per user, per month | $99 per user, per month |
Ticket Automations | ✓ | ✓ | ✓ |
Community Forums | ✕ | ✓ | ✓ |
Custom Queues | ✕ | ✓ | ✓ |
Ticket Sentiment and Keyword Analysis | ✕ | ✓ | ✓ |
Customer Satisfaction Surveys | ✕ | ✓ | ✓ |
Integrations | ✕ | ✓ | ✓ |
*All plans require an annual contract. No month-to-month plans are available.
Plus
The Plus Plan is Insightly Service’s lowest-priced base plan. It includes features such as custom ticket automation and custom scheduled reports. It also includes service level agreement (SLA) management, knowledge base articles, and customizable role-based permissions.
Professional
The Professional Plan includes everything in the Plus Plan as well as additional features, such as community forums, portal customization, custom objects, custom queues, and field-level security. As of this writing, Insightly Service’s website says features like ticket sentiment, keyword analysis, and customer satisfaction surveys are coming soon, and will be included under the Professional Plan.
Enterprise
The Enterprise Plan is Insightly Service’s most extensive (and expensive) plan. It includes everything under the Professional Plan plus additional features like custom validation rules, calculated fields, dynamic page layouts, and comprehensive audit logging.
Insightly Service Features
Insightly Service offers essential customer service software features for managing customer questions, issues, and queries. These include ticketing tools that record cases, analytics tools that track consumer sentiments, and self-help portals like community pages and a knowledge base channel.
Check below to take a closer look at Insightly Service’s features:
Insightly Service has the same user interface as its other products, making it easy for Insightly CRM and the Marketing app users to adapt.
(Source: Insightly Service)
General Features
- Custom ticket automation
- Custom and scheduled reports
- Service level agreement (SLA) management
- Knowledge base articles
- Customizable role-based permissions
- Community forums
- Ticket sentiment and keyword analysis
- Customer satisfaction surveys
Click the tabs below to see a breakdown of some of the key customer service software features Insightly Service offers:
Service Level Agreement (SLA) Management
Every ticket that comes into Insightly Service is matched to an SLA, so agents know how long they have to respond to a customer and how long they need to resolve customer issues. The system automatically keeps track of tickets that fall outside of the SLA limits, and users can escalate these to the right person and mark them as high priority.
The SLA prioritizes tickets based on the time it was submitted to ensure customer queries are resolved in the most timely manner.
Automation & Intelligent Routing
Insightly Service has built-in routing and intelligence tools to send customer inquiries to the right agent. It automatically responds to inquiries with personalized messages based on ticket, contact, or organization data. The system is also able to prioritize inquiries in high-volume scenarios and helps agents work in bulk on tickets that have similar issues.
Reporting & Analytics
Insightly Service’s reporting and analytics features let users generate various data-driven reports on their customer service cases. You can see the number of open tickets, unsolved tickets, pending tickets, tickets on hold, and unassigned tickets. It also displays agent-specific metrics to help you track and manage individual as well as team performance against goals and key performance indicators (KPIs).
Insightly Service’s reports and analytics provide an overview of all open customer service tickets.
Third-party Integrations
Insightly Service has integration capabilities with many third-party applications, allowing users to synchronize their customer data into one platform. It integrates with various apps, including email marketing, accounting, project management, and ecommerce tools.
Some of the popular available integrations include:
- Asana
- Monday
- Microsoft Office 365
- Jira
- Trello
- Airtable
- Slack
- Smartsheet
- Shopify
Customer Service
Insightly Service’s customer support includes access to its self-service help center and email support. For those who want premium support, the Insightly CRM Support and Service plans start at $1,500 per year (10% of the annual subscription fee) and include phone support during extended business hours, email support, a customer support manager, and an onboarding program for new Insightly Service software customers.
Premium | Ultimate | |
|---|---|---|
Pricing | $1,500 per year or 10% of the annual subscription fee | $3,000 per year or 15% of the annual subscription fee |
Phone Support (4 a.m.-7 p.m. Pacific Time) | ✓ | ✓ |
Email Support | ✓ (<6-hour response) | ✓ (<1-hour response) |
Customer Support Manager | ✓ | ✓ (Senior manager) |
Onboarding Program | ✓ | ✓ |
Ease of Use
Insightly Service is designed with the same interface as Insightly CRM, giving users an intuitive experience with a neat, well-organized interface. Users won’t need advanced technical skills to get acquainted with its navigation and controls as tabs, features, tools, and functionalities are all labeled clearly within the platform.
Insightly Service Alternatives
Besides not having a live chat tool, there are other reasons that Insightly Service might not be the best fit for your business needs. For example, you may be looking to start with free customer service software, or want advanced artificial intelligence (AI) or more extensive built-in communications tools. Here are the best Insightly Service alternatives to consider:
 |  |  | |
Best For | Best all-in-one customer service management solutions, including a help desk, live chat, email, and ticketing | Best customer service software with AI capabilities | Best customer service software with VoIP technology |
Starting Price | Offers a free plan; paid plans start at $15 per user, per month | Offers a free plan; paid plans start at $14 per user, per month | Offers a free plan; paid plans start at $63 per month (includes two user seats) |
What Users Say in Insightly Service Reviews
As it is a brand-new offering, as of this writing there were no Insightly Service reviews available online from customers. However, you can read our comprehensive review of Insightly CRM to find out what users say about the provider overall or regarding the CRM software specifically.
Bottom Line
Insightly Service is new customer service software from Insightly that provides a ticketing system to manage and resolve customer issues. In addition, it has useful tools for tracking agent performance against key performance indicators (KPIs) and identifying common customer issues in order to develop self-help resources or address issues in bulk. Built using the Insightly software ecosystem interface, it’s simple and easy to navigate.
For small businesses that need a basic but reliable tool to track customer cases, Insightly Service is a great choice. However, if you need a system with omnichannel capability, it’s worth checking out other providers in our best customer service software guide.
