Map demand and service promises
Record channels, ticket volume, hours, languages, priority rules, SLA commitments and escalation paths. Separate questions suitable for self-service from cases needing judgment.
The same product can fit a ten-person email team and fail a complex regulated operation.
Shortlist by service model
Help Scout emphasizes a shared-inbox experience; Freshdesk offers broad help-desk functions; Intercom fits in-product messaging; Gorgias focuses on commerce; Zendesk supports complex operations.
Use this as a starting hypothesis, then test the exact plan and workflow.
Run a difficult ticket
Create a case requiring customer context, internal collaboration, transfer, approval, escalation and follow-up. Inspect the customer-visible result and audit trail.
Test a duplicate and an automation mistake. Count agent steps and information the customer must repeat.
Model the whole bill
Include agent seats, messaging, bots, AI resolutions, telephony, knowledge, reporting and premium support.
Export tickets, contacts, articles and attachments and inventory macros, triggers and integrations before selection.