Mollify
Mollify is an open-source customer service software that provides help desk features for managing customer support tickets. It offers multi-channel communication with customers, SLA management, knowledge base, community forums, and reporting.
help-desk
ticketing
knowledge-base
sla-management
customer-support
Mollify: Open-Source Customer Service Software
Mollify provides help desk features for managing customer support tickets with multi-channel communication, SLA management, knowledge base, community forums, and reporting.
What is Mollify?
Mollify is an open-source customer service and help desk software that allows businesses to manage customer support interactions across multiple channels. It provides a ticketing system for tracking, prioritizing, and resolving customer support inquiries.
Key features of Mollify include:
- Multi-channel support across email, live chat, social media, self-service knowledge base
- Ticket management with custom fields, priorities, response time SLAs, assignment rules
- Customer self-service portal and knowledge base to reduce support requests
- Community forums for customers to interact with each other
- Agent collision avoidance and background jobs
- Reporting and analytics on tickets, customer satisfaction, agent performance
- REST API and integration support
- Multi-brand support and white labeling
- Role-based access control for agents and admins
Mollify is free and open source software released under the MIT license. It is developed using Ruby on Rails and can be hosted on-premise or in the cloud. As an open alternative to proprietary help desk tools, it provides SMEs with a flexible and customizable customer service platform.
Mollify Features
Features
- Multi-channel customer communication (email, social media, live chat, etc)
- Ticketing system for managing customer support requests
- SLA management and ticket prioritization
- Knowledge base for self-service
- Community forums
- Reporting and analytics
Pricing
- Open Source
Pros
Open source and free
Good basic feature set for small teams
Easy to set up and use
Customizable and integrates with other tools
Cons
Lacks some advanced features of paid tools
Limited native mobile app capabilities
Can be difficult to scale to large teams
Dependent on community for fixes and updates
Official Links
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