# Discourse for helpdesk use cases?

**URL:** https://meta.discourse.org/t/discourse-for-helpdesk-use-cases/40711
**Category:** Feature
**Created:** [March 8, 2016, 12:59am UTC](https://meta.discourse.org/t/discourse-for-helpdesk-use-cases/40711 "2016-03-08T00:59:44Z")
**Posts on this page:** 1
**Showing post:** 4

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### Author: ![erlend\_sh](https://sea3.discourse-cdn.com/meta/user_avatar/meta.discourse.org/erlend_sh/32/119475_2.png) [@erlend\_sh](https://meta.discourse.org/u/erlend_sh)
#### Post date: [March 8, 2016, 11:50am UTC](https://meta.discourse.org/t/discourse-for-helpdesk-use-cases/40711/4 "2016-03-08T11:50:33Z")

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The most important numbers are:

1. Your support traffic: How many new mails a day?
2. Your support staff: How many people are answering mails?

Slight digression here, since you’re asking about Discourse co-existing with other helpdesk solutions, but: If you’re looking at ~10 mails (new exchanges, not replies) a day and 2-3 people checking in part-time, you’d be perfectly well off with [Discourse’s inbuilt support features](https://meta.discourse.org/t/discourse-as-a-private-email-support-portal/34444). I’ve managed a couple different helpdesks, and at moderate traffic volumes they’re all completely interchangeable; it’s just a shared inbox.

Getting back on the main topic, @jesselperry set up an example of a simple [integration between Discourse and Intercom](https://meta.discourse.org/t/intercom-io-weirdness-on-mobile-safari/38389).

We also touched a bit on this in my [Coinbase interview](http://blog.discourse.org/2016/01/how-coinbase-uses-discourse-to-educate-customers-and-improve-seo/) with @john_mardlin.

p.s. Did you check out [getbrimir.com](https://getbrimir.com/)? I haven’t tested it myself, but it’s another very promising open source helpdesk.

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