Challenge
Proposify’s lean support team was spending its best hours on its most repetitive tickets, on a platform that charged for everyone who wanted to look.
Monthly volume ran from the hundreds into the thousands, much of it the same product how-tos asked over and over. Every routine question was time taken from the strategic, judgment-heavy conversations that needed a human. Their two distinct products with two separate knowledge bases made automation genuinely hard, a near-purchase of Zendesk stalled because nothing they tried could serve accurate answers from the right knowledge base without constant human routing.
Seat-based pricing compounded the pain: the CS managers and account owners who wanted visibility into support conversations each meant another license, so the people who most needed context were the ones locked out of it.
“Two products, two knowledge bases, and every tool wanted to mash them into one. On top of that, Zendesk charged us for every person who just wanted to read a ticket. We needed leverage on routine questions and visibility for the whole team, for less than we were paying.”
Proposify needed a complete platform that understood which product a customer was asking about and gave the whole company visibility for less than the incumbent charged.
Solution
Proposify replaced Zendesk with Helply’s full platform across both products.
The Support Agent handled first contact, identified which product a conversation was about, and pulled answers from the correct knowledge base automatically, resolving routine how-tos on the spot and handing off cleanly when a question needed a person. It took the deeper product tickets end to end as well, investigating across both knowledge bases and customer history. It was trained on Proposify’s real conversations, so answers matched the team’s voice.
Setup was deliberately simple: a support team member configured the platform and connected Salesforce and HubSpot in days, without engineering, and actions in those systems came included rather than billed separately. For less than the old per-seat Zendesk plan cost, every CS manager, account owner, and product lead finally got full visibility into support.
“The two-knowledge-base problem that broke every other tool just worked, it routed to the right product on its own. And I set it up myself, no engineering ticket. Now my whole team can see support conversations without me buying a license for each of them.”
Proposify joined Helply’s first migration cohort, moving fully off Zendesk on founding terms.
Results
Proposify offloaded a third of its ticket volume, gave the whole company visibility, and protected its team’s time for the conversations that close deals.
The agents resolved 52% of inbound conversations end to end across both products, and total ticket volume fell 34%, roughly 220 fewer tickets a month reaching humans. CSAT held steady through the Zendesk migration, and moving to Helply meant Sales, CS, and product all gained visibility that used to sit behind expensive per-seat licenses.
Platform highlights
- Zendesk replaced entirely across two products and two knowledge bases
- 52% of conversations resolved end-to-end; 34% drop in ticket volume (~220/month)
- Whole-company support visibility for less than the per-seat Zendesk plan
- Salesforce and HubSpot actions included, not billed separately
- Deployed by support staff with zero engineering time
With routine volume automated, the team refocused on the strategic conversations that require human judgment, onboarding larger accounts and helping revenue teams get more from the platform. The support leader described it less as a new tool and more as the end of constant firefighting.
“I haven’t had a single panic moment since we switched. The routine stuff resolves itself correctly in the background, my whole team can see what’s happening, and we’re not paying by the seat to give them that. It’s a completely different way to run support.”
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