Insightly Service
Help desk software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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$29 per user per month
Free Trial
Free version unavailable
Small
Medium
Large
- Real estate and property management
- Professional services (engineering, legal, consulting, etc.)
- Construction
What is Insightly Service
Insightly Service is a cloud-based help desk application used to manage customer support requests through tickets, workflows, and service-level tracking. It targets small to mid-sized teams that want a service desk tightly connected to customer and project data in the broader Insightly platform. The product emphasizes configurable ticket forms, routing/automation, and a customer-facing portal/knowledge base to deflect and track issues. It is typically deployed alongside Insightly CRM and Insightly Marketing for shared contact and account context.
Native linkage to CRM data
Insightly Service connects tickets to contacts, organizations, and related records in the Insightly ecosystem. This reduces duplicate data entry and helps agents see customer context while working cases. For organizations already using Insightly CRM, the shared data model can simplify administration compared with running separate systems. It also supports cross-team visibility between sales, projects, and support when those modules are in use.
Configurable ticket workflows
The product supports configurable ticket fields, statuses, assignment rules, and automation to route and manage cases. Teams can standardize intake with forms and apply rules for prioritization and escalation. SLA-related configuration helps track response and resolution expectations. These capabilities cover common help desk needs without requiring a separate workflow platform.
Self-service portal and knowledge
Insightly Service includes customer-facing self-service features such as a portal and knowledge base content to support issue deflection. This enables end users to submit and track requests and find answers without contacting an agent. For smaller support organizations, having ticketing and knowledge in one product can reduce tool sprawl. Reporting on ticket volumes and categories can also inform knowledge base improvements.
Best fit within Insightly suite
Organizations not using other Insightly products may get less value from the tight CRM and platform integration. Some capabilities assume shared objects and administration patterns across the Insightly suite. If a company needs a standalone help desk with broad third-party ecosystem depth, it may require additional integration work. This can affect time-to-value for teams starting from scratch.
Limited enterprise service management depth
Insightly Service is oriented toward customer support ticketing rather than full IT service management or complex enterprise service workflows. Advanced capabilities such as deep asset/CMDB management, sophisticated change/problem management, or highly granular role segregation may require other tooling. Larger organizations with strict governance requirements may find gaps. The product is typically better aligned to SMB and mid-market service teams.
Integration and customization tradeoffs
While the platform supports configuration and integrations, highly specialized processes can require custom development or middleware. Teams with complex omnichannel requirements (for example, deep telephony/CTI, workforce management, or advanced QA) may need additional systems. Reporting and analytics may be sufficient for operational dashboards but may not replace a dedicated BI stack for complex analysis. These tradeoffs are common when consolidating service functions into a broader business platform.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Plus | $29 per user/month (billed annually) | Service-focused entry tier. Includes 2 Insightly Service agents, file storage 10GB, record limit 100,000, shared macros 25,000 rows, basic SLAs/schedules/queues; Free 14-day trial. Additional service agents: $29/user/month. |
| Professional | $49 per user/month (billed annually) | Mid-tier with workflow automation, dashboards/reporting, increased limits: 5 Service agents included, file storage 100GB, record limit 250,000, shared macros 50,000 rows, unlimited SLAs/schedules; Free 14-day trial. Additional service agents: $49/user/month. |
| Enterprise | $99 per user/month (billed annually) | Enterprise tier with advanced/admin features. Includes 10 Service agents, file storage 250GB, record limit 500,000, advanced capabilities (custom objects, field-level security, SAML/SCIM available), audit log retention and enterprise controls; contact sales for some enterprise options. Additional service agents: $99/user/month. |
Seller details
Insightly, Inc.
San Francisco, CA, USA
2009
Private
https://www.insightly.com/
https://x.com/insightly
https://www.linkedin.com/company/insightly/
