FocalScope 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

FocalScope

5.0

(28)

Pricing

Starting at $9.00 per month

About FocalScope

FocalScope is a cloud-based help desk solution suitable for companies of any size. Key features include email ticketing, survey management and a live chat tool.

With FocalScope’s email ticketing module, a ticket number is assigned to each incoming email. This ticket number allows users to track email history through a ticket history log, which includes who read what email and what action they took after doing so. Users can assign tickets to employees, and tickets can be re-assigned at any point.

FocalScope lets users create email response templates and set up automated responses. When tickets come in, they are automatically assigned to a staff member’s queue, and maximum limits can be set on queues to avoid overloading any one employee.

This software also includes a live chat feature. Users are able to engage in multiple live chat sessions at once. When customers request live chats after business hours, a log of that request is created so that users can follow up with customers later.

FocalScope is available on a per user per month basis. It services all industries and is platform-agnostic. Mobile apps for Android and iOS are available.

FocalScope Screenshots

FocalScope Pricing and Plans

Starting price: $9.00 per month

Free Trial

Free Version

Basic

$9.00

per user, per month

No plan information available

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FocalScope Features

Popular features found in Help Desk
Access Controls/Permissions
Activity Dashboard
Alerts/Escalation
Automated Routing
Collaboration Tools
Macros/Templated Responses
Multi-Channel Communication
Real-Time Notifications
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Workflow Management
More features of FocalScope
Activity Tracking
AI Copilot
API
Automated Responses
Automatic Call Distribution
Autoresponders
Blended Call Center
Calendar Management
Callback Scheduling
Call Center Management
Caller ID
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Tracking
Call Transfer
Campaign Management
Canned Responses
Chatbot
Chat/Messaging
Computer Telephony Integration
Contact Database
Contact Management
Customer Database
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Document Storage
Drag & Drop
Email Management
Email Templates
File Management
File Sharing
Geotargeting
Help Desk Management
Inbound Call Center
Inbox Management
Interaction Tracking
IT Asset Management
IVR
Knowledge Base Management
Live Chat
Manual Dialer
Mobile Access
Mobile App
Monitoring
Offline Form
Outbound Call Center
Performance Management
Performance Metrics
Predictive Dialer
Prioritization
Proactive Chat
Progressive Dialer
Queue Management
Real-Time Analytics
Real-Time Chat
Real-time Consumer-facing Chat
Real-Time Monitoring
Reporting & Statistics
Screen Sharing
Search/Filter
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Third-Party Integrations
Ticket Management
Transcripts/Chat History
Transfers/Routing
Voice Mail

FocalScope Integrations

Shopify

SugarCRM

FocalScope User Reviews

Overall Rating

5.0

Ratings Breakdown

100%

Secondary Ratings

Ease of Use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

Frank M.

Verified reviewer

E-Learning

2-10 employees

Used daily for less than 6 months

Review source

Reviewed April 2023

FocalScope makes everything much easier, saving time as well as ensuring consistency

I guess most of us have experienced working with Outlook / Exchange handling large amounts of mails from customers, prospects, affiliate partners, suppliers, etc. with long email threads, several employees involved, and over time the mails just accumulate in many folders. With FocalScope it was so easy to just get started ingesting our existing large amount of mails, immediately save time and have our tickets/emails handled in a more consistent way.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

So easy to get started with FocalScope and so many useful features, like:Automated handling of tickets assignment, presentation, placement in folders, etc.Multiple definitions for working hours, SLA levels with actions such as colour highlighting categorisation, assignment to employees.Great internal chat and note taking features to collaborate on tickets.With the integration of WhatsApp and phonecalls and chat's from one's own website all the channels of communication can just be handled in FocalScope.

Cons:

I did not really see any cons, perhaps because we were used to just use Outlook/Exchange and FocalScope just stepped in with all features that was lacking and which we needed.

Reasons for choosing FocalScope

SalesForce is certainly a full-fledged product. However, it also comes at a very high price point. I feel that that FocalScope has the powerful features we need at a much more reasonable price, and there are even functions such as the advanced reporting and dashboards that we are only starting to dip into.

Ismadi I.

Telecommunications

1001-5000 employees

Used daily for less than 2 years

Review source

Reviewed May 2018

Fantastic support software from FocalScope for contact center requirements (email and phone channel)

Increased productivity . Better customer service engagement. Real-time reports and dashboards.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

FocalScope offer you to access the software as a web based system or you can install the FocalScope desktop client version. The interface is smooth and very easy for staff to navigate. Email tickets can be easily shared by the agents and it is easy for staff to view customer interaction across the channels. FocalScope increases productivity dramatically. The learning curve to use FocalScope is almost nothing. It is that easy. Reporting is very nice and every super user can make their own reports. They can then easily put them on their dashboard. The reporting features are rich and easy to personalize. Best of all the reports can all be scheduled and sent to your email inbox in Excel format automatically. For the call center features I really like the fact that we can monitor the campaigns first hand and perform quality checks in real time. We can drill down on individual call recording sessions for review and quality assurance. All in all FocalScope give us a superb platform to manage phone conversations as well as emails.

Cons:

Nothing bad to say so far. We really enjoy the application and we highly recommend the FocalScope system for any contact center requirements.

Morten S.

Verified reviewer

Retail

5001-10000 employees

Used daily for less than 12 months

Review source

Reviewed May 2019

FocalScope Call Center and Ticket System is AWESOME

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

What I really like about the FocalScope software system allow us to manage all our customer communication channels within one application. FocalScope enable us to setup channels for: - Telephony ( call center) - Email - Live Chat - 2-way-sms - Facebook The most important channel for us is telephony. What I really like about the FocalScope Call Center system is that I can manage our customer service team and all our +60+ retail outlets from within the same single software system. It is very easy to setup: - Call flows - IVR - Operating hours - Phone queues - Agent pop up window to add text comments to the call - Greetings and waiting music I like the fact that the system gives us a full call log and option to record all phone conversations. The wall boards and reporting makes it easy for us to monitor the performance and our service levels. The email ticketing is very straight forward to use and also give us service levels, reporting and wall boards. Live chat works the same way but in real time located on our websites. The support team at FocalScope is super friendly and always very fast to help us with any inquiry.

Cons:

I highly recommend the FocalScope system. Thumbs up.

arvid K.

Verified reviewer

Internet

11-50 employees

Used daily for less than 2 years

Review source

Reviewed May 2019

User friendly interface that is easy to navigate

FocalScope is helping us to make our operation more efficient.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

FocalScope offers a user friendly interface that is easy to navigate and customise to suit your needs. It also provides data on SLAs which is very useful in determining whether we as a company are meeting our agreed upon turnaround to our customers. With the live chat function, we feel there is the added human touch where our customers can easily get in touch with our staff to address their needs. The ticket numbers allocated for every correspondence makes follow up with our customers a breeze and is able to streamline our cases when we need to search for an email. We would recommend FocalScope to the small and big businesses, alike, as it makes managing communication with customers alot easier which results in quick resolution.

Cons:

We found a few smaller issues with the software, but FocalScope was very quick to resolve.

Mario V.

Leisure, Travel & Tourism

1001-5000 employees

Used daily for less than 2 years

Review source

Reviewed February 2019

We are BIG FAN of FocalScope email ticketing system

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

We are big fan of FocalScope and it is very easy for our staff to adapt to the system. The user interface is easy to navigate and is kind of similar to Microsoft Outlook. FocalScope system keeps track of the shared email communication with our customers in email threads and each tread also get ticket id and agent responsible. FocalScope also allow us to classify each ticket as open, on hold or closed. We keep expanding using this tool in new teams and departments. The FocalScope system helps us to measure and keep track of our customer email response time and also track our SLA. The FocalScope reporting and dashboards is very easy to configure and modify to suit our requirements. We highly recommend this software to any organization that value good customer service.

Cons:

So far all good and we only experienced some minor issue that was all fixed promptly.

Kenneth K.

Information Services

2-10 employees

Used daily for more than 2 years

Review source

Reviewed October 2017

Brilliant email management system from FocalScope. As easy to use as Outlook.

More productive team. Fast response time on emails. Track SLA for email handling. The system is superb and FocalScope support team is very helpful.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I have worked with the FocalScope system for years in my previous role. I know the system very well and it is truly amazing. It is so simple and flexible to use. It is a very fast application which is a very big selling point. Our staff enjoys using the system because it is super fast and the user-interface is similar to Outlook. It is easy for us to on board new staff to the system as well because the UI is similar to Outlook. I highly recommend this software tool to any company that is serious about customer service and efficient email management.

Rasmus E.

Used daily for less than 6 months

Review source

Reviewed November 2017

FocalScope is a great email tool to handle shared email accounts

Better teamwork and more transparent overview of all our shared email boxes.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Focalscope is an easy to use email ticket system. Emails are provided with tracking numbers and it is especially useful to the user to locate their email when it involves many parties. I reviewed a few other helpdesk solutions, but I am very pleased that we selected FocalScope. I like the fact that the FocalScope system is kind of similar to the Microsoft Outlook so it is piece of cake for our staff to adapt to the new system. The entire solution is built on Microsoft SQL database and that is a big advantage for us in terms of consolidating reporting data from multiple software applications. A key decision factors for selecting Focalscope over other helpdesk tools: FocalScope is a very fast application and super user friendly. In addition to that, the FocalScope live chat function (that is included in the license) is a great tool to have on our website. It allows customers to easily contact the company for an almost immediate response for general enquiries compared to sending in an email. It also means that new clients can take that first step to getting to know more about our products, alot easier. I highly recommend Focalscope for any company with high volume of email traffic.

Jonny H.

Leisure, Travel & Tourism

201-500 employees

Used daily for less than 12 months

Review source

Reviewed January 2019

The best email ticketing system for travel companies

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

We have tried a few ticketing systems before we finally signed up with FocalScope. We got the FocalScope system recommended in our network and the system is by far the best system we have experienced for our business: travel. Once you get the idea of the FocalScope software it is really easy to setup and configure. The system allows us to handle multiple clients all with different SLAs in the same platform. FocalScope allow us to create virtual folders as well – so it is easy to view the open tickets and on hold tickets in whatever consolidated form we like. It was easy for the team to get familiar with the tool. The dashboards are easy to setup and customize. All in all the system is great and the FocalScope team is very helpful and quickly answers our support questions.

Cons:

The FocalScope is really great and so far we have not had any significant issues with the tool.

Anil D.

Used daily for less than 2 years

Review source

Reviewed January 2018

FocalScope has been a blessing

We can provide better service to our customers. We are more productive. We can measure and track staff performance.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I like the fact the FocalScope offer an end-to end solution for email tickets, live chat and telephony in a single software package. The implementation of the entire system was done smoothly and it was very easy for our staff to adapt to the new system. I truly love the feature where we can convert an inbound phone call to a follow up ticket. The FocalScope has built-in detailed logs so easy to trace all ticket activities for email, live chat and telephony. The reports and dashboards are easy to understand and work with. I highly recommend this tool for any business that is looking for a ticket system.

Thomas R.

Used daily for more than 2 years

Review source

Reviewed October 2017

I highly recommend FocalScope email ticket software. Easy to use and very reliable.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

FocalScope is great ticket tool for customer service and support. It has great search functionality and it is easy to lookup the customer email and live chat history inside the application. I like the fact that the user experience is kind of similar to Outlook so we easily can get new staff up to speed with the system. I truly believe that FocalScope is one of the best ticket systems in the market. The 30 days free trial on the website makes it easy to evaluate the system.

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