# FocalScope Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about FocalScope Software - reviews, pricing plans, popular comparisons to other Help Desk products and more. Source: https://www.capterra.com/p/127118/FocalScope --- # FocalScope Software Review 2026: Features, Integrations, Pros & Cons Last updated on March 13, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. Independent research methodology Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/) [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) FocalScope ## What is FocalScope? Web-based live chat and ticketing help desk solution which supports its users to manage large amounts of emails & provide high quality customer service. Trusted by companies such as Radisson, American Express and DHL to reduce response times and bring their customer support to the next level. Option to deploy as an inhouse server installation based on Microsoft SQL. Multi-channel support with SLA, dashboards and reporting. 24/7 global support. Try for free. ## What is FocalScope used for? [Help Desk](https://www.capterra.com/help-desk-software/)[IT Ticketing Systems](https://www.capterra.com/it-ticketing-systems-software/)[Customer Service](https://www.capterra.com/customer-service-software/) Top alternative Featured Overall rating Based on 28 user reviews Reviews sentiment Positive 100% Neutral 0% Negative 0% Starting price $9 Per User, Per Month Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for FocalScope?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.focalscope.com&name=FocalScope) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### FocalScope 5.0 (28) VS. [4.2 (1,303)](https://www.capterra.com/p/135618/Odoo/reviews/) Starting Price $9 Per User, Per Month Starting Price $31.1 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 5.0 (28) Ease Of Use 4.0 (1,291) Value For Money 5.0 (19) Value For Money 4.1 (1,167) Customer Service 5.0 (28) Customer Service 3.9 (1,156) ## FocalScope alternatives [4.4 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $39.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.5 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.2 (989)](https://www.capterra.com/p/113540/Bitrix24/reviews/) Starting price $69.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 82% of reviewers rated it above 4 stars Highest Rated [4.6 (92)](https://www.capterra.com/p/83211/HappyFox/reviews/) Starting price $24.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 96% of reviewers rated it above 4 stars ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. Alerts/Escalation 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request Help Desk Management 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Managing service requests, incidents, IT issues & support with a ticketing system Real-Time Notifications 5.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important Notifications that are delivered to users as soon as an event occurs Reporting/Analytics 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Support Ticket Management 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Support Ticket Tracking 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Track the status of support tickets/escalations as they move through the service queue FocalScope 90 features Define levels of authorization for access to specific files or systems Dashboard to view the status of ongoing processes, identify current incidents and track past activities Track and document all activities across devices, networks, and other systems A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users System alerts about the need to escalate an issue or request Application programming interface that allows for integration with other systems/databases Automatic reply functionality for incoming messages Tickets are automatically assigned to specific agents based on predefined rules Distribute/route/connect calls Create and automatically send premade copy in response to customer messages A call center that both makes and receives calls Track and manage schedules and meetings via an integrated calendar Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Collects essential call data such as call origin, call destination, call length, and other transaction details Listen to live phone conversations for the purpose of training and assessing agent performance Record the audio of phone conversations for quality assurance purposes Track and report on all incoming and outgoing calls Sends voice calls to a specific queue based on predetermined criteria Provide agents with a typical response for common call subject matter Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number Transfers live calls to other agents Schedules callback times Identify the number and contact information of a caller before answering the phone Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Shortcuts for inputting frequently used messages Communicate using direct chat or messages within the system AI-based platform which conducts a conversation via auditory or textual methods Provides a channel for team members to share media files, communicate, and work together Computer-telephony integration is the use of computers to manage telephone calls Centralized database of stakeholders and their contact information such as names, address, phone number etc. Manage, organize, and store contact information A collection of customer information such as contact details, demographics, previous interactions, etc. Add customized logos and colors to align with company branding Customize data fields to support various needs and use cases Customize contracts and forms to collect specific information Alter the layout and content of reports Pre-designed layouts that can be customized to match preferences and requirements Assembly of graphs and charts for visualizing and tracking statistics/metrics Import and export data to and from software applications Store and organize documents in a centralized system Assemble applications and processes by dragging over and arranging pre-built components Manage, store and organize emails within the system or via third-party apps Pre-made examples and templates for emails Create, save, and store files Public or private sharing of digital files such as documents, audio/video, images, and more Geographic location of visitors determines behavior of the software Managing service requests, incidents, IT issues & support with a ticketing system A call center that primarily receives calls, typically customer service focused Organize, prioritize, and manage incoming communications Track interaction history by documenting conversations for contacts Managing inventories and tracking changes to hardware and software configurations Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Ability to chat online in real time Templated responses for responding quickly to recurring support requests Agents choose who to call and when Access software remotely via mobile devices Access the system via a mobile application Observe and track the demand, usage, progress or quality of a system, product, or user Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Form to collect visitor contact information when live chat isn't available A call center that primarily makes calls, typically sales focused Organize and manage the accomplishments and development of employees or performance of applications or systems A set of indicators that tracks the performance of networks, applications, systems, teams, etc. System calls multiple numbers at once and connects the agent to the first number that answers Arrange tasks based on the level of priority or urgency Copy on the page or chat window encouraging the user to engage with the chat option Type of outbound calling system that automatically dials a list of phone numbers and connects agents with answered calls Monitor wait time and abandonment for incoming requests that have not been routed Analyze and gain insights into data in real-time Engage in direct, instant messaging with customers, users, etc. Engage in direct, instant messaging with consumers Active monitoring of systems, applications, or networks Notifications that are delivered to users as soon as an event occurs Collection, analysis, and representation of numerical data and generation of reports to understand various patterns View and track pertinent metrics to find patterns and gain insights from data Digitally share screen view with others Search and filter data across systems to locate required information by entering keywords or certain criteria Online portal through which end users can access the system, manage tasks, or obtain information Set and monitor service level agreements to ensure timely response and resolution Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Allow customers/users to submit support queries and service requests Track the status of support tickets/escalations as they move through the service queue Gauge satisfaction and receive information for improvement and success Set up connections to third-party platforms to improve business processes Track, manage, or resolve user requests and IT incidents/issues View messages sent by both parties during the chat conversation Transfer queries and organize messages between agents Computer-based system that allows users to send and receive voice messages Create, design and manage workflows for repetitive tasks Get Advice We can help you find the software with the features you need. Features 5.0 (19) 5.0 Based on 19 reviews ## Pricing Value for money 5.0 (19) Free Trial Free Version Basic $9.00 Per User,Per Month Value for money 5.0 (19) 5.0 Based on 19 reviews ## Integrations [ WhatsApp](https://www.capterra.com/p/180345/WhatsApp/)[ Shopify](https://www.capterra.com/p/83891/Shopify/)[ SugarCRM](https://www.capterra.com/p/231638/SugarCRM/)[ MyTravelport](https://www.capterra.com/p/188454/Travelport-Fusion/)[ Amadeus](https://www.capterra.com/p/209031/Amadeus-9/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 5.0 (28) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 5.0 (28) 5.0 Based on 28 reviews ## User reviews Overall rating 5.0 Based on 28 reviews Filter by rating 5(28) 4(0) 3(0) 2(0) 1(0) Mentioned topic Sorted by most recent FM Frank M. Co-founder, IT development & operations E-Learning ### "FocalScope makes everything much easier, saving time as well as ensuring consistency" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 April 4, 2023 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. 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. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. SG Susanne G. Owner Retail ### "Excellent system for live chat " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 September 19, 2019 Pros We are a smaller retail company and we also have an online web shop. We are only using the FocalScope online live chat. The Focalscope live chat is very easy to install and configure. The support team from FocalScope is very quick to answer all our questions. The support team even connected to my pc remote to help to change some of the settings in the administration module that I requested. I am very pleased with the FocalScope live chat system. Cons So far we have not had any issues with FocalScope. The support team is very quick to help us for any inquiry. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AK arvid K. Director Internet ### "User friendly interface that is easy to navigate" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 May 28, 2019 FocalScope is helping us to make our operation more efficient. 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. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. MS Morten S. Lead Customer Service Retail ### "FocalScope Call Center and Ticket System is AWESOME" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 May 23, 2019 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. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. TJ Thomas J. Director Machinery ### "Highly recommend FocalScope for live chat and email ticketing system" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 March 22, 2019 Pros We only have good things to say about FocalScope. The system was very easy to implement and it was easy for the organization to adapt to the live chat and email ticketing system. I like the fact that system allow us to engage with our customer efficiently. The reporting and dashboards in the tool are easy to setup and understand. The reports get sent to us automatically from the system so our managers can monitor workload and staff performance. Great software and support from FocalScope. Cons We have nothing bad to say about FocalScope. It has improved our operation. We highly recommend this tool. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. MV Mario V. IT consultant Leisure, Travel & Tourism ### "We are BIG FAN of FocalScope email ticketing system " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 18, 2019 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. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. JH Jonny H. IT Manager Leisure, Travel & Tourism ### "The best email ticketing system for travel companies" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 January 28, 2019 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. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. MM Martin M. Leader Internet ### "FocalScope is a great ticketing software for emails, live chat, facebook and telephony." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 September 21, 2018 The team behind FocalScooe is very helpful and has exceptional fast response time. Pros FocalScope is the go to software in the market for ticketing helpdesk and support software. I really like the fact that FocalScope offers a single multi-channel support system to handle all major communication channels with our customers: - Email - Web chat - Phone calls - Social media The FocalScope system implementation went smooth and the FocalScope team is very fast to help us with any kind of support. I highly recommend FocalScope system to any company looking for great support and customer service application. Cons I only have positive experience with FocalScope. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. LJ Lars J. ServiceChef Machinery ### "FocalScope is the perfect software system for customer support " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 September 17, 2018 Pros FocalScope software is really simple and easy to use. It has helped our service department to get a better overview and enable faster response time to customer inquiries. I like that the weekly traffic and performance report automatically is sent to my email inbox for easy access. The entire solution we have deployed on our own inhouse server. Whenever we need any help or support from FocalScope we get almost instant help. Keep up the good work FocalScope. Cons I have not found any issues or concerns. The FocalScope is very fast to assist us when we need any help. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. DF Danny F. Area Manager ### "Great email ticket system for multi-country operation for online business " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 0/10 June 12, 2018 Pros I really like the fact that FocalScope is very easy to use and kind of similar to Microsoft Outlook user interface. We operate in a multi country customer service setup and FocalScope fully support our requirements. Also, I would like to highlight that FocalScope has built-in live chat functionality that is helping us to engage with our online clients in real time on our websites. The FocalScope solution comes with a native desktop version that works on both PC and Mac. The FocalScope support and implementation team is very easy to work with. FocalScope software has helped us to structure our customer service more efficiently and also enabled us to respond fast to customer inquiries. Thanks to team FocalScope for delivering a ticket great system. Cons We had a smooth implementation of the FocalScope system and everything works perfectly fine. Nothing bad to say about the experience at this stage. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/127118/FocalScope/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider's website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/)