If you have customers, you need Firehose.
Customers will try and contact you through E-mail, Twitter and Facebook. Trying to manage all these communications, especially when working on a team, can be hazardous at best. Firehose brings all the ways customers contact you into one place.
+ Add E-mail, Twitter, Facebook accounts to begin pulling in customer conversations.
+ Add multiple agents so you can work as a team answering support requests.
+ See information about the customer right at the top of the conversation.
+ "Dibs" indicate when another agent is currently answering a customer to avoid answering the same customer twice.
+ Flag agents to make them responsible for a customer's request.
+ Tag interactions.
+ Canned replies help you answer common inquiries quickly.
+ Write notes to other agents about interactions.
+ Agents can belong to multiple teams. This allows you to offer support for multiple companies.
+ Powerful searching.
- iPod Touch