Commslayer ‑ Helpdesk & Chat

Dec. 4, 2025

Not the product I was hoping for (and other reviews suggest). The dev team basically focuses 100% on "AI" features, when there is so many basic help desk features missing and not implemented yet, it's almost impossible to use efficiently on larger volumes of tickets. Basic missing features: 1. No native way to show your own tickets where the customer is waiting for a response (rather than we are waiting a response from them). There is no built in filter, status or flag that shows this. Makes it hard to priorities responses. We ended up creating an automation with tags to semi work around this but still really not ideal. A basic status field could resolve this. Without this, it's extremely easy to miss tickets that have been replied to. 2. No way to delete tickets at all, you can only mark as resolved which then affects stats, reports etc. If you get hit with an influx of spam emails you just want to delete, this can affect reporting. 3. No native way to submit a ticket through a portal and form, has to be done via email, Shopify, chat etc 4. Filters are very limited Now there is some good stuff for sure: 1. Having access to order data right there in the ticket is extremely useful 2. Sometimes the AI has a good response 3. The UI is fairly decent and easy too use 4. Being able to give the AI example emails of good responses is great But there is also some bugs/quirks/issues: 1. One of the most annoying is when you open a ticket that needs a very short reply and the AI starts thinking but you know you can have completed the response before it's finished thinking so you click the reply box and starts typing and it auto resolves the conversation because you hit the R key. Then you have to spend time going in to resolved, finding it and restoring it because there is no undo button. Now part of this is user error, as it wants you to hit the "S" key to stop AI thinking, however the hotkey of "R" to resolve is not a good choice and it's also not configurable. 2. If you are in a view that is filtered by tags and you update a ticket where an automation removes the tag, it won't automatically remove it from your view. You have to go to a different view and then back to the original one for it to disappear. 3. Browser tab can use excessive memory when open for longer periods of time, have observed one tab using 8GB before. 4. Team isn't really open to feedback or changes at all it seems. When I first read about Commslayer, my impression from reading their pitch was a fast moving team with continuous product update, improvements and responsive team which hasn't been the case. When I first started using it, I had to send them an email to allow me to setup an email inbox (I have zero clue why this is restricted), took several days of waiting just for that. Then I submitted feedback about the missing feature number 1 above, almost 2 months ago now. That feedback is still "Waiting for admin approval" to this day, while others have been approved more recently. I can only assume the team isn't really open to feedback that are not AI suggestions. 5. Documentation is very very limited. 6. Attachments often get stripped from tickets with no indication it existed. The only way you know is if the customer said "please see attached", then you have to go and manually find the email to see the attachment. I've been using it for around 2 months now as a trial before moving our full system over but with the lack of focus on anything that isn't AI, it's not going to be possible for us currently.