The second product Smalltown Design is currently evaluating is Freshdesk. Freshdesk is built as an Online Customer Service solution, focused primarily on IT support and General Customer Support.
Smalltown has taken advantage of custom options built into Freshdesk to provide larger volume customers the online ability to request new projects, monitor project progress, and produce productivity reports.
Once a client request is placed, Smalltown connects directly with the requester through an ongoing online chat, providing convenience and a centralized project management point (no looking for random emails!).