ReadWriteEnterprise

As new firms enter the Web-based help desk services arena, we are seeing a blurring of lines between the traditional service desk products and the breed of public online Q&A types of services. Particularly as these tools adopt connections to social media, it is getting harder to tell whether these are two separate categories anymore, as IT becomes consumerized and as self-service style apps become more popular and capable.

Assistly, a social CRM and help desk software-as-a-service, announced version 2.0 of its product this week, including a new freemium pricing model. Your first Assistly user is now free, with no limitations. It costs $1 an hour for additional part-time agents or $49 a month for each full-time agent with unlimited usage.

Besides the pricing change, Assistly's admin panel and reporting features got a facelift.