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HelpSpot

Score2 out of 10

7 Reviews and Ratings

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What is HelpSpot?

HelpSpot is an affordable, web-based help desk system. It is available as a SaaS product or can be hosted by the customer behind a firewall. Pricing is by named user.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features HelpSpot has to offer, as determined by TrustRadius' reviewers.
Based on 7 ratings of HelpSpot's features
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Top Performing Features

  • Organize and prioritize service tickets

    Prioritize tickets to ensure most urgent are tackled first

    Category average: 8.6

  • Ticket creation and submission

    Users and agents can easily enter new support requests.

    Category average: 9.1

  • Ticket response

    Agents can easily follow up with customers.

    Category average: 8.8

Areas for Improvement

  • Internal knowledge base

    Internal knowledge base helps agents answer customers' support questions.

    Category average: 8.1

  • Email support

    Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

    Category average: 8.8

Reviews

What users are saying about HelpSpot.
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HelpSpot Spotlight

Incentivized
Kenneth Harrington-ColonView profile
Internal Systems Specialist in Information Technology at Creative Business Resources (CBR) (11-50 employees employees)

Pros

  • Custom categories and sub-categories for easy reporting
  • Include other team-members in responses with a single click
  • Workflow rules that enable automatic-email notifications and ticket escalation

Cons

  • The mobile app is a little cumbersome to use
  • Workload reporting could be more robust
  • Integration into other applications (like Office365)

Return on Investment

  • Improved ticket response time
  • Workload reporting to upper management
  • Ticket category reporting to identify training opportunities

Other Software Used

Microsoft Office 365, bpm'online, Mitel Applications Suite

HelpSpot is a Great Great Choice for Ticket Management!

Njon Weinroth
Senior HR Coordinator (contract) in Human Resources at Dolby Laboratories (1001-5000 employees employees)

Pros

  • HelpSpot allows easy change of ownership of tickets.
  • It's simple, albeit a little dated UI allows users to navigate relatively easily.
  • It's search functions are easy to navigate and historical information is not difficult to access.

Cons

  • The UI is a little dated but to be fair, shows most of the pertinent information at a glance on a well designed dashboard.
  • The UI can also be buggy at times with controls appearing in strange places. These glitches are usually corrected within a reasonable amount of time.

Return on Investment

  • Reviewing HelpSpot in group meetings makes for easy, on-the-fly modifications and communications.
  • Having the ticket reopen due to any customer response seemed cumbersome at first but in the big picture, saved a lot of time becoming reacquainted with the issue.

HelpSpot all the Way!

Incentivized
Verified User
Former Employee in Customer Service (10,001+ employees employees)

Pros

  • HelpSpot was great for organization. Having different queues allowed each of my team members to organize their conversations with the customer and quickly retrieve the history of the ticket.
  • HelpSpot is a fairly simple tool that has a friendly user interface. With it's more modern look, it made it easier for me personally to navigate and train team members on how to use it successfully.
  • HelpSpot allowed our team to view the responses section, which allowed our team to cut down on the time we spent responding to a ticket.

Cons

  • HelpSpot could use some improvement in the verbiage it provides for it's users. Words such as "closed" or "submitted" did not resonate with some of my team members who were not as familiar with the technology. It made it difficult for them to see the bridge between "submitted" and "send" among other similar language.
  • HelpSpot would be much more user friendly if the user could have folders within their queue to organize different emails that may need to remain in the queue for a longer period of time. There were times when we had to leave a ticket open and it would float around all of the other open tickets in the queue, which could sometimes cause confusion.
  • HelpSpot could benefit from having more thorough training sessions for it's users. Our team went through a training session with our tech team, which left many of our team members feeling overwhelmed. HelpSpot needs to be sure to go through some of the basics before it dives into all of it's capabilities.

Return on Investment

  • HelpSpot allowed us to cut down on the amount of time we spent on each email, freeing up our time to complete other activities.
  • HelpSpot greatly increased the quality of our customer service. By using the response tool, we were able to quickly paste a response with the necessary information and then edit it to cater to the customer's personal needs.
  • HelpSpot changed the attitudes of the team members. It was certainly a change for our team, and a hurdle at times, but the team was able to successfully complete training and accomplish their goals with HelpSpot. This changed the way the team viewed their abilities in a positive way.

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