What users are saying about
4 Ratings
4 Ratings
4 Ratings
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Score 9 out of 100
4 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.9 out of 100

Likelihood to Recommend

365Ticketing

I would recommend 365Ticketing to anyone who is finding it difficult in managing customer service tickets and tasks using their legacy software. This is the ultimate solution for all of your ticketing management, respecting deadlines and being on top of your deliverables. It is highly versatile and effective in helping you keep tabs on everything from a management perspective as well. 365Ticketing might be less appropriate when you are working internally among your team with fewer client communications - where you want a effective document store and the ability to reference / design and build out flow charts, tech stack diagrams etc. for your typical software / web application development.
Darshil Shah | TrustRadius Reviewer

HelpSpot

HelpSpot is well suited for streamlining support ticketing within the organization. By providing a single point of contact to email for support, we were able to increase response time and case resolution by approximately 30% through the increased efficiency of ticket routing via workflows and the ability for IT support staff to grab tickets from the queue instead of having them pile up in a mailbox that contains other emails as well.
Kenneth Harrington-Colon | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

365Ticketing
8.0
HelpSpot
9.0
Organize and prioritize service tickets
365Ticketing
7.0
HelpSpot
9.0
Expert directory
365Ticketing
8.0
HelpSpot
ITSM collaboration and documentation
365Ticketing
8.0
HelpSpot
Ticket creation and submission
365Ticketing
8.0
HelpSpot
9.0
Ticket response
365Ticketing
9.0
HelpSpot
9.0

Self Help Community

365Ticketing
9.0
HelpSpot
9.0
Internal knowledge base
365Ticketing
9.0
HelpSpot
9.0

Multi-Channel Help

365Ticketing
9.0
HelpSpot
9.0
Email support
365Ticketing
9.0
HelpSpot
9.0

Pros

365Ticketing

  • It helps in respecting deadlines of the client by effectively managing the tasks as per their priority and due date.
  • Resolves difficulty in effective organization of a zillion tickets that we usually receive for system upgradation.
  • Helps our team be productive and focus on what is important i.e. working on client tasks.
  • Easy to use and scalable.
  • Effective in measuring the utilization and productivity of the team.
Darshil Shah | TrustRadius Reviewer

HelpSpot

  • 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.
Anonymous | TrustRadius Reviewer

Cons

365Ticketing

  • User Interface can be designed [to be] a little more intuitive
  • Personalization can be used to help user focus on the tasks they are proficient in, e.g. letting the network admin know what pending and unassigned tickets are related to their field when they are almost caught up with their existing work.
  • Effective timeline management feature can be added to make the tool more comprehensive.
Darshil Shah | TrustRadius Reviewer

HelpSpot

  • 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.
Njon Weinroth | TrustRadius Reviewer

Likelihood to Renew

365Ticketing

No score
No answers yet
No answers on this topic

HelpSpot

HelpSpot 2.3
Based on 2 answers
My current job does not use this platform as it is not necessary for my job function.
Anonymous | TrustRadius Reviewer

Alternatives Considered

365Ticketing

The 365Ticketing tool seems to be a good option for us compared to alternatives that we have used up till now - primarily because it has the right number of features that are required for effective ticket management, not too many to overwhelm our platform admin and team and not too few where we would have do most of the organizational tasks. It has got everything you would need for collaborating with your customer effectively and be always on top of your game in helping your clients with all they need.
Darshil Shah | TrustRadius Reviewer

HelpSpot

HelpSpot appears to be more of an old-school product but much of the recent technology is running under the surface. It has much of the compexity and customization available with Jira in tandem with the easy communications interface, not unlike Zendesk ,and some of the potential archival intelligence (in the works) of Fogbugz
Njon Weinroth | TrustRadius Reviewer

Return on Investment

365Ticketing

  • Increase in organizational abilities.
  • Increased adherence to customer's SLAs and deadlines due to tasks prioritization.
  • Effectively collaborate with customer on a single platform.
Darshil Shah | TrustRadius Reviewer

HelpSpot

  • Improved ticket response time
  • Workload reporting to upper management
  • Ticket category reporting to identify training opportunities
Kenneth Harrington-Colon | TrustRadius Reviewer

Screenshots

Pricing Details

365Ticketing

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

365Ticketing Editions & Modules

Edition
365Ticketing$171
  1. user/month
Additional Pricing Details

HelpSpot

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

HelpSpot Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

365Ticketing
9.0
HelpSpot
9.0

Likelihood to Renew

365Ticketing
HelpSpot
2.3

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