Helpshift vs. Pulseway

If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend.

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If you have to manage a large number of computers, especially spread over multiple clients or a large physical area. This is one of the main products that allows us to act as a Managed Service Provider (MSP) and actually manage our clients devices and not just react to issues as clients call them in. Clients really love the proactive approach it allows us to take. Sadly as we became more familiar with options out there we found this area lacking and what was actually holding us back.

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• Their customer support is very responsive. If they have any problems, they fix them quickly.
• They are constantly trying to improve and expand their offering, which is beneficial to our growing company.
• It is very user-friendly and easy to manage. The analytics are pretty good as well.

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• It monitors computers and notifies us of any issues with any computer.
• It allows remote control of computers, such as requesting a computer to reboot itself.
• It is very highly configurable to monitor exactly what we need to monitor. For example, on server, we can have it notify us any time the server is shutdown or rebooted. On the other hand, for a desktop computer, we don't have to be bothered with notifications when a user decides to reboot his computer.

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• While I am not an engineer; it is known that Helpshift can be a bit of a pain to get it implemented into our applications.
• There are some issues with the badge when it comes to the notifications of messages that let the user know they have a reply from customer service.
• The website dashboard that is used to respond to customers has trouble sometimes and is very slow.

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• It would be nice if they increased their scope of supported third-party apps.
• It would be great if they would create an ios app for their ticket system.
• If they could possibly build in a location service for tracking devices, that would be helpful.
• If they had two-factor authentication, it would be nice.

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Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon.

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The tool is easy to use however it is can be daunting with the amount of features available in it. Last I checked, their knowledge base was not very expansive and they relied a lot on the changelog for how to do some stuff. This can make it hard to learn how to do some more advanced things like the automation.

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The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.

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I have never had to use the support for Pulseway. However, when initially starting out, we would receive emails every so often asking how we are doing and if there is any support that they can provide. I would imagine that any request would be supplied with the same great support!

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Zendesk is used for customer communication via email and Helpshift is used for chat, they are for the same purpose but with different response times.

Pulseway has the most features, the best looking app with the best design and better usability than any others we evaluated. We liked the uniformity of the app design across all platforms (Windows, Android, Apple) and the notifications displayed on each platform. The price was a major contributor to our selection of Pulseway compared to the competition.

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Independently Invited by TrustRadius

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• The ability to properly organize and delegate work to customer service representatives has been a very positive ROI after using Helpshift.
• The customer service reps are much happier with this system over the previous system of a general company email address and other CS software tools.

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Independently Invited by TrustRadius

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• Problems can be dealt with more rapidly because I have access to systems from anywhere. I don't have to carry a computer with me nor do I have to find a location with potentially non-secure wifi to gain access to my systems.
• I can handle 99% of my system admin tasks using Pulseway and never have to touch a system or connect to the console.
• Pulseway gives so much control over a system that I don't need to spend extra money on other software to perform management tasks.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info