5 Ratings
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Score 9 out of 100
7 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

Helpshift

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.
Anonymous | TrustRadius Reviewer

SAP Extension Suite (formerly part of SAP Cloud Platform)

Because SAP offers unique features that are specifically designed for their core products, SAP Extension Suite is a must-have for any SAP-centric customer or service company. You can easily import and export your code directly from the SAP systems, previewing changes in real-time and benefit from predefined templates designed for the most common SAP use cases. But then again, the product still feels very new and would benefit from performance and UX improvements.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Helpshift
9.6
SAP Extension Suite (formerly part of SAP Cloud Platform)
Organize and prioritize service tickets
Helpshift
9.2
SAP Extension Suite (formerly part of SAP Cloud Platform)
Expert directory
Helpshift
8.4
SAP Extension Suite (formerly part of SAP Cloud Platform)
Subscription-based notifications
Helpshift
10.0
SAP Extension Suite (formerly part of SAP Cloud Platform)
ITSM collaboration and documentation
Helpshift
10.0
SAP Extension Suite (formerly part of SAP Cloud Platform)
Ticket creation and submission
Helpshift
10.0
SAP Extension Suite (formerly part of SAP Cloud Platform)
Ticket response
Helpshift
10.0
SAP Extension Suite (formerly part of SAP Cloud Platform)

Self Help Community

Helpshift
8.7
SAP Extension Suite (formerly part of SAP Cloud Platform)
External knowledge base
Helpshift
8.4
SAP Extension Suite (formerly part of SAP Cloud Platform)
Internal knowledge base
Helpshift
9.0
SAP Extension Suite (formerly part of SAP Cloud Platform)

Multi-Channel Help

Helpshift
9.7
SAP Extension Suite (formerly part of SAP Cloud Platform)
Customer portal
Helpshift
10.0
SAP Extension Suite (formerly part of SAP Cloud Platform)
Email support
Helpshift
9.2
SAP Extension Suite (formerly part of SAP Cloud Platform)
Help Desk CRM integration
Helpshift
10.0
SAP Extension Suite (formerly part of SAP Cloud Platform)

Pros

Helpshift

  • 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.
Angel Brockbank | TrustRadius Reviewer

SAP Extension Suite (formerly part of SAP Cloud Platform)

  • Supports end-to-end processes
  • Quicker role authorization, registration, and authentication
  • Easy adoption of mobile apps
Anonymous | TrustRadius Reviewer

Cons

Helpshift

  • 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.
Anonymous | TrustRadius Reviewer

SAP Extension Suite (formerly part of SAP Cloud Platform)

  • Still in an early stage where you miss some obvious features that any generic IDE would offer
  • You would think developers using the previous version of the product would already have their bearings, but SAP changed so much that they have to learn everything again
  • Performance varies a lot depending on your pricing plan, especially if you have a growing development team
Anonymous | TrustRadius Reviewer

Usability

Helpshift

Helpshift 9.0
Based on 1 answer
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.
Angel Brockbank | TrustRadius Reviewer

SAP Extension Suite (formerly part of SAP Cloud Platform)

No score
No answers yet
No answers on this topic

Support Rating

Helpshift

Helpshift 9.1
Based on 3 answers
The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
Anonymous | TrustRadius Reviewer

SAP Extension Suite (formerly part of SAP Cloud Platform)

No score
No answers yet
No answers on this topic

Alternatives Considered

Helpshift

One of the previous systems we used was Zendesk and it really only housed emails like Microsoft Outlook would: not very organized, very clunky to use, with long loading times. The meta data that is recorded by Helpshift was another deciding factor for the stakeholders as that data is very useful when trying to fully diagnose a customer's problem.
Anonymous | TrustRadius Reviewer

SAP Extension Suite (formerly part of SAP Cloud Platform)

SAP Anlaytics Cloud is an excellent tool that enables data visualization in the cloud. Budget planning, predictive analysis are some of the features of SAP Analytics Cloud. SAP Extention Suite brings with it a platform to enable such cloud based tools that could easily interface with S/4 or other cloud applications with agility and flexibility.
Anonymous | TrustRadius Reviewer

Return on Investment

Helpshift

  • It's great to get a rough count of how players may feel about a specific event or release.
Anonymous | TrustRadius Reviewer

SAP Extension Suite (formerly part of SAP Cloud Platform)

  • Faster development cycle due to native integration with SAP products
  • Negative short-term ROI due to the lack of training material and significant differences with the previous version of the same tool (SAP Web IDE)
  • Tighter integration with corporate programming guidelines since SAP Extension Suite offers great integration with DevOps pipeline solutions
Anonymous | TrustRadius Reviewer

Screenshots

Helpshift

Pricing Details

Helpshift

General

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

Helpshift Editions & Modules

Edition
Starter$225.001
  1. Per Month
Additional Pricing Details

SAP Extension Suite (formerly part of SAP Cloud Platform)

General

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

SAP Extension Suite (formerly part of SAP Cloud Platform) Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Helpshift
9.0
SAP Extension Suite (formerly part of SAP Cloud Platform)
7.3

Usability

Helpshift
9.0
SAP Extension Suite (formerly part of SAP Cloud Platform)

Support Rating

Helpshift
9.1
SAP Extension Suite (formerly part of SAP Cloud Platform)

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