HelpSpot vs. HPE Morpheus

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.

Incentivized

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

Morpheus is well suited for those who want to have a management pane of glass that will allow you to see what you are consuming and how you are consuming it. It also ties into many other types of software and the development team seems to be constantly improving the product. That lends it to being a bit complicated. If you want something easy to set up, this isn't your product.

Incentivized

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

• 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.

Incentivized

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

• Copious native 3rd party integrations.
• Ties into multiple public and private clouds for single management plane.
• True multi-tenancy.

Incentivized

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

• 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.

• More dashboard/visualization capabilities

Incentivized

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

My current job does not use this platform as it is not necessary for my job function.

Incentivized

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

We have always been able to reach the support organization at Morpheus on the rare event we needed them. They have been nothing but helpful.

Incentivized

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

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

We previously were using VRA. VRA, while some of the new versions look interesting is hard for both administration as well as end user consumption.

Incentivized

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

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

Incentivized

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

• Excellent monitoring tool

Incentivized

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