What users are saying about
9 Ratings
7 Ratings
9 Ratings
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Score 9 out of 100
7 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.4 out of 100

Feature Set Ratings

  • HelpSpot ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

9.0

HelpSpot

90%
8.2

KronoDesk

82%
HelpSpot ranks higher in 3/6 features

Organize and prioritize service tickets

9.0
90%
1 Rating
8.2
82%
1 Rating

Ticket creation and submission

9.0
90%
1 Rating
8.2
82%
1 Rating

Ticket response

9.0
90%
1 Rating
8.2
82%
1 Rating

Expert directory

N/A
0 Ratings
8.2
82%
1 Rating

Subscription-based notifications

N/A
0 Ratings
8.2
82%
1 Rating

ITSM collaboration and documentation

N/A
0 Ratings
8.2
82%
1 Rating

Self Help Community

9.0

HelpSpot

90%
8.2

KronoDesk

82%
HelpSpot ranks higher in 1/2 features

Internal knowledge base

9.0
90%
1 Rating
8.2
82%
1 Rating

External knowledge base

N/A
0 Ratings
8.2
82%
1 Rating

Multi-Channel Help

9.0

HelpSpot

90%
8.4

KronoDesk

84%
KronoDesk ranks higher in 5/5 features

Email support

9.0
90%
1 Rating
9.1
91%
1 Rating

Customer portal

N/A
0 Ratings
8.2
82%
1 Rating

IVR

N/A
0 Ratings
8.2
82%
1 Rating

Social integration

N/A
0 Ratings
8.2
82%
1 Rating

Help Desk CRM integration

N/A
0 Ratings
8.2
82%
1 Rating

Attribute Ratings

  • KronoDesk is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

HelpSpot

90%
3 Ratings
9.1

KronoDesk

91%
1 Rating

Likelihood to Renew

2.3

HelpSpot

23%
2 Ratings

KronoDesk

N/A
0 Ratings

Likelihood to Recommend

UserScape

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.
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Inflectra Corporation

I advise my customers to use it for all issue tracking, in business development as well as in business operations. An interface to operational systems is therefor very helpful and enlarges the value of the KronoDesk knowledge base, provided that this information is "open" to all users of all departments.
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Pros

UserScape

  • 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.
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Inflectra Corporation

  • As a system architect I have a clear overview of open issues through clear issue description and assignment to developers.
  • The overview and tracking are most important to me.
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Cons

UserScape

  • 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.
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Inflectra Corporation

  • The possibility to create a system/subsystem/component/interface tree of the system landscape, to be used to more detailed issue associations and subsequent detailed planning and monitoring of issues.
  • A quick issue entry with the most important information would be helpful.
  • A "live" report that can contains my current "hot" issues would be helpful.
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Pricing Details

HelpSpot

Starting Price

$49 per month

Editions & Modules

HelpSpot editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    KronoDesk

    Starting Price

    $10 Per User per Month

    Editions & Modules

    KronoDesk editions and modules pricing
    EditionModules
    1-User$791
    3-User$662
    5-User$593
    10-User$494
    20-User$4,9995
    Single$196
    3-User$237
    5-User$198
    10-User$169
    20-User$1010

    Footnotes

    1. Lifetime License per Seat
    2. Lifetime License per Seat
    3. Lifetime License per Seat
    4. Lifetime License per Seat
    5. Lifetime License (unlimited seats)
    6. Per User per Month
    7. Per User per Month
    8. Per User per Month
    9. Per User per Month
    10. Per User per Month

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    UserScape

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

    No answers on this topic

    Alternatives Considered

    UserScape

    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
    Read full review

    Inflectra Corporation

    Several freeware/shareware tools like Bugzilla are missing integration with other systems. HP, IBM and CA like systems are too cumbersome and complicated for "normal" users, for me too much "hassle" to monitor issues and related information and links to other issues.
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    Return on Investment

    UserScape

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

    Inflectra Corporation

    • The ROI is reached faster and exponentially higher, depending on the number of users and cooperating business units.
    Read full review

    Screenshots

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