What users are saying about
4 Ratings
2 Ratings
4 Ratings
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Score 9.8 out of 100
2 Ratings
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Score 8 out of 100

Likelihood to Recommend

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

SupportBee

SupportBee is particularly well suited as a support ticket system if you use the systems supported by its 3rd party integrations. If you are looking for a lightweight, easy-to-use, support ticket system without a lot of extras, then SupportBee is the right choice.
Matt Heerema | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

HelpSpot
9.0
SupportBee
9.2
Organize and prioritize service tickets
HelpSpot
9.0
SupportBee
10.0
Ticket creation and submission
HelpSpot
9.0
SupportBee
10.0
Ticket response
HelpSpot
9.0
SupportBee
10.0
Expert directory
HelpSpot
SupportBee
10.0
Subscription-based notifications
HelpSpot
SupportBee
7.0
ITSM collaboration and documentation
HelpSpot
SupportBee
8.0

Self Help Community

HelpSpot
9.0
SupportBee
6.0
Internal knowledge base
HelpSpot
9.0
SupportBee
External knowledge base
HelpSpot
SupportBee
6.0

Multi-Channel Help

HelpSpot
9.0
SupportBee
8.0
Email support
HelpSpot
9.0
SupportBee
10.0
Customer portal
HelpSpot
SupportBee
4.0
Help Desk CRM integration
HelpSpot
SupportBee
10.0

Pros

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

SupportBee

  • Filters requests by client.
  • Keep track of how much "traffic" that client is causing.
Anonymous | TrustRadius Reviewer

Cons

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

SupportBee

  • MESSAGE THREADING - the interface for long message threads makes things difficult to scan and review.
  • PRICE TIERS - a few of the pieces of functionality we need (client portal) are at a price tier that makes it infeasible for us.
Matt Heerema | TrustRadius Reviewer

Likelihood to Renew

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

SupportBee

No score
No answers yet
No answers on this topic

Support Rating

HelpSpot

No score
No answers yet
No answers on this topic

SupportBee

SupportBee 7.0
Based on 1 answer
I haven't had to deal with support issues much, other than someone within our own company helping.
Anonymous | TrustRadius Reviewer

Alternatives Considered

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

SupportBee

SupportBee is the "maximal point" of the combination of feature set, price point, ease of use, third party integrations, and client-facing functionality. Every other system we've tried is too expensive, impossible to use, too many features, too high a learning curve for our employees, or too difficult for our clients to interact with.
Matt Heerema | TrustRadius Reviewer

Return on Investment

HelpSpot

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

SupportBee

  • Helps ensure client requests don't go unhandled - invaluable.
  • Helps ensure priority clients get priority handled.
Anonymous | TrustRadius Reviewer

Pricing Details

HelpSpot

General

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

SupportBee

General

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

Rating Summary

Likelihood to Recommend

HelpSpot
9.0
SupportBee
8.0

Likelihood to Renew

HelpSpot
2.3
SupportBee

Support Rating

HelpSpot
SupportBee
7.0

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