What users are saying about
9 Ratings
4 Ratings
9 Ratings
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Score 9 out of 100
4 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9 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%
8.6

SupportBee

86%
SupportBee ranks higher in 5/6 features

Organize and prioritize service tickets

9.0
90%
1 Rating
8.5
85%
4 Ratings

Ticket creation and submission

9.0
90%
1 Rating
9.0
90%
4 Ratings

Ticket response

9.0
90%
1 Rating
9.0
90%
4 Ratings

Expert directory

N/A
0 Ratings
8.0
80%
3 Ratings

Subscription-based notifications

N/A
0 Ratings
8.5
85%
4 Ratings

ITSM collaboration and documentation

N/A
0 Ratings
8.5
85%
4 Ratings

Self Help Community

9.0

HelpSpot

90%
8.7

SupportBee

87%
HelpSpot ranks higher in 1/2 features

Internal knowledge base

9.0
90%
1 Rating
8.5
85%
2 Ratings

External knowledge base

N/A
0 Ratings
9.0
90%
4 Ratings

Multi-Channel Help

9.0

HelpSpot

90%
8.4

SupportBee

84%
SupportBee ranks higher in 5/5 features

Email support

9.0
90%
1 Rating
9.0
90%
3 Ratings

Customer portal

N/A
0 Ratings
9.0
90%
3 Ratings

IVR

N/A
0 Ratings
8.0
80%
2 Ratings

Social integration

N/A
0 Ratings
7.0
70%
2 Ratings

Help Desk CRM integration

N/A
0 Ratings
9.0
90%
3 Ratings

Attribute Ratings

  • HelpSpot and SupportBee are tied in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

HelpSpot

90%
3 Ratings
9.0

SupportBee

90%
4 Ratings

Likelihood to Renew

2.3

HelpSpot

23%
2 Ratings

SupportBee

N/A
0 Ratings

Support Rating

HelpSpot

N/A
0 Ratings
7.0

SupportBee

70%
2 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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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.
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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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SupportBee

  • Shared inbox system
  • The knowledge base resource
  • Customer portal software
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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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SupportBee

  • UX isn't the cleanest.
  • Finding where to actually start typing responses can be confusing for new users.
Read full review

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

    SupportBee

    Starting Price

    Editions & Modules

    SupportBee 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

      Likelihood to Renew

      UserScape

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

      SupportBee

      No answers on this topic

      Support Rating

      UserScape

      No answers on this topic

      SupportBee

      I haven't had to deal with support issues much, other than someone within our own company helping.
      Read full review

      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

      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.
      Read full review

      Return on Investment

      UserScape

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

      SupportBee

      • 100% Service Level Achievement
      • Could Build Good Client & Customer Relationship
      • Knowledge base Could Save Our Time
      • Features are best and justified with the pricing
      • Needs improvement in social integration or channels
      Read full review

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