HelpSpot vs. TeamDynamix IT Service Management (ITSM)

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

In a world where an ITSM solution can feel bloated with features and you have to pay for all of those features or have an army of employees responsible for the upkeep and implementation of those features, it is nice to see a product like TDX come along that still provides a lot of features but at an affordable price where you feel you can slowly introduce those items into your environment through a team approach.

• 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

• This application gives the total time and fetched taking after for laborers to give the advantageous payrolls and alter the charge sheets with correct information.
• All data is secured and guaranteed with exceedingly capable pass codes.
• . The computer program is incredible in taking after the commerce headway and making a fitting estimation around contemplation and organizing.

• 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.

• Many decisions must be made to implement the tool, which can be a challenge for companies that don't already have an established ticketing or project management system.
• The modules you create such as ticketing applications can't be deleted once they are made.
• You can't copy all your settings from one application module to another.

Incentivized

Invited by the Vendor

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

It is very intuitive and easy to perform tasks. Very intuitive to develop a custom report. Very intuitive and easy to develop a dashboard. Very user friendly to setup new projects from project templates. A lot of custom forms to be able to collect the necessary data needed to provide better customer service.

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

TDX may not have all of the features and functionality that those larger companies have, but what TDX provides, they provide and support it well. You also don't need to have a full team of programmers to support TDX or feel like you are wasting your company's money by not utilizing all that TDX offers. TDX is an inexpensive, yet powerful and scalable, ITSM solution.

• 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

• We have already been able to have insight into how many tickets for service requests we do in any particular time frame. We were surprised to find that we had as many as 300 tickets on our small support team in just a month's time.
• We can centrally locate all of our how-to documents and other information that usually lives just in the memories of our employees. We have hundreds of documents that will now not be spread over Teams, workstations, and document folders but will be centrally located and searchable for years to come.

Incentivized

Invited by the Vendor

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