HelpSpot vs. Trellix Network Security

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

It’s a dedicated Network Advanced Threat Detection and
Prevention solution. Easy maintenance and low operating costs fit perfectly for
SMEs. Variety of appliance selection makes NX the perfect choice for large
enterprises. As it’s a dedicated solution with its own appliance, price is higher
compared to NGTP add on solutions. FireEye is an ecosystem therefore when you’ve
the EX or HX vice versa, you should be looking to NX. Otherwise, you’re missing
the threat intel exchange on the network side reverse is the true. Sizing is
important before the purchase, if you select a low end model for a busy network
you lose your initial investment. For multiple NX deployments I highly
recommend CMS. Without CMS you’ll lose the threat intel exchange and this will
negatively reduce the risk scores.

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

• Advanced detection of targeted attacks.
• Mandiant team effort is a big plus.
• Inline mitigation capabilities particularly well.
• Different deployment models for specific needs.
• License and information sharing selection 1 way or 2 way mode.
• Frequent updates.
• Low false positive rates.
• FireEye sandboxing is immune to sandboxing attacks.
• Central management (CMS) capabilities for managing several NX's.
• Extra IPS/IDS functionality in the product.
• Smartvision specific to lateral movement detection.
• Upgrades and updates with zero down time.
• Local FireEye support is superb.
• Multiple deployment scenarios (span, inline) in the same NX for different interface pairs.
• SSL inspection support.
• No need to maintain, build or updates the images. It's highly automatic.

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.

• Very first detected APT sample can pass the NX even it's inline blocking mode.
• Performance optimization for busy networks is cumbersome.
• CMS does not provide all the management capabilities, CLI or local config. Should be done for advanced customization.
• Constant limitations of tcpdump/ packet capture for 10G interfaces.
• IPS functionality is a bit cumbersome, not a full feature IPS, lack of signatures and customization of IPS signatures.
• It's not a full NDR solution or a UBA solution.
• Lack of device or user mapping.
• Forensics is based on the specific APT. May not provide the whole story and need some additional tools.
• You cannot make manual submission to NX (needs AX).
• You cannot access the kernel directly for deep analy[sis] or troubleshooting (assist from FireEye Support should be taken).

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

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

FireEye NX is a solid product. It gives you sustainable
security throughout the organization. NX detection engines are more capable
compared to others. Its catch rate is higher, FP rate is lower, [and] speed is
awesome. NX can work for highly regulated environments with 1 way solution.
Operation costs are much lower. Software quality is very good. It may have bugs, but these bugs do not compromise the security in general. SOC team loves the
FireEye NX for its pinpoint detection capabilities. Local and partner support
is exceptional.

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

• As [a] financial company on the digital markets, we need to be safeguard for 0days and targeted attacks. FireEye NX provides the best updated protection with its enhanced capabilities.
• Security score based on detection/prevention metrics [is] very high ensuring the highest level of security.
• APTs in our region successfully detected and mitigated by the NX.
• For the ROI, in a six month period FireEye is paying off its [investment].
• One negative thing, especially with increasing network bandwidths, [is that] you need to make [the] investment every two or three years.

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