What users are saying about
4 Ratings
4 Ratings
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Score 9.8 out of 100
3 Ratings
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Score 10 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

eDesk by xSellco

Great for companies that sell on marketplaces and want to merge all of their communications. It saves our customer service agents tons of time, and it also connects easily with ChannelAdvisor. It would not be appropriate for a company that does not sell on marketplaces.
Erika Snow | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

HelpSpot
9.0
eDesk by xSellco
10.0
Organize and prioritize service tickets
HelpSpot
9.0
eDesk by xSellco
10.0
Ticket creation and submission
HelpSpot
9.0
eDesk by xSellco
10.0
Ticket response
HelpSpot
9.0
eDesk by xSellco
10.0
Subscription-based notifications
HelpSpot
eDesk by xSellco
10.0
ITSM collaboration and documentation
HelpSpot
eDesk by xSellco
10.0

Self Help Community

HelpSpot
9.0
eDesk by xSellco
10.0
Internal knowledge base
HelpSpot
9.0
eDesk by xSellco
External knowledge base
HelpSpot
eDesk by xSellco
10.0

Multi-Channel Help

HelpSpot
9.0
eDesk by xSellco
8.5
Email support
HelpSpot
9.0
eDesk by xSellco
10.0
Social integration
HelpSpot
eDesk by xSellco
7.0

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

eDesk by xSellco

  • Easy to use for customers
  • Maintains marketplace standards for communication
  • Is the only platform that offers these services
  • Connects with Channel Advisor
Erika Snow | 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

eDesk by xSellco

  • I wish the filters displayed closer to the top of the inbox vs the bottom
  • The new and to-do tabs can be confusing at first
  • Agents must take ownership once in the message; it is not auto-assigned when you click into a message, so there is room for duplication.
Erika Snow | 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

eDesk by xSellco

No score
No answers yet
No answers on this topic

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

eDesk by xSellco

They were not even close to offering what xSellco has and the ease of using the platform. eDesk by xSellco is a great price point, is very easy to use, and it also integrates with ChannelAdvisor and Big Commerce, which was a determining factor for us. It also is an Amazon partner and ensures that they are adhering to all of the strict communication rules Amazon has.
Erika Snow | 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

eDesk by xSellco

  • Saves agents lots of time
  • Creates better communication with customer with less time in between messages
  • Helps us provide great customer service
  • Has helped us meet marketplace communication standards and receive more feedback/reviews
Erika Snow | TrustRadius Reviewer

Screenshots

Pricing Details

HelpSpot

General

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

HelpSpot Editions & Modules

Additional Pricing Details

eDesk by xSellco

General

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

eDesk by xSellco Editions & Modules

Edition
eDesk Essential$851
eDesk Unlimited$1251
eDesk Unlimited +$1951
  1. per user
Additional Pricing Details
These are the month-to-month prices for using eDesk. If you would like to pay annually instead there is a discount on the total price. Each plan offers a variety of different features to suit any online seller.

Rating Summary

Likelihood to Recommend

HelpSpot
9.0
eDesk by xSellco
10.0

Likelihood to Renew

HelpSpot
2.3
eDesk by xSellco

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