Name: HelpSpace
Author: HelpSpace

Help Desk

Web and Video Conferencing

Customer Support

Augmented Reality Development

Batch Management Software

Software Configuration Management

Development

Business Intelligence (BI)

Collaboration

Data Discovery and Visualization

Digital Rights Management (DRM)

Document Management

Dropshipping

Electronic Signature

Operational Analytics

Enterprise

Accounting

Trust Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Corporate Volunteering

HR Management

Payroll

Recruitment Agency

Relocation

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

eLearning Content

Human Resources

3D Printing

AI Governance

Application Lifecycle Management (ALM)

Cloud Storage

Consulting and Advisory Services

Content Delivery Networks (CDN)

Data Fabric

Data Recovery Service

Fraud Detection

Hadoop-Related

Integration Platform as a Service (iPaaS)

Internet Performance Monitoring

Managed File Transfer (MFT)

Network Performance Monitoring

Office Migration and Repair

Robotic Process Automation (RPA)

System Monitoring

Zero Trust Security Solutions

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Audience Engagement

Blogging

Competitive Intelligence

Content Management

Email Marketing

Local Marketing

Marketing Automation

Social Media Management

Survey & Forms Building

Text to Speech

Web Analytics

Wholesale Marketplace

Marketing

Job Site Management

Project Management

Waste Management

Writing and Proofreading Tools

Professional Services

Customer Relationship Management (CRM)

Sales

Cloud Access Security Brokers

User and Entity Behavior Analytics (UEBA)

Security

Architecture

Camp Management

Chargeback Management

Dental

Digital Forensics

Nonprofit CRM

Plagiarism Checker

Vertical-Specific

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### Ticketing Systems
Users consistently praise HelpSpace's ticketing system for its efficiency and ease of use. The system's ability to automatically mark tickets as "waiting" upon response is a particularly appreciated feature. Additionally, the powerful ticket rules and bug-free doc editor are highlighted as valuable tools that enhance the overall user experience. The ticketing system's functionality is seen as a strong asset by users, contributing positively to their customer support processes.

### Customer Support Channels
Reviewers consistently praise HelpSpace for its exceptional customer support channels, highlighting the platform's ability to streamline communication with clients through efficient handling of support emails and channels. Users appreciate the ease of collaboration and ticket assignment, which minimizes response duplication and enhances overall support management. Additionally, the platform's responsive support team and thorough knowledge base contribute to a positive customer support experience. While some users express a desire for additional features and integrations, the general consensus is that HelpSpace excels in providing effective customer support channels for businesses.

### Help Centers and Documentation
Users consistently praise HelpSpace for its robust help centers and documentation capabilities. The general sentiment among reviewers is that HelpSpace's help centers and documentation features are highly effective in streamlining customer support processes and enhancing overall user experience. Customers appreciate the ease of use, intuitive interface, and the comprehensive nature of the documentation sites provided by HelpSpace. The platform's ability to centralize support resources, such as knowledge bases and technical documents, has been particularly lauded for its efficiency in resolving customer queries and providing valuable information to users. Additionally, the integration of contact widgets with documentation sites has been highlighted as a time-saving feature that enhances user engagement and support accessibility.

### Pricing and Costs
Users consistently highlight HelpSpace's pricing and costs as a standout feature, emphasizing its affordability and the absence of additional fees for essential functionalities. The platform's cost-effectiveness, coupled with its comprehensive set of features, has garnered widespread acclaim among users. Additionally, the transparent pricing structure and the absence of hidden costs have been commended by many, making HelpSpace a preferred choice for businesses seeking a budget-friendly yet robust customer support solution.

### User Experience and Design
Users consistently highlight HelpSpace's user experience and design as standout features, commending its simplicity, speed, and modern visual appeal. The platform's intuitive interface, coupled with its fast loading times and well-thought-out design elements, contribute to a positive user experience. While some users note minor limitations in customization options and localization features, overall, HelpSpace's user experience and design capabilities receive high praise for their effectiveness and ease of use.

### Integration and Customization
Users appreciate HelpSpace's integration and customization features, highlighting the ease of setting up custom widgets and embedding them into their websites. The platform's flexibility in customizing contact forms and widgets to suit different needs has been well-received. Additionally, users find the JavaScript API useful for further customization, allowing them to tailor the appearance and functionality of HelpSpace to align with their branding and user experience requirements. The ability to embed help centers and contact widgets in various formats, such as popup modals or floating buttons, offers users the flexibility to integrate HelpSpace seamlessly into their existing platforms.

### Team Collaboration and Tasks
Users across reviews consistently praise HelpSpace's team collaboration and task assignment features. The platform's ability to streamline communication, assign tasks efficiently, and facilitate collaboration among team members has garnered positive feedback. Users appreciate the intuitive interface that simplifies the process of assigning tickets to specific teams or agents, enhancing overall workflow and productivity. Additionally, the capability to create multiple brands from a single account and manage them effectively has been highlighted as a valuable feature by reviewers. The emphasis on customizable widgets and knowledge base further enhances the team collaboration experience within HelpSpace, making it a preferred solution for many users seeking efficient task management and collaboration tools.

HelpSpace is a customer service tool that aims to streamline team collaboration, enhance customer experience, and improve support efficiency. It caters to businesses of all sizes, ranging from startups to large enterprises. According to the vendor, HelpSpace is utilized by customer support representatives, help desk managers, customer success managers, sales and marketing teams, as well as e-commerce companies.

## Key Features

**Team Inbox**: HelpSpace offers a team inbox feature that allows users to consolidate and manage all incoming customer messages in one central location. The vendor claims that this unified inbox promotes effective communication and collaboration among team members.

**Task Management**: HelpSpace provides a task management feature to help users stay organized, meet deadlines, and collaborate efficiently with their team.

**Integrated Docs**: HelpSpace includes integrated documentation capabilities, enabling users to create and host self-service sites, knowledge bases, and technical document hubs.

**Integrations**: HelpSpace supports integrations with various applications, allowing users to connect their preferred web apps and automate data sharing.

**Reports**: HelpSpace offers analytics and reporting features that enable users to track their performance and measure their support success rate.

**Widgets**: HelpSpace provides customizable widgets that users can integrate into their websites, allowing them to engage with visitors and capture potential leads.

Customizable branding and design: Many users have expressed their appreciation for the ability to customize the branding and design of their help desk in HelpSpace. This feature allows them to align their support portal with their company's brand domains, creating a cohesive and professional look.

Quick and simple setup process: Reviewers have consistently praised HelpSpace for its quick and simple setup process. They report being able to get started in a matter of minutes, saving them valuable time and allowing them to start providing support to their customers without delay.

Helpful and responsive customer service: The customer service provided by HelpSpace has received high praise from users. They have commended the team for being helpful, responsive, and knowledgeable. This level of support has greatly contributed to a positive user experience with the software.

Cons:
1. Limited customization options: Some users have expressed frustration with the rigid interface of HelpSpace and the lack of certain features that are available in other software. They have found it difficult to customize certain aspects, such as the TRUE RTL Feature for the Chat Widget, even after attempting to use CSS.
2. Lack of integrations: Several users have mentioned a desire for more integrations with other apps and the ability to centralize all social media channels within HelpSpace. They feel that this limitation hinders their workflow and prevents them from fully utilizing the software's capabilities.
3. Incomplete reports functionality: Some users believe that HelpSpace's reporting feature could be more comprehensive, particularly in terms of being able to view information by company instead of by user. They have expressed a need for more detailed and customizable reports to better analyze data and track performance.

Note: The quantification of reviewers stating each con is not provided in the context; therefore, an accurate representation cannot be given.

HelpSpace has gained a reputation as a reliable and satisfactory helpdesk solution for startups. Users have found it particularly effective for hosting technical help documents and creating help centers and hubs for SaaS products. The software streamlines the management of support emails by providing a single dashboard for all incoming inquiries, resulting in a seamless support experience for customers.

One of the standout features of HelpSpace is its ability to help users organize their agency's support system more efficiently. Setting up the software is straightforward, and users appreciate its reliability thus far. Additionally, HelpSpace offers an affordable pricing structure that pleasantly surprises users, especially given its range of features.

Users have praised the user-friendly interface of HelpSpace, noting its bug-free performance and intuitive design that facilitates email support and helps documentation. The software combines simplicity with a great UI, resulting in an amazing user experience. The fast-loading times and minimal learning curve make it easy for teams to get up and running quickly.

While HelpSpace may lack some advanced features compared to competitors, it provides a strong set of tools at an affordable price point. However, despite being a young company, HelpSpace has already received high satisfaction from users due to its exceptional customer care and responsive support team. It excels in task assignment, team collaboration, and organization with features like teams and folders. Overall, HelpSpace offers a reliable solution for teams looking to improve their communication with customers through ticket functions and knowledge base integration.

GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow system for prioritizing tickets.

GrooveHQ

Founded in 2003, Vivantio is a provider of customer service optimization software and solutions for B2B service teams. By combining enterprise-level software with the flexibility of a cloud-based solution, Vivantio provides a unified service management platform. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service.

Vivantio

HelpSpace

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

HelpSpace

Overview

What is HelpSpace?