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HelpSpot

HelpSpot

Overview

What is HelpSpot?

HelpSpot is an affordable, web-based help desk system. It is available as a SaaS product or can be hosted by the customer behind a firewall. Pricing is by named user.

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Recent Reviews

TrustRadius Insights

HelpSpot has been a reliable software for users who handle daily operations and user requests through the ticketing system. Over the past …
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HelpSpot all the Way!

9 out of 10
July 10, 2014
Incentivized
For my organization, HelpSpot was used by our department in order to better organize our customers. It allowed our entire team to receive …
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Pricing

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Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $49 per month
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Product Details

What is HelpSpot?

HelpSpot Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

HelpSpot is an affordable, web-based help desk system. It is available as a SaaS product or can be hosted by the customer behind a firewall. Pricing is by named user.

HelpSpot starts at $49.

Desk.com (discontinued), Freshdesk, and Kayako are common alternatives for HelpSpot.

The most common users of HelpSpot are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(7)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

HelpSpot has been a reliable software for users who handle daily operations and user requests through the ticketing system. Over the past 8 years, it has proven to be an effective tool, allowing users to centralize all their requests and track important details such as time spent, resolutions, and overall productivity. This has greatly benefited support teams in efficiently managing customer tickets and providing timely responses.

One of the key advantages of HelpSpot is its ability to quickly find quotes, expediting customer calls and improving overall customer satisfaction. The software also offers easy administration and automation for common tickets like user-ID lock, streamlining the support process. Users appreciate HelpSpot's stability and performance, as it has reliably served as a mainstay in their support stack for many years.

HelpSpot is particularly valuable when it comes to resolving specific issues such as password resets, account services, and fixing printers. By using this software, multiple team members can easily access all the ticket information and collaborate effectively to assist users with technical difficulties. It has been successfully used in various contexts, including providing technical support to students on campus and systemizing departmental cases for prompt resolution.

By utilizing HelpSpot as a ticketing system, organizations have overcome the challenge of updating tickets on top of one another, ensuring a clear view of ongoing work and a comprehensive history of ticket handling. This feature has significantly improved information capture and streamlined communication within teams.

Overall, HelpSpot's effectiveness in handling internal and external support tickets has been widely acknowledged, enabling faster response times to customer inquiries while keeping personal mailboxes organized. Users have also praised its cost of ownership and frequent updates, which contribute to an enhanced user experience.

However, some users have expressed concerns about the outdated appearance of the knowledge base and form. They suggest a more modern UI design and additional features to further improve user satisfaction. Despite these suggestions for improvement, HelpSpot remains highly regarded for its troubleshooting capabilities with VOIP phones and its user-friendly interface, which surpasses alternatives like Salesforce in terms of ease of use and ticket management.

In summary, HelpSpot has proven to be a valuable asset for various teams and departments in efficiently managing support tickets, improving customer service, and enhancing overall productivity. It offers a centralized platform that enables effective collaboration and streamlines communication with customers, resulting in faster ticket resolution and improved internal operations across organizations.

Helpful Automation Features: Many users have found the automation features of Helpspot helpful in improving their workflow. Some users mentioned being able to automate ticket routing and automatically close tickets if customers didn't respond within a set time.

Flexible Deployment Options: Several reviewers appreciated the ability to host their own instance or use the hosted service, giving them flexibility in choosing the deployment option that best suited their needs. They also liked that they could customize the experience on both the IT and customer sides, including the look and feel of the portals and email messaging.

Powerful Search Functionality: A number of users mentioned that they could search for quotes in Helpspot with great detail, such as by account number or name. This feature has been helpful for them in managing their tickets effectively.

Filtering Feature Issues: Some users have found that the filtering feature in HelpSpot does not work properly, making it difficult to manage emails and cancel created tickets. This issue has been mentioned by multiple reviewers, highlighting a need for improvement in this area.

Freezing and Slow Response Times: Several reviewers have experienced freezing and slow response times while using HelpSpot, which can be quite irritating. These performance issues hinder productivity and create frustration among users.

Challenging 3rd Party User Support: Some users mentioned that supporting 3rd party or external users in HelpSpot is challenging and requires upfront selection of user type. This complexity adds an extra layer of difficulty for managing external interactions within the system.

Users have made the following recommendations for HelpSpot based on their experiences:

  1. Having a knowledgeable person set up the workspace and possess IT skills and business knowledge for completing support tickets.
  2. Utilizing HelpSpot as a tool to control the flow of inbound help desk requests.
  3. Using HelpSpot as a fine tool for help desk ticket management.

These recommendations highlight the importance of having someone with expertise in setting up HelpSpot, as well as possessing IT skills and business knowledge for effectively managing support tickets. Users also find HelpSpot valuable in controlling the flow of inbound help desk requests and consider it a reliable tool for managing help desk ticket processes.

Attribute Ratings

Reviews

(1-2 of 2)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
For my organization, HelpSpot was used by our department in order to better organize our customers. It allowed our entire team to receive tickets from these customers, respond within a timely manner, and continue conversations with the same customers. Prior to using HelpSpot, we relied solely on Microsoft Outlook for these functions, which proved to be more time-consuming and inefficient.
  • 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.
  • HelpSpot could use some improvement in the verbiage it provides for it's users. Words such as "closed" or "submitted" did not resonate with some of my team members who were not as familiar with the technology. It made it difficult for them to see the bridge between "submitted" and "send" among other similar language.
  • HelpSpot would be much more user friendly if the user could have folders within their queue to organize different emails that may need to remain in the queue for a longer period of time. There were times when we had to leave a ticket open and it would float around all of the other open tickets in the queue, which could sometimes cause confusion.
  • HelpSpot could benefit from having more thorough training sessions for it's users. Our team went through a training session with our tech team, which left many of our team members feeling overwhelmed. HelpSpot needs to be sure to go through some of the basics before it dives into all of it's capabilities.
Our main reason for switching to HelpSpot was because of the numerous amount of tickets we received each day. We absolutely needed a tool that would allow us to better organize these tickets and really hold my peers accountable for their share of the workload. If this is the case for other organizations, I would definitely encourage them to review HelpSpot to see if they would also find value in using it.
  • HelpSpot allowed us to cut down on the amount of time we spent on each email, freeing up our time to complete other activities.
  • HelpSpot greatly increased the quality of our customer service. By using the response tool, we were able to quickly paste a response with the necessary information and then edit it to cater to the customer's personal needs.
  • HelpSpot changed the attitudes of the team members. It was certainly a change for our team, and a hurdle at times, but the team was able to successfully complete training and accomplish their goals with HelpSpot. This changed the way the team viewed their abilities in a positive way.
  • Microsoft Outlook
HelpSpot's capabilities certainly exceed those of Microsoft Outlook. With the organizational functions and HTML expertise, it allowed our team to complete tasks that were not even achievable with our prior system. It was a great product that I know that company is still using today and, to my knowledge, has no plans to replace any time soon!
My current job does not use this platform as it is not necessary for my job function.
Njon Weinroth | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
HelpSpot is used by the HR Ops team to manage incoming tickets, faxes, and general email for general HR, Benefits, L&D, Onboarding, Terminations and many other HR functions. It is used to communicate within the team and directly to the customer. It can also be used to communicate with 3rd parties.
  • HelpSpot allows easy change of ownership of tickets.
  • It's simple, albeit a little dated UI allows users to navigate relatively easily.
  • It's search functions are easy to navigate and historical information is not difficult to access.
  • 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.
I was really impressed with the rich set of information present on each ticket and the ease with which transferring ticket ownership is accomplished. It's functions seem to be much more customizable than many competitors.
  • Reviewing HelpSpot in group meetings makes for easy, on-the-fly modifications and communications.
  • Having the ticket reopen due to any customer response seemed cumbersome at first but in the big picture, saved a lot of time becoming reacquainted with the issue.
  • Zendesk,Atlassian Jira,fogbugz
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.
I think it is a great tool for any number of users and groups with various levels of tech savvy.
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