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HelpSpot has been a reliable software for users who handle daily operations and user requests through the ticketing system. Over the past …
Starting at $49 per month
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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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Pricing
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
Product Details
- About
- Competitors
- Tech Details
- FAQs
What is HelpSpot?
HelpSpot Competitors
HelpSpot Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
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.
The most common users of HelpSpot are from Mid-sized Companies (51-1,000 employees).
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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!
- Business Problems Solved
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- Recommendations
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:
- Having a knowledgeable person set up the workspace and possess IT skills and business knowledge for completing support tickets.
- Utilizing HelpSpot as a tool to control the flow of inbound help desk requests.
- 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
(1-1 of 1)Companies can't remove reviews or game the system. Here's why
May 15, 2019
HelpSpot Spotlight
We are using it within the IT department to troubleshoot departmental tickets within the organization. It provides a central location for the IT department to track their work and provides the other departments a single place to send emails for their IT support needs. Previously employees would attempt to email a specific IT employee, and delays in resolution would occur if that particular employee was out of the office or busy.
- Custom categories and sub-categories for easy reporting
- Include other team-members in responses with a single click
- Workflow rules that enable automatic-email notifications and ticket escalation
- The mobile app is a little cumbersome to use
- Workload reporting could be more robust
- Integration into other applications (like Office365)
45%
4.5
45%
4.5
18%
1.8
- Improved ticket response time
- Workload reporting to upper management
- Ticket category reporting to identify training opportunities