HelpSpot Reviews

3 Ratings
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Score 9.0 out of 100

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Kenneth Harrington-Colon | TrustRadius Reviewer
May 15, 2019

HelpSpot Spotlight

Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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)
Read Kenneth Harrington-Colon's full review
Njon Weinroth | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
Read Njon Weinroth's full review
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
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Feature Scorecard Summary

Organize and prioritize service tickets (1)
9
Ticket creation and submission (1)
9
Ticket response (1)
9
Internal knowledge base (1)
9
Email support (1)
9

About 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.
Categories:  Help Desk

HelpSpot Competitors

Pricing

  • Has featureFree Trial Available?Yes
  • Does not have featureFree or Freemium Version Available?No
  • Does not have featurePremium Consulting/Integration Services Available?No
  • Entry-level set up fee?No

HelpSpot Technical Details

Operating Systems: Unspecified
Mobile Application:No