Fantastic way to handle support tickets
February 13, 2020

Fantastic way to handle support tickets

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Helpshift

Helpshift is extremely useful and is used as a way for us to handle support tickets across our game portfolio. It makes it very for us to share issues within the team and to directly show to the various teams if they need sources/examples.
  • It's very easy to use. Everything is straight forward and their support team is fairly easy to contact if you need assistance.
  • User ticket history is made available. It makes it very easy to check if the customer you're working with has any history of abusing support agents or to see if something they're saying doesn't check out with what they're currently saying.
  • The look could do with a bit of an upgrade. It's not a very big deal and isn't hard on the eyes but could probably be a bit more vibrant (or allow for customization).
  • Better mobile support would be great. At the moment, it's very hard to try and do tickets from a phone.
  • It's great to get a rough count of how players may feel about a specific event or release.
The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.

Do you think Helpshift delivers good value for the price?

Not sure

Are you happy with Helpshift's feature set?

Yes

Did Helpshift live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Helpshift go as expected?

I wasn't involved with the implementation phase

Would you buy Helpshift again?

Yes

If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend.

Helpshift Feature Ratings

Organize and prioritize service tickets
9
Expert directory
8
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket response
10
External knowledge base
8
Internal knowledge base
Not Rated
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
9
Help Desk CRM integration
Not Rated