Item: HelpSpot
Rating: 9
Author: Kenneth Harrington-Colon

Overall Satisfaction with HelpSpot

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

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

Cons

The mobile app is a little cumbersome to use
Workload reporting could be more robust
Integration into other applications (like Office365)

Return on Investment

Improved ticket response time
Workload reporting to upper management
Ticket category reporting to identify training opportunities

Other Software Used

Microsoft Office 365, bpm'online, Mitel Applications Suite

Likelihood to Recommend

HelpSpot is well suited for streamlining support ticketing within the organization. By providing a single point of contact to email for support, we were able to increase response time and case resolution by approximately 30% through the increased efficiency of ticket routing via workflows and the ability for IT support staff to grab tickets from the queue instead of having them pile up in a mailbox that contains other emails as well.

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