HelpSpot Spotlight
Kenneth Harrington-Colon profile photo
May 15, 2019

HelpSpot Spotlight

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with HelpSpot

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

HelpSpot Feature Ratings

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