Compare Helpshift vs Issuetrak

See this
comparison of Helpshift vs. Issuetrak
based on data from user reviews. Helpshift rates 4.3/5 stars with 183 reviews. Issuetrak rates 4.1/5 stars with 61 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
Professional
$95
Per User / Per Month
Productivity
$19 (cloud)
mo/user/annual contract
 
Enterprise
$135
Per User / Per Month
Support Essentials
$49 (Cloud)
mo/agent/annual contract
 
Platinum
$160
Per User / Per Month
Support Ultimate
$59 (Cloud)
mo/agent/annual contract
 
Free Trial
Free Trial
Helpshift
Professional
$95Per User / Per Month
Enterprise
$135Per User / Per Month
Platinum
$160Per User / Per Month
Free Trial
Issuetrak
Productivity
$19 (cloud)mo/user/annual contract
Support Essentials
$49 (Cloud)mo/agent/annual contract
Support Ultimate
$59 (Cloud)mo/agent/annual contract
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.6
8.0
Ease of Use
Ease of Use
8.7
8.2
Ease of Setup
Ease of Setup
8.7
8.0
Ease of Admin
Ease of Admin
8.5
8.3
Quality of Support
Quality of Support
8.5
9.0
Ease of Doing Business With
Ease of Doing Business With
8.8
9.3
Product Direction (% positive)
Product Direction (% positive)
8.2
7.8
Meets Requirements
Helpshift
8.6
Issuetrak
8.0
Ease of Use
Helpshift
8.7
Issuetrak
8.2
Ease of Setup
Helpshift
8.7
Issuetrak
8.0
Ease of Admin
Helpshift
8.5
Issuetrak
8.3
Quality of Support
Helpshift
8.5
Issuetrak
9.0
Ease of Doing Business With
Helpshift
8.8
Issuetrak
9.3
Product Direction (% positive)
Helpshift
8.2
Issuetrak
7.8

Features

Ticket and Case Management
Ticket creation user experience
Helpshift
8.5
Issuetrak
8.4
Ticket response user experience
Helpshift
8.8
Issuetrak
8.1
Workflow
Helpshift
8.5
Issuetrak
7.9
Response Automation
Helpshift
8.4
Issuetrak
8.2
SLA Management
Helpshift
8.2
Issuetrak
7.4
Attachments/Screencasts
Helpshift
8.4
Issuetrak
8.1
Ticket Collaboration
Helpshift
8.2
Issuetrak
8.1
Knowledge Share
Knowledge Base
Helpshift
8.9
Issuetrak
Not enough data available
Searchable Articles
Helpshift
8.5
Issuetrak
Not enough data available
Community Forums
Helpshift
8.5
Issuetrak
Not enough data available
Interactive FAQs & Forums
Helpshift
8.2
Issuetrak
Not enough data available
Interaction
Web Portals
Helpshift
8.5
Issuetrak
Not enough data available
Forum to Reponse
Helpshift
8.8
Issuetrak
Not enough data available
Tickets and Tagging
Helpshift
8.9
Issuetrak
Not enough data available
Live Chat
Helpshift
8.8
Issuetrak
Not enough data available
Communication Channels
Customer Portal
Helpshift
8.6
Issuetrak
8.2
Email to Case
Helpshift
8.6
Issuetrak
8.4
Chat/Live Support
Helpshift
8.6
Issuetrak
7.3
Social Integration
Helpshift
Not enough data available
Issuetrak
Not enough data available
Call Center
Make, Receive, and Record Calls
Helpshift
Not enough data available
Issuetrak
Not enough data available
Customer and Contacts Database
Helpshift
8.2
Issuetrak
7.8
Products and Version Tracking
Helpshift
8.3
Issuetrak
7.9
Call Scripting
Helpshift
Not enough data available
Issuetrak
Not enough data available
Interactive Voice Response (IVR)
Helpshift
Not enough data available
Issuetrak
Not enough data available
Self Service/Community
Forums
Helpshift
8.3
Issuetrak
8.3
Knowledge Base
Helpshift
8.4
Issuetrak
7.5
Ideas/Feedback
Helpshift
8.4
Issuetrak
7.8
Q&A
Helpshift
8.3
Issuetrak
7.6
Reporting & Analytics
Social Monitoring
Helpshift
Not enough data available
Issuetrak
Not enough data available
Reporting
Helpshift
8.0
Issuetrak
6.8
Dashboards
Helpshift
8.0
Issuetrak
7.9
Platform
Mobile User Support
Helpshift
8.8
Issuetrak
5.7
ITIL Compliance
Helpshift
8.4
Issuetrak
6.9
Customization
Helpshift
8.2
Issuetrak
7.7
User, Role, and Access Management
Helpshift
8.7
Issuetrak
8.3
Internationalization
Helpshift
8.8
Issuetrak
Not enough data available
Performance & Reliability
Helpshift
8.7
Issuetrak
9.2
Integration APIs
Helpshift
8.4
Issuetrak
6.7

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
16.4%
25.5%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
65.6%
40.0%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
18.0%
34.5%
Helpshift
Small-Business
16.4%
Mid-Market
65.6%
Enterprise
18.0%
Issuetrak
Small-Business
25.5%
Mid-Market
40.0%
Enterprise
34.5%

Reviewers' Industry

 
Computer Games
12.6%
Information Technology and Services
14.8%
 
Consumer Services
9.8%
Telecommunications
8.2%
 
Financial Services
8.2%
Hospital & Health Care
8.2%
 
Entertainment
8.2%
Financial Services
6.6%
 
Consumer Goods
7.7%
Education Management
6.6%
 
Other
53.6%
Other
55.7%
Helpshift
Computer Games
12.6%
Consumer Services
9.8%
Financial Services
8.2%
Entertainment
8.2%
Consumer Goods
7.7%
Other
53.6%
Issuetrak
Information Technology and Services
14.8%
Telecommunications
8.2%
Hospital & Health Care
8.2%
Financial Services
6.6%
Education Management
6.6%
Other
55.7%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Elynn S.
Consultant

The layout is simple and minimal, also the chat responses and updates are fast and pretty much reliable. There is also an option to be able to toggle the chat box size to your personal preference. The time stamp is also uptodate and you are able to view it...

Kevin O.
Administrator in Hospitality

Implementation was straight forward, making it easier for adoption by my team. The features are standard for an issue management system, but they are intuitive and i like the dashboard concept. Speed is good, ticket management is good, overall the product...

Most Helpful Critical Review
Most Helpful Critical Review
Andy M.
User

I disliked how clunky search queries are, they all had to be formatted in almost seemingly VBS code than normal natural language. Metadata from end users does not auto-update with newer, relevant information.

Denise C.
User in Computer Networking

The interface is sometimes difficult to use.

 
Helpshift
Most Helpful Favorable Review
Elynn S.
Consultant

The layout is simple and minimal, also the chat responses and updates are fast and pretty much reliable. There is also an option to be able to toggle the chat box size to your personal preference. The time stamp is also uptodate and you are able to view it...

Most Helpful Critical Review
Andy M.
User

I disliked how clunky search queries are, they all had to be formatted in almost seemingly VBS code than normal natural language. Metadata from end users does not auto-update with newer, relevant information.

Issuetrak
Most Helpful Favorable Review
Kevin O.
Administrator in Hospitality

Implementation was straight forward, making it easier for adoption by my team. The features are standard for an issue management system, but they are intuitive and i like the dashboard concept. Speed is good, ticket management is good, overall the product...

Most Helpful Critical Review
Denise C.
User in Computer Networking

The interface is sometimes difficult to use.

Screenshots

 
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