# Helpspot Reviews **Vendor:** UserScape **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.0/5.0 **Total Reviews:** 17 ## About Helpspot HelpSpot is a help desk platform for all businesses with features such as customer self-service portal, custom web forms, knowledge base, trends tracking, reporting, tickets management and more. ## Helpspot Reviews ### 1. Great ticket system for small MSP **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** May 09, 2024 **What do you like best about Helpspot?** Price is good, their support is good, and the product works well. **What do you dislike about Helpspot?** Time reports leave a bit to be desired. It's hard to slice and dice reports to learn how much time my techs are spending servicing each customer contract we have. No integration with other RMM or MSP apps. **What problems is Helpspot solving and how is that benefiting you?** Better and easier than Spiceworks, which is what we came from. ### 2. It is a decent system, but had a few flaws **Rating:** 3.0/5.0 stars **Reviewed by:** Matt M. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 10, 2023 **What do you like best about Helpspot?** I liked that I could do some automation with the routing of the tickets and that really helped with the workflow. I also liked that I could automate the waiting for customer process and if they didn't answer in a set time, we would close the ticket automatically. ] **What do you dislike about Helpspot?** I found that when I tried to do some filtering on emails, the filtering just simply didn't work. I needed to cancel created tickets from our monitoring system and it would not do it. **What problems is Helpspot solving and how is that benefiting you?** I used it for the tech helpdesk at our school. The issue was that some of the features that we needed were just not there on the free version and not worth the price for the paid version. ### 3. Great web based Help Desk Software for General usage **Rating:** 4.0/5.0 stars **Reviewed by:** Bharti M. | IT head, Small-Business (50 or fewer emp.) **Reviewed Date:** April 27, 2022 **What do you like best about Helpspot?** Sometimes, when it is necessary we can host our own instances or we can use this as our hosted service. On both the IT and Consumer sides, we are able to personalize our experience. The design and feel of the portals, as well as any email messagiung, may all be customized. **What do you dislike about Helpspot?** Sometimes the screen get freezed and it takes a long time to get back which is quote irritating for me. **What problems is Helpspot solving and how is that benefiting you?** We have used this software for our daily operations ad user request through the ticketing system. It has helped us over the years but now since it lacks some features and we want advanced features for our operations we have switched to other software/. ### 4. Budget Friendly and Highly Productive Ticketing System **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** December 14, 2021 **What do you like best about Helpspot?** We can host our instance or go hosted if needed. We can customize the experience on both the IT and customer sides. Customization includes the portal look and feel as well as any email messaging. **What do you dislike about Helpspot?** Supporting 3rd party or external users is a little bit of a challenge. You need to choose upfront which type of user you want to support, internal or external. **Recommendations to others considering Helpspot:** There are other ticketing systems out there that do much more and are often overkill for support needs. HelpSpot provides a good solution that is not too basic and not overloaded with tons of features you won't use. **What problems is Helpspot solving and how is that benefiting you?** We operate our daily operations and user requests through this ticketing system. It has served us well for over 8 years. We're able to keep all of our requests in one place. We can track time spent, resolutions and overall productivity through HelpSpot. ### 5. help spot is awesome for customer pricing quotes **Rating:** 5.0/5.0 stars **Reviewed by:** Tamara G. | Business Development Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** December 06, 2021 **What do you like best about Helpspot?** that I can search for quotes down to the littlest detail like account number or name **What do you dislike about Helpspot?** sometimes it freezes and i can not get in for a day or so **What problems is Helpspot solving and how is that benefiting you?** Being able to find quotes fast helps the call move along for the customer ### 6. simple customer support for all sizes of business **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Games | Small-Business (50 or fewer emp.) **Reviewed Date:** September 21, 2021 **What do you like best about Helpspot?** Support both asSaS and on-prem server and subscription cost remains same, easy integration with e-mails, e-mail to ticket conversion, and excellent user interface **What do you dislike about Helpspot?** As customer support is critical for any business, live support needs the supported features **What problems is Helpspot solving and how is that benefiting you?** Easy administration, automation for a response for well-known tickets like a user-ID lock, etc. ### 7. Helpspot is unique and wonderful **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 25, 2019 **What do you like best about Helpspot?** I like the versatility that helpspot provides, along with the interactive work space that it offers. We are able to dynamically work on tickets and speedily resolve them. i also like how the user interface is easy to use and also aesthetically pleasing. Very clean, very modern. **What do you dislike about Helpspot?** It takes a while to update and show who is on which ticket. Also, sometimes it freezes and I will hit update like 3 times and it will post all of them. Also, there is a max to what size file you can attach, so if you try to attach a file that is too large, the ticket will glitch and you will lose any other work that isn't previously saved. **Recommendations to others considering Helpspot:** Helpspot is a unique tool that allows collaborative and efficient work to take place. **What problems is Helpspot solving and how is that benefiting you?** We help students, faculty and staff at CSUSM with all technical difficulties and when we are unable to solve them immediately, then we will create a ticket. The benefits are that multiple people can view all the information on tickets and assist wherever necessary. ### 8. Amazing Organizational Ticketing System **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 06, 2019 **What do you like best about Helpspot?** I love that I can see if another team member is also working on a ticket as it helps to reduce redundancy and manage workflow. We also enjoy the Most Commonly User Responses tab as it helps to find our frequent used ticket replies **What do you dislike about Helpspot?** One thing I wish was better is the reports. It can be hard to navigate and difficult to show others. It would be better if we could pick and choose what teams tickets and responses we can see and then export only that into a graph or chart. **What problems is Helpspot solving and how is that benefiting you?** The biggest problem HelpSpot has solved for us is that we no longer are updating tickets on top of one another. If we can see at a glance which tickets are being worked on and which are not as well as see a history of who has worked on what. ### 9. Customization Giant **Rating:** 3.5/5.0 stars **Reviewed by:** Charles G. | Director, Mid-Market (51-1000 emp.) **Reviewed Date:** May 14, 2019 **What do you like best about Helpspot?** You can make HelpSpot do pretty much anything you would like it to do. **What do you dislike about Helpspot?** With great customization comes labor some setup. Support isn't that great in setting up the product and they always turn you to their "Library". **Recommendations to others considering Helpspot:** Make sure you have a very knowledgeable person setup your workspace. You need some IT skills and also business knowledge of completing support tickets. **What problems is Helpspot solving and how is that benefiting you?** We use HelpSpot as a ticketing system to track internal and external support tickets. ### 10. The names makes it all 'Help' **Rating:** 3.5/5.0 stars **Reviewed by:** Naina K. | Search Engine Optimization Expert , Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2019 **What do you like best about Helpspot?** This is an amazing ticketing tool to resolve and assign tickets. It's categories and subcategories make it more helpful in indentifying and resolving reported departmental cases. **What do you dislike about Helpspot?** It's an amazing tool and I haven't found anything annoying at all as of now. **Recommendations to others considering Helpspot:** With this software you can digitalize and schedule your complaints TAT and track its resolution. **What problems is Helpspot solving and how is that benefiting you?** We have systemized our departmental cases which now can be tracked easily and resolved ontime. We can raise red flag for pending cases. ### 11. Not user friendly enough, UI is too messy **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Mid-Market (51-1000 emp.) **Reviewed Date:** June 26, 2019 **What do you like best about Helpspot?** I like the option to have pre-typed responses. It makes it more time-efficient to respond to common questions. **What do you dislike about Helpspot?** I don't like how everything is displayed. There are different workgroups/but it is not easy to modify tickets for the other groups. **What problems is Helpspot solving and how is that benefiting you?** It makes it easier and faster to respond to tickets. These mostly deal with password resets, account services, log in issues, fixing printers. ### 12. Helpspot is a quick and easy way for keep track of user problems and requests. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 18, 2019 **What do you like best about Helpspot?** Helpspot is very user friendly. It is a quick and efficient way to maintain a successful help desk service. It is full of neat features that are easy to navigate. **What do you dislike about Helpspot?** I don't like that sometimes when we send email through helpspot the system wont send them. **What problems is Helpspot solving and how is that benefiting you?** Users contact us with all sorts of issues such ass account services and devise inquires. ### 13. Great product for the cost **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Law Practice | Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2019 **What do you like best about Helpspot?** The ease of use. Also, the cost of the software is very good. **What do you dislike about Helpspot?** Reporting features could use quite an improvement. I actually made my own. **What problems is Helpspot solving and how is that benefiting you?** Accountability. Easier tracking of tickets ### 14. Helpspot review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 25, 2019 **What do you like best about Helpspot?** It is simple and convenient to use. I like the analysis feature. **What do you dislike about Helpspot?** The merging ticket function is kind of tricky to use. **What problems is Helpspot solving and how is that benefiting you?** We use Helpspot to provide technical support to students on campus. ### 15. Excellent support ticketing platform **Rating:** 5.0/5.0 stars **Reviewed by:** Kenneth H. | Internal Systems Specialist, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** October 29, 2018 **What do you like best about Helpspot?** There are a lot of automated responses that can be custom created to help ensure our IT department knows where any open issues stand and to whom they've been assigned **What do you dislike about Helpspot?** Would like it if there was an apple watch application that would make it easier to review and update tickets on the go **Recommendations to others considering Helpspot:** This is a great tool if you want to control the flow of inbound help desk requests **What problems is Helpspot solving and how is that benefiting you?** We were having trouble capturing the load of internal issues and have deployed this tool to help capture that information. ### 16. a bit better than some of the other systems i've used **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Sports | Mid-Market (51-1000 emp.) **Reviewed Date:** June 29, 2017 **What do you like best about Helpspot?** I like that it allows easy reassignment and tracking **What do you dislike about Helpspot?** some of the lay out is a little less intuitive than i would have liked **Recommendations to others considering Helpspot:** its a fine tool to use for help desk ticket management **What problems is Helpspot solving and how is that benefiting you?** tracking support tickets ### 17. Easy to use, but has its issues **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2016 **What do you like best about Helpspot?** With not alot of tickets experience Helpspot is easy to use. **What do you dislike about Helpspot?** Seems to want to log the User out alot. Can be frustrating. **What problems is Helpspot solving and how is that benefiting you?** Troubleshooting VOIP phones. Has good functionality and many options. ## Helpspot Discussions - [What is Helpspot used for?](https://www.g2.com/discussions/what-is-helpspot-used-for) - [View Helpspot pricing details and edition comparison](https://www.g2.com/products/helpspot/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-15+05%3A56%3A07+-0500&secure%5Bsession_id%5D=b65eff33-94e9-4965-a905-bd703a4bd3c0&secure%5Btoken%5D=fbef112fa80485e86ded6a4f9dbe62895441162293caccca7aa35032e4100881&format=llm_user) ## Helpspot Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Generative AI** - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Mobile Optimization - Personalization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Platform** - Branding - Automation - Integrations **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Helpspot Alternatives - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,496 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,660 reviews) - [TeamSupport](https://www.g2.com/products/teamsupport/reviews) - 4.4/5.0 (877 reviews)