Helpspot Reviews & Product Details

Price is good, their support is good, and the product works well. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. ] Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Sometimes the screen get freezed and it takes a long time to get back which is quote irritating for me. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

that I can search for quotes down to the littlest detail like account number or name Review collected by and hosted on G2.com.

sometimes it freezes and i can not get in for a day or so Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

As customer support is critical for any business, live support needs the supported features Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

You can make HelpSpot do pretty much anything you would like it to do. Review collected by and hosted on G2.com.

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". Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

It's an amazing tool and I haven't found anything annoying at all as of now. Review collected by and hosted on G2.com.