Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Cat avg: 8.6
Top Performing Features
Ticket creation and submission
Users and agents can easily enter new support requests.
Cat avg: 9.1
Ticket response
Agents can easily follow up with customers.
Cat avg: 8.8
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Cat avg: 8.1
Worst Performing Features
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Cat avg: 8.8
HelpSpot Features from Reviews
Incident and problem management
Streamlining ticketing and service restoration processes
9+8%
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.6
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9.1
Ticket response
Agents can easily follow up with customers.
Category average: 8.8
Self Help Community
Features that allow customers to self-service for support issues.
9+11%
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.1
Multi-Channel Help
Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.
9+8%
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8