HelpSpot Reviews & Insights

Score2 out of 10

7 Reviews and Ratings

Community insights

TrustRadius Insights for HelpSpot are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Helpful Automation Features: Many users have found the automation features of Helpspot helpful in improving their workflow. Some users mentioned being able to automate ticket routing and automatically close tickets if customers didn't respond within a set time.

Flexible Deployment Options: Several reviewers appreciated the ability to host their own instance or use the hosted service, giving them flexibility in choosing the deployment option that best suited their needs. They also liked that they could customize the experience on both the IT and customer sides, including the look and feel of the portals and email messaging.

Powerful Search Functionality: A number of users mentioned that they could search for quotes in Helpspot with great detail, such as by account number or name. This feature has been helpful for them in managing their tickets effectively.

Reviews

3 Reviews

HelpSpot Spotlight

Rating: 9 out of 10

Incentivized

May 15, 2019

Use Cases and Deployment Scope

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.

Pros

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

Cons

The mobile app is a little cumbersome to use
Workload reporting could be more robust
Integration into other applications (like Office365)

Likelihood to Recommend

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.

Kenneth Harrington-Colon

Internal Systems Specialist in Information Technology at Creative Business Resources (CBR) (11-50 employees)

Vetted Review

View profile

HelpSpot all the Way!

Rating: 9 out of 10

Incentivized

July 10, 2014

Use Cases and Deployment Scope

For my organization, HelpSpot was used by our department in order to better organize our customers. It allowed our entire team to receive tickets from these customers, respond within a timely manner, and continue conversations with the same customers. Prior to using HelpSpot, we relied solely on Microsoft Outlook for these functions, which proved to be more time-consuming and inefficient.

Pros

HelpSpot was great for organization. Having different queues allowed each of my team members to organize their conversations with the customer and quickly retrieve the history of the ticket.
HelpSpot is a fairly simple tool that has a friendly user interface. With it's more modern look, it made it easier for me personally to navigate and train team members on how to use it successfully.
HelpSpot allowed our team to view the responses section, which allowed our team to cut down on the time we spent responding to a ticket.

Cons

HelpSpot could use some improvement in the verbiage it provides for it's users. Words such as "closed" or "submitted" did not resonate with some of my team members who were not as familiar with the technology. It made it difficult for them to see the bridge between "submitted" and "send" among other similar language.
HelpSpot would be much more user friendly if the user could have folders within their queue to organize different emails that may need to remain in the queue for a longer period of time. There were times when we had to leave a ticket open and it would float around all of the other open tickets in the queue, which could sometimes cause confusion.
HelpSpot could benefit from having more thorough training sessions for it's users. Our team went through a training session with our tech team, which left many of our team members feeling overwhelmed. HelpSpot needs to be sure to go through some of the basics before it dives into all of it's capabilities.

Likelihood to Recommend

Our main reason for switching to HelpSpot was because of the numerous amount of tickets we received each day. We absolutely needed a tool that would allow us to better organize these tickets and really hold my peers accountable for their share of the workload. If this is the case for other organizations, I would definitely encourage them to review HelpSpot to see if they would also find value in using it.

Verified User

Former Employee in Customer Service (10,001+ employees)

Vetted Review

HelpSpot is a Great Great Choice for Ticket Management!

Rating: 9 out of 10

February 12, 2014

Use Cases and Deployment Scope

HelpSpot is used by the HR Ops team to manage incoming tickets, faxes, and general email for general HR, Benefits, L&D, Onboarding, Terminations and many other HR functions. It is used to communicate within the team and directly to the customer. It can also be used to communicate with 3rd parties.

Pros

HelpSpot allows easy change of ownership of tickets.
It's simple, albeit a little dated UI allows users to navigate relatively easily.
It's search functions are easy to navigate and historical information is not difficult to access.

Cons

The UI is a little dated but to be fair, shows most of the pertinent information at a glance on a well designed dashboard.
The UI can also be buggy at times with controls appearing in strange places. These glitches are usually corrected within a reasonable amount of time.

Likelihood to Recommend

I was really impressed with the rich set of information present on each ticket and the ease with which transferring ticket ownership is accomplished. It's functions seem to be much more customizable than many competitors.

Njon Weinroth

Senior HR Coordinator (contract) in Human Resources at Dolby Laboratories (1001-5000 employees)

Vetted Review

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HelpSpot all the Way!

Rating: 9 out of 10

Incentivized

July 10, 2014

Use Cases and Deployment Scope

Pros

HelpSpot was great for organization. Having different queues allowed each of my team members to organize their conversations with the customer and quickly retrieve the history of the ticket.
HelpSpot is a fairly simple tool that has a friendly user interface. With it's more modern look, it made it easier for me personally to navigate and train team members on how to use it successfully.
HelpSpot allowed our team to view the responses section, which allowed our team to cut down on the time we spent responding to a ticket.

Cons

HelpSpot could use some improvement in the verbiage it provides for it's users. Words such as "closed" or "submitted" did not resonate with some of my team members who were not as familiar with the technology. It made it difficult for them to see the bridge between "submitted" and "send" among other similar language.
HelpSpot would be much more user friendly if the user could have folders within their queue to organize different emails that may need to remain in the queue for a longer period of time. There were times when we had to leave a ticket open and it would float around all of the other open tickets in the queue, which could sometimes cause confusion.
HelpSpot could benefit from having more thorough training sessions for it's users. Our team went through a training session with our tech team, which left many of our team members feeling overwhelmed. HelpSpot needs to be sure to go through some of the basics before it dives into all of it's capabilities.

Likelihood to Recommend

Verified User

Former Employee in Customer Service (10,001+ employees)

Vetted Review