




Email ticketing





Supported Operating System(s):
Web browser (OS agnostic)About Help Sumo
Help Sumo is a cloud-based help desk system suitable for all industries and businesses of all sizes. It offers key help desk functionality such as email ticketing, live chat, a self-service portal and service-level agreement (SLA) policy management.
Help Sumo’s email ticketing module allows users to reply, change, print and resolve multiple emails at once with triaging and mass action features. Email merging, cloning, splitting and smoothing are also offered. Emails are automatically monitored to determine ticket frequency and question type, which can help users to develop a knowledge base.
Users can build customized FAQs and knowledge bases. Help Sumo tracks the articles clients use, as well as questions that are not ans...
Email ticketing
Supported Operating System(s):
Web browser (OS agnostic)Average User Ratings
Overall
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
Likelihood to Recommend
Not likely
Very likely
February 2019
Anonymous
Company Size: 2-10 employees
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
4.0
Functionality
5.0
February 2019
Easy and cost-effective support system
An easy-to-use and cost-effective helpdesk solution that you can use without any training.
Pros
Help Sumo is a perfect support system for startups, bloggers, and small businesses. It offers you with almost everything that you’d get from a big support system like Zendesk but it is way too cheap. It offers email ticketing, live chat, self-service, data encryption, unlimited storage, and much more. The best part is that it is a hosted helpdesk tool which makes it a perfect choice for small businesses.
Cons
It needs regular updates and the team needs to add more advanced features that are suitable for medium-sized businesses.
July 2014
selva from ajsquare
Time Used: Free Trial
Review Source: Capterra
Ease-of-use
4.0
Customer support
4.0
July 2014
Very flexible and makes managing a lot of support data easy
Help sumo allows us to manage a ton of support, developer and product backlog data in one place and is very open ended so that we can add whatever data we see fit. It has made it possible to run a lean support team while experiencing large company growth and not let anything go overlooked. We switched to their help center for all product documentation, which was much easier than building out our own site, and it allows for quick addition of new content. Also, helpsumo as an organization is very receptive of feedback and will turn around and build what people ask for. They truly listen to customers.
July 2014
karthick from nbays it solution
Time Used: Free Trial
Review Source: Capterra
Ease-of-use
5.0
Customer support
5.0
July 2014
Good feature set, meets basic needs, easy to use.
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 is solid and meets our needs. We went live with our internal help desk concept using issuetrak and i have no regrets. It is a great solution for the price. Basic features are easy to configure and you can almost go live with defaults.
July 2014
aaidy from cake hunt
Time Used: Free Trial
Review Source: Capterra
Ease-of-use
5.0
Customer support
5.0
July 2014
Every day is a cool day with helpsumo
With Helpsumo I'm finally managing my email, instead of letting it manage me. The benefits are the ability to automatically find that 20% of one's email that when resolved, takes care of 80% of your daily workload. All of this while leaving plenty of time during the day for those projects that I'd never have time for otherwise!
July 2014
john from willems work shop
Time Used: Free Trial
Review Source: Capterra
Ease-of-use
4.0
Customer support
4.0
July 2014
Possibly the best customer service management tool, depending on your needs
Reduce customer support, improve the support experience for customers, and make the agents more efficient at solving their tickets. We went from 80% customer satisfaction to 98% customer satisfaction within a year and helpsumo was a huge part of this customer delight project that made this shift possible.