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 answered by available articles. It also offers tools to create a self-service help desk for clients. Users can also document SLAs and distribute them to clients.

Help Sumo is available on a per agent per month basis.



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Supported Operating System(s):

Web browser (OS agnostic)

12 Reviews of Help Sumo

Average User Ratings

Overall

5.00 / 5 stars

Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

Ratings Snapshot

5 stars

(12)

4 stars

(0)

3 stars

(0)

2 stars

(0)

1 stars

(0)

Likelihood to Recommend

Not likely

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Showing 1-12 of 12 reviews

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February 2019

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

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

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

4 of 5

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

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

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

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

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

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

4 of 5

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.

July 2014

aaidy from call center

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

July 2014

Best Support Software Out there

Help Sumo allows you to automate everything, which is amazing. We handled all of our support with 4 full-time people handling over 200 requests per day.

July 2014

amia from it flex

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

5 of 5

July 2014

Simple to use

Finding and being able to show the business the users and processes that seem to require most of the IT staffs time.

July 2014

willam from DNERSOV

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

July 2014

user friendly,fast and secure.

The software helps us to improved business. better to use and simpler to be say, I was satisfied with it.

July 2014

Devi from Pantech

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

July 2014

Good Support

The product is good. The support for the product is also satisfied

July 2014

angellia from sticker shop

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

July 2014

Good for basic needs and stable solution

It's a great tool for online customer service support.

July 2014

Ashlin from MMC Infotech IT Solution Private Limited

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

July 2014

Good Support

The product is too good. They provide a good Support.

July 2014

corn from cell shop online

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

July 2014

Love their help desk service

Great usability, great support from helpsumo too.