This software allows us to manage our helpdesk requests fairly easily and efficiently. We've used it for 5 years now. Updates are published fairly frequently which is a plus.

The UI is fresh and modern. The system is easy to use and can be adapted to your organization fairly easy. We haven't had to contact support much, but when we have, the experience has ben exceptional.

Emailing external customers or outside vendors from within the system seems a little clunky. I believe you have to choose to use the system internally or externally when setting up. If you choose an 'internal' type setup, you might have issues sending responses to users outside of your organization.

Allows users to submit tickets via web portal or email, can then forward notification to entire team. Pricing at our user count is very competitive

Seems to lack certain customization. Seems to have internal errors on semi-regular basis, on the average of every few months.

Helpspot has been a mainstay in our support stack for many years. It performs about how we expect it to.

I like that usability from a tech perspective is fairly good. We have been able to pare back some customization as the software improves and no longer requires certain workarounds.

I feel as though there are better more fully featured alternatives available today. I think we could maybe use more integrations with systems we already have in place.

Love the cost of ownership of helpspot but constantly left out to dry when we dry to deploy it beautifully. Our knowledge base out of the box looks like it is from the 1980's.. even the form is pretty ancient with its interaction. The funny thing is they hired someone to make their website/helpdesk experience look great, but never offered that same service to their customers.... ? Other helpdesks have preposterous high cost per user rates, this is an great annual cost effective solution but if you are looking for smooth integration and fun features, look elsewhere. What are some features missing? popup chat widget, integrated help submission for authenticated users, sexier UI..

Affordable Basic Functionality Met

Hosting Separately is a Pain and Additional IT nightmare keeping updated No Bells and Whistles (widgets) Old UI

Faster response to customer tickets. Unclutters your personal mailbox. Free for up to three agents. Great piece of software.

- The ability to serve more than one support mailbox/company/product, completely seperated - Multiple support request portals possible - automatic assignment based on rules - flexible reporting - flexible authentication - pricing

- It is not possible to postpone tickets (like: user files a ticket and leaves for vacation. Then the ticket sit´s weeks in your inbox, thus spoiling your statistics) - PHP-Code is obfuscated. So it is not possible to add new features on your own - Backend needs some overhaul

I've been a HelpSpot user for over 12 years now. I personally never recommend anything else.

HelpSpot is simple to setup and use and provide just the right amount of out of the box power.

I think more customization in reporting would be beneficial.

The things I really like most about this software is the intuitive interface you have to work with. Support for this software is top notch. I guarantee you will always speak to a support representative that will be very knowledgeable about the software that he/she support.

Overall, HelpSpot is a great foray into the ticketing and issue tracking world.

Ease of use. Simple and no nonsense program.

The details within all the settings could get a little too complex for the everyday use.

Tiered pricing that makes it affordable to add support analysts on the fly.

Nothing. It is perfect for our needs and has no costly bloated features.

Found this tool easier to use and figure out than SalesForce for support. Finding, assigning, and following tickets its a breeze with this application. I really like that you can customize the UI and other several options.