Helpspot Reviews

Price is good, their support is good, and the product works well.

Time reports leave a bit to be desired. It's hard to slice and dice reports to learn how much time my techs are spending servicing each customer contract we have. No integration with other RMM or MSP apps.

Better and easier than Spiceworks, which is what we came from.

We can host our instance or go hosted if needed. We can customize the experience on both the IT and customer sides. Customization includes the portal look and feel as well as any email messaging.

Supporting 3rd party or external users is a little bit of a challenge. You need to choose upfront which type of user you want to support, internal or external.

There are other ticketing systems out there that do much more and are often overkill for support needs. HelpSpot provides a good solution that is not too basic and not overloaded with tons of features you won't use.

We operate our daily operations and user requests through this ticketing system. It has served us well for over 8 years. We're able to keep all of our requests in one place. We can track time spent, resolutions and overall productivity through HelpSpot.

I like the versatility that helpspot provides, along with the interactive work space that it offers. We are able to dynamically work on tickets and speedily resolve them. i also like how the user interface is easy to use and also aesthetically pleasing. Very clean, very modern.

It takes a while to update and show who is on which ticket. Also, sometimes it freezes and I will hit update like 3 times and it will post all of them. Also, there is a max to what size file you can attach, so if you try to attach a file that is too large, the ticket will glitch and you will lose any other work that isn't previously saved.

Helpspot is a unique tool that allows collaborative and efficient work to take place.

We help students, faculty and staff at CSUSM with all technical difficulties and when we are unable to solve them immediately, then we will create a ticket. The benefits are that multiple people can view all the information on tickets and assist wherever necessary.

It is simple and convenient to use. I like the analysis feature.

The merging ticket function is kind of tricky to use.

We use Helpspot to provide technical support to students on campus.

Helpspot is very user friendly. It is a quick and efficient way to maintain a successful help desk service. It is full of neat features that are easy to navigate.

I don't like that sometimes when we send email through helpspot the system wont send them.

Users contact us with all sorts of issues such ass account services and devise inquires.

I love that I can see if another team member is also working on a ticket as it helps to reduce redundancy and manage workflow. We also enjoy the Most Commonly User Responses tab as it helps to find our frequent used ticket replies

One thing I wish was better is the reports. It can be hard to navigate and difficult to show others. It would be better if we could pick and choose what teams tickets and responses we can see and then export only that into a graph or chart.

The biggest problem HelpSpot has solved for us is that we no longer are updating tickets on top of one another. If we can see at a glance which tickets are being worked on and which are not as well as see a history of who has worked on what.

The ease of use. Also, the cost of the software is very good.

Reporting features could use quite an improvement. I actually made my own.

Accountability.

There are a lot of automated responses that can be custom created to help ensure our IT department knows where any open issues stand and to whom they've been assigned

Would like it if there was an apple watch application that would make it easier to review and update tickets on the go

This is a great tool if you want to control the flow of inbound help desk requests

We were having trouble capturing the load of internal issues and have deployed this tool to help capture that information.

Sometimes, when it is necessary we can host our own instances or we can use this as our hosted service. On both the IT and Consumer sides, we are able to personalize our experience. The design and feel of the portals, as well as any email messagiung, may all be customized.

Sometimes the screen get freezed and it takes a long time to get back which is quote irritating for me.

We have used this software for our daily operations ad user request through the ticketing system. It has helped us over the years but now since it lacks some features and we want advanced features for our operations we have switched to other software/.