HelpSpot for Basic Functionality

Publié le 03/11/2016
Clinton B.
VP
Logiciels, 2-10 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur 
4/5
Note globale
4 / 5
Facilité d'utilisation
2 / 5
Fonctionnalités
4 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: 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..

Avantages: Affordable
Basic Functionality Met

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

Flexible, Inexpensive and powerful helpdesk system

Publié le 26/05/2017
Jose V.
Director of IT
Enseignement supérieur, 51-200 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur 
5/5
Note globale
4 / 5
Facilité d'utilisation
4 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: 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.

Avantages: 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.

Inconvénients: 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.

Great, flexible Helpdesk Software

Publié le 11/02/2018
Johannes R.
Systems Administrator
Réseaux informatiques, Auto-entrepreneur
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur 
4/5
Note globale
4 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
3 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

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

Avantages: - 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

Inconvénients: - 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

Good feature set for the price

Publié le 25/07/2019
Anthony F.
Sr. IT Support Technician
Aviation et industrie aéronautique, 51-200 employés
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur 
4/5
Note globale
3 / 5
Facilité d'utilisation
3 / 5
Fonctionnalités
Support client
3 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Avantages: 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

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

I love using helpspot to support my endusers. It is an awesome piece of software!

Publié le 23/02/2018
David H.
System Admin
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix

Avantages: 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.

Easy and functional

Publié le 06/11/2018
Babatope B.
Web developer
Logiciels, Auto-entrepreneur
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
Support client
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

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

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

Great support tool

Publié le 11/10/2016
Jose G.
Provenance de l'utilisateur 
4/5
Note globale
5 / 5
Facilité d'utilisation
4 / 5
Fonctionnalités
4 / 5
Support client
4 / 5
Rapport qualité-prix

Commentaires: 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.