When you think help desk, think HelpSpot. It’s designed to handle anything you want to throw at it. Email support, phone support, web support – you name it, it can handle it. There’s a reason why big teams like Campaign Monitor and the University of Michigan use it and trust it.
The basics
HelpSpot covers all the basics really well. Your queue is easy to organize and see what’s going on at a glance. You’ll be able to pull questions in from emails, your web portal, even your own setup using the API. As you grow, it’ll scale right along with you. Throw thousands of support tickets a day at it and watch it handle them all.
You’ll be able to set up workflows to handle the inflow of tickets. There’s triggers and automatic notifications to make sure you never miss anything. Those also come in handy for meeting any SLAs that you have with customers.
HelpSpot is for customer support what Outlook used to be for email (back when Outlook was the defacto email app). It’s the whole deal that’s able to handle any level of support that you want to provide to your customers.
A few things of note
There’s a few things that HelpSpot does that most of your other support apps don’t.
First up, they have a time tracking tool. You’ll be able to see how much time your support reps are spending each day answering cases.
HelpSpot also has a handy little reminder feature. Set it to send you an email reminder for follow-up calls or any other to-dos that you need to do for a case.
The last is one thing you rarely see with today’s support apps. You can actually host HelpSpot on your own server. You actually own it rather than just renting it from some company. That’ll make your IT team breath a little easier.
Pricing
It’s a one time charge that starts at $299 for one license. If you want free upgrades and support, they’ve got a $69 per user per year support add-on.
Final Verdict
A very solid support app for your team. It really shines with bigger support teams in an IT setup situation. But you can definitely use it for smaller teams too.
It’s a free 45 day trial with absolutely no strings attached. Go check it out at helpspot.com!
This is part of the Customer Support App Review series. Read more articles in the series.
We tried out several helpdesk solutions like liveagent, kayako, h2desk and hesk and finally settled on Helpspot because its great stability and unlimited flexiblity. Ian and Rebecca also provide great support for their script which is also handy from time to times.
It’s also possible to purchase themes to style the admin side of Helpspot via http://www.jadove.com/helpspot-admin-themes
Awesome! Thanks for sharing!