Helpspot

/5

What is Helpspot and how does it function? Helpspot is a software designed to assist with help desk operations. It transforms incoming support requests into tickets, streamlining the process for support teams to handle and address issues. It offers more advanced features compared to using basic email accounts for support queries. HelpSpot provides the necessary tools for managing support requests and keeping teams coordinated. It organizes tickets in a centralized inbox, allowing agents to view all incoming requests in one place and assign them to themselves or others. Once assigned, tickets are removed from the central inbox and appear in the Agent Queue, providing clarity on ownership. Agents can communicate internally within a ticket using internal notes, eliminating the need for external messaging apps. Real-time collision detection alerts agents if another agent is viewing or working on a request, helping streamline team workflows. In addition, HelpSpot offers pre-approved email templates, an internal knowledge base, customer self-service portals, reporting tools, and automation rules as additional features.

Helpspot Pricing Model

Free Trial , Subscription

Helpspot Screenshots

Features

Help Desk Features, Incident Management, Multi-Channel Communication, Macros (Templated Responses), Document Storage, Customizable Branding, Ticket Management, Knowledge Base, Contract (SLA Management), Community Forums, Alerts (Escalation), Self Service Portal, Social Media Integration, Surveys & Feedback, Known Issue Management, Automated Routing, Live Chat

Technical Details

  • SupportBusiness Hours
  • Customer TypeLarge Enterprises Medium Business Small Business
  • API
  • Location / Phone NumberPoughkeepsie
  • New York / +1 845-533-5044
  • DeploymentSaaS/Web/Cloud Mobile - Android Mobile - iOS
  • Official Website https://www.helpspot.com/help-desk-software
  • CategoryHelp Desk Software

Author

Picture of David Bond

David Bond

Senior editor

David is a well-known advocate for the implementation of cloud-based solutions and automation tools for small businesses. He strongly believes that this technology solutions for small businesses and startups are the thing that provide true edge on the market. He writes primarily about project management and sales software.

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