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A simple convenient tool
What do you like best about the product?
Simple UI helps improve our work, also the auto-save is helpful that will prevent forgotten of saving the job.
What do you dislike about the product?
It sometimes takes a long time to load a case, and when I'm going to input in the case, it start to load the case again, this is very frustrating.
What problems is the product solving and how is that benefiting you?
Outlook.com issues. The auto-save feature is helpful.
Recommendations to others considering the product:
Ease to use
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It can be helpful. Response time was pretty good.
What do you like best about the product?
I like that I'm able to get my questions answered without having to spend time on the phone.
What do you dislike about the product?
I don't like the waiting time. It can be a bit long.
What problems is the product solving and how is that benefiting you?
Just being able to help solve the issue in a timely manner
My customers know my business now
What do you like best about the product?
Helpshift is a good solution for giving support to customers.
What do you dislike about the product?
The integration sdk is a quite bad sometimes.
What problems is the product solving and how is that benefiting you?
The contact with my customers
Straightforward and simple
What do you like best about the product?
Helpshift allows cross platform views for users and can be tailored depending on business need. It can be used on multiple operating system environments and browsers. I like the overall interface and integration. The ability to look up teams and groups, as well as narrow down searches. It would be nice to see sections in "tabs" so that information is more organized in terms of groups. I also suggest ability to change themes. The ease of use is acutally something that we all like. Even if you have not gone through the full training on its use, by its intuitiveness, you would quickly get familiar with it.
has the ability to collect metadata with each Helpshift ticket. The metadata for Outlook.com will include information about platform, browser, and Additional information is available about settings and other features on the web client. The metadata will also include a list of self-help article(s) that the customer clicked to view prior to submitting the ticket.
The ability to segregate into queues is also quite helpful.CSS agents should tag each ticket worked with the appropriate tag used to resolve or escalate the ticket. Tags should also be used to categorize the type of issue reported.
has the ability to collect metadata with each Helpshift ticket. The metadata for Outlook.com will include information about platform, browser, and Additional information is available about settings and other features on the web client. The metadata will also include a list of self-help article(s) that the customer clicked to view prior to submitting the ticket.
The ability to segregate into queues is also quite helpful.CSS agents should tag each ticket worked with the appropriate tag used to resolve or escalate the ticket. Tags should also be used to categorize the type of issue reported.
What do you dislike about the product?
Just the aesthetic of it. Overall, the interface is quite user friendly. the way that information is arranged may need to be looked into.
There are reporting that can be filtered better . Analytics gives too broad of a view.
There are reporting that can be filtered better . Analytics gives too broad of a view.
What problems is the product solving and how is that benefiting you?
Trouble ticket management. Email related issues reported in by end users.
Recommendations to others considering the product:
None at this time
With helpshift i can manager my
What do you like best about the product?
The way i can see the cases that I have to work on.
What do you dislike about the product?
I think the user manual could be more specific for the solution provided.
What problems is the product solving and how is that benefiting you?
I manager customer access, with helpshift a can easily solve the customer problems.
Best Portal ever!
What do you like best about the product?
I love that we could get the reports about agent performance easily
What do you dislike about the product?
it would be better if we have drill through options in analytics
What problems is the product solving and how is that benefiting you?
reporting issues.
Awesome Tool
What do you like best about the product?
what i like is the smartview which makes the ticket organize.
What do you dislike about the product?
the reports, it does not include categories for issue codes.
What problems is the product solving and how is that benefiting you?
customer service and technical support issues
Recommendations to others considering the product:
easy to use and lightweight
Nice!
What do you like best about the product?
tool is fast and it was quick to understand
What do you dislike about the product?
to many issue codes which is very complicated.
What problems is the product solving and how is that benefiting you?
customer service
Recommendations to others considering the product:
quick and easy
Awesome!
What do you like best about the product?
The tool is easy to navigate and use. All necessary information to assist our customers shows on the tool which makes the task fast and efficient.
What do you dislike about the product?
Hmmm I don't see any thing for me to dislike. everything's perfect.
What problems is the product solving and how is that benefiting you?
Our company really likes the email ticketing.. very neat and simple to use.
Recommendations to others considering the product:
Highly recommended.
Best ticketing platform
What do you like best about the product?
what i like best is the simplicity of the workflow, it is easy to understand for us users.
What do you dislike about the product?
poor reports, no capability to export notes
What problems is the product solving and how is that benefiting you?
customer service and technical support issues
Recommendations to others considering the product:
simple and easy to navigate
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