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Useful and Powerful
What do you like best about the product?
ticket collaboration and fast response..
What do you dislike about the product?
what i dislike is the reports and the automation
What problems is the product solving and how is that benefiting you?
customer service
Recommendations to others considering the product:
flow design is simple and easy to understand
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Best platform for email support
What do you like best about the product?
Best thing i loved in helpshift is the search query function where you can easily check all the old cases with good survey
What do you dislike about the product?
Well i guess the capability of helpshift to read colored tx email.
What problems is the product solving and how is that benefiting you?
Outlook.com
Satisfied user
What do you like best about the product?
All the features and functionality of the helpshift. Easy to navigate and search information within helpshift.
What do you dislike about the product?
Maybe the sudden disconnecting from the server.
What problems is the product solving and how is that benefiting you?
Customer Service Tickets
Recommendations to others considering the product:
Platform is simple and easy to understand.
While Helpshift is a powerful tool, lag while using the toold kills productivity.
What do you like best about the product?
Customization of the report and easy access.
What do you dislike about the product?
Lag while working on helpshift. Multiple people have provided feedback that the tool is bit slow which impacts productivity of the individual agents.
What problems is the product solving and how is that benefiting you?
Connecting with the customers.
Recommendations to others considering the product:
It is a great tool and with minor adjustments, it can be the perfect business solutions.
A Good Platform, Could Use Some Improvements
What do you like best about the product?
I liked how it was easy to insert private notes between different agents within tickets.
What do you dislike about the product?
I disliked how clunky search queries are, they all had to be formatted in almost seemingly VBS code than normal natural language. Metadata from end users does not auto-update with newer, relevant information.
What problems is the product solving and how is that benefiting you?
We were aiming to solve end user issues using a mobile email app. What we found beneficial was how to underscored our need to expand rapidly than what we were at initially.
Recommendations to others considering the product:
If you aren't recieving tickets that have variable end user metadata (such as an app version is on 3.0, an agent requests them to update to 4.0; the agent will not see this change unless a new ticket is created), HelpShift is a worthwhile consideration.
Gives lot of information
What do you like best about the product?
Smart views, Analytics, Video tutorials, settings, status
What do you dislike about the product?
Can have better layout and also experience can be improved
What problems is the product solving and how is that benefiting you?
Ticket system for for our product
Neutral User
What do you like best about the product?
I love how easy it is to navigate with the ticketing system. There’s no clutter and user friendly
What do you dislike about the product?
That 80% of the time HS is slow. When you are working it would suddenly lag and need to reload the page everytime.
What problems is the product solving and how is that benefiting you?
I haven’t reached out to Helpshift, not at the moment. But if ever I will, I would probably suggest to have the option to mark any public reply as private, because you never when you’ll be needing this feature. For privacy or security purposes.
But so far, I’m okay with the interface. I feel like there are lots of improvement and what we are currently using is quite satisfatory.
But so far, I’m okay with the interface. I feel like there are lots of improvement and what we are currently using is quite satisfatory.
Helpshift is clean and easy to approach and use.
What do you like best about the product?
From a helpdesk technician virepoint Helpshift is incredibly easy to navigate with very little guidance.
What do you dislike about the product?
The admin panel Helpshift could definitely use some work in terms of simplifying the steps needed to create custom views.
What problems is the product solving and how is that benefiting you?
Using Helpshift we are solving a ton of issues at the start (the customer) and using the data received from Helpshift to identify bugs and resolve server side issues.
Recommendations to others considering the product:
I think ensuring that Helpshift is the proper product fit for you is absolutely the most important step when condsidering a Ticketing platform. They each offer a unique set of functions that should be weighed before settling on one option.
Good Software
What do you like best about the product?
Helpshift is a great software at times. It does buffer but that normal for software. But still a great way to keep things organized and keep it professional. I do like to see what is the main issue that is occurring with the issue and such. It's a good software.
What do you dislike about the product?
What I do dislike about the app is that it does leg but that's normal. Sometimes when working on cases, when I work on an issue and resolve it, I scroll down and it shows the newest cases while I have to work the old one.
What problems is the product solving and how is that benefiting you?
I am learning a lot of information regarding the program. It helps me with the organization aspect.
Helpshift is very helpful.
What do you like best about the product?
I like that Helpshift pushes you to seek the resolution and teaches you to resolve issues within one response.
What do you dislike about the product?
That cases get closed after 3 days unresolved with no response from the guest.
What problems is the product solving and how is that benefiting you?
Helping with keeping the guest happy so that they continue to shop with us online or in-store. Benefits from Helpshift is that we work together as a team resolve matters to keep our guest happy.
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