Helprace Pros and Cons

Helprace has effectively united our customer support functions. By organizing all customer interactions at one location our workflows become smoother and our communication becomes more effective. Review collected by and hosted on G2.com.

I believe there are few choices for detailed examination. Current analytics do not specify essential details related to key metrics including agent effectiveness and ticket resolution. Review collected by and hosted on G2.com.

What I most appreciate is most about Helprace is its all-in-one platform designs, which integrates multiple customer service tools into one application. Its not only simplifies the management of customer interactions but also enhances the overall responsiveness of support teams. The design of the application is super friendly and esy to use. Review collected by and hosted on G2.com.

The reporting and analytics features should have to be improved more it only provide bacis metrics today. The more detailed report will be more benefitial for the users. Review collected by and hosted on G2.com.

Helprace offers an intuitive and user friendly interface ,making it easy for customers and support agents to navigate and use.It integrates with a wide range of third party apps and services that streamlines workflows and enhance productivity Review collected by and hosted on G2.com.

Helprace's mobile interface could be improved ,limitations on features and support requests Review collected by and hosted on G2.com.

Intuitive and easy to use. The admin panel has all the tools needed in servicing your clients. Tickets are easily organised and assigned, helpful customer support, advanced features, and a good value for the money. Review collected by and hosted on G2.com.

Lack of integration features and the community is still small Review collected by and hosted on G2.com.

it has ticketing system, reporting dashboard, best community forum, easy to use, integration with social media platform. Review collected by and hosted on G2.com.

less customization options, performance issue in terms of reports Review collected by and hosted on G2.com.

I like this software quite a lot because it is friendly and simple to use ... among the things that stand out the most I like the creation of tickets by the program by assigning a ticket to each user .. in this way the user and his user are easily identified requirement just by placing the ticket number ... the assignment of tickets seems to me one of the best functions Review collected by and hosted on G2.com.

really the program is very good however the free trial of this software leaves much to be desired ... that is, it should have all the full functions to test the product as you really want ... and how it really works in the paid version .. but not It is like this ... it only fulfills a couple of functions and you cannot see its full potential in the free version ... this is not good at all ... since for me and for my company it is essential to try a product before buying it .. . however we bet on the paid version and we are satisfied Review collected by and hosted on G2.com.

Great for customer support efficiency within a start up. Review collected by and hosted on G2.com.

No critical feedback at this point. So far it's been very helpful for managing our support knowledge base. Review collected by and hosted on G2.com.

Helprace is a great SaaS customer service solution that doesn't take much effort to start using. As a result, it's perfect for small to medium sized IT departments and depending on your requirements, can be used company-wide. Although it takes some time in getting used to, I love the filters and their ability to single out tickets I need right there and then. I can simply pull up all tickets with a certain property and that really speeds up our workflows. This is probably my most favorite feature.

- Love the macros, filters and other shortcuts that make ticketing a breeze. Smart spam system.

- Easy email integration and logically set up ticketing interface, good for those coming in from email.

- Ticket activity feed shows what the ticket's been through since creation (triggers, notifications, who worked on it, etc). Review collected by and hosted on G2.com.

- I don't like that in order to comment on the community or the knowledge base, the user must have an account (it depends on the client, but we'd prefer to keep friction/barriers low)

- The support portal could look better if I was able to change certain icons or text. The design is good, but it would be nice if there was more flexibility.

- I would like more integrations in the support portal Review collected by and hosted on G2.com.

The ticketing system is quite solid and it’s far ahead of email that most small businesses use. The selling point however is the community and the four-category feedback portal. Users can ask a question, report a problem, give praise and all of that is transcribed directly into the admin panel. It’s a great feature and I wish more helpdesk software had adopted this. Review collected by and hosted on G2.com.

There is really not much to dislike. I wish there were slightly better reporting but other than that it fits the bill quite nicely as far as my needs go as a small business. Perhaps later down the road I’d like to an introduction of macros, but that’s about it. Review collected by and hosted on G2.com.