Helpshift Pros and Cons

Query system is good, and it's easy to learn Review collected by and hosted on G2.com.

Broken functionality, can't export queries, kb ha no analytics, API lacks drilldown functionality, suppott is bad bad Review collected by and hosted on G2.com.

It helps us respond to customers very quickly. Review collected by and hosted on G2.com.

Algorithms, sometimes it doesn't add right issues to my que. Review collected by and hosted on G2.com.

Helpshift is great to use because it's so commonly adopted, customers understand the interface very well at this point. Review collected by and hosted on G2.com.

I have no real complaints about helpshift at this point Review collected by and hosted on G2.com.

the ability to integrate with other systems via Helpshift APIs Review collected by and hosted on G2.com.

To easy to accidentally respond to customer when wanting to do a private message. Review collected by and hosted on G2.com.

Helpshift helps me to be able to help multiple customers at once because the message is automatically saved so I can go back and forth between issues without a problem. I also like that the information is displayed on the tab so that I can see how many issues are coming in even when I am not in the same browser. Review collected by and hosted on G2.com.

I wish that the visibility was better in Live Chat since sometimes issues can get lost since all of the new issues don't go to the same spot depending on the queue. Review collected by and hosted on G2.com.

In-app implementation is alright. There is nothing special about Helpshift Review collected by and hosted on G2.com.

Can’t merge tickets, no standalone mobile app, can’t selectively suppress satisfaction survey, hate reject function, not enough placeholders in macros, bad ui Review collected by and hosted on G2.com.

I love that i can feel like I am helping multiple people at a time because I am able to pop in and out of conversations with ease. It is a great way to help many people efficiently. Review collected by and hosted on G2.com.

Sometimes issues can get lost because of the way that the different queues are situated for our live chat. Every once in a while, someone is forgotten so it would be helpful if there were clearer reminders or alerts of where issues were located. Review collected by and hosted on G2.com.

I love their Live Chat and how easy their staff is to work with. They are super helpful and have great ideas on how to make things work with your customized needs. Review collected by and hosted on G2.com.

They've gone through a lot of changes in the last few years, but they're definitely making improvements and I'm happy with the direction they're taking. Review collected by and hosted on G2.com.

I love their Live Chat, their Analytics, and how responsive they are in our requests Review collected by and hosted on G2.com.

I wish they had SMS Text Support and I wish they had more personalization with the ability to do a profile pic avatar and stuff like that for Live Chat Review collected by and hosted on G2.com.

The ability to be able to freely manage incoming tickets. This, compared with other products, gives you a lot more freedom in this case. Review collected by and hosted on G2.com.

The lack of a 'PLAY' button that would automatically assign a ticket to an agent Review collected by and hosted on G2.com.