Helpshift Pros and Cons

Easy access for customer

Improved communication

KPI Tracking

Stats Review collected by and hosted on G2.com.

Tickets from the App and Web should be possible to merge under one account. Review collected by and hosted on G2.com.

Helpshift offers good two-way communication between the user and support people. Helpshift regularly updates its SDK to improve the user experience. Review collected by and hosted on G2.com.

Nothing much I can say that I dislike about Helpshift. But there is the scope of improvement in terms of push notification that Helpshift sends. Review collected by and hosted on G2.com.

I like that I am able to communicate with clients and If I need to review past conversations I have access to them. Review collected by and hosted on G2.com.

I don't like when you close a chat with a client, they can come back with another question but there is no notification that the client came back to the chat. Review collected by and hosted on G2.com.

It's pretty straightfoward to learn and use, and the bots are helpful for managing tickets. I also like the tagging and smart view options. Review collected by and hosted on G2.com.

I wish it was easier to sort tickets in different ways, like 'date created' so that it's easier to organize in ways that help me. It would also be helpful to know how much time an agent is spending on each issue.

For the FAQ/knowledge base, it would be really nice to be able to see what keywords people are looking up most frequently. Review collected by and hosted on G2.com.

Helpshift is just so easy to use that when we are training new agents in using it, they are able to grasp everything so easily. Also, making reports, filtering tags and issues are also easy to do and see using helpshift. Sorting tickets is also made easy and this is so important in our line of work since we have to know which where our priorities are falling into. SLA is really important in our line of work, so being able to track these tickets is really important to us. Review collected by and hosted on G2.com.

I hate the fact that sometimes, resolved tickets remain in the queue. Resolve tickets should no longer be seen in open queue. Review collected by and hosted on G2.com.

helpshift is effective in terms of queue and workflow management. I especially like how well it integrates metadata from supported mobile apps and games. I was not able to fully test integration to external tools like JIRA but as far as feedback goes my people have loved the simplicity and ease of use both on a supervisory and agent level.

As an administrator, I especially like how easy it is to add/remove people from different teams with varying access levels.

I also like how easy it is to manage tags. The filtering system is wonderful and the FAQ creation and management system is superb

PowerBI is fast and accurate and overall I would recommend Helpshift to anyone. Review collected by and hosted on G2.com.

The lack of report automation features and a mobile app. I am not entirely sure if this is something that is at all present currently but just for comparison, zendesk has gooddata which I use to generate automated daily reports. This has cut down report generation time to half of what it normally takes. Review collected by and hosted on G2.com.

Helpshift is very helpful and easy to access, with analytics as well to review incoming tickets and other information. Catering players also comes easy with ready-to-send FAQs and easy-to-use response fields. Setting up new members also come easy with just their email addresses. Viewing tickets also comes at ease with the contents of a support ticket all in one place. Review collected by and hosted on G2.com.

There's actually nothing to dislike about Helpshift. Everything is prepared. What I probably wish to see in Helpshift is easy exporting of data, particularly ticket data, for external review. Review collected by and hosted on G2.com.

One of the most important aspect when you're an agent handling tickets is to be able to move rapidly to the next ticket. For example, I usually send around 50 to 60 emails an hour. A delay of 10 seconds when moving to another ticket would significantly reduce my overall productivity, as it can quickly add up. On that aspect, Helpshift is really fast and efficient. Review collected by and hosted on G2.com.

I wish Helpshift would make more statistics available for its agents, as well as the ability to create custom macros from the agent's side. I'd love to be able to see by myself how many tickets sent in a day, in a week, or in a month.

We have macros available to the whole team, but it'd be great to have keyboard macros as well. Review collected by and hosted on G2.com.

The organizational process is relatively easy once you learn the work flow.

Shortcuts like Quick Replies and accessing FAQ entries (both published and unpublished) expedite time spent on support.

The Analytics section covers all the baseline info I like to see and more. Review collected by and hosted on G2.com.

Too many SDK updates. I dislike having to beg engineering for devoted time to updating SDKs.

FAQ is limited in depth. I would like to see more than just Section > Question & Answer. Example: Section > SubSection > Question & Answer. Review collected by and hosted on G2.com.

Clarity of the interface is my favorite part Review collected by and hosted on G2.com.

Focus is shifting away from customer support Review collected by and hosted on G2.com.