HelpSpot help desk software goes beyond mere efficiency: it makes your help desk better.

The unique design and workflow enables your support staff to solve problems the first time and easily manage many requests from multiple sources. Beyond simple help desk software, HelpSpot is an entire web based help desk portal; providing your customers with powerful self-help functionality that drives down cost and improves customer experience.

A help desk software solution that covers all the bases

• Email integration instantly turns emails into requests
• Integrated web form and self service portal
• Easy to use request management and tracking
• Modern web based user interface
• Built in reporting
• Complete API for integrating with your software and systems
• In active use by hundreds of startups, small businesses, non-profits, K-12, Universities and Fortune 500 companies

Built for ease of use

Our dedication to creating a simple but powerful user interface means your team can get started using HelpSpot in minutes — weeks of training not required. A plethora of innovative user interface features such as color coding, dynamic viewing of request details from your queue, and fully customizable queue views ease the workflow for staff.

We've applied this same principle to the integrated customer portal by empowering your customers with built in knowledge books and forums, accessible through a user-friendly interface.

Unlike many other web based help desk software offerings, HelpSpot was conceived from the ground up as a web based help desk software application. It makes use of the latest web technologies like AJAX, CSS, and Javascript to provide a fluid browser based experience. HelpSpot is fully RSS enabled; letting you check on requests and forums from any RSS enabled software or device.

Integration is the key....

Effective management of your customers inquires depends on tight integration of information from various sources. HelpSpot email integration is a snap with built in POP and IMAP; allowing you to seamlessly pull email inquires from any support mailbox. Powerful bayesian SPAM filtering identifies and removes SPAM emails keeping them out of your request queues. The integrated portal offers a web based alternative for request submissions. The powerful Live Lookup API allows real time, access to customer information stored in other IT systems.

Supporting your unique help desk needs

We understand flexibility is key to meeting your unique business needs, which is why you can add an unlimited number of custom fields to track request data. Five types of custom fields give you the flexibility to hold any type of data and because custom fields are tightly integrated, like other request data fields, they can be shown in the help desk portal as well as reported on and filtered against.

Who's HelpSpot for?

Any businesses looking for a customer service/help desk solution that will improve and manage the interactions with customers. HelpSpots current customer base includes: formal help desk groups, not-for-profits, e-learning teams, educational institutions, software and health care companies.

What does HelpSpot bring?

Ease of use - leveraging modern web based technologies for an improved user experience, for staff and customers alike.

Integration - pulling support inquires from a variety of submission points and real-time inclusion of other IT data.

Flexibility with customization - well designed customer fields and reporting tags allow for the flexibility you need in a reportable format.

Quick technical highlights:

• Installs in 10 minutes
• Runs on all platforms (Windows, Linux, Unix, Mac)
• Supports Microsoft SQL Server 2000/2005, MySQL, and PosgreSQL 8
• All data and files are stored in the database making backups easy
• Integrates into single sign on systems

Get your HelpSpot hosted

We've partnered with Engine Hosting to provide hosting that's specifically tailored to the needs of HelpSpot. Engine Hosting will install HelpSpot for free and for a low monthly fee will install upgrades for you; providing a full service on-demand help desk solution.

Learn more about HelpSpot hosting

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