HelpSpot saved our customer service

It's easy to build an adequate help desk application (we almost did), it's hard to build a good one, and it's especially difficult to build a great one. One that not only doesn't get in our way, but actually makes us more productive, more efficient, more effective and better serve our friends and family (or what some people call customers). One that will run on our setup, with our databases, one that can be made to look and feel like us and one that'll teach us new and better ways to work together.

HelpSpot?

HelpSpot is a Great One.

Jason A. Hoffman
CTO of Joyent Inc and Co-founder of TextDrive

Simplicity, set-up, configuration, and pricing

I'd like to say that of the number of helpdesk systems we looked into, ranging from the off-the-shelf expensive systems to completely 'free', your product was the best looking, simplest for both the customer and the staff, the quickest to set-up and configure and reasonably priced. I'd also like to say that the responses we've had from you to our questions have been timely and extremely useful.

John Briggs
IT Manager University of Surrey

After struggling with email clients to handle our support, HelpSpot has been an absolute godsend!!

After struggling with email clients to handle our support, HelpSpot has been an absolute godsend!! Features such as prepared responses and the ability to have multiple staff easily handle support requests has not only saved us a huge amount of time, but has increased our service level since it's impossible for a customer request to go unnoticed.

Innovative reports allow us to easily track our busiest support hours/days, and reporting tags within each request allow us easily report on which area of our application are causing the most support requests, ultimately resulting in improvements in our software.

After 50 days, and over 600 support requests, I wouldn't dare imagine life without HelpSpot.

Ben Richardson
CampaignMonitor

Invisible Man

After switching to HelpSpot (vs managing it all via email clients) our ~18 person support team feels like it gained an invisible full time employee.

Paul Tiemann
CTO, DigiCert, Inc

HelpSpot is clean, simple, and awfully good

I have to say that I have been looking at help desk software for our organization (500 desktops, 700 users) and HelpSpot is clean, simple, and awfully good.

I have been looking at Remedy, Footprints, etc, etc, etc.

Sometimes you just want something straightforward and capable and I think we have finally found it.

Nate Keegan
IT Operations Manager City of Prescott

I have recommended Helpspot

As we continue to grow our helpdesk, I intend on continuing to use Helpspot as it has not only helped our customer service for our online clients, but it has also made our lives easier...I have recommended Helpspot to various people inquiring about helpdesk solutions and will continue to do so. Helpspot is not just a product for us. It is a way of helping to ensure our users have a great experience with our online training.

Brandon Wilch
American Red Cross of Greater Indianapolis

HelpSpot out of the box

We needed to have a low-maintenance, easily deployable & usable system that allowed us to process (customer inquires) efficiently. The HelpSpot interface is really all that, even out of the box.

Nik Fletcher
PR Ninja of Realmac Software

Functions found in much more expensive systems

The HelpSpot request manager has been a tremendous help to Carlisle Medical. This system is very flexible and provides many functions found in much more expensive systems. Not only is this a great product but implementation and service have been excellent. Your associates have handled any questions that come about with flying colors. We look forward to a long term relationship with UserScape.

Jeff Carlisle
Carlisle Medical

Small company, BIG support needs

I just wanted to say how much I appreciate your product! While our company may be a small web hosting company, our customers support needs are anything but small. HelpSpot has turned out to be an ideal solution for providing technical support. Your product has enabled our small team to streamline our support process, to more effectively communicate, and ultimately to resolve issues in a more timely and professional manner. Thank you!

Greg Kops
Technical Director Elucid8 Design

We simply could never live without it

I started my professional career in IT in 1995. Now that we are starting to more fully utilize HelpSpot (forums, KB, responses, etc.) I must say that it is by far the best help desk tool I have ever evaluated and/or used. We simply could never live without it.

Matthew Foust
Audiofile Engineering

This program blows away the competition

After trying out 30+ helpdesk type programs, I came across 'HelpSpot'. Am I ever glad I did! This program blows away the competition.

I was looking for a very configurable program, that would not only be used for a helpdesk, but also could be used as an estimate request type of program.

HelpSpot definitely fits my needs. Included is a lot of features that you don't find in other programs. One of my favorite features is that I have the program configured so the automation rules actually email customers after a set amount of days. I've gotten quite a few jobs from just the program doing these automated emails. A great way to drum up business! Another great feature is that I was able to make use of the 'filters' to 'sort' them in specific categories so I can quickly find jobs in , jobs on the way, jobs recently shipped along with other filters I use.

For the 6 months previous to using Helpspot, I had been using another program that did the job, but that program didn't have the capabilities to come even close to what HelpSpot has. I had 2000+ requests on my previous program, so you can see the need to upgrade for a true professional program!

After downloading, and setting up the HelpSpot trial version, I knew this was it! Even though you get a 45 day trial, I ended up signing up for 2 users the same day I downloaded. I've been using it since June of 07 and the program has run flawlessly! The support is also second to none.

Ian has done a tremendous job with this program! Version 2 has some excellent upgraded features that I didn't even think I would use, but found out that they actually helped make the emails and estimates flow even more.

If you are in the need of a great helpdesk program, look no farther than UserScape's HelpSpot!

Scott Farrell
Attitude Custom Painting

I LOVE HelpSpot!

• HelpSpot's interface is so clean and logically laid out, that I had most of it figured out within the first day.
  
  
• HelpSpot's use of PHP as its foundation provides us with the kind of flexibility that no other helpdesk system offers...the customization options are endless!
  
  
• My technicians and I have evaluated several other helpdesk solutions on the market, and I can tell you that without question, HelpSpot has more flexibility, more features, and better performance than the completion and at a fraction of the price.
  
  
• HelpSpot's pricing model is perfect for small and large IT shops, and does not force you to pay outrageous monthly fees.
  
  
• HelpSpot is one of the few solutions on the market that is multi-platform/OS-independent, and respects the fact that some of us out here don't use Windows. I've tested HelpSpot in Safari and FireFox, and it works perfectly and predictably on both browsers!
  
  
• HelpSpot is fast, beautiful, and thoughtfully designed. I actually look forward to using it on a daily basis.

Aaron Schacht
Owner of Canyon Computer Services

Maintaining service level

Our staff was cut in half and HelpSpot has allowed us to keep the service level close to what it was before the staff reduction.

Loren Erwin
Victoria Advocate

Truly Excellent

Just dropping you a line to say that the new version is truly excellent and upgrading was a breeze! Quality software, with great support and at a fair price.

Edward Bradburn
Freelance Translator

Helpspot makes this easy

We've integrated HelpSpot with Jira (our bug tracker) so we can quickly push requests from HelpSpot into Jira for further processing...Our policy is that no customer request should just be resolved but preferably there should be a follow up action so it won't be repeated. Helpspot makes this easy.

Henrik Goldman
Owner, X-Formation