Helpshift Reviews & Product Details

the ability to integrate with other systems via Helpshift APIs

To easy to accidentally respond to customer when wanting to do a private message.

Web and mobile app product support. iOS app product and web support via SDKs. Speed of identifying customers and responding to issues.

Great tool used by our agents to respond to player issues. Awesome tagging system and CIF that we can use to track player issues being reported and do thorough analysis based on the data being captured. Amazing FAQ section that can be created using the tool. Very useful to avoid having huge spike in volume when there are outages in the game. Survey system is very useful and helps gauge the player experience and satisfaction rating for the support received.

Tagging new issues is a concern. Agents need to manually tag each issue apart from the automated tags. We should have a way to automatically read keywords in the issue and automatically assign tags to the incoming volume of tickets.

Great ticketing management system. Great survey system in the tool. Useful and easy for players to rate the quality of support received. Amazing analytic tools to understand the health of the game and metrics of each agent and incoming volume. FAQs and game content can be created from inside the tool which is very useful in game for the players.

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.

I hate the fact that sometimes, resolved tickets remain in the queue. Resolve tickets should no longer be seen in open queue.

Lots of problems are being solved using helpshift. One is just our day to day tickets. Also, being able to see the data and statistics for our reporting is very helpful.

The most helpful thing is that when a customer replies to a case, the agent that worked the case gets it opened right back to them. You don't have to sift through tons of back/forth between the customer and other agents to determine what has been done, what the problem is, and what is still left to do. Smart views are brilliant too.

My only dislike is that there isn't an agent accessible reporting option. Administrative reporting is fine, but I would love some limited reporting options for each agent to access for their own case load. Also not sure why we don't have reporting on tags-so we can see how many cases have a specific tag applied. This would greatly help improve trend tracking. There should also be an easier way to convert or copy an in-app case to an email case when the customer requests such instead of having to create an entirely new case by hand.

Communication with customers of course. Helpshift lets us offer several ways for our customers to contact us.

They delivered my product quickly and the quality of the product is good.

I have no comment at to what I dislike at this time.

No problems, cool tshirt program.

I like the ease of filtering cases, the searches are extremely fast and easy to understand. Besides, the possibilities in bots are something that pleases me a lot. The recent update for real-time bot changes has greatly increased work efficiency.

Not being in real time the information that another agent is on the same ticket, ends up harming. There have been cases where the same answer was given twice by two different agents.

Problems related to games mobiles of all kinds, shopping, bugs, performance etc. The number of tickets solved was much higher compared to the previous tool, agility is great.

I appreciate the ability to sort and bulk responses with ease. Adding tags and sorting of current data is very easy. You can also automatically tag tickets and assign them to queue with minimal automation programming.

I either do not possess the knowledge, or Helpshift does not have the ability for detailed reporting. If you only need generalized reports/sorting abilities, I would recommend this product.

Organizational problems are solved with sorting. Large Volume tickets can be grouped and resolved quickly.

The team behind Help Shift was absolutely amazing when going through set up, as well as through contracting. Because of the increased cost we were incurring over ZenDesk, the team was very patient and made sure we had everything we required to make an informed and educated decision.

Time to integrate leaves a bit to be desired. However, I guess all great things take time!

24.7 customer support automation in localized languages helping us reduce our staffing costs, and expand our offerings to our clients.

I liked that there were a lot of automation options available which came in handy for our smaller-sized team.

To be honest, I didn't fully utilize all the features available but perhaps a simpler onboarding experience would've helped educate me on what I could do.

We needed a unified channel of receiving feedback/issues from users and HelpShift helped fill a large part of that void. It was easy to see what issues were out there at a glance.

The ease of getting navigation. The ability to get whatever fields i want from my customers. The ability to access all player information so easily

When closing tickets the player is not able to read the final message. This has been a problem so often that i leave tickets open rather than close, just to ensure the customer has access

Any player issues are able to be handled en masse with speed and accuracy. Filing tickets is a breeze, adding attachments is too