Helpshift Reviews

“Top support ticket SDK

Pros

The integration with Unity and configuring notifications and app settings is really simple. I also appreciate the offline FAQ feature. it works great.

Cons

We want to upgrade to the new version of the SDK named SDK X, to use the new features. However, the new version doesn't have the offline Faq feature.

“It has amazing reporting features

Pros

It's easy to use and allows me to create different types of views based on requirements. The reporting and analysis features are also very useful.

Cons

It's slow when trying to assign tickets in bulk, and there's no way to export tickets to Excel.

“Great for managing customer relationships efficiently

Pros

It's very easy to integrate into my app and I especially like that it supports attaching screenshots, which are crucial for CRM. The dashboard also allows me to localize FAQs for users, which is a really powerful feature.

Cons

If you're using Helpshift for your mobile apps, SDK upgrades often require user permissions, particularly on Android and iOS platforms. Apart from that, Helpshift's customer support is really quick to respond when needed.

“Powerful ticketing software for chat support

Pros

The macros and shortcuts definitely boost an agent's productivity. Being able to create multiple views and queues that users can access helps improve tier distribution. The in app messaging feature is a game changer and works very smoothly.

Cons

The reporting system using Microsoft PowerBI was difficult to work with. If you're not on the enterprise plan with the customer support fee, there are no helpful resources or assistance available to answer your questions.

“Great for responding to mobile app support tickets, lacks some features

Pros

One feature I find particularly helpful is the code that you can inject into your app to query the mobile device's hardware and software specs. This is a huge help when troubleshooting support tickets.

Cons

It completely lacks a module for business intelligence number crunching. There are no statistics like how much time an agent spent on a ticket or the agent's RPH, which makes it hard for managers to improve service quality.

“a lot needs to be fixed

Pros

It's easy to set up and meets the basic needs for a customer care solution.

Cons

Using Helpshift on iOS is difficult from a developer's perspective. There are many issues and updates often break things. The old Objective-C codebase causes problems, and for example, deep linking only worked after removing Helpshift. The SDK seems to do some strange things in the background.

“User-friendly tool

Pros

While the features and applications are limited, the user interface is very friendly. Employees typically find it easy to navigate and use the tool.

Cons

The features are quite limited and the report generation capabilities are minimal.

“Helpshift is leading the way

Pros

In a time when many companies struggle to build intuitive user dashboards, I'm really impressed with how userfriendly the helpshift dashboard is. This ease of use has saved us valuable resources like time, as we can train new staff in hours rather than days or weeks, which is the case with other software we use. I also appreciate the excellent support my team receives from Helpshift's customer service desk.

Cons

We've only used it for less than six months but so far, I'm happy with the quality of service.

“smooth customer support, but at a price

Pros

The best feature of this CRM according to me is its FAQ capability for mobile apps. It significantly reduces the number of customer tickets by addressing issues that can be selfserved. The tags and segmentation options help automate customer support and make it highly efficient.

Cons

The price was high for a service that focuses solely on customer support. We had to contact support multiple times during setup but they were helpful. The integration was the hardest part.

“Great fo bait and switch tactics

Pros

The integration with our mobile app was decent. The reports and dashboards have a modern, clean interface that I really liked.

Cons

Customer service was terrible and there was a bait and switch pricing situation. When it came time for renewal, they tried to increase our pricing by 500%.

“Very simple and amazing tool

Pros

What I like most is the design and functionality. The design is simple, understandable, and very easy to use.

Cons

There are no real cons to mention but it takes too long to close cases in bulk. Otherwise it's nice software.