Hipporello Service Desk Reviews

Pros

Having Trello tied in so smoothly, along with automatic ticket tracking, made handling requests much more manageable. It helped with prioritizing tasks and keeping everything organized in one place without jumping between tools.

Cons

The Trello integration works really well but getting the workflows set up and customizing the service desk takes a bit of time. At the beginning, it can feel somewhat complex especially for someone new to it.

Pros

The best thing about it is how naturally it works with Trello boards. Customer requests are automatically turned into organized Trello cards which makes it much simpler to track tickets, reply to people and manage everything without having to rely on a separate platform.

Cons

A few customization options seemed somewhat limited especially when I wanted to adjust forms and workflows for more complex processes.

Pros

The automation tools are really handy, simple to work with and they save a lot of time.

Cons

Pricing is based on all members in Trello. Not everyone in Trello is actually involved with the backend or using Hipporello directly so it would make a lot more sense to have role-based assignments so only the specific members using Hipporello are charged, instead of every Trello member.

Pros

Getting this up and running was quick. Just about everything can be configured and when it can't, they've usually already built a smarter way to handle it. It fits really well with Trello and supports both form submissions and email-to-ticket conversion. Being able to reply directly to the people who submitted the form without leaving Trello is a feature I really appreciate.

Cons

I haven't come across anything to complain about.

Pros

Taking care of the initial setup was a pleasant surprise because building forms and automations felt very user-friendly and I barely needed to look at Hipporello's documentation. That said, their documentation is extensive, helpful and easy to access whenever needed. Since we're a small team working with a new product, things are always changing so being able to jump back into the Admin Center and make updates quickly has been incredibly useful. It is also regularly rolling out improvements and new features which makes it exciting to keep up with what they release next.

Cons

Management can't view the Trello board tied to form submissions unless they're added as a licensed Hipporello user. It would be really helpful if they offered a read-only option in the future so people could be added to the Trello board without increasing the Hipporello cost.

Pros

I like that they deliver prompt and sensible responses when it comes to customer support and it handles every part of the communication process really well.

Cons

No complains. It stays consistent and objective and even conflicting situations are handled properly without any bugs.

Pros

They closely follow up with customers. Every case gets tracked right away which makes the whole support process feel attentive and well managed.

Cons

It has also been able to provide customer support that feels adequate and manageable to work with.

Pros

It works fully within Trello which is a big plus and the platform is simple to use without much effort.

Cons

Customization options are pretty limited and the administration service and billing support have been very poor.

Pros

Automation tools and form setup are absolutely central to how we operate. Without those forms in place, we would not have had any real way to keep things running during the lockdowns and we wouldn't have been able to help nearly as many pets as we did and still do now.

Cons

At the beginning Hipporello was free to use. Since we've now built our website around it, switching away isn't really realistic and the pricing has gone up dramatically year after year. As a non-profit with very little overhead, we depend heavily on donations and even with the 501c3 discount, the cost is still quite high.

Pros

The customer service options are excellent especially for businesses that need quick responses right away.

Cons

the platform was a bit difficult to navigate but with help from customer support, it became much easier to use.

Pros

Right from the start, the support team was outstanding and deserves real credit. The app also looks really polished inside Trello which makes it pleasant to work with. Setup was very simple, the configuration options are strong without feeling complicated and getting everything live took hardly any time at all.

Cons

A couple of areas could still be improved. I'd like to see more reporting options especially configurable statistics based on custom statuses and similar fields. Notifications for updated tickets or cards could also be better.