Helpshift
Digital customer service platform and ticketing system
3.9 /5 (26 reviews) Write a Review!Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Features

- Industry: Outsourcing/Offshoring
- Company size: 201-500 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Effective Ticketing Software for Chats
Reviewed on 20/02/2020
We changed from Zendesk to Helpshift and must admit that it would've been the experience to stay given the features and functionalities were very similar at the exception of the really goo chat features that HelpShift includes.
Pros
The macros and shortcuts surely improve an agent's productivity. Creating several different views and queues that users have access improves the tier distribution. Their In App messaging is a life saver and extremely polished.
Cons
Microsoft PowerBI as their reporting system was very hard to work with. If you're not on the enterprise plan with the customer support fee, there's no way you're going to find any help or online resources that are helpful to answer your question.
- Industry: Hospitality
- Company size: 51-200 Employees
- Used Daily for 6-12 months
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- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Helpshift provides easy customer support at a cost
Reviewed on 06/02/2018
Pros
The best feature of this CRM is their FAQ capability for mobile apps. It wildly narrows down your customer ticket count to those who really can't self-serve. Their tags and segmenting options help to create a super-automated customer support machine.
Cons
The price was high for a service dedicated solely to customer support. We had to contact support several times during set up, but they were helpful. Integration was the hardest part.
- Industry: Publishing
- Company size: 51-200 Employees
- Used Daily for 1+ year
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- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Exceptional Customer Service Platform!
Reviewed on 27/03/2017
Helpshift helps our CS team's job easy breezy! Probably the most efficient way to reach our players, answer their queries, updates and event announcements. Their own customer service is also reliable and indeed helpful. Here's to one great customer experience- from ours to you! Cheers, Helpshift!

- Industry: Internet
- Company size: 501-1,000 Employees
- Used Daily for 2+ years
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Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 6.0 /10
Good platfom to reply Mobile app support tickets, but it lacks features.
Reviewed on 16/10/2018
It does the basic job of getting a ticket and responding, splitting incoming tickets into queues, even classifying it with tags, but don't expect a fully developed solution like Zendesk. Helpshift is just no there yet.
Pros
The feature so far is the cod you can inject in your app to query the remote mobile device hardware and software spec that helps a lot when troubleshooting tickets received.
Cons
it totally lacks a module do some BI number crunching providing basic information like, how much time an agent spent on a ticket ? What's the agent RPH ? there are no statistics at all to help managers to improve the service quality.
- Industry: Entertainment
- Company size: 51-200 Employees
- Used Daily for 1+ year
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Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Helpshift has improved our support significantly
Reviewed on 27/03/2017
The service itself is of good level, especially the integration in the game is of good value. Also the different tag options make it easy to prioritize the answering of the issues.
The only disadvantage of Helpshift so far was slow response to a significant issue on iOS and the difficult negotiations about renewing the contract whereby the price was increased in a non logical way. In the end this was resolved.
Pros
Easy to use in the game and quite easy integration

- Industry: Entertainment
- Company size: 51-200 Employees
- Used Daily for 1-5 months
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Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Artificial intelligence is the future,so is Helpshift.
Reviewed on 06/09/2018
Helpshift enable my organization communicate with customers more efficiently.While also assisting customers find answers to their queries and concerns faster ,without always needing to reach out to the customer service team.
Pros
In a period when it seems companies are forgetting how to build intuitive user dashboards, I am very impressed with how intuitive the Helpshift user dashboard is,therefore making it easier to use this great product.
Its ease of use has saved us important resource such as time, allowing us train new staffs on how to use Helpshift easily in a matter of hours as against days or weeks ; which is the case with most of the other software we use . Very importantly too, I love the quality of support offered my team by the Helpshift customer service desk..
Cons
We have used this for less than a six month period,however I have been satisfied with the quality of service so far.
- Industry: Internet
- Company size: 5,001-10,000 Employees
- Used Daily for 6-12 months
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Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 5.0 /10
Easy to use tool
Reviewed on 25/09/2018
Pros
It has very limited features and applications but the user interface is very user friendly.So the employees usually find it very easy to navigate and use the tool.
Cons
Limited features. Limited reports generation capabilities.
- Used Daily for 1-5 months
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- Value for Money
- Ease of Use
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Very Helpfull
Reviewed on 10/05/2017
Pros
Easy to understand and helpful to work, most of the features are clear and simple. Very easy to use.
Cons
Sometime takes time to open and gets hanged, also takes time to open attachments, also sometimes ask to refresh frequently.
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- Value for Money
- Ease of Use
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Huge fan of Helpshift
Reviewed on 24/03/2017
I've used and recommended Helpshift across a number of different companies, and have always been greatly impressed with the service - both the in-app experience as well as the back-end agent and management tools.
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- Value for Money
- Ease of Use
- Customer Support
Helpshift
Reviewed on 25/03/2017
Pros:
FAQ
Knowledge base
Survey and feedback
Analytics
Cons :
Support
Automated issue routing
- Industry: Computer Games
- Company size: 201-500 Employees
- Used Daily for 2+ years
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Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Customer facing first
Reviewed on 27/03/2017
HelpShift has been a paradigm shift in terms of quality and up to date support for our users. Easily updatable FAQs and in-game support has been really well received by our players. Engagement is high and the easily searchable FAQs have been extremely helpful for self service support.
Pros
Helpshift is a great user experience, and integrates easily with our products.
The easily updatable FAQs have been a massive win for me over other competing products.
Cons
The analytics are thin and not quite usable.
Management of user roles is extremely limited and messy (not able to add admins to groups).
Views are a nightmare to manage as an admin and its far to easy to break them.
- Industry: Computer Games
- Company size: 51-200 Employees
- Used Weekly for 6-12 months
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Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Right Tool for Customer Relationship Services
Reviewed on 03/05/2020
For localized Customer Relationship Management it is the one solid product can give you what you want. It also eases to use.
Pros
Easy to plug into your app, and I like that it’s supporting attach screenshots which are very important for CRM. The dashboard also provides the feature for localizing your FQAs for users which is quite powerful.
Cons
If you’re using Helpshift for your mobile apps, SDK upgrades may need users permissions mostly for Android and iOS platforms. Other than that Customer Support of Helpshift is very quick to respond when you need it.
- Industry: Entertainment
- Used Daily for 2+ years
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Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Dragon Friends
Reviewed on 01/04/2017
Helpshift help us to solve our CS problem immediatly. But we want to add more usefull functions. For example, we want to count numberof CS e-mail each title too.
- Used Daily for 6-12 months
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- Value for Money
- Ease of Use
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Its really good easy to handle
Reviewed on 10/05/2017
Pros
Design / function are the one which is like most. regarding design its simple and understandable. easy to use
Cons
There is no cons so there is no suggestions but it takes too much time to close cases in bulk. Nice software.
- Industry: Computer Games
- Company size: 11-50 Employees
- Used Weekly for 1-5 months
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Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
It's expensive, but worth it
Reviewed on 24/03/2017
We've had good customer support and their custom pricing, although more expensive than other solutions, is worth it. The ease of use and integration in-app and with push notifications is excellent.
We've had some problems with integration, but their support team is quite responsive and we've been able to work through the problems.
Pros
Ease of use both from a customer's and agent's perspective
Cons
Pricier than other solutions
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Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Helpshift Review
Reviewed on 27/03/2017
I have been using Helpshift for almost 2 years, it is a great product! It hasn't been buggy and is overall fast and efficient.
Pros
Easy to use
Cons
The front page layout, can't see what the issue is about
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- Value for Money
- Ease of Use
- Customer Support
Excellent customer support software
Reviewed on 24/03/2017
Once we moved to Helpshift from forums that we were using, for customer support, we never looked back!
- Industry: Entertainment
- Company size: 51-200 Employees
- Used Daily for 6-12 months
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Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Powerfull Customer Satisfaction Tool
Reviewed on 27/03/2017
Definitely a powerfull customer satisfaction tool I ever used.
Hopefully chat ops functions would be integrated in future.
Pros
Automatic customer tags help us to tier users.
- Industry: Apparel & Fashion
- Company size: 5,001-10,000 Employees
- Used Daily for 1-5 months
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Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 4.0 /10
Need more Improvement
Reviewed on 25/03/2017
I have been using helpshift for the past 3 months and I don't really like it at all. Partly bcoz in my previous company I was using Zendesk and I felt its feature much more userfriendly than help shift. It could also be possible that my current company dont feel those features or functionality as neccessary but it really sucks big time. Positive points would be that the downtime is very much less and if issue reported, it is quickly addressed realtime. Keep up the good work in that front. But seriously you shld improve a lot.
Pros
Downtime or issue is less
Cons
Need lot of improvement in being user friendly especially for agents who use the tool everyday as well as the manager who runs report.