Helprace

(3)
4.5 out of 5 stars

Helprace is a customer service platform, consisting of a ticketing system, a community with a knowledge base and an intuitive feedback system with 4 distinct categories. For small and medium businesses.

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Helprace review by <span>Alex K.</span>
Alex K.
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A great ticketing system

What do you like best?

Helprace is a great SaaS customer service solution that doesn't take much effort to start using. As a result, it's perfect for small to medium sized IT departments and depending on your requirements, can be used company-wide. Although it takes some time in getting used to, I love the filters and their ability to single out tickets I need right there and then. I can simply pull up all tickets with a certain property and that really speeds up our workflows. This is probably my most favorite feature.

- Love the macros, filters and other shortcuts that make ticketing a breeze. Smart spam system.

- Easy email integration and logically set up ticketing interface, good for those coming in from email.

- Ticket activity feed shows what the ticket's been through since creation (triggers, notifications, who worked on it, etc).

What do you dislike?

- I don't like that in order to comment on the community or the knowledge base, the user must have an account (it depends on the client, but we'd prefer to keep friction/barriers low)

- The support portal could look better if I was able to change certain icons or text. The design is good, but it would be nice if there was more flexibility.

- I would like more integrations in the support portal

Recommendations to others considering the product

There should be no reason for any brand not to try this out. There's a free trial for 30 days and in case you're not ready to pay, there's also a free plan with limiting features.

What business problems are you solving with the product? What benefits have you realized?

Despite the cons, I find that Helprace is a very good fit for our company. We deal with trouble tickets for the IT department, but sometimes sales reps need to pitch in or perform edits, so we add them as agents. We also like to give sales reps access to the community and knowledge base so they can communicate to our customers right away.

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Helprace review by User
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Helprace helps!!

What do you like best?

Great for customer support efficiency within a start up.

What do you dislike?

No critical feedback at this point. So far it's been very helpful for managing our support knowledge base.

What business problems are you solving with the product? What benefits have you realized?

This makes our customer support more efficient. We answer customer questions here, and the answers are searchable later in case someone else has the same question.

What Help Desk solution do you use?

Thanks for letting us know!
Helprace review by <span>Edward N.</span>
Edward N.
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If you’re a small business, Helprace is a sure bet

What do you like best?

The ticketing system is quite solid and it’s far ahead of email that most small businesses use. The selling point however is the community and the four-category feedback portal. Users can ask a question, report a problem, give praise and all of that is transcribed directly into the admin panel. It’s a great feature and I wish more helpdesk software had adopted this.

What do you dislike?

There is really not much to dislike. I wish there were slightly better reporting but other than that it fits the bill quite nicely as far as my needs go as a small business. Perhaps later down the road I’d like to an introduction of macros, but that’s about it.

Recommendations to others considering the product

Since Helprace is cloud-based, it's a easy for small businesses to grow with. I would advise that whoever is considering Helprace first determine whether they want a certain level of interaction with their end user as it's a great all-rounder in that department

What business problems are you solving with the product? What benefits have you realized?

I found it easy to keep tabs on my customers, in the sense that I can identify trouble points early on and act on them directly from the admin interface. My customers see that I care because I read and respond to their comments. The feedback widget in particular helps me do that.

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