Helprace Features

Helprace

All-in-one customer service solution

4.83/5 (6 reviews)

Helprace Feature Summary

  • Workflows, shortcuts, tags, ticket assignment
  • Help desk, knowledge base & community Channels
  • Collaborate with private notes, macros, other staff members
  • Feedback prioritized and marked as "solved", "in progress"
  • Feedback can be collected via feedback tab
  • Multiple categories, search suggestions, related articles
  • Ticket management
  • Trouble ticketing
  • Multiple "spaces" or categories in-service portal
  • Voting
  • Track customer activity in community
  • Notify users of ticket changes or changes in community topic
  • Change ticket properties or add canned responses
  • Contextual search & search suggestions
  • Email integration
  • Filtered views
  • Portal and ticket activity logging
  • Activity on tickets, community & knowledge base
  • Ticket, user portal content categorizing
  • Status tracking
  • Support ticket tracking
  • Ticket assignment system
  • Tagging
  • Email templates
  • Customizable email templates
  • Real time data
  • Ratings & reviews
  • Custom fields
  • Customer accounts
  • Customer experience management
  • Contact history
  • Customizable reporting
  • Surveys & feedback
  • Document storage
  • Ticket priority, public or internal issue tracking
  • Public or internal issue tracking, notifications, progress
  • Multi-language
  • Anti spam system
  • Real time notifications
  • Customizable branding
  • Public, private or staff-only, SSO
  • SSL encryption
  • HIPAA compliance
  • Single sign on
  • Ticket, user, time, team, satisfaction reporting
  • Auto-responders
  • Signature management
  • Performance reports
  • Email, web, knowledge base, feedback, community, widget
  • Admin Panel w/smart filters - quick links to ticket queues
  • Multi product, languages, locale, business hours, reports
  • Internal staff notes - collaborate in real time
  • Hide / edit replies
  • Default action on submit - automatic status gets applied
  • Activity management
  • User activity monitoring
  • Customer activity reporting
  • Productivity - satisfaction ratings, case rules, SLA
  • Email signatures - add custom, rich text / image signatures
  • Insert articles into tickets from user portal or community
  • Drafts
  • Agent collision detection - real-time alerts of collision
  • Public / private forums, SSO with Twitter, FB, Google
  • Macros / saved reply - update ticket properties with a click
  • Full CSS rebranding, header, footer
  • Auto-populated custom fields for tickets, customer profiles
  • Tags - use tags to organize tickets, reports, workflows
  • Data import/export
  • Reporting & statistics
  • IP network access restriction
  • Social sign-in
  • Feedback widget, WordPress widget
  • Activity dashboard
  • API
  • Custom forms
  • Custom user interface
  • Email archiving
  • Email tracking
  • Escalation management
  • Event triggered actions
  • Monitoring
  • Multi-location
  • Online forums
  • Scheduled reporting
  • Prioritizing
  • Real time monitoring
  • Real time updates
  • Role management
  • Rules-based workflow
  • SLA management
  • Self service portal
  • Third party integration
  • Collaboration tools
  • Workflow management
  • Website integration
  • Multiple user accounts
  • Ticket preview - preview other tickets without leaving page
  • Multiple inboxes
  • Smart search
  • Domain mapping
  • Instant answers
  • Agent collision
  • Auto reply
  • Bulk tickets update
  • Advanced formatting
  • Split ticket
  • Crowd-sourced help
  • Customizable voting
  • Questions & answers
  • Discussion boards
  • Moderation
  • WYSIWYG editor
  • Full text search with stemming
  • Network access restriction
  • Regional data hosting

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (139 other apps)
Activity Dashboard (60 other apps)
Automatic Notifications (65 other apps)
CRM Integration (55 other apps)
Chat (138 other apps)
Contact History (56 other apps)
Customizable Branding (59 other apps)
Email Integration (63 other apps)
Instant Messaging (72 other apps)
Knowledge Base (85 other apps)
Monitoring (59 other apps)
Multi-Channel Communication (60 other apps)
Prioritizing (53 other apps)
Real Time Monitoring (48 other apps)
Reporting & Statistics (72 other apps)
Social Media Integration (59 other apps)
Surveys & Feedback (62 other apps)
Third Party Integration (74 other apps)
Ticket Management (51 other apps)
Workflow Management (48 other apps)

Competitor Feature Comparison

API
Access Control
Activity Dashboard
Activity Management
Activity Tracking
Administrative Reporting
Anti Spam
Assignment Management
Auto-Responders
Case Management
Categorization
Channel Management
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Contact History
Custom Fields
Custom Forms
Custom User Interface
Customer Accounts
Customer Activity Reporting
Customer Experience Management
Customer History
Customizable Branding
Customizable Categories
Customizable Reporting
Customizable Templates
Data Import/Export
Discussion Board
Document Storage
Email Archiving
Email Integration
Email Notifications
Email Templates
Email Tracking
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Filtered Views
Full Text Search
HIPAA Compliance
Help Desk Integration
Inbox Management
Issue Management
Issue Tracking
Knowledge Base
Macros
Monitoring
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
Performance Reports
Preview Functionality
Prioritizing
Ratings & Reviews
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Updates
Reporting & Statistics
Role Management
Rules-Based Workflow
SLA Management
SSL Security
Scheduled Reporting
Search Functionality
Self Service Portal
Semantic Search
Signature Management
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Ticket Management
Trouble Ticketing
User Activity Monitoring
Voting
WYSIWYG Editor
Website Integration
Widgets
Workflow Management
Visit WebsiteCompare App
API
Access Control
Activity Dashboard
Activity Management
Activity Tracking
Administrative Reporting
Anti Spam
Assignment Management
Auto-Responders
Case Management
Categorization
Channel Management
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Contact History
Custom Fields
Custom Forms
Custom User Interface
Customer Accounts
Customer Activity Reporting
Customer Experience Management
Customer History
Customizable Branding
Customizable Categories
Customizable Reporting
Customizable Templates
Data Import/Export
Discussion Board
Document Storage
Email Archiving
Email Integration
Email Notifications
Email Templates
Email Tracking
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Filtered Views
Full Text Search
HIPAA Compliance
Help Desk Integration
Inbox Management
Issue Management
Issue Tracking
Knowledge Base
Macros
Monitoring
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
Performance Reports
Preview Functionality
Prioritizing
Ratings & Reviews
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Updates
Reporting & Statistics
Role Management
Rules-Based Workflow
SLA Management
SSL Security
Scheduled Reporting
Search Functionality
Self Service Portal
Semantic Search
Signature Management
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Ticket Management
Trouble Ticketing
User Activity Monitoring
Voting
WYSIWYG Editor
Website Integration
Widgets
Workflow Management
Learn moreCompare App
API
Access Control
Activity Dashboard
Activity Management
Activity Tracking
Administrative Reporting
Anti Spam
Assignment Management
Auto-Responders
Case Management
Categorization
Channel Management
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Contact History
Custom Fields
Custom Forms
Custom User Interface
Customer Accounts
Customer Activity Reporting
Customer Experience Management
Customer History
Customizable Branding
Customizable Categories
Customizable Reporting
Customizable Templates
Data Import/Export
Discussion Board
Document Storage
Email Archiving
Email Integration
Email Notifications
Email Templates
Email Tracking
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Filtered Views
Full Text Search
HIPAA Compliance
Help Desk Integration
Inbox Management
Issue Management
Issue Tracking
Knowledge Base
Macros
Monitoring
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
Performance Reports
Preview Functionality
Prioritizing
Ratings & Reviews
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Updates
Reporting & Statistics
Role Management
Rules-Based Workflow
SLA Management
SSL Security
Scheduled Reporting
Search Functionality
Self Service Portal
Semantic Search
Signature Management
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Ticket Management
Trouble Ticketing
User Activity Monitoring
Voting
WYSIWYG Editor
Website Integration
Widgets
Workflow Management
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Helprace Feature Reviews

6 reviewers had the following to say about Helprace's features:

Alex Kolder

Verified Reviewer

Helprace makes our customers happy

2015-12-26

That way, if a customer gets their answer within a few seconds, they will feel that much more confident about the brand. Last but not least, I really like how the customer doesn't have to sign in to send a ticket or browse the community.

Pros

This doesn't only help deflect ticket numbers but it keeps our customers happy.

Cons

I'd like to integrate Helprace with Slack because we all use it around the office and love it.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 6-12 months

Source: GetApp
Helpful?   Yes   No
Read more
Sohail Ahmed

Great Experience with Helprace

2016-01-11

Reduce support loads. 5:Fuel discussions with a feedback-based community. keep activity on your turf!

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Ken Leonard

Very effective and easy to use

2018-05-10

great customer help portal with minimum efforts

Pros

cost effective and easy to use. very effective in giving customers a help and support platforms and services

Cons

integration with other CSM or email services that are commonly used in the customer service industry

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Henry willim

Great Product

2016-01-09

I faced trouble to maintain communication with our customer.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Jacob Partee

Terrible Software

2018-09-16

I have suggested many features to the Helprace team and the response always said is " We'll to take your request into consideration" They never ask you to elaborate further like any other company would and they never thank you

Pros

I love that I can view my customer information all in one place within the customers tab

Cons

The forums feature does not work for me, It's often slow when loading and the features suck.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Jacob Partee

Customer service like no other

2018-03-22

My customers were some what satisfied with the platform. Never had any complaints but I had to eventually merge away from using it as it was too restricted

Pros

Great software, Was able to manage my customer support team with my customers and effectively respond to customers in time and also used their features(forums, SLA & some triggers) to help me and my team.

Cons

Could use more SLA & Trigger features and also needs to have less restrictions. Other systems with a free plan do not have the same restrictions in place as HelpRace does.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more