Helpshift Features

Helpshift

Digital customer service platform and ticketing system

3.92/5 (26 reviews)

Helpshift Feature Summary

  • @mentions
  • API
  • Activity dashboard
  • Application security
  • Artificial intelligence (AI)
  • Auto-responders
  • Business intelligence
  • CSAT
  • Campaign analysis
  • Campaign management
  • Case management
  • Chat
  • Chat bot
  • Client portal
  • Collaboration tools
  • Collaborative workspace
  • Customer accounts
  • Customer experience management
  • Customer history
  • Customer segmentation
  • Customer service analytics
  • Customer support tracking
  • Customizable branding
  • Customizable reporting
  • Data visualization
  • Email notifications
  • Employee management
  • Event triggered actions
  • Feedback collection
  • Full text search
  • Gamification
  • Groups
  • Help desk integration
  • Help desk management
  • Inbox management
  • Instant messaging
  • Knowledge base
  • Knowledge management
  • Mobile, native in-app chat
  • Mobile, native in-app messaging & push notifications
  • Multi-campaign
  • Multi-channel communication
  • Multi-channel management
  • Multi-language
  • Offline access
  • Performance reports
  • Prioritizing
  • Real time data
  • Reporting & statistics
  • Request routing
  • Rules based algorithms
  • Search functionality
  • Self service portal
  • Solicitations
  • Tagging
  • Third party integration
  • Ticket management
  • Trouble ticketing
  • Visual analytics
  • Workflow management

Helpshift Features In Depth

Smart Views

Smart Views are an important part of Helpshift, since they provide agents with a way to segment issues based on tags or other criteria. Tickets can be assigned to certain agents based on topic, language, or urgency, and they can be organized in a way that prioritizes the support offered to a company’s most valuable customers.

Using the Smart View editor, you can segment incoming tickets by priority, language, or issue status. You can use the multi-select feature to create Smart Views with multiple options, as well. Or, you can create a single Smart View to see only iOS issues for multiple apps or only those issues that are in need of a response. One of the most strategic ways to take advantage of this feature is by creating a Smart View with issues that need to replied to urgently.

Automations

Helpshift’s automations keep teams on track. Agents are able to automate responses and set up assignment rules based on pre-defined business logic. The automation feature provides busy teams with a way to quickly sort and process incoming issues without the need for additional staffers or resources.

Helpshift’s automation feature can be broken down into two main solutions: new issue automation and auto-resolve automations. New issue automations are messages that go out to app users automatically based on the metadata they provide, and they are ideal for teams that manage a high volume of tickets. Meanwhile, auto-resolve automation sends messages to users who haven’t responded to issues after a pre-determined period of time (like 7 days or 2 weeks). This feature was designed to aid organizations in improving customer satisfaction rates.

Searchable Native FAQs

With searchable native FAQs, app users don’t have to scroll through pages and pages of text to find the answer to their questions. Instead, a search bar brings up suggestions for user as they type in real-time. Helpshift’s native FAQs are localized in 34 languages, and they support rich media, like video and images.

In-app FAQ pages serve as an invisible assistant for app users, enabling self-sufficient users to find their own answers to questions without any delays or response times. Opting for a native FAQ solution means your users will be able to search and view content without having to download it from the web. Native FAQs also establish a feedback loop to help you refine your content based on customer search habits and preferences.

In-App Messaging & Chat

Helpshift facilitates direct two-way communication between users and support agents or developers. This communication occurs in a way that looks and feels native to the app’s experience.

Use the in-app messaging and chat feature to have direct conversations with your users. Your agents can use canned responses to reply to common questions faster with standard responses. In-app messaging also helps you collect feedback at scale, with the ability to re-direct unhappy customers to leave feedback with your support team rather than posting a negative review online.

Push Notifications

Push messaging campaigns provide a way for developers and agents to proactive engage every customer who launches their mobile apps. Often, this means sending out things like version update notifications, in-app surveys, special offers for high value users, and solicitations for in-app feedback.

If you sit back and watch how users interact with your app at scale, you’ll be better prepared to send highly-personalized messages based on user actions and behaviors inside the app. For example, if it looks like a particular user is getting stuck on one level of your gaming app, then you could send him a guide for completing that level or an in-app survey to find out what’s stopping him from moving forward.

Competitor Feature Comparison

@mentions
API
Access Control
Activity Dashboard
Activity Tracking
Archiving & Retention
Assignment Management
Auto-Responders
Automatic Notifications
Business Intelligence
CRM Integration
Call Recording
Call Routing
Campaign Analysis
Campaign Management
Case Management
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Custom Fields
Custom Forms
Customer Accounts
Customer Activity Reporting
Customer Experience Management
Customer History
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import
Data Import/Export
Data Visualization
Desktop Notifications
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Management
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Full Text Search
Gamification
Help Desk Integration
Help Desk Management
IVR / Voice Recognition
Inbox Management
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Campaign
Multi-Channel Communication
Multi-Channel Distribution
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Offline Access
Online Forums
Performance Reports
Prioritizing
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Updates
Reporting & Statistics
Request Routing
Role Management
Rules-Based Workflow
SLA Management
SSL Security
Search Functionality
Self Service Portal
Sentiment Analysis
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Timer
Visual Analytics
Widgets
Workflow Management
Learn moreCompare App
@mentions
API
Access Control
Activity Dashboard
Activity Tracking
Archiving & Retention
Assignment Management
Auto-Responders
Automatic Notifications
Business Intelligence
CRM Integration
Call Recording
Call Routing
Campaign Analysis
Campaign Management
Case Management
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Custom Fields
Custom Forms
Customer Accounts
Customer Activity Reporting
Customer Experience Management
Customer History
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import
Data Import/Export
Data Visualization
Desktop Notifications
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Management
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Full Text Search
Gamification
Help Desk Integration
Help Desk Management
IVR / Voice Recognition
Inbox Management
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Campaign
Multi-Channel Communication
Multi-Channel Distribution
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Offline Access
Online Forums
Performance Reports
Prioritizing
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Updates
Reporting & Statistics
Request Routing
Role Management
Rules-Based Workflow
SLA Management
SSL Security
Search Functionality
Self Service Portal
Sentiment Analysis
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Timer
Visual Analytics
Widgets
Workflow Management
Visit WebsiteCompare App
@mentions
API
Access Control
Activity Dashboard
Activity Tracking
Archiving & Retention
Assignment Management
Auto-Responders
Automatic Notifications
Business Intelligence
CRM Integration
Call Recording
Call Routing
Campaign Analysis
Campaign Management
Case Management
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Custom Fields
Custom Forms
Customer Accounts
Customer Activity Reporting
Customer Experience Management
Customer History
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import
Data Import/Export
Data Visualization
Desktop Notifications
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Management
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Full Text Search
Gamification
Help Desk Integration
Help Desk Management
IVR / Voice Recognition
Inbox Management
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Campaign
Multi-Channel Communication
Multi-Channel Distribution
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Offline Access
Online Forums
Performance Reports
Prioritizing
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Updates
Reporting & Statistics
Request Routing
Role Management
Rules-Based Workflow
SLA Management
SSL Security
Search Functionality
Self Service Portal
Sentiment Analysis
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Timer
Visual Analytics
Widgets
Workflow Management
Visit WebsiteCompare App

Helpshift Feature Reviews

25 reviewers had the following to say about Helpshift's features:

Peeyush Rai

Advanced Chat Portal to use

2017-04-01

Easy accessibility, Advanced Chat Portal, Easy Chat Transfers, Agent Tag Routing, Knowledge Database Integration.

Pros

No Ugly Pop-Up, Persistent Chat, Chat transcripts, More competent service, Instant feedback,

Cons

Not great on mobile platforms, he user interface and some of the user experience design can have some, let's say, interesting glitches.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Keith Norris

Bait & Switch

2017-11-08

The company has been acquired by an India company and the new CEO is taking it in a very "customer unfriendly" direction.

Pros

Had a decent integration with our mobile app. The reports/dashboards had a nice interface that looked modern

Cons

Customer service was terrible.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Source: Software Advice
Helpful?   Yes   No
Read more
Richard Kiernan

Customer facing first

2017-03-27

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.

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).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

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

Helpshift provides easy customer support at a cost

2018-02-06

Pros

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

We had to contact support several times during set up, but they were helpful. Integration was the hardest part.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Software Advice
Helpful?   Yes   No
Read more
Anonymous
(Computer Games company, 51-200 employees)

Right Tool for Customer Relationship Services

2020-05-03

For localized Customer Relationship Management it is the one solid product can give you what you want.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
lakshay batra

Helpshift

2017-03-25

Pros: FAQ Knowledge base Survey and feedback Analytics Cons : Support Automated issue routing

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Sue Zann Toh

It's expensive, but worth it

2017-03-24

The ease of use and integration in-app and with push notifications is excellent.

Pros

Ease of use both from a customer's and agent's perspective

Cons

Pricier than other solutions

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

9/10

Recommendations to others considering Helpshift

Definitely ask about custom pricing.

Source: Capterra
Helpful?   Yes   No
Read more
Lauri Kortevaara

Service reviewed from a software contractor/developer/team lead point of view

2017-03-28

We we're using the service when doing subcontracting for Suunto Oy Mobile App development project.

Pros

Helps a lot when integrating FAG type of instructions to a mobile app.

Cons

No cons due to lack of experience

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Monthly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Marcio Hoerlle Lopes

Good platfom to reply Mobile app support tickets, but it lacks features.

2018-10-16

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.

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

there are no statistics at all to help managers to improve the service quality.

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Marcel Pordon

Helpshift has improved our support significantly

2017-03-27

The service itself is of good level, especially the integration in the game is of good value.

Pros

Easy to use in the game and quite easy integration

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering Helpshift

More automation of answers

Source: Capterra
Helpful?   Yes   No
Read more
Fabiana Hadrych

Effective Ticketing Software for Chats

2020-02-20

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

Their In App messaging is a life saver and extremely polished.

Cons

Microsoft PowerBI as their reporting system was very hard to work with.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Raji J

Easy to use tool

2018-09-25

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 reports generation capabilities.

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
Kristan Rivers

Huge fan of Helpshift

2017-03-24

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Taku DAIBO

Powerfull Customer Satisfaction Tool

2017-03-27

Hopefully chat ops functions would be integrated in future.

Pros

Automatic customer tags help us to tier users.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Abimbola Kolor

Artificial intelligence is the future,so is Helpshift.

2018-09-06

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.

Cons

We have used this for less than a six month period,however I have been satisfied with the quality of service so far.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Rajarajeswari J

Need more Improvement

2017-03-25

Partly bcoz in my previous company I was using Zendesk and I felt its feature much more userfriendly than help shift.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

4/10

Recommendations to others considering Helpshift

Naaa

Source: Capterra
Helpful?   Yes   No
Read more
Paul Smith

Our customers loved us more after we gave them Helpshift

2017-03-24

We thought we were responsive and cared about our customers, but trying to handle issues with email and a FAQ page was no substitute for a carefully designed, scalable, and easy to use system.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
barkha jain

Its really good easy to handle

2017-05-10

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Consumer Electronics company, 201-500 employees)

Chasing bugs in the Helpshift platform

2018-10-09

Pain.

Pros

Quite easy to set up, covers basic needs for customer care solution

Cons

Old Objective-C based code-base.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

1/10
Source: Capterra
Helpful?   Yes   No
Read more
Matthew Kadi

Helpful product!

2017-03-24

I used it all the time for customer support with the Splice App.

Pros

clean layout. Easy to figure out.

Cons

n/a

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

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

Exceptional Customer Service Platform!

2017-03-27

Their own customer service is also reliable and indeed helpful.

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
Tomislav Gojevic

Excellent customer support software

2017-03-24

Once we moved to Helpshift from forums that we were using, for customer support, we never looked back!

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Rich Zheng

Need more Analytics

2017-03-27

The platform is easy to use and navigate but wish we had more analytics and better stats for tracking individual and team performance.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Krista Newman

Helpshift Review

2017-03-27

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

9/10

Recommendations to others considering Helpshift

nope

Source: Capterra
Helpful?   Yes   No
Read more
Syed Ramiz

Very Helpfull

2017-05-10

Pros

Easy to understand and helpful to work, most of the features are clear and simple.

Cons

Sometime takes time to open and gets hanged, also takes time to open attachments, also sometimes ask to refresh frequently.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more