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HelpSpace Logo

HelpSpace

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Customer Support Software for SMBs

(3)

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HelpSpace Features

Features Summary

Functionality

4.5

/5

29

Total features

96

20 categories

HelpSpace features

@mentions
API
Access Controls/Permissions
Alerts/Escalation
Alerts/Notifications
Analytics
Assignment Management
Automated Routing

Common features of Project Management software

API
Access Controls/Permissions
Activity Dashboard
Agile Methodologies
Alerts/Notifications
Availability Management
Billing & Invoicing
Budget Management

Price starts from

25

Per month

Other

Pricing options
Free plan
Subscription
Free trial

Screenshots

Contenders comparison

Functionality

4.5

/5

29

Price starts from

25

Per month

learn more

Total Features

96

Unique features

  • Multi-Channel Marketing

  • Checklists

  • Analytics

  • Planning Tools

Functionality

4.4

/5

3.8K

Price starts from

55

/user

Per month

visit website

Total Features

182

Features in Common

55

Unique features

  • Call Monitoring

  • Voice Mail

  • Live Chat

  • Voice Customization

Functionality

4.5

/5

2.1K

Price starts from

14

/user

Per month

visit website

Total Features

158

Features in Common

53

Unique features

  • Call Scripting

  • Personalization

  • Offline Form

  • Call Transfer

Common HelpSpace comparisons

HelpSpace logo
LiveAgent logo
HelpSpacevsLiveAgent
HelpSpace logo
SysAid logo
HelpSpacevsSysAid

Reviewers who mentioned features said:

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Max W.

Marketing and Advertising, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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HelpSpace is an excellent all-in-one solution that will handle all of your customer support needs

Reviewed 2 years ago

HelpSpace truly helped with solving these problems in our company: Hosting our technical help document. Creating Help centers and hubs for our saas products. Managing all of our support emails all in one dashboard. Making our company support experience seamless.

Pros

HelpSpace is an excellent all-in-one solution that will handle all of your customer support infrastructure needs in one place! From reconciling all of your company's support emails in one inbox, to creating, hosting help centers and technical document hubs. Plus generate fantastic widgets that you can place on your website to make your support process seamless. We switched from Help Scout to HelpSpace...

Cons

I genuinely don't have a bad thing to say about HelpSpace HelpSpace. It’s a truly solid support platform. It just needs some more integrations with other apps.

KV
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Kris V.

Computer Software, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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keep it up!

Reviewed 8 months ago

We've got a userbase of several 1000 customers, with a mix of business enquiries and (mostly) technical helpdesk questions. It's excellent to triage & assign.

Pros

It's simple, inexpesnive & API integrations are rather easy

Cons

The reason why I'm taknig the effort for this review: I think you'd benefit from adding a bit on the "insights/reports" section. I'd like to see trends in amount of tickets we get per user, per tag (is the nature of helpdesk tickets changing?), how much time my agent are taking to tackle tickets (this is a key metric for us: I'd like a max of 10' per ticket, but there's no way for me to monitor this). I know some are spending too much time on support but I have no metric to demonstrate this and to incentivce them.The time between opening & closing tickets is useful, but not super critical. I much more like time spent per ticket (should be possible somehow to track, I think)

Vendor response

Hi Kris, we appreciate your review and feedback. We will keep it up and work hard on HelpSpace to improve it.

EV
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Elke V.

Computer Software, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Great experience with Helpspace

Reviewed a month ago
Pros

The easiness of use of the tool (good UX) & excellent support

Cons

I would like to have more analytics build in, and not having to use the API for them.

Vendor response

Hi Elke, thanks for your review and feedback. Please, can you write us an email what analytics feature you are looking for, then we can take care of it?

AR
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Verified reviewer

Information Technology and Services, self-employed

Used monthly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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My Honest Review for HelpSpace

Reviewed 2 years ago

It works for basic support business

Pros

Customizable widget and knowledgebase and I can create multiple brands from one account and manage them or assign tasks to users in my team or virtual agents.

Cons

I can't Customize the TRUE RTL Feature for the Chat Widget even I tried with CSS but didn't work

AR
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Verified reviewer

Design, self-employed

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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A beautifully simple customer support system

Reviewed 3 years ago
Pros

HelpSpace had everything I needed to start a customer support system with limited time and resources. In a few clicks, I have a fully searchable knowledge base with my own branding and custom domain, saving me weeks. As well as help centre, there's also the option to host blog and documentation sites too - so if you have product updates, or technical documentation, you can have a separate website...

Cons

Whilst the app is pretty complete as an early product (at the time of writing this), there are still some smaller features in progress. They have a public roadmap though so you can see what's coming next, or ask the support team who are responsive and helpful in sharing the progress.

MK
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Mario K.

Marketing and Advertising, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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A helpdesk-platform-dream come true

Reviewed 3 years ago

If you search for a helpdesk platform that is really easy to use and fast and - most importantly clearly arranged I can tell you: You found it. There are so many different options out there, but most are either cluttered with buttons and text or seem unfinished. Helpdesk is the only tool out there (afaik) that combines that simplicity with a really great UI to give your team a really amazing UX. My...

Pros

• Multiple channels in one place to filter and guide topic related questions and always keep track. • Knowledge base and E-Documentation feature • Fast platform and reliable and efficient workflows • All you need to kickstart your business without wasting time in learning or clicking

Cons

• No direct message / Chat Now - feature (but that's on top of the roadmap) https://supportcenter.helpspace.com/article/148/roadmap • Some minor graphics glitches (e.g. headline line break in blog module) that are all fixed in no-time (had more but sent them a message two days ago and yesterday they were already fixed) • No option to select custom main color (for branding) - but that's not really important • Local german translation not 100% ready (but that's no problem as we mostly have international clients)

DC
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Diogo C.

Internet, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Amazing Simplicity and Functionality

Reviewed 3 years ago

Great experience, I had a few setup issues initially and the [SENSITIVE CONTENT HIDDEN] himself solve me the problem in less then 30 minutes.

Pros

This solves one big issue we had before which is how to consolidate every single support channel under one place. Issues are sent and addressed to the correct team, the "site" for a knowledge base functionality is a must and it correlates with the agent taking the cases! Awesome, the support is excellent!!

Cons

More integrations like whatsapp would be great and I know they have some under they roadmap

DM
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David M.

Information Technology and Services, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Slick EU based alternative to HelpScout

Reviewed 2 years ago

Straightforward to setup and has been reliable so far.

Pros

EU based servers / GDPR compliant. The product has a decent polished UI that's easy for non-technical support agents to use. Given the price it's tremendous value.

Cons

At the time of writing it's a fairly new piece of software so it would be unfair to criticise a lack of advanced features. It appears that an intercom style "Chat" widget and more advanced "rules" are on the roadmap.

DB
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David B.

Media Production, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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In a world of support desk tools that are complicated, HelpSpace just works great!

Reviewed a year ago

It's been a pleasure to see a young company consistently get things right and become a leading provider. We bet on the right solution and it's working for us!

Pros

I'm big on custom branded experiences and this means our service desk is part of our brand domains. Quick and simple setup and the emails and notifications all make us look sharp. I've used a dozen other tools that never just worked including open source tools that might work for a while but always break. Year after year, this desk pings us for any support request for the product line we tied this into.

Cons

Quickly lookup past history of tickets. They keep the interface super clean but sometimes getting to the old ticket needs to be at your fingertips too.

VG
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Vivek G.

Graphic Design, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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A beautiful Customer Support solution for dummies.

Reviewed 3 years ago

Exceptional Customer Care and a team who is open to feedback is a key factor for me to recommend HelpSpace. A good start, beautiful UI/UX, easy to navigate front and back end and a easy to reach and responsive support team, if you are looking for this you can't go wrong with Helpspace. This has potential to be among big player in next few years.

Pros

Customer care and Help desk solutions should be simple to use. Servicing client is a tough task and a software should make you life easier and this is exactly what HelpSpace does. This too with a beautiful and well thought out UI. Everything is self explanatory and exactly where it should be. Design is a big part of my business model and HelpSpace Client side interface is beautiful to look at and easy to navigate which fits perfectly to my brand. If UI and UX means anything to you just get this.

Cons

There are small bugs and issues here and there but this is understandable as this is still a growing product. One time I faced a 503 error on my help page while setting it up. I emailed support regarding this and my issue was resolved within 20 minutes.

SD
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Slava D.

Information Technology and Services, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Just what we needed, great results!

Reviewed 3 years ago

This is what we were looking for with our small team of multi task users. Task assignment is working great. Teams, folders - it's awesome!

Pros

Customer support is great. Software is very simple to use, you can connect with emails in a minute. It's very intuitive and simple.

Cons

There might be very minor cons that most of startup has in the beginning, but it should be sorted soon with good support.

SH
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Sarah H.

Staffing and Recruiting, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Hooray for Helpspace!

Reviewed 4 years ago
Pros

HelpSpace really has simplified our inbox clutter and streamlined our communication with our clients. It's easy to use interface makes it simple for our team to collaborate and assign tickets so we don't double up on any responses. Their new Docs feature is really great as well. Now we can keep all our support in one place with a thorough knowledge base for our clients to access; although as a design freak, I'd love to have a few more options to make it look prettier, such as the ability to add icons to my categories. But the functionality works well. Helpspace's support is very responsive - if you have questions, you are always covered with their amazing support team and they happily include valid suggestions into their roadmap. Overall, we are very, very happy with helpspace!

Cons

I struggle to use the search function to locate old tickets or previous communications that I've had with clients - which is something we have to do often. Some room for improvement here, but their support team have been transparent about this already being on their radar and more advanced features are coming soon, which I look forward to seeing.

SG
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Seth G.

Legal Services, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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A smooth experience

Reviewed 3 years ago
Pros

The way HelpSpace is laid out makes it very easy to understand. You can get to the section where you want to go in only a few clicks. I am able to use my own email and logo. I can create knowledge base using my own domain and choose from 3 styles (blog, documentation or Help-Center) - it is fast loading too! The analytics feature really gives a whole picture of how your support service is doing - no ticket falls through the cracks. The features are too many to mention but they are all super useful.

Cons

There is a help widget feature that has recently been added and I would have loved for it to also send an automatic confirmation to the user who submits the form. As this widget is still very new, maybe it is in the works.

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Ivan Đ.

Internet, self-employed

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Clean UX, simple product to use and set up.

Reviewed 3 years ago

It helps me to stay connected with my customers, and to keep track of all issues in an organized way.

Pros

The setup process was step by step, and it was very helpful to see what is wrong with email setup. The product itself is very easy to use, intuitive and has a very clean UX. At the same time, it offers a lot of options like: - documentation web site - contact widget integrated with documentation - Rules to assign an agent, add a tag, or set status automatically I would recommend this tool for any startup or saas company.

Cons

I have no complaints so far. This tool met all requirements I had.

GN
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Giulio N.

Computer Games, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Communicate effectively with HelpSpace - very good helpdesk tool

Reviewed 4 years ago

HelpSpace helps to communicate easily with customers. You get order through the ticket function and customers can help themselves through knowledge base. Although the company is young, there are already plenty of functions. I am very satisfied and can recommend the tool to everyone.

Pros

Easy to use, many features and support that listens to customers. New features are released often, bugs are fixed quickly. The interface is very fluid and modern.

Cons

No real negative aspects, but a few basic functions are still missing, which will be added according to support.

Vendor response

Thank you, Giulio! Your feedback is very appreciated.

VO
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Volkan O.

Computer Software, self-employed

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Beautiful, functional and helpful

Reviewed 3 years ago

I shared my needs with them and they quickly update the product. The product works correctly, I haven't seen any bugs. It simply does the job.

Pros

I love the product's simplicity and at the same time doing everything for us. They have a great team, they're really helpful and fast. The product is beautiful. There is a combination here, it has the functionality you need.

Cons

It's a new product, they need to work on different things but it's a natural path. There is no cons.

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Niloy S.

Information Technology and Services, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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HelpSpace has almost everything is need for provide cool support the customers

Reviewed 3 years ago
Pros

I can manage 3 email channels from one 1 portal which is very good for me. also, HelpSpace provides documentation sites which is really a time saver.

Cons

Recently HelpSpace added the Trash tab feature for delete messages which is very good if somehow anyone deletes tickets also the custom rules is very useful to assign the tickets to particular teams or agents

ED
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Enkhbat D.

E-Learning, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Very clean UI and just works

Reviewed 3 years ago
Pros

Easy setup. Clean and simple UI, which we very liked.

Cons

Nothing. The only issue for some users - It's new and needs more integrations.