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Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets easily....
Helpshift is a Digital Customer Service platform that tightly integrates messaging, Automation, Bots & AI. Delivers personalized,...
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Marcio Hoerlle Lopes
Internet, 501-1,000 employees
Used daily for 4+ years
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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.
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.
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.
Outsourcing/Offshoring, 201-500 employees
Used daily for 3+ years