Pros from reviewers

• Easily updatable FAQs: Helpshift offers easily updatable FAQs, making self-service support highly effective and resulting in high user engagement.

• Superior chat features: Helpshift offers advanced chat features that enhance communication and interaction with users

• Increased productivity: The software's macros and shortcuts significantly boost productivity, allowing agents to work more efficiently

• Improved tier distribution: Helpshift allows for the creation of multiple views and queues accessible to users, which greatly improves tier distribution

• Refined In-App messaging: The In-App messaging feature is extremely refined and has been a game-changer in enhancing user experience

Cons from reviewers

• Inefficiency in ticket management: Helpshift can be sluggish when assigning tickets in large quantities and does not allow for the export of tickets to Excel.

• Missing features in new versions: The new version of Helpshift, SDK X, does not include the offline FAQ feature, which is a valuable tool for many users

• Challenging reporting system: Helpshift's reporting system, Microsoft PowerBI, can be quite difficult to use. Unless you're on the enterprise plan with the customer support fee, finding useful resources or help to answer your queries can be nearly impossible

• Limited and disorganized user role management: The management of user roles in Helpshift is disorganized and limited, making it hard to add admins to groups. Admin view management can also be difficult and easily disrupted

• Lacks advanced features: Compared to other solutions like Zendesk, Helpshift is not as advanced. It lacks a business intelligence module for number crunching, offering only basic information like the time an agent spent on a ticket or the agent's RPH