Beyond Efficiency. Simply Better Customer Service.
Manage support emails, calls and self service. Perfect for small and large teams, academic and non-profit.
Comprehensive Web-Based Help Desk Software
Unique design and workflow enables support staff to solve problems the first time while easily managing many requests from multiple sources. Beyond simple help desk software, HelpSpot is a web based help desk portal; empowering customers with self-help functionality that drives down costs and enhances the customer experience.
HelpSpot can be downloaded and run on your own server or hosted for you. Read about our technical
requirements,
case studies or follow the
blog.
Have a question?
or call 1-845-834-2100
Features
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Benefits
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"HelpSpot saved our customer service."
Jason Hoffman — CTO, Joyent
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"Now, data is visible and belongs to the organization, not to the employee's inbox."
Bruce Kiefer — VP, Catalyst Repository Systems
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"After struggling with email clients to handle our support, HelpSpot has been an absolute godsend!! "
Ben Richardson — Founder, CampaignMonitor
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"It's been fantastic, support is very fast, we've had very few problems, and upgrades are a breeze."
Jim Zajkowski — LSI at University of Michigan
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"There was a very short learning curve for our support staff...and so far HelpSpot has been able to meet all our needs."
Brandon Wilch — American Red Cross, Indianapolis
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"I have to say that I've been looking at help desk software for our organization and HelpSpot is clean, simple, and awfully good."
Nate Keegan — IT Manager, City of Prescott
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Read more of what customers are saying about HelpSpot.
Customization
Custom Fields
- Flexible structure for collecting meta data on each request
- Allows for easy reporting and workflow management
Custom fields provide a means for flexible data collection in your help desk. With 11 different types, companies can collect the data they need, in the format they need it in. Optionally, custom fields can be made category dependent so staff and/or customers see only those pertinent to the current request. Learn more
Portal
The HelpSpot customer portal can be easily modified to match the look and feel of your organization's site. Learn more
Automation
- SLA's
- Automatic escalation
- Workflow management
- Internal process management
Business need dictates times when it's appropriate for actions, or a series of actions, to be performed on requests without the need for human intervention. HelpSpot's help desk automation rules feature allow you to define conditions and the appropriate subsequent action(s). Learn more
Help Desk Hosting
We've partnered with Engine Hosting
to provide a hosting solution tailored to HelpSpot customers. Engine Hosting will install HelpSpot for free and will handle all upgrades (for a low monthly fee), providing a full service on-demand web based
help desk software solution.
Email Integration
- Unified inbox — check multiple mailboxes (POP or IMAP) from one place
- HTML email support — create and display HTML in emails
- Threading — all email correspondence are correctly threaded into a request
- Powerful management — easily assign, queue, track and manage emails
- Predefined responses — canned answers that let you reply in a click
- Email routing — use sophisticated mail rules to route email
- SPAM — Integrated bayesian spam filtering helps keep your inbox clean
HelpSpot in the Field
HelpSpot is used in a wide variety of ways across many industries.
- External customer service
- Traditional internal help desk environments
- Sales and pre-sales support and tracking
- Facilities and maintenance request tracking
- E-commerce order management
Who's Using HelpSpot
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What Our Customers Report
- Feature rich at a reasonable price
- Faster processing of customer inquiries
- Clear accountability among staff
- Significant increases in staff productivity
- Easy to use, yet very powerful
- Staff acceptance right from the start
Why Your Customers Will Love It
- Quickly submit requests via email or web form
- Monitor progress through email updates
- Provide updates simply by replying to emails
- HTML emails allow staff to create clear, stylized messages
- Help desk portal log-in to view status of all requests
- Knowledge books provide centralization of documentation
- Forums facilitate interaction with the larger user community
Photo Feature Peeks
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Technical Details
- Windows, Linux, Unix, Mac, or hosted
- Databases:
- Microsoft SQL Server 2000/2005
- MySQL
- PosgreSQL 8
- All data and files are stored in the database making backups easy
- Integrates into single sign on systems
API's
Live Lookup
- CRM software
- HR Systems
- Active Directory/LDAP
Live Lookup allows direct integration with your customer data systems. Information from those systems can be displayed in the help desk and even used to set the values of customer and custom fields. Learn more.
Web Service
- HTTP/XML based web service
- Create and update requests
- Directly integrate with other systems
The web service API allows easy integration of a HelpSpot help desk with other software systems, web based, server based and desktop. Learn more.
Request Push
- Forward requets to bug trackers
- Push requests out of HelpSpot
- Send requests to other systems
Staff can easily push a requests details out of the help desk into another system. For example, push a software bug report into a bug tracker like Mantis or Trac. Learn more.
Feature Spotlight: Reporting Tags
Most web based help desk software applications leave little flexibility in the reporting process. You're simply limited to creating a giant category tree, where each request is assigned to one or multiple categories. This process is cumbersome and prone to error.
HelpSpot takes a different approach. Categories are only one level deep to keep creation and selection fast and easy. Attached to each category is a list of structured tags. In the request, simply check off the tags that best apply. An infinite combination of reports can be drawn from these tags or used as the basis for request filtering, letting you create instant queue's.
Questions?
Documentation and Forums
Join in the discussion! We have an active user base talking about everything from optimize/configuration to tips on server set-up. Take a look at the topics that interest you or start your own conversation.
Users Manual. Get introduced to HelpSpot by learning how it's used and how to navigate the system for optimal usage. Perfect primer for Staff and Administrators alike.
Admin Manual. Provides specifics on installation, configuration and customization. A handy reference for HelpSpot Administrators.
API Manual. Gets in-depth on using HelpSpot's API's and includes sample implementations with products such as Salesforce and Active Directory. Good for Administrators looking to implement or just curious on how our API's can be used.
In-Depth. Articles and insights into our help desk software product.
Contact Us
Our customers agree, we pride ourselves on providing superior customer service.
"UserScape is an outstanding company with impeccable customer service. In critical moments they have always responded to our calls, supported their product and have gone above and beyond the call of duty."
Jean Walker — PropertySource Network
See for yourself, just drop us an email or give us a call.
customer.service@userscape.com
Phone: 845-834-2100
Monday - Friday, 9am-5pm US Eastern