HelpSpace

I've been using Helpspace for a few months now and it's the best ticketing system I've ever tried. I really love it. It has the necessary functionalities to fit perfectly into my agency's workflow. There are too many tools out there, with too many features that complicate adoption and use. Helpspace is perfectly developed, without bugs. The UX UI is very well taken care of, being clear and clean. It is a simple but fast and effective software.

I would really like to see the option to add tasks. I am looking forward to seeing how they will incorporate tasks into the ticketing system but I am confident that it will be very well developed. Personally, it is the only functionality that is missing. I also think that the reports could be a little more complete. Perhaps to be able to see the information by company and not by user.

Helpspace is simple to use, does the job and has some fine features that absolutely add value (knowledge base works well). For the price you pay, you get a good amount of software.

Helpspace does sometimes lacks features or professional UX that more advanced (and more expensive software) has. But for starting companies is a great choice.

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.

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.

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 for each.

As well as documentation, you get a customisable contact form/widget that doubles up as a pretty amazing ticketing system. My customers to get in touch, and I don't have to get lost in emails thanks to the system. It's pretty straight forward to set up, but their customer support is great and their documentation is pretty complete if you get stuck.

Probably the best part is how all of this works together and embeds into my site. It's simple to customise and embed, and you can also customise it further using the JavaScript API. It's really flexible, so you can embed your help centre or 'contact us' widget as a large popup modal, or as a smaller widget. For example, my product is a newsletter editor, so on my editor pages, I trigger the HelpSpace modal from a menu item in my own navigation, rather than using their Widget button. Whereas on other pages, I display the floating widget button.

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.