HelpSpot

HelpSpot is a ticket management system that provides every needed feature without surplus unnecessary things you don’t need. It is possible for customers to create tickets through the portal, or to have tickets created through emails, it is possible to include it a sidebar on the company’s site, and have other options programmed easily with its powerful APIs. It allows for all of the company’s support needs to be organized from one location.

It allows for common ticket management features, such as: creating custom views, detection of multiple agents working on the same ticket, performing controls with permission assignment to groups, creating custom fields and workflows to organize processes. There are multiple possibilities to reply to tickets, with the use of templates or canned responses, and the creation of flexible notes and notifications to agents.

There is a variety of seeded real time reports and filtering options, as well as comparison matrix reports. It allows for automation of workflows, SLAs rules, escalation and notifications procedures. It supports integration with emails, with email templates branding, use of images and HTML on replies, spam filtering.

It allows to create multiple brand portals using just one account. It is possible to create a knowledge database with different knowledge books, and documentation and notes for customers to access through self-service or for internal agent use. There are tools available to integrate the helpdesk system with all other tools the company uses, through integration and APIs, and the user of Zapier to connect with other apps.