# Helpshift Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Helpshift the right Customer Service solution for you? Explore 29 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/150923/Helpshift/reviews --- Helpshift 3.9 (29) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Helpshift Ease of use 4.1 Customer Service 4.1 ## Showing most helpful reviews Showing 1-25 of 29 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Fabiana H. Learning and Development Associate Outsourcing/Offshoring Used the software for: 1-2 years ### "Effective Ticketing Software for Chats" February 20, 2020 5.0 We changed from Zendesk to Helpshift and must admit that it would've been the experience to stay given the features and functionalities were very similar at the exception of the really goo chat features that HelpShift includes. Pros The macros and shortcuts surely improve an agent's productivity. Creating several different views and queues that users have access improves the tier distribution. Their In App messaging is a life saver and extremely polished. Cons Microsoft PowerBI as their reporting system was very hard to work with. If you're not on the enterprise plan with the customer support fee, there's no way you're going to find any help or online resources that are helpful to answer your question. Alternatives considered [Kustomer](https://www.capterra.com/p/158128/Kustomer/) Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We were looking for a better tool for In App Messaging. Review Source NC Nikhilesh C. Team Lead Information Technology and Services Used the software for: 1-2 years ### "Review as a Team leader" August 20, 2021 4.0 Efficient Pros Ease of use Can create different types of views as per the requirement Reports and analysis Cons Can't export to tickets in excel Slow while assigning tickets in bulk Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) Reason for choosing Helpshift In game support Review Source Marcio Hoerlle L. 3rd party - Lead/T2 Product Support Internet Used the software for: 2+ years ### "Good platfom to reply Mobile app support tickets, but it lacks features." October 16, 2018 3.0 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. Pros 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. Cons 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. Review Source Abimbola K. Customer Support Team Lead Entertainment Used the software for: Less than 6 months ### "Artificial intelligence is the future,so is Helpshift." September 6, 2018 4.0 Helpshift enable my organization communicate with customers more efficiently.While also assisting customers find answers to their queries and concerns faster ,without always needing to reach out to the customer service team. Pros In a period when it seems companies are forgetting how to build intuitive user dashboards, I am very impressed with how intuitive the Helpshift user dashboard is,therefore making it easier to use this great product. Its ease of use has saved us important resource such as time, allowing us train new staffs on how to use Helpshift easily in a matter of hours as against days or weeks ; which is the case with most of the other software we use . Very importantly too, I love the quality of support offered my team by the Helpshift customer service desk.. Cons We have used this for less than a six month period,however I have been satisfied with the quality of service so far. Review Source RK Richard K. Player experience lead Computer Games Used the software for: 2+ years ### "Customer facing first" March 27, 2017 4.0 HelpShift has been a paradigm shift in terms of quality and up to date support for our users. Easily updatable FAQs and in-game support has been really well received by our players. Engagement is high and the easily searchable FAQs have been extremely helpful for self service support. Pros Helpshift is a great user experience, and integrates easily with our products. The easily updatable FAQs have been a massive win for me over other competing products. Cons The analytics are thin and not quite usable. Management of user roles is extremely limited and messy (not able to add admins to groups). Views are a nightmare to manage as an admin and its far to easy to break them. Review Source VR Verified Reviewer Senior iOS Developer Consumer Electronics Used the software for: 2+ years ### "Chasing bugs in the Helpshift platform" October 9, 2018 1.0 Pain. Pros Quite easy to set up, covers basic needs for customer care solution Cons On iOS, using Helpshift is pain (from developer perspective). Lot of issues, updates break stuff. Old Objective-C based code-base. HelpshiftCore.install breaks application delegate methods. For example, deep linking started working after removing Helpshift. So the SDK is doing some crazy stuff under the hood. Review Source VR Verified Reviewer QA Manager Computer Games Used the software for: 6-12 months ### "Right Tool for Customer Relationship Services" May 3, 2020 3.0 For localized Customer Relationship Management it is the one solid product can give you what you want. It also eases to use. Pros Easy to plug into your app, and I like that it’s supporting attach screenshots which are very important for CRM. The dashboard also provides the feature for localizing your FQAs for users which is quite powerful. Cons If you’re using Helpshift for your mobile apps, SDK upgrades may need users permissions mostly for Android and iOS platforms. Other than that Customer Support of Helpshift is very quick to respond when you need it. Review Source EY Emre Y. Lead Software Engineer Computer Games Used the software for: 2+ years ### "Best support ticket sdk " October 29, 2023 5.0 Everyday some of our millions of players easily use this system to share their problems. So we can focus on improving our games. Pros Integration with unity and configuration of notifaction and app settings are very easy. Also offline faq feaure is very good. Cons We want to update current sdk to new version which named SDK X to use new features but new one doesn’t have offline faq feature. Review Source PR Peeyush R. Senior Specialist Information Technology and Services Used the software for: 2+ years ### "Advanced Chat Portal to use" April 1, 2017 5.0 Easy accessibility, Advanced Chat Portal, Easy Chat Transfers, Agent Tag Routing, Knowledge Database Integration. Multiple Widgets. Pros No Ugly Pop-Up, Persistent Chat, Chat transcripts, More competent service, Instant feedback, Cons Not great on mobile platforms, he user interface and some of the user experience design can have some, let's say, interesting glitches. However, none of these problems affect security. Review Source EL Erin L. Marketing Manager Hospitality Used the software for: 6-12 months ### "Helpshift provides easy customer support at a cost" February 6, 2018 4.0 Pros The best feature of this CRM is their FAQ capability for mobile apps. It wildly narrows down your customer ticket count to those who really can't self-serve. Their tags and segmenting options help to create a super-automated customer support machine. Cons The price was high for a service dedicated solely to customer support. We had to contact support several times during set up, but they were helpful. Integration was the hardest part. Review Source VR Verified Reviewer Analista de Produto Banking Used the software for: 1-2 years ### "Atendimento ao Cliente " March 16, 2022 3.0 Foi uma boa plataforma para conseguir desempenhar meu papel como CX, ajudando os nossos clientes da melhor forma possível, apesar de apresentar alguns erros frequentes a facilidade ajudava a driblar eles. Pros É um software simples de ser usado para o atendimento ao cliente e sua compatibilidade com as aplicações do Google ajuda no dia a dia. Cons Apresenta muitas instabilidades e erros durante, muitos deles que interferem diretamente na experiência do cliente no atendimento. Review Source MP Marcel P. Product Owner Entertainment Used the software for: 1-2 years ### "Helpshift has improved our support significantly" March 27, 2017 4.0 The service itself is of good level, especially the integration in the game is of good value. Also the different tag options make it easy to prioritize the answering of the issues. The only disadvantage of Helpshift so far was slow response to a significant issue on iOS and the difficult negotiations about renewing the contract whereby the price was increased in a non logical way. In the end this was resolved. Pros Easy to use in the game and quite easy integration Review Source EJ Eden J. Service PM Entertainment Used the software for: 2+ years ### "Dragon Friends" April 1, 2017 5.0 Helpshift help us to solve our CS problem immediatly. But we want to add more usefull functions. For example, we want to count numberof CS e-mail each title too. Review Source MP Monette P. CS Manager Publishing Used the software for: 1-2 years ### "Exceptional Customer Service Platform!" March 27, 2017 5.0 Helpshift helps our CS team's job easy breezy! Probably the most efficient way to reach our players, answer their queries, updates and event announcements. Their own customer service is also reliable and indeed helpful. Here's to one great customer experience- from ours to you! Cheers, Helpshift! Review Source RJ Rajarajeswari J. AM Apparel & Fashion Used the software for: Less than 6 months ### "Need more Improvement " March 25, 2017 2.0 I have been using helpshift for the past 3 months and I don't really like it at all. Partly bcoz in my previous company I was using Zendesk and I felt its feature much more userfriendly than help shift. It could also be possible that my current company dont feel those features or functionality as neccessary but it really sucks big time. Positive points would be that the downtime is very much less and if issue reported, it is quickly addressed realtime. Keep up the good work in that front. But seriously you shld improve a lot. Pros Downtime or issue is less Cons Need lot of improvement in being user friendly especially for agents who use the tool everyday as well as the manager who runs report. Review Source RJ Raji J. Assistant Manager Internet Used the software for: 6-12 months ### "Easy to use tool" September 25, 2018 4.0 Pros It has very limited features and applications but the user interface is very user friendly.So the employees usually find it very easy to navigate and use the tool. Cons Limited features. Limited reports generation capabilities. Review Source bJ barkha J. Floor support Used the software for: 6-12 months ### "Its really good easy to handle" May 10, 2017 5.0 Pros Design / function are the one which is like most. regarding design its simple and understandable. easy to use Cons There is no cons so there is no suggestions but it takes too much time to close cases in bulk. Nice software. Review Source TD Taku D. Producer Entertainment Used the software for: 6-12 months ### "Powerfull Customer Satisfaction Tool" March 27, 2017 5.0 Definitely a powerfull customer satisfaction tool I ever used. Hopefully chat ops functions would be integrated in future. Pros Automatic customer tags help us to tier users. Review Source KN Keith N. CEO Computer Software Used the software for: 1-2 years ### "Bait & Switch" November 8, 2017 1.0 The company has been acquired by an India company and the new CEO is taking it in a very "customer unfriendly" direction. Pros Had a decent integration with our mobile app. The reports/dashboards had a nice interface that looked modern Cons Customer service was terrible. The bait & switch pricing. On renewal they wanted to up our pricing by 500% Review Source SR Syed R. Customer support executive. Used the software for: Less than 6 months ### "Very Helpfull" May 10, 2017 3.0 Pros Easy to understand and helpful to work, most of the features are clear and simple. Very easy to use. Cons Sometime takes time to open and gets hanged, also takes time to open attachments, also sometimes ask to refresh frequently. Review Source PS Paul S. Used the software for: ### "Our customers loved us more after we gave them Helpshift" March 24, 2017 5.0 We thought we were responsive and cared about our customers, but trying to handle issues with email and a FAQ page was no substitute for a carefully designed, scalable, and easy to use system. Helpshift makes it great when our users get into a jam ... because they get to learn, talk, and get out of the jam - without having to go to email or a website. Review Source SZT Sue Zann T. Game Designer Computer Games Used the software for: Less than 6 months ### "It's expensive, but worth it" March 24, 2017 5.0 We've had good customer support and their custom pricing, although more expensive than other solutions, is worth it. The ease of use and integration in-app and with push notifications is excellent. We've had some problems with integration, but their support team is quite responsive and we've been able to work through the problems. Pros Ease of use both from a customer's and agent's perspective Cons Pricier than other solutions Review Source KN Krista N. Used the software for: ### "Helpshift Review" March 27, 2017 4.0 I have been using Helpshift for almost 2 years, it is a great product! It hasn't been buggy and is overall fast and efficient. Pros Easy to use Cons The front page layout, can't see what the issue is about Review Source KR Kristan R. Used the software for: ### "Huge fan of Helpshift" March 24, 2017 5.0 I've used and recommended Helpshift across a number of different companies, and have always been greatly impressed with the service - both the in-app experience as well as the back-end agent and management tools. Review Source RZ Rich Z. Used the software for: ### "Need more Analytics" March 27, 2017 4.0 The platform is easy to use and navigate but wish we had more analytics and better stats for tracking individual and team performance. Review Source Similar Products Featured ## Related categories [Help Desk](https://www.capterra.com/help-desk-software/)[Customer Support](https://www.capterra.com/customer-support-software/)[Customer Service](https://www.capterra.com/customer-service-software/)