# HelpSpot Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is HelpSpot the right Help Desk solution for you? Explore 11 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/53431/HelpSpot/reviews --- HelpSpot 4.5 (11) [View alternatives](https://www.capterra.com/p/53431/HelpSpot/alternatives/) 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 HelpSpot Ease of use 4.5 Customer Service 4.5 ## Showing most helpful reviews Showing 1-11 of 11 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use KI Katie I. IT Director Architecture & Planning Used the software for: 2+ years ### "Great basic ticketing system" October 15, 2024 5.0 Overall easy to set up, easy to use, does exactly what we needed which was an easy to use ticket system Pros Easy to use, does exactly what we need- simple helpdesk ticket software. Easy to assign tickets to techs and easy to look back through old tickets. Also has a 'wiki' function that works well Cons I can't think of any negatives with helpspot. Review Source AF Anthony F. Sr. IT Support Technician Aviation & Aerospace Used the software for: 6-12 months ### "Good feature set for the price" July 25, 2019 4.0 Pros Allows users to submit tickets via web portal or email, can then forward notification to entire team. Pricing at our user count is very competitive Cons Seems to lack certain customization. Seems to have internal errors on semi-regular basis, on the average of every few months. Switched from [Microsoft SharePoint](https://www.capterra.com/p/1167/SharePoint/) Licensing costs too high to justify continued deployment Review Source BH Brian H. Sr. Systems Administrator Non-Profit Organization Management Used the software for: 2+ years ### "Helpspot keeps improving with each release. " May 13, 2020 4.0 Helpspot has been a mainstay in our support stack for many years. It performs about how we expect it to. Pros I like that usability from a tech perspective is fairly good. We have been able to pare back some customization as the software improves and no longer requires certain workarounds. Cons I feel as though there are better more fully featured alternatives available today. I think we could maybe use more integrations with systems we already have in place. Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Review Source JT Jeff T. Co-Founder Computer Software Used the software for: 2+ years ### "Help Spot Is Our Choice For Us And Our Clients" March 9, 2023 5.0 I've been a HelpSpot user for over 12 years now. I personally never recommend anything else. Pros HelpSpot is simple to setup and use and provide just the right amount of out of the box power. Cons I think more customization in reporting would be beneficial. Review Source AK Andrey K. Director of Technology Law Practice Used the software for: 2+ years ### "Great and simple ticketing software. " March 8, 2023 5.0 Overall, HelpSpot is a great foray into the ticketing and issue tracking world. Pros Ease of use. Simple and no nonsense program. Cons The details within all the settings could get a little too complex for the everyday use. Review Source JR Johannes R. Systems Administrator Computer Networking Used the software for: 2+ years ### "Great, flexible Helpdesk Software" February 11, 2018 4.0 Faster response to customer tickets. Unclutters your personal mailbox. Free for up to three agents. Great piece of software. Pros \- The ability to serve more than one support mailbox/company/product, completely seperated - Multiple support request portals possible - automatic assignment based on rules - flexible reporting - flexible authentication - pricing Cons \- It is not possible to postpone tickets (like: user files a ticket and leaves for vacation. Then the ticket sit´s weeks in your inbox, thus spoiling your statistics) - PHP-Code is obfuscated. So it is not possible to add new features on your own - Backend needs some overhaul Review Source CB Clinton B. VP Computer Software Used the software for: 2+ years ### "HelpSpot for Basic Functionality" November 3, 2016 4.0 Love the cost of ownership of helpspot but constantly left out to dry when we dry to deploy it beautifully. Our knowledge base out of the box looks like it is from the 1980's.. even the form is pretty ancient with its interaction. The funny thing is they hired someone to make their website/helpdesk experience look great, but never offered that same service to their customers.... ? Other helpdesks have preposterous high cost per user rates, this is an great annual cost effective solution but if you are looking for smooth integration and fun features, look elsewhere. What are some features missing? popup chat widget, integrated help submission for authenticated users, sexier UI.. Pros Affordable Basic Functionality Met Cons Hosting Separately is a Pain and Additional IT nightmare keeping updated No Bells and Whistles (widgets) Old UI Review Source JV Jose V. Director of IT Higher Education Used the software for: 2+ years ### "Flexible, Inexpensive and powerful helpdesk system" May 26, 2017 5.0 This software allows us to manage our helpdesk requests fairly easily and efficiently. We've used it for 5 years now. Updates are published fairly frequently which is a plus. Pros The UI is fresh and modern. The system is easy to use and can be adapted to your organization fairly easy. We haven't had to contact support much, but when we have, the experience has ben exceptional. Cons Emailing external customers or outside vendors from within the system seems a little clunky. I believe you have to choose to use the system internally or externally when setting up. If you choose an 'internal' type setup, you might have issues sending responses to users outside of your organization. Review Source DH David H. System Admin Used the software for: 2+ years ### "I love using helpspot to support my endusers. It is an awesome piece of software!" February 23, 2018 5.0 Pros The things I really like most about this software is the intuitive interface you have to work with. Support for this software is top notch. I guarantee you will always speak to a support representative that will be very knowledgeable about the software that he/she support. Review Source BB Babatope B. Web developer Computer Software Used the software for: 2+ years ### "Easy and functional" November 6, 2018 5.0 Pros Tiered pricing that makes it affordable to add support analysts on the fly. Cons Nothing. It is perfect for our needs and has no costly bloated features. Review Source JG Jose G. Used the software for: ### "Great support tool" October 11, 2016 4.0 Found this tool easier to use and figure out than SalesForce for support. Finding, assigning, and following tickets its a breeze with this application. I really like that you can customize the UI and other several options. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.