I’m evaluating HelpSpot currently. I have some feedback echoing some of the notes posted above:
- customer screens: it would be nice to be able to view customers, and which requests are attached to them (rather than have to create a request to see the customer request history.) I understand I can build this myself in an external system using the API, but it’s time-consuming and a barrier to entry. Also, it means that rather than being able to update each request our existing (external) customer ID, our HelpSpot users have to do this manually each time the same client creates a request, which is repetitive and inefficient (unless I’m missing something?)
- channels: much less important than the client DB, it would be nice to be able to specify what channel a request was initiated through (we support email, online chat, phone, mail, facebook, twitter.) We can do this through a custom field, which is fine.
I hope this helps -