I don’t understand the functionality of this product. What basic need does it answer to?
Is this a ticketing system only? What is the purpose of the product? Why would an organization be satisfied with it?
After all this is not a CRM software, so how do you archive all communication with the customer in the same place (in CRM)?
As far as the API, I have not seen many examples and the examples you do mention are showing how to display info from CRM (ie., Salesforce.com) to HelpSpot, but not how to store info from HelpSpot to CRM.