What do you like best?
I love how responsive the help team is! No matter what strange question I'm asking, they get back to me and help me figure it out.
What do you dislike?
I find the software to still have some bugs. Sometimes the pages reload and send me back to the menu with all of my inboxes, so I have to navigate bak to my emails. There are other small bugs but they don't really affect our day to day usage or cause actual problems. Any that DID, we've reached out about and those have been fixed.
We also need and are looking for a more robust reporting / at a glance system to be able to see some of our metrics and numbers. We want to be better able to track how many responses our agents are sending out, how many tickets have had 0 replies in a 24+ hour time period (usually NONE but stuff happens, and being able to see those outright would be great), how many cases are coming in. My direct report has reached out asking for more info on how it might be possible to acheive this so we are waiting on that response. That is a bit outside of my role so I am just not as familiar with it to add it here.
Recommendations to others considering the product:
Go ahead and get in there. Try it out. The customer support/dev team are super helpful and responsive!
What problems are you solving with the product? What benefits have you realized?
We utilize Helpwise as a shared inbox to provide tech support to clients using a particular software. Helpwise lets us collaborate effectively and send emails as one support persona. As we have grown and our needs have changed, we've been able to connect with the devs/support team and truly modify the product to work for OUR needs. This level of personalized support is fantastic!
As I've learned the program, I've found all sorts of neat features Helpwise has. The ability to check to see how many tickets each of my agents have is great. The logic builder for rules is straightforward to use (easier than Gmail). The tagging system took me a minute but now that I understand it, it makes sense (also, they cleaned up our mess, so now it's working even better).
It's definitely the easiest shared inbox I've ever used. I haven't used a ton, but everyone is able to jump right in and get started even if they don't have past experience.
