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HelpStar Help Desk Software Test Drive 2008 User Reviews
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"Very Buggy software, poor support,no bug fixes"
Version: HelpStar Help Desk Software Test Drive 2008 10.0.196
Pros
Not a whole lot
cant even pin it to the Windows 7 Taskbar, been an issue in every versionCons
See Summary, to many to list here
Summary
The software is very inflexible when you want to start customizing it and diving into it. There is no API to allow for customization. If you are thinking about this software, please use for several months heavily before you commit. Some of the bugs include Ctrl Z not working, it reverse highlights miss spelled words, i had to tell support what was going on, they couldn't figure it out, their solution, turn off spell check. Very often we also get generic program errors, there is no logging and no debugging mode, so HelpSTAR is clueless when something goes wrong. Dont plan on anything happening unless they can recreate it in their system. The only thing that is decent is the time it takes for their helpdesk tech to call me back after i submit a ticket, otherwise the software is not recommended at all. We use things like business rules, and project stuff, but it is very inflexible for what we are trying to do. New user setups, things like that. Also the last update completely broke our asset management in HelpSTAR we were told it would be a few weeks before they could have it fixed, really a few weeks to fix that? I could go on all day, but i think you get the point by now.
We have been using HelpSTAR since 2009. The program at first isnt bad, it does a lot of things other HelpDesk programs cant do, but after you use it for a while you start to notice a lot of issues with it. In the 3 years we have had it in production (10 reps using it) we have submitted over 100 bug issues to HelpSTAR and maybe 5% were actually fixed. We still have bugs back from HelpSTAR 2009 that havent been resolved in 2012. The interface is extremely poor and takes forever to populate, clicking buttons takes several seconds and sometimes locks up. We are running Dell Precision towers with Quad core xeons, and solid state drives. The software seems to be getting more bloated and slower everytime they put out a new version. The licensing costs and renewal costs are also outrageous. The yearly renewal for 10 users is nearly $4000, on average we submit 50 tickets a year for bugs, and maybe 3 get fixed. That isnt worth $4000 a year to us.
Updated on May 1, 2012
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