Hipporello Service Desk

Avantages

I love how easy Hipporello has made it to centralize and gain full visibility over our HR requests. We used to deal with internal Slack messages and long email chains that would get buried or lost. Now, we have a seamless ticketing management system that's not only pretty and intuitive on the front end for the team but also clean and organized on the back end for the HR ticket owners. We've received a massive amount of positive feedback on how this system has simplified things for the team.

Inconvénients

In our case, we have to keep portals and help desks on separate Trello boards to protect privacy for HR requests. This setup can make it challenging to maintain uniformity and standardization across the 4-5 different boards we manage, especially when updating multiple forms. Despite this, the Hipporello team's openness and responsiveness to feedback give us confidence that, should it ever become too challenging to manage, they would be ready to adjust their roadmap and deliver a solution.

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Avantages

So easy to set up. Everything is configurable or they've thought of a better solution. Works so well into trello. Has both the form AND email conversion to trello tickets. Love being able to communicate with those who filled it the form directly through trello.

Inconvénients

Ummmm haven't found anything not to like.

Alternatives envisagées 

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Avantages

Fully integrated with Trello
Ease of use

Inconvénients

Few customization
Very poor administration service and billing support

Avantages

The automation and form setup are imperative to how we do business. Without the implementation of the forms, we would have had no way to do business during the lockdowns, and would not have been able to help as many pets as we did, and continue to.

Inconvénients

When we initially started using Hipporello, it was free. Now that we've built our website around it, we're kind of a captive customer and the cost has increased exponentially every year. As a non-profit with pretty much no overhead, we have to rely on donations, and although we get a discount for being a 501c3 , this cost is still pretty high.

Avantages

I am the user who was responsible for the initial setup, and I was very grateful for how intuitive it is to build forms and automations, with little need to reference Hipporello's documentation (even though they do have extensive and helpful and easily accessible documentation, too). For a small team with a new product, we're constantly changing, and it's so easy to go back into the Admin Center to make updates. Hipporello is constantly making updates and improvements too, and it's always exciting to see what they do next.

Inconvénients

There is no option to allow management to view the Trello board associated with the form submissions without adding them as a licensed Hipporello user. It would be great if, in the future, "Read Only" users could be added to the Trello board without increasing the Hipporello cost.

Avantages

Hipporello makes immediate and rational responses in matters customer help, and all the communication dynamics are well covered.

Inconvénients

Hipporello is objective and every contradiction is well covered without bugs.

Avantages

Hipporello Service has a close customer follow up, where tracking of any case is done immediately.

Inconvénients

Hipporello Service has managed to offer adequate and manageable customer assistance.

Avantages

CUSTOMER SERVICE OPTIONS ARE GREAT ESPECIALLY IF YOU RUN A BUSINESS THAT REQUIRES IMMEDIATE RESPONSES.

Inconvénients

WAS A LITTLE HARD TO NAVIGATE AT FIRST BUT WITH HELP FROM CUSTOMER SERVICE [sensitive content hidden] IT WAS A BREEZE

Avantages

Their automations features are handy and easy to use and saves a lot of time.

Inconvénients

They charge cost based on the members of Trello present. But not all the members of Trello are directly involved with the backend/Hipporello. So if there is any option for assigning roles. So that only those certain members will be charged for using Hipporello not all the other members present in Trello.

Avantages

The ability to customize the page the way we want to see it.

Inconvénients

The web version is very slow. Although we are already using the faster app version.

Avantages

- The support is amazing!
- It's the perfect quick IT ticketing solution
- It seems like the Hipporello team has done this before - everything you need is here or either in development
- When they say something is developed it actually is and it's also released around the date they say it is (last was Google SSO)

Inconvénients

Nothing, everything was fine! With their support it's easy to manage.

Avantages

Gosto de utilizar Hipporello pois é simples e prático. Não é necessario muito conhecimento para mexer nele, e é bem explicativo os itens

Inconvénients

As vezes a sincronização com o Trello falha, mas nada muito grave

Avantages

The team have been a great help with any questions and otherwise it's been straightforward to use at a reasonable price

Inconvénients

The time it took to get across all these different products, wish I found it sooner.

Avantages

- super support service (kudos to the team)
- a very nice look&feel within Trello
- very easy to set up
- great configurability is a super easy way
- Going live in a extremely short period

Inconvénients

- need more and configurable stats based on there own statuses and more
- better notifications for updated tickets (cards)

Avantages

The ability to move tickets from one task to another, easily

Inconvénients

The way the board looks when we have multiple tickets, they all seem to blend together and its hard to figure out which ticket is which.

Avantages

It integrates really well with Trello making a custom workflow possible.

Inconvénients

It sometimes misses the functionality of a more common helpdesk software like Freshdesk.

Avantages

Simple to use, pro and very fast support, full automatization of tickets.

Avantages

How easy Hipporello made it to use the power-up is great. I was able to add a Contact Us form to my website (a great improvement from my previous form) and for the submissions to be directly imported onto Trello through a card. Although, the best part of my experience with Hipporello was that the Leading Engineer (the person that developed the software) set up a video call with me to help me with installing the form on the website. What a service!

Inconvénients

I wish Hipporello came on the market sooner!