SB: Helpdesk, Live Chat & FAQs

We use this app for our FAQ. Recently (September 2025) it revised its permissions to request full access to all our customer and order data. This is insane. We have no desire to give this app such sensitive data, just to use a FAQ. Regretfully, we may have to uninstall this app and migrate our FAQ to another app. What a waste of time.

Très bonne application qui me permer de gérer les demandes clients en les assignant à différents agents ou en programmant des réponses automatiques avec des templates. J'ai aussi pu développer la FAQ sur ce meme outil, ainsi qu'un formulaire de contact. J'utilise cette appli depuis plusieurs années maintenant.

I would not recommend this app to others because of the same reason that most of the others have given it a 1 star review... they changed the pricing model so that functionality that was free was no longer free. This had a direct impact on your live site because now only 5 FAQs were displayed on the site and any other FAQs were no longer live. The danger here is that the creators of this app directly affected your live site and the information that was displayed by changing their pricing model and forcing you to pay for functionality that was free. They also force you to upgrade and pay in order to get an export so you have to manually copy each individual FAQ from their app which means you have to edit every single one to copy the answer. Would not use any of their apps in the future.

Good app for FAQs, for the most part. Comes complete with schema markup and the ability to link to specific Q&As. The template choices are limited. There are a couple of issues with technical SEO/accessibility:

1) There are three levels for Headings and Q&As: Category > Section > Articles. If you don't use categories AND sections then you end up with skipped heading levels. In our case, we don't need a subcategory/section within each category.

2) It comes with it's own title tag, which means you get flagged in SEO audits for having multiple title tags. There's no documentation about it this, or how to work around it. I've found that you have to edit the theme code so that the Shopify title tag isn't inserted on this page.

3) The app is heavy, so the FAQs page gets flagged for being slow.

Alright alright hear me out - there is a lot of frustration here about how they handled the transition to the new (paid) subscription plans. I was frustrated too when suddenly my 5 FAQ articels were deleted, just because I didn't select any plan in time.

BUT the Helpcenter guys listened to all the negative feedback and restored every FAQ article. The support team was very helpful and there was compensation for the inconveniences. The new subscription plans are fair in my opinion.

The App is easy to use and has been updated with new features and an easy interface. Honestly if it weren't for that bumby transition phase, I think the App would have close to 5,0 stars.

I had given these guys a horrible review 9 years ago, but it appears that they have changed quite a bit since then. I needed help this morning and got Caleb on live chat in about 30 seconds. He was extremely helpful and within about 10 minutes he got into my Shopify store and fixed my FAQ problem. He was very attentive and his communication with me was excellent. I highly recommend these guys!

The contact form submissions should create tickets... too clunky.

Good support from Caleb. Quick answers and he try to guide you as best as possible

FAQ works well with many options. Had an issue once and it was quickly resolved.

Needed some tech support; contacted them via Chat and it was sorted in minutes.
Easy to use app, have used it now for around three or four years.