About HelpDesk

HelpDesk is a cloud-based ticketing software that helps small to large businesses deliver customer support services. The platform enables users to manage client communication, queries, tickets, feedbacks and surveys.

HelpDesk includes various features such as tagging, private notes, assigning tickets to specific agents, data protection, information sharing, collaboration and ratings. Additionally, it allows users to add chat widget to website and filter tickets basis agents, dates, ratings and more.

HelpDesk enables users to automate customer communication with statuses and canned response. It also offers ticket assignment, private notes, custom comments and agent groups to help collaborate with team members. Additionally...


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26 Reviews of HelpDesk

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Showing 1 - 20 of 26 results

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July 2020

User Profile Picture

Anna from cux.io

Verified Reviewer

Company Size: 2-10 employees

Industry: Internet

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Customer support

5.0

Functionality

5.0

July 2020

The ideal tool for Support Teams

Pros

Using this ticketing system, you can manage all of your communication with clients (emails, live chat messages, and others) in a simple and easy way. You can create ticketing lists using defined filters or tags – it helps to manage tasks between teammates. I really like the feature of adding your own notes to the ticket – thanks to that all users can see it and use it to solve the client’s problem.

Cons

Pricing is a bit high, so there is a possibility that startups and small companies won’t be able to afford this tool.

April 2020

Stephen from Beach Church

Company Size: 11-50 employees

Industry: Religious Institutions

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

3.0

April 2020

Very Useful to start a Helpdesk experience

Overall Helpdesk has been great for me to begin using a ticket system. Before we where using Helpdesk it was difficult for my team to keep track of which problems were solved and who was responsible for them, but now my agents always know what they are responsible for and they are able to see each ticket though to completion.

Pros

Helpdesk is very easy to get started with and is extremely affordable compared to other options. It was very easy for me to already use our existing Helpdesk email address and give my agents a way to track their tickets. The software is very easy for my agents to understand and it is great that they can access it online anywhere.

Cons

I would like to see an option for omnichannel so we can respond to customers in the medium they use to first reach out rather than always have to redirect to our support email.

Reasons for Choosing HelpDesk

Zendesk was way too expensive for us as a small business. They have much better features than Helpdesk, but since we are not a large scale company yet we do not need all of the features Zendesk offers and we can not afford to pay for them.

March 2021

Madde from SeQure Underwriters dba Wingman Insurance

Company Size: 2-10 employees

Industry: Insurance

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

March 2021

Awesome System!

Overall, this feature has been super useful to my business, highly recommend!!

Pros

This product is so easy to use. I love the ability to assign different messages to different users.

Cons

I wish that we would be able to receive a notification sound when we received a message on the help desk.

March 2021

Lianne from Karla Silver

Company Size: 2-10 employees

Industry: Professional Training & Coaching

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

3.0

Value for money

3.0

Customer support

2.0

Functionality

2.0

March 2021

Helpdesk

We purchased this program to help us with ticket management, as we were handling our customer service tickets through regular email. This system does allow us to do that. However, the system is not customizable, and it is very cumbersome and clunky. I would definitely not recommend this system to anyone else.

Pros

-- Provides an easier way to manage requests that come into our business than through regular email. -- Gives an option for writing internal notes so that agents can make private comments to one another inside tickets for background -- Keeps all our support requests in one location so they are easier to find and manage than regular email

Cons

-- Templates / emails cannot be customized without knowledge of HTML -- Poor customer service -- we have submitted tickets as well as chatted with CS on issues that required further investigation on their end. They have told us each time they would get back to us, but they never have. If they can't resolve the issue right at that moment, we never hear from them again. -- Our automated responses that we have set up to trigger when someone submits a ticket go our to every agent, every single time someone submits a ticket. Very annoying. The automated responses also become part of the ticket thread, which makes the threads long and cumbersome. We have asked them to please shut this off, and have been told they cannot do that.

Reasons for Choosing HelpDesk

Another team member was using Livechat, and suggested that Helpdesk would integrate more easily with Livechat.

January 2021

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Vanessa from Delesign

Verified Reviewer

Company Size: 51-200 employees

Industry: Design

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

January 2021

Efficient and Easy to use!

I love how it makes our tasks easier and we're excited to discover more of its other features that we can use in our other lines of business. :)

Pros

What I liked the most about HelpDesk is that it gives us the convenience of being able to work on our tickets on an organized page, thus saving a lot of time. It's simple and so easy to use. The internal note feature ensures that everyone in the team is on the same page, resulting in a great client experience.

Cons

I'm still in the process of getting to know more about HelpDesk but I'm already loving it.

July 2020

Nicholas from The Blog Fixer

Company Size: 2-10 employees

Industry: Information Technology and Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Functionality

4.0

July 2020

Easy to use!

Pros

HelpDesk is very easy to set up and start using. I find it especially helpful for some of our non-technical co-workers, compared to other support software we've used which required some extensive instructions to help onboarding coworkers.

Cons

Certain actions can only be done using the multiple select checkbox, for example closing a single ticket either requires you to go into the ticket and update the status, or use the multiple select checkbox to close a ticket. The spam filter is also quite annoying, while it does block a lot of spam emails, we've missed quite a few non-spam tickets, resulting in upset clients.

Reasons for Choosing HelpDesk

Mainly price, we're a smaller company that can't justify the higher price for many features we don't use that other services offer. Also simplicity, while extra features can be helpful, they tend to slow us down as a smaller team.

July 2020

Abdul from PrinterCo

Company Size: 2-10 employees

Industry: Information Technology and Services

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

July 2020

Better than others I've used

Pros

I used to use LiveChat ticketing but it wasn't mobile friendly.

Cons

+ Doesn't have direct integration with ChatBot. + No smileys when replying to tickets.

Reasons for Choosing HelpDesk

Budget

Reasons for Switching to HelpDesk

Mobile responsive

April 2020

Rex from Code Armada

Company Size: 51-200 employees

Industry: Computer Software

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Customer support

3.0

Functionality

3.0

April 2020

Superb Product but lacking some features

Pros

It's easy to understand and aesthetically pleasing to work in.

Cons

It lacks some of the more advance features that more mature Helpdesk solutions offer. The integration with their livechat product is weak and essentially worthless.

Reasons for Choosing HelpDesk

Better pricing

Response from LiveChat

Replied April 2020

Hi Rex, Thank you for your feedback! We do our best to create the best help desk experience for our customers and to constantly improve our product. We want HelpDesk to be simple to learn and use. Some more advanced features would not correlate with delivering our core value. If you don't mind, we will be in touch to collect a few more information regarding LiveChat integration. Cheers, HelpDesk Team

August 2020

User Profile Picture

Anushka from Purplerain Technologies

Verified Reviewer

Company Size: 11-50 employees

Industry: Computer Software

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

August 2020

Efficient solution for customer support

When it comes to ticket management and building a better customer bond helpdesk was very easy and detailed to work with

Pros

When it comes to ticket management and building a better customer bond, HelpDesk is one tool that will be on the top of my recommendation list. All the results are present in one place that makes it easy for me to take a look and enhance my performance. Everything is so detailed and simple.

Cons

I don’t have such a problem with this application, my work is going on smoothly without any hassle as such.

March 2021

PAMELA from Association of Social Work Boards

Company Size: 51-200 employees

Industry: Individual & Family Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

March 2021

Review

Pros

yes. The ease of using the product. The availability of the product.

Cons

There is a learning curve to using this product, but once you have familiarize yourself with it, it is awesome.

January 2020

Richard from Monroe & Kent Home

Company Size: 11-50 employees

Industry: Retail

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2020

Better than the rest!

We've used Salesforce Service Cloud, Zendesk, Groove and a slew of others. The team at Helpdesk has built a functionally rich solution that doesn't require a degree to understand how to operate. We're able to manage tickets in a clean and visually minimal environment and get information without needing to execute multiple clicks. Definitely recommend this solution for teams of all sizes.

Pros

Super easy to get up and running and start managing customer support inquiries. The support team at HelpDesk is very attentive in addressing any questions.

Cons

Tighter integration with LiveChat when we selected the software would have been great, but that has since been rolled out.

July 2020

Michael from Vendict

Company Size: 2-10 employees

Industry: Program Development

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

July 2020

A great deal in using HelpDesk

Pros

We can manage all support tickets from one place. It gives us the opportunity to be more organized. Finally, we can share the responsibility for tickets and assign roles to the team members. We support ourselves in real-time with private notes in every complex customer case. This allows us to rely on each other and share our knowledge smoothly. Also, HelpDesk provides reports on ticket operations which we find helpful. Analyzing them gives us a new perspective on our work.

Cons

The user interface (UI) could be slightly improved

July 2020

Gero from Pet Protect

Company Size: 11-50 employees

Industry: Financial Services

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

July 2020

Helpdesk

Seemless integration

Pros

Having come from not using any email managment software (only Outlook), the tool has prived invaluable. It integrates seemlessly with the livechat product, which we also use and provides a wealth of data which we could only dream of before. It is easy to use, ease to train out and super easy to implement

Cons

Nothing difficult, I would like more data reports but I'm sure that will come in timr

Reasons for Choosing HelpDesk

Helpdesk was selected as it integrates with the livechat product which we also use

March 2021

STACEY from New road inn

Company Size: 2-10 employees

Industry: Hospitality

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

3.0

Customer support

2.0

Functionality

4.0

March 2021

Help desk was pretty helpful

all in all i like helpdesk, a few things need work, but i would definitely recommend it.

Pros

I liked the fact that no matter what the issue was all i had to do was turn it over to help desk and they either tell me how to fix the problem or take over and fix it from their end.

Cons

I think the only problem i found was it isnt very user friendly. They need to work on communication with their customers.

March 2021

Haruna from Zangon Aya textile

Company Size: 2-10 employees

Industry: Entertainment

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

March 2021

Good and successful

I'm trying but no easily control some object.

Pros

Leaning and business because that help about this thechnology

Cons

About creating password that is most be be problem in this software

Reasons for Choosing HelpDesk

For business and developing

July 2020

User Profile Picture

Rafal from Harmonizely

Verified Reviewer

Company Size: 2-10 employees

Industry: Computer Software

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2020

Simple helpdesk solution

Pros

Simple yet very powerful helpdesk tool which helps to manage all the customers' requests in one place. It's very easy to integrate it with Gmail, Yahoo! Mail, Outlook and Office 365. It integrates with different tools using Zapier integration.

Cons

Everything is fine. I don't have any cons. Everything works as expected.

August 2019

User Profile Picture

Thomas from Friskus

Verified Reviewer

Company Size: 2-10 employees

Industry: Computer Software

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

August 2019

Helpdesk

Pros

I'm very happy with Helpdesk, it solve our support problems, recommended. Like that they keep me posted when they implement some features I requested / wished through their support.

Cons

For now nothing particular, it's a young product, so limited in features, but they add features week by week.

March 2021

Subrena from Association of Social Work Boards

Company Size: 11-50 employees

Industry: Non-Profit Organization Management

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Functionality

3.0

March 2021

Easy to Learn

Monitoring responses going out in tickets is much easier than monitoring multiple email accounts.

Pros

This product was easy to learn. We learned the functions in an afternoon of training. The canned responses feature save alot of time.

Cons

Emails get caught in Spam sometimes when they aren't spam.

March 2021

Felicia from ASWB

Company Size: 51-200 employees

Industry: Non-Profit Organization Management

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

3.0

March 2021

Help Desk REview

It is working well for managing our emails.

Pros

The system is fairly easy to use and is intuitive.

Cons

Some of the features do not work as promised.

Reasons for Choosing HelpDesk

Price and features.

July 2020

User Profile Picture

Maryna from Snovio

Verified Reviewer

Company Size: 11-50 employees

Industry: Computer Software

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2020

I am in love!

Pros

We care about the individual approach to the customer, and HelpDesk supports us in this. Thanks to the teams, the customer can be assigned to the appropriate department. That makes our answers swift and accurate. Besides, we can send messages in line with our brand identity through email templates. What we love about it is that customers immediately know that they're dealing with us, and they're more willing to interact.

Cons

HelpDesk is so easy to use I don't have any complaints.