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Web browser (OS agnostic)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, the platform includes email ...
17 Reviews of HelpDesk
Average User Ratings
Overall
4.71 / 5 stars
Ease-of-use
5.0
Value for money
4.5
Customer support
5.0
Functionality
4.5
Likelihood to Recommend
Not likely
Very likely
July 2020
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.
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.
April 2020
Karolis from Perlas Network
Company Size: 201-500 employees
Industry: Gambling & Casinos
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
HelpDesk by LiveChat Review
Pros
Easy to use, user friendly, easy to instal
Cons
No reports export, No tags reports. Need more reports like live chat has
Response from LiveChat
Replied July 2020
Hello Karolis, thank you for your review. We implemented the ability to export reports. It enables you to export ticket metadata within the specified date range. We're constantly working on improving our reports section as well!
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
