HelpDesk

RATING:

4.6

(64)

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 notificat...

Awards and Recognition

FrontRunner 2024
Software Advice's FrontRunners report ranks top products based on user reviews, which helps businesses find the right software.

HelpDesk Pricing

Team - $29/month per agent (billed annually) or $34/month per agent (billed monthly) Enterprise - Please contact LiveChat Software for pricing details

Starting price: 

$29.00 per month

Free trial: 

Available

Free version: 

Not Available

Get messages from multiple sources on one dashboard
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HelpDesk Reviews

Overall Rating

4.6

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4.5

Value for money

4.5

Functionality

4.5

Most Helpful Reviews for HelpDesk

1 - 5 of 64 Reviews

Wayne

Verified reviewer

Retail, 1 employee

Used daily for less than 2 years

Review Source: GetApp
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

3

VALUE FOR MONEY

5

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed March 2022

The best HelpDesk for small business website owners

Customer Support was hard to get a hold of through Shopify App and took over a week to get help and then was told I cannot use my HelpDesk on Shopify I would have to start over with a new account.

PROS

Features, layout, tags, spam blocking, email signature in outgoing emails, domain verification for outgoing emails so it has our email address

CONS

You can not integrate with Shopify unless you start a whole new account with a different domain and email then you have to start all over from scratch. Very disappointed as I have an integration with LiveChat but HelpDesk is separate for some reason in Shopify and they are the same company.

Reason for choosing HelpDesk

Because it integrates with LiveChat which I have used for over 6 years.

Reasons for switching to HelpDesk

HelpScout was very difficult learning curve and made for bigger teams. Gorgias could not get my domain verified to use my company email address to send and reply to customers.

Chad

Consumer Services, 51-200 employees

Used daily for less than 2 years

Review Source: Capterra

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed December 2022

Operations and Admin use with My Secure Advantage Inc. (MSA)

We love it. We use HelpDesk, LiveChat, and ChatBot

PROS

We love the ability to quickly process support and/or member-facing requests through the website or the App.

CONS

N/A - Support isn't available live since we are on the west coast of the United States and y'all are in Poland. Even though we have to submit tickets, support has been very quick and collaborative

Reason for choosing HelpDesk

The intergration of the three products we have HelpDesk, LiveChat, and ChatBot

Reasons for switching to HelpDesk

Poor support and availability

Adam

Marketing and Advertising, 2-10 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed June 2024

Efficient Help Desk solution

Even though in our business model we don't deal with as many clients as say a manufacturing company, it is still important to solve clients' inquiries on time. Being a small company, without the integrations and the efficient management, that wouldn't be possible.

PROS

The feature I like the most that influenced me to choose HelpDesk is the ability to integrate it with a plethora of different platforms and automate a lot of processes. At this stage of growing our company, we are focused on streamlining our workflow and optimizing the usage of the resources we have.

CONS

I don't think there are many things they got wrong. We had some glitches and slowdowns on certain occasions. Also, I think a sound notification when a new message arrives could be helpful.

Reasons for switching to HelpDesk

We wanted to try the new integrations inside of HelpDesk when they first came up with them and we decided afterwards to migrate platforms.

Lianne

Professional Training & Coaching, 2-10 employees

Used daily for less than 6 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

3

EASE OF USE

3

VALUE FOR MONEY

3

CUSTOMER SUPPORT

2

FUNCTIONALITY

2

Reviewed 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.

Reason for choosing HelpDesk

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

Vendor Response

Hi Lianne, Here's Weronika from HelpDesk. Thank you for your honest review. I've read it carefully and would like you to know that it's crucial to make HelpDesk usable and meet your needs. Email templates indeed require HTML knowledge, but luckily you can always use our default template. It's ready to implement and will make your messages look professional. I'm sorry we left your message unanswered. We didn't do this on purpose. Our support heroes do their best 24/7 to answer your doubts. I'll see what happened with your ticket to make sure this never happens again. Now, the issue with automated workflows. They're designed to make your job easier, so I deeply regret that it didn't work out as expected. I'd appreciate knowing exactly how you've set them up so we can make them run in your favor. Email us directly at weronika@helpdesk.com to discuss the matter and reactivate your account for a month for free. I'll do my best to make your experience with HelpDesk enjoyable.

Replied May 2021

Gerry

Marketing and Advertising, 11-50 employees

Used daily for less than 6 months

Review Source: Capterra

OVERALL RATING:

5

EASE OF USE

5

FUNCTIONALITY

5

Reviewed June 2024

Good Choice

PROS

The clean design and ease of use are what I like most about HelpDesk.

CONS

A direct print option would be nice to have.

Reasons for switching to HelpDesk

HelpDesk is better designed and more effective for what our company does.

Vendor Response

Gerry, thank you for your review! We're thrilled you find HelpDesk's design and usability beneficial. We appreciate your suggestion for a direct print option and will consider it for future updates. We're glad HelpDesk better meets your company's needs. Feel free to reach out if you need anything! Best, The HelpDesk Team

Replied June 2024