--- title: "HelpDesk Software Overview 2026 - Features & Pricing" description: "Review of HelpDesk Software: system overview, features, price and cost information. Get free demos and compare to similar programs." source_url: "https://www.softwareadvice.com/help-desk/helpdesk-profile/" page_type: "product" language: "en" --- [Home](https://www.softwareadvice.com/) / [Customer Service Software](https://www.softwareadvice.com/crm/customer-service-comparison/) / HelpDesk Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. Overview [Reviews](https://www.softwareadvice.com/issue-tracking/helpdesk-profile/reviews/)[Alternatives](https://www.softwareadvice.com/issue-tracking/helpdesk-profile/alternatives/) # HelpDesk Review From $29-$50/month Free trial 3 plans Updated October 20, 2026 Written by [Alejandra Aranda](https://www.softwareadvice.com/resources/author/alejandra-aranda/) Content Analyst Edited by [Lindsay Page](https://www.softwareadvice.com/resources/author/lindsay-page/) Editor Wondering if HelpDesk is right for your organization? Our Customer Service Software selection experts can help you in 15 minutes or less. On this page - Our Summary - User Interface - Popular Alternatives - Pricing and Plans - Features - Integrations - Key Sentiments - User Reviews - Frequently Asked Questions - Popular Comparisons ## Our Summary HelpDesk 4.6 [(184)](https://www.softwareadvice.com/issue-tracking/helpdesk-profile/reviews/) FrontRunner 2026 Pros: - Ease of use - Customer support Cons: - Lack of advanced features - No mobile app Pricing Starting at $29.00 per user per month ### What is HelpDesk: HelpDesk is a centralized ticketing platform that provides support, information, and solutions to both customers and employees. HelpDesk offers ticket management, automation, and detailed reporting, and it also offers artificial intelligence tools for writing and summarizing documentation and communication. ### Why we like HelpDesk: HelpDesk appears on the [Best Customer Service Software](https://www.softwareadvice.com/crm/customer-service-comparison/) list with a 4.6/5-star rating. Users mention appreciating issue tracking, multi-channel communication, and the live chat. HelpDesk also offers tagging, private notes, ticket assignments, statuses, canned responses, and more. ### Who should use HelpDesk: HelpDesk is best for help desks in IT, SaaS, retail, and sales. Midsize businesses review HelpDesk the most, highlighting its ease of use (4.7 stars) and customer support (4.6 stars). It also offers integrations with other business, e-commerce, and customer relationship manager (CRM) systems. Do you work for HelpDesk? [Manage this product listing](https://www.g2.com/products/helpdesk/claim_requests/new?auto=true) Wondering if HelpDesk is right for your organization? Our Customer Service Software selection experts can help you in 15 minutes or less. ## HelpDesk User Interface ## Popular HelpDesk Alternatives Main Product HelpDesk 4.6 [(184)](https://www.softwareadvice.com/issue-tracking/helpdesk-profile/reviews/) Ratings Breakdown - 4.68Ease of use - 4.40Value for money - 4.53Customer support - 4.41Functionality Pricing Starting at $29.00 per month Get Price Alternative Product [Salesforce Sales Cloud](https://www.softwareadvice.com/product/2764-Salesforce/) 4.4 [(18816)](https://www.softwareadvice.com/product/2764-Salesforce/reviews/) Ratings Breakdown - 3.99Ease of use - 4.05Value for money - 4.13Customer support - 4.38Functionality Pricing Starting at $25.00 per month Get Price Alternative Product [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) 4.4 [(4094)](https://www.softwareadvice.com/product/26892-Zendesk/reviews/) Ratings Breakdown - 4.33Ease of use - 4.16Value for money - 4.26Customer support - 4.36Functionality Pricing Starting at $55.00 per month Get Price Alternative Product [LiveChat](https://www.softwareadvice.com/help-desk/livechat-profile/) 4.6 [(1729)](https://www.softwareadvice.com/help-desk/livechat-profile/reviews/) Ratings Breakdown - 4.65Ease of use - 4.49Value for money - 4.59Customer support - 4.49Functionality Pricing Starting at $25.00 per month Get Price Alternative Product [LiveAgent](https://www.softwareadvice.com/crm/liveagent-profile/) 4.7 [(1789)](https://www.softwareadvice.com/crm/liveagent-profile/reviews/) Ratings Breakdown - 4.57Ease of use - 4.64Value for money - 4.69Customer support - 4.57Functionality Pricing Starting at $15.00 per month Get Price Alternative Product [Milvus](https://www.softwareadvice.com/it-management/milvus-profile/) 4.8 [(298)](https://www.softwareadvice.com/it-management/milvus-profile/reviews/) Ratings Breakdown - 4.79Ease of use - 4.66Value for money - 4.66Customer support - 4.66Functionality Pricing Starting at R$35.00 per month Get Price ## HelpDesk Overview HelpDesk.com is a cloud-based ticketing platform for customer service teams, part of the Text.com customer service platform. Small businesses and enterprise teams use it to manage tickets from email, chat, and messaging in one queue. AI handles the repetitive work: tagging, summarizing, detecting language, and suggesting replies. Automation routes tickets, escalates SLA risks, and follows up so your team stays on the tickets that need judgment. Private notes, canned responses, custom fields, and ticket assignments keep team collaboration tight. Integrations with CRM, chat... , and project management tools connect HelpDesk.com to the rest of your stack, so support work doesn't live in a silo. ## HelpDesk Pricing and Plans HelpDesk has three plans. Team is $29.00/user/mo billed monthly. Business is $50.00/user/mo billed monthly. Enterprise is custom-priced. Free trial Team $29.00 per user, per month This plan is available at $29 per agent billed annually or $34 per agent billed monthly.… Team plan includes: - Unlimited free viewers - 5 teams - 5 forwarding addresses - 5 reply addresses - One custom domain - 5 email templates - 5 active rules - 5 activated custom fields Business $50.00 per user, per month This plan is available at $50 per agent billed annually or $59 per agent billed monthly.… Business plan includes: - 100 teams - 100 forwarding addresses - 100 reply addresses - 100 custom domains - 100 email templates - 50 active rules - 20 activated custom fields Enterprise Custom Quote Available Enterprise plan includes: - Dedicated account manager - Product training - Software engineer support - Security assistance - White label Confused about pricing? We've got you covered. Get a personalized pricing breakdown tailored to your specific needs—no guesswork, no generic estimates. ### Our Analysis of HelpDesk's Pricing Plans We've conducted a thorough analysis of HelpDesk's pricing structure to help you determine the most suitable plan for your organization's needs. By examining the features and costs associated with each option, we aim to provide you with the information necessary to make a well-informed decision. HelpDesk offers three distinct pricing plans: the Team Plan, the Business Plan, and the Enterprise Solution. Each plan is designed to cater to organ... izations of varying sizes and complexities, ensuring that you can find a solution that aligns with your unique requirements and budget. \*\*Team Plan\*\* The Team Plan is tailored for growing teams with entry-level needs. At $29 per agent per month when billed annually (15% discount) or $34 per agent per month when billed monthly, it provides an affordable solution for businesses looking to streamline their customer support. \*\*Pros:\*\* - \*\*Budget-friendly:\*\* The Team Plan offers a cost-effective option for teams with limited financial resources. - \*\*Scalable:\*\* As your team grows, the per-agent pricing model allows for easy scaling without breaking the bank. - \*\*Essential features:\*\* This plan includes all the necessary tools to manage and resolve customer inquiries efficiently. \*\*Cons:\*\* - \*\*Limited customization:\*\* The Team Plan may not offer extensive customization options for more complex workflows. - \*\*Lack of advanced features:\*\* Some advanced features, such as custom integrations or AI-powered automation, may not be available in this plan. - \*\*Potential for outgrowing:\*\* As your business expands and requires more sophisticated features, you may need to upgrade to a higher-tier plan. \*\*Business Plan\*\* The Business Plan caters to organizations with complex operations, offering a comprehensive set of features at $50 per agent per month when billed annually (15% discount) or $59 per agent per month when billed monthly. \*\*Pros:\*\* - \*\*Advanced functionality:\*\* This plan includes a wide range of features to handle intricate customer support processes and workflows. - \*\*Increased efficiency:\*\* With access to powerful tools and automations, your team can resolve issues faster and more effectively. - \*\*Customization options:\*\* The Business Plan allows for greater customization to align with your organization's unique requirements. \*\*Cons:\*\* - \*\*Higher cost:\*\* The per-agent price is steeper compared to the Team Plan, which may strain the budget for some businesses. - \*\*Learning curve:\*\* With more advanced features comes a potential learning curve for your team, requiring additional training and onboarding time. - \*\*Feature overload:\*\* Some organizations may find the extensive feature set overwhelming or unnecessary for their specific needs. \*\*Enterprise Solution\*\* For corporations requiring a fully customized approach, HelpDesk offers the Enterprise Solution. Pricing is tailored based on the organization's specific needs, and interested businesses are encouraged to contact HelpDesk directly for a personalized quote. \*\*Pros:\*\* - \*\*Tailor-made solution:\*\* The Enterprise Solution is designed to meet the unique demands of large-scale corporations. - \*\*Dedicated support:\*\* Clients receive personalized attention and support from HelpDesk's expert team. - \*\*Seamless integration:\*\* The solution can be seamlessly integrated with existing systems and workflows. \*\*Cons:\*\* - \*\*Pricing uncertainty:\*\* Without a fixed price, budgeting for the Enterprise Solution can be challenging. - \*\*Lengthy implementation:\*\* Customizing and implementing a bespoke solution may require a significant time investment. - \*\*Dependency on vendor:\*\* With a highly customized solution, organizations may become more reliant on HelpDesk for ongoing support and maintenance. \*\*Free Trial and Pricing Details\*\* HelpDesk offers a 14-day free trial without requiring a credit card, allowing potential customers to explore the platform's features before committing. The pricing model is subscription-based, with monthly and annual payment options available in USD. \*\*Conclusion\*\* HelpDesk's pricing plans offer a range of options to suit the needs of various businesses, from growing startups to established enterprises. For smaller teams and startups: The Team Plan provides an affordable entry point, with essential features at a manageable monthly cost. This plan allows growing teams to leverage HelpDesk's capabilities without overextending their budgets. As teams expand and requirements evolve, the flexibility to switch plans ensures a smooth transition. \*\*For businesses with complex needs:\*\* The Business Plan offers a comprehensive suite of features designed to streamline intricate operations. While the monthly cost per agent is higher, the enhanced functionality can lead to improved efficiency and customer satisfaction, ultimately justifying the investment. \*\*For large corporations:\*\* The Enterprise Solution provides a fully customizable approach, tailored to the unique demands of each organization. By working directly with HelpDesk's team, corporations can ensure a seamless integration of the platform into their existing workflows, maximizing the benefits of the system. When selecting a pricing plan, businesses should carefully assess their current needs, growth projections, and budgetary constraints. By aligning these factors with the appropriate HelpDesk plan, companies can optimize their investment and unlock the full potential of the platform to drive their success in customer support and service delivery. ### How does HelpDesk pricing compare to alternatives? HelpDesk's starting price is $29.00/user/month. Explore how its pricing and plan options compare with top alternatives below. | Product | Starting price | Free trial | Free version | Value for Money | | --- | --- | --- | --- | --- | | HelpDesk4.6[(184)](https://www.softwareadvice.com/issue-tracking/helpdesk-profile/reviews/) | $29.00 /user/mo | Available | Not available | 4.4 | | [Salesforce Sales Cloud](https://www.softwareadvice.com/product/2764-Salesforce/)4.4[(18,816)](https://www.softwareadvice.com/product/2764-Salesforce/reviews/) | $25.00 /user/mo | Available | Not available | 4.0 | | [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/)4.4[(4,094)](https://www.softwareadvice.com/product/26892-Zendesk/reviews/) | $55.00 /user/mo | Available | Not available | 4.2 | | [LiveChat](https://www.softwareadvice.com/help-desk/livechat-profile/)4.6[(1,729)](https://www.softwareadvice.com/help-desk/livechat-profile/reviews/) | $25.00 /user/mo | Available | Not available | 4.5 | | [LiveAgent](https://www.softwareadvice.com/crm/liveagent-profile/)4.7[(1,789)](https://www.softwareadvice.com/crm/liveagent-profile/reviews/) | $15.00 /user/mo | Available | Not available | 4.6 | HelpDesk4.6[(184)](https://www.softwareadvice.com/issue-tracking/helpdesk-profile/reviews/) * * * Starting price $29.00 /user/mo Free trial Available Free version Not available Value For Money 4.4 - [Salesforce Sales Cloud](https://www.softwareadvice.com/product/2764-Salesforce/)4.4[(18,816)](https://www.softwareadvice.com/product/2764-Salesforce/reviews/) * * * Starting price $25.00 /user/mo Free trial Available Free version Not available Value For Money 4.0 - [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/)4.4[(4,094)](https://www.softwareadvice.com/product/26892-Zendesk/reviews/) * * * Starting price $55.00 /user/mo Free trial Available Free version Not available Value For Money 4.2 - [LiveChat](https://www.softwareadvice.com/help-desk/livechat-profile/)4.6[(1,729)](https://www.softwareadvice.com/help-desk/livechat-profile/reviews/) * * * Starting price $25.00 /user/mo Free trial Available Free version Not available Value For Money 4.5 - [LiveAgent](https://www.softwareadvice.com/crm/liveagent-profile/)4.7[(1,789)](https://www.softwareadvice.com/crm/liveagent-profile/reviews/) * * * Starting price $15.00 /user/mo Free trial Available Free version Not available Value For Money 4.6 ## HelpDesk Features Drawn from insights across 184 verified reviews, we've outlined HelpDesk's best and worst rated features and how they stack up against the average rating. HelpDesk's score Category average HelpDesk's Best Rated Features Real-Time Chat 4.89 3.64 category average Support Ticket Tracking 4.88 4.48 category average Multi-Channel Communication 4.75 4.17 category average HelpDesk's Worst Rated Features Knowledge Base Management 3.92 4.14 category average Customizable Branding 4.0 3.98 category average Macros/Templated Responses 4.0 4.22 category average - Popular features found in Customer Service Alerts/Escalation Automated Routing Call Center Management Conversation Intelligence CRM Knowledge Base Management Queue Management Reporting & Statistics Surveys & Feedback - More features of HelpDesk Access Controls/Permissions Activity Dashboard Activity Tracking AI Copilot AI/Machine Learning AI Summarization Alerts/Notifications API Assignment Management Automated Responses Autoresponders Batch Communications Canned Responses Case Management Chatbot Chat/Messaging Collaboration Tools Commenting/Notes Complaint Monitoring Compliance Management Configurable Workflow Content Management CSAT Survey Structure Customer Complaint Tracking Customer Database Customer Experience Management Customer History Customer Segmentation Customer Service Analytics Customizable Branding Customizable Fields Customizable Forms Customizable Reports Customizable Templates Dashboard Data Import/Export Data Security Data Visualization Email Management Email Templates Engagement Tracking Feedback Management Forms Management Help Desk Management Inbox Management Interaction Tracking Interactive Content Issue Auditing Issue Management Issue Scheduling Issue Tracking Key Performance Indicators Language Detection Live Chat Macros/Templated Responses Mobile Access Monitoring Multi-Channel Communication Multi-Channel Management Multi-Language Multiple Data Sources NPS Survey Structure On-Demand Communications Performance Metrics Personalization Predictive Analytics Prioritization Projections Project Management Quality Assurance Real-Time Chat Real-Time Monitoring Real-Time Notifications Real-Time Reporting Real-Time Updates Recurring Issues Reporting/Analytics Role-Based Permissions Routing Rules-Based Workflow Search/Filter Secure Data Storage Self Service Portal Sentiment Analysis Service Level Agreement (SLA) Management Single Sign On Social Media Integration SSL Security Support Ticket Management Support Ticket Tracking Survey/Poll Management Tagging Task Automation Task Management Task Progress Tracking Template Management Third-Party Integrations Ticket Management Trend Analysis Video Support Visual Analytics Widgets Workflow Automation Workflow Management ## HelpDesk Integrations Based on 184 verified reviews, we've identified products most frequently integrated withHelpDesk. Jira Integration rated 4.8 from 4 reviews Slack Integration rated 4.5 from 4 reviews HubSpot CRM Integration rated 4.7 from 3 reviews Zapier Integration rated 4.5 from 2 reviews Chatbot Integration rated 4.5 from 2 reviews GitHub Integration rated 5.0 from 1 review See all 11 integrations ## HelpDesk Key Sentiments We analyzed 184 verified reviews for HelpDesk to find out what actual users really think. Most Positive Sentiments Integration ease 71% Positive 7% Neutral 21% Negative Users praise HelpDesk's ability to integrate seamlessly with various products, such as LiveChat, which provides valuable data and improves overall efficiency. Reviewers also find the API integrations reliable and easy to set up, which enhances workflow automation and contributes to a smooth operational experience. Reviewers also appreciate the seamless integration with other products, such as LiveChat, which provides valuable data and improves overall efficiency. Customer support 69% Positive 15% Neutral 15% Negative Users find that HelpDesk improves their response time and accuracy when assisting customers. They appreciate the organized dashboard, which makes it easy to find necessary client information and resolve queries efficiently. Reviewers also highlight the positive impact on customer interaction, noting that HelpDesk simplifies communication and enhances customer engagement. Least Positive Sentiments Ticket management 59% Positive 27% Neutral 14% Negative Users appreciate HelpDesk's automations, which help them close tickets when customers do not respond after a certain time. They find the filter option effective for separating and managing tickets, making their workflow more organized. Reviewers also value the clean interface, which simplifies handling tickets and enhances their overall experience with the system. ## HelpDesk User Reviews ## HelpDesk customer ratings - Overall rating: 4.6/5 - Total reviews: 184 ### Rating distribution - 5 stars: 125 reviews (68%) - 4 stars: 43 reviews (23%) - 3 stars: 12 reviews (7%) - 2 stars: 2 reviews (1%) - 1 star: 2 reviews (1%) ### Secondary ratings - Ease of use: 4.7/5 - Value for money: 4.4/5 - Customer support: 4.5/5 - Functionality: 4.4/5 --- ### Customer service tool - Overall rating: 5/5 - Reviewer: Coral M. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. I love using helpdesk and it really is an asset to our company. It makes reaching out to the customers so easy. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The best thing about helpdesk for me is that everything I need to provide excellent customer service is available under the same app. Moreover, I can see if the customer read my email or not as that way I can keep checking in with the customer. #### Cons The only thing that I dislike about Dashboard is the AI system that it uses to draft automatic replies sometimes, because it has not been trained enough. --- ### Simple and reliable customer support tool - Overall rating: 5/5 - Reviewer: Ricardo T. - Verified reviewer: Yes - Industry: Computer Software - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: July 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. A reliable and simple tool that makes managing customer support much easier. It works well for our day-to-day needs. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros HelpDesk is easy to use, quick to set up, and keeps all customer conversations organised. The interface is clean and straightforward. #### Cons Some of the more advanced customisation and reporting options could be expanded. However, this has not affected our day-to-day use, and the platform already provides everything we need to manage customer support effectively. --- ### Scam company - Overall rating: 1/5 - Reviewer: Neel s. - Verified reviewer: Yes - Industry: Computer Games - Company size: Self-Employed - Product usage: Used daily for free trial - Reviewed: March 2026 - Review source details: This review was submitted organically. No incentive was offered Very bad avoid at all cost complete scam company and least bothered live support they won't help you for any problems #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 1/5 - Functionality: 5/5 #### Pros Overall ui interface and everything's is good and works perfectly fine except they don't have a mobile app #### Cons There refund policy, terms and service and customer support is complete scam they had blocked my account in trial period but they still charged me when the trial period ended and told me that I had to contact them to deactivate the subscription this even means they might had kept me charging for the services which they have blocked for every month until and unless I would have contacted their support and they are now not even refunding me the amount they charged for the subscription after the trial period ended for the services which they have blocked on their end for ke --- ### Efficient and User-Friendly Support Tool works really well because it highlights both usability and performance without sounding exaggerated. - Overall rating: 5/5 - Reviewer: Bruna L. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: Used daily for less than 6 months - Reviewed: March 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Overall, my experience with HelpDesk has been positive. The platform is easy to use, helps keep customer interactions organized, and improves response efficiency. While there are some areas that could be more flexible or streamlined, it remains a reliable tool for managing support tasks. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros What I liked most about HelpDesk was its intuitive interface and ease of use. It made managing tickets, tracking issues, and communicating with customers very efficient. The organization of information and automation features also helped streamline daily tasks. #### Cons One aspect I liked least about HelpDesk was that some features felt limited or not as flexible as expected, especially when handling more complex workflows. There is room for improvement in customization and advanced options. --- ### A Reliable and Efficient Tool for Daily Support Needs - Overall rating: 4/5 - Reviewer: Mouatez C. - Verified reviewer: Yes - Industry: Human Resources - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: December 2025 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Overall, my experience with HelpDesk has been very positive. The platform significantly improved how issues are handled and followed up, making team coordination smoother. Despite a few areas that could be strengthened, it remains a dependable tool that enhances productivity and communication. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros HelpDesk offers a clean and intuitive interface that makes it easy to track and manage tickets efficiently. The notification system is reliable, and the automation features save a lot of time in daily workflows. Customer support is also responsive and helpful. #### Cons Some customization options feel limited, especially when adapting the dashboard to specific team needs. Reporting tools could also benefit from more flexibility and deeper analytics. Occasional delays in ticket updates can happen during peak usage times. #### Vendor response Hello Mouatez. Thank you for sharing your detailed feedback. We’re glad to hear that you find HelpDesk clean, intuitive, and efficient for tracking and managing tickets, and that features like notifications, automation, and responsive support have positively impacted your daily workflows. We also appreciate your insights regarding customization, reporting flexibility, and occasional delays during peak usage. Feedback like this is invaluable as we continue enhancing the platform to better support different team needs and improve performance. We’re pleased to know that, overall, HelpDesk has improved issue handling, team coordination, and productivity for you. Thank you for taking the time to share your experience and for using HelpDesk. Best regards, HelpDesk Team Replied December 2025 --- ### helpdesk support - Overall rating: 5/5 - Reviewer: lebohang p. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: February 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. my experience it has been rewarding and educational. i have developed strong problem-solving skills, improved my communication abilities a learned help how to handle multiple requests efficiently. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros i like working in a helpdesk environment because it allows me to assist people directly and solve problems in real time. #### Cons i have learned that technical skills are important, but understanding the users concern and explaining solutions in simple terms in just as crucial. --- ### Overall good - Overall rating: 3/5 - Reviewer: Noemi J. - Verified reviewer: Yes - Industry: Entertainment - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: August 2025 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Overall good, but I would definitely improve the assigning issue I mentioned above. I feel like HelpDesk is a bit limited and feels childish in design too, I used better ticketing tools before, like Zendesk. #### Ratings breakdown - Ease of use: 4/5 - Customer support: 5/5 - Functionality: 3/5 #### Pros I like the option to create canned templates and I love the read receipts, it helps a lot knowing the recipient opened the email. #### Cons I don't like if some other agent replies on a ticket I created, it will unassign me and assign to that agent and I can't see it anymore in my tickets list #### Vendor response Hello Noemi. Thank you for sharing your honest feedback. We’re glad to hear that you find canned templates helpful and that read receipts add value by letting you know when emails have been opened. We appreciate you pointing out the ticket assignment behavior when another agent responds, as well as your thoughts on the overall design. Constructive feedback like this is very important to us as we continue refining workflows, collaboration between agents, and the visual experience of the platform. Your comparison with other tools helps us better understand expectations and areas for growth. If you ever have questions or would like to share more detailed suggestions, please remember that our support team is always available and happy to help. Thank you for taking the time to share your experience. Best regards, HelpDesk Team Replied December 2025 --- ### Great help with helpdesk - Overall rating: 4/5 - Reviewer: Jessica B. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 2-10 employees - Product usage: Used weekly for less than 6 months - Reviewed: July 2026 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Functionality: 4/5 #### Pros I absolutely love the feature of being able to hands on communicate to users that need to ask personalized questions in regards to service. I loved the way it's organized and feature friendly #### Cons The ai I implemented to respond first before connecting to live agent seems to get stuck in endless loops of repeating questions and answers --- ### Clean program - Overall rating: 4/5 - Reviewer: Anna H. - Verified reviewer: Yes - Industry: Insurance - Company size: 201-500 employees - Product usage: Used daily for less than 2 years - Reviewed: January 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, on the consumer side we liked it for easy of use, screen was not cluttered and easy for everyone to set up. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros This product was pretty easy for everyone to use. It was also easy and quick to set up. It worked well for our team to communicate. #### Cons The con was that to add on additional features it cost. Some upper management that wanted to track things said it failed in that department. --- ### Customer Service Supervisor - Overall rating: 3/5 - Reviewer: Cindy G. - Verified reviewer: Yes - Industry: Medical Devices - Company size: 2-10 employees - Product usage: Used daily for less than 6 months - Reviewed: January 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. This feature does have added value but not as much as I would have anticipated. I don't like that you have to switch from Livechat to helpdesk. I really liked the way it use to be before the helpdesk became a separate function from Livechat. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros I like the fact that a customer can leave us a message when we are out of the office so we don't miss any interactions with the customer. #### Cons Setting up HelpDesk was not as easy as it sounded. I ended up having to pay an IT company to help me get it set up and useable. Having to hire an IT company added a lot to the set up cost of this feature. I don't like that this function is separate from LiveChat, I don't like having to toggle between the two to see if there are any new messages. --- Showing 1 - 10 of 184 Reviews [See All Reviews](https://www.softwareadvice.com/issue-tracking/helpdesk-profile/reviews/) ## HelpDesk FAQs - What are the pros and cons of HelpDesk? HelpDesk is ranked highly with midsize businesses using the platform to consolidate customer support work with ticket assignments, canned responses, filtering, tagging, and centralized support documentation. Pros include features that automate manual work, and cons could be cost, a confusing user interface, and a lack of functionality. - How much does HelpDesk software cost? HelpDesk software offers a 14-day free trial with no credit card required to sign up. After that, the Team plan costs $29 per month per agent (billed annually) or $34 per month per agent (billed monthly). The Business plan costs companies $50 per month per agent (billed annually) or $59 per agent per month (billed monthly). Enterprise organizations can reach out to the HelpDesk sales team for custom pricing based on their team's needs, goals, size, and budget. - Is HelpDesk a CRM? HelpDesk is similar to a CRM. However, HelpDdesk focuses mainly on resolving customer issues and providing technical support, while a CRM is more robust in managing all customer interactions from lead generation into the sales pipeline to client onboarding. HelpDesk has similar features to a CRM like account and client details and interactions, but it focuses on a ticketing system that aims to solve customer problems. ## HelpDesk Popular Comparisons [Salesforce Sales Cloud vs HelpDesk](https://www.softwareadvice.com/compare/2764-Salesforce/vs/150799-helpdesk/)[Zendesk Suite vs HelpDesk](https://www.softwareadvice.com/compare/26892-Zendesk/vs/150799-helpdesk/)[LiveChat vs HelpDesk](https://www.softwareadvice.com/issue-tracking/helpdesk-profile/vs/livechat/)[LiveAgent vs HelpDesk](https://www.softwareadvice.com/issue-tracking/helpdesk-profile/vs/liveagent/)[Milvus vs HelpDesk](https://www.softwareadvice.com/issue-tracking/helpdesk-profile/vs/milvus/)[Tidio vs HelpDesk](https://www.softwareadvice.com/issue-tracking/helpdesk-profile/vs/tidio-chat/)[Zoho Desk vs HelpDesk](https://www.softwareadvice.com/issue-tracking/helpdesk-profile/vs/zoho-desk/)[Superchat vs HelpDesk](https://www.softwareadvice.com/issue-tracking/helpdesk-profile/vs/superchat/)[Gladly vs HelpDesk](https://www.softwareadvice.com/call-center/gladly-profile/vs/helpdesk/)[Gorgias vs HelpDesk](https://www.softwareadvice.com/crm/gorgias-profile/vs/helpdesk/)[Supportbench vs HelpDesk](https://www.softwareadvice.com/issue-tracking/helpdesk-profile/vs/supportbench/)[respond.io vs HelpDesk](https://www.softwareadvice.com/issue-tracking/helpdesk-profile/vs/rocketbots/) [Compare All Alternatives](https://www.softwareadvice.com/issue-tracking/helpdesk-profile/alternatives/) Stuck Between Options? Our experts can help you compare HelpDesk with other top options, so you can find the best fit for your needs. ## See what companies are saying about Software Advice