HelpDesk

RATING:

4.62

(55)

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 2023
Software Advice's FrontRunners report ranks top products based 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

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HelpDesk Reviews

Overall Rating

4.62

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4.5

Value for money

4.5

Functionality

4.5

Showing 1 - 5 of 55 reviews

User Profile

Vanessa

Verified reviewer

Company size: 51-200 employees

Industry: Design

Review Source: Capterra 

This review was submitted organically. No incentive was offered

EASE OF USE

5

FUNCTIONALITY

5

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.

Chad

Company size: 51-200 employees

Industry: Consumer Services

Time used: Less than 2 years

Review Source: Capterra 

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

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

Reasons for choosing HelpDesk

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

Reasons for switching to HelpDesk

Poor support and availability

Lianne

Company size: 2-10 employees

Industry: Professional Training & Coaching

Time used: 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.

EASE OF USE

3

VALUE FOR MONEY

3

CUSTOMER SUPPORT

2

FUNCTIONALITY

2

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.

Response from LiveChat Software

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

Mantvydas

Company size: 2-10 employees

Industry: Machinery

Time used: Less than 2 years

Review Source: Capterra 

EASE OF USE

5

VALUE FOR MONEY

3

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

January 2023

We have what we need, but there is always what to improve

Everything is suitable and in the end of the day does the job

Pros

Great to have a form for customer to fill which was easy to implement in the website and to start gather tickets

Cons

We needed different inputs to a form and we were unable to create custom inputs or text box to gather more specific information from customer, for example remote software login details or warranty number. Also we lack of analysis data, we cant know which our selling products receive most tickets.

Reasons for choosing HelpDesk

Recommendations from other websites, we tried and it fit our needs

Reasons for switching to HelpDesk

not enough features

Rudy

Company size: 11-50 employees

Industry: Broadcast Media

Time used: More than 2 years

Review Source: Capterra 

EASE OF USE

4

VALUE FOR MONEY

3

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

December 2022

mixed bag

We definitely use the ticketing every day and it is easy enough to use. Now that the pricing schema has changed, we are much less happy because we have to pay for LiveChat which we only use as user interface on the website and the HelpDesk pricing is slightly too high in our view.

Pros

The integration was pretty easy, and the reliability is great, we never had one failure in 3+ years of using it. The support team is great and reacts almost immediately.

Cons

- Lack of a proper mobile app- when used in a mobile browser, almost impossible to use- no plugin for WordPress- we have to use LiveChat as well although we don't want it, as it has a WordPress plugin and HelpDesk does not. So we have to manage two environments.

Reasons for choosing HelpDesk

we always used HelpDesk

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