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.

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.

Updated April 1, 2025 at 9:21 AM

HelpDesk 2026: Benefits, Features & Pricing

Written by Alejandra Aranda

Content Analyst

Edited by Lindsay Page

Editor

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On this page

Our Summary
Pricing and Plans
Features
Integrations
Key Sentiments
User Reviews
Frequently Asked Questions

Our Summary

HelpDesk

4.6

(170)

FrontRunner 2026

Pros:

Ease of use
Customer support

Cons:

Lack of advanced features
No mobile app

Pricing

Starting at $29.00 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 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.

HelpDesk Screenshots

HelpDesk Overview

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, feedback 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...

HelpDesk Pricing and Plans

Starting price: $29.00 per month

Free Trial

Free Version

Team

$29.00

per user, per month

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

Plan includes:

100 teams
100 forwarding addresses
100 reply addresses
100 custom domains
100 email templates
50 active rules
20 activated custom fields

Enterprise

Pricing available upon request

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.

Compare Pricing

Compare pricing across our most frequently recommended Customer Service products.

Software options

Starting price*

User rating

Salesforce Sales Cloud

$25.00 per month

4.40(18748 reviews)

recommendations

Claritysoft CRM

$49.00 per month

4.51(204 reviews)

recommendations

Shape

$119.00 per month

4.67(43 reviews)

recommendations

Creatio CRM

$25.00 per month

4.74(133 reviews)

recommendations

SAP Customer Experience

$58.00 per month

4.25(245 reviews)

recommendations

*Defined as the price above any available free plan

HelpDesk Features

Drawn from insights across 170 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

Support Ticket Tracking

4.93

4.48 category average

Real-Time Chat

4.89

3.61 category average

Chatbot

4.83

3.93 category average

HelpDesk's Worst Rated Features

Knowledge Base Management

3.92

4.06 category average

Customizable Branding

4.0

3.95 category average

Macros/Templated Responses

4.0

4.29 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
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
Process/Workflow Automation
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 Management

HelpDesk Integrations

Based on 170 verified reviews, we've identified products most frequently integrated with HelpDesk.

Jira

Integration rated 4.8 from 4 reviews

Slack

Integration rated 4.3 from 3 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 170 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

Overall Rating

4.6

Ratings Breakdown

68%

23%

Secondary Ratings

Ease of Use

4.7

Value for money

4.4

Customer support

4.5

Functionality

4.4

Jessica B.

Verified reviewer

Consumer Goods

11-50 employees

Used daily for free trial

Review source

Reviewed August 2024

HelpDesk= Helpful

Super useful tool when working in customer service

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I do like the ease of functionality. It is pretty straight forward to use.

Cons:

It can be kind of slow, and harder to train people on.

Vendor Response

Hello Jessica! Thank you for sharing your feedback on HelpDesk. We're glad to hear that you appreciate the ease of functionality and find our tool straightforward to use. We also value your comments on the speed and training challenges. Thank you for choosing HelpDesk and for your continued support.

Replied August 2024

Mouatez C.

Verified reviewer

Human Resources

11-50 employees

Used daily for less than 6 months

Reviewed December 2025

A Reliable and Efficient Tool for Daily Support Needs

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

Value for money

Customer support

Functionality

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

Cindy G.

Verified reviewer

Medical Devices

2-10 employees

Used daily for less than 6 months

Reviewed January 2026

Customer Service Supervisor

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

Value for money

Customer support

Functionality

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.

Simon L.

Verified reviewer

Marketing and Advertising

51-200 employees

Used weekly for less than 12 months

Reviewed October 2025

Great product

averall experience was very good. I would definitiely suggest your service to other colleagues working in other companies

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Easy to use, graphics, best product in the field, team collaboration, improving my role, easy to integrate,

Cons:

although I was not directly involved, implementation, comparison with competiros, averall experience was very good.

Reasons for switching to HelpDesk

Expensive, not user friendly, the opposite of your product

Vendor Response

Hello Simon. Thank you for your feedback and for the strong recommendation! We’re thrilled to hear that you find HelpDesk easy to use, visually appealing, effective for team collaboration, and simple to integrate. It’s great to know the platform has had a positive impact on your role. We appreciate your comments regarding implementation and comparisons with other solutions, and we’re glad that your overall experience has been very positive. Your willingness to recommend our service to colleagues at other companies means a great deal to us. Thank you for choosing HelpDesk and for your trust. Best regards, HelpDesk Team

Replied December 2025

Anna H.

Verified reviewer

Insurance

201-500 employees

Used daily for less than 2 years

Review source

Reviewed January 2026

Clean program

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

Value for money

Customer support

Functionality

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.

Noemi J.

Verified reviewer

Entertainment

11-50 employees

Used daily for less than 6 months

Reviewed August 2025

Overall good

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

Customer support

Functionality

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

Jenika W.

Verified reviewer

Computer Games

51-200 employees

Used daily for less than 6 months

Reviewed December 2025

Awesomeness

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It’s fast and eddies my I can actually see a big difference from the previous application that we had used

Cons:

I don’t like the way it lags I’m sure it’s not my network because everything else works perfectly fine

Vendor Response

Hello Jenika. Thank you for your feedback. We’re glad to hear that you’ve noticed a significant improvement in speed and efficiency compared to your previous solution. We’re sorry to hear about the lag you’ve experienced and understand how this can be frustrating. Your feedback is important to us, and we’ll take it into consideration as we continue working on performance improvements. If the issue persists, please feel free to reach out to our support team—we’re always here to help investigate further. Best regards, HelpDesk Team

Replied December 2025

Jude D.

Verified reviewer

Gambling & Casinos

51-200 employees

Used daily for less than 6 months

Reviewed December 2025

Helpdesk review

Overall postive experience, 8/10 i dont really have anything negative to say as i am enjoying the application

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The new ticketing system which allowed me to take chats and check my tickets at the same time. This change helps me at work a lot

Cons:

Sometimes it can be hard to navigate. Sometimes with view i wish it was a little more streamlined in order to navigate

Travis W.

Verified reviewer

Automotive

51-200 employees

Used daily for less than 6 months

Reviewed December 2025

First time user

So far so good. I am new to any ticketing system but this one seems to do everything I require from this type of system.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The overall ease of use and the efficiency at with I am able to follow, interact with and solve tickets .

Cons:

When someone sends a "thank you" on a closed ticket and it reopens the ticket. But I am sure it would be easier to just ask users to not follow up with "thanks".

Rodney H.

Verified reviewer

Apparel & Fashion

51-200 employees

Used daily for less than 6 months

Reviewed January 2026

Help desk review

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I use this app at my current job every day. It is helpful with the job I am doing now. The help desk is helpful.

Cons:

It can take moment to understand the app sometimes. Maybe it needs to be more user friendly and have no AI.

Showing 1 - 10 of 170 Reviews

See All 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.