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.

HelpDesk 2026: Benefits, Features & Pricing

Updated April 1, 2025 at 9:21 AM

Written by Alejandra Aranda

Content Analyst

Edited by 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

(176)

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.

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

(176)

Ratings Breakdown

4.68Ease of use
4.41Value for money
4.56Customer support
4.40Functionality

Pricing

Starting at $29.00 per month

Get Price

Alternative Product

Salesforce Sales Cloud

4.4

(18761)

Ratings Breakdown

3.99Ease of use
4.05Value for money
4.12Customer support
4.38Functionality

Pricing

Starting at $25.00 per month

Get Price

Alternative Product

Zendesk Suite

4.4

(4067)

Ratings Breakdown

4.33Ease of use
4.16Value for money
4.26Customer support
4.36Functionality

Pricing

Starting at $39.00 per month

Get Price

Alternative Product

LiveChat

4.6

(1710)

Ratings Breakdown

4.65Ease of use
4.50Value for money
4.59Customer support
4.48Functionality

Pricing

Starting at $25.00 per month

Get Price

Alternative Product

LiveAgent

4.7

(1750)

Ratings Breakdown

4.57Ease of use
4.65Value for money
4.70Customer support
4.57Functionality

Pricing

Starting at $15.00 per month

Get Price

Alternative Product

Freshdesk

4.5

(3404)

Ratings Breakdown

4.48Ease of use
4.41Value for money
4.49Customer support
4.34Functionality

Pricing

Starting at $19.00 per month

Get Price

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

Claritysoft CRM

$49.00 per month

4.52(241 reviews)

104

recommendations

Salesforce Sales Cloud

$25.00 per month

4.40(18761 reviews)

recommendations

Shape

$119.00 per month

4.68(44 reviews)

recommendations

SAP Customer Experience

$58.00 per month

4.25(245 reviews)

recommendations

Zendesk Suite

$39.00 per month

4.41(4067 reviews)

recommendations

*Defined as the price above any available free plan

HelpDesk Features

Drawn from insights across 176 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

3.58 category average

Chatbot

4.86

3.91 category average

HelpDesk's Worst Rated Features

Knowledge Base Management

3.92

4.09 category average

Customizable Branding

4.0

3.96 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
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 176 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 176 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

69%

23%

Secondary Ratings

Ease of Use

4.7

Value for money

4.4

Customer support

4.6

Functionality

4.4

Anushka P.

Verified reviewer

Computer Software

11-50 employees

Used daily for free trial

Review source

Reviewed August 2020

Efficient solution for customer support

When it comes to ticket management and building a better customer bond helpdesk was very easy and detailed to work with

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

When it comes to ticket management and building a better customer bond, HelpDesk is one tool that will be on the top of my recommendation list. All the results are present in one place that makes it easy for me to take a look and enhance my performance. Everything is so detailed and simple.

Cons:

I don’t have such a problem with this application, my work is going on smoothly without any hassle as such.

Emmanuel M.

Verified reviewer

Religious Institutions

201-500 employees

Used weekly for less than 12 months

Reviewed September 2025

HelpDesk has great potential to help our workflow!

We liked the LiveChat tickets, and did not have a need for many of the extra features that are in helpdesk, but for what it offers, we have benefitted. We are looking forward to the features that have not carried over to the new version to be added again!

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I appreciate the HelpDesk system, because it is competitive with features and and pricing to other similar services. It's helpful that it integrates with Livechat and Chatbot services well, and allows us to track multiple sources of contacts so that none of our requests fall between the cracks.

Cons:

I do wish that helpdesk had better/deeper integration with chatbot. I wish that tags were connected with livechat, and that we could more easily find transcripts from tickets so we can get a fuller picture of a visitor's experience and questions. Creating more fluid tickets that can be updated based on multiple interactions from our website would be a major bonus. We would like to have more AI options and more customizable AI features in how it could respond to common questions. With the move to text.com as one app for all the services, there are still many features missing that we found helpful, especially to be able to customize views with filters. Please bring that back!

Reasons for choosing HelpDesk

The price was similar and the integration more readily available.

Reasons for switching to HelpDesk

Discontinued from LiveChat. We did not have a choice.

Vendor Response

Hello Emmanuel. Thank you for taking the time to share such in-depth feedback. We’re glad to hear that you find HelpDesk competitive in terms of features and pricing, and that the integration with LiveChat and Chatbot, as well as the ability to track multiple contact sources, has helped ensure no requests are missed. We truly appreciate your detailed suggestions regarding deeper chatbot integration, tag synchronization with LiveChat, easier access to transcripts, more fluid ticket handling across multiple interactions, expanded AI capabilities, and customizable views with filters. Feedback like this is extremely valuable to us, especially as we continue developing text.com into a more unified platform. We understand how important these features are to your workflow and acknowledge that some functionality from previous versions is still being worked on. Thank you for choosing us. HelpDesk Team

Replied December 2025

Vanessa M.

Verified reviewer

Entertainment

11-50 employees

Used daily for less than 6 months

Reviewed February 2026

Easy to use and set up functions for streamline responses

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

easy to use. It was user friendly and simple to find the functions. i like the way the canned responses are available

Cons:

All good. There wasn't anything that i particularly disliked to write about. Maybe just an option to have a personalised display

Neal H.

Verified reviewer

Mechanical or Industrial Engineering

501-1000 employees

Used daily for less than 12 months

Reviewed March 2025

Help improve Helpdesk

Many differences, but not many improvements from old ticketing.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

filters to sort tickets, saving a custom filter, some expanded functionality

Cons:

New ticket does not send email to Assigned agent. Long subject default text (Ticket from chat #$%^^&*^#%) - no kidding, where else to tickets come from? Your ticket number means nothing to me. I want an easy way to send a transcript to an email, and to include more than 1 email address. Tags are not sorted the same as in chat. Helpdesk icon located near bottom left in Chat window- menu, and usually hidden. If someone assigned has not answered ticket, it there a Check mark in their Helpdesk icon? Can we give (open, pending) a Nudge after a week?

Vendor Response

Hello Neal. Thank you for sharing your feedback with us. We just wanted to clarify a couple of things. For example, when you create a new ticket and assign it to another agent (not yourself), they do get an email notification—unless they’ve turned off notifications on their end. We get it can feel a bit redundant, but tickets can come from different sources—email, chat, integrations, manual creation, contact forms, APIs, you name it—so having “Ticket from chat” in the subject is actually helpful for a lot of teams to know where it came from at a glance. When you create a ticket from chat, you can edit the subject line right away if you want. Regarding transcripts, you can already include the chat transcript when creating a ticket from chat. If you want to send it to more than one email, you can either add additional recipients manually or set up automated rules to handle that for things like that, and you can adjust it however you need. Really appreciate the feedback. HelpDesk Team

Replied March 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.

Verified

Reviewer

Information Technology and Services

51-200 employees

Used daily for less than 6 months

Reviewed August 2025

Best support ticket solution out there!

Excellent, all tickets are now tracked, managed and resolved while giving me a clear complete picture of their status.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The ability to streamline Ticket management and resolution as well as the ability to open a ticket from a live chat!

Cons:

I didnt like the fact the embeded ticket form does not allow to upload images or files straight out of the box.

Reasons for choosing HelpDesk

Customer Support and user experience was great from the beginning.

Reasons for switching to HelpDesk

We needed an upgrade that allowed livechat

Vendor Response

Hello, Thank you for taking the time to share your experience with HelpDesk. We’re thrilled to hear that our platform has helped streamline your ticket management and resolution process, and that the live chat integration has been a valuable upgrade for your team. We also appreciate your feedback regarding the embedded ticket form and file upload capability. Input like yours helps us identify opportunities for improvement so we can continue enhancing the user experience. We’re glad our customer support and onboarding experience met your expectations from the very beginning. It’s wonderful to know we’ve been able to provide the upgrade you were looking for. Thanks again for choosing HelpDesk—we’re excited to keep supporting your success! Warm regards, HelpDesk Team

Replied August 2025

Aikie L.

Verified reviewer

Entertainment

2-10 employees

Used daily for less than 6 months

Reviewed September 2025

A Reliable Tool for Streamlined Support

Overall, my experience with HelpDesk has been very positive. It’s an efficient tool that makes tracking and resolving issues much easier, and it helps improve communication across the team.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

What I liked most about HelpDesk was how easy it was to navigate. The interface felt intuitive, so I could quickly find what I needed without wasting time.

Cons:

At first, the system had a bit of a learning curve, but once I got familiar with it, it became much easier to use.

Reasons for switching to HelpDesk

To use just one tool within our team and much easier to use

Vendor Response

Hello Aikie. Thank you for sharing your experience with HelpDesk. We’re glad to hear that you found the interface intuitive and easy to navigate, allowing you to quickly find what you need. It’s also great to know that, after a short learning curve, the system became easier and more efficient to use. We’re happy that HelpDesk has helped simplify issue tracking, resolution, and team communication, and that choosing a single, easy-to-use tool has been beneficial for your team. Thank you for taking the time to share your feedback and for trusting HelpDesk. Best regards, HelpDesk Team

Replied December 2025

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

Tamara F.

Verified reviewer

Telecommunications

11-50 employees

Used daily for less than 6 months

Reviewed May 2025

Money maker

Overall, it is an expensive product for being able to receive after hours messages from customers. The chat program native ticketing system was much for user friendly and efficient for our team.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The ability for customers to leave an afterhours ticket. The other features of this product are only useful for large organizations with many team members and/or departments. For small businesses, this is an expense that we must pay to get after hours tickets from our customers.

Cons:

The fact that it requires a separate license and is a separate program. The integration messes up the chat portion if you integrate it.

Reasons for switching to HelpDesk

You discontinued native ticketing system in LiveChat.

Vendor Response

Hello Tamara! Thank you for taking the time to share your feedback. We truly appreciate your honesty and understand the challenges you've highlighted. We’re glad to hear that the ability to receive after-hours tickets has been helpful for your team. That said, we’re sorry to learn that the integration experience and the need for a separate license have caused frustration. Your input on the chat and ticketing experience is incredibly valuable, and we’re actively working to improve the overall usability and cohesion between our products. We also recognize that the transition from the native ticketing system in LiveChat wasn’t easy. While we made this change to offer more robust functionality through HelpDesk, we understand it hasn’t met every team’s expectations—especially those who appreciated the simplicity of the previous system. Your feedback has been shared with our product team as we continue to evaluate how we can better serve businesses of all sizes. Best, HelpDesk Team

Replied May 2025

Richard B.

Verified reviewer

Transportation/ Trucking/ Railroad

51-200 employees

Used daily for less than 6 months

Reviewed March 2026

New User to Helpdesk

Up to now a positive experience and a solid platform for messaging both internal and external/private.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The helpdesk is easy to use and has good functions for tagging different people to messages and good function for internal/private messages

Cons:

I have not yet come across any issues, i have not found any bugs, issues or anything. I have only used the platform for internal and external messaging.

Showing 1 - 10 of 176 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.