--- title: "HelpDesk Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of HelpDesk. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if HelpDesk is a good fit for you!" source_url: "https://www.softwareadvice.com/issue-tracking/helpdesk-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Customer Service Software](https://www.softwareadvice.com/crm/customer-service-comparison/) / [HelpDesk](https://www.softwareadvice.com/issue-tracking/helpdesk-profile/) / HelpDesk Reviews 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](https://www.softwareadvice.com/issue-tracking/helpdesk-profile/) Reviews [Alternatives](https://www.softwareadvice.com/issue-tracking/helpdesk-profile/alternatives/) # HelpDesk User Reviews ## Reviews summary - Overall rating: 4.6/5 - Total reviews: 183 ### Secondary ratings - Ease of use: 4.7/5 - Customer support: 4.5/5 - Value for money: 4.4/5 - Functionality: 4.4/5 ### Rating distribution - 5 stars: 125 reviews (68%) - 4 stars: 42 reviews (23%) - 3 stars: 12 reviews (7%) - 2 stars: 2 reviews (1%) - 1 star: 2 reviews (1%) ### Most mentioned pros - The Help Desk provides reliable and supportive assistance, ensuring most issues are resolved in a timely and professional manner. While there are areas that could be improved, such as proactive follow-ups and broader technical knowledge, the overall experience is positive and contributes significantly to smooth operations. - The automation features and collaboration tools also make it easier for teams to work together and stay on top of customer requests. - It made managing tickets, tracking issues, and communicating with customers very efficient. ### Most mentioned cons - The main aspect that I do not like about the helpdesk is that if you assign a ticket to someone, or if someone assigns you a ticket, there is no notification email sent to the assignee. - 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. - Helpdesk keeps coming out with new features that are cool but not a necessity, yet it ignores fundamental features like being able to sort your ticket list. ## HelpDesk customer reviews Showing reviews 1-25 of 183 (page 1). ### 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. --- ### Help Desk - Taking Care of Customers 24/7 - Overall rating: 5/5 - Reviewer: Larry N. - Verified reviewer: Yes - Industry: Oil & Energy - Company size: 51-200 employees - Product usage: Used daily for less than 6 months - Reviewed: March 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. We've been using it since mid-January, and it's working perfectly. Our customers are getting rapid responses to their questions and we're directing their requests to the correct resource, and it's all being tracked so nothing gets left undone. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros It provides a way to make sure every customer is taken care of when we have no agents available. #### Cons It's a feature that would be good to be included in the future: a translation app like Translate GPT. #### Reasons for switching to HelpDesk They discontinued the ticketing product, but Helpdesk was recommended as a replacement. #### Vendor response Hello Larry! Thank you for taking the time to share your experience with HelpDesk. We're thrilled to hear that it's helping your team provide 24/7 support and ensuring every customer is taken care of efficiently. We also appreciate your feedback about a translation feature—our team is always looking for ways to improve, and suggestions like yours help shape the future of our product. If you ever have any questions or further ideas, feel free to reach out. We're grateful to have you as a valued customer. Best regards, HelpDesk Team Replied March 2025 --- ### 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 --- ### Overall very convenient - Overall rating: 5/5 - Reviewer: Tim S. - Verified reviewer: Yes - Industry: Computer Hardware - Company size: 2-10 employees - Product usage: Used daily for less than 12 months - Reviewed: March 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 it's been very helpful in managing tickets. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Keeps things organized and tidy. The big benefit is the read receipts as confirming delivery of responses. The other features like canned responses for common issues and automated tasks based on pending tickets is very useful. #### Cons Sometimes the replies from a customer includes the entire reply chain instead of just the most recent reply, but that's it. #### Reasons for switching to HelpDesk The LiveChat ticket system was coming to a close, was forced to change to HelpDesk. #### Vendor response Hello Tim! Thank you for sharing your feedback. We’re glad to hear HelpDesk has been helpful in keeping things organized, and that features like read receipts, canned responses, and automated tasks are making your workflow easier. We appreciate you mentioning the reply chain—our team is always looking for ways to improve the experience, and feedback like this helps a lot. Thanks again for making the switch and for being with us. If you ever have more suggestions, we’re all ears. Best, HelpDesk Team Replied March 2025 --- ### 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. --- ### Money maker - Overall rating: 2/5 - Reviewer: Tamara F. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: May 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, 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: 3/5 - Value for money: 1/5 - Customer support: 4/5 - Functionality: 4/5 #### 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 --- ### HelpDesk - I cannot assign 2.5 stars - Overall rating: 3/5 - Reviewer: Paul B. - Verified reviewer: Yes - Industry: Sports - Company size: 2-10 employees - Product usage: Used daily for less than 6 months - Reviewed: April 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. Please check "What did you like least about HelpDesk?*" Therefore all the good HelpDesk is offering, has been ruined by the migration from LiveChat experience. An error committed by HelpDesk with no remedy offered, despite the numerous support requests made. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 1/5 - Functionality: 4/5 #### Pros The versatility, the rules, some of the new AI features. #### Cons Missing of pinned tags Missing of search operators Coming from LiveChat tickets, HelpDesk failed to tell that spam folders in LiveChat cannot be imported, while migrating to HelpDesk, and then discover that to do that it would have cost thousands using a third-party service, unacceptable! You should have done it on your expenses, because if that info was clearly stated in the migration documents, that we carefully read, we could have moved all the tickets away from the spam folder before starting the migration. I sill cannot stand with this big error HelpDesk committed and how costly it has been. You should have at least offered some free time on the platform. Nothing. Again, unacceptable. #### Reasons for switching to HelpDesk End Of Life for LiveChat → HelpDesk migration strongly adviced and promoted. --- ### 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 --- ### 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 --- ### 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. --- ### Very happy with Helpdesk - Overall rating: 5/5 - Reviewer: Nick C. - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: January 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. We came from using Netsuite which was a nightmare. We looked at Zendesk and some other platforms but the price to feature offering from Helpdesk was appealing. We have not been disappointed at all. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Ease of use in UI, features with workflows that make automation simple. Customization to brand it to our product. #### Cons No problems currently, they have added a lot of our requests. #### Reasons for choosing HelpDesk Price, and our experience having already used Livechat. #### Reasons for switching to HelpDesk Everything about Netsuite gave us problems. It was not a good support ticket platform. #### Vendor response Hello Nick! Thank you for taking the time to share your experience with HelpDesk. We’re thrilled to hear that you’re happy with our platform and its ease of use, workflows, and customization options. Your feedback about switching from NetSuite and choosing us over other alternatives like Zendesk means a lot to us. It’s incredibly rewarding to know that our features and pricing met your expectations and that we’ve been able to address your requests along the way. We’re dedicated to continuing to improve and ensure HelpDesk remains a valuable tool for your team. If there’s ever anything more we can do to enhance your experience, please don’t hesitate to reach out. Thank you for trusting HelpDesk to support your needs—we’re so grateful to have you on board. Best regards, HelpDesk Team Replied January 2025 --- ### Reliable and User-Friendly HD System - Overall rating: 5/5 - Reviewer: Natalia J. - Verified reviewer: Yes - Industry: Gambling & Casinos - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros The HD system functions correctly and reliably, fulfilling all of its basic purposes; it is intuitive, well-organized, and easy to navigate for users of all levels. #### Cons The system works properly, but it lacks a few features: - Bulk messaging – would allow faster management of a larger number of tickets. - Custom ticket statuses and states – would provide greater flexibility and better alignment with processes. - Saving the entire thread to a file (e.g., PDF) – would make archiving and sharing cases easier. - Clear chat display in the ticket – similar to LiveChat archives, in bubble format, which would greatly improve readability. - Deleting multiple files and images from threads at once – would allow tidying up tickets and removing incorrectly added data. #### Vendor response Hello Natalia. Thank you for your detailed and thoughtful feedback. We’re glad to hear that you find the HelpDesk system reliable, intuitive, and easy to navigate for users of all experience levels. It’s great to know that it fulfills its core purpose effectively. We also truly appreciate your constructive suggestions regarding bulk messaging, custom ticket statuses, exporting full threads, improved chat readability, and managing attachments more efficiently. Feedback like this is extremely valuable to us and helps guide the direction of future enhancements. If you ever have questions, need assistance, or would like to discuss your ideas further, please remember that our support team is always available and happy to help. Thank you for taking the time to share your experience with us. Best regards, HelpDesk Team Replied December 2025 --- ### Simple, intuitive but with concerns. - Overall rating: 4/5 - Reviewer: Gustavo O. - Verified reviewer: Yes - Industry: Investment Management - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: October 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. The overall experience has been good, but it's very negative that we don't know whether emails are going to spam or simply taking a long time to appear. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros The platform has a simple and intuitive look. Following up on emails is very clear and straightforward. #### Cons Many relevant emails are ending up in the SPAM folder, which is very disruptive. In addition, emails often take a long time to appear in the system. #### Reasons for switching to HelpDesk Email management and customer compliance. #### Vendor response Hello Gustavo. Thank you for taking the time to share your feedback. We’re glad to hear that you find the platform intuitive and that following up on emails is clear and straightforward. We’re sorry to hear about the issues with emails ending up in spam folders and delays in emails appearing in the system. We understand how disruptive this can be, especially when reliable email delivery and visibility are critical to your workflow. Your comments highlight an important area, and feedback like this helps us prioritize improvements and investigations around email handling and deliverability. If you experience these issues again or would like us to look into your setup in more detail, please don’t hesitate to reach out—our support team is always available and happy to help. Thank you for your honesty and for using HelpDesk. Best regards, HelpDesk Team Replied December 2025 --- ### Efficient and Effective - Overall rating: 5/5 - Reviewer: Justine H. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: September 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. My experience has been very positive, as it has helped both myself and my team work more efficiently together to resolve customer issues. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I appreciate being able to handle customer requests and outstanding issues, work collaboratively with my team, and maintain organized historical data through the tag system. #### Cons It would be really helpful to have the option to tag or follow a specific ticket without automatically receiving an email for every single update. My inbox gets quite busy, and the constant notifications can be overwhelming. #### Vendor response Hello Justine. Thank you for sharing your feedback! We’re glad to hear that HelpDesk helps you manage customer requests, collaborate effectively with your team, and stay organized using the tag system. It’s great to know the platform has contributed to more efficient teamwork and issue resolution. We also appreciate your suggestion about having more flexible notification options when following or tagging tickets. Managing inbox noise is an important part of productivity, and feedback like this helps us identify ways to improve the experience. Thank you for taking the time to share your thoughts and for using HelpDesk. Best regards, HelpDesk Team Replied December 2025 --- ### Help improve Helpdesk - Overall rating: 3/5 - Reviewer: Neal H. - Verified reviewer: Yes - Industry: Mechanical or Industrial Engineering - Company size: 501-1000 employees - Product usage: Used daily for less than 12 months - Reviewed: March 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. Many differences, but not many improvements from old ticketing. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 1/5 - Customer support: 4/5 - Functionality: 2/5 #### 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 --- ### Newbie (But Enjoying it) - Overall rating: 5/5 - Reviewer: Antonio R. - Verified reviewer: Yes - Industry: Furniture - 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 the experience has been positive. We are on a trial period. Once the full company is engulfed in this system it will run seamless #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Notification system of the tickets arriving to my gmail is seamless. I feel the way to close tickets and respond is also great. I'm new to the system but so far it works fantastic. #### Cons I would HelpDesk to increase attachment sizes. I work with alot of cad files and it would be helpful to add files of all sizes. #### Vendor response Hello Antonio. Thank you for sharing your experience! We’re glad to hear that the ticket notifications to your email are working seamlessly and that you find closing and responding to tickets straightforward. It’s great to know that even as a new user, the system has been working well for you so far. We appreciate your feedback regarding attachment size limits, especially for larger CAD files. This is valuable input and something we’ll take into consideration as we continue to improve the platform. We’re happy to hear your overall experience has been positive during the trial period, and we look forward to supporting your team as you continue using HelpDesk. Best regards, HelpDesk Team Replied December 2025 --- ### One Stop Solution for Ticket Management - Overall rating: 4/5 - Reviewer: Robiulawal A. - Verified reviewer: Yes - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used daily for less than 6 months - Reviewed: June 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. I find helpdesk to be a perfect tool for ticketing automations, interface can improve, analytics can improve. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Ease of integrations and workflow automations. Ticket life cycle is simple and understandable for agents #### Cons User interface is bit sluggish, not much customization option in analytics. Exports can improve a bit. #### Vendor response Hello Robiulawal! Thank you for your valuable feedback. We truly appreciate you taking the time to share your experience with our helpdesk tool. We're glad to hear that you find the ticketing automation and workflow simplicity helpful for your team. We also take your suggestions seriously—improving the user interface, enhancing analytics customization, and refining export capabilities are all areas we're actively working on. Your insights help us prioritize what matters most to our users. Thanks again for your thoughtful review. Best regards, HelpDesk Team Replied July 2025 --- ### quick and nice - Overall rating: 5/5 - Reviewer: melissa w. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 2-10 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. wish i could of made it work because its hard to find companies that are reponsive to your needs which in this day and age isnt easy to find #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros They quickly helped resolve my issues and were very quickly to reply back as well, which is important to me #### Cons that is had an issue in the first place, i couldnt make my product work on my website so had to request a cancellation #### Vendor response Hello Melissa. Thank you for sharing your experience with us. We’re glad to hear that our team was quick to respond and assist you, and we truly appreciate you recognizing the importance of timely support. We’re sorry to hear that you encountered issues getting your product to work on your website, and we understand how frustrating that can be. While we regret that it led to a cancellation, we’re grateful for your kind words about our responsiveness. Feedback like yours helps us continue improving, and we appreciate the opportunity to have supported you. Best regards, HelpDesk Team Replied December 2025 --- ### New User to Helpdesk - Overall rating: 5/5 - Reviewer: Richard B. - Verified reviewer: Yes - Industry: Transportation/ Trucking/ Railroad - 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. Up to now a positive experience and a solid platform for messaging both internal and external/private. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. --- ### It works and could be improved - Overall rating: 3/5 - Reviewer: Cece L. - Verified reviewer: Yes - Industry: Education Management - Company size: 11-50 employees - Product usage: Used weekly for less than 12 months - Reviewed: April 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. I have used LiveChat and Helpdesk at work to field questions and concerns about one or two days a week as part of my job. I find that the most useful features are chatting in real time and collecting info, like email, to use in follow-ups if we are unable to follow up in real time. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros The chat feature works and is effective, and I like that we can pre-collect information such as the visitor's email and region in the case that we need to follow up afterwards. #### Cons The difference between HelpDesk and LiveChat is confusing to me and their being two separate sites feels redundant and unnecessary - that is another tab to have open because when I am responsible for being on LiveChat, I am also responsible for being on HelpDesk. The ticketing interface is also not as intuitive and straightforward as it could be. #### Vendor response Hello Cece! Thank you for taking the time to share your feedback – we really appreciate it. We’re glad to hear that the chat functionality and info collection features are working well for you. Regarding your note about the split between HelpDesk and LiveChat – we understand how having to juggle two separate tabs could be frustrating. However, you can manage tickets directly within the LiveChat app – no need to switch between platforms. You’ll find your ticket list right there, which should simplify your workflow. Thanks again for your thoughtful input – it really helps us make the product better. Warm regards, HelpDesk Team Replied April 2025 --- ### Help desk review - Overall rating: 5/5 - Reviewer: Rodney H. - Verified reviewer: Yes - Industry: Apparel & Fashion - Company size: 51-200 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. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### 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. --- ### First time user - Overall rating: 4/5 - Reviewer: Travis W. - Verified reviewer: Yes - Industry: Automotive - Company size: 51-200 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. 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: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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". --- ### Easy to use and set up functions for streamline responses - Overall rating: 4/5 - Reviewer: Vanessa M. - Verified reviewer: Yes - Industry: Entertainment - 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 5/5 #### 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 --- ### Great for a future relation with ticketing platform - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Management Consulting - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: January 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. Its been amazing so far, feel that i can trast them, mainly trusting that all of my gmails are sync with the tickets. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros its quite intuitive to learn the basics. the help center with the chat is very fast and support team very helpful. it has very optimized sinc with your gmail accounts. #### Cons they are not running some feathers, mostly regarding the canned replies and email templates or rules. for example there is not much freedom to create rules regarding automatization, you need to follow their 4 or 5 rules available. #### Vendor response Hello! Thank you for taking the time to share your experience with us. We’re thrilled to hear that you find our platform intuitive and that our support team has been able to assist you effectively. We also appreciate your feedback on the features related to canned replies, email templates, and automation rules. We’re always working to improve, and your insights are valuable in helping us identify areas for enhancement. We’re excited that you trust us to keep your Gmail accounts in sync with your tickets, and we look forward to continuing to support you on your journey with our platform. Best regards, HelpDesk Team Replied January 2025 --- ### what do i like about help desk? what dont i like? - Overall rating: 5/5 - Reviewer: melanie t. - Verified reviewer: Yes - Industry: Transportation/ Trucking/ Railroad - Company size: 51-200 employees - Product usage: Used daily for less than 6 months - Reviewed: June 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. 10/10 very nice and convenient fast and reliable. the help desk people are very nice and i enjoy talking to all of them #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros i really enjoy how easily accessible the help desk is to use and fix all my issues! quick and convenient #### Cons i don't like that sometimes a call can take a while, but it never bothers me knowing i have help easily accessible #### Vendor response Hello Melanie! Thank you for your kind words. We're really glad to hear that you find HelpDesk easy to use and convenient—it means a lot to us. We appreciate your patience when things take a bit longer, and we're happy to know our team has made a positive impression. We'll keep working to make your experience even smoother! Thanks again! Best, HelpDesk Team Replied June 2025 ## More reviews [Next reviews](https://www.softwareadvice.com/issue-tracking/helpdesk-profile/reviews/?page=2) --- HelpDesk Reviews, Pros and Cons - 2026 Software Advice