All HelpDesk Reviews
1-25 of 60 Reviews
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Wayne
Verified reviewer
Retail, 1 employee
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed March 2022
The best HelpDesk for small business website owners
Customer Support was hard to get a hold of through Shopify App and took over a week to get help and then was told I cannot use my HelpDesk on Shopify I would have to start over with a new account.
PROSFeatures, layout, tags, spam blocking, email signature in outgoing emails, domain verification for outgoing emails so it has our email address
CONSYou can not integrate with Shopify unless you start a whole new account with a different domain and email then you have to start all over from scratch. Very disappointed as I have an integration with LiveChat but HelpDesk is separate for some reason in Shopify and they are the same company.
Reason for choosing HelpDesk
Because it integrates with LiveChat which I have used for over 6 years.
Reasons for switching to HelpDesk
HelpScout was very difficult learning curve and made for bigger teams. Gorgias could not get my domain verified to use my company email address to send and reply to customers.
Chad
Consumer Services, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2022
Operations and Admin use with My Secure Advantage Inc. (MSA)
We love it. We use HelpDesk, LiveChat, and ChatBot
PROSWe love the ability to quickly process support and/or member-facing requests through the website or the App.
CONSN/A - Support isn't available live since we are on the west coast of the United States and y'all are in Poland. Even though we have to submit tickets, support has been very quick and collaborative
Reason for choosing HelpDesk
The intergration of the three products we have HelpDesk, LiveChat, and ChatBot
Reasons for switching to HelpDesk
Poor support and availability
Lianne
Professional Training & Coaching, 2-10 employees
Used daily for less than 6 months
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
2
FUNCTIONALITY
2
Reviewed March 2021
Helpdesk
We purchased this program to help us with ticket management, as we were handling our customer service tickets through regular email. This system does allow us to do that. However, the system is not customizable, and it is very cumbersome and clunky. I would definitely not recommend this system to anyone else.
PROS-- Provides an easier way to manage requests that come into our business than through regular email. -- Gives an option for writing internal notes so that agents can make private comments to one another inside tickets for background -- Keeps all our support requests in one location so they are easier to find and manage than regular email
CONS-- Templates / emails cannot be customized without knowledge of HTML -- Poor customer service -- we have submitted tickets as well as chatted with CS on issues that required further investigation on their end. They have told us each time they would get back to us, but they never have. If they can't resolve the issue right at that moment, we never hear from them again. -- Our automated responses that we have set up to trigger when someone submits a ticket go our to every agent, every single time someone submits a ticket. Very annoying. The automated responses also become part of the ticket thread, which makes the threads long and cumbersome. We have asked them to please shut this off, and have been told they cannot do that.
Reason for choosing HelpDesk
Another team member was using Livechat, and suggested that Helpdesk would integrate more easily with Livechat.
Vendor Response
Hi Lianne, Here's Weronika from HelpDesk. Thank you for your honest review. I've read it carefully and would like you to know that it's crucial to make HelpDesk usable and meet your needs. Email templates indeed require HTML knowledge, but luckily you can always use our default template. It's ready to implement and will make your messages look professional. I'm sorry we left your message unanswered. We didn't do this on purpose. Our support heroes do their best 24/7 to answer your doubts. I'll see what happened with your ticket to make sure this never happens again. Now, the issue with automated workflows. They're designed to make your job easier, so I deeply regret that it didn't work out as expected. I'd appreciate knowing exactly how you've set them up so we can make them run in your favor. Email us directly at weronika@helpdesk.com to discuss the matter and reactivate your account for a month for free. I'll do my best to make your experience with HelpDesk enjoyable.
Replied May 2021
Mantvydas
Machinery, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed January 2023
We have what we need, but there is always what to improve
Everything is suitable and in the end of the day does the job
PROSGreat to have a form for customer to fill which was easy to implement in the website and to start gather tickets
CONSWe needed different inputs to a form and we were unable to create custom inputs or text box to gather more specific information from customer, for example remote software login details or warranty number. Also we lack of analysis data, we cant know which our selling products receive most tickets.
Reason for choosing HelpDesk
Recommendations from other websites, we tried and it fit our needs
Reasons for switching to HelpDesk
not enough features
Stephen
Religious Institutions, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed April 2020
Very Useful to start a Helpdesk experience
Overall Helpdesk has been great for me to begin using a ticket system. Before we where using Helpdesk it was difficult for my team to keep track of which problems were solved and who was responsible for them, but now my agents always know what they are responsible for and they are able to see each ticket though to completion.
PROSHelpdesk is very easy to get started with and is extremely affordable compared to other options. It was very easy for me to already use our existing Helpdesk email address and give my agents a way to track their tickets. The software is very easy for my agents to understand and it is great that they can access it online anywhere.
CONSI would like to see an option for omnichannel so we can respond to customers in the medium they use to first reach out rather than always have to redirect to our support email.
Reason for choosing HelpDesk
Zendesk was way too expensive for us as a small business. They have much better features than Helpdesk, but since we are not a large scale company yet we do not need all of the features Zendesk offers and we can not afford to pay for them.
Chase
Automotive, 2-10 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2022
Great platform for Customer Service
We have been able to help a lot more people than before by utilizing this system and have been able to track all issues correctly to help prevent them in the future.
PROSHelpdesk is easy to use and straight forward. It includes automations for sending messages where they need to go.
CONSKeeping an eye on all things necessary to you can be difficult at first. You have to make sure that filters are setup correctly or you can lose track of some tickets.
Reasons for switching to HelpDesk
Zendesk was getting over-priced for what it was and it did not function as clearly as HelpDesk.
Nicholas
Information Technology and Services, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
FUNCTIONALITY
4
Reviewed July 2020
Easy to use!
HelpDesk is very easy to set up and start using. I find it especially helpful for some of our non-technical co-workers, compared to other support software we've used which required some extensive instructions to help onboarding coworkers.
CONSCertain actions can only be done using the multiple select checkbox, for example closing a single ticket either requires you to go into the ticket and update the status, or use the multiple select checkbox to close a ticket. The spam filter is also quite annoying, while it does block a lot of spam emails, we've missed quite a few non-spam tickets, resulting in upset clients.
Reason for choosing HelpDesk
Mainly price, we're a smaller company that can't justify the higher price for many features we don't use that other services offer. Also simplicity, while extra features can be helpful, they tend to slow us down as a smaller team.
Alan
Information Technology and Services, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2023
Great Live chat for Instant communication
We are happy with the Livechat, it has given our customers a way to ask us immediate questions and us be able to support them in real time vs an email contact system
PROSWe like the easy integration and ability to show the live chat on the pages we pick, rather than all. Short cuts are a great time saver as we get multiple queries for support so we can send them off
CONSWe don't have many issues with software, just the people on the other end :)
Reason for choosing HelpDesk
Recommendation from other business unit
Sifiso
Consumer Goods, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2023
Best software to use
it makes customer interaction and resolving queries easier.
CONSthere is nothing bad about the software honestly.
Reason for choosing HelpDesk
it's the best
Anonymous
10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2023
The best program of customer service
It is an efficient, helpful, useful and fast program.
PROSI used to work for a company that answered 200+ emails a day. This program saved our lives. Number one for working efficiently.
CONSThere is no such thing, unfortunately. Everything is perfect.
Danielle
Libraries, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2020
So easy you can't pass it up!
It's been a pleasure to use and has made my job so much easier!
PROSThere is really no learning curve for using this software. From the first day you are ready to go, helping your clients, and getting feedback for your services. They are very receptive to feedback and are constantly improving the software. Love it!
CONSI love it!! This software is so easy to use I don't have any complaints.
Reason for choosing HelpDesk
Price and ease of use.
Reasons for switching to HelpDesk
The price was great and the software was much more user friendly compared to what we were using.
Rudy
Broadcast Media, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed December 2022
mixed bag
We definitely use the ticketing every day and it is easy enough to use. Now that the pricing schema has changed, we are much less happy because we have to pay for LiveChat which we only use as user interface on the website and the HelpDesk pricing is slightly too high in our view.
PROSThe integration was pretty easy, and the reliability is great, we never had one failure in 3+ years of using it. The support team is great and reacts almost immediately.
CONS- Lack of a proper mobile app- when used in a mobile browser, almost impossible to use- no plugin for WordPress- we have to use LiveChat as well although we don't want it, as it has a WordPress plugin and HelpDesk does not. So we have to manage two environments.
Reason for choosing HelpDesk
we always used HelpDesk
Javier
Hospital & Health Care, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2022
Easy to use customer service software
Our main goal is not to have customer support but we know that's nearly impossible. We integrated the API with our SAAS and users can request customer support in a matter of 2 clicks.
PROSIt is very easy to integrate with any kind of product. Users in our SAAS can now in a matter of 2 clicks give us feedback or request some customer support.
CONSNone, I really love how easy was to set up with out SAAS
Reason for choosing HelpDesk
Pricing and integrations
Abdul
Information Technology and Services, 2-10 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed July 2020
Better than others I've used
I used to use LiveChat ticketing but it wasn't mobile friendly.
CONS+ Doesn't have direct integration with ChatBot. + No smileys when replying to tickets.
Reason for choosing HelpDesk
Budget
Reasons for switching to HelpDesk
Mobile responsive
Harland
Sporting Goods, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2023
Helpdesk & Pyzel Surfboards
Overall my experience has been fantastic. Helpdesk has helped our employees in different location come together to support customers quickly and easily.
PROSFrom integration to customer support, Helpdesk was in fact the most helpful asset to provide our customers and will continue to be for the foreseeable future.
CONSThere could always be more customizations on things like widget format and email format, but generally speaking everything is great.
Madde
Insurance, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed March 2021
Awesome System!
Overall, this feature has been super useful to my business, highly recommend!!
PROSThis product is so easy to use. I love the ability to assign different messages to different users.
CONSI wish that we would be able to receive a notification sound when we received a message on the help desk.
Jacob
Sporting Goods, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
FUNCTIONALITY
3
Reviewed January 2023
Love the App
Love it, any down time is now spent generating sales.
PROSThe simple fact that customers can come and file any questions, comments or updates in a single organized application is huge. No more missed voicemails and missed sales.
CONSI wish there was a way to automatically group new tickets that should be part of the same thread. I've noticed out less tech savvy customers will 'reply' to a ticket by creating a new ticket, every time. If there was a way to automatically re-attach the new thread to existing ticket would be amazing.
Richard
Retail, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2020
Better than the rest!
We've used Salesforce Service Cloud, Zendesk, Groove and a slew of others. The team at Helpdesk has built a functionally rich solution that doesn't require a degree to understand how to operate. We're able to manage tickets in a clean and visually minimal environment and get information without needing to execute multiple clicks. Definitely recommend this solution for teams of all sizes.
PROSSuper easy to get up and running and start managing customer support inquiries. The support team at HelpDesk is very attentive in addressing any questions.
CONSTighter integration with LiveChat when we selected the software would have been great, but that has since been rolled out.
Rex
Computer Software, 51-200 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed April 2020
Superb Product but lacking some features
It's easy to understand and aesthetically pleasing to work in.
CONSIt lacks some of the more advance features that more mature Helpdesk solutions offer. The integration with their livechat product is weak and essentially worthless.
Reason for choosing HelpDesk
Better pricing
Vendor Response
Hi Rex, Thank you for your feedback! We do our best to create the best help desk experience for our customers and to constantly improve our product. We want HelpDesk to be simple to learn and use. Some more advanced features would not correlate with delivering our core value. If you don't mind, we will be in touch to collect a few more information regarding LiveChat integration. Cheers, HelpDesk Team
Replied April 2020
Jason
Mining & Metals, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2022
Hekpesk review
Integration and customization are very easy. You can be up and running in no time.
CONSUsing LiveChat and Helpdesk still feels a little too separated, agents, tags, and canned responses do not carry from one to the other.
Reason for choosing HelpDesk
Price point vs features and online reviews seemed like a good balance.
Elsa
Marketing and Advertising, 2-10 employees
OVERALL RATING:
3
EASE OF USE
3
FUNCTIONALITY
3
Reviewed January 2023
Buena herramienta para la gestión de tickets y priorizar soluciones
Todas las solicitudes, dudas y comunicaciones están en un solo lugar y son más fáciles de encontrar y administrar. Puedes en el futuro revisar respuestas y tener un repositorio de incidencias y soluciones. Mucho más efectivo que el correo para que todo el equipo tenga a mano la información.
CONSEcho en falta algunas opciones más avanzadas que ofrecen otras soluciones de Helpdesk, aunque estoy aún probándola y en general no me disgusta en absoluto
Yan Schwitz
Government Relations, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2022
Ease of Helpdesk
Very simple to use and does exactly what we need.
CONSIt is sometimes difficult to find some old tickets.
Reason for choosing HelpDesk
Helpdesk was the most suitable for our use
Reasons for switching to HelpDesk
The old system was to complicated and without e-mail notifications.
Adam
Legal Services, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2022
Helpdesk does it All!
Helpdesk has been easy, from setup to use. It makes my life easier and everyone how creates tickets lives easier
PROSHelpdesk does exactly what it says on the tin, no fuss! it's simple and clean interface makes dealing with tickets a breeze
CONSI'd love to be able to merge multiple tickets after merging the first, sometimes we get more than one ticket with the same issue from the same person, being able to merge every ticket from them would be a massive help
Reason for choosing HelpDesk
Helpdesk did what it said, no fancy pricing for this and that, just pay and you get this.
Anas
Arts and Crafts, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2022
Kronan guld review
We got much better service level by using helpdesk.
PROSI love the ticketing system and that it feels like a chat with the customer email
CONSNothing I can think of, it does a great job
Kris
Internet, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2022
Helpful Product
I find HelpDesk to be an extremely powerful tool. I have yet to come across a time where I think to myself "HelpDesk should do this..."
PROSHelpDesk is a great tool when it comes to ticket management. I love how easily organized the dashboard is.
CONSI dont really have any ideas on how to improve the system.