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HelpDesk Pricing, Features, Reviews and Alternatives

HelpDesk product overview

Price starts from

4

Per month

Per Feature

What is HelpDesk?

HelpDesk is an easy-to-use ticketing system for managing communication with customers. It allows you to store all the messages in one place and track their status. It’s packed with features that empower effective collaboration. Converting messages into manageable tickets is a way to save your support agents’ time and boost their productivity. Your customers can contact you via their preferable channel.

Key benefits of using HelpDesk

• Convert messages into tickets and declutter your inbox.
• Assign tickets to specific teams or team members within your organization and manage your workflow smoothly.
• Use tagging for organizing your tickets into groups.
• Change and track the status of a ticket.
• Find the right context of every message using the archives.
• Maximize your data security with data enryption (256bit SSL protocol).

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

FAQs/Forum
24/7 (Live rep)
Phone Support
Email/Help Desk
Chat
Knowledge Base

Training options

Documentation
Live Online

HelpDesk pricing information

Value for money

4.3

/5

36

Starting from

4

Per month

Per Feature

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

HelpDesk features

Functionality

4.2

/5

36

Total features

55

6 categories

Most valued features by users

Reporting/Analytics
API
Third Party Integrations
Chat/Messaging
Reporting & Statistics
Customizable Branding
Multi-Channel Communication
Live Chat

Functionality contenders

HelpDesk users reviews

Overall Rating

4.5

/5

36

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.33/10
Rating distribution

5

4

3

2

1

23

9

4

0

0

Pros
I love how it makes our tasks easier and we're excited to discover more of its other features that we can use in our other lines of business.
AvatarImg

Vanessa D.

We care about the individual approach to the customer, and HelpDesk supports us in this. Thanks to the teams, the customer can be assigned to the appropriate department.
AvatarImg

Maryna N.

Overall, this feature has been super useful to my business, highly recommend.

MN

Madde N.

Cons
There is an obvious lack of control over training, nuances can be lost. Customers may find it too impersonal.

NN

Nandy N.

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.

NH

Nicholas H.

Emails get caught in Spam sometimes when they aren't spam.

SB

Subrena B.

Overall rating contenders

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

The ideal tool for Support Teams

Reviewed 2 years ago
Pros

Using this ticketing system, you can manage all of your communication with clients (emails, live chat messages, and others) in a simple and easy way. You can create ticketing lists using defined filters or tags – it helps to manage tasks between teammates. I really like the feature of adding your own notes to the ticket – thanks to that all users can see it and use it to solve the client’s problem.

Cons

Pricing is a bit high, so there is a possibility that startups and small companies won’t be able to afford this tool.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Very Useful to start a Helpdesk experience

Reviewed 2 years ago

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.

Pros

Helpdesk 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.

Cons

I 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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend1/10

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Helpdesk

Reviewed a year ago

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.

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....

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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The best HelpDesk for small business website owners

Reviewed 3 months ago

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.

Pros

Features, layout, tags, spam blocking, email signature in outgoing emails, domain verification for outgoing emails so it has our email address

Cons

You 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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Easy to use!

Reviewed 2 years ago
Pros

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.

Cons

Certain 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.

HelpDesk FAQs and common questions

Q. What type of pricing plans does HelpDesk offer?

HelpDesk has the following pricing plans:
Starting from: $4.00/month
Pricing model: Subscription
Free Trial: Available


Q. Who are the typical users of HelpDesk?

HelpDesk has the following typical customers:
Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business


Q. What languages does HelpDesk support?

HelpDesk supports the following languages:
English


Q. Does HelpDesk offer an API?

Yes, HelpDesk has an API available for use.


Q. What other apps does HelpDesk integrate with?

HelpDesk integrates with the following applications:
GitHub, Jira, Zapier, LiveChat, Shopify


Q. What level of support does HelpDesk offer?

HelpDesk offers the following support options:
FAQs/Forum, 24/7 (Live rep), Phone Support, Email/Help Desk, Chat, Knowledge Base

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