HelpDesk Pricing, Features, Reviews & Comparison of Alternatives

HelpDesk

Ticketing software for effortless customer support

4.71/5 (17 reviews)

HelpDesk overview

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.
www.helpdesk.com

Pricing

Starting from
$4/month
Pricing options
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom, Australia, China and 5 other markets, India, Japan, Germany, Brazil, Mexico

Supported languages

English
HelpDesk screenshot: A single ticket view. What is HelpDesk?HelpDesk screenshot: View all tickets in one place and track their status.HelpDesk screenshot: Create new tickets and assign them to team members.

HelpDesk user reviews

Value for money
Features
Ease of use
Customer support
  4.4
  4.4
  4.8
  4.8
Anna Ochnik

The ideal tool for Support Teams

Used daily for free trial
Reviewed 2020-07-24
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Stephen Greene

Very Useful to start a Helpdesk experience

Used daily for less than 6 months
Reviewed 2020-04-14
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Karolis Bitinas

HelpDesk by LiveChat Review

Used daily for less than 6 months
Reviewed 2020-04-07
Review Source: Capterra

Pros
Easy to use, user friendly, easy to instal

Cons
No reports export, No tags reports. Need more reports like live chat has

Response from LiveChat


Hello Karolis, thank you for your review. We implemented the ability to export reports. It enables you to export ticket metadata within the specified date range. We're constantly working on improving our reports section as well!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Nicholas Harris

Easy to use!

Used daily for 6-12 months
Reviewed 2020-07-31
Review Source: Capterra

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.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 8/10

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Danielle Angerbauer

So easy you can't pass it up!

Used daily for 1-2 years
Reviewed 2020-04-08
Review Source: Capterra

It's been a pleasure to use and has made my job so much easier!

Pros
There 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!

Cons
I love it!! This software is so easy to use I don't have any complaints.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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HelpDesk pricing

Starting from
$4/month
Pricing options
Subscription
Free trial
View Pricing Plans

Contact HelpDesk for pricing information.

HelpDesk features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Reporting & Statistics
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management

CRM Integration (97 other apps)
Real Time Analytics (75 other apps)
Self Service Portal (77 other apps)
Social Media Integration (91 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for HelpDesk

Key features of HelpDesk

  • Automated Routing
  • Chat
  • Customer History Tracking
  • Customer Ratings
  • Customer Satisfaction Management
  • Customer Service
  • Customer Service Analytics
  • Feedback Collection
  • Help Desk
  • Macros/Templated Responses
  • Performance Reports
  • Reporting/Analytics
  • Support Ticket Tracking
  • Tagging
  • Team Collaboration
  • Ticket Consolidation
  • Ticket Management
  • Ticket Tags
  • Ticket/Issue Tracking
View All Features

Benefits

• 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).