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HelpDesk Features

Features Summary

Functionality

4.2

/5

36

Total features

55

6 categories

HelpDesk features

API
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Assignment Management
Automated Routing
Batch Communications

Common features of Customer Service software

API
Activity Tracking
Alerts / Escalation
Appointment Management
Auto-Responders
Calendar Management
Call Center Management
Call Routing

Price starts from

29

/user

Per month

Pricing options
Free plan
Subscription
Free trial

Screenshots

Contenders comparison

Functionality

4.2

/5

36

Price starts from

29

/user

Per month

visit website

Total Features

55

Unique features

  • Visual Analytics

Functionality

4.3

/5

3K

Price starts from

49

/user

Per month

visit website

Total Features

181

Features in Common

53

Unique features

  • Customizable Fields

  • VoIP Connection

  • Multi-Channel Management

  • Discussions / Forums

Functionality

4.5

/5

1.7K

Price starts from

0

visit website

Total Features

143

Features in Common

50

Unique features

  • Online Forums

  • Widgets

  • Cataloging/Categorization

  • Discussions / Forums

Common HelpDesk comparisons

HelpDesk logo
Freshdesk logo
HelpDeskvsFreshdesk
HelpDesk logo
LiveAgent logo
HelpDeskvsLiveAgent
HelpDesk logo
Zoho Desk logo
HelpDeskvsZoho Desk

Reviewers who mentioned features said:

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

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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 5 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 recommend10/10

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Easy to use customer service software

Reviewed 6 months ago

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.

Pros

It 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.

Cons

None, I really love how easy was to set up with out SAAS

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Great for Managing customer requests

Reviewed 5 months ago
Pros

Very easy to know which tasks are yours and assign tasks to others. I like the custom notifications for when a customer responds.

Cons

Forwarding doesn't work the way it should sometimes on the client's end.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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So easy you can't pass it up!

Reviewed 2 years ago

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.

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

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Efficient solution for customer support

Reviewed 2 years ago

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

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.

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

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Helpdesk

Reviewed 2 years ago

Seemless integration

Pros

Having come from not using any email managment software (only Outlook), the tool has prived invaluable. It integrates seemlessly with the livechat product, which we also use and provides a wealth of data which we could only dream of before. It is easy to use, ease to train out and super easy to implement

Cons

Nothing difficult, I would like more data reports but I'm sure that will come in timr

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

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Help desk was pretty helpful

Reviewed a year ago

all in all i like helpdesk, a few things need work, but i would definitely recommend it.

Pros

I liked the fact that no matter what the issue was all i had to do was turn it over to help desk and they either tell me how to fix the problem or take over and fix it from their end.

Cons

I think the only problem i found was it isnt very user friendly. They need to work on communication with their customers.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Easy to Learn

Reviewed a year ago

Monitoring responses going out in tickets is much easier than monitoring multiple email accounts.

Pros

This product was easy to learn. We learned the functions in an afternoon of training. The canned responses feature save alot of time.

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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I am in love!

Reviewed 2 years ago
Pros

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. That makes our answers swift and accurate. Besides, we can send messages in line with our brand identity through email templates. What we love about it is that customers immediately know that they're dealing with us, and they're more willing to interact.

Cons

HelpDesk is so easy to use I don't have any complaints.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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A good tool for Customer Support

Reviewed 2 years ago
Pros

we can easily convert client messages to tickets and provide support and help documentation.

Cons

We didn't go along with this tool as it had fewer features and integrations.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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HelpDesk by LiveChat Review

Reviewed 2 years ago
Pros

Easy to use, user friendly, easy to instal

Cons

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

Vendor response

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!