HelpDesk Features

HelpDesk

Ticketing software for effortless customer support

4.71/5 (17 reviews)

HelpDesk Feature Summary

  • 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

Competitor Feature Comparison

API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Audit Trail
Automatic Backup
Automatic Notifications
Call Recording
Call Routing
Chat
Collaboration Tools
Collaborative Workspace
Commenting
Configurable Workflow
Contact History
Content Filter
Custom Fields
Custom Forms
Customer Database
Customer History
Customer Service Analytics
Customizable Branding
Customizable Templates
Data Filtering
Drag & Drop Interface
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Database
Feedback Collection
Feedback Management
Filtered Views
Forms Management
Help Desk Management
History Tracking
Instant Messaging
Issue Management
Knowledge Base Management
Monitoring
Multi-Channel Communication
Performance Reports
Permission Management
Ratings & Reviews
Real Time Notifications
Real Time Updates
Reporting & Statistics
Request Assignment
Request Routing
Role Management
SSL Security
Search Functionality
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Visual Analytics
Web Forms
Widgets
Workflow Management
Visit WebsiteCompare App
API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Audit Trail
Automatic Backup
Automatic Notifications
Call Recording
Call Routing
Chat
Collaboration Tools
Collaborative Workspace
Commenting
Configurable Workflow
Contact History
Content Filter
Custom Fields
Custom Forms
Customer Database
Customer History
Customer Service Analytics
Customizable Branding
Customizable Templates
Data Filtering
Drag & Drop Interface
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Database
Feedback Collection
Feedback Management
Filtered Views
Forms Management
Help Desk Management
History Tracking
Instant Messaging
Issue Management
Knowledge Base Management
Monitoring
Multi-Channel Communication
Performance Reports
Permission Management
Ratings & Reviews
Real Time Notifications
Real Time Updates
Reporting & Statistics
Request Assignment
Request Routing
Role Management
SSL Security
Search Functionality
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Visual Analytics
Web Forms
Widgets
Workflow Management
Visit WebsiteCompare App
API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Audit Trail
Automatic Backup
Automatic Notifications
Call Recording
Call Routing
Chat
Collaboration Tools
Collaborative Workspace
Commenting
Configurable Workflow
Contact History
Content Filter
Custom Fields
Custom Forms
Customer Database
Customer History
Customer Service Analytics
Customizable Branding
Customizable Templates
Data Filtering
Drag & Drop Interface
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Database
Feedback Collection
Feedback Management
Filtered Views
Forms Management
Help Desk Management
History Tracking
Instant Messaging
Issue Management
Knowledge Base Management
Monitoring
Multi-Channel Communication
Performance Reports
Permission Management
Ratings & Reviews
Real Time Notifications
Real Time Updates
Reporting & Statistics
Request Assignment
Request Routing
Role Management
SSL Security
Search Functionality
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Visual Analytics
Web Forms
Widgets
Workflow Management
Visit WebsiteCompare App

HelpDesk Feature Reviews

17 reviewers had the following to say about HelpDesk's features:

Gero Bertolone

Helpdesk

2020-07-23

Seemless integration

Pros

Having come from not using any email managment software (only Outlook), the tool has prived invaluable.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Michael Ke

A great deal in using HelpDesk

2020-07-26

Pros

We support ourselves in real-time with private notes in every complex customer case.

Cons

The user interface (UI) could be slightly improved

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Abdul Samad

Better than others I've used

2020-07-23

Pros

I used to use LiveChat ticketing but it wasn't mobile friendly.

Cons

. + No smileys when replying to tickets.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Richard Eib

Better than the rest!

2020-01-13

We're able to manage tickets in a clean and visually minimal environment and get information without needing to execute multiple clicks.

Pros

Super easy to get up and running and start managing customer support inquiries.

Cons

Tighter integration with LiveChat when we selected the software would have been great, but that has since been rolled out.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Karolis Bitinas

HelpDesk by LiveChat Review

2020-04-07

Pros

Easy to use, user friendly, easy to instal

Cons

Need more reports like live chat has

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

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!

Read more
Anna Ochnik

The ideal tool for Support Teams

2020-07-24

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.

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

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anushka Pandey

Efficient solution for customer support

2020-08-31

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.

Cons

I don’t have such a problem with this application, my work is going on smoothly without any hassle as such.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Rafal Muszynski

Simple helpdesk solution

2020-07-26

Pros

Mail, Outlook and Office 365. It integrates with different tools using Zapier integration.

Cons

Everything is fine. I don't have any cons. Everything works as expected.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Rex Foster

Superb Product but lacking some features

2020-04-02

Pros

It's easy to understand and aesthetically pleasing to work in.

Cons

The integration with their livechat product is weak and essentially worthless.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

Response from LiveChat


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

Read more
Maryna Nalyvaiko

I am in love!

2020-07-27

Pros

Besides, we can send messages in line with our brand identity through email templates.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Danielle Angerbauer

So easy you can't pass it up!

2020-04-08

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

Pros

From the first day you are ready to go, helping your clients, and getting feedback for your services.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Gal Biran

HelpDesk has helped us tremendously !

2020-09-09

The experience has been very positive and we will continue to use HelpDesk as we have had many benefits from it.

Pros

The beautiful design offers stability and lets us easily handle tickets and build customer relationships.

Cons

I have no comments on flaws in HelpDesk. Everything has been smooth so far.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Nicholas Harris

Easy to use!

2020-07-31

Pros

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.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Stephen Greene

Very Useful to start a Helpdesk experience

2020-04-14

Overall Helpdesk has been great for me to begin using a ticket system.

Pros

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

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Itamar Kotler

Very Good Helpdesk

2020-07-18

Pros

Easy to use, All contacts handle in one place

Cons

Hebrew support is not perfect (some menus are not RTL)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Thomas Vervik

Helpdesk

2019-08-01

Pros

I'm very happy with Helpdesk, it solve our support problems, recommended.

Cons

For now nothing particular, it's a young product, so limited in features, but they add features week by week.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Razvan Girmacea

Very modern customer support software

2020-07-24

Pros

I love Helpdesk because it has so many features that I need for the entire customer support tasks.

Cons

Nothing to complain, everything is executed perfectly.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more