HelpDesk Reviews

AI summary is a great feature. Apart from that its a quite basic version of a helpdesk to be honest

I mean the helpdesk need quite a bit of updates to be suitable for a multi-brand environment. We use tags to seperate departments because the groups are being used for different brands. So there is no other option to seperate departments. Development launches from helpdesk side seem quite slow as well. Cannot change design of contact forms as well to fit different website styles.

Dear Tristan, Thank you for taking the time to share your feedback with us. We’re happy to read that you’re enjoying the AI summary feature—it's great to know it's helping your team. We truly appreciate your candid input on the areas where HelpDesk could improve, especially in the context of a multi-brand environment. Your suggestions about department separation and contact form design are invaluable,...

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i love that it is very easy to use and not complicated at all.

it can be a little slow with loading emails sometimes.

Dear Halee, Thank you for taking the time to share your thoughts about HelpDesk. We’re thrilled to hear that you find our platform easy to use and that it has made managing your emails simpler. We understand the importance of efficiency, and your feedback helps us make these improvements. Your satisfaction is our top priority. If you have any more suggestions or need any assistance, please don’t hesitate to reach out. We’re here to help! Thanks again for being a valued customer. HelpDesk Team

It's easy to use and not too hard to integrate with websites. The UX/UI is important.

The custom support email section is hard to understand and still not sure if set up correctly, or if there are any additional steps to take

Hello Sam! Thank you for taking the time to share your thoughts on HelpDesk! We're thrilled to hear that you find our platform easy to use and appreciate the importance we place on UX/UI design. We also appreciate your feedback regarding the custom support email setup. We understand the importance of clarity in every service aspect, especially in such an important area. Please feel free to contact our support team if you need any assistance— we're here to help you every step of the way. Thank you again for choosing HelpDesk and for your valuable feedback. We're here to ensure you have the best possible experience. Best regards, HelpDesk Team

I do like the ease of functionality. It is pretty straight forward to use.

It can be kind of slow, and harder to train people on.

Hello Jessica! Thank you for sharing your feedback on HelpDesk. We're glad to hear that you appreciate the ease of functionality and find our tool straightforward to use. We also value your comments on the speed and training challenges. Thank you for choosing HelpDesk and for your continued support.

Love the interface and ease of use. The interface and workflow is intuitive and easy to work in.

Looking forward to new features about segmenting users and customers who submit tickets.

Hello Nick! Thank you for sharing your positive experience with HelpDesk. We're thrilled to hear that you love the intuitive interface. We're excited about your interest in new features for segmenting users and customers, and we'll keep working to enhance your experience further. We're glad to have made a positive impact and look forward to continuing to support your team. Thank you for your trust in us!

I like the way it’s easy to use, the layout of it and the functionality both plans offer

I dislike the introduction of the new plan rather suddenly, taking away features of the team plan.

Hello, Berny! Thank you for sharing your feedback on HelpDesk. We're glad to hear that you find our platform easy to use and that its layout and functionality meet your needs. Your comments about the new plan introduction are noted, and we appreciate your understanding. Thank you for your trust in us!

The feature I like the most that influenced me to choose HelpDesk is the ability to integrate it with a plethora of different platforms and automate a lot of processes. At this stage of growing our company, we are focused on streamlining our workflow and optimizing the usage of the resources we have.

I don't think there are many things they got wrong. We had some glitches and slowdowns on certain occasions. Also, I think a sound notification when a new message arrives could be helpful.

Hello Adam! Thank you for taking the time to share your thoughtful feedback on HelpDesk. We're thrilled to hear that our platform’s integration capabilities and process automation have been instrumental in helping you streamline your workflow and optimize your resources. It's great to know that our platform has contributed to your ability to manage client inquiries efficiently, especially as a small company. Your insights are incredibly important to us. Thank you again for your support. All the best, HelpDesk Team

The clean design and ease of use are what I like most about HelpDesk.

A direct print option would be nice to have.

Gerry, thank you for your review! We're thrilled you find HelpDesk's design and usability beneficial. We appreciate your suggestion for a direct print option and will consider it for future updates. We're glad HelpDesk better meets your company's needs. Feel free to reach out if you need anything! Best, The HelpDesk Team

We 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

We don't have many issues with software, just the people on the other end :)

Hello Alan! Thank you for choosing our HelpDesk. We're glad to hear it's meeting your needs, and we're here to support you should you have any further suggestions or questions.

it makes customer interaction and resolving queries easier.

there is nothing bad about the software honestly.

Hello! Thank you so much for your review. We're delighted to hear that our software has made customer interaction and query resolution easier for you. If you ever have any suggestions or need assistance, we're here to help! Thanks again for choosing our HelpDesk!

The 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.

I 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.

Great to have a form for customer to fill which was easy to implement in the website and to start gather tickets

We 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.

Hello! We appreciate your feedback. We understand how important it is to capture specific information like remote software login details or warranty numbers, and to have insights into which products generate the most tickets. We’re excited to share that we’ve recently added several new features that might address some of your needs. Our platform now includes AI-powered tools for smarter ticket...

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From 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.

There could always be more customizations on things like widget format and email format, but generally speaking everything is great.

We love the ability to quickly process support and/or member-facing requests through the website or the App.

N/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

The 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.

- 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.

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

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.

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.

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

This product is so easy to use. I love the ability to assign different messages to different users.

I wish that we would be able to receive a notification sound when we received a message on the help desk.

-- 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

-- 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.

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....

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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.

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.

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

+ Doesn't have direct integration with ChatBot. + No smileys when replying to tickets.

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.

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.

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!

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

Super easy to get up and running and start managing customer support inquiries. The support team at HelpDesk is very attentive in addressing any questions.

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

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.

Echo en falta algunas opciones más avanzadas que ofrecen otras soluciones de Helpdesk, aunque estoy aún probándola y en general no me disgusta en absoluto

Hello Elsa! Thank you for taking the time to share your feedback! We're glad to hear that you find our tool effective for managing and prioritizing tickets. We appreciate your comments about advanced options, and we’re excited to let you know that we've recently added several new features that we believe will enhance your experience even further. Some of the latest updates include AI-powered tools...

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