About 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.

Pricing starting from:

US$4,00/month

  • Free Version
  • Free Trial
  • Subscription

Key benefits of 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).

Devices

Business size

S M L

Markets

Andorra, United Arab Emirates, Afghanistan, Antigua & Barbuda, Anguilla, Albania, Armenia, Curaçao, Angola, Argentina, American Samoa, Austria, Australia, Aruba, Åland Islands, Azerbaijan, Bosnia & Herzegovina, Barbados, Bangladesh, Belgium, Burkina Faso, Bulgaria, Bahrain, Burundi, Benin, Bermuda, Brunei, Bolivia, Brazil, Bahamas, Bhutan, Botswana, Belarus, Belize, Canada, Congo - Kinshasa, Central African Republic, Congo - Brazzaville, Switzerland, Cook Islands, Chile, Cameroon, China, Colombia, Costa Rica, Cuba, Cape Verde, Cyprus, Czechia, Germany, Djibouti, Denmark, Dominica, Dominican Republic, Algeria, Ecuador, Estonia, Egypt, Eritrea, Spain, Ethiopia, Finland, Fiji, Falkland Islands, Micronesia, Faroe Islands, France, Gabon, United Kingdom, Grenada, Georgia, French Guiana, Guernsey, Ghana, Gibraltar, Greenland, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Greece, Guatemala, Guam, Guinea-Bissau, Guyana, Hong Kong SAR China, Honduras, Croatia, Haiti, Hungary, Indonesia, Ireland, Israel, Isle of Man, India, Iraq, Iran, Iceland, Italy, Jersey, Jamaica, Jordan, Japan, Kenya, Kyrgyzstan, Cambodia, Kiribati, Comoros, St. Kitts & Nevis, South Korea, Kuwait, Cayman Islands, Kazakhstan, Laos, Lebanon, St. Lucia, Liechtenstein, Sri Lanka, Liberia, Lesotho, Lithuania, Luxembourg, Latvia, Libya, Morocco, Monaco, Moldova, Montenegro, St. Martin, Madagascar, Marshall Islands, North Macedonia, Mali, Myanmar (Burma), Mongolia, Macao SAR China, Northern Mariana Islands, Martinique, Mauritania, Montserrat, Malta, Mauritius, Maldives, Malawi, Mexico, Malaysia, Mozambique, Namibia, New Caledonia, Niger, Norfolk Island, Nigeria, Nicaragua, Netherlands, Norway, Nepal, Nauru, New Zealand, Oman, Panama, Peru, French Polynesia, Papua New Guinea, Philippines, Pakistan, Poland, St. Pierre & Miquelon, Puerto Rico, Palestinian Territories, Portugal, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Russia, Rwanda, Saudi Arabia, Solomon Islands, Seychelles, Sudan, Sweden, Singapore, St. Helena, Slovenia, Svalbard & Jan Mayen, Slovakia, Sierra Leone, San Marino, Senegal, Somalia, Suriname, São Tomé & Príncipe, El Salvador, Syria, Eswatini, Turks & Caicos Islands, Chad, Togo, Thailand, Tajikistan, Timor-Leste, Turkmenistan, Tunisia, Tonga, Turkey, Trinidad & Tobago, Tuvalu, Taiwan, Tanzania, Ukraine, Uganda, United States, Uruguay, Uzbekistan, Vatican City, St. Vincent & Grenadines, Venezuela, British Virgin Islands, US Virgin Islands, Vietnam, Vanuatu, Wallis & Futuna, Samoa, Yemen, Mayotte, South Africa, Zambia, Zimbabwe

Supported Languages

English

Pricing starting from:

US$4,00/month

  • Free Version
  • Free Trial
  • Subscription

Images

HelpDesk Software - A single ticket view.
HelpDesk Software - View all tickets in one place and track their status.
HelpDesk Software - Create new tickets and assign them to team members.
View 4 more
HelpDesk video
HelpDesk Software - A single ticket view. HelpDesk Software - View all tickets in one place and track their status. HelpDesk Software - Create new tickets and assign them to team members.

Features

Total features of HelpDesk: 60

  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Assignment Management
  • Automated Routing
  • Batch Communications
  • Case Management
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Complaint Monitoring
  • Content Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Dashboard
  • Document Storage
  • Email Distribution
  • Email Management
  • Feedback Management
  • Forms Management
  • Help Desk Management
  • Historical Reporting
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Performance Metrics
  • Personalization
  • Quality Assurance
  • Ratings / Reviews
  • Recurring Issues
  • Reporting & Statistics
  • Reporting/Analytics
  • Routing
  • Search/Filter
  • Self Service Portal
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Third Party Integrations
  • Ticket Management
  • Video Support
  • Visual Analytics
  • Workflow Configuration
  • Workflow Management

Alternatives

Zendesk

4,4
#1 Alternative to HelpDesk
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

Freshdesk

4,5
#2 Alternative to HelpDesk
Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that...

Zoho Desk

4,5
#3 Alternative to HelpDesk
Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key...

LiveAgent

4,7
#4 Alternative to HelpDesk
LiveAgent is a web-based help desk solution which enables the management of support tickets from multiple channels,...

Reviews

Overall rating

4,5 /5
(32)
Value for Money
4,3/5
Features
4,2/5
Ease of Use
4,7/5
Customer Support
4,4/5

Already have HelpDesk?

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Showing 5 reviews of 32
Anna O.
Overall rating
  • Industry: Internet
  • Company size: 2-10 Employees
  • Used Daily for Free Trial
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

The ideal tool for Support Teams

Reviewed on 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. 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.

Stephen G.
Overall rating
  • Industry: Religious Institutions
  • Company size: 11-50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Very Useful to start a Helpdesk experience

Reviewed on 2020/04/14

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

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.

Alternatives Considered

Zendesk

Reasons for Switching to HelpDesk

Zendesk was way too expensive for us as a small business. They have much better features than Helpdesk, but since we are not a large scale company yet we do not need all of the features Zendesk offers and we can not afford to pay for them.
Ashley M.
Overall rating
  • Industry: Medical Practice
  • Company size: 11-50 Employees
  • Used Weekly for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Great way to help users!

Reviewed on 2021/05/13

Pros

The ease of the program for beginner users!

Cons

More detailed training would help out some in the beginning as well as better app control.

Lianne S.
Overall rating
  • Industry: Professional Training & Coaching
  • Company size: 2-10 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 1.0 /10

Helpdesk

Reviewed on 2021/03/08

We purchased this program to help us with ticket management, as we were handling our customer...

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.

Response from LiveChat Software

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. We didn't do this on purpose. Our support heroes do their best 24/7 to answer your doubts. I'll see what happened with your ticket to make sure this never happens again.

Now, the issue with automated workflows. They're designed to make your job easier, so I deeply regret that it didn't work out as expected. I'd appreciate knowing exactly how you've set them up so we can make them run in your favor. Email us directly at [email protected] to discuss the matter and reactivate your account for a month for free. I'll do my best to make your experience with HelpDesk enjoyable.

Nicholas H.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 2-10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Easy to use!

Reviewed on 2020/07/31

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.

Showing 5 reviews of 32 Read all reviews

HelpDesk FAQs

Below are some frequently asked questions for HelpDesk.

HelpDesk offers the following pricing plans:

Contact HelpDesk for pricing information.

HelpDesk has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

HelpDesk supports the following languages:

English

HelpDesk supports the following devices:

HelpDesk integrates with the following applications:

GitHub, Jira, LiveChat, Shopify, Zapier

HelpDesk offers the following support options:

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

Related categories

See all software categories found for HelpDesk.