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$29,00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to HelpDesk

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).

Typical Customers

  • Freelancers
  • Small Businesses (2-50)
  • Mid-size Companies (51-500)
  • Large enterprises (500 and more)

Deployment

  • Cloud-based
  • On-premise

Markets

Afghanistan, Albania, Algeria, American Samoa, Andorra and 225 others

Supported Languages

English

Pricing starting from:

US$29,00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to HelpDesk

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: 56

  • 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 Management
  • Feedback Management
  • Forms Management
  • Help Desk Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Live Chat
  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Performance Metrics
  • Personalization
  • Quality Assurance
  • 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

JIRA Service Management

4,4
#1 Alternative to HelpDesk
Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular...

Zoho Desk

4,5
#2 Alternative to HelpDesk
Zoho Desk, Zoho's flagship web-based customer service software, helps businesses of all sizes and types deliver...

Freshdesk

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

Hiver

4,6
#4 Alternative to HelpDesk
Hiver is the world's first Gmail-based helpdesk for customer-facing teams. It helps teams collaborate on shared inboxes...

Reviews

Overall rating

4,6 /5
(56)
Value for Money
4,4/5
Features
4,3/5
Ease of Use
4,7/5
Customer Support
4,6/5

Already have HelpDesk?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 56
Wayne
Overall rating
  • Industry: Retail
  • Company size: Self Employed
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

The best HelpDesk for small business website owners

Reviewed on 2022/03/11

Customer Support was hard to get a hold of through Shopify App and took over a week to get help and...

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.

Mantvydas
Overall rating
  • Industry: Machinery
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

We have what we need, but there is always what to improve

Reviewed on 2023/01/17

Everything is suitable and in the end of the day does the job

Everything is suitable and in the end of the day does the job

Pros

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

Cons

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.

Alternatives Considered

Zoho Desk

Reasons for Choosing HelpDesk

not enough features

Reasons for Switching to HelpDesk

Recommendations from other websites, we tried and it fit our needs
Jacob
Overall rating
  • Industry: Sporting Goods
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 10.0 /10

Love the App

Reviewed on 2023/01/20

Love it, any down time is now spent generating sales.

Love it, any down time is now spent generating sales.

Pros

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.

Cons

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.

Lianne
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.

Chad
Overall rating
  • Industry: Consumer Services
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Operations and Admin use with My Secure Advantage Inc. (MSA)

Reviewed on 2022/12/12

We love it. We use HelpDesk, LiveChat, and ChatBot

We love it. We use HelpDesk, LiveChat, and ChatBot

Pros

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

Cons

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

Alternatives Considered

JIRA Service Management and Hiver

Reasons for Choosing HelpDesk

Poor support and availability

Switched From

Zendesk Suite

Reasons for Switching to HelpDesk

The intergration of the three products we have HelpDesk, LiveChat, and ChatBot
Showing 5 reviews of 56 Read all reviews

HelpDesk FAQs

Below are some frequently asked questions for HelpDesk.

HelpDesk offers the following pricing plans:

  • Starting from: US$29,00/month
  • Pricing model: Subscription
  • Free Trial: Available

Team - $29/month per agent (billed annually) or $34/month per agent (billed monthly) Enterprise - Please contact LiveChat Software for pricing details

HelpDesk has the following typical customers:

Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1 000, 1 001–5 000

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.