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About HelpDesk

HelpDesk is an online ticketing system designed to simplify your teams work. Provide outstanding customer support. Effortlessly.

Learn more about HelpDesk

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:

The lack of features so far. We need to have more options on the contact form.

HelpDesk ratings

Average score

Ease of Use
4.7
Customer Service
4.5
Features
4.2
Value for Money
4.3

Likelihood to recommend

8.4/10

HelpDesk has an overall rating of 4.6 out 5 stars based on 74 user reviews on Capterra.

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Filter reviews (74)

Wayne
Wayne
President/CEO in US
Verified LinkedIn User
Retail, Self Employed
Used the Software for: 1+ year
Reviewer Source
Source: GetApp

The best HelpDesk for small business website owners

5.0 3 years ago

Comments: 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.

Tim
Director in US
Marketing & Advertising, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

A good ticketing system that's worth checking out

5.0 3 weeks ago New

Comments: We chose to move forward with HelpDesk because we were already using LiveChat and ChatBot. While I don't know if it would have been my first choice of a support ticket management system, it has honestly surprised me as I've become more familiar with it. The customer service, just like we've experienced with all of their other products, is top-notch. I can't count the number of other vendors who stick random people behind their chat and phone support who know nothing about the product and are a stone's throw away from being absolutely useless. That couldn't be further from what you get with HelpDesk or any other Text Inc. product. When initially going through the setup process, I needed to be in contact with them quite a bit. Every single person I have interacted with at the company has been knowledgeable, helpful, friendly, and personable. They have gone out of their way to make sure my questions or issues are resolved to my satisfaction before ending the conversation. There's none of that "rushing you through a conversation as quickly as possible" to keep up with some arbitrary metric someone came up with. They stay with you until they figure things out, or they open a ticket to escalate the issue to someone who can assist you further. Obviously, it's made an impact on me, and I will share this with anyone who will listen.

Pros:

I love that HelpDesk integrates with the other products we're using from Text Inc., like LiveChat and ChatBot. It allows our team to easily and automatically keep track of questions, feedback, requests, and other items we don't want to slip through the cracks. The customer service is absolutely second to none. They also have a free trial, which was very helpful in letting us get our teams into the platform to figure out if the software was something we could make work for what we wanted to accomplish.

Cons:

The platform is geared towards providing support for a singular company. We provide support for a large number of clients, and while HelpDesk is sufficient to do what we need it to, I wish there were more thought put into supporting multiple companies from one dashboard.

Text Response

2 weeks ago

Hello Tim! Thank you for taking the time to share your detailed review of HelpDesk. We're thrilled to hear that the integration with other Text Inc. products, like LiveChat and ChatBot, has made it easier for your team to track and manage inquiries. It’s great to know that our customer service has stood out to you as well—this is exactly the experience we strive to deliver to all of our users. We appreciate your honest feedback about supporting multiple companies from one dashboard. We’re always listening to our users and constantly working to improve the platform. Your input is invaluable, and we’ll definitely keep it in mind as we plan future updates. Thank you again for your kind words and for choosing HelpDesk as part of your toolkit. If you ever have any additional feedback or questions, don’t hesitate to reach out. We’re always here to help! Best regards, HelpDesk Team

Tristan
Chief Executive Officer in Malta
Financial Services, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Helpdesk needs more work to be optimum for us personallly

3.0 last month New

Pros:

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

Cons:

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.

Text Response

last month

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, and we're always looking for ways to enhance our product to better serve you. While we understand that development may seem slow at times, I assure you that we’re constantly working on updates and enhancements to meet your needs. Your insight will help us prioritize features that matter the most to our users, and we're optimistic that the improvements we’re making will be worth the wait. Please don't hesitate to reach out if you ever have more feedback or need assistance. Thank you. HelpDesk Team

Blair
National Sales Operations Manager in US
Retail, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Enjoying Help Desk!

5.0 4 weeks ago New

Comments: HelpDesk has made our response time and accuracy much better when helping customers. Before, we were missing emails in our inbox and customers were not being responded to. Now we have happier customers and less customer emails that are missed!

Pros:

I love that it makes it easier for our customers to reach out to us after hours and keep track of requests. This keeps our company email inbox low as everything goes to HelpDesk!

Cons:

I do not like when we have blocked a spam email from sending us HelpDesk tickets, and they still come through. We request to block the email again, and the system tells us they are already blocked.

Text Response

3 weeks ago

Hello Blair! Thank you for taking the time to share your experience with HelpDesk! We're thrilled to hear that it has helped improve your response times and reduce the clutter in your inbox, all while making your customers happier. It's great to know that HelpDesk has become such a valuable tool for your team. We also appreciate your feedback about spam email blocking. We're constantly working to improve our system, and your input is invaluable in helping us make it better. Thank you again for choosing HelpDesk, we’re glad it fits your needs. If you ever have any questions or additional feedback, please don't hesitate to reach out. We're here to help. Best regards, HelpDesk Team

Nick
Director of Support and Technology in US
Computer Software, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Great experience with Helpdesk so far

5.0 4 months ago

Pros:

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

Cons:

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

Text Response

3 months ago

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!

Mantvydas
CEO in Lithuania
Machinery, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

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

4.0 2 years ago

Comments: 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.

Text Response

3 months ago

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 management, new integrations with popular platforms to enhance your workflow, auto-assignment features to streamline the ticket handling process, and a comprehensive audit log for better tracking and compliance. Additionally, we’re continuously working on more updates. We encourage you to explore these new features, and we believe they’ll bring even more value to your experience. Thank you again for your feedback!

Sam
Director in UK
Computer & Network Security, 2–10 Employees
Used the Software for: 1-5 months
Reviewer Source

Knowing where your data is kept is important when It comes to customer support

5.0 3 months ago

Comments: Very good, support easy to work with and the plans are reasonably priced

Pros:

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

Cons:

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

Text Response

2 months ago

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

Arman
CEO in Armenia
Consumer Goods, 501–1,000 Employees
Used the Software for: 1-5 months
Reviewer Source

Good tool for any business

5.0 3 weeks ago New

Pros:

It easy to use and really good program and very useful

Cons:

Other companies that offer this kind of app, most of them are free not separately paid. Thats the only advantage of others.

Text Response

2 weeks ago

Hello Arman! Thank you for taking the time to share your thoughts on our product. We’re thrilled to hear that you find our program easy to use and helpful for your business needs. We also appreciate your feedback on pricing, and it's something we continuously evaluate to ensure we provide the best value for our customers. Your input helps us grow and improve, and we’re grateful for your trust and support. If you ever have any suggestions or need assistance, please don’t hesitate to reach out. Best regards, HelpDesk Team

Nicholas
Developer / Technical Support in US
Information Technology & Services, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Easy to use!

4.0 4 years ago

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.

Jan Marc
Customer Service Representative in Philippines
Health, Wellness & Fitness, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

HelpDesk Experience

5.0 2 weeks ago New

Comments: Great experience with HelpDesk. Been using this tool to effectively communicate with patients and doctors. Easy to navigate and use.

Pros:

What I like the most about helpdesk is it's easy to navigate and easy to find all the necessary information of the clients.

Cons:

There are no language translations available. Sometimes, customers write their concerns in their native language, so I'd like to see translation as a future feature.

Text Response

6 days ago

Hello Jan Marc! Thank you for taking the time to share your experience with HelpDesk. We’re thrilled to hear that you find it easy to navigate and that it's helping you connect seamlessly with customers. We appreciate your feedback on language translations—it's a great suggestion and one we’ll definitely keep in mind as we work on future updates. Our goal is to make communication as smooth as possible, no matter the language. Thanks again for your kind words and support. Best regards, HelpDesk Team

Adam
Founder in Spain
Marketing & Advertising, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Efficient Help Desk solution

5.0 5 months ago

Comments: Even though in our business model we don't deal with as many clients as say a manufacturing company, it is still important to solve clients' inquiries on time.
Being a small company, without the integrations and the efficient management, that wouldn't be possible.

Pros:

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.

Cons:

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.

Text Response

3 months ago

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

Lianne
Virtual Assistant in US
Professional Training & Coaching, 2–10 Employees
Used the Software for: 1-5 months
Reviewer Source

Helpdesk

3.0 4 years ago

Comments: 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.

Text Response

3 years ago

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.

Jonny
Application Specialist in US
Real Estate, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Needs improvement

2.0 4 weeks ago New

Comments: Not very good. It's a simple ticketing system that I'd recommend for beginners or small businesses, but it's not suited for mid-sized companies or experienced agents. Helpdesk keeps coming out with new features that are cool but not a necessity, yet it ignores fundamental features like being able to sort your ticket list.

Pros:

it's easy to learn and provides an easy transition for those already using livechat.

Cons:

It's lacking some basic features of a ticketing system such as sorting a list or controlling default ticket status actions. The tool is also very flawed in it's design such as being unable to hide another team's shared view from the menu despite not being able to see it's contents; it just clutters the menu unnecessarily. It can also be buggy on both the application and web app such as being unable to type into the textbox after trying to tag another agent in private chat. It happens intermittently on occasion and workaround is to switch to the other platform.

Text Response

3 weeks ago

Hello Jonny. Thank you for sharing your detailed feedback on HelpDesk. We sincerely appreciate your honesty. We’re sorry to hear that some aspects of HelpDesk have not met your expectations. We also take note of the technical issues you’ve experienced with the application and web app. Your insights are very valuable, and we'll pass them along to our development team as we continually strive to improve the platform based on user feedback. It’s important to us that HelpDesk is intuitive and functional for teams of all sizes, and your comments highlight areas where we can make improvements, especially for mid-sized companies and more experienced agents. If there’s anything specific you’d like to discuss further or if you have more suggestions, we’d love to hear from you. We’re committed to enhancing HelpDesk and ensuring it meets your needs. Thank you again for your candid review. Best regards, HelpDesk Team

Chad
Manager of Member Engagement | Product Owner Internal Systems in US
Consumer Services, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

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

5.0 2 years ago

Comments: 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

Stephen
I.T. Assistant in US
Religious Institutions, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

Alternatives Considered:

Very Useful to start a Helpdesk experience

5.0 5 years ago

Comments: 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.

Danielle
Non-Profit Manager in US
Libraries, 2–10 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

So easy you can't pass it up!

5.0 5 years ago

Comments: 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.

Rudy
Manager in Switzerland
Broadcast Media, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

mixed bag

4.0 2 years ago

Comments: We definitely use the ticketing every day and it is easy enough to use. Now that the pricing schema has changed, we are much less happy because we have to pay for LiveChat which we only use as user interface on the website and the HelpDesk pricing is slightly too high in our view.

Pros:

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.

Cons:

- 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.

halee
customer service in US
Consumer Services, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

love help desk

5.0 2 months ago

Comments: I overall love helpdesk. It is very easy to use and i love it better than other things we have used for emails.

Pros:

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

Cons:

it can be a little slow with loading emails sometimes.

Text Response

2 months ago

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

Berny
Head of Technical Team in UK
Computer Software, 2–10 Employees
Used the Software for: 1-5 months
Reviewer Source

Helpdesk - Dradni Group

5.0 4 months ago

Comments: We use helpdesk for tickets, verification codes and sales tracking. I am impressed with its features.

Pros:

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

Cons:

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

Text Response

3 months ago

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!

Alan
Consumer Products and Marketing Manager in UK
Information Technology & Services, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Great Live chat for Instant communication

5.0 last year

Comments: We are happy with the Livechat, it has given our customers a way to ask us immediate questions and us be able to support them in real time vs an email contact system

Pros:

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

Cons:

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

Text Response

3 months ago

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.

Javier
CTO in Mexico
Hospital & Health Care, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Easy to use customer service software

5.0 3 years ago

Comments: 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

Sifiso
Consultant in South Africa
Consumer Goods, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Best software to use

5.0 last year

Pros:

it makes customer interaction and resolving queries easier.

Cons:

there is nothing bad about the software honestly.

Text Response

3 months ago

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!

Gerry
Director in US
Marketing & Advertising, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

Good Choice

5.0 5 months ago

Pros:

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

Cons:

A direct print option would be nice to have.

Text Response

5 months ago

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

Harland
Customer Service Manager in US
Sporting Goods, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Helpdesk & Pyzel Surfboards

5.0 2 years ago

Comments: Overall my experience has been fantastic. Helpdesk has helped our employees in different location come together to support customers quickly and easily.

Pros:

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.

Cons:

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

Madde
Underwriter in US
Insurance, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Awesome System!

5.0 4 years ago

Comments: Overall, this feature has been super useful to my business, highly recommend!!

Pros:

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

Cons:

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