Who Uses HelpDesk?
From bootstrapped startups to global enterprises, HelpDesk is suitable for all companies, regardless of their size or industry.
What Is HelpDesk?
HelpDesk is an online ticketing system that simplifies your teams work. Its full of features that foster collaboration within your team. You can use tagging, add private notes, assign tickets to specific team members and create canned responses. To ensure the highest level of security, the system encrypts your data with 256bit SSL protocol. HelpDesk is designed to save your agents time and enable them to provide the highest level of customer service. Effortlessly.
HelpDesk Details
LiveChat
https://www.helpdesk.com/
Founded 2002
HelpDesk pricing overview
See pricing plansHelpDesk does not have a free version but does offer a free trial. HelpDesk paid version starts at US$4.00/month.
Starting Price
US$4.00/month See pricing details
Free Version
No
Free Trial
Yes, get a free trial
HelpDesk deployment and support
Support
- 24/7 (Live Rep)
- Online
Deployment
- Cloud, SaaS, Web
Training
- Live Online
- Documentation
HelpDesk Features
Complaint Management Software
- Case Management
- Complaint Classification
- Corrective Actions (CAPA)
- Customer Complaint Tracking
- Feedback Management
- Forms Management
- Issue Tracking
- Quality Assurance Management
- Routing
- Self Service Portal
- Social Media Monitoring
- Survey Management
Customer Communications Management Software
- Batch Communications
- Chat / Messaging
- Content Management
- Email Distribution
- Interactive Content
- Multi-Channel Communication
- On-Demand Communications
- Personalization
- Print Management
- Template Management
- Video Content
View full list of Customer Communications Management Software
Customer Satisfaction Software
- 360 Degree Feedback
- Analytics
- Call Reporting
- Complaint Monitoring
- Feedback Collection
- Survey Management
Customer Service Software
- Alerts / Escalation
- Appointment Management
- Call Center Management
- Email Management
- Knowledge Base
- Live Chat
- Performance Metrics
- Queue Management
- Self Service Portal
- Social Media Integration
- Surveys & Feedback
- Virtual Assistant
- Workflow Management
Help Desk Software
- Alerts / Escalation
- Automated Routing
- Call Center Management
- Customizable Branding
- Document Storage
- Email Integration
- IT Asset Management
- Interaction Tracking
- Knowledge Base Management
- Macros/Templated Responses
- Multi-Channel Communication
- Network Monitoring
- Real-time Chat
- Remote Access/Control
- Reporting/Analytics
- Self Service Portal
- Service Level Agreement (SLA) Management
- Social Media Integration
- Ticket Management
- Workflow Configuration
Issue Tracking Software
- Assignment Management
- Dashboard
- Escalation Management
- Issue Auditing
- Issue Scheduling
- Knowledge Base Management
- Project Management
- Recurring Issues
- Task Management
HelpDesk Alternatives
More HelpDesk alternatives
HelpDesk Reviews
Read all reviewsOverall rating
Average score
Anna O.
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Overall Rating5 /5
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Ease of Use5 /5
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Features & Functionality5 /5
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Customer Support5 /5
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Value for Money3 /5
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Likelihood to Recommend
- Reviewer Source
- Reviewed on 24/07/2020
"The ideal tool for Support Teams"
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.
- Reviewer Source
- Reviewed on 24/07/2020
Stephen G.
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Overall Rating5 /5
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Ease of Use4 /5
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Features & Functionality3 /5
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Customer Support5 /5
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Value for Money4 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 14/04/2020
"Very Useful to start a Helpdesk experience"
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.
- Reviewer Source
- Reviewed on 14/04/2020
Karolis B.
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Overall Rating3 /5
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Ease of Use4 /5
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Features & Functionality3 /5
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Customer Support5 /5
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Value for Money4 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 07/04/2020
"HelpDesk by LiveChat Review"
Pros: Easy to use, user friendly, easy to instal
Cons: No reports export, No tags reports. Need more reports like live chat has
Vendor Response
by LiveChat on 22/07/2020
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!
- Reviewer Source
- Reviewed on 07/04/2020
Nicholas H.
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Overall Rating4 /5
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Ease of Use5 /5
-
Features & Functionality4 /5
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Customer SupportUnrated
-
Value for MoneyUnrated
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 31/07/2020
"Easy to use!"
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.
- Reviewer Source
- Reviewed on 31/07/2020
Danielle A.
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Overall Rating5 /5
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Ease of Use5 /5
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Features & Functionality5 /5
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Customer Support5 /5
-
Value for Money5 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 08/04/2020
"So easy you can't pass it up!"
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.
- Reviewer Source
- Reviewed on 08/04/2020
