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

HelpDesk 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

Deployment

Cloud, SaaS, Web

Training

Live Online

Documentation

Support

24/7 (Live Rep)

Online

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
Batch Communications
Chat / Messaging
Content Management
Email Distribution
Interactive Content
Multi-Channel Communication
On-Demand Communications
Personalization
Print Management
Template Management
Video Content
360 Degree Feedback
Analytics
Call Reporting
Complaint Monitoring
Feedback Collection
Survey Management
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
Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Assignment Management
Dashboard
Escalation Management
Issue Auditing
Issue Scheduling
Knowledge Base Management
Project Management
Recurring Issues
Task Management

HelpDesk Reviews

Showing 5 of 6 reviews

Overall
4.5/5
Ease of Use
4.7/5
Customer Service
4.7/5
Features
4/5
Value for Money
4.3/5
Thomas V.
CTO
Computer Software, 2-10 Employees
Used the Software for: 1-5 months
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 01/08/2019

"Helpdesk"

Pros: I'm very happy with Helpdesk, it solve our support problems, recommended. Like that they keep me posted when they implement some features I requested / wished through their support.

Cons: For now nothing particular, it's a young product, so limited in features, but they add features week by week.

  • Reviewer Source 
  • Reviewed on 01/08/2019
Stephen G.
I.T. Assistant
Religious Institutions, 13-50 Employees
Used the Software for: 1-5 months
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    3/5
  • Customer Support
    5/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    8/10
  • 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.
Head of Customer service
Gambling & Casinos, 201-500 Employees
Used the Software for: 1-5 months
  • Overall Rating
    3/5
  • Ease of Use
    4/5
  • Features & Functionality
    3/5
  • Customer Support
    5/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    7/10
  • 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

  • Reviewer Source 
  • Reviewed on 07/04/2020
Danielle A.
Non-Profit Manager
Libraries, 2-10 Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • 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
Richard E.
Chief Executive Officer
Retail, 13-50 Employees
Used the Software for: 1-5 months
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 13/01/2020

"Better than the rest!"

Comments: We've used Salesforce Service Cloud, Zendesk, Groove and a slew of others. The team at Helpdesk has built a functionally rich solution that doesn't require a degree to understand how to operate. We're able to manage tickets in a clean and visually minimal environment and get information without needing to execute multiple clicks. Definitely recommend this solution for teams of all sizes.

Pros: 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.

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

  • Reviewer Source 
  • Reviewed on 13/01/2020