HelpDesk.com is the ticketing capability inside Text.com, the customer service platform. Support teams use it to manage tickets from email, live chat, Messenger, and SMS in one queue, with automation and AI handling the repetitive work.
Teams receive customer messages across channels, assign them to the right agent or team, track progress against SLAs, and close cases inside a shared inbox. A conversation that starts on Messenger and continues over email stays a single thread, so agents work from full context rather than fragmented records. HelpDesk.com is used by small businesses, mid-market teams, and enterprises across ecommerce, SaaS, IT, HR, travel, and property management.
HelpDesk.com integrates with LiveChat, ChatBot.com, Shopify, Salesforce, HubSpot, WordPress, and Webflow through Workflows in the Playbook. Webhooks and an open API extend connectivity to any other tool in a customer's stack. Free migration from other ticketing systems is available, with the vendor covering costs where possible.
Key features:
AI Agent resolves up to 73% of routine questions in chat before they become a ticket, then hands off to a human with full context.
Reply suggestions, ticket summaries, and text enhancements help agents draft accurate responses, understand ticket status at a glance, and adjust tone for the customer.
Language detection and tag suggestions automatically route tickets to the right agent and keep queues organized.
Workflows and automation rules handle routing, SLA escalation, follow-ups, and repetitive tasks without code.
Collaboration tools including private notes, collision detection, shared views, custom fields, and role-based permissions support teams from a handful of agents to large multi-region operations.
Reporting covers response times, resolution rates, and agent workload. Teams handle up to 60% quicker response time with automation and AI. The platform is browser-based with desktop apps for Mac and Windows.
HelpDesk.com is SOC 2, GDPR, and PCI DSS (SAQ A) compliant, with encryption, secure connections, role-based access, anti-spam protection, and audit logs. Customer support is available 24/7/365.
Average Rating: 4.6/5.0
Total Reviews: 34
How Do G2 Users Rate HelpDesk?
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Has the product been a good partner in doing business?: 9.2/10 (Category avg: 9.1/10)
Who Is the Company Behind HelpDesk?
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Seller: Text
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Year Founded: 2002
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HQ Location: Boston, MA, USA
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Twitter: @text_hq
150 Twitter followers
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LinkedIn® Page: www.linkedin.com
384 employees on LinkedIn®
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Ownership: WSE: TXT
Who Uses This Product?
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Top Industries: Computer Software, Marketing and Advertising
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Company Size: 59% Small, 35% Medium
What Do G2 Reviewers Say About HelpDesk?
AI-generated summary from verified user reviews
Pros
- Users value the comprehensive toolset of HelpDesk, which enhances support efficiency and team collaboration significantly.
- Users appreciate the ease of use of HelpDesk, which enhances collaboration and streamlines customer interaction management.
- Users value the customizability of HelpDesk, enhancing their workflow with a versatile and engaging design.
- Users appreciate the customizability of HelpDesk, enhancing their experience and making work more efficient.
- Users commend HelpDesk for its easy communication, enhancing collaboration and management of customer interactions seamlessly.
Cons
- Users find the inadequate filtering limits effective searches, making it hard to locate desired information quickly.
- Users find the limited search features of HelpDesk frustrating, hindering their ability to find information efficiently.
- Users find the limited integrations with tools like Slack and Firebase inconvenient, hampering a seamless experience.
- Users report encountering technical issues with server connectivity that hinder effective access to HelpDesk functionalities.
- Users experience time delays with HelpDesk due to occasional lags and frequent updates, impacting their efficiency.
What Are G2 Users Discussing About HelpDesk?
