1. [Home](https://www.g2.com/) 2. ... 3. [Help Desk Software](https://www.g2.com/categories/help-desk) 4. [HelpDesk Discussions](https://www.g2.com/products/helpdesk/discuss) [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_331e9ad35a340174387e97f46c77b3df/helpdesk.png "Product Avatar Image") ](/products/helpdesk/reviews) [ HelpDesk ](/products/helpdesk/reviews) (34)4.6/5 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. Show More * * * ### 73.0 Nps Score Already have HelpDesk? ### All HelpDesk Discussions Search Most CommentedMost HelpfulPinned by G2Newest All DiscussionsDiscussions with CommentsPinned by G2Discussions without Comments FilterFilter Filter byExpand/Collapse Sort by Most Commented Most Helpful Pinned by G2 Newest Filter by All Discussions Discussions with Comments Pinned by G2 Discussions without Comments ![Pinned by G2 as a common question](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pinned by G2 as a common question") G2 Pinned by G2 as a common question • over 3 years ago More Options - [ # What are the benefits of help desk software? ](/discussions/helpdesk-what-are-the-benefits-of-help-desk-software) What are the benefits of help desk software? [ help desk software ](https://www.g2.com/tags/help-desk-software) * * * \<0\>0\>Upvotes * * * 0 Comments [![linkedin](/assets/social-logos/linkedin-afe65e46604a5bd5105ab9c856116204040b6b3f2b2d42562fc8071ca0c48ca0.svg "linkedin")](https://www.linkedin.com/shareArticle?mini=true&summary=Ask+HelpDesk+questions+and+get+answers+from+expert+users+in+our+HelpDesk+Discussions+section.&title=HelpDesk+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fhelpdesk%2Fdiscuss) [![twitter](/assets/social-logos/twitter-61aaec80434c71387b8f7326e480592eae71c0a65afd051d66fce9b75a9bf417.svg "twitter")](https://twitter.com/intent/tweet?text=HelpDesk+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fhelpdesk%2Fdiscuss&via=G2dotcom) [![facebook](/assets/social-logos/facebook-350d0b410d6b10debcf893050e803a8633d53561aa42807b087b8daf9be3668f.svg "facebook")](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fhelpdesk%2Fdiscuss) [![gmail](/assets/social-logos/gmail-6db42f21e7c254fae201b112bef0dd15d25223a5cbb32691ce80eab43761eadf.svg "gmail")](https://mail.google.com/mail/?view=cm&fs=1&tf=1&to=&su=HelpDesk+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fhelpdesk%2Fdiscuss%0aAsk+HelpDesk+questions+and+get+answers+from+expert+users+in+our+HelpDesk+Discussions+section.) 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Answer a few questions to help the HelpDesk community [ Yes ](javascript:void(0))[ Yes ](https://www.g2.com/authorize?form=signup&return_to=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fhelpdesk%2Fdiscuss%3Fsmall_ask%3Dhelpdesk) No