--- title: HelpDesk Reviews meta\_title: 'HelpDesk Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 34 reviews by the users' company size, role or industry to find out how HelpDesk works for a business like yours. aggregate\_rating: rating\_value: 4.6 review\_count: 34 scale: '5' date\_modified: '2026-08-09' parent\_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- ### HelpDesk Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users appreciate HelpDesk's **completeness and versatility** , enjoying efficient support with easy integration and collaboration tools. [(3 mentions)](https://www.g2.com/products/helpdesk/reviews?filters%5Bsentiment_snippet%5D=2228849&qs=pros-and-cons#reviews) Users find HelpDesk to be **easy to use** , allowing efficient management of customer interactions and team collaboration. [(2 mentions)](https://www.g2.com/products/helpdesk/reviews?filters%5Bsentiment_snippet%5D=1185282&qs=pros-and-cons#reviews) Users value the **customizability** of HelpDesk, enhancing user experience with a versatile and efficient design. [(1 mentions)](https://www.g2.com/products/helpdesk/reviews?filters%5Bsentiment_snippet%5D=2228867&qs=pros-and-cons#reviews) Users value the **customization** options in HelpDesk, enhancing both versatility and overall user experience. [(1 mentions)](https://www.g2.com/products/helpdesk/reviews?filters%5Bsentiment_snippet%5D=2228877&qs=pros-and-cons#reviews) Users appreciate HelpDesk's **easy communication** features, enhancing collaboration and streamlining customer interaction management. [(1 mentions)](https://www.g2.com/products/helpdesk/reviews?filters%5Bsentiment_snippet%5D=2271852&qs=pros-and-cons#reviews) Users struggle with **inadequate filtering** , finding the search functionality limited and lacking advanced options for better results. [(1 mentions)](https://www.g2.com/products/helpdesk/reviews?filters%5Bsentiment_snippet%5D=2271860&qs=pros-and-cons#reviews) Users find the **limited search features** of HelpDesk hinder their ability to find relevant information efficiently. [(1 mentions)](https://www.g2.com/products/helpdesk/reviews?filters%5Bsentiment_snippet%5D=1185232&qs=pros-and-cons#reviews) Users find the **limited integrations** with tools like Slack and Firebase inconvenient, hindering a seamless workflow. [(1 mentions)](https://www.g2.com/products/helpdesk/reviews?filters%5Bsentiment_snippet%5D=2271917&qs=pros-and-cons#reviews) Users face **technical issues** with server connections, impacting login ability and overall efficiency with HelpDesk. [(1 mentions)](https://www.g2.com/products/helpdesk/reviews?filters%5Bsentiment_snippet%5D=2271928&qs=pros-and-cons#reviews) Users often face **time delays** due to lags and frequent updates, which can hinder efficiency and satisfaction. [(1 mentions)](https://www.g2.com/products/helpdesk/reviews?filters%5Bsentiment_snippet%5D=2228883&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of HelpDesk ##### 1. Features Users appreciate HelpDesk's **completeness and versatility** , enjoying efficient support with easy integration and collaboration tools. [ See 3 mentions ](https://www.g2.com/products/helpdesk/reviews?filters%5Bsentiment_snippet%5D=2228849&qs=pros-and-cons#reviews) See Related User Reviews PB Paul B. Small-Business (50 or fewer emp.) 5.0/5 "Best support tool ever!" What do you like about HelpDesk? It is its completeness! All the tools you need to achieve a superlative support job, great integration with LiveChat. ![Melissa H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Melissa H.") MH Melissa H. Small-Business (50 or fewer emp.) 4.0/5 "Effective Customer Communication, Needs Integration" What do you like about HelpDesk? I appreciate HelpDesk's ability to connect customer tickets to different scenarios, making it easier to manage interactions. The feature allowing us t ##### 2. Ease of Use Users find HelpDesk to be **easy to use** , allowing efficient management of customer interactions and team collaboration. [ See 2 mentions ](https://www.g2.com/products/helpdesk/reviews?filters%5Bsentiment_snippet%5D=1185282&qs=pros-and-cons#reviews) See Related User Reviews ![Melissa H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Melissa H.") MH Melissa H. Small-Business (50 or fewer emp.) 4.0/5 "Effective Customer Communication, Needs Integration" What do you like about HelpDesk? I appreciate HelpDesk's ability to connect customer tickets to different scenarios, making it easier to manage interactions. The feature allowing us t ![Cid M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Cid M.") CM Cid M. Small-Business (50 or fewer emp.) 5.0/5 "All-in-One Support Hub" What do you like about HelpDesk? The platform's versatility, ability to be customized, and user-friendliness are definitely its strengths. I definitely like the design, although it's ##### 3. Customizability Users value the **customizability** of HelpDesk, enhancing user experience with a versatile and efficient design. [ See 1 mentions ](https://www.g2.com/products/helpdesk/reviews?filters%5Bsentiment_snippet%5D=2228867&qs=pros-and-cons#reviews) See Related User Reviews ![Cid M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Cid M.") CM Cid M. Small-Business (50 or fewer emp.) 5.0/5 "All-in-One Support Hub" What do you like about HelpDesk? The platform's versatility, ability to be customized, and user-friendliness are definitely its strengths. I definitely like the design, although it's ##### 4. Customization Users value the **customization** options in HelpDesk, enhancing both versatility and overall user experience. [ See 1 mentions ](https://www.g2.com/products/helpdesk/reviews?filters%5Bsentiment_snippet%5D=2228877&qs=pros-and-cons#reviews) See Related User Reviews ![Cid M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Cid M.") CM Cid M. Small-Business (50 or fewer emp.) 5.0/5 "All-in-One Support Hub" What do you like about HelpDesk? The platform's versatility, ability to be customized, and user-friendliness are definitely its strengths. I definitely like the design, although it's ##### 5. Easy Communication Users appreciate HelpDesk's **easy communication** features, enhancing collaboration and streamlining customer interaction management. [ See 1 mentions ](https://www.g2.com/products/helpdesk/reviews?filters%5Bsentiment_snippet%5D=2271852&qs=pros-and-cons#reviews) See Related User Reviews ![Melissa H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Melissa H.") MH Melissa H. Small-Business (50 or fewer emp.) 4.0/5 "Effective Customer Communication, Needs Integration" What do you like about HelpDesk? I appreciate HelpDesk's ability to connect customer tickets to different scenarios, making it easier to manage interactions. The feature allowing us t ### 5 Cons or Disadvantages of HelpDesk ##### 1. Inadequate Filtering Users struggle with **inadequate filtering** , finding the search functionality limited and lacking advanced options for better results. [ See 1 mentions ](https://www.g2.com/products/helpdesk/reviews?filters%5Bsentiment_snippet%5D=2271860&qs=pros-and-cons#reviews) See Related User Reviews PB Paul B. Small-Business (50 or fewer emp.) 5.0/5 "Best support tool ever!" What do you dislike about HelpDesk? The lack of a powerful search engine with exact search and conditional filters on tags, missing of AND or OR, which makes searches not that powerful h ##### 2. Limited Features Users find the **limited search features** of HelpDesk hinder their ability to find relevant information efficiently. [ See 1 mentions ](https://www.g2.com/products/helpdesk/reviews?filters%5Bsentiment_snippet%5D=1185232&qs=pros-and-cons#reviews) See Related User Reviews PB Paul B. Small-Business (50 or fewer emp.) 5.0/5 "Best support tool ever!" What do you dislike about HelpDesk? The lack of a powerful search engine with exact search and conditional filters on tags, missing of AND or OR, which makes searches not that powerful h ##### 3. Limited Integrations Users find the **limited integrations** with tools like Slack and Firebase inconvenient, hindering a seamless workflow. [ See 1 mentions ](https://www.g2.com/products/helpdesk/reviews?filters%5Bsentiment_snippet%5D=2271917&qs=pros-and-cons#reviews) See Related User Reviews ![Melissa H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Melissa H.") MH Melissa H. Small-Business (50 or fewer emp.) 4.0/5 "Effective Customer Communication, Needs Integration" What do you dislike about HelpDesk? I encounter some instances where the server struggles to connect, affecting my ability to log in to the website effectively. I believe it would be ben ##### 4. Technical Issues Users face **technical issues** with server connections, impacting login ability and overall efficiency with HelpDesk. [ See 1 mentions ](https://www.g2.com/products/helpdesk/reviews?filters%5Bsentiment_snippet%5D=2271928&qs=pros-and-cons#reviews) See Related User Reviews ![Melissa H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Melissa H.") MH Melissa H. Small-Business (50 or fewer emp.) 4.0/5 "Effective Customer Communication, Needs Integration" What do you dislike about HelpDesk? I encounter some instances where the server struggles to connect, affecting my ability to log in to the website effectively. I believe it would be ben ##### 5. Time Delays Users often face **time delays** due to lags and frequent updates, which can hinder efficiency and satisfaction. [ See 1 mentions ](https://www.g2.com/products/helpdesk/reviews?filters%5Bsentiment_snippet%5D=2228883&qs=pros-and-cons#reviews) See Related User Reviews ![Cid M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Cid M.") CM Cid M. Small-Business (50 or fewer emp.) 5.0/5 "All-in-One Support Hub" What do you dislike about HelpDesk? As with any cloud-based CRM, occasional lags and constant updates can be frustrating, ## Top-Rated Alternatives [ ![Freshdesk](https://images.g2crowd.com/uploads/product/hd_favicon/700ca107b848b083e9b0659a98efb160/freshdesk.svg "Freshdesk") Freshdesk 4.4/5(3,758) ](https://www.g2.com/products/freshdesk/reviews) [ ![Zoho Desk](https://images.g2crowd.com/uploads/product/hd_favicon/a802fffb70d9aa2eac634f166fa8b824/zoho-desk.svg "Zoho Desk") Zoho Desk 4.4/5(7,834) ](https://www.g2.com/products/zoho-desk/reviews) [ ![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service") Zendesk for Customer Service 4.3/5(7,019) ](https://www.g2.com/products/zendesk-for-customer-service/reviews) [ View All Alternatives ](https://www.g2.com/products/helpdesk/competitors/alternatives) ![Verified User in Telecommunications](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Telecommunications") UT Verified User in Telecommunications Mid-Market (51-1000 emp.) 12/28/2021 "Useful Application" 4.5/5 What do you like best about HelpDesk? Effective to work on customer support queries. Review collected by and hosted on G2.com. What do you dislike about HelpDesk? Sometimes export tickets do not work and do not receive notifications instantly. Review collected by and hosted on G2.com. What problems is HelpDesk solving and how is that benefiting you? Do not receive notifications instantly which is one of the cons of it. Easy tool to work with. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Higher Education](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Higher Education") UH Verified User in Higher Education Small-Business (50 or fewer emp.) 8/17/2021 "Not Terrible, However nothing special" 3/5 What do you like best about HelpDesk? Able to filter on only my open and active tickets. Review collected by and hosted on G2.com. What do you dislike about HelpDesk? The dashboard is messy, hard to navigate between the different analytics without getting confused Review collected by and hosted on G2.com. Recommendations to others considering HelpDesk: Good to try out, I would definitely try others before moving on as integration is not easy with Jira etc. Review collected by and hosted on G2.com. What problems is HelpDesk solving and how is that benefiting you? When there are internal user problems with IT related issues/networking/ others, we use it to triage tickets and track issues Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite RM Rafał M. CEO Small-Business (50 or fewer emp.) 7/26/2020 "A solid helpdesk tool" 5/5 What do you like best about HelpDesk? Simple yet very powerful helpdesk tool which helps to manage all the customers' requests in one place. It's very easy to integrate it with Gmail, Yahoo! Mail, Outlook and Office 365. It was very easy to set it with Gmail. It integrates with different tools using Zapier integration. Review collected by and hosted on G2.com. What do you dislike about HelpDesk? I don't see any downsides. Everything works as it should. Review collected by and hosted on G2.com. What problems is HelpDesk solving and how is that benefiting you? It helped me put all the customers' requests into a single place. Getting emails from customers and managing them in via email was a pain. Some emails were forgotten or not answered. Thanks to HelpDesk I can set the priorities and never lose any customer feedback. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Katarzyna K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Katarzyna K.") KK Katarzyna K. Small-Business (50 or fewer emp.) 10/1/2020 "Very helpful ticketing system that improved our email communication and customer service" 5/5 What do you like best about HelpDesk? My favorite features are automation options. They helped us to solve some of the customers' requests automatically, so that our consultants can focus on more challenging problems and issues that need our real involvement. I also appreciate its' inbox, which is well organized and designed in the way everybody know what to do. It helped us to better organize our work within the team and improved our response rate for common support questions. Review collected by and hosted on G2.com. What do you dislike about HelpDesk? Well, at the moment all works really good and I don't see any fields for improvement. Review collected by and hosted on G2.com. What problems is HelpDesk solving and how is that benefiting you? We managed to better organize the workflow, improved our customer service, especially via email channel. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Anushka P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Anushka P.") AP Anushka P. Social Media Executive Small-Business (50 or fewer emp.) 8/30/2020 "Efficient solution for customer support" 5/5 What do you like best about HelpDesk? When it comes to ticket management and building a better customer bond, HelpDesk is one tool that will be on the top of my recommendation list. All the results are present in one place that makes it easy for me to take a look and enhance my performance. Everything is so detailed and simple. Review collected by and hosted on G2.com. What do you dislike about HelpDesk? I don’t have such a problem with this application, my work is going on smoothly without any hassle as such. Review collected by and hosted on G2.com. What problems is HelpDesk solving and how is that benefiting you? When it comes to ticket management and building a better customer bond halpdesh has heloed us a lot, it's very detailed and simple to use Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Mariano M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Mariano M.") MM Mariano M. Head of Growth Small-Business (50 or fewer emp.) 8/3/2020 "A huge help for our support" 5/5 What do you like best about HelpDesk? In our opinion, HelpDesk is easy to use and intuitive. Our agents had no problem with mastering the features, which is a plus. The whole implementation and data migration are super fast. We have speeded up time-consuming tasks with automated workflows. Support team appreciates that frequently asked questions can be solved in a few seconds with canned responses. It's good to add HelpDesk to your tool list. Review collected by and hosted on G2.com. What do you dislike about HelpDesk? Nothing so far, I believe they will keep me updated as usual if the implement some new features. Review collected by and hosted on G2.com. Recommendations to others considering HelpDesk: It is a solution for a small business to keep up with their customer support. Quite affordable Review collected by and hosted on G2.com. What problems is HelpDesk solving and how is that benefiting you? data migration, automated workflows, organized Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Yamini N.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Yamini N.") YN Yamini N. Small-Business (50 or fewer emp.) 8/20/2020 "Great Software for small business" 5/5 What do you like best about HelpDesk? There are several reasons why we chose HelpDesk. It's easy to implement and use. Everyone can understand this tool, regardless of their experience. It's clear, and you can handle multiple tickets at once without any frustration. On top of that, HelpDesk is regularly updated with new features that impress with their usability. Review collected by and hosted on G2.com. What do you dislike about HelpDesk? I have no doubts about HelpDesk. It's a great tool and ensures good customer service. Review collected by and hosted on G2.com. Recommendations to others considering HelpDesk: Definitely Recommended! Try Helpdesk for your small business. Review collected by and hosted on G2.com. What problems is HelpDesk solving and how is that benefiting you? Handling multiple tickets at once which was much needed. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Mahinour S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Mahinour S.") MS Mahinour S. Outbound & Sales Automation Manager Small-Business (50 or fewer emp.) 8/6/2020 "So far the best ticketing tool for our IT support team." 5/5 What do you like best about HelpDesk? Thanks to HelpDesk, we organized our work in the team and streamlined ticketing processes. We don't need any additional software to solve customer requests quickly and effectively. Review collected by and hosted on G2.com. What do you dislike about HelpDesk? We have no comment on this part. Features work well and the product handles all requests correctly. Review collected by and hosted on G2.com. What problems is HelpDesk solving and how is that benefiting you? We were looking to organize and automate the ticketing process and manage the issues our team receive and helpdesk helped the team to better align and do the job right Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Verified User in Marketing and Advertising](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Marketing and Advertising") AM Verified User in Marketing and Advertising Small-Business (50 or fewer emp.) 9/9/2020 "Changing the way we provide service" 5/5 What do you like best about HelpDesk? We love how easy and smooth it is to handle tickets and build customer relationships with HelpDesk. The ability to track customer service activities has been a great help. Review collected by and hosted on G2.com. What do you dislike about HelpDesk? I have no comments on any flaws in HelpDesk. Everything has been smooth so far. Review collected by and hosted on G2.com. Recommendations to others considering HelpDesk: Those who wish to handle all tickets and customer service processes in an easy and smooth way should definitely consider HelpDesk. We wish we had started with HelpDesk even earlier! Review collected by and hosted on G2.com. What problems is HelpDesk solving and how is that benefiting you? We have been able to provide service much quicker and easier. Our team loves how simple the platform is to use. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Razvan G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Razvan G.") RG Razvan G. Founder & CEO Small-Business (50 or fewer emp.) 7/24/2020 "Very modern customer support software" 5/5 What do you like best about HelpDesk? I love Helpdesk because it has so many features that I need for the entire customer support tasks. You don't need any other software. Review collected by and hosted on G2.com. What do you dislike about HelpDesk? Nothing to complain, everything is executed perfectly. Review collected by and hosted on G2.com. What problems is HelpDesk solving and how is that benefiting you? Responding to customers in time, managing the customer tickets. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ##### Categories on G2 [Customer Self-Service](https://www.g2.com/categories/customer-self-service)[Help Desk](https://www.g2.com/categories/help-desk)[Customer Communications Management](https://www.g2.com/categories/customer-communications-management) [Customer Self-Service](https://www.g2.com/categories/customer-self-service)[Help Desk](https://www.g2.com/categories/help-desk)[Customer Communications Management](https://www.g2.com/categories/customer-communications-management)[Complaint Management](https://www.g2.com/categories/complaint-management)[Contact Center Knowledge Base](https://www.g2.com/categories/contact-center-knowledge-base) [Show MoreShow Less](javascript:void(0);) ##### Explore More [Best desktop expense management software](https://www.g2.com/discussions/best-desktop-expense-management-software)[What ecommerce platform holds up under traffic spikes during peak sale periods without checkout slowing down or breaking?](https://www.g2.com/discussions/which-ecommerce-platform-holds-up-under-traffic-spikes-during-peak-sale-periods-without-checkout-slowing-down-or-breaking)[What are the top health care credentialing tools with proven customer success metrics and strong user adoption?](https://www.g2.com/discussions/what-are-the-top-health-care-credentialing-tools-with-proven-customer-success-metrics-and-strong-user-adoption) [Which content curation platforms handle platform-specific features like hashtag aggregation reliably at scale?](https://www.g2.com/discussions/which-content-curation-platforms-handle-platform-specific-features-like-hashtag-aggregation-reliably-at-scale)[Which revenue management platforms are best suited for concert halls and performing arts venues?](https://www.g2.com/discussions/which-revenue-management-platforms-are-best-suited-for-concert-halls-and-performing-arts-venues)[Pros and Cons Details](https://www.g2.com/products/helpdesk/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)