HelpDesk Reviews & Product Details

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.

Seller

Text

Discussions

HelpDesk Community

Languages Supported

English

Solution Type

All-in-One

Overview by

Rafal Cebo-Kloc

Pricing

Pricing provided by HelpDesk.

Team

$29.00

Per User Per Month

Business

$50.00

Per User Per Month

View More Pricing Information

Top-Rated Alternatives

Freshdesk

4.4/5(3,989)

Zendesk for Customer Service

4.3/5(7,125)

Zoho Desk

4.4/5(8,096)

View All Alternatives

User Insights

Average based on 34 real user reviews.

Perceived Cost

$$$$$

Typical contract price

$0k - $0k

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Per Month

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HelpDesk Integrations

(11)

Integration information sourced from real user reviews.

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UC

Verified User in Computer Software

Small-Business (50 or fewer emp.)

8/6/2020

"We switched from Zendesk ... and haven't looked back"

5/5

What do you like best about HelpDesk?

We can now manage support messages from our customers in one shared email box. And the canned responses (template messages) is a real time saver. Review collected by and hosted on G2.com.

What do you dislike about HelpDesk?

Nothing really. And they even helped us migrating our Zendesk tickets to HelpDesk. Review collected by and hosted on G2.com.

Validated ReviewerSource: Organic

GL

Guillermo L.

Ingeniero de soporte técnico

Mid-Market (51-1000 emp.)

8/13/2019

"A solid, fast and expensive helpdesk service"

3.5/5

What do you like best about HelpDesk?

What I like about HelpDesk is that it allows you to create teams of service agents that can be assigned different tasks, however, absolutely everything is kept in one place. I can also say that the user experience impressed me, because the page is incredibly fast to load all its features. In addition, you can configure the application so that all tickets arrive first to your email to notify you. Review collected by and hosted on G2.com.

What do you dislike about HelpDesk?

HelpDesk has a high cost per agent, you can only save if you purchase annual plans, since when you select monthly plans they increase considerably. Review collected by and hosted on G2.com.

Recommendations to others considering HelpDesk:

HelpDesk is a service that does not need an expert for configuration, its platform is very stable, its interface is friendly, but it is really expensive. I recommend that you purchase this software with annual plans to save money. Review collected by and hosted on G2.com.

What problems is HelpDesk solving and how is that benefiting you?

In the organization where I work it was necessary to implement a platform that would allow us access and visibility to meet customer requirements. HelpDesk has helped us automate common responses and that we focus on really urgent tickets to improve our efficiency. Review collected by and hosted on G2.com.

Current UserValidated ReviewerIncentivizedSource: G2 invite

TL

Tammy L.

Manager

Small-Business (50 or fewer emp.)

11/19/2019

"Simple and easy to use Helpdesk system"

4.5/5

What do you like best about HelpDesk?

This Helpdesk system is very easy to use. User interface is very intuitive. Conversation history is embedded in the ticket detail make it easier to keep track. Review collected by and hosted on G2.com.

What do you dislike about HelpDesk?

Doesn't show tags on the ticket listing page. Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite

GM

Verified User in Marketing and Advertising

Mid-Market (51-1000 emp.)

8/10/2019

"Better Communication Solution"

5/5

What do you like best about HelpDesk?

HelpDesk is one of the most amazing software I have used in our company. I like the HelpDesk so much because it offers the following quality customer support, easy to set up and use, provides good case management, and also has very beautiful features. Review collected by and hosted on G2.com.

What do you dislike about HelpDesk?

Although I have been using this beautiful software, so far the only thing that should be improved is the functionality. Something needs to be done to make it more user-friendly. Review collected by and hosted on G2.com.

Recommendations to others considering HelpDesk:

HelpDesk is a great tool for offering quality services to your customers. Many thanks to the team that built the software. Review collected by and hosted on G2.com.

What problems is HelpDesk solving and how is that benefiting you?

It has helped our company in reaching out to many of our customers effectively through social monitoring. We have been able to attend to all our customers through the support of the HelpDesk. Review collected by and hosted on G2.com.