# HelpDesk Reviews **Vendor:** Text **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.6/5.0 **Total Reviews:** 34 ## About HelpDesk HelpDesk is a ticketing solution that simplifies interactions between agents and customers, transforming each customer interaction into a chance to provide exceptional service. Featuring advanced tools like AI-driven assistance, tagging, private notes, and canned responses, HelpDesk streamlines workflows and guarantees fast, accurate responses, significantly saving time. It excels at managing email and mail overload with intelligent filtering and prioritization. HelpDesk ensures the highest standards of confidentiality and integrity for all interactions. Known for its cost-effectiveness, HelpDesk is an essential tool for businesses of any size, empowering agents to deliver outstanding customer service. ## HelpDesk Pros & Cons **What users like:** - Users appreciate HelpDesk's **comprehensive toolset** , enabling efficient support and seamless communication for enhanced collaboration. (3 reviews) - Users appreciate the **ease of use** of HelpDesk, making ticket management and team collaboration straightforward and efficient. (2 reviews) - Users value the **customizability** of HelpDesk, enhancing efficiency and making the platform engaging and user-friendly. (1 reviews) - Users value the **customization options** of HelpDesk, enhancing usability and making the platform more engaging. (1 reviews) - Users appreciate the **easy communication** features of HelpDesk, enhancing collaboration and streamlining customer interactions. (1 reviews) - Users appreciate the **efficiency** of HelpDesk, benefiting from a user-friendly design and all tools integrated in one place. (1 reviews) - Integrations (1 reviews) - Users appreciate HelpDesk for its **simple and easy-to-use interface** , enhancing ticket management and team collaboration effortlessly. (1 reviews) - Team Collaboration (1 reviews) **What users dislike:** - Users find the **inadequate filtering** limits search capabilities, making it difficult to locate specific information efficiently. (1 reviews) - Users highlight the **limited search features** of HelpDesk, noting the lack of powerful filters and search options. (1 reviews) - Users find the **limited integrations** with tools like Slack and Firebase inconvenient, affecting workflow efficiency. (1 reviews) - Users experience **technical issues** with server connectivity and lack of integration, complicating their workflow on HelpDesk. (1 reviews) - Users often face **time delays** due to lags and frequent updates, leading to frustration in their experience. (1 reviews) - Users find the **frequent updates and lags** in HelpDesk to be frustrating and disruptive to their workflow. (1 reviews) ## HelpDesk Reviews ### 1. Effective Customer Communication, Needs Integration **Rating:** 4.0/5.0 stars **Reviewed by:** Melissa H. | Customer Service Representative, Small-Business (50 or fewer emp.) **Reviewed Date:** September 03, 2025 **What do you like best about HelpDesk?** I appreciate HelpDesk's ability to connect customer tickets to different scenarios, making it easier to manage interactions. The feature allowing us to link multiple emails to a single ticket helps streamline the communication and provide better service. I also like how easy it is to tag and communicate with other team members directly within tickets, enhancing collaboration without additional email threads. Overall, HelpDesk provides a straightforward and easy-to-use experience, and I plan to continue using it. **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 beneficial if there was more communication from HelpDesk, such as an email notification, when the server is having issues. This would be very helpful for individuals who rely on HelpDesk for their work. Additionally, I find the lack of direct integration with other tools like Slack and Firebase inconvenient because I have to open multiple windows instead of having a seamless experience. **What problems is HelpDesk solving and how is that benefiting you?** I use HelpDesk to link different email addresses to a single ticket, aiding in effective customer communication. It allows team collaboration on tickets without separate email threads, improving response efficiency and providing multiple insights. ### 2. Best support tool ever! **Rating:** 5.0/5.0 stars **Reviewed by:** Paul B. | Customer Experience Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** September 30, 2025 **What do you like best about HelpDesk?** It is its completeness! All the tools you need to achieve a superlative support job, great integration with LiveChat. **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 has they can be. **What problems is HelpDesk solving and how is that benefiting you?** Serving our Me And My Golf Members, offering the best support possible, allowing to keep a powerful archive and history of what done. ### 3. All-in-One Support Hub **Rating:** 5.0/5.0 stars **Reviewed by:** Cid M. | Sales Manager, Outsourcing/Offshoring, Small-Business (50 or fewer emp.) **Reviewed Date:** July 31, 2025 **What do you like best 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 a tool to work with, the design makes it less boring, as if it were a regular website. Having all tools in one place makes work efficient, **What do you dislike about HelpDesk?** As with any cloud-based CRM, occasional lags and constant updates can be frustrating, **What problems is HelpDesk solving and how is that benefiting you?** Having all tools available in one place is the biggest advantage and solution, helping ease the load on the computer/laptop and the network, with multiple agents in a call center environment is crucial. ### 4. The best HelpDesk for small business website owners. **Rating:** 5.0/5.0 stars **Reviewed by:** Prashant L. | software developer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 24, 2024 **What do you like best about HelpDesk?** HelpDesk is simple to use and inexpensive when compared to other options. It was simple for me to use our current HelpDesk email account and give my agents a means to track their tickets. My agents can easily understand the software, and it's excellent that they can access it onine from anywhere. **What do you dislike about HelpDesk?** I would like to see an omnichannel option so that we may answer to customers in the medium via which they first contacted us rather than always redirecting to our support email. **What problems is HelpDesk solving and how is that benefiting you?** Overall, Helpdesk has been a terrific resource for me once I began using a ticket system. Prior to using Helpdesk, it was difficult for my team to keep track of which problems were reslolved and who was responsible for them, however, now my agents always know what they are responsible for and can see each ticket through to completion. ### 5. Quick helpful insights! **Rating:** 3.5/5.0 stars **Reviewed by:** anupama k. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 03, 2023 **What do you like best about HelpDesk?** What I like the most about Helpdesk is its interface. Its very interactive and engaging. User interface and experience also seems quite decent with the necessary features. **What do you dislike about HelpDesk?** I think what I like least about Helpdesk is its pricing and possibly its customer support at times. There have been times where the response time and SLA have not been complte met, but this is not very frequent. **What problems is HelpDesk solving and how is that benefiting you?** Helpdesk used to help me solve business problems like priorization, work allocation, ticket tracking, and SLA trackng. It gave some basic reports which were useful to share with business heads too. ### 6. Helpdesk **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Staffing and Recruiting | Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2023 **What do you like best about HelpDesk?** Helps in connecting people for resolving their problems **What do you dislike about HelpDesk?** Not getting any reward from Helpdesk while i am using it since last 2year **What problems is HelpDesk solving and how is that benefiting you?** All employees internal and external raising tickets for permissions and issue with applications they are facing on daily basis ### 7. Easy to use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Networking | Small-Business (50 or fewer emp.) **Reviewed Date:** April 25, 2023 **What do you like best about HelpDesk?** User interface was very good. It's very to use for beginners **What do you dislike about HelpDesk?** Nothing just some time it's work slow etc **What problems is HelpDesk solving and how is that benefiting you?** Like any issues there we connect to them. They gave us better solution ### 8. Best Investment! **Rating:** 5.0/5.0 stars **Reviewed by:** Jefferson P. | Solutions Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** June 16, 2022 **What do you like best about HelpDesk?** How easy and streamlined it is to seek assistance. It definitely changed the definition of how we collaborate across the organization. Couldn't ask for more. This is indeed awesome! **What do you dislike about HelpDesk?** I am not sure if it has many competitors out there. But I couldn't say anything that I dislike since in a perfect world, it hits al those functionalities that are awesome. **Recommendations to others considering HelpDesk:** Just make sure that you get training from your acount's dedicated Customer Success Manager and while it is intuitive, make sure that it would help your company to solve some business cases. **What problems is HelpDesk solving and how is that benefiting you?** Well to automate the process of being able to seek some assistance which saves sometime and makes sure that you get assistance from the correct contact person. ### 9. Get help and keep track of who is being helped **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Building Materials | Mid-Market (51-1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about HelpDesk?** The ability to follow up and track requests **What do you dislike about HelpDesk?** When there are multiple back & forth emails on a request, the threads are clunky. **What problems is HelpDesk solving and how is that benefiting you?** HelpDesk helps with managing the ongoing and never-ending requests from multiple people. IT managers can assign requests and track customer satisfaction. ### 10. Central place to manage all tickets related to queries and issues faced in an organisation. **Rating:** 4.5/5.0 stars **Reviewed by:** Yuvraj G. | APM, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** August 24, 2022 **What do you like best about HelpDesk?** Helps manage bugs and issues with tech team. **What do you dislike about HelpDesk?** Could be more interactive and UI friendly. **What problems is HelpDesk solving and how is that benefiting you?** Ticket management for all issues in my organisation. ### 11. GREAT software to organize articles and guides **Rating:** 5.0/5.0 stars **Reviewed by:** Josmary C. | Customer Success Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2022 **What do you like best about HelpDesk?** I like the search engine function and the UX design that is very user friendly **What do you dislike about HelpDesk?** Sometimes, the featured articles on the right side of the screen are not related to the one I'm currently on. **What problems is HelpDesk solving and how is that benefiting you?** Help Desk is really helpful in order to organize articles and guides for our customers and even for employees ### 12. HelpDesk is a great software. **Rating:** 5.0/5.0 stars **Reviewed by:** Briangely Q. | Customer service representative, Mid-Market (51-1000 emp.) **Reviewed Date:** June 14, 2022 **What do you like best about HelpDesk?** That I can get assistance from the IT department very fast your because of this software. **What do you dislike about HelpDesk?** At the moment I live everything, there are no bad reviews from now. **Recommendations to others considering HelpDesk:** N/A **What problems is HelpDesk solving and how is that benefiting you?** I don't have to go to the department that helps me, only by using HelpDesk I can get assistance right away. ### 13. Helpdesk review **Rating:** 5.0/5.0 stars **Reviewed by:** Rashik M. | Information Technology Infrastructure Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** June 08, 2022 **What do you like best about HelpDesk?** -Easy to use ticketing sytem -Free trial for 14 days gives rnought time to look into all features - web based application , so can use it anywhere **What do you dislike about HelpDesk?** the graphical interface of the application can be made better. **What problems is HelpDesk solving and how is that benefiting you?** Day to day Task created on ticketing system Easy to monitor task and keep records for future ### 14. Perfect client ticketing system **Rating:** 5.0/5.0 stars **Reviewed by:** Steve M. | Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** June 10, 2022 **What do you like best about HelpDesk?** I am able to allocate support admins specific tickets to be handled by them in the departments **What do you dislike about HelpDesk?** Help Desk is a very good platform, all the features work well **What problems is HelpDesk solving and how is that benefiting you?** Managing client communication is easy and makes support work easy and efficient ### 15. Simple ticketing system for unifying our small team **Rating:** 3.5/5.0 stars **Reviewed by:** Keegan M. | Instructional Technology Coordinatior, Small-Business (50 or fewer emp.) **Reviewed Date:** January 04, 2022 **What do you like best about HelpDesk?** The most helpful features are the organizational tools, such as flagging tickets based on priority, dept etc... Tickets can also be assigned to individual users regardless of group and team. **What do you dislike about HelpDesk?** This system takes over our standard email inbox and occasionally makes replying to standard emails more complicated than it could be. This can be amended by replying to standard emails via a client such as Outlook. **Recommendations to others considering HelpDesk:** Evaluate other ticketing systems to determine which will work best for your neds. **What problems is HelpDesk solving and how is that benefiting you?** Organizing and tracking customer service-oriented support across internal and external clients. We use this software on a daily basis to track to majority of our support requests across our small team. ### 16. It has been very easy to use with all the filters **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Online Media | Small-Business (50 or fewer emp.) **Reviewed Date:** June 17, 2022 **What do you like best about HelpDesk?** The filters and being able to link refer **What do you dislike about HelpDesk?** The filters and being able to reference back to the desk case **What problems is HelpDesk solving and how is that benefiting you?** To better communicate to our customers ### 17. HelpDesk **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 14, 2022 **What do you like best about HelpDesk?** Always find the steps to solve my problem. **What do you dislike about HelpDesk?** At the moment I do not have any bad review **Recommendations to others considering HelpDesk:** N/A **What problems is HelpDesk solving and how is that benefiting you?** Reporting issues to our IT department ### 18. HelpDesk - Faster, Better, Smarter !!! **Rating:** 5.0/5.0 stars **Reviewed by:** Reshu J. | Application developer Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** April 29, 2021 **What do you like best about HelpDesk?** * Help Desk is a one-stop software that provides centralized information and supports management to end-users. * With Help Desk software, one can easily raise their tickets for their respective concerns. * It facilitates to handle queries on the basis of automated routing, prioritization, categorization. * For using Help Desk, we only need a web browser to access help desk services which makes it most effortless and best option among users. * It is suitable for all companies regardless of company size whether it is small or large. **What do you dislike about HelpDesk?** * If we are able to receive notification sound in HelpDesk when message comes then it would be very helpful. **Recommendations to others considering HelpDesk:** Help Desk is a good software and easy to use for raising concerns. It provides customer facing interface or customer portal to enter tickets and communicate with representatives. Social integration feature of this software allows communication between customer and support team in better way. **What problems is HelpDesk solving and how is that benefiting you?** * HelpDesk able us to work on tickets on an organised page which saves lot of out time. * Easy to track application status. * Communication between users and support team is good. * Gives an option to write internal notes. * HelpDesk provides ability to assign different message to different users. * Can manage communication with client in easy and better way. * Able to create ticket by using different filters, which helps us to assign tickets in team in better way. ### 19. Awesome workplace experience **Rating:** 4.5/5.0 stars **Reviewed by:** Rahul C. | Co-Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** March 03, 2022 **What do you like best about HelpDesk?** Resolve problems faster.Get real-time reports and insights. Ease for all users. **What do you dislike about HelpDesk?** Sometime connection problem occurred while on support. **What problems is HelpDesk solving and how is that benefiting you?** Network connectivity problems or most of all problems that our developers faced or client faced. ### 20. Good ticketing tool **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Small-Business (50 or fewer emp.) **Reviewed Date:** April 21, 2022 **What do you like best about HelpDesk?** Features provides are easy and best in tool **What do you dislike about HelpDesk?** Can be more user friendly then now it is **What problems is HelpDesk solving and how is that benefiting you?** Can automate tasks, send ready messages, real time reporting ### 21. Useful Application **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** December 28, 2021 **What do you like best about HelpDesk?** Effective to work on customer support queries. **What do you dislike about HelpDesk?** Sometimes export tickets do not work and do not receive notifications instantly. **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. ### 22. Not Terrible, However nothing special **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Small-Business (50 or fewer emp.) **Reviewed Date:** August 17, 2021 **What do you like best about HelpDesk?** Able to filter on only my open and active tickets. **What do you dislike about HelpDesk?** The dashboard is messy, hard to navigate between the different analytics without getting confused **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. **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 ### 23. A solid helpdesk tool **Rating:** 5.0/5.0 stars **Reviewed by:** Rafał M. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** July 26, 2020 **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. **What do you dislike about HelpDesk?** I don't see any downsides. Everything works as it should. **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. ### 24. Very helpful ticketing system that improved our email communication and customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Katarzyna K. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 01, 2020 **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. **What do you dislike about HelpDesk?** Well, at the moment all works really good and I don't see any fields for improvement. **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. ### 25. Efficient solution for customer support **Rating:** 5.0/5.0 stars **Reviewed by:** Anushka P. | Social Media Executive, Small-Business (50 or fewer emp.) **Reviewed Date:** August 30, 2020 **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. **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. **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 ### 26. A huge help for our support **Rating:** 5.0/5.0 stars **Reviewed by:** Mariano M. | Head of Growth, Small-Business (50 or fewer emp.) **Reviewed Date:** August 03, 2020 **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. **What do you dislike about HelpDesk?** Nothing so far, I believe they will keep me updated as usual if the implement some new features. **Recommendations to others considering HelpDesk:** It is a solution for a small business to keep up with their customer support. Quite affordable **What problems is HelpDesk solving and how is that benefiting you?** data migration, automated workflows, organized ### 27. Great Software for small business **Rating:** 5.0/5.0 stars **Reviewed by:** Yamini N. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 20, 2020 **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. **What do you dislike about HelpDesk?** I have no doubts about HelpDesk. It's a great tool and ensures good customer service. **Recommendations to others considering HelpDesk:** Definitely Recommended! Try Helpdesk for your small business. **What problems is HelpDesk solving and how is that benefiting you?** Handling multiple tickets at once which was much needed. ### 28. So far the best ticketing tool for our IT support team. **Rating:** 5.0/5.0 stars **Reviewed by:** Mahinour S. | Outbound & Sales Automation Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** August 06, 2020 **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. **What do you dislike about HelpDesk?** We have no comment on this part. Features work well and the product handles all requests correctly. **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 ### 29. Changing the way we provide service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** September 09, 2020 **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. **What do you dislike about HelpDesk?** I have no comments on any flaws in HelpDesk. Everything has been smooth so far. **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! **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. ### 30. Very modern customer support software **Rating:** 5.0/5.0 stars **Reviewed by:** Razvan G. | Founder & CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** July 24, 2020 **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. **What do you dislike about HelpDesk?** Nothing to complain, everything is executed perfectly. **What problems is HelpDesk solving and how is that benefiting you?** Responding to customers in time, managing the customer tickets. ### 31. We switched from Zendesk ... and haven't looked back **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** August 06, 2020 **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. **What do you dislike about HelpDesk?** Nothing really. And they even helped us migrating our Zendesk tickets to HelpDesk. **What problems is HelpDesk solving and how is that benefiting you?** It is so much easier to use than Zendesk, and we get reporting tools, tags, guest users (viewers) included at a much better price. ### 32. A solid, fast and expensive helpdesk service **Rating:** 3.5/5.0 stars **Reviewed by:** Guillermo L. | Ingeniero de soporte técnico, Mid-Market (51-1000 emp.) **Reviewed Date:** August 13, 2019 **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. **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. **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. **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. ### 33. Simple and easy to use Helpdesk system **Rating:** 4.5/5.0 stars **Reviewed by:** Tammy L. | Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 19, 2019 **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. **What do you dislike about HelpDesk?** Doesn't show tags on the ticket listing page. **Recommendations to others considering HelpDesk:** Easy and simple enough for a helpdesk system **What problems is HelpDesk solving and how is that benefiting you?** Improve our customer support with customer. Help customer support agents communicate effectively with customers. ### 34. Better Comminication solution **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2019 **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. **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. **Recommendations to others considering HelpDesk:** HelpDesk is a great tool for offering quality services to your customers. many thanks to the team that build the software. **What problems is HelpDesk solving and how is that benefiting you?** It has help our company in reaching out to many our our customers effectively through social monitoring . we have been able to attend to all our customers through the support of the HelpDesk. ## HelpDesk Discussions - [What are the benefits of help desk software?](https://www.g2.com/discussions/helpdesk-what-are-the-benefits-of-help-desk-software) - [What are the main components of help desk support?](https://www.g2.com/discussions/helpdesk-what-are-the-main-components-of-help-desk-support) - [What are the features of help and support?](https://www.g2.com/discussions/what-are-the-features-of-help-and-support) - [What are the features of help desk software?](https://www.g2.com/discussions/helpdesk-what-are-the-features-of-help-desk-software) - [View HelpDesk pricing details and edition comparison](https://www.g2.com/products/helpdesk/reviews?source=search§ion=pricing&secure%5Bexpires_at%5D=2026-05-13+15%3A55%3A39+-0500&secure%5Bsession_id%5D=e0b47861-3032-4f36-89a0-3d3720ccd361&secure%5Btoken%5D=a3a97f36cb26cae76e4314022706073c264b083d2008350b00a8f000ab1e0989&format=llm_user) ## HelpDesk Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - Attachments/Screencasts - Ticket Collaboration **Administration** - Database Management - Data Workflows - Issue Management **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Usability** - All-Employee Access - Supporting Documents - Two-Way Communication **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Generative AI** - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance **Reporting** - Priority Case Alerts - Trend Analysis - Performance Monitoring **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Generative AI** - AI Text Summarization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Email to Case - Chat/Live Support - Social Integration **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top HelpDesk Alternatives - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,658 reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - 4.4/5.0 (7,309 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,492 reviews)