--- title: Hesk Reviews meta_title: 'Hesk Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter reviews by the users' company size, role or industry to find out how Hesk works for a business like yours. aggregate_rating: rating_value: 4.7 review_count: 6 scale: '5' date_modified: '2026-07-27' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Hesk Reviews **Vendor:** Klemen Stirn **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.7/5.0 **Total Reviews:** 6 ## About Hesk Hesk is a beautifully simple yet capable help desk software. It allows you to set up a web-based customer support portal or an IT help desk. Hesk is feature-rich, but not bloated with features you rarely use. Set up ticket categories, canned responses, customize your ticket forms with custom fields, service messages, edit email templates, set up custom ticket statuses and priorities, modify the look and feel, connect your email inbox for automated ticket creation, set up agents with pinpoint access accuracy and roles, and so much more. Your customers will benefit from the built-in knowledge base. If they need further help, they can submit a support ticket and talk back and forth with your staff to solve their problem. They can see all their active and resolved tickets in their customer dashboard. You don't have to spend a fortune to get a help desk up and running quickly. You can opt in for the free self-hosted version of Hesk, or get up and running in minutes with the managed Hesk Cloud for a flat-fee price rather than per-agent pricing. With 21+ years in development, over 1,000,000 downloads, and 35+ languages available, Hesk is a mature and proven help desk for those who do not have the need or the means to spend big budgets on their help desk. ## Hesk Reviews ### 1. Empowering Customer Service unveiling the power of HESK **Rating:** 4.5/5.0 stars **Reviewed by:** Muhammad Naveed, D. | Assistant Director IT, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** January 14, 2024 **What do you like best about Hesk?** HESK excels across various key aspects, making it a standout choice for businesses. Its intuitive interface ensures ease of use, enabling teams to adapt quickly. Implementation is a breeze, thanks to straightforward setup processes. The platform's customer support is exemplary, providing timely assistance when needed. With a user-friendly design, HESK promotes frequent use, ensuring consistent engagement. Boasting a rich array of features, it caters to diverse needs without overwhelming users. Furthermore, its ease of integration with other tools enhances overall workflow efficiency, making HESK a comprehensive and user-friendly solution for customer support needs. **What do you dislike about Hesk?** HESK shows promise, but improvement is needed in certain areas. The platform could benefit from a more intuitive interface to enhance ease of use, reducing the learning curve for new users. Addressing customer support response times in terms of AI & ML experiences would contribute to an efficient user experience. Enhancements to features and their accessibility could cater to a wider range of user needs. Improving integration capabilities would foster a more seamless collaboration with other tools. Focusing on these areas of refinement would elevate HESK's overall performance and user satisfaction. **What problems is Hesk solving and how is that benefiting you?** HESK resolves challenges in education by providing an efficient ticketing system for issue resolution, organized communication, a user-friendly interface, resource optimization, enhanced reporting, and adaptability to unique institutional needs. These streamlines support services, improving overall efficiency in educational institutions. ### 2. Hesk helpdesk helps me helps me help my users **Rating:** 5.0/5.0 stars **Reviewed by:** Ricky N. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2023 **What do you like best about Hesk?** Our school system uses another software "solution" for the maintenence help desk, but for my needs in the IT department, their software is just too confusing and is overkill for my needs; I just need to keep a list of who needs me for what, add notes about the progress of their work ticket, and then be able to search for name, device, school, etc to find the ticket in the future should I need to refer to it. Hesk checks all of these boxes at a price that other vendors simply do not come close to. Setup is a breeze...you can add custom categories, responses, edit the email templates, etc. Users are easily added for both the support end, and if needed, you can add users for the "customer" end of things as well. For a system that I depend upon and use every work day, I couldn't hope to find a better one at any price. **What do you dislike about Hesk?** The only downside of Hesk from my point of view, is that customizing the differnet pages on the support site can be a bit challanging. But, I'm not a business and don't need "custom branding" or logos or things like that...I only need a place a teacher can quickly and easily post their needs. For me I wouldn't even list this "shortcoming" as a dislike really. **What problems is Hesk solving and how is that benefiting you?** Hesk allows me to efficiently and economically keep track of the tasks I need to do day in and day out. If I can herd a teacher to the site and have them enter in their information on a work ticket, both they and I can be sure it will be easily visible on my "to do" list, and the Hesk tech support system is what I use for all official work orders. I even tell my staff and faculty, if they don't put their requests into the work order system, then they simply don't have a work order and I will most likely forget about them. Getting them to use the system is the hard part...once that hurdle has been jumped, Hesk makes the rest of ticket management and tracking a breeze! ### 3. From the best open source ticketing systems **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** June 14, 2022 **What do you like best about Hesk?** Hesk has an amazing equilibration between receiving support requests via the built-in forms systems or via an IMAP connection with the emails server and with the knowledge base features which look like to some professional non open source ticketing softwares like the Atlassian's Jira and FreshDesk. **What do you dislike about Hesk?** The administration's UI specifically for editing, updating, adding and changing knowledge base articles are a little bit of old school design and it can be confusing in the beginning. Also, it's not very easy to implement another design if you don't know some coding. Otherwise, you can find paid themes online for the Hesk. **Recommendations to others considering Hesk:** If you are planing to use Hesk on a medium size company or bigger, please consider the premium Hesk advanced license **What problems is Hesk solving and how is that benefiting you?** Hesk really helps to respond to our support demands from clients and partners. There are some use cases where we are using Hesk only as a knowledge base and we use Hubspot support system as our ticketing system since the knowledge base isn't available on the starter plans of Hubspot for instance. ### 4. Amazing Helpdesk Software! **Rating:** 4.0/5.0 stars **Reviewed by:** Calvin B. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** August 19, 2021 **What do you like best about Hesk?** It's incredibly easy to create support articles and manage support tickets, very user friendly for any outsiders and requires very minimal agent training as it's very simple to learn and manage! **What do you dislike about Hesk?** There isn't much I don't like honestly, personally, I think the management panel could do with some UI improvements just for aesthetic purposes, however it's very easy to use regardless. **Recommendations to others considering Hesk:** I advice to use Hesk, it's a great solution for anyone seeking a Customer Support or User Support platform and gets the job done fast and well! It's easy to learn and takes minimal training for other support responders and overall easy to setup and understand, **What problems is Hesk solving and how is that benefiting you?** I'm using it to manage my Custom Support needs for my Website. It's used to make ease of users reporting bugs in my Software and just overall seeking help. The helpdesk article function helps avoid unnecessary tickets and cut down pointless tickets that are already answered, saving time! ### 5. A fantastic option for small businesses who need a support desk **Rating:** 5.0/5.0 stars **Reviewed by:** Phil H. | owner, Small-Business (50 or fewer emp.) **Reviewed Date:** December 18, 2020 **What do you like best about Hesk?** Full disclosure: I'm comfortable hacking around with PHP and poking at a server so I may be a bit biased, but I have used this software since 1.x and I still install it for small businesses. It's free (after initial donation) , endlessly customizable, and just plain works. You can tailor it for so many industries, situations, and specs, without having to dream up bizarre workarounds like you do with most SAAS offerings. Even if you can't modify the code, it has a ton of built-in options out of the box... and that's how I use it for my own business. **What do you dislike about Hesk?** It would be nice to have an SMS integration and a more intuitive archive system, but there's not much I dislike. **What problems is Hesk solving and how is that benefiting you?** My largest client has used it for more than 10 years to handle pre- and post-purchase support for very complex and under-documented products across a staff of 5 agents. We have integrated it with our order management and shipping systems to automate failed payments and changes to shipping charges. I'm sure we have at least 100,000 tickets in the database. ### 6. Amazing Open-Source Help Desk/Knowledgebase Application! **Rating:** 5.0/5.0 stars **Reviewed by:** Adam N. | Court Programmer I, Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2020 **What do you like best about Hesk?** The new version 3 Hesk has an amazing interface both on the front and back ends. Simple yet intuitive controls, decent amount of features and the ability to use either/or both the help desk or knowledgebase features. I love that you can run this on any local or web based server and completely customize this to your needs. **What do you dislike about Hesk?** I do not like that you have to purchase and use their cloud driven option vs paying additional fees just to get the in-depth analytics on the backend to better view your techs and ticketing responses and so on. **Recommendations to others considering Hesk:** If you are working with little to no budget and have the knowledge and capability of running your own simple apache based webserver this is the solution for you! **What problems is Hesk solving and how is that benefiting you?** My job did not have any sort of help desk/ticketing solutions for their IT department prior to my arrival. I am still awaiting the final approval to implement this solution in my organization but from my presentations both admin and my manager are significantly impressed. ## Hesk Discussions - [How do you use help desk?](https://www.g2.com/discussions/how-do-you-use-help-desk) - [What the HESK?](https://www.g2.com/discussions/what-the-hesk) - [What is help desk software used for?](https://www.g2.com/discussions/what-is-help-desk-software-used-for) - [View Hesk pricing details and edition comparison](https://www.g2.com/products/hesk/reviews?qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-08-09+06%3A18%3A27+-0500&secure%5Bsession_id%5D=6bd2e49b-fcbe-4a49-ad5d-5c60dd16c43a&secure%5Btoken%5D=2c26de180ce3fc1af0938f5ba3f8d1788dd485df2523683aa928ae08127d7450&format=llm_user) ## Hesk Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top Hesk Alternatives - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,678 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) - 4.5/5.0 (718 reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - 4.4/5.0 (7,582 reviews)