--- description: Review of HelpDesk Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice Ireland. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: HelpDesk | Reviews, Pricing & Demos - SoftwareAdvice IE --- Breadcrumb: [Home](/) > [Complaint Management Software](/directory/499/complaint-management/software) > [HelpDesk](/software/150799/helpdesk) # HelpDesk Canonical: https://www.softwareadvice.ie/software/150799/helpdesk Page: 1 / 8\ Next: [Next page](https://www.softwareadvice.ie/software/150799/helpdesk?page=2) > HelpDesk is a cloud-based ticketing software that helps small to large businesses deliver customer support services. The platform enables users to manage client communication, queries, tickets, feedback and surveys. HelpDesk includes various features such as tagging, private notes, assigning tickets to specific agents, data protection, information sharing, collaboration and ratings. Additionally, it allows users to add chat widget to website and filter tickets basis agents, dates, ratings and more. HelpDesk enables users to automate customer communication with statuses and canned response. It also offers ticket assignment, private notes, custom comments and agent groups to help collaborate with team members. Additionally, the platform includes email notifications, SPAM filters, customer conversation history, client details and ticket ratings to deliver personalized customer services. > > Verdict: Rated **4.6/5** by 180 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.6/5** | 180 Reviews | | Ease of Use | 4.7/5 | Based on overall reviews | | Customer Support | 4.5/5 | Based on overall reviews | | Value for Money | 4.4/5 | Based on overall reviews | | Features | 4.4/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: Text - **Location**: Boston, US - **Founded**: 2002 ## Commercial Context - **Starting Price**: US$29.00 - **Pricing model**: Per User (Free Trial) - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based - **Supported Languages**: English - **Available Countries**: Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua & Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium and 209 more ## Features - AI Copilot - AI Summarization - AI/Machine Learning - API - Access Controls/Permissions - Activity Dashboard - Activity Tracking - Alerts/Escalation - Alerts/Notifications - Assignment Management - Automated Responses - Automated Routing - Autoresponders - Batch Communications - CRM - CSAT Survey Structure - Call Centre Management - Canned Responses - Case Management - Chat/Messaging ## Integrations (11 total) - Chatbot - GitHub - HubSpot CRM - Jira - LiveChat - OpenWidget - Shopify - Slack - Webflow - WordPress - Zapier ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Complaint Management Software](https://www.softwareadvice.ie/directory/499/complaint-management/software) ## Related Categories - [Complaint Management Software](https://www.softwareadvice.ie/directory/499/complaint-management/software) - [Customer Satisfaction Software](https://www.softwareadvice.ie/directory/4627/customer-satisfaction/software) - [Customer Communications Management Software](https://www.softwareadvice.ie/directory/4742/customer-communications-mngt/software) - [Issue Tracking Software](https://www.softwareadvice.ie/directory/4318/issue-tracking/software) - [Help Desk Software](https://www.softwareadvice.ie/directory/4160/help-desk/software) ## Alternatives 1. [Salesforce Sales Cloud](https://www.softwareadvice.ie/software/2764/salesforce-sales-cloud) — 4.4/5 (18782 reviews) 2. [Zendesk Suite](https://www.softwareadvice.ie/software/26892/zendesk-talk) — 4.4/5 (4079 reviews) 3. [LiveAgent](https://www.softwareadvice.ie/software/109980/liveagent) — 4.7/5 (1781 reviews) 4. [LiveChat](https://www.softwareadvice.ie/software/27068/livechat) — 4.6/5 (1723 reviews) 5. [Freshdesk](https://www.softwareadvice.ie/software/110247/freshdesk) — 4.5/5 (3425 reviews) ## Reviews ### "Customer service tool" — 5.0/5 > **Coral** | *24 April 2026* | Consumer Services | Recommendation rating: 9.0/10 > > **Pros**: The best thing about helpdesk for me is that everything I need to provide excellent customer service is available under the same app. Moreover, I can see if the customer read my email or not as that way I can keep checking in with the customer. > > **Cons**: The only thing that I dislike about Dashboard is the AI system that it uses to draft automatic replies sometimes, because it has not been trained enough. > > I love using helpdesk and it really is an asset to our company. It makes reaching out to the customers so easy. ----- ### "Not a perfect fit for my use case, but could be good for others" — 4.0/5 > **Valdis** | *13 March 2025* | Gambling & Casinos | Recommendation rating: 6.0/10 > > **Pros**: It's intuitive for users, managers and administrators and requires little retraining for users coming over from other platforms. API documentation looks very promising and looks like it would work well. Web interface works quickly and reliably. Workflow automations look like they could work well with some setup. > > **Cons**: Default reports and analytics are rudimentary and make it difficult to investigate problem cases and outliers without additional setup. Insights are paywalled and you'll be better off building a custom dashboard. The entire platform and workflow seems to be geared towards a very specific model of support and may not work as well for others, especially for applications with repeat customers. > > I find it quite good, but not a perfect fit for my use case, so I'd evaluate my experience with Mostly positive or NPS 6.99999999. ----- ### "Help improve Helpdesk" — 3.0/5 > **Neal** | *21 March 2025* | Mechanical or Industrial Engineering | Recommendation rating: 2.0/10 > > **Pros**: filters to sort tickets, saving a custom filter, some expanded functionality > > **Cons**: New ticket does not send email to Assigned agent. Long subject default text (Ticket from chat \#$%^^\&\*^\#%) - no kidding, where else to tickets come from? Your ticket number means nothing to me. I want an easy way to send a transcript to an email, and to include more than 1 email address. Tags are not sorted the same as in chat. Helpdesk icon located near bottom left in Chat window- menu, and usually hidden. If someone assigned has not answered ticket, it there a Check mark in their Helpdesk icon? Can we give (open, pending) a Nudge after a week? > > Many differences, but not many improvements from old ticketing. ----- ### "Efficient and User-Friendly Support Tool works really well because it highlights both usability and performance without sounding exaggerated." — 5.0/5 > **Bruna** | *19 March 2026* | Information Technology & Services | Recommendation rating: 7.0/10 > > **Pros**: What I liked most about HelpDesk was its intuitive interface and ease of use. It made managing tickets, tracking issues, and communicating with customers very efficient. The organization of information and automation features also helped streamline daily tasks. > > **Cons**: One aspect I liked least about HelpDesk was that some features felt limited or not as flexible as expected, especially when handling more complex workflows. There is room for improvement in customization and advanced options. > > Overall, my experience with HelpDesk has been positive. The platform is easy to use, helps keep customer interactions organized, and improves response efficiency. While there are some areas that could be more flexible or streamlined, it remains a reliable tool for managing support tasks. ----- ### "Help Desk - Taking Care of Customers 24/7" — 5.0/5 > **Larry** | *5 March 2025* | Oil & Energy | Recommendation rating: 9.0/10 > > **Pros**: It provides a way to make sure every customer is taken care of when we have no agents available. > > **Cons**: It's a feature that would be good to be included in the future: a translation app like Translate GPT. > > We've been using it since mid-January, and it's working perfectly. Our customers are getting rapid responses to their questions and we're directing their requests to the correct resource, and it's all being tracked so nothing gets left undone. ----- Page: 1 / 8\ Next: [Next page](https://www.softwareadvice.ie/software/150799/helpdesk?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.ie/software/150799/helpdesk) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data