--- 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 / 9\ Next: [Next page](https://www.softwareadvice.ie/software/150799/helpdesk?page=2) > HelpDesk.com is a cloud-based ticketing platform for customer service teams, part of the Text.com customer service platform. Small businesses and enterprise teams use it to manage tickets from email, chat, and messaging in one queue. AI handles the repetitive work: tagging, summarizing, detecting language, and suggesting replies. Automation routes tickets, escalates SLA risks, and follows up so your team stays on the tickets that need judgment. Private notes, canned responses, custom fields, and ticket assignments keep team collaboration tight. Integrations with CRM, chat, and project management tools connect HelpDesk.com to the rest of your stack, so support work doesn't live in a silo. > > Verdict: Rated **4.6/5** by 182 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.6/5** | 182 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 (18803 reviews) 2. [Zendesk Suite](https://www.softwareadvice.ie/software/26892/zendesk-talk) — 4.4/5 (4090 reviews) 3. [LiveAgent](https://www.softwareadvice.ie/software/109980/liveagent) — 4.7/5 (1787 reviews) 4. [Freshdesk](https://www.softwareadvice.ie/software/110247/freshdesk) — 4.5/5 (3470 reviews) 5. [LiveChat](https://www.softwareadvice.ie/software/27068/livechat) — 4.6/5 (1727 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. ----- ### "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. ----- ### "Overall good" — 3.0/5 > **Noemi** | *18 August 2025* | Entertainment | Recommendation rating: 4.0/10 > > **Pros**: I like the option to create canned templates and I love the read receipts, it helps a lot knowing the recipient opened the email. > > **Cons**: I don't like if some other agent replies on a ticket I created, it will unassign me and assign to that agent and I can't see it anymore in my tickets list > > Overall good, but I would definitely improve the assigning issue I mentioned above. I feel like HelpDesk is a bit limited and feels childish in design too, I used better ticketing tools before, like Zendesk. ----- ### "Overall very convenient" — 5.0/5 > **Tim** | *11 March 2025* | Computer Hardware | Recommendation rating: 8.0/10 > > **Pros**: Keeps things organized and tidy. The big benefit is the read receipts as confirming delivery of responses. The other features like canned responses for common issues and automated tasks based on pending tickets is very useful. > > **Cons**: Sometimes the replies from a customer includes the entire reply chain instead of just the most recent reply, but that's it. > > Overall it's been very helpful in managing tickets. ----- ### "Excellent and impressive service helpdesk provide" — 5.0/5 > **Myrel** | *2 October 2025* | Consumer Services | Recommendation rating: 10.0/10 > > **Pros**: The Helpdesk provides us with a convenient way to request assistance, particularly for technical issues or questions regarding specific tools and processes. It is user-friendly, easy to access, and features a straightforward design that makes navigation simple. > > **Cons**: Honestly, I can’t think of any significant shortcomings, as the Helpdesk is exceptionally comprehensive in the support it provides. Nearly every concern or question I’ve had has been addressed efficiently, whether it relates to technical issues, navigating tools, or understanding processes. The scope and responsiveness of their assistance make it feel like virtually every aspect is covered, resulting in a highly satisfactory user experience overall. > > My overall experience with HelpDesk has been overwhelmingly positive. The platform is intuitive and easy to navigate, making it simple to request assistance whenever I encounter any issues or have questions. The support team is prompt, knowledgeable, and always willing to provide clear and actionable solutions. Whether I need help with technical problems, guidance on using specific tools, or clarification regarding processes, HelpDesk consistently delivers reliable support. The comprehensive resources and user-friendly features have contributed to a smooth and efficient experience, and I feel confident knowing that help is always easily accessible when I need it. ----- Page: 1 / 9\ 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