Who Uses HelpDesk?

From bootstrapped startups to global enterprises, HelpDesk is suitable for all companies, regardless of their size or industry.

What Is HelpDesk?

HelpDesk is an online ticketing system that simplifies your teams work. Its full of features that foster collaboration within your team. You can use tagging, add private notes, assign tickets to specific team members and create canned responses. To ensure the highest level of security, the system encrypts your data with 256bit SSL protocol. HelpDesk is designed to save your agents time and enable them to provide the highest level of customer service. Effortlessly.

HelpDesk Details

LiveChat Software

http://www.livechatinc.com

Founded 2002

HelpDesk Software - All tickets view.
HelpDesk Software - Single ticket view
HelpDesk Software - Creation of a new ticket.
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HelpDesk pricing overview

See pricing plans

HelpDesk does not have a free version but does offer a free trial. HelpDesk paid version starts at US$4,00/month.


Starting Price

US$4,00/month See pricing details

Free Version

No

Free Trial

HelpDesk deployment and support

Support

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Deployment

  • Cloud, SaaS, Web-based

Training

  • Live Online
  • Documentation

HelpDesk Features

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Assignment Management
  • Audit Trail
  • Canned Responses
  • Case Management
  • Chat/Messaging
  • Collaboration Tools
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Email Management
  • Email Templates
  • Feedback Management
  • Forms Management
  • Interaction Tracking
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Prioritization
  • Quality Assurance
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Reporting/Analytics
  • Routing
  • SSL Security
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Third Party Integrations
  • Widgets
  • Workflow Management

View full list of Complaint Management Software

  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Auto-Responders
  • Batch Communications
  • Billing & Invoicing
  • CRM
  • Call Recording
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Contact Database
  • Contact Management
  • Content Management
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Templates
  • Email Distribution
  • Email Management
  • Feedback Management
  • Historical Reporting
  • IVR / Voice Recognition
  • Inbox Management
  • Interaction Tracking
  • Interactive Content
  • Live Chat
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • On-Demand Communications
  • Personalization
  • Print Management
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • SMS Messaging
  • SSL Security
  • Social Media Integration
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Third Party Integrations
  • Video Support
  • Widgets
  • Workflow Management

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  • 360 Degree Feedback
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • CES Survey Structure
  • CRM
  • CSAT Survey Structure
  • Call Reporting
  • Chat/Messaging
  • Commenting/Notes
  • Complaint Monitoring
  • Customer Database
  • Customer Experience Management
  • Customer Journey Mapping
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Questions
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Data Visualization
  • Drag & Drop
  • Email Management
  • Engagement Tracking
  • Feedback Management
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • NPS Survey Structure
  • Performance Metrics
  • Process/Workflow Automation
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • SMS Messaging
  • Search/Filter
  • Sentiment Analysis
  • Social Media Integration
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Third Party Integrations
  • Trend Analysis
  • Visual Analytics
  • Widgets
  • Workflow Management

View full list of Customer Satisfaction Software

  • API
  • Activity Tracking
  • Alerts / Escalation
  • Appointment Management
  • Auto-Responders
  • Calendar Management
  • Call Center Management
  • Call Routing
  • Communication Management
  • Contact Database
  • Contact Management
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Forms
  • Customizable Templates
  • Data Import/Export
  • Drag & Drop
  • Email Management
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Inbox Management
  • Knowledge Base Management
  • Live Chat
  • Multi-Channel Communication
  • Multiple User Accounts
  • Performance Management
  • Performance Metrics
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Rules-Based Workflow
  • SMS Messaging
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Template Management
  • Third Party Integrations
  • Virtual Assistant
  • Voice Mail
  • Workflow Management

View full list of Customer Service Software

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Automated Routing
  • CRM
  • Call Center Management
  • Chat/Messaging
  • Client Portal
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Document Storage
  • Email Management
  • Email Templates
  • Feedback Management
  • Help Desk Management
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring
  • Performance Metrics
  • Prioritization
  • Real Time Notifications
  • Real-Time Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Third Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management

View full list of Help Desk Software

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Assignment Management
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Configurable Workflow
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Drag & Drop
  • Email Management
  • Help Desk Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Monitoring
  • Multi-Channel Communication
  • Prioritization
  • Project Management
  • Projections
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Recurring Issues
  • Reporting & Statistics
  • Role-Based Permissions
  • Rules-Based Workflow
  • SSL Security
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Third Party Integrations
  • Ticket Management
  • Widgets
  • Workflow Management

View full list of Issue Tracking Software

HelpDesk Alternatives

More HelpDesk alternatives

HelpDesk Reviews

Read all 33 reviews

Average score

Overall
4,5
Ease of Use
4,7
Customer Service
4,4
Features
4,2
Value for Money
4,2

Reviews by score

5
20
4
9
3
4

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1 000
  • >10 001
Anna O.
Anna O.
Head of Growth
Internet, 2-10 Employees
Used the Software for: Free Trial
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 2020/07/24

"The ideal tool for Support Teams"

Pros: Using this ticketing system, you can manage all of your communication with clients (emails, live chat messages, and others) in a simple and easy way. You can create ticketing lists using defined filters or tags – it helps to manage tasks between teammates. I really like the feature of adding your own notes to the ticket – thanks to that all users can see it and use it to solve the client’s problem.

Cons: Pricing is a bit high, so there is a possibility that startups and small companies won’t be able to afford this tool.

  • Reviewer Source 
  • Reviewed on 2020/07/24
Stephen G.
I.T. Assistant
Religious Institutions, 11-50 Employees
Used the Software for: 1-5 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 2020/04/14

"Very Useful to start a Helpdesk experience"

Comments: Overall Helpdesk has been great for me to begin using a ticket system. Before we where using Helpdesk it was difficult for my team to keep track of which problems were solved and who was responsible for them, but now my agents always know what they are responsible for and they are able to see each ticket though to completion.

Pros: Helpdesk is very easy to get started with and is extremely affordable compared to other options. It was very easy for me to already use our existing Helpdesk email address and give my agents a way to track their tickets. The software is very easy for my agents to understand and it is great that they can access it online anywhere.

Cons: I would like to see an option for omnichannel so we can respond to customers in the medium they use to first reach out rather than always have to redirect to our support email.

Alternatives Considered: Zendesk

Reasons for Switching to HelpDesk: Zendesk was way too expensive for us as a small business. They have much better features than Helpdesk, but since we are not a large scale company yet we do not need all of the features Zendesk offers and we can not afford to pay for them.

  • Reviewer Source 
  • Reviewed on 2020/04/14
Nandy N.
Administrative Assistant
Financial Services, 11-50 Employees
Used the Software for: 6-12 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 2021/08/09

"HelpDesk - Helps with Customer Satisfaction"

Comments: We don't have time to answer customer complaints so HelpDesk helps us keep track. We are able to focus on what customers want and spend time fixing or adding value to our services.

Pros: Help keep track of tickets (customer complaints) and who handles them.
Helps organization to keep training current
Helps organization to focus on their core competencies. It frees up time to focus on adding value to customer service.

Cons: There is an obvious lack of control over training, nuances can be lost.
Customers may find it too impersonal. It can reflect badly on the organization if representatives are not professional.
Some cultural differences may occur and miscommunication can happen.

  • Reviewer Source 
  • Reviewed on 2021/08/09
Ashley M.
Ashley M.
Physician
Medical Practice, 11-50 Employees
Used the Software for: 1-5 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 2021/05/13

"Great way to help users!"

Pros: The ease of the program for beginner users!

Cons: More detailed training would help out some in the beginning as well as better app control.

  • Reviewer Source 
  • Reviewed on 2021/05/13
Lianne S.
Virtual Assistant
Professional Training & Coaching, 2-10 Employees
Used the Software for: 1-5 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    1/10
  • Reviewer Source 
  • Reviewed on 2021/03/08

"Helpdesk"

Comments: We purchased this program to help us with ticket management, as we were handling our customer service tickets through regular email. This system does allow us to do that. However, the system is not customizable, and it is very cumbersome and clunky. I would definitely not recommend this system to anyone else.

Pros: -- Provides an easier way to manage requests that come into our business than through regular email.
-- Gives an option for writing internal notes so that agents can make private comments to one another inside tickets for background
-- Keeps all our support requests in one location so they are easier to find and manage than regular email

Cons: -- Templates / emails cannot be customized without knowledge of HTML
-- Poor customer service -- we have submitted tickets as well as chatted with CS on issues that required further investigation on their end. They have told us each time they would get back to us, but they never have. If they can't resolve the issue right at that moment, we never hear from them again.
-- Our automated responses that we have set up to trigger when someone submits a ticket go our to every agent, every single time someone submits a ticket. Very annoying. The automated responses also become part of the ticket thread, which makes the threads long and cumbersome. We have asked them to please shut this off, and have been told they cannot do that.

Vendor Response

by LiveChat Software on 2021/05/28

Hi Lianne,

Here's Weronika from HelpDesk. Thank you for your honest review. I've read it carefully and would like you to know that it's crucial to make HelpDesk usable and meet your needs.

Email templates indeed require HTML knowledge, but luckily you can always use our default template. It's ready to implement and will make your messages look professional.

I'm sorry we left your message unanswered. We didn't do this on purpose. Our support heroes do their best 24/7 to answer your doubts. I'll see what happened with your ticket to make sure this never happens again.

Now, the issue with automated workflows. They're designed to make your job easier, so I deeply regret that it didn't work out as expected. I'd appreciate knowing exactly how you've set them up so we can make them run in your favor. Email us directly at [email protected] to discuss the matter and reactivate your account for a month for free. I'll do my best to make your experience with HelpDesk enjoyable.

  • Reviewer Source 
  • Reviewed on 2021/03/08