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About HelpDesk
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, feedbacks 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.
HelpDesk pricing
HelpDesk does not have a free version but does offer a free trial. HelpDesk paid version starts at USD 29.00/month.
Starting Price:
USD 29.00/month
See pricing details
Free Version:
No
Free trial:
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HelpDesk Reviews
Feature rating
5 reviews of 84
View all reviews
Jessica
- Industry: Consumer Goods
- Company size: 11–50 Employees
- Used Daily for Free Trial
-
Review Source
4
Reviewed on 05/08/2024
HelpDesk= Helpful
Super useful tool when working in customer service
Pros
I do like the ease of functionality. It is pretty straight forward to use.
Cons
It can be kind of slow, and harder to train people on.
Response from Text
Hello Jessica!
Thank you for sharing your feedback on HelpDesk. We're glad to hear that you appreciate the ease of functionality and find our tool straightforward to use.
We also value your comments on the speed and training challenges.
Thank you for choosing HelpDesk and for your continued support.
Replied 09/08/2024
Tim
- Industry: Marketing & Advertising
- Company size: 51–200 Employees
- Used Daily for 6-12 months
-
Review Source
5
Reviewed on 10/10/2024
A good ticketing system that's worth checking out
We chose to move forward with HelpDesk because we were already using LiveChat and ChatBot. While I don't know if it would have been my first choice of a support ticket management system, it has honestly surprised me as I've become more familiar with it. The customer service, just like we've experienced with all of their other products, is top-notch. I can't count the number of other vendors who stick random people behind their chat and phone support who know nothing about the product and are a stone's throw away from being absolutely useless. That couldn't be further from what you get with HelpDesk or any other Text Inc. product. When initially going through the setup process, I needed to be in contact with them quite a bit. Every single person I have interacted with at the company has been knowledgeable, helpful, friendly, and personable. They have gone out of their way to make sure my questions or issues are resolved to my satisfaction before ending the conversation. There's none of that "rushing you through a conversation as quickly as possible" to keep up with some arbitrary metric someone came up with. They stay with you until they figure things out, or they open a ticket to escalate the issue to someone who can assist you further. Obviously, it's made an impact on me, and I will share this with anyone who will listen.
Pros
I love that HelpDesk integrates with the other products we're using from Text Inc., like LiveChat and ChatBot. It allows our team to easily and automatically keep track of questions, feedback, requests, and other items we don't want to slip through the cracks. The customer service is absolutely second to none. They also have a free trial, which was very helpful in letting us get our teams into the platform to figure out if the software was something we could make work for what we wanted to accomplish.
Cons
The platform is geared towards providing support for a singular company. We provide support for a large number of clients, and while HelpDesk is sufficient to do what we need it to, I wish there were more thought put into supporting multiple companies from one dashboard.
Reasons for Switching to HelpDesk
The integrations it had with other products and platforms we were already using.Response from Text
Hello Tim!
Thank you for taking the time to share your detailed review of HelpDesk. We're thrilled to hear that the integration with other Text Inc. products, like LiveChat and ChatBot, has made it easier for your team to track and manage inquiries. It’s great to know that our customer service has stood out to you as well—this is exactly the experience we strive to deliver to all of our users.
We appreciate your honest feedback about supporting multiple companies from one dashboard. We’re always listening to our users and constantly working to improve the platform. Your input is invaluable, and we’ll definitely keep it in mind as we plan future updates.
Thank you again for your kind words and for choosing HelpDesk as part of your toolkit.
If you ever have any additional feedback or questions, don’t hesitate to reach out. We’re always here to help!
Best regards,
HelpDesk Team
Replied 21/10/2024
Jonny
- Industry: Real Estate
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
2
Reviewed on 07/10/2024
Needs improvement
Not very good. It's a simple ticketing system that I'd recommend for beginners or small businesses, but it's not suited for mid-sized companies or experienced agents. Helpdesk keeps coming out with new features that are cool but not a necessity, yet it ignores fundamental features like being able to sort your ticket list.
Pros
it's easy to learn and provides an easy transition for those already using livechat.
Cons
It's lacking some basic features of a ticketing system such as sorting a list or controlling default ticket status actions. The tool is also very flawed in it's design such as being unable to hide another team's shared view from the menu despite not being able to see it's contents; it just clutters the menu unnecessarily. It can also be buggy on both the application and web app such as being unable to type into the textbox after trying to tag another agent in private chat. It happens intermittently on occasion and workaround is to switch to the other platform.
Alternatives Considered
Zendesk SuiteReasons for Switching to HelpDesk
Because we were already using LiveChat, it made it more sense to try HelpDesk.Response from Text
Hello Jonny.
Thank you for sharing your detailed feedback on HelpDesk. We sincerely appreciate your honesty.
We’re sorry to hear that some aspects of HelpDesk have not met your expectations.
We also take note of the technical issues you’ve experienced with the application and web app. Your insights are very valuable, and we'll pass them along to our development team as we continually strive to improve the platform based on user feedback.
It’s important to us that HelpDesk is intuitive and functional for teams of all sizes, and your comments highlight areas where we can make improvements, especially for mid-sized companies and more experienced agents.
If there’s anything specific you’d like to discuss further or if you have more suggestions, we’d love to hear from you. We’re committed to enhancing HelpDesk and ensuring it meets your needs.
Thank you again for your candid review.
Best regards,
HelpDesk Team
Replied 16/10/2024
Blair
- Industry: Retail
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
5
Reviewed on 07/10/2024
Enjoying Help Desk!
HelpDesk has made our response time and accuracy much better when helping customers. Before, we were missing emails in our inbox and customers were not being responded to. Now we have happier customers and less customer emails that are missed!
Pros
I love that it makes it easier for our customers to reach out to us after hours and keep track of requests.
This keeps our company email inbox low as everything goes to HelpDesk!
Cons
I do not like when we have blocked a spam email from sending us HelpDesk tickets, and they still come through. We request to block the email again, and the system tells us they are already blocked.
Alternatives Considered
ChatBotReasons for Switching to HelpDesk
It was easier for us than creating a Bot that could answer every single thing that a customer asked. At the time AI chat was new, and not something we were thinking of using!Response from Text
Hello Blair!
Thank you for taking the time to share your experience with HelpDesk!
We're thrilled to hear that it has helped improve your response times and reduce the clutter in your inbox, all while making your customers happier. It's great to know that HelpDesk has become such a valuable tool for your team.
We also appreciate your feedback about spam email blocking. We're constantly working to improve our system, and your input is invaluable in helping us make it better.
Thank you again for choosing HelpDesk, we’re glad it fits your needs.
If you ever have any questions or additional feedback, please don't hesitate to reach out. We're here to help.
Best regards,
HelpDesk Team
Replied 16/10/2024
Jamie
- Industry: Nonprofit Organization Management
- Company size: 51–200 Employees
- Used Daily for 1-5 months
-
Review Source
5
Reviewed on 11/11/2024
Great Application
My overall experience has been great with this app. it has allowed my organization to track what is being done
Pros
It allows efficiency within our organization
Cons
The request can come and sometimes the department is unable to fulfill request because staff member may not be available
Response from Text
Hello Jamie!
Thank you for taking the time to share your experience with HelpDesk. We’re thrilled to hear that it has improved efficiency in your organization and made it easier to track your team’s activities. Your feedback is invaluable, and we appreciate your trust in our product as well as your executive team’s decision to choose us over other options.
We’ve noted your point about availability challenges and will continue to find ways to support teams like yours. If you have any suggestions or questions in the future, don’t hesitate to reach out.
Thanks again for being part of the HelpDesk community.
Best regards,
HelpDesk Team
Replied 19/11/2024
