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.
HelpDesk video
Play
HelpDesk Software - All tickets view. - thumbnail
HelpDesk Software - Single ticket view - thumbnail
HelpDesk Software - Creation of a new ticket. - thumbnail

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 Software
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Deployment

  • Cloud, SaaS, Web-based

Training Software

  • Live Online
  • Documentation

HelpDesk Features

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

View full list of Complaint Management Software

  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Auto-Responders
  • Batch Communications
  • Billing & Invoicing
  • CRM Software
  • Call Recording Software
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Contact Database
  • Contact Management Software
  • Content Management System (CMS) Software
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Templates
  • Email Distribution
  • Email Management Software
  • Feedback Management
  • Historical Reporting
  • IVR / Voice Recognition
  • Inbox Management
  • Interaction Tracking
  • Interactive Content
  • Live Chat Software
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • On-Demand Communications
  • Personalization Software
  • Print Management Software
  • 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 Software

View full list of Customer Communications Management Software

  • 360 Degree Feedback Software
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • CRM Software
  • Call Reporting
  • Chat/Messaging
  • Commenting/Notes
  • Complaint Monitoring
  • Customer Database
  • Customer Experience Management
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Questions
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Data Visualization Software
  • Drag & Drop
  • Email Management Software
  • Engagement Tracking
  • Feedback Management
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Performance Metrics
  • 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 Software

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 Software
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Forms
  • Customizable Templates
  • Data Import/Export
  • Drag & Drop
  • Email Management Software
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Inbox Management
  • Knowledge Base Management
  • Live Chat Software
  • 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 Software
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Template Management
  • Third Party Integrations
  • Virtual Assistant
  • Voice Mail
  • Workflow Management Software

View full list of Customer Service Software

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Automated Routing
  • CRM Software
  • 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 Software
  • Email Templates
  • Feedback Management
  • Help Desk Management
  • IT Asset Management Software
  • Interaction Tracking
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat Software
  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring Software
  • 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 Software

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 Software
  • Drag & Drop
  • Email Management Software
  • Help Desk Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking Software
  • Knowledge Base Management
  • Monitoring
  • Multi-Channel Communication
  • Prioritization
  • Project Management Software
  • 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 Software
  • Task Progress Tracking
  • Third Party Integrations
  • Ticket Management
  • Widgets
  • Workflow Management Software

View full list of Issue Tracking Software

HelpDesk Alternatives

More HelpDesk alternatives

HelpDesk Reviews

Read all reviews

Overall rating

4.5/5

Average score

Ease of Use 4.7
Customer Service Software 4.4
Features 4.1
Value for Money 4.2

Review software

Share your experiences with other software buyers.

Write a Review!
Anna O.
Head of Growth
Internet, 2-10 Employees
Used the Software for: Free Trial
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support Software
    5 /5
  • Value for Money
    3 /5
  • 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
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    3 /5
  • Customer Support Software
    5 /5
  • Value for Money
    4 /5
  • 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.

  • Reviewer Source 
  • Reviewed on 2020-04-14
Ashley M.
Physician
Medical Practice, 11-50 Employees
Used the Software for: 1-5 months
  • Overall Rating
    4 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    4 /5
  • Customer Support Software
    5 /5
  • Value for Money
    5 /5
  • 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
    3 /5
  • Ease of Use
    3 /5
  • Features & Functionality
    2 /5
  • Customer Support Software
    2 /5
  • Value for Money
    3 /5
  • 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
Madde N.
Underwriter
Insurance Software, 2-10 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support Software
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2021-03-09

"Awesome System!"

Comments: Overall, this feature has been super useful to my business, highly recommend!!

Pros: This product is so easy to use. I love the ability to assign different messages to different users.

Cons: I wish that we would be able to receive a notification sound when we received a message on the help desk.

  • Reviewer Source 
  • Reviewed on 2021-03-09