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

https://www.helpdesk.com/

Founded 2002

HelpDesk video
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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

  • 24/7 (Live Rep)
  • Online

Deployment

  • Cloud, SaaS, Web

Training

  • Live Online
  • Documentation

HelpDesk Features

  • Case Management
  • Complaint Classification
  • Corrective Actions (CAPA)
  • Customer Complaint Tracking
  • Feedback Management
  • Forms Management
  • Issue Tracking
  • Quality Assurance Management
  • Routing
  • Self Service Portal
  • Social Media Monitoring
  • Survey Management

View full list of Complaint Management Software

  • Batch Communications
  • Chat / Messaging
  • Content Management
  • Email Distribution
  • Interactive Content
  • Multi-Channel Communication
  • On-Demand Communications
  • Personalisation
  • Print Management
  • Template Management
  • Video Content

View full list of Customer Communications Management Software

  • 360 Degree Feedback
  • Analytics
  • Call Reporting
  • Complaint Monitoring
  • Feedback Collection
  • Survey Management

View full list of Customer Satisfaction Software

  • Alerts / Escalation
  • Appointment Management
  • Call Centre Management
  • Email Management
  • Knowledge Base
  • Live Chat
  • Performance Metrics
  • Queue Management
  • Self Service Portal
  • Social Media Integration
  • Surveys & Feedback
  • Virtual Assistant
  • Workflow Management

View full list of Customer Service Software

  • Alerts / Escalation
  • Automated Routing
  • Call Centre Management
  • Customisable Branding
  • Document Storage
  • Email Integration
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Remote Access/Control
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Ticket Management
  • Workflow Configuration

View full list of Help Desk Software

  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Issue Scheduling
  • Knowledge Base Management
  • Project Management
  • Recurring Issues
  • Task Management

View full list of Issue Tracking Software

HelpDesk Alternatives

More HelpDesk alternatives

HelpDesk Reviews for UK Users

Read all reviews

Overall rating

4.7/5

Average score

Ease of Use 4.8
Customer Service 4.8
Features 4.4
Value for Money 4.4

Review software

Share your experiences with other software buyers.

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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
    5 /5
  • Value for Money
    3 /5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 24/07/2020

"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 24/07/2020
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
    5 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 14/04/2020

"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 14/04/2020
Karolis B.
Head of Customer service
Gambling & Casinos, 201-500 Employees
Used the Software for: 1-5 months
  • Overall Rating
    3 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    3 /5
  • Customer Support
    5 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 07/04/2020

"HelpDesk by LiveChat Review"

Pros: Easy to use, user friendly, easy to instal

Cons: No reports export, No tags reports. Need more reports like live chat has

Vendor Response

by LiveChat on 22/07/2020

Hello Karolis, thank you for your review. We implemented the ability to export reports. It enables you to export ticket metadata within the specified date range. We're constantly working on improving our reports section as well!

  • Reviewer Source 
  • Reviewed on 07/04/2020
Anushka P.
Social Media Marketer
Computer Software, 11-50 Employees
Used the Software for: Free Trial
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    4 /5
  • Customer Support
    5 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 31/08/2020

"Efficient solution for customer support"

Comments: When it comes to ticket management and building a better customer bond helpdesk was very easy and detailed to work with

Pros: When it comes to ticket management and building a better customer bond, HelpDesk is one tool that will be on the top of my recommendation list. All the results are present in one place that makes it easy for me to take a look and enhance my performance. Everything is so detailed and simple.

Cons: I don’t have such a problem with this application, my work is going on smoothly without any hassle as such.

  • Reviewer Source 
  • Reviewed on 31/08/2020
Nicholas H.
Developer / Technical Support
Information Technology & Services, 2-10 Employees
Used the Software for: 6-12 months
  • Overall Rating
    4 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    4 /5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 31/07/2020

"Easy to use!"

Pros: HelpDesk is very easy to set up and start using. I find it especially helpful for some of our non-technical co-workers, compared to other support software we've used which required some extensive instructions to help onboarding coworkers.

Cons: Certain actions can only be done using the multiple select checkbox, for example closing a single ticket either requires you to go into the ticket and update the status, or use the multiple select checkbox to close a ticket.
The spam filter is also quite annoying, while it does block a lot of spam emails, we've missed quite a few non-spam tickets, resulting in upset clients.

  • Reviewer Source 
  • Reviewed on 31/07/2020