--- title: "Total Contacts & HelpDesk Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Total Contacts & HelpDesk Software - reviews, pricing plans, popular comparisons to other Help Desk products and more." source_url: "https://www.capterra.com/p/127283/Tele-Support-HelpDesk/" page_type: "product" language: "en" --- # Total Contacts & HelpDesk Software Review 2026: Features, Integrations, Pros & Cons Last updated on August 26, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews) Total Contacts & HelpDesk ## What is Total Contacts & HelpDesk? Total Contacts & HelpDesk Solution is an all-in-one software solution for companies who take calls & emails for their customer service and helpdesk support team and need to track from inception to resolution. Tracking from Sales to Support, we have you covered. With over 900 installations in nearly 35 different countries, our software is versatile, powerful, easy to use, and extremely price-conscious. Built in CRM w/ EMarketing, Opportunities, Email and more. We also can integrate with an external CRM, such as Act! or any ADO/OLEDB contacts database. ## What is Total Contacts & HelpDesk used for? [Help Desk](https://www.capterra.com/help-desk-software/) Top alternative Featured Overall rating Based on 24 user reviews Reviews sentiment Positive 88% Neutral 8% Negative 4% Starting price $480 Per User, One Time Free trial available Free version not included Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Total Contacts & HelpDesk?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.resource-dynamics.com&name=Total Contacts & HelpDesk) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Total Contacts & HelpDesk 4.3 (24) VS. [4.5 (3,471)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting Price $480 Per User, One Time Starting Price $19 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.3 (24) Ease Of Use 4.5 (3,410) Value For Money 4.2 (21) Value For Money 4.4 (2,796) Customer Service 4.2 (23) Customer Service 4.5 (2,980) ## Total Contacts & HelpDesk alternatives [4.4 (4,090)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.6 (794)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars Highest Rated [4.7 (1,787)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.5 (2,215)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/127283/Tele-Support-HelpDesk/alternatives/) ## FAQs about Total Contacts & HelpDesk Overview ### Which roles and teams benefit most from Total Contacts & HelpDesk? Total Contacts & HelpDesk benefits customer support teams, IT administrators, and operations leaders that need centralized ticket handling and contact management. Support managers and specialists use it to resolve issues faster, while administrators maintain system organization and executives or owners gain visibility into service performance, workflows, and customer communications. Answer based on 13 reviews Overview ### What company size and specific industries is Total Contacts & HelpDesk built for? Total Contacts & HelpDesk is designed for businesses and organizations of any size, including small, mid-sized, and large companies. The vendor description does not name specific industries, so the product appears to suit a broad range of sectors that need an all-in-one CRM and help desk solution. Features and Usability ### What are the key features of Total Contacts & HelpDesk? Total Contacts & HelpDesk offers support ticket management, ticket management, and SLA management for service operations, plus automated routing, prioritization, and alerts/escalation. It also includes customer database and contact management, email management and templates, knowledge base management, reporting and analytics, workflow management, and third-party integrations. Integrations ### Which third-party tools and platforms does Total Contacts & HelpDesk integrate with? Total Contacts & HelpDesk integrates with CRM tools from its official catalog. The available integration category is CRM, covering third-party customer relationship management platforms used to manage contacts, sales records, and support workflows. Answer based on 3 reviews Getting Started and Support ### What training and onboarding options does Total Contacts & HelpDesk offer? Total Contacts & HelpDesk provides live online sessions, documentation, and videos to help teams get started. Live online sessions support guided setup and instruction, documentation offers written reference for features and steps, and videos provide visual walkthroughs for self-paced learning. Getting Started and Support ### What customer support options does Total Contacts & HelpDesk offer, and how do users rate the experience? Total Contacts & HelpDesk offers email/help desk, FAQ/forum, knowledge base, and phone support. Users often describe support as helpful and responsive, with replies commonly arriving the same day or within 24 hours. Some users report weak instructions, limited online support resources, and a learning curve during setup or customization. Answer based on 13 reviews ## Features AI summary Based on 5,070 Help Desk reviews Capterra data shows that buyers of help desk software rank the following features as their top priorities: - **Ticket Management** (**54%** of reviewers rated this feature as critical) - **Real-Time Notifications** (**39%**) - **Service Level Agreement (SLA) Management** (**38%**) Total Contacts & HelpDesk supports all three of the features reviewers value most: **Ticket Management**, **Real-Time Notifications**, and **Service Level Agreement (SLA) Management**. Together, these capabilities help businesses organize support requests, keep teams updated as issues change, and stay on top of response and resolution commitments, allowing teams to deliver more consistent customer service. Access Controls/Permissions Define levels of authorization for access to specific files or systems Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Alerts/Escalation System alerts about the need to escalate an issue or request Automated Routing Tickets are automatically assigned to specific agents based on predefined rules Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Total Contacts & HelpDesk 25 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Alerts/Escalation: System alerts about the need to escalate an issue or request - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Fields: Customize data fields to support various needs and use cases - Data Import/Export: Import and export data to and from software applications - Email Management: Manage, store and organize emails within the system or via third-party apps - Email Templates: Pre-made examples and templates for emails - Interaction Tracking: Track interaction history by documenting conversations for contacts - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Prioritization: Arrange tasks based on the level of priority or urgency - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Support Ticket Management: Allow customers/users to submit support queries and service requests - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - Workflow Management: Create, design and manage workflows for repetitive tasks --- Get Advice We can help you find the software with the features you need. Features 4.2 (22) 4.2 Based on 22 reviews ## Pricing Value for money 4.2 (21) Free Trial Basic $480.00 Per User,One Time Value for money 4.2 (21) 4.2 Based on 21 reviews Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.2 (23) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.2 (23) 4.2 Based on 23 reviews ## User reviews Overall rating 4.3 Based on 24 reviews Filter by rating 5(11) 4(10) 3(2) 2(1) 1(0) Mentioned topic Sorted by most recent AB Aimee B. Computer Software ### "Simplistic support software" 3.0 Overall Rating 3.0 3.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 0.0 0.0 Likelihood to Recommend 5/10 March 8, 2018 Pros I like that all customer support cases are in one place and can easily be looked up. I also like that you can bill out from this system for support calls and it includes support notes. Cons When it comes time to update the software, it can be quite a pain plus it seems that support is lacking for the program. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. MB Mike B. Customer Service Manager Market Research ### "Positive" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 December 5, 2017 Pros Level of detail available for issue tracking. Cons No online portal available for HMI's customers to access the knowledge base. No web based access for remote users. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor December 6, 2017 Customers can create your own online portal for their clients and publish your Knowledge Base with the add-on product, Hot Tips Publisher. Remote User access add-on also available with HelpDesk for the Web. JM Jim M. Sys Admin ### "Over all Helpdesk has done the job it says it'll do." 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 0/10 May 18, 2017 Pros The overall integration abilities such as with email and hot tips. Customer service is great, I can typically get a response within 24 hours and usually the same day. Cons With each upgrade of the software it's an IT nightmare to perform the upgrade and keep users working because every client has to be manually upgraded as well. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SD Service D. ### "Excellent product" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 0/10 March 24, 2017 Thanks to Tele-Support HelpDesk by Resource Dynamics we are able to keep our service level to a degree which is required for our customers. It gives us great pleasure to work with. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RH Ronald H. ### "WOW What amazing support" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 22, 2017 I had an issue with an out of date version, and no longer have support. Not Only did I receive assistance in helping me resolve the issue, I also received some assistance for improving the way we used Tele-Support. For the longest time we struggled with having techs add a ticket number to tickets, (they often forgot). during conversation we were given instructions on how to resolve that issue, it was an oversite on our end and can easily be automatically filled in by Tele-support directly. Second issue we struggled with was being able to preform key word search against Problem notes and Resolution notes. Again, it was just our lack of understanding. We were give a little hand holding and we now see that it was there all along. What can I say, this team is amazing, all this help for someone who was not even under maintenance. What a gift it was!!!!! ~ron Pros Software is a Gem for tracking client tickets Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. OZ Ofir Z. ### "ACT and Telesupport" 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 3.0 3.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 February 14, 2017 We have been using Tele-Support for quite some time now and it integrates well with our Sage ACT!. I would love it if it could automatically push the notes into ACT. Pros Integration to ACT Cons Charge for updates Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor February 14, 2017 Updates and support services are a separate annual contract offered to all customers. We have 4 options that range in benefits. customers can choice to include or not, any plan of their choice. Customers can upgrade their plan at anytime during the contract period. Visit our web site for available plans: http://www.resource-dynamics.com/support\_plans.asp Thank you. AL Amie L. Customer Support Manager Environmental Services ### "Excellent Application" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 2, 2017 We use this application for a Support Call Center and it works great! We're able to track open/closed tickets with ease. Field customization really helped this application integrate with our existing processes. The bug tracking feature is a great way for us to link specific tickets to open software issues. There are only 2 features we wish it had: 1) the ability to open multiple tickets at once. This would be a nice addition for our constantly multi-tasking staff. 2) the ability to merge/link tickets together. Their support and sales staff are very easy to work with and are always helpful when we have questions! Pros The ticket itself. Works well for our team to review open issues. Cons Not able to have multiple tickets open at one time. Would be a nice feature to help us multi-task better. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. KC Kathleen C. ### "Good System for Basic Help Desk Needs" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 4.0 4.0 Likelihood to Recommend 6/10 January 5, 2017 We have several team members using the software daily. Software has good functionality. We use the ACT! software integration. Pros Ease of use. Cons Outdated appearance could use a refresh. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. PW Phillip W. ### "Excellent. robust and usefull" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 0/10 December 28, 2016 The software is rock solid. Works with ease and very responsive. Intuitive interface and just does what it says. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. BB Bryce B. ### "Good, Basic Bug-Tracking Software" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 8/10 December 28, 2016 Our company has been using Tele-Support HelpDesk for several years and it's been a good solid product along the way. Great ability to customize and an overall well-rounded product. Pros Small company. Customizable software. Cons Doesn't interface with larger companies/software products; e.g., Salesforce, Microsoft TFS. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/127283/Tele-Support-HelpDesk/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.