--- title: "Confides Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Confides Software - reviews, pricing plans, popular comparisons to other Help Desk products and more." source_url: "https://www.capterra.com/p/183052/IncognitoDesk/" page_type: "product" language: "en" --- # Confides Software Review 2026: Features, Integrations, Pros & Cons Last updated on August 20, 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) Confides ## What is Confides? IncognitoDesk is a Help Desk and Customer Service platform created to connect you with your community. Your community can be made up of users, customers, employees, neighbours, etc. IncognitoDesk allows its members to easily reach your organization and its services through SMS, Email, WhatsApp, Facebook Messenger, etc. What makes it perfect for you? Our platform has anonymity built-in (but optional), so you can keep your contacts’ identities confidential. ## What is Confides used for? [Help Desk](https://www.capterra.com/help-desk-software/)[Customer Communications Management](https://www.capterra.com/customer-communications-management-software/)[Customer Service](https://www.capterra.com/customer-service-software/) Overall rating Based on 10 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Starting price $15 Flat Rate, Per Month Free trial available 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... ## Confides Overview Updated August 2026 AI summary Confides is a cloud-based help desk and customer communications platform designed for small and midsize organizations. It offers ticket management, real-time notifications, multi-channel communication, and a self-service portal, with features like knowledge base management, access controls, real-time chat, and social media integration. Customizable branding and single sign on are also available for tailored deployment. ## Confides alternatives 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 [4.7 (30)](https://www.capterra.com/p/10031687/Text/#reviews) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.5 (3,470)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.6 (182)](https://www.capterra.com/p/185973/HelpDesk/reviews/) Starting price $29.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 91% of reviewers rated it above 4 stars ## FAQs about Confides Overview ### Which roles and teams benefit most from Confides? Confides is most used by project managers, program coordinators, department leaders, and frontline intervention teams in education, prevention, and sexual health services. They use it to document interactions, coordinate support workflows, track prevention initiatives, and give managers clearer oversight of service delivery, case follow-up, and program outcomes. Answer based on 10 reviews Overview ### What company size and specific industries is Confides built for? Confides is designed for North America-based organizations that support sensitive communities, including mentorship programs, drug user support services, health services, and sexual harassment helplines. It is suited to mission-driven organizations in social services, healthcare support, and community assistance rather than a specific company size. Features and Usability ### What are the key features of Confides? Confides offers support ticket management, ticket tracking, and customer history for case handling, along with inbox management and communication management. It also includes multi-channel communication through real-time chat, SMS messaging, and social media integration, plus self-service portal, knowledge base management, access controls/permissions, and single sign on. Getting Started and Support ### What training and onboarding options does Confides offer? Confides provides webinars and documentation to help teams get started. Webinars can support guided learning through live or recorded instruction, while documentation offers written reference material for self-paced review of features, setup steps, and product guidance. Getting Started and Support ### What customer support options does Confides offer? Confides provides email/help desk and chat support. Support details are limited to these channels, and no reviewer feedback is available to describe response speed, helpfulness, or common issues. Users seeking assistance can contact the team through either channel for product-related questions. ## Features AI summary Based on 5,070 Help Desk reviews Capterra reviewers highlight these as the features buyers value most when choosing help desk software: - **Ticket Management** (**54%** of reviewers rated this feature as critical) - **Real-Time Notifications** (**39%**) - **Service Level Agreement (SLA) Management** (**38%**) Confides supports **Ticket Management** and **Real-Time Notifications**, giving support teams a clear way to organize requests and stay updated as issues change. However, it does not include **Service Level Agreement (SLA) Management**. Instead, it offers **Access Controls/Permissions** (**37%**), which can help teams manage user access and protect sensitive support data, allowing businesses to maintain oversight while handling customer issues efficiently. Access Controls/Permissions Define levels of authorization for access to specific files or systems Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Autoresponders Create and automatically send premade copy in response to customer messages Chat/Messaging Communicate using direct chat or messages within the system Communication Management Manage and track all internal and external communication conducted via calls, email, text, or chat Customer History Access previous interactions or concerns to maintain customer relationships Confides 22 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - Autoresponders: Create and automatically send premade copy in response to customer messages - Chat/Messaging: Communicate using direct chat or messages within the system - Communication Management: Manage and track all internal and external communication conducted via calls, email, text, or chat - Customer History: Access previous interactions or concerns to maintain customer relationships - Customizable Branding: Add customized logos and colors to align with company branding - Email Management: Manage, store and organize emails within the system or via third-party apps - Inbox Management: Organize, prioritize, and manage incoming communications - 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. - On-Demand Communications: Generate personalized communications upon request to meet customer needs - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Real-time Conversations: Send and receive messages in real-time via an online communication channel - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Single Sign On: Allow users to access multiple services after entering their login credentials once - SMS Messaging: Send messages via SMS - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Support Ticket Management: Allow customers/users to submit support queries and service requests - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues --- Get Advice We can help you find the software with the features you need. Features 4.2 (10) 4.2 Based on 10 reviews ## Pricing Value for money 5.0 (7) Free Trial Basic $15.00 Flat Rate,Per Month Value for money 5.0 (7) 5.0 Based on 7 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 4.8 (9) 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 4.8 (9) 4.8 Based on 9 reviews ## User reviews Overall rating 4.7 Based on 10 reviews Filter by rating 5(7) 4(3) 3(0) 2(0) 1(0) Mentioned topic Sorted by most recent PL Patrick L. Leader au développement de l'intervention préventive Individual & Family Services ### "Logiciel simple et efficace" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 3.0 3.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 August 27, 2020 Pros Le logiciel est très simple d'utilisation et fonctionne tel qu'annoncé. L'interface est simple et familière à l'utilisation. Le logiciel peut être utilisé par une équipe en simultané. Le coût du logiciel est très abordable Offre aux utilisateur l'anonymat Cons La logiciel est sur une plateforme web ce qui est moins attrayant pour la notification des messages Reasons for choosing Confides Pour son faible côut, sa bonne fonctionnalité et le fait qu'il était utiliser par d'autres partenaires. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. MB Martin B. PLDI National Coordinator Non-Profit Organization Management ### "Finally some smooth user anonymity" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 June 8, 2020 Pros The fact that the servers are in Canada is reassuring and the anonymity of users' identities is what I love most and find very useful about this software. The Help and Documentation section has also a clean design, is useful and clear to use and understand when initially starting out with the platform. Cons Wondering if an integration with the chatbot could be possible, so that agents would only use one platform Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Pierre Henri M. Head of Department - STBBIs Health, Wellness and Fitness ### "IncognitoDesk HAS it. How to work with best tools ?!" 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 June 5, 2020 We had to build it together, as first customers on this kind of project. It was the first time in Quebec someone tried to work on this health issue with SMS and a non-profit org. So it was a challenge for both of us : understanding the exact need, keep in minde safety of information, confidentiality, with sensitive approach for people in need. Can we help people in need with a technology not being like robots and operators ? Can we bring them to decreased barriers to access help they need, by our system ? Yes we could, and yes we need. Thanks again. We did something there ! ;) Pros It was very easy to operate the system with IncognitoDesk. Thanks to them, we were able to create the FIRST SMS ANONYMOUS STI service in Quebec in this kind of system. Easy to use, easy to set up, we were able to work together to build it, step by step. Cons As outreach workers and non-profit workers, this kind of technicity wasn't our most valuable skills. So an easy-to-use system was very appropriate to keep it usefull in a long-term perspectiv. Reasons for choosing Confides I knew IncognitoDesk \[SENSITIVE CONTENT HIDDEN\] is a valuable person and professionnal, always working in the best interest of his clients, and trying to find solutions. He knew he worked with non-profit organization and budget, but he treated us like any other client and work field. I higly recommand IncognitoDesk as partner and friend. 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. AC Annie C. Direction adjointe Non-Profit Organization Management ### "Bras Outaouais sex'info" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 February 3, 2020 Pros Facilité d'accès c'est ce que je préfère Cons Il serait bien d'avoir une application cellulaire Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. LC Lea C. Intervenante Individual & Family Services ### "De l'Utile à l'Agréable" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 0.0 0.0 Likelihood to Recommend 8/10 January 9, 2020 Pros L'anonymat des utilisteur.trice.s permet aux personnes d'avoir plus confiance. Cons Quelques "bugs" se glissent parfois, l'envoi d'un message à plusieurs reprises par exemple. 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. MD Marie D. Chargée de projets Health, Wellness and Fitness ### "GOod product" 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 9/10 January 7, 2020 Pros I think this software is really easy to use and anonymous wich is really important for our organization Cons We can't use it with What's App but we could need to add this option 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 July 23, 2022 You can now integrate with WhatsApp. For instructions on how to do so, please follow these instructions: https://www.incognitodesk.com/en/documentation/whatsapp-twilio-messaging/ LH Ludovick H. Chargé de projet - volet soutien Non-Profit Organization Management ### "Très bonne plateforme" 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 December 18, 2019 Ce service nous permet d'aider et de soutenir les personnes qui peuvent obtenir du soutien de manière anonyme. Ce service nous permet aussi de rejoindre une population plus grande et que nous n'aurions pas rejoint autrement. Enfin, cela nous permet de s'adapter aux nouvelles réalités technologiques qui composent notre quotidien. Pros Cette plateforme est simple d'utilisation, efficace, rapide et utile ! L'aspect anonyme est génial pour protéger et respecter la confidentialité des personnes qui nous contactent. C'est un super service ! Cons Parfois, nous recevons un message entier sous forme de messages qui sont séparés en phrases. La personne nous envoie un paragraphe et nous recevons 6-7 messages qui contiennent une seule phrase. Cela peut complexifier la lecture par moment. Il n'y a pas de compatibilité avec Whatsapp pour le moment. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. AA Alexandre A. Sexologue - Intervenant Non-Profit Organization Management ### "A review" 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 December 13, 2019 Pros I like that it is easy to use and that you can have a good acces froms your phone. Cons The number of characters that can be sent in one go (no more than approx. 500) can really limit the way you answer. The interface is a little drad. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Response from Vendor December 19, 2019 Thank you for your feedback. The limitation on the outgoing message size is actually of 1600 characters. We limited the size on SMS/Text to avoid sending replies that will become difficult to read on a smartphone. That being said, don't hesitate to reach out to our team if you would like that limit to be increased. SG Samuel G. Intervenant Non-Profit Organization Management ### "Rétroaction" 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 9/10 December 13, 2019 Nous avons mis sur pied un nouveau service de messagerie-texte anonyme sur la sexualité grâce à ce nouveau logiciel. Jusqu'à maintenant, cette nouvelle initiative répond à un besoin. Nous espérons que ce service fonctionne à long terme. Pros Je trouve que le logiciel est facile d'utilisation. L'interface est claire, simple et efficace. Cons Je ne reçoit pas toujours les notifications de réception d'un message lorsque que je ne suis pas connecté, même si cette option est cochée. Votre questionnaire de sondage est en anglais... Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. PH Pamela H. Chargée de projet - volet éducation Civic & Social Organization ### "Application facile à utiliser" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 December 10, 2019 De manière générale, l'application est facile d'utilisation et est très pratique pour l'usage que nous en faisons. Il est plus facile de rejoindre les gens grâce aux messages textes et c'est ce que nous permet l'application. Pros Le principe de l'application (pouvoir communiquer par message texte de manière anonyme et ce, au moyen de l'ordinateur), la facilité d'utilisation de l'application et la possibilité de rejoindre facilement une personne lorsqu'il y a un problème avec l'application. Cons Il est arrivé 2-3 fois que l'application bogue en cours d'utilisation. Mon message a donc été envoyé plusieurs fois et si je me mets à la place de la personne qui reçoit le message en double, il est possible que je ne prenne pas la peine de répondre. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Response from Vendor December 12, 2019 Merci beaucoup, Pamela, de votre avis sur IncognitoDesk. Pour le probleme que vous avez eu lors de l'envoie de message nous avons une correction qui sera deployee sur la plateforme ce lundi. Cette inquietude sera donc chose du passe. Merci encore! [View all Reviews](https://www.capterra.com/p/183052/IncognitoDesk/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.