--- title: "HelpDesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is HelpDesk the right Complaint Management solution for you? Explore 181 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/185973/HelpDesk/reviews/" page_type: "reviews" language: "en" --- HelpDesk 4.6 (181) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated July 24th, 2026 # Reviews of HelpDesk Ease of use 4.7 Customer Service 4.5 ## Pros and Cons in Reviews EM Emmanuel M Online Evangelism InnovatorReligious Institutions, 201 - 500 employeesUsed the software for: 6-12 months. “It's helpful that it integrates with Livechat and Chatbot services well, and allows us to track multiple sources of contacts so that none of our requests fall between the cracks.“ September 19, 2025 Ns Neel s CeoComputer Games, Self-employedUsed the software for: I used a free trial. “There refund policy, terms and service and customer support is complete scam they had blocked my account in trial period but they still charged me when the trial period ended and told me that I had to contact them to deactivate the subscription this even means they might had kept me charging for the services which they have blocked for every month until and unless I would have contacted their support and they are now not even refunding me the amount they charged for the subscription after the trial period ended for the services which they have blocked on their end for ke“ March 18, 2026 lp lebohang p helpdesk supportConsumer Services, 11 - 50 employeesUsed the software for: Less than 6 months. “i like working in a helpdesk environment because it allows me to assist people directly and solve problems in real time.“ February 16, 2026 DL David L Graphic DesignerAviation & Aerospace, 11 - 50 employeesUsed the software for: Less than 6 months. “We did have an issue with our Outlook rejecting the notices when people left messages.“ March 12, 2026 Noemi J Senior Risk and Fraud SpecialistEntertainment, 11 - 50 employeesUsed the software for: Less than 6 months. “I like the option to create canned templates and I love the read receipts, it helps a lot knowing the recipient opened the email.“ August 18, 2025 Daniel P Tech Support SpecialistInformation Technology and Services, 51 - 200 employeesUsed the software for: Less than 6 months. “I didnt like the fact the embeded ticket form does not allow to upload images or files straight out of the box.“ August 4, 2025 BL Bruna L Analyst supportInformation Technology and Services, 51 - 200 employeesUsed the software for: Less than 6 months. “The platform is easy to use, helps keep customer interactions organized, and improves response efficiency. While there are some areas that could be more flexible or streamlined, it remains a reliable tool for managing support tasks.“ March 19, 2026 PB Paul B Customer Support ManagerSports, 2 - 10 employeesUsed the software for: Less than 6 months. “Coming from LiveChat tickets, HelpDesk failed to tell that spam folders in LiveChat cannot be imported, while migrating to HelpDesk, and then discover that to do that it would have cost thousands using a third-party service, unacceptable!“ April 2, 2025 ## Showing most helpful reviews Showing 1-25 of 181 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Jessica B. Account Manager Consumer Goods Used the software for: I used a free trial ### "HelpDesk= Helpful " August 5, 2024 4.0 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. Review Source Response from Text August 9, 2024 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. EM Emmanuel M. Online Evangelism Innovator Religious Institutions Used the software for: 6-12 months ### "HelpDesk has great potential to help our workflow!" September 19, 2025 4.0 We liked the LiveChat tickets, and did not have a need for many of the extra features that are in helpdesk, but for what it offers, we have benefitted. We are looking forward to the features that have not carried over to the new version to be added again! Pros I appreciate the HelpDesk system, because it is competitive with features and and pricing to other similar services. It's helpful that it integrates with Livechat and Chatbot services well, and allows us to track multiple sources of contacts so that none of our requests fall between the cracks. Cons I do wish that helpdesk had better/deeper integration with chatbot. I wish that tags were connected with livechat, and that we could more easily find transcripts from tickets so we can get a fuller picture of a visitor's experience and questions. Creating more fluid tickets that can be updated based on multiple interactions from our website would be a major bonus. We would like to have more AI options and more customizable AI features in how it could respond to common questions. With the move to text.com as one app for all the services, there are still many features missing that we found helpful, especially to be able to customize views with filters. Please bring that back! Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing HelpDesk The price was similar and the integration more readily available. Switched from [LiveChat](https://www.capterra.com/p/62194/LiveChat/) Discontinued from LiveChat. We did not have a choice. Review Source Response from Text December 12, 2025 Hello Emmanuel. Thank you for taking the time to share such in-depth feedback. We’re glad to hear that you find HelpDesk competitive in terms of features and pricing, and that the integration with LiveChat and Chatbot, as well as the ability to track multiple contact sources, has helped ensure no requests are missed. We truly appreciate your detailed suggestions regarding deeper chatbot integration, tag synchronization with LiveChat, easier access to transcripts, more fluid ticket handling across multiple interactions, expanded AI capabilities, and customizable views with filters. Feedback like this is extremely valuable to us, especially as we continue developing text.com into a more unified platform. We understand how important these features are to your workflow and acknowledge that some functionality from previous versions is still being worked on. Thank you for choosing us. HelpDesk Team Jessica B. Owner Consumer Services Used the software for: Less than 6 months ### "Great help with helpdesk" July 12, 2026 4.0 Pros I absolutely love the feature of being able to hands on communicate to users that need to ask personalized questions in regards to service. I loved the way it's organized and feature friendly Cons The ai I implemented to respond first before connecting to live agent seems to get stuck in endless loops of repeating questions and answers Review Source DP Daniel P. Sales Mechanical or Industrial Engineering Used the software for: 6-12 months ### "Helpful Tips to Improve HelpDesk " June 6, 2025 3.0 Overall experience is basically described in the first two boxes above. The HelpDesk is just okay. It is there for us to be able to pick up and assign tickets, but it certainly lacks in some areas of functionality and I rated it 3 stars because I believe there is room for improvement. I think the focus should shift to actual functionality of what we do with these tickets in our workflow. Pros I like how all of the tickets are in one place, and they are easy to sort through by using the left and right arrows. It is helpful to have the dropdowns right there on the side to quickly and easily assign them to the right team(s) to be handled appropriately. Cons The main aspect that I do not like about the helpdesk is that if you assign a ticket to someone, or if someone assigns you a ticket, there is no notification email sent to the assignee. This would be very helpful when setting tasks to solve or close tickets. One other thing that I do not like about the help desk is that there is no option to download the ticket to send to an email. For example, sometimes we would like to directly email the ticket to another colleague at our company for review or feedback before marking solved or closing it out. Additionally, having the ability to convert a ticket to the chat archives would be helpful so we can then download the transcript from there and send to email. Essentially, the archive function in HelpDesk is useless and the ticket should go into the actually LiveChat archives. Review Source Response from Text June 9, 2025 Hi Daniel Thank you for taking the time to share your thoughts on HelpDesk. We really appreciate how detailed and thoughtful your review is—it’s clear you’ve carefully considered how the product fits into your team’s workflow. It’s great to hear that features like the centralized ticket view and quick assignment via dropdowns are working well for you. At the same time, we understand your concerns. From what you’ve described, many of these requests seem closely tied to a workflow that’s quite specific to your team. While we fully understand why these features would be helpful in your context, they don’t align with how the majority of our users interact with HelpDesk. For example, not all teams use HelpDesk together with LiveChat, so merging those experiences could introduce complexity or confusion for others. That said, your feedback is still valuable. It helps us better understand the range of use cases. Thanks again for your honest input—we truly appreciate it. Best, HelpDesk Team BA Bisola A. Content writing Marketing and Advertising Used the software for: I used a free trial ### "Simple, Efficient, and Reliable Customer Support Tool" March 31, 2026 4.0 Overall, my experience with HelpDesk has been positive. It has helped streamline communication and made customer support more organized and efficient. The platform is reliable and user-friendly, making it suitable for both beginners and experienced users. With a few improvements in customization and advanced features, it would be even better. Pros I like how tickets are organized in one place, which improves response time and efficiency. efficiency. The automation features and collaboration tools also make it easier for teams to work together and stay on top of customer requests. Cons While the platform is great overall, some advanced features can feel a bit limited compared to other tools. The customization options could be improved, and it sometimes takes time to fully understand all functionalities. Pricing may also be a concern for smaller teams or individuals. Review Source VR Verified Reviewer Tech Support Specialist Information Technology and Services Used the software for: Less than 6 months ### "Best support ticket solution out there!" August 4, 2025 5.0 Excellent, all tickets are now tracked, managed and resolved while giving me a clear complete picture of their status. Pros The ability to streamline Ticket management and resolution as well as the ability to open a ticket from a live chat! Cons I didnt like the fact the embeded ticket form does not allow to upload images or files straight out of the box. Alternatives considered [HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) Reason for choosing HelpDesk Customer Support and user experience was great from the beginning. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) We needed an upgrade that allowed livechat Review Source Response from Text August 6, 2025 Hello, Thank you for taking the time to share your experience with HelpDesk. We’re thrilled to hear that our platform has helped streamline your ticket management and resolution process, and that the live chat integration has been a valuable upgrade for your team. We also appreciate your feedback regarding the embedded ticket form and file upload capability. Input like yours helps us identify opportunities for improvement so we can continue enhancing the user experience. We’re glad our customer support and onboarding experience met your expectations from the very beginning. It’s wonderful to know we’ve been able to provide the upgrade you were looking for. Thanks again for choosing HelpDesk—we’re excited to keep supporting your success! Warm regards, HelpDesk Team AL Aikie L. Customer Support Entertainment Used the software for: Less than 6 months ### "A Reliable Tool for Streamlined Support" September 16, 2025 5.0 Overall, my experience with HelpDesk has been very positive. It’s an efficient tool that makes tracking and resolving issues much easier, and it helps improve communication across the team. Pros What I liked most about HelpDesk was how easy it was to navigate. The interface felt intuitive, so I could quickly find what I needed without wasting time. Cons At first, the system had a bit of a learning curve, but once I got familiar with it, it became much easier to use. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) To use just one tool within our team and much easier to use Review Source Response from Text December 12, 2025 Hello Aikie. Thank you for sharing your experience with HelpDesk. We’re glad to hear that you found the interface intuitive and easy to navigate, allowing you to quickly find what you need. It’s also great to know that, after a short learning curve, the system became easier and more efficient to use. We’re happy that HelpDesk has helped simplify issue tracking, resolution, and team communication, and that choosing a single, easy-to-use tool has been beneficial for your team. Thank you for taking the time to share your feedback and for trusting HelpDesk. Best regards, HelpDesk Team SL Simon L. Affiliate manager Marketing and Advertising Used the software for: 6-12 months ### "Great product" October 20, 2025 5.0 averall experience was very good. I would definitiely suggest your service to other colleagues working in other companies Pros Easy to use, graphics, best product in the field, team collaboration, improving my role, easy to integrate, Cons although I was not directly involved, implementation, comparison with competiros, averall experience was very good. Switched from [Intercom](https://www.capterra.com/p/134347/Intercom/) Expensive, not user friendly, the opposite of your product Review Source Response from Text December 12, 2025 Hello Simon. Thank you for your feedback and for the strong recommendation! We’re thrilled to hear that you find HelpDesk easy to use, visually appealing, effective for team collaboration, and simple to integrate. It’s great to know the platform has had a positive impact on your role. We appreciate your comments regarding implementation and comparisons with other solutions, and we’re glad that your overall experience has been very positive. Your willingness to recommend our service to colleagues at other companies means a great deal to us. Thank you for choosing HelpDesk and for your trust. Best regards, HelpDesk Team DL David L. Graphic Designer Aviation & Aerospace Used the software for: Less than 6 months ### "Well-Organized Interface and Easy Ticket Management" March 12, 2026 5.0 What I like best about HelpDesk is the browser interface. The layout is clean and well organized, making it easy to navigate between tickets, track conversations, and manage requests without confusion. Pros HelpDesk was very easy to set up and configure. Managing tickets is straightforward, and assigning them to the right team member takes just a few clicks. It has made organizing and tracking support requests much more efficient. Cons We did have an issue with our Outlook rejecting the notices when people left messages. However, we were able to resolve it by adding helpdesk to our whitelist. Switched from [Conversational Cloud](https://www.capterra.com/p/225424/Conversational-Cloud/) Liveperson stopped offering live chat services. Review Source VV Valdis V. Operations Manager Gambling & Casinos Used the software for: Less than 6 months ### "Not a perfect fit for my use case, but could be good for others " March 13, 2025 4.0 I find it quite good, but not a perfect fit for my use case, so I'd evaluate my experience with Mostly positive or NPS 6.99999999. Pros It's intuitive for users, managers and administrators and requires little retraining for users coming over from other platforms. API documentation looks very promising and looks like it would work well. Web interface works quickly and reliably. Workflow automations look like they could work well with some setup. Cons Default reports and analytics are rudimentary and make it difficult to investigate problem cases and outliers without additional setup. Insights are paywalled and you'll be better off building a custom dashboard. The entire platform and workflow seems to be geared towards a very specific model of support and may not work as well for others, especially for applications with repeat customers. Switched from [LiveChat](https://www.capterra.com/p/62194/LiveChat/) End of life for Livechat Tickets that was used by the vendor. Review Source Response from Text March 18, 2025 Hello Valdis! Thank you for your valuable feedback. We appreciate you taking the time to share your thoughts with us. We’re glad to hear that you find the HelpDesk platform intuitive and that the API documentation is promising. We also value your input about the areas where improvements could be made, particularly regarding reports, analytics, and insights. We understand that every use case is unique, and we're continuously working to enhance our features to better fit the diverse needs of our users. Your feedback will certainly help guide us in the right direction. If you have any other suggestions or need assistance with setup or customizations, please feel free to reach out. We're here to help and would love to ensure you get the most out of the platform. Best regards, HelpDesk Team NJ Natalia J. Chatbot Designer Gambling & Casinos Used the software for: 2+ years ### "Reliable and User-Friendly HD System" August 19, 2025 5.0 Pros The HD system functions correctly and reliably, fulfilling all of its basic purposes; it is intuitive, well-organized, and easy to navigate for users of all levels. Cons The system works properly, but it lacks a few features: - Bulk messaging – would allow faster management of a larger number of tickets. - Custom ticket statuses and states – would provide greater flexibility and better alignment with processes. - Saving the entire thread to a file (e.g., PDF) – would make archiving and sharing cases easier. - Clear chat display in the ticket – similar to LiveChat archives, in bubble format, which would greatly improve readability. - Deleting multiple files and images from threads at once – would allow tidying up tickets and removing incorrectly added data. Review Source Response from Text December 12, 2025 Hello Natalia. Thank you for your detailed and thoughtful feedback. We’re glad to hear that you find the HelpDesk system reliable, intuitive, and easy to navigate for users of all experience levels. It’s great to know that it fulfills its core purpose effectively. We also truly appreciate your constructive suggestions regarding bulk messaging, custom ticket statuses, exporting full threads, improved chat readability, and managing attachments more efficiently. Feedback like this is extremely valuable to us and helps guide the direction of future enhancements. If you ever have questions, need assistance, or would like to discuss your ideas further, please remember that our support team is always available and happy to help. Thank you for taking the time to share your experience with us. Best regards, HelpDesk Team JH Justine H. Executive Assistant Consumer Goods Used the software for: Less than 6 months ### "Efficient and Effective" September 22, 2025 5.0 My experience has been very positive, as it has helped both myself and my team work more efficiently together to resolve customer issues. Pros I appreciate being able to handle customer requests and outstanding issues, work collaboratively with my team, and maintain organized historical data through the tag system. Cons It would be really helpful to have the option to tag or follow a specific ticket without automatically receiving an email for every single update. My inbox gets quite busy, and the constant notifications can be overwhelming. Review Source Response from Text December 12, 2025 Hello Justine. Thank you for sharing your feedback! We’re glad to hear that HelpDesk helps you manage customer requests, collaborate effectively with your team, and stay organized using the tag system. It’s great to know the platform has contributed to more efficient teamwork and issue resolution. We also appreciate your suggestion about having more flexible notification options when following or tagging tickets. Managing inbox noise is an important part of productivity, and feedback like this helps us identify ways to improve the experience. Thank you for taking the time to share your thoughts and for using HelpDesk. Best regards, HelpDesk Team IV Ivan V. Customer Success Representative Gambling & Casinos Used the software for: Less than 6 months ### "Helpdesk: benefits and drawbacks " November 10, 2025 5.0 Pretty good so far, the learning curve wasn’t to complicated all. Team collaboration is also pretty good, it’s easy to assign tickets to each other. Pros I like how simple it’s is to navigate through the Helpdesk, like making it easier to track, prioritize, and manage issues Cons If tickets are misrouted or the system is too rigid, sometimes errors may occur. Also relying solely on tickets may reduce direct human interaction, which some customers prefer. Review Source Response from Text December 12, 2025 Hello Ivan. Thank you for sharing your feedback. We’re glad to hear that HelpDesk makes it easy to navigate, track, prioritize, and manage issues, and that team collaboration and ticket assignment have been working well for you. It’s great to know the learning curve felt manageable. We also appreciate your thoughtful comments about ticket routing, flexibility, and the importance of human interaction. Feedback like this helps us continue improving both workflows and the overall customer experience. Thank you for taking the time to share your experience and for using HelpDesk. Best regards, HelpDesk Team ER Erika R. Customer Support Agent Insurance Used the software for: Less than 6 months ### "Everyday use!" October 10, 2025 5.0 Everyday routine! Easy tracking of stats, new tickets and live chats. Everyday keeping an eye ensuring I'm doing better! Pros Managing all my needs in one place! Live chats, tickets, all the stats and information needed easy to use and access! Cons Sometimes I experience a glitch. I do not receive the notification of the new live chats in the queue. Review Source Response from Text December 12, 2025 Hello Erika. Thank you for your feedback! We’re glad to hear that managing live chats, tickets, and performance stats all in one place has made your daily workflow easier and more efficient. We appreciate you mentioning the occasional issue with live chat notifications. Feedback like this is important to us, and it helps us continue improving reliability and performance. If the issue persists, our support team is always available and happy to help investigate further. Thank you for sharing your experience and for making HelpDesk part of your everyday routine. Best regards, HelpDesk Team RA Robiulawal A. Assistant Manager- Customer Support Computer Software Used the software for: Less than 6 months ### "One Stop Solution for Ticket Management" June 26, 2025 4.0 I find helpdesk to be a perfect tool for ticketing automations, interface can improve, analytics can improve. Pros Ease of integrations and workflow automations. Ticket life cycle is simple and understandable for agents Cons User interface is bit sluggish, not much customization option in analytics. Exports can improve a bit. Review Source Response from Text July 1, 2025 Hello Robiulawal! Thank you for your valuable feedback. We truly appreciate you taking the time to share your experience with our helpdesk tool. We're glad to hear that you find the ticketing automation and workflow simplicity helpful for your team. We also take your suggestions seriously—improving the user interface, enhancing analytics customization, and refining export capabilities are all areas we're actively working on. Your insights help us prioritize what matters most to our users. Thanks again for your thoughtful review. Best regards, HelpDesk Team NF Nicole F. Service Advisor Online Media Used the software for: 1-2 years ### "Help Desk is Great" October 7, 2025 5.0 So far its been a great experience with HelpDesk I will recommend it to anyone - super efficient and fast Pros Its very helpful- especially when you need fast access to assistance. And useful when you truly need something. Cons I don't have any complaints about HelpDesk, I always found it to be a useful tool - especially while you are working Review Source Response from Text December 12, 2025 Hello Nicole. Thank you for your kind feedback! We’re happy to hear that HelpDesk has been helpful, especially when fast access to assistance is needed. It’s great to know that you’ve consistently found it to be a useful tool in your daily work. We truly appreciate your recommendation and are thrilled that your experience has been so positive. Thank you for trusting HelpDesk—we’re always here if you need support. Best regards, HelpDesk Team SF Salvatore F. Employee Human Resources Used the software for: Less than 6 months ### "One of the best ticket platform" August 29, 2025 5.0 Very good definitely among the best ticket managers I have ever used, small things to improve but many positive aspects Pros I really like the ease of use of the platform, the speed of management thanks to the pre-set responses Cons It would certainly be better if tickets assigned to other departments disappeared directly without having to refresh the page Review Source Response from Text December 12, 2025 Hello Salvatore. Thank you for your feedback! We’re happy to hear that you appreciate the ease of use of the platform and the efficiency gained through pre-set responses. It’s great to know that HelpDesk stands out as one of the best ticket managers you’ve used. We also appreciate your suggestion regarding ticket updates when they’re assigned to other departments. Feedback like this helps us identify small areas for improvement as we continue enhancing the overall experience. Thank you for sharing your thoughts and for your support. Best regards, HelpDesk Team AR Adriana R. Customer Service rep Consumer Services Used the software for: Less than 6 months ### "User friendly and efficient " September 8, 2025 5.0 It has been great so far, I’m looking forward to new updates and features of the app and great website Pros Is very user friendly and very intuitive. Very easy to find the pages needed and add any necessary tags Cons Sometimes if it’s too busy it will become slower. Like if there are too many chats or emails to handle. Review Source Response from Text December 12, 2025 Hello Adriana. Thank you for your feedback! We’re glad to hear that you find the platform user-friendly and intuitive, and that navigating pages and adding tags is easy for you. It’s great to know your experience has been positive so far. We appreciate you pointing out the performance slowdowns during busy periods. This kind of feedback is very helpful as we continue working on optimizations and improvements. We’re excited that you’re looking forward to upcoming updates and new features, and we appreciate your continued support. Best regards, HelpDesk Team CL Cece L. Program Coordinator Education Management Used the software for: 6-12 months ### "It works and could be improved" April 24, 2025 3.0 I have used LiveChat and Helpdesk at work to field questions and concerns about one or two days a week as part of my job. I find that the most useful features are chatting in real time and collecting info, like email, to use in follow-ups if we are unable to follow up in real time. Pros The chat feature works and is effective, and I like that we can pre-collect information such as the visitor's email and region in the case that we need to follow up afterwards. Cons The difference between HelpDesk and LiveChat is confusing to me and their being two separate sites feels redundant and unnecessary - that is another tab to have open because when I am responsible for being on LiveChat, I am also responsible for being on HelpDesk. The ticketing interface is also not as intuitive and straightforward as it could be. Review Source Response from Text April 25, 2025 Hello Cece! Thank you for taking the time to share your feedback – we really appreciate it. We’re glad to hear that the chat functionality and info collection features are working well for you. Regarding your note about the split between HelpDesk and LiveChat – we understand how having to juggle two separate tabs could be frustrating. However, you can manage tickets directly within the LiveChat app – no need to switch between platforms. You’ll find your ticket list right there, which should simplify your workflow. Thanks again for your thoughtful input – it really helps us make the product better. Warm regards, HelpDesk Team RB Richard B. Customer Service Agent Transportation/Trucking/Railroad Used the software for: Less than 6 months ### "New User to Helpdesk" March 12, 2026 5.0 Up to now a positive experience and a solid platform for messaging both internal and external/private. Pros The helpdesk is easy to use and has good functions for tagging different people to messages and good function for internal/private messages Cons I have not yet come across any issues, i have not found any bugs, issues or anything. I have only used the platform for internal and external messaging. Review Source VR Verified Reviewer Marketing Strategist. Customer Support Management Consulting Used the software for: Less than 6 months ### "Great for a future relation with ticketing platform" January 20, 2025 4.0 Its been amazing so far, feel that i can trast them, mainly trusting that all of my gmails are sync with the tickets. Pros its quite intuitive to learn the basics. the help center with the chat is very fast and support team very helpful. it has very optimized sinc with your gmail accounts. Cons they are not running some feathers, mostly regarding the canned replies and email templates or rules. for example there is not much freedom to create rules regarding automatization, you need to follow their 4 or 5 rules available. Review Source Response from Text January 21, 2025 Hello! Thank you for taking the time to share your experience with us. We’re thrilled to hear that you find our platform intuitive and that our support team has been able to assist you effectively. We also appreciate your feedback on the features related to canned replies, email templates, and automation rules. We’re always working to improve, and your insights are valuable in helping us identify areas for enhancement. We’re excited that you trust us to keep your Gmail accounts in sync with your tickets, and we look forward to continuing to support you on your journey with our platform. Best regards, HelpDesk Team SM Sherry M. Executive Manager Leisure, Travel & Tourism Used the software for: Less than 6 months ### "Quick assistance " August 7, 2025 5.0 My overall experience included asking how to do various tasks and being able to get immediate feedback and assistance Pros I am grateful to have the HelpDesk. I liked that I can get immediate assistance for any question that I have Cons So far my experience with HelpDesk has been great. I do not have any negative comments about HelpDesk Review Source Response from Text December 12, 2025 Hello Sherry. Thank you for your kind feedback and for taking the time to share your experience. We’re glad to hear that HelpDesk provides the immediate assistance and support you need for your daily tasks. It’s great to know that your experience has been positive and that our responsiveness has been valuable to you. We truly appreciate your trust and support. Best regards, HelpDesk Team VM Vanessa M. Help-desk Entertainment Used the software for: Less than 6 months ### "Easy to use and set up functions for streamline responses" February 9, 2026 4.0 Pros easy to use. It was user friendly and simple to find the functions. i like the way the canned responses are available Cons All good. There wasn't anything that i particularly disliked to write about. Maybe just an option to have a personalised display Review Source CW Christopher W. Service Electrical/Electronic Manufacturing Used the software for: 1-2 years ### "Review of helpdesk cw" March 7, 2025 5.0 Overall experience is nice I’m glad that we have this opportunity for customers to get answers to their questions. Pros It’s pretty easy to get the access to the customers that are requesting to help Cons If you’re logged out at sometimes difficult to get logged back in Review Source Response from Text March 17, 2025 Hello Christopher! Thank you for sharing your experience with HelpDesk. We’re happy to hear it’s been easy for you to connect with customers and help them get answers. We appreciate you mentioning the login issue—we'll share that with the team so we can look into making things smoother. Feedback like yours really helps us improve. Thanks again for taking the time, and if you ever have more thoughts, we’d love to hear them. Best, HelpDeak Team AS Amos S. Customer support agent Gambling & Casinos Used the software for: Less than 6 months ### "Helpdesk system user friendly" March 8, 2025 5.0 I really enjoy doing the tickets because it showes you where the email starts if the player replyed to the email from the biggening Pros help desk is easy to navigate and its easy to understand with everything filtered correctly Cons That the duplicated emails are not filtered into one, if a player sent more than one email, i will have to go filter according to email Review Source Response from Text March 17, 2025 Hello Amos! Thank you for sharing your thoughts. We’re glad to hear you find HelpDesk easy to navigate and that it makes working with tickets more straightforward. We appreciate you pointing out the challenge with duplicate emails. We know how helpful it would be to have those conversations grouped together, and we’ve shared your feedback with the team. Thanks again for taking the time to write this review. We’re happy to have you with us, and if you have more suggestions down the line, we’d love to hear them. Best regards, HelpDesk Team ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.