--- title: "HelpDesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is HelpDesk the right Customer Service solution for you? Explore 183 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 (183) [View alternatives](https://www.capterra.com/p/185973/HelpDesk/alternatives/) 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 September 16th, 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 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 Jessica B OwnerConsumer Services, 2 - 10 employeesUsed the software for: Less than 6 months. “I absolutely love the feature of being able to hands on communicate to users that need to ask personalized questions in regards to service.“ July 12, 2026 JB Jonny B Application SpecialistReal Estate, 51 - 200 employeesUsed the software for: 1-2 years. “It can also be buggy on both the application and web app such as being unable to type into the textbox after trying to tag another agent in private chat.“ October 7, 2024 AT Annette T Relationships ManagerE-Learning, 11 - 50 employeesUsed the software for: Less than 6 months. “It allows me to help my customers immediately when they are struggling, if we are online. If we are not it allows them to message us and we get to them as quickly as we can.“ April 30, 2025 DB Dimitri B ggggAccounting, 11 - 50 employeesUsed the software for: 1-2 years. “At times, the system felt a bit limited in terms of customization and reporting features.“ October 2, 2025 ## Showing most helpful reviews Showing 1-25 of 183 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Noman Z. CEO Marketing and Advertising Used the software for: 2+ years ### "10/10 Hands Down The Best Live Chat Software" August 19, 2026 5.0 I've been using LiveChat since 2019 and it has only gotten better over time. I've used in 3 agencies (including mine). Back in 2019 in my first account management job, I was tasked with starting a late shift to cater to the Australian and Eastern markets. The canned responses saved my live from the huge influx of chats I used to get while managing them alone :) It just makes it easier for people to start chatting with, whether it's for sales, support, or project management. For my own agency and brands, it's working seamlessly and making it easier for me to turn engage traffic. Pros Clean interface, easy setup, integrations with major apps, and best bang for the buck. Doesn't have much of a learning curve so it can be easily used by new resources. Cons The basic plan should have some analytics features. I think it should also have an identifier perhaps when bots from Google or Meta (usually traffic from Ireland) crawl a website. Switched from [tawk.to](https://www.capterra.com/p/167792/tawk-to/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Tawk.to is just not that good. Zendesk has bit of a learning curve and not as clean an interface as LiveChat Review Source 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 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 RT Ricardo T. Director Computer Software Used the software for: 2+ years ### "Simple and reliable customer support tool" July 30, 2026 5.0 A reliable and simple tool that makes managing customer support much easier. It works well for our day-to-day needs. Pros HelpDesk is easy to use, quick to set up, and keeps all customer conversations organised. The interface is clean and straightforward. Cons Some of the more advanced customisation and reporting options could be expanded. However, this has not affected our day-to-day use, and the platform already provides everything we need to manage customer support effectively. 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 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 [LivePerson](https://www.capterra.com/p/225424/Conversational-Cloud/) Liveperson stopped offering live chat services. Review Source 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. 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 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 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 TH Tanya H. Director of Digital Operations Banking Used the software for: 6-12 months ### "Great Ticketing Solution" February 16, 2025 5.0 It has been a great way for our members to leave feedback and interact with us. The admin is intuitive and our employees appreciate the friendly interface. Pros We appreciate the ease with which HelpDesk integrates into our LiveChat application. Cons Prior to HelpDesk, there were no additional costs for these features. It works great, so the biggest frustration is the added expense, as opposed to anything with functionality. Switched from [LiveChat](https://www.capterra.com/p/62194/LiveChat/) LiveChat discontinued their native solution and replaced it with HelpDesk Review Source Response from Text February 18, 2025 Hello Tanya! Thank you for taking the time to share your thoughts on HelpDesk. We're thrilled to hear that you appreciate how seamlessly it integrates with LiveChat and that your team finds the interface intuitive and user-friendly. We completely understand your concerns about the additional costs, and we truly appreciate your honest feedback. Our goal is to provide a robust and efficient ticketing solution that enhances your customer interactions, and we’re always looking for ways to add even more value. It's great to know that HelpDesk has been a useful tool for gathering feedback and improving engagement with your members. If you ever have any suggestions or need assistance, we’re here to help. Thanks again for being part of our community—we truly appreciate your support. Best regards, HelpDesk Team NC Nick C. Director of Support and Technology Computer Software Used the software for: 2+ years ### "Very happy with Helpdesk" January 9, 2025 5.0 We came from using Netsuite which was a nightmare. We looked at Zendesk and some other platforms but the price to feature offering from Helpdesk was appealing. We have not been disappointed at all. Pros Ease of use in UI, features with workflows that make automation simple. Customization to brand it to our product. Cons No problems currently, they have added a lot of our requests. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing HelpDesk Price, and our experience having already used Livechat. Switched from [NetSuite](https://www.capterra.com/p/135757/NetSuite/) Everything about Netsuite gave us problems. It was not a good support ticket platform. Review Source Response from Text January 15, 2025 Hello Nick! Thank you for taking the time to share your experience with HelpDesk. We’re thrilled to hear that you’re happy with our platform and its ease of use, workflows, and customization options. Your feedback about switching from NetSuite and choosing us over other alternatives like Zendesk means a lot to us. It’s incredibly rewarding to know that our features and pricing met your expectations and that we’ve been able to address your requests along the way. We’re dedicated to continuing to improve and ensure HelpDesk remains a valuable tool for your team. If there’s ever anything more we can do to enhance your experience, please don’t hesitate to reach out. Thank you for trusting HelpDesk to support your needs—we’re so grateful to have you on board. Best regards, HelpDesk Team MM Myrel M. Customer service agent Consumer Services Used the software for: 6-12 months ### "Excellent and impressive service helpdesk provide" October 2, 2025 5.0 My overall experience with HelpDesk has been overwhelmingly positive. The platform is intuitive and easy to navigate, making it simple to request assistance whenever I encounter any issues or have questions. The support team is prompt, knowledgeable, and always willing to provide clear and actionable solutions. Whether I need help with technical problems, guidance on using specific tools, or clarification regarding processes, HelpDesk consistently delivers reliable support. The comprehensive resources and user-friendly features have contributed to a smooth and efficient experience, and I feel confident knowing that help is always easily accessible when I need it. Pros The Helpdesk provides us with a convenient way to request assistance, particularly for technical issues or questions regarding specific tools and processes. It is user-friendly, easy to access, and features a straightforward design that makes navigation simple. Cons Honestly, I can’t think of any significant shortcomings, as the Helpdesk is exceptionally comprehensive in the support it provides. Nearly every concern or question I’ve had has been addressed efficiently, whether it relates to technical issues, navigating tools, or understanding processes. The scope and responsiveness of their assistance make it feel like virtually every aspect is covered, resulting in a highly satisfactory user experience overall. Review Source Response from Text December 12, 2025 Hello Myrel. Thank you for such a thoughtful and detailed review. We’re delighted to hear that HelpDesk provides a convenient, user-friendly way to request assistance and that the platform’s design and navigation make it easy to use. It’s especially rewarding to know that our support team has been prompt, knowledgeable, and able to provide clear, actionable solutions across a wide range of topics—from technical issues to guidance on tools and processes. Your feedback about the comprehensiveness and reliability of our support truly means a lot to us. Thank you for taking the time to share your experience and for your trust in HelpDesk. We’re always here if you need assistance and look forward to continuing to support you. Best regards, HelpDesk Team RM RUBEN M. Product Owner Computer Software Used the software for: 1-2 years ### "Great option for a mid sisze company and above." September 18, 2025 4.0 In overall Helpdesk is a good option for a mid size company and above. If you have a small size company find another solution. Pros Is a complete tool to manage your tickets from al your departments: Sales, customer support and any other Cons It is a little pricey Another tickets apps in the market offer the same experience and tools for a less money Review Source Response from Text December 12, 2025 Hello Ruben. Thank you for your honest feedback. We’re glad to hear that you find HelpDesk to be a complete tool for managing tickets across multiple departments, including sales and customer support. It’s great to know that it works well for mid-sized and larger teams. We appreciate your perspective on pricing and understand that cost is an important factor when choosing a solution. Your feedback helps us better understand how different teams evaluate value, and we’re continually working to ensure our features, reliability, and support justify the investment. Thank you for taking the time to share your experience with us. Best regards, HelpDesk Team MV Ma.Theresa V. Analyst Computer & Network Security Used the software for: Less than 6 months ### "Helpdesk Feedback" September 18, 2025 5.0 The Help Desk provides reliable and supportive assistance, ensuring most issues are resolved in a timely and professional manner. While there are areas that could be improved, such as proactive follow-ups and broader technical knowledge, the overall experience is positive and contributes significantly to smooth operations. Pros Quick response times to tickets and inquiries Friendly and professional communication from agents Clear guidance and step-by-step support provided Willingness to go the extra mile to resolve issues Cons Some delays in resolving complex issues Occasional lack of proactive follow-up Limited availability during peak hours Knowledge gaps in certain technical areas Review Source Response from Text December 12, 2025 Hello Ma.Theresa. Thank you for taking the time to share such detailed feedback. We’re glad to hear that you value our quick response times, clear step-by-step guidance, and the friendly, professional approach of our support agents. It’s especially rewarding to know that our team’s willingness to go the extra mile has made a positive impact on your experience. We also appreciate your honest insights regarding complex issue resolution, proactive follow-ups, availability during peak hours, and technical knowledge coverage. Feedback like this is extremely valuable and helps us identify where we can continue improving our support processes and team capabilities. Thank you for your thoughtful review and for trusting our HelpDesk to support your operations. Best regards, HelpDesk Team RH Ron H. Client Relationship Management Information Technology and Services Used the software for: 1-2 years ### "Easy to Use, Intuitive." May 28, 2025 5.0 My overall experience with HelpDesk has been incredible, thus far. It allows me to streamline my workflow and incorporate it seamlessly into my other applications (HubSpot, etc.). Pros I appreciate how intuitive it can be. I love the fact that it tracks all of the traffic in a concise, easy-to-read format. Cons I dislike the fact that you can't sort through HelpDesk tickets by other identifiers (i.e., Subject (Website Contact Form Submission), Custom Quote Forms, etc.). This type of implementation would be essential in providing a little more fluidity with working through tickets/submissions. Review Source Response from Text May 29, 2025 Hello Ron! Thank you for taking the time to share your experience with HelpDesk. We're thrilled to hear that you find the platform intuitive and helpful in streamlining your workflow—especially when it comes to integrating with tools like HubSpot. We also truly appreciate your constructive feedback regarding ticket sorting by identifiers like subject lines or form types. Insights like yours help us better understand user needs and continuously improve the platform to serve you even better. Thanks again for being a part of the HelpDesk community. We're grateful to have you with us and are here to support you every step of the way. Warm 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 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 VR Verified Reviewer Developer Information Services Used the software for: Less than 6 months ### "Help Desk chat support experience" August 21, 2025 4.0 I have had a fair amount of experience with this tool, in particular I found the integration into websites very easy and the possibility of customizing the graphic layout. Pros The graphical interface is very intuitive and allows for quick interaction with the user you are chatting with. Cons I don't find sending attachments very easy when you're chatting with someone. The user experience could be improved. Review Source Response from Text December 12, 2025 Hello! Thank you for your feedback! We’re glad to hear that you find the graphical interface intuitive and that interacting with users is quick and easy. It’s also great to know that website integration and customization options have been valuable to you. We appreciate your comments regarding the attachment experience during chats. Constructive feedback like this helps us identify areas where we can further improve usability. Thank you for taking the time to share your experience and for using our tool. 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 RH Rodney H. Admin Apparel & Fashion Used the software for: Less than 6 months ### "Help desk review" January 20, 2026 5.0 Pros I use this app at my current job every day. It is helpful with the job I am doing now. The help desk is helpful. Cons It can take moment to understand the app sometimes. Maybe it needs to be more user friendly and have no AI. Review Source 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 AK Achi K. Cuatomer Support Gambling & Casinos Used the software for: 1-2 years ### "Great platform" June 1, 2025 5.0 I've had a great experience with Helpdesk. With help of Helpdesk our customer satisfaction has improved. Pros It's user friendly, very easy to use and versatile, has great features and the fact that we can customize our experienece is the best part. Cons Sometimes it's buggy, but for the most part there are no issues, I'm using it for more than a year but tgere hasn't been major issues. Review Source Response from Text June 3, 2025 Hello Achi! Thank you for your review. We're really glad to hear that HelpDesk has been working well for you, and that it's made a difference in your customer satisfaction — that's what we’re here for. We appreciate your feedback about occasional bugs, too. It helps us keep improving, so your experience keeps getting better. Thanks again for being with us for over a year — we’re happy to have you on board! Best regards, HelpDesk Team 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. 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