# Page 3 | HelpDesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - Is HelpDesk the right Help Desk solution for you? Explore 180 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/185973/HelpDesk/reviews --- HelpDesk 4.6 (180) 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 April 15th, 2026 # Page 3 - Reviews of HelpDesk ## Showing most helpful reviews Showing 51-75 of 180 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 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 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 , 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 LS Luana S. Analista de suporte Computer Games Used the software for: Less than 6 months ### "Simples e pratico" October 16, 2025 4.0 Tenho gostado bastante da plataforma; é fluída, intuitiva e de fácil utilização e compreensão. Consegui aprender rápido como usar. Pros Acho o sistema simples, pratico, usual. Gosto da forma que é integrado ao meu sistema de CRM que uso na empresa. Cons No momento, não tenho apontamentos ou observações a fazer sobre a plataforma do , tenho gostado bastante de usá-la Review Source Response from Text December 12, 2025 Hello Luana. Thank you for your feedback! We’re happy to hear that you find HelpDesk simple, practical, and user-friendly, and that the CRM integration works well for your needs. It’s great to know the platform felt intuitive and easy to learn. We truly appreciate your positive comments and are glad you’ve enjoyed using HelpDesk. Thank you for taking the time to share your experience, and please don’t hesitate to reach out if you ever need support. Best regards, HelpDesk Team CM Coral M. Support ninja Consumer Services Used the software for: 1-2 years ### "Customer service tool" April 24, 2026 5.0 I love using and it really is an asset to our company. It makes reaching out to the customers so easy. Pros The best thing about for me is that everything I need to provide excellent customer service is available under the same app. Moreover, I can see if the customer read my email or not as that way I can keep checking in with the customer. Cons The only thing that I dislike about Dashboard is the AI system that it uses to draft automatic replies sometimes, because it has not been trained enough. Review Source jG joey G. Field Service Technician Technical Support Consumer Goods Used the software for: 1-2 years ### "HelpDesk will improve your company and employees" March 5, 2025 5.0 Wonderful, fast, efficient and a time saver. It allows my employees to communicate with customers that need support in a timely manner and in a format that is neat clean and simple. Pros It gives me the availability to have customer support when no one is available and we can reach back out to insure our customer is helped. Cons Nothing it works exactly as a want it to it is the best thing I’ve used for remote customer service Review Source Response from Text March 6, 2025 Hello Joey! Thank you for your thoughtful review. We’re thrilled to hear that HelpDesk has been a game-changer for your company and employees. Knowing that it helps you provide seamless customer support, even when no one is available, truly makes our day. We appreciate your kind words about its efficiency, simplicity, and time-saving benefits. Your feedback motivates us to keep improving and delivering the best possible experience for you and your team. If there’s ever anything we can do to make HelpDesk even better for you, please don’t hesitate to reach out. Thanks again for your support! Best regards, HelpDeak Team TS Tim S. IT Project Manager Computer Hardware Used the software for: 6-12 months ### "Overall very convenient" March 11, 2025 5.0 Overall it's been very helpful in managing tickets. Pros Keeps things organized and tidy. The big benefit is the read receipts as confirming delivery of responses. The other features like canned responses for common issues and automated tasks based on pending tickets is very useful. Cons Sometimes the replies from a customer includes the entire reply chain instead of just the most recent reply, but that's it. Switched from [LiveChat](https://www.capterra.com/p/62194/LiveChat/) The LiveChat ticket system was coming to a close, was forced to change to . Review Source Response from Text March 17, 2025 Hello Tim! Thank you for sharing your feedback. We’re glad to hear HelpDesk has been helpful in keeping things organized, and that features like read receipts, canned responses, and automated tasks are making your workflow easier. We appreciate you mentioning the reply chain—our team is always looking for ways to improve the experience, and feedback like this helps a lot. Thanks again for making the switch and for being with us. If you ever have more suggestions, we’re all ears. Best, HelpDesk Team JW Jenika W. Customer service host Computer Games Used the software for: Less than 6 months ### "Awesomeness " December 6, 2025 5.0 Pros It’s fast and eddies my I can actually see a big difference from the previous application that we had used Cons I don’t like the way it lags I’m sure it’s not my network because everything else works perfectly fine Review Source Response from Text December 12, 2025 Hello Jenika. Thank you for your feedback. We’re glad to hear that you’ve noticed a significant improvement in speed and efficiency compared to your previous solution. We’re sorry to hear about the lag you’ve experienced and understand how this can be frustrating. Your feedback is important to us, and we’ll take it into consideration as we continue working on performance improvements. If the issue persists, please feel free to reach out to our support team—we’re always here to help investigate further. 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 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 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 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 mW melissa W. Administrator Consumer Services Used the software for: Less than 6 months ### "quick and nice" August 26, 2025 5.0 wish i could of made it work because its hard to find companies that are reponsive to your needs which in this day and age isnt easy to find Pros They quickly helped resolve my issues and were very quickly to reply back as well, which is important to me Cons that is had an issue in the first place, i couldnt make my product work on my website so had to request a cancellation Review Source Response from Text December 12, 2025 Hello Melissa. Thank you for sharing your experience with us. We’re glad to hear that our team was quick to respond and assist you, and we truly appreciate you recognizing the importance of timely support. We’re sorry to hear that you encountered issues getting your product to work on your website, and we understand how frustrating that can be. While we regret that it led to a cancellation, we’re grateful for your kind words about our responsiveness. Feedback like yours helps us continue improving, and we appreciate the opportunity to have supported you. Best regards, HelpDesk Team AT Annette T. Relationships Manager E-Learning Used the software for: Less than 6 months ### "HelpDesk Tickets Review BC/HS/HH" April 30, 2025 5.0 Experience has been good. We have not complaints about how the system works, our overall complaint is that we now have to pay for it when previously it was free with LiveChat. Pros 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. Cons That it is now a separate subscription from LiveChat an it is expensive, used to be free with our LiveChat subscription. Review Source Response from Text May 5, 2025 Hello Annette! Thank you for sharing your feedback. We’re glad to hear the system has helped you support your customers quickly and effectively, whether live or via messages. That kind of impact is exactly what we aim for, so it’s great to know it’s working well for your team. We also appreciate your honesty regarding the change in subscription and cost. We understand that shifting from a bundled model to a separate subscription can be frustrating, and your feedback is important as we continually evaluate how we offer and package our services. If you have any additional thoughts or suggestions on how we could improve the value of the product or ease the transition, we’d love to hear them. Your insights help shape future updates and decisions. Thanks again for being a part of our community. Best regards, HelpDesk Team 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 integrates into our LiveChat application. Cons Prior to , 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 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 JM Jordan M. Marketing Director Consumer Goods Used the software for: 1-2 years ### "Great Way to Keep Up with Happy Customers! " March 17, 2025 5.0 It's been great so far, it has helped us improve our customer service department and revenue. Pros The email reminders of letting me know someone left a message and needs help from us. Cons Sometimes it takes a moment for the to refresh and show the tickets have been closed. Review Source Response from Text March 19, 2025 Hello Jordan! Thank you for taking the time to share your feedback. We're thrilled to hear that the email reminders have been helpful in keeping you connected with your customers. It's great to know that our HelpDesk has played a role in improving your customer service and contributing to your revenue growth. We also appreciate you pointing out the ticket refresh delay – we're always working on improvements, and your input is valuable in helping us make the system even better. Thanks again for your support, and we look forward to continuing to assist you in delivering outstanding service! 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 JD Jude D. Customer Success Agent Gambling & Casinos Used the software for: Less than 6 months ### "Helpdesk review" December 20, 2025 4.0 Overall postive experience, 8/10 i dont really have anything negative to say as i am enjoying the application Pros The new ticketing system which allowed me to take chats and check my tickets at the same time. This change helps me at work a lot Cons Sometimes it can be hard to navigate. Sometimes with view i wish it was a little more streamlined in order to navigate 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 . 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 AC Alessandra C. Back office Facilities Services Used the software for: Less than 6 months ### "Sito ben funzionante" September 1, 2025 5.0 Pros Quello che mi piace piu di é l'organizzazione del sito e dei ticket, riesco ad assegnarmeli velocemente e senza problemi. Cons Ho riscontrato problematiche poche volte, ma quando ci sono riguardano principalmente il sito che si blocca e non aggiorna la pagina dei ticket Review Source Response from Text December 12, 2025 Hello Alessandra. Thank you for sharing your experience with HelpDesk. We’re glad to hear that you appreciate the organization of the site and tickets, and that assigning tickets is quick and hassle-free for you. We also appreciate you mentioning the occasional issues with site crashes and ticket page updates. Your feedback is valuable and helps us identify areas where we can improve stability and performance. Thank you for your honesty and for continuing to use HelpDesk. 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. Best, HelpDeak 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 . I liked that I can get immediate assistance for any question that I have Cons So far my experience with 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 AH Amelia H. Guest Relations Supervisor Entertainment Used the software for: Less than 6 months ### "Our experience with HelpDesk" February 6, 2025 5.0 We use for our Theme Park and answer many questions regarding our park. It comes in handy and works well overall for our needs. If there was an app for android devices, that would help our management team when they're away from the office. Pros I like the Macros and the AI Text Enhancements Cons Not mobile phone friendly. No available app and no way to use the Canned Responses on a mobile phone. Switched from [LiveChat](https://www.capterra.com/p/62194/LiveChat/) They were sunsetting the features we used in Livechat, and we are not a company the utilizes the actual live chat functions. Review Source Response from Text February 11, 2025 Hello Amelia! We appreciate you sharing your experience with HelpDesk. It’s great to hear that Macros and AI Text Enhancements have been useful for your team in managing customer inquiries at your theme park. We completely understand the need for a more mobile-friendly experience. Improving our mobile functionality is a priority, and we’re actively working on enhancements. We’d love to hear more about which specific features would be most helpful for you in a mobile version. Please feel free to reach out to us directly at support@helpdesk.com or via chat—we’d greatly appreciate your input. Thanks again for choosing HelpDesk. We’re happy to have you on board. Best, 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 LMG Louisa Miranda G. Customer Service Chat Agent Gambling & Casinos Used the software for: 6-12 months ### "HELPDESK FOR THE WIN" March 14, 2025 5.0 Easy to work with and easy to access. Assists with any queries Pros Easy to work with and easy to access on the laptop and computer Cons Can sometimes take long to open and generate, however still easily accessable Review Source Response from Text March 19, 2025 Hello Louisa Miranda! Thank you for your thoughtful review. We're thrilled to hear that you find our helpdesk easy to work with and easily accessible. Your feedback on the occasional delay is much appreciated, and we're always looking for ways to improve the user experience. Thanks again for taking the time to share your thoughts—we’re glad we can assist you with your queries! Best, HelpDesk 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 BG Bartosz G. I'm the owner, founder and manager Sporting Goods Used the software for: I used a free trial ### "Feedback from EASY-surfshop" January 25, 2025 5.0 Pros Clean overview, navigation, user experience. Also the fact that we can do all by ourselves, I mean configure and arrange. Cons Missing feature of binding different Tickets (from different requesters) under one case. Review Source Response from Text January 28, 2025 Hello Bartosz! Thank you for taking the time to share your experience with HelpDesk. We’re thrilled to hear you appreciate the clean overview, intuitive navigation, and self-configuration capabilities of our platform. Your feedback validates the effort we put into creating a seamless user experience. We also appreciate your constructive input regarding the ability to bind different tickets under one case. We take such suggestions seriously and will review how we can incorporate this feature into our development plans to better meet your needs. Please don’t hesitate to reach out if you have additional suggestions or feedback—we’re always eager to listen! Thanks again for choosing HelpDesk. We’re excited to keep supporting EASY-surfshop’s success. Best regards, HelpDesk Team tR tanattiya R. Chat support Financial Services Used the software for: Less than 6 months ### "Flawless CRM" March 17, 2025 5.0 Awesome. Your system makes it easy to stay motivated because of this constant measurements of my performance Pros A super comprehensive self-performance dashboard Cons The canned response list should have sub section to categorize topics other than relying on #keywording Review Source Response from Text March 19, 2025 Hello Tanattiya! Thank you for taking the time to share your feedback. We truly appreciate your insights. We’re thrilled to hear that the self-performance dashboard is helping you stay motivated and on track with your goals. We also appreciate your suggestion regarding the canned response list. Your feedback is invaluable, and we will certainly consider your idea for future improvements to better categorize topics and enhance your user experience. Thanks again for your thoughtful review! We’re glad to have you as part of the HelpDesk community. 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.