# 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 1st, 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 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 HelpDesk. 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 KM Kimberley M. Intake Clinician Telecommunications Used the software for: Less than 6 months ### "Very Helpful" November 20, 2025 4.0 It has been very helpful in being able to follow client issues and concerns, and in helping me to make sure that my work is efficient. Pros I very much appreciate the ability to follow tickets and search for names and issues. This has helped to streamline my work. Cons I really can not think of anything to not like about the features of HelpDesk. As I mentioned, it has been very helpful. Review Source Response from Text December 12, 2025 Hello Kimberley. Thank you for your feedback! We’re glad to hear that features like ticket following and searching for names and issues have helped streamline your work and improve efficiency. It’s great to know that HelpDesk has been helpful in keeping track of client concerns and supporting your daily workflow. We truly appreciate your positive comments and thank you for taking the time to share your experience. Please don’t hesitate to reach out if you ever need assistance—we’re always here to help. Best regards, HelpDesk Team CM Coral M. Support ninja Consumer Services Used the software for: Less than 6 months ### "Coral's review" June 4, 2025 5.0 It's great and very useful as most of the apps are available at the same place. Plus it also allow s me to see what is being typed by the customer before they hit send. Pros Everything is available at one spot - emails, chats, texts, etc. Availability of the phone app is great. Cons It takes time to understand how to use it at first. Figuring out the settings is hard. Notifications on phones are not that great Review Source Response from Text June 6, 2025 Hello Coral! Thank you for taking the time to share your feedback. We're thrilled to hear that you find the platform useful and that having everything—emails, chats, texts, and more—in one place has been helpful for you. It's also great to know that the mobile app and the ability to preview customer messages are valuable features for your workflow. We understand that the learning curve can be a bit steep initially, and we appreciate your honesty about the challenges with settings and phone notifications. Your insights are incredibly helpful as we continue working to improve the user experience. Thanks again for your thoughtful review—we're glad to have you with us! 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 HelpDesk, 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 AR Antonio R. Client Experience Lead Furniture Used the software for: Less than 6 months ### "Newbie (But Enjoying it)" August 28, 2025 5.0 Overall the experience has been positive. We are on a trial period. Once the full company is engulfed in this system it will run seamless Pros Notification system of the tickets arriving to my gmail is seamless. I feel the way to close tickets and respond is also great. I'm new to the system but so far it works fantastic. Cons I would HelpDesk to increase attachment sizes. I work with alot of cad files and it would be helpful to add files of all sizes. Review Source Response from Text December 12, 2025 Hello Antonio. Thank you for sharing your experience! We’re glad to hear that the ticket notifications to your email are working seamlessly and that you find closing and responding to tickets straightforward. It’s great to know that even as a new user, the system has been working well for you so far. We appreciate your feedback regarding attachment size limits, especially for larger CAD files. This is valuable input and something we’ll take into consideration as we continue to improve the platform. We’re happy to hear your overall experience has been positive during the trial period, and we look forward to supporting your team as you continue using HelpDesk. 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 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 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 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 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 helpdesk 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 AR Alma R. Office Manager Real Estate Used the software for: 1-2 years ### "HelpDesk review " May 19, 2025 5.0 My overall experience with HelpDesk has been extraordinary so far. No complaints from it, like I mentioned before it's pretty smooth. Pros The HelpDesk is easy and smooth to navigate. Not complicated at all, this is a wonderful efficient work tool. Cons Nothing, all is pretty good, smooth and intuitive. Can't think of anything I don't like about the HelpDesk. Review Source Response from Text May 20, 2025 Hello Alma! Thank you for taking the time to share your experience with HelpDesk. We're thrilled to hear that you find it smooth, intuitive, and efficient to use. It's always encouraging to know that our platform is making your work easier and more enjoyable. We truly appreciate your kind words and support. If you ever have suggestions or ideas for improvement down the line, we're always here and happy to listen. Thanks again for being a valued user! 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 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 JD JESSICA D. suporte Computer Games Used the software for: Less than 6 months ### "PERFECT , GOOD " March 27, 2026 5.0 My experience with the HelpDesk was positive. The service was quick, with clear and objective responses, and the team was attentive and willing to help. Whenever I needed assistance, I received efficient support and guidance. 😊 Pros Pros: What I liked most about the HelpDesk was the fast response time, clear communication, and the support team being helpful and attentive. 😊 Cons Cons: Sometimes it can freeze for a moment, but it usually goes back to normal very quickly. But overall, it is very good. Review Source 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 UN Unatji N. Live Chat Agent Telecommunications Used the software for: Less than 6 months ### "Best Helpdesk app" June 8, 2025 5.0 The application is very easy to use and great to understand, Id recommend it to the other businesses looking to use an easy app Pros Easy to use and efficient. the application is very easy to understand and easy to navigate into, the escalations and other departments. Cons Slow and lagging, the website can lag at times when logging a ticket, the issue would be a ticket logged but disappeared. Review Source Response from Text June 10, 2025 Hello Unatji, Thank you for your feedback. We truly appreciate you taking the time to share your experience with our helpdesk app. We're glad to hear that you find it easy to use, efficient, and helpful for navigating escalations and departmental tasks. We also value your honesty regarding the performance issues you've encountered. Please know that we're actively working to improve speed and stability, and your input helps us prioritize those enhancements. Thanks again for recommending us — it means a lot. We're committed to delivering an even better experience moving forward. Best regards, HelpDesk Team JML Jan Marc L. Customer Service Representative Health, Wellness and Fitness Used the software for: 1-2 years ### "HelpDesk Experience" October 22, 2024 5.0 Great experience with HelpDesk. Been using this tool to effectively communicate with patients and doctors. Easy to navigate and use. Pros What I like the most about helpdesk is it's easy to navigate and easy to find all the necessary information of the clients. Cons There are no language translations available. Sometimes, customers write their concerns in their native language, so I'd like to see translation as a future feature. Review Source Response from Text October 29, 2024 Hello Jan Marc! Thank you for taking the time to share your experience with HelpDesk. We’re thrilled to hear that you find it easy to navigate and that it's helping you connect seamlessly with customers. We appreciate your feedback on language translations—it's a great suggestion and one we’ll definitely keep in mind as we work on future updates. Our goal is to make communication as smooth as possible, no matter the language. Thanks again for your kind words and support. Best regards, HelpDesk Team 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 BM Blair M. National Sales Operations Manager Retail Used the software for: 1-2 years ### "Enjoying Help Desk!" October 7, 2024 5.0 HelpDesk has made our response time and accuracy much better when helping customers. Before, we were missing emails in our inbox and customers were not being responded to. Now we have happier customers and less customer emails that are missed! Pros I love that it makes it easier for our customers to reach out to us after hours and keep track of requests. This keeps our company email inbox low as everything goes to HelpDesk! Cons I do not like when we have blocked a spam email from sending us HelpDesk tickets, and they still come through. We request to block the email again, and the system tells us they are already blocked. Alternatives considered [ChatBot](https://www.capterra.com/p/166420/ChatBot/) Reason for choosing HelpDesk It was easier for us than creating a Bot that could answer every single thing that a customer asked. At the time AI chat was new, and not something we were thinking of using! Review Source Response from Text October 16, 2024 Hello Blair! Thank you for taking the time to share your experience with HelpDesk! We're thrilled to hear that it has helped improve your response times and reduce the clutter in your inbox, all while making your customers happier. It's great to know that HelpDesk has become such a valuable tool for your team. We also appreciate your feedback about spam email blocking. We're constantly working to improve our system, and your input is invaluable in helping us make it better. Thank you again for choosing HelpDesk, we’re glad it fits your needs. If you ever have any questions or additional feedback, please don't hesitate to reach out. We're here to help. Best regards, HelpDesk Team JB Jonny B. Application Specialist Real Estate Used the software for: 1-2 years ### "Needs improvement" October 7, 2024 2.0 Not very good. It's a simple ticketing system that I'd recommend for beginners or small businesses, but it's not suited for mid-sized companies or experienced agents. Helpdesk keeps coming out with new features that are cool but not a necessity, yet it ignores fundamental features like being able to sort your ticket list. Pros it's easy to learn and provides an easy transition for those already using livechat. Cons It's lacking some basic features of a ticketing system such as sorting a list or controlling default ticket status actions. The tool is also very flawed in it's design such as being unable to hide another team's shared view from the menu despite not being able to see it's contents; it just clutters the menu unnecessarily. 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. It happens intermittently on occasion and workaround is to switch to the other platform. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing HelpDesk Because we were already using LiveChat, it made it more sense to try HelpDesk. Review Source Response from Text October 16, 2024 Hello Jonny. Thank you for sharing your detailed feedback on HelpDesk. We sincerely appreciate your honesty. We’re sorry to hear that some aspects of HelpDesk have not met your expectations. We also take note of the technical issues you’ve experienced with the application and web app. Your insights are very valuable, and we'll pass them along to our development team as we continually strive to improve the platform based on user feedback. It’s important to us that HelpDesk is intuitive and functional for teams of all sizes, and your comments highlight areas where we can make improvements, especially for mid-sized companies and more experienced agents. If there’s anything specific you’d like to discuss further or if you have more suggestions, we’d love to hear from you. We’re committed to enhancing HelpDesk and ensuring it meets your needs. Thank you again for your candid review. 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 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 helpdesk 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 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 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 Talk to a Capterra advisor for free and get results within 15 minutes.