# Page 4 | HelpDesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - 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 4 - Reviews of HelpDesk ## Showing most helpful reviews Showing 76-100 of 180 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use TA Tristan A. Chief Executive Officer Financial Services Used the software for: 1-2 years ### "Helpdesk needs more work to be optimum for us personallly" September 19, 2024 3.0 Pros AI summary is a great feature. Apart from that its a quite basic version of a helpdesk to be honest Cons I mean the helpdesk need quite a bit of updates to be suitable for a multi-brand environment. We use tags to seperate departments because the groups are being used for different brands. So there is no other option to seperate departments. Development launches from helpdesk side seem quite slow as well. Cannot change design of contact forms as well to fit different website styles. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing HelpDesk If we had to switch it would be either Freshdesk and Intercom, but we're hopeful that your product will get up to speed eventually. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We didnt have the best experience with Zendesk's Omnichannel, with chats and tickets going through the same inbox and it looks so dated in general. Review Source Response from Text September 26, 2024 Dear Tristan, Thank you for taking the time to share your feedback with us. We’re happy to read that you’re enjoying the AI summary feature—it's great to know it's helping your team. We truly appreciate your candid input on the areas where HelpDesk could improve, especially in the context of a multi-brand environment. Your suggestions about department separation and contact form design are invaluable, and we're always looking for ways to enhance our product to better serve you. While we understand that development may seem slow at times, I assure you that we’re constantly working on updates and enhancements to meet your needs. Your insight will help us prioritize features that matter the most to our users, and we're optimistic that the improvements we’re making will be worth the wait. Please don't hesitate to reach out if you ever have more feedback or need assistance. Thank you. 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 TN Thandeka N. Chat Agent Telecommunications Used the software for: Less than 6 months ### "Great platform" February 14, 2025 5.0 I am very satisfied and I think the company made the best decision here. Pros It makes it easier to handle tickets. Everything is arranged very well so I can easily tell apart my open tickets or my coworkers' . Cons Transitioning from live chat to helpdesk takes a bit of time , I wish there was a faster way. Switched from [LiveChat](https://www.capterra.com/p/62194/LiveChat/) To ease the workload that solving tickets typically came with Review Source Response from Text February 17, 2025 Hello Thandeka, Thank you for sharing your experience with HelpDesk. We're thrilled to hear that our platform has made handling tickets easier for you and your team. It’s great to know that our organization and layout help you stay on top of your workload. We also appreciate your feedback about the transition from live chat to helpdesk. We're always looking for ways to improve, and your insight helps us refine our platform to serve you better. If you ever have any questions or suggestions, feel free to reach out—we’re always happy to help. Thanks again for being a valued user. Best regards, HelpDesk Team AB Alan B. Sales Manager Education Management Used the software for: 1-2 years ### "Sales Manager" December 6, 2024 4.0 Good overall, wish you could re-open a text chat since it times out sometimes. Pros Clean format, easy to log in, notification system. Cons Cant chat with coworkers internally. Have to use another platform when I feel all could be on one. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Cost, features. Try something different. Review Source Response from Text December 11, 2024 Hello Alan! Thank you for taking the time to share your experience with HelpDesk. We're glad to hear that you enjoy the clean format, easy access, and notification system. Your feedback about internal chat and re-opening chats is incredibly valuable—we’re always looking for ways to improve, and insights like yours help us prioritize. We’re thrilled you chose HelpDesk to try something different from Zendesk Suite and appreciate your trust in our platform. If you ever have more feedback or ideas, feel free to reach out—we’re all ears. Cheers, HelpDesk Team BA Bisola A. Content writing Marketing and Advertising Used the software for: I used a free trial ### "Simple, Efficient, and Reliable Customer Support Tool" March 31, 2026 4.0 Overall, my experience with HelpDesk has been positive. It has helped streamline communication and made customer support more organized and efficient. The platform is reliable and user-friendly, making it suitable for both beginners and experienced users. With a few improvements in customization and advanced features, it would be even better. Pros I like how tickets are organized in one place, which improves response time and efficiency. efficiency. The automation features and collaboration tools also make it easier for teams to work together and stay on top of customer requests. Cons While the platform is great overall, some advanced features can feel a bit limited compared to other tools. The customization options could be improved, and it sometimes takes time to fully understand all functionalities. Pricing may also be a concern for smaller teams or individuals. Review Source PK Phani K. CSM Computer & Network Security Used the software for: Less than 6 months ### "Clear and transparent" September 9, 2025 5.0 Pros Transparency. I have a complete view of all tickets so that my customers status is visible to me and my team. It makes our job easy. Cons nothing that I can think of. Maybe getting alerted in read only access makes it easier to other team members besides support to know what is going on when a ticket is closed. Review Source Response from Text December 12, 2025 Hello Phani! Thank you for your feedback! We’re glad to hear that the transparency of ticket visibility helps you and your team stay informed and makes your work easier. Providing a clear overview of ticket status is something we strongly value. We also appreciate your suggestion regarding alerts for team members with read-only access when tickets are closed. Feedback like this helps us identify opportunities to improve collaboration and visibility across teams. Thank you for taking the time to share your thoughts and for using HelpDesk. Best regards, HelpDesk Team MP Mel P. Csr Building Materials Used the software for: 6-12 months ### "Great product" February 20, 2025 4.0 Pretty good, but id like some to see more things on the main screen Pros It it very sleek and you can quickly find all the tickets by the ticket id Cons No complains, it could use a wasier way to see previous tickets wirh the same person Review Source Response from Text February 21, 2025 Hello Mel! Thank you for your feedback. We're glad to hear that you find our product sleek and easy to navigate. We also appreciate your suggestion about making it easier to view previous tickets with the same person—this is valuable input that we'll consider for future improvements. We’re always working to enhance the experience, and we’ll keep your comment about the main screen in mind as well. If you have any more thoughts or ideas, we’d love to hear them. Thanks again for your support. Best 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 TW Travis W. IT specialist Automotive Used the software for: Less than 6 months ### "First time user" December 18, 2025 4.0 So far so good. I am new to any ticketing system but this one seems to do everything I require from this type of system. Pros The overall ease of use and the efficiency at with I am able to follow, interact with and solve tickets . Cons When someone sends a "thank you" on a closed ticket and it reopens the ticket. But I am sure it would be easier to just ask users to not follow up with "thanks". Review Source GK Gyalpo K. Reception Manager Health, Wellness and Fitness Used the software for: Less than 6 months ### "Best customer service software" April 11, 2025 5.0 Excellent, good service, easy to use, not complicated Pros Easy to use, great service, excellent overall Cons As its quite new, there are little tweaks to be done Switched from [LiveChat](https://www.capterra.com/p/62194/LiveChat/) Ticketing system transferred as the old one was out of date Review Source Response from Text April 14, 2025 Hello Gyalpo! Thanks for sharing your experience. We're thrilled to hear HelpDesk is making customer service easy and hassle-free for you. Your feedback on the overall ease of use and excellent service truly makes our day. We also appreciate your patience as we continue to refine and perfect HelpDesk—your insights help us grow and improve! We're glad you chose to make the switch and trusted us with your ticketing needs. If there's anything else we can do to support your team, just let us know. Thanks again for being with us. Warm regards, HelpDesk Team YY Yoko Y. Customer Experience Agent Entertainment Used the software for: Less than 6 months ### "Thanks always" April 6, 2025 5.0 Great! I am still getting used to this, but once I get used to it, I will be great! I like using this live chat application. Thanks always! Pros easy to use and translation is working from the beginning and my previous application was not Cons sometimes, somehow, I was logged out or I thought I was online but somehow I was offline. Review Source Response from Text April 7, 2025 Hello Yoko! Thank you for sharing your feedback. We're delighted to hear that you're finding our live chat application easy to use and that the translation feature has been helpful right from the start. We appreciate you pointing out the issue regarding occasionally being logged out or appearing offline. We're actively looking into ways to improve this experience for you. It’s great to have you with us, and we're confident you'll become even more comfortable with the app over time. Thanks again for your support—it's always a pleasure to help! Best regards, HelpDesk Team JC Jenna C. Field Service Technical Support Electrical/Electronic Manufacturing Used the software for: 6-12 months ### "Honest HelpDesk Review" March 10, 2025 5.0 I enjoy my experience with HelpDesk. I am able to help customers and solve their issues in an efficient manner. Pros The ability to communicate and chat with customers without picking up a phone. Cons Not everyone communicates best through text. Review Source Response from Text March 17, 2025 Hello Jenna! Thank you for sharing your honest review. We’re glad to hear you’re enjoying your experience with HelpDesk and that it’s helping you support your customers and solve issues smoothly. We totally get that text communication doesn’t work for everyone, and we appreciate you pointing that out. Feedback like yours helps us keep improving. Thanks again for being with us, and if you ever have more thoughts to share, we’re always listening. Best, HelpDesk Team mT melanie T. cutsomer service rep Transportation/Trucking/Railroad Used the software for: Less than 6 months ### "what do i like about help desk? what dont i like?" June 23, 2025 5.0 10/10 very nice and convenient fast and reliable. the help desk people are very nice and i enjoy talking to all of them Pros i really enjoy how easily accessible the help desk is to use and fix all my issues! quick and convenient Cons i don't like that sometimes a call can take a while, but it never bothers me knowing i have help easily accessible Review Source Response from Text June 24, 2025 Hello Melanie! Thank you for your kind words. We're really glad to hear that you find HelpDesk easy to use and convenient—it means a lot to us. We appreciate your patience when things take a bit longer, and we're happy to know our team has made a positive impression. We'll keep working to make your experience even smoother! Thanks again! Best, HelpDesk Team GL Gabrielle L. Marketing and communication director Education Management Used the software for: Less than 6 months ### "Good, but liked it better when tickets where directly in LiveChat " March 19, 2025 4.0 Pros User friendly and easy to implement even with a small team. Cons The need to have HelpDesk AND LiveChat to get tickets from our chats. Switched from [LiveChat](https://www.capterra.com/p/62194/LiveChat/) We still have livechat for out chats, but needed to implement Helpdesk to continue getting tickets access Review Source Response from Text March 21, 2025 Hello Gabrielle! Thank you for sharing your feedback. We’re glad to hear you find HelpDesk user-friendly and easy to implement, especially with a smaller team. We completely understand the desire for a more integrated experience between LiveChat and HelpDesk—your insight is valuable and helps us as we work towards making things even more seamless. If you ever have suggestions or ideas on how we can improve, we’re always here to listen. Thanks again for being with us. HelpDeak Team LF Luca F. Manager Retail Used the software for: 6-12 months ### "Simple and effective" January 14, 2025 5.0 Pros Helpdesk is user-friendly and easy to navigate, Cons The reporting features could be more detailed and customisable. Review Source Response from Text January 15, 2025 Hello Luca! Thank you for taking the time to share your thoughts about HelpDesk. We’re delighted to hear that you find our platform user-friendly and easy to navigate—it’s always our goal to make support management as simple and effective as possible. We also appreciate your feedback regarding our reporting features. Your input is invaluable as we continue to improve and enhance HelpDesk to better meet the needs of our users. We’re always looking for ways to refine our offerings, and detailed, customizable reporting is an area we’re actively exploring. Thank you again for your review and for being a valued part of the HelpDesk community. If you ever have additional feedback or suggestions, please don’t hesitate to reach out—we’d love to hear from you Best regards, HelpDesk Team AT Alexander T. Risk analyst Gambling & Casinos Used the software for: 6-12 months ### "Helpdesk review" February 28, 2025 4.0 Pros The functionality! Great for reviewing tickets using the queue. Cons The dark mode makes everything too dark, something's missing :(. Review Source Response from Text March 4, 2025 Hi Alexander! Thank you for taking the time to share your thoughts. We're thrilled to hear that you find the ticket queue functionality helpful. Your feedback on dark mode is valuable, and we appreciate your insight. We'll take it into consideration as we continue improving the experience. If you have any other suggestions, we'd love to hear them! Thanks again for your support. Best, HelpDesk Team JR John R. Service Representative Hospital & Health Care Used the software for: Less than 6 months ### "HelpDesk Over All Performance" November 12, 2024 5.0 The HelpDesk system is designed to be user-friendly. Pros From my perspective, I consider HelpDesk as a state-of-the-art tool that effectively performs multitasking functions with the objective of resolving and addressing the concerns of patients, agents, and other service providers connected to the system, thereby fulfilling the needs of all stakeholders involved. Cons As this is my first experience utilizing the HelpDesk system, I find myself somewhat overwhelmed by the multitude of tools available for addressing issues and connecting with patients and other service providers. However, I understand that with expertise and familiarity with the system, it becomes significantly easier to resolve problems effectively. Review Source Response from Text November 20, 2024 Hello John! Thank you for taking the time to share your detailed review of HelpDesk. We’re thrilled to hear that you consider it a state-of-the-art tool for multitasking and meeting the needs of various stakeholders. We understand that starting with a new system can feel overwhelming due to the wide range of features, but we’re confident that as you continue to explore, it will become second nature. We’re here to make sure you feel supported every step of the way. Your feedback is invaluable as it helps us improve and guide users like you through a smooth experience. Thanks again for your thoughtful comments. Best regards, HelpDesk Team JT Jamie T. Facilities Non-Profit Organization Management Used the software for: Less than 6 months ### "Great Application " November 11, 2024 5.0 My overall experience has been great with this app. it has allowed my organization to track what is being done Pros It allows efficiency within our organization Cons The request can come and sometimes the department is unable to fulfill request because staff member may not be available Switched from [RingCX](https://www.capterra.com/p/242186/RingCentral-Contact-Center/) I'm not sure why we switched yet we I trust the judgement of our executive team to lead us with the best products available to better improve our organization from within. Review Source Response from Text November 19, 2024 Hello Jamie! Thank you for taking the time to share your experience with HelpDesk. We’re thrilled to hear that it has improved efficiency in your organization and made it easier to track your team’s activities. Your feedback is invaluable, and we appreciate your trust in our product as well as your executive team’s decision to choose us over other options. We’ve noted your point about availability challenges and will continue to find ways to support teams like yours. If you have any suggestions or questions in the future, don’t hesitate to reach out. Thanks again for being part of the HelpDesk community. Best regards, HelpDesk Team BB Bella B. Support Specialist Entertainment Used the software for: 6-12 months ### "Pros and exp " January 27, 2025 5.0 Great experience and easy app to use for communication Pros Easy to use and can be understand in one sitting Cons Had no least like but it has manu fuctions Review Source Response from Text January 29, 2025 Hello Bella! Thank you for your kind review. We're thrilled to hear you had a great experience and found the app easy to use for communication. Your feedback about its functionality is much appreciated, and we're always striving to make it even better. Thanks again for sharing your thoughts. Best regards, HelpDesk Team GT Gerswin T. Customer Service Support Agent. Gambling & Casinos Used the software for: Less than 6 months ### "Love Helpdesk" April 13, 2025 5.0 It has been a great experience. I love everything about helpdesk Pros It is easy to use and understand and very simple to use. Cons There is not anything I do not like. It is fairy easy to use. Review Source Response from Text April 15, 2025 Hello Gerswin! Hi \[Customer's Name\], Thank you for your feedback. We're delighted to hear you're loving Helpdesk and find it easy to use. Providing you with a seamless and enjoyable experience is exactly what we aim for, and it's fantastic to know we’re meeting your expectations. Thanks again for sharing your positive experience—we truly appreciate your support. Warm regards, HelpDesk Team BS Brian S. VP of Sales Medical Devices Used the software for: Less than 6 months ### "Helpdesk was helpful" March 3, 2025 5.0 Fantastic we could not have asked for better. Pros It is the best solution for the money. Quick to implement. Cons People can repeat inquiries so you can have the same person continue to send the same message. Review Source Response from Text March 4, 2025 Hello Brian. Thank you for sharing your experience with HelpDesk. We're glad to hear you found it to be a great value and easy to implement. It’s also fantastic to know it has been beneficial for you. We noticed your Likelihood to Recommend score was 3/10, and we’d love to understand more about what influenced that rating. Could you share a bit more about what didn’t meet your expectations? Your feedback is incredibly valuable in helping us improve. Looking forward to hearing your thoughts. Best, HelpDesk Team KD Kingsley D. Customer service Gambling & Casinos Used the software for: Less than 6 months ### "Customer Success" April 6, 2025 4.0 I like it. We use it for work to manage support tickets and to email clients. It is very user-friendly. Pros I like that the layout is clear and easy to follow. Cons The requester's name and email are a little confusing. Review Source Response from Text April 7, 2025 Hello Kingsley! Thank you for your thoughtful feedback. We're glad to hear you're enjoying the clear layout and find the platform user-friendly for managing support tickets and client communications. Your comments regarding the requester’s name and email clarity are valuable, and we'll look into making improvements in this area. We appreciate you taking the time to help us improve. Best regards, HelpDesk Team KL Kylie L. Chat agent Gambling & Casinos Used the software for: Less than 6 months ### "Its a good product" March 7, 2025 5.0 I have no serious complaints overall. It's very convenient to use Pros It has an easy-to-use interface. I like that I can switch between dark and light mode. Cons Even though I am already logged in on LiveChat, it still requires me to log into the helpdesk tab. Review Source Response from Text March 17, 2025 Hello Kylie! Thanks for taking the time to share your feedback. We’re glad to hear you find the interface easy to use and that the dark/light mode comes in handy. We also appreciate you pointing out the login experience between LiveChat and HelpDesk—feedback like this helps us improve. Our team is always looking for ways to make things more seamless, and I’ve passed your note along. If you ever have more thoughts or ideas, we’re all ears. Best regards, HelpDesk Team JT Juan-Carlos T. Sales Applications Engineer Consumer Electronics Used the software for: Less than 6 months ### "Help Desk Review " March 13, 2025 4.0 Overall experience is good. Besides when I first open the application, it is good. Pros I like the sorting features when looking at past chats. Cons it lags when i first open it up at the beginning of the day. Review Source Response from Text March 17, 2025 Hello Juan-Carlos! Thank you for taking the time to share your feedback. We’re glad to hear you’re enjoying the sorting features when reviewing past chats—it’s great to know they’re helping you stay organized. We also appreciate you mentioning the lag when first opening the app. We’re always working on making things smoother and faster, so your input is really helpful. Thanks again for being with us! If you ever have more thoughts or ideas, we’re all ears. Best, HelpDesk Team YR Yuvi R. Satisfaction Advisor Printing Used the software for: Less than 6 months ### "Perfect chat app" May 9, 2025 5.0 Pros The features are easy to use, UI/UX is very user-friendly. Cons Sometimes it glitches between when we are online, but still it shows offline. Review Source Response from Text May 12, 2025 Hi Yuvi! Thanks so much for your kind review! We're happy to hear that you're enjoying the app and finding it easy to use. We really appreciate you pointing out the glitch with the online/offline status—our team is already looking into it to make sure it works more reliably. Thanks again for your feedback and for being with us. Best regards, HelpDesk Team Talk to a Capterra advisor for free and get results within 15 minutes.