# 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 June 3rd, 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 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 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 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 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 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 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 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 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 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 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 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 TB Tim B. Director Marketing and Advertising Used the software for: 6-12 months ### "A good ticketing system that's worth checking out" October 10, 2024 5.0 We chose to move forward with HelpDesk because we were already using LiveChat and ChatBot. While I don't know if it would have been my first choice of a support ticket management system, it has honestly surprised me as I've become more familiar with it. The customer service, just like we've experienced with all of their other products, is top-notch. I can't count the number of other vendors who stick random people behind their chat and phone support who know nothing about the product and are a stone's throw away from being absolutely useless. That couldn't be further from what you get with HelpDesk or any other Text Inc. product. When initially going through the setup process, I needed to be in contact with them quite a bit. Every single person I have interacted with at the company has been knowledgeable, helpful, friendly, and personable. They have gone out of their way to make sure my questions or issues are resolved to my satisfaction before ending the conversation. There's none of that "rushing you through a conversation as quickly as possible" to keep up with some arbitrary metric someone came up with. They stay with you until they figure things out, or they open a ticket to escalate the issue to someone who can assist you further. Obviously, it's made an impact on me, and I will share this with anyone who will listen. Pros I love that HelpDesk integrates with the other products we're using from Text Inc., like LiveChat and ChatBot. It allows our team to easily and automatically keep track of questions, feedback, requests, and other items we don't want to slip through the cracks. The customer service is absolutely second to none. They also have a free trial, which was very helpful in letting us get our teams into the platform to figure out if the software was something we could make work for what we wanted to accomplish. Cons The platform is geared towards providing support for a singular company. We provide support for a large number of clients, and while HelpDesk is sufficient to do what we need it to, I wish there were more thought put into supporting multiple companies from one dashboard. Alternatives considered [HappyFox Help Desk](https://www.capterra.com/p/83211/HappyFox/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing HelpDesk The integrations it had with other products and platforms we were already using. Review Source Response from Text October 21, 2024 Hello Tim! Thank you for taking the time to share your detailed review of HelpDesk. We're thrilled to hear that the integration with other Text Inc. products, like LiveChat and ChatBot, has made it easier for your team to track and manage inquiries. It’s great to know that our customer service has stood out to you as well—this is exactly the experience we strive to deliver to all of our users. We appreciate your honest feedback about supporting multiple companies from one dashboard. We’re always listening to our users and constantly working to improve the platform. Your input is invaluable, and we’ll definitely keep it in mind as we plan future updates. Thank you again for your kind words and for choosing HelpDesk as part of your toolkit. If you ever have any additional feedback or questions, don’t hesitate to reach out. We’re always here to help! 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 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 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 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 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 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 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 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 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 SS Shawn S. WebMaster Retail Used the software for: Less than 6 months ### "A little expensive but very useful!" February 10, 2025 5.0 Overall it has been very useful and I would recommend it to those who need a good ticket service. Pros I like the automations .They help me to close the tickets that I have forgotten about when the customer does not respond after "x" amount of time. Cons I wish it was a little cheaper to add a second team member. Review Source Response from Text February 11, 2025 Hello Shawn! Thank you for taking the time to share your feedback. We’re glad to hear that our automations have been helpful in managing your tickets more efficiently. It’s great to know that our platform has been useful for you, and we truly appreciate your recommendation. We understand your concern about pricing for additional team members, and we’re always looking for ways to improve our offerings. Your feedback is invaluable in helping us make our service even better. Thanks again for your support—we appreciate having you as a user. Best regards, HelpDeam 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 LC Landon C. IT Manager Retail Used the software for: Less than 6 months ### "Easy to Manage " May 1, 2025 4.0 Pros Ease of use and setup. As an administrator, license management is simple and manageable Cons Nothing negative worthy of a review. The software does the job and satisfies our employees needs to do their jobs Review Source Response from Text May 5, 2025 Hello Landon! Thank you for taking the time to share your feedback. We're glad to hear that you find the platform easy to use and manage, especially when it comes to setup and license administration. It’s great to know our software is supporting your team’s daily work effectively. We noticed you rated us 6 out of 10 in terms of likelihood to recommend. We’d really appreciate it if you could share a bit more about what might be holding you back from giving a higher score. Your insights—both positive and constructive—help us understand how we can better serve you and improve the experience for everyone. Thanks again for your feedback and for being a valued user. Warm regards, HelpDesk Team RT Reggie T. Owner Computer Software Used the software for: Less than 6 months ### "Help desk review " March 13, 2025 5.0 I’m really enjoying using this tool to better manage my support Team Pros Very professional, keeps me up to date with my business. Cons So far so good. I haven’t had a problem with HelpDesk. Review Source Response from Text March 18, 2025 Hello Reggie! Thank you for your kind words and for taking the time to share your feedback. We’re thrilled to hear that our Help Desk tool is helping you manage your support team more efficiently. It's wonderful to know that you've found our service professional and easy to use. We're always striving to improve, and it's feedback like yours that motivates us to keep up the good work. Please don't hesitate to reach out if you ever need assistance in the future – we’re here to help! 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.