# Page 7 | HelpDesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 7 - Is HelpDesk the right Customer Service 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 7 - Reviews of HelpDesk ## Showing most helpful reviews Showing 151-175 of 180 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use ST Stephanie T. ROI SPECIALIST Hospital & Health Care Used the software for: 6-12 months ### "LOVE THIS PRODUCT" July 15, 2021 5.0 MY OVERALL EXPERIENCE IS THAT ANYTHING THAT WE HAVE A PROBLEM WITH HELPDESK CAN SOLVE IT. Pros THIS PRODUCT HELPS MY COMPANY IN EVERYDAY ACTIVITIES. WE COULDN'T RUN OUR BUSINESS WITHOUT THIS AMAZING PRODUCT Cons I DON'T THINK THAT THIS PRODUCT COULD BE IMPROVED. IT HAS ALL THE FEATURES THAT A COMPANY NEEDS TO BE EFFIECIENT Review Source Anna O. Head of Growth Internet Used the software for: I used a free trial ### "The ideal tool for Support Teams" July 24, 2020 5.0 Pros Using this ticketing system, you can manage all of your communication with clients (emails, live chat messages, and others) in a simple and easy way. You can create ticketing lists using defined filters or tags – it helps to manage tasks between teammates. I really like the feature of adding your own notes to the ticket – thanks to that all users can see it and use it to solve the client’s problem. Cons Pricing is a bit high, so there is a possibility that startups and small companies won’t be able to afford this tool. Review Source JW James W. Founder Telecommunications Used the software for: 6-12 months ### "Awful Service" January 19, 2024 1.0 Awful. I would not recommend them to anyone. RUN AWAY Pros Nothing. There was not a single thing that I enjoyed. Cons We didn't use the service and forgot it was active. I went to cancel it and it had charged me yesterday even though we have not been using it. The support agent would not refund any of it. At all. Absolute scam. Review Source Response from Text August 30, 2024 Hello James, We understand your frustration and regret that your experience with our service was disappointing. Our support team reviewed your request, but unfortunately, it didn’t qualify for a refund according to our policy. We hope to serve you better in the future. Thank you for your feedback. MN Madde N. Underwriter Insurance Used the software for: 6-12 months ### "Awesome System!" March 9, 2021 5.0 Overall, this feature has been super useful to my business, highly recommend!! Pros This product is so easy to use. I love the ability to assign different messages to different users. Cons I wish that we would be able to receive a notification sound when we received a message on the help desk. Review Source PH PAMELA H. Candidate Services Rep Individual & Family Services Used the software for: 6-12 months ### "Review" March 17, 2021 5.0 Pros yes. The ease of using the product. The availability of the product. Cons There is a learning curve to using this product, but once you have familiarize yourself with it, it is awesome. Review Source RE Richard E. Chief Executive Officer Retail Used the software for: Less than 6 months ### "Better than the rest!" January 13, 2020 5.0 We've used Salesforce Service Cloud, Zendesk, Groove and a slew of others. The team at Helpdesk has built a functionally rich solution that doesn't require a degree to understand how to operate. We're able to manage tickets in a clean and visually minimal environment and get information without needing to execute multiple clicks. Definitely recommend this solution for teams of all sizes. Pros Super easy to get up and running and start managing customer support inquiries. The support team at HelpDesk is very attentive in addressing any questions. Cons Tighter integration with LiveChat when we selected the software would have been great, but that has since been rolled out. Review Source MR Martin R. Reservation Specialist Hospitality Used the software for: 1-2 years ### "Works great" December 12, 2022 5.0 Pros Ease of use, access and training, as well and great interchangeability Cons Lacks features for reporting and tracking. Review Source RF Rex F. CEO Computer Software Used the software for: Less than 6 months ### "Superb Product but lacking some features" April 2, 2020 4.0 Pros It's easy to understand and aesthetically pleasing to work in. Cons It lacks some of the more advance features that more mature Helpdesk solutions offer. The integration with their livechat product is weak and essentially worthless. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing HelpDesk Better pricing Review Source Response from Text April 14, 2020 Hi Rex, Thank you for your feedback! We do our best to create the best help desk experience for our customers and to constantly improve our product. We want HelpDesk to be simple to learn and use. Some more advanced features would not correlate with delivering our core value. If you don't mind, we will be in touch to collect a few more information regarding LiveChat integration. Cheers, HelpDesk Team NN Nandy N. Administrative Assistant Financial Services Used the software for: 6-12 months ### "HelpDesk - Helps with Customer Satisfaction" August 9, 2021 4.0 We don't have time to answer customer complaints so HelpDesk helps us keep track. We are able to focus on what customers want and spend time fixing or adding value to our services. Pros Help keep track of tickets (customer complaints) and who handles them. Helps organization to keep training current Helps organization to focus on their core competencies. It frees up time to focus on adding value to customer service. Cons There is an obvious lack of control over training, nuances can be lost. Customers may find it too impersonal. It can reflect badly on the organization if representatives are not professional. Some cultural differences may occur and miscommunication can happen. Review Source HS Hunter S. Developer Marketing and Advertising Used the software for: 6-12 months ### "Great for Managing customer requests" March 2, 2022 5.0 Pros Very easy to know which tasks are yours and assign tasks to others. I like the custom notifications for when a customer responds. Cons Forwarding doesn't work the way it should sometimes on the client's end. Review Source Rafal M. Founder Computer Software Used the software for: Less than 6 months ### "Simple helpdesk solution" July 26, 2020 5.0 Pros Simple yet very powerful helpdesk tool which helps to manage all the customers' requests in one place. It's very easy to integrate it with Gmail, Yahoo! Mail, Outlook and Office 365. It integrates with different tools using Zapier integration. Cons Everything is fine. I don't have any cons. Everything works as expected. Review Source Gal B. Marketing Manager Marketing and Advertising Used the software for: Less than 6 months ### "HelpDesk has helped us tremendously ! " September 9, 2020 5.0 The experience has been very positive and we will continue to use HelpDesk as we have had many benefits from it. Pros The best part about HelpDesk is how easy and smooth it is to use. The beautiful design offers stability and lets us easily handle tickets and build customer relationships. Service to our clients has improved so much since starting to use HelpDesk. Cons I have no comments on flaws in HelpDesk. Everything has been smooth so far. Review Source Thomas V. CTO Computer Software Used the software for: Less than 6 months ### "Helpdesk" August 1, 2019 5.0 Pros I'm very happy with Helpdesk, it solve our support problems, recommended. Like that they keep me posted when they implement some features I requested / wished through their support. Cons For now nothing particular, it's a young product, so limited in features, but they add features week by week. Review Source AS Abdul S. Managing director Information Technology and Services Used the software for: Less than 6 months ### "Better than others I've used" July 23, 2020 4.0 Pros I used to use LiveChat ticketing but it wasn't mobile friendly. Cons \+ Doesn't have direct integration with ChatBot. + No smileys when replying to tickets. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing HelpDesk Budget Switched from [LiveChat](https://www.capterra.com/p/62194/LiveChat/) Mobile responsive Review Source MK Michael K. Founder Program Development Used the software for: Less than 6 months ### "A great deal in using HelpDesk" July 26, 2020 5.0 Pros We can manage all support tickets from one place. It gives us the opportunity to be more organized. Finally, we can share the responsibility for tickets and assign roles to the team members. We support ourselves in real-time with private notes in every complex customer case. This allows us to rely on each other and share our knowledge smoothly. Also, HelpDesk provides reports on ticket operations which we find helpful. Analyzing them gives us a new perspective on our work. Cons The user interface (UI) could be slightly improved Review Source Maryna N. SMM Specialist Computer Software Used the software for: Less than 6 months ### "I am in love!" July 27, 2020 5.0 Pros We care about the individual approach to the customer, and HelpDesk supports us in this. Thanks to the teams, the customer can be assigned to the appropriate department. That makes our answers swift and accurate. Besides, we can send messages in line with our brand identity through email templates. What we love about it is that customers immediately know that they're dealing with us, and they're more willing to interact. Cons HelpDesk is so easy to use I don't have any complaints. Review Source GB Gero B. Customer Insight & Experience Manager Financial Services Used the software for: Less than 6 months ### "Helpdesk" July 23, 2020 5.0 Seemless integration Pros Having come from not using any email managment software (only Outlook), the tool has prived invaluable. It integrates seemlessly with the livechat product, which we also use and provides a wealth of data which we could only dream of before. It is easy to use, ease to train out and super easy to implement Cons Nothing difficult, I would like more data reports but I'm sure that will come in timr Reason for choosing HelpDesk Helpdesk was selected as it integrates with the livechat product which we also use Review Source SH STACEY H. Housekeeper Hospitality Used the software for: 1-2 years ### "Help desk was pretty helpful" March 5, 2021 4.0 all in all i like helpdesk, a few things need work, but i would definitely recommend it. Pros I liked the fact that no matter what the issue was all i had to do was turn it over to help desk and they either tell me how to fix the problem or take over and fix it from their end. Cons I think the only problem i found was it isnt very user friendly. They need to work on communication with their customers. Review Source HY Haruna Y. Good and successful business Entertainment Used the software for: I used a free trial ### "Good and successful" March 6, 2021 5.0 I'm trying but no easily control some object. Pros Leaning and business because that help about this thechnology Cons About creating password that is most be be problem in this software Reason for choosing HelpDesk For business and developing Review Source Ashley M. Physician Medical Practice Used the software for: Less than 6 months ### "Great way to help users!" May 13, 2021 4.0 Pros The ease of the program for beginner users! Cons More detailed training would help out some in the beginning as well as better app control. Review Source TN Thao N. marketer Retail Used the software for: 6-12 months ### "Easy for customer support" July 19, 2021 4.0 Pros It's easy to use, manage the database, and for users to check the information they need Cons There are spam and bot with fake tickets, I have to delete them frequently Review Source FD Felicia D. Manager of Candidate Services Non-Profit Organization Management Used the software for: Less than 6 months ### "Help Desk REview" March 4, 2021 4.0 It is working well for managing our emails. Pros The system is fairly easy to use and is intuitive. Cons Some of the features do not work as promised. Reason for choosing HelpDesk Price and features. Review Source SB Subrena B. Supervisor of Candidate Services Non-Profit Organization Management Used the software for: Less than 6 months ### "Easy to Learn" March 4, 2021 4.0 Monitoring responses going out in tickets is much easier than monitoring multiple email accounts. Pros This product was easy to learn. We learned the functions in an afternoon of training. The canned responses feature save alot of time. Cons Emails get caught in Spam sometimes when they aren't spam. Review Source SS Shakti S. Graphic Designer Graphic Design Used the software for: Less than 6 months ### "Proof status and due date field " March 4, 2021 3.0 Pros the clean interface is very nice. thanks Cons There is no entry field for a due date. Needs PROOF OUT status option. Both of these are deal breakers and we will be finding a different helpdesk option if these features are not added. Review Source KB Karolis B. Head of Customer service Gambling & Casinos Used the software for: Less than 6 months ### "HelpDesk by LiveChat Review" April 7, 2020 3.0 Pros Easy to use, user friendly, easy to instal Cons No reports export, No tags reports. Need more reports like live chat has Review Source Response from Text July 22, 2020 Hello Karolis, thank you for your review. We implemented the ability to export reports. It enables you to export ticket metadata within the specified date range. We're constantly working on improving our reports section as well! 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