# Page 5 | HelpDesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 5 - 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 5 - Reviews of HelpDesk ## Showing most helpful reviews Showing 101-125 of 180 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 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 DG Deepak G. Customer service representative Information Technology and Services Used the software for: Less than 6 months ### "Helpdesk provides a fantastic experience as compared to other similar products." November 11, 2024 5.0 Working in a help desk provides a fantastic experience for engaging with customers Pros In a help desk, I prefer the filter option because it helps separate tickets effectively. Cons Sometime it does not show an exact number of tickets in a folder because of a technical glitch. Review Source Response from Text November 18, 2024 Hello Deepak! Thank you for your thoughtful review and for sharing your experience with us. We’re delighted to hear that our HelpDesk platform stands out for you compared to other products. It’s great to know that the filter option is making a difference in your workflow by helping you organize and separate tickets effectively—those tools can be game changers for a busy helpdesk environment. We also appreciate you pointing out the technical glitch where the exact number of tickets isn’t always shown in a folder. Feedback like this is incredibly valuable as we strive to make improvements that matter to users like you. We're committed to addressing these kinds of issues to make your experience even smoother. Thanks again for taking the time to share your thoughts. If you need any assistance, don't hesitate to reach out. Best regards, HelpDesk Team DD Denise D. Support Manager Information Technology and Services Used the software for: Less than 6 months ### "My Personal Experience with Helpdesk " February 3, 2025 5.0 I'd been using this for work and it is very helpful to communicating easily with customers Pros great platform and easy access tools, very helpful Cons Not least thing to like about helpdesk. Everything is great! Review Source Response from Text February 5, 2025 Hello Denise! Thank you for taking the time to share your experience with Helpdesk. We're thrilled to hear that you find the platform easy to use and helpful for communicating with customers. Your feedback means a lot to us, and we're happy to know Helpdesk has been a valuable tool for your work. If you ever need any assistance or have suggestions, feel free to reach out. We appreciate your support. Best regards, HelpDesk Team MW Michelle W. Customer service Representative Consumer Goods Used the software for: Less than 6 months ### "Help Desk Review" December 31, 2024 5.0 Very user friendly, easy and efficient system. Pros Help desk is very similar to Zendesk and I already had experience in Zendesk so that made HD a lot easier Cons I don't dislike anything about HelpDesk. Review Source Response from Text January 2, 2025 Hello Michelle! Thank you for taking the time to share your experience with HelpDesk. We’re thrilled to hear that your familiarity with Zendesk made the transition smooth and that you find our platform user-friendly, easy, and efficient. Your feedback means a lot to us, and we’re glad HelpDesk meets your expectations. If you ever have suggestions or need assistance, please don’t hesitate to reach out. Thanks again for your kind words and support. Best regards, HelpDesk Team ZB Zuko B. Customer Service Sports Used the software for: Less than 6 months ### "Superstars " April 13, 2025 5.0 Wonderful, really enjoying the platform. Pros Easy to assist my casino players and easy Macros that IU used to assist easily and fast. Cons When the chat will disappear and comes back as like a Glitch. Review Source Response from Text April 16, 2025 Hello Zuko! Thank you your feedback! We're thrilled to hear that our platform's ease of use and macros have been helpful in assisting your casino players efficiently. We appreciate you bringing the glitch to our attention—we'll certainly look into improving that experience for you. Your enjoyment of the platform means a lot to us! Thanks again for being a valued user—we look forward to continuing to support you! Warm regards, HelpDesk Team AB Arman B. CEO Consumer Goods Used the software for: Less than 6 months ### "Good tool for any business" October 11, 2024 5.0 Pros It easy to use and really good program and very useful Cons Other companies that offer this kind of app, most of them are free not separately paid. Thats the only advantage of others. Switched from [Intercom](https://www.capterra.com/p/134347/Intercom/) LiveChat is very easy to use, because in intercom everything is mixed. Review Source Response from Text October 22, 2024 Hello Arman! Thank you for taking the time to share your thoughts on our product. We’re thrilled to hear that you find our program easy to use and helpful for your business needs. We also appreciate your feedback on pricing, and it's something we continuously evaluate to ensure we provide the best value for our customers. Your input helps us grow and improve, and we’re grateful for your trust and support. If you ever have any suggestions or need assistance, please don’t hesitate to reach out. Best regards, HelpDesk Team JS Josiane S. Customer service agent Package/Freight Delivery Used the software for: Less than 6 months ### "Helpful and easy" December 11, 2024 4.0 I’ve used it for a couple months and it works great, easy to use and help a lot Pros Efficiency and the ability to work with it Cons It could be a little simplified too many buttons and options Review Source Response from Text December 12, 2024 Hello Josiane! Thank you for taking the time to share your thoughts with us. We're thrilled to hear that you find our tool helpful and easy to use. It's awesome to know it’s making a difference in your work. We also appreciate your suggestion about simplifying the interface. Feedback like yours helps us improve, and we’ll keep it in mind as we continue making updates. If you ever have more ideas or need any support, feel free to reach out—we’re here to help. Best regards, HelpDesk Team hH halee H. customer service Consumer Services Used the software for: Less than 6 months ### "love help desk" August 23, 2024 5.0 I overall love helpdesk. It is very easy to use and i love it better than other things we have used for emails. Pros i love that it is very easy to use and not complicated at all. Cons it can be a little slow with loading emails sometimes. Switched from [Microsoft Outlook](https://www.capterra.com/p/227138/Microsoft-Outlook/) because help desk is easier to use than outlook. Review Source Response from Text September 3, 2024 Dear Halee, Thank you for taking the time to share your thoughts about HelpDesk. We’re thrilled to hear that you find our platform easy to use and that it has made managing your emails simpler. We understand the importance of efficiency, and your feedback helps us make these improvements. Your satisfaction is our top priority. If you have any more suggestions or need any assistance, please don’t hesitate to reach out. We’re here to help! Thanks again for being a valued customer. HelpDesk Team PW Paul W. IT Shaman Non-Profit Organization Management Used the software for: Less than 6 months ### "Paul's Review" November 6, 2024 5.0 Very smooth flow for people to submit requests. Pros Easy to use, very intuitive. Ability to add dropdowns. Cons Adding new users to the list of people who can submit a ticket. Review Source Response from Text November 18, 2024 Hello Paul! Thank you for taking the time to share your feedback. We’re thrilled to hear that you find our platform easy to use and intuitive, and that the request submission process has been smooth for you. Your input on user management is valuable, and we’re always looking for ways to make improvements. Thanks again for your review – we appreciate your support. Best regards, HelpDesk Team KL Kelsey L. Live Chat Help Education Management Used the software for: Less than 6 months ### "Great Product" December 9, 2024 5.0 Pros Userfriendly, easy to use, all information easily found. Cons Nothing I could find - It all seemed very user friendly. Review Source Response from Text December 11, 2024 Hello Kelsey! Thank you for your review of HelpDesk! It’s great to hear that you find our platform user-friendly and easy to navigate, with all the information right where you need it. If you ever have additional feedback or ideas, we’d love to hear from you. Thanks for being a part of our HelpDesk community. Best regards, HelpDesk Team HB Heather B. HR Business Partner Non-Profit Organization Management Used the software for: Less than 6 months ### "Help Desk Review" November 14, 2024 4.0 It has been a great asset in keeping my requests in order. Pros Keeping requests in order has been great for my time management.. Cons Nothing really. I think more personalization for users would be nice. Review Source Response from Text November 21, 2024 Hello Heather! We appreciate you sharing your experience with HelpDesk. It’s great to hear that it’s been a valuable tool for keeping your requests organized and helping with time management. Your suggestion about adding more personalization is a fantastic idea. We're always looking for ways to make HelpDesk even more user-friendly and tailored to individual needs, so we’ll keep this in mind for future updates. Thanks again for your kind words and helpful input. If there’s ever anything else you’d like to share, we’re all ears. Best regards, HelpDesk Team BN Bernardo N. analyst Executive Office Used the software for: Less than 6 months ### "Help desk easy and useful" October 28, 2024 5.0 Help desk is a nice tool, very convenient and easy to use. Pros it's a nice tool, is easy to use and very intuitive Cons at the beginning was a little confusing use the "merge" option Review Source Response from Text November 6, 2024 Hello Bernardo! Thank you for your feedback. We're glad to hear you find our HelpDesk easy and intuitive. We appreciate your note on the "merge" option—it helps us keep improving. Thanks for sharing your experience. Best regards, HelpDesk Team SL Sam L. Director Computer & Network Security Used the software for: Less than 6 months ### "Knowing where your data is kept is important when It comes to customer support" August 19, 2024 5.0 Very good, support easy to work with and the plans are reasonably priced Pros It's easy to use and not too hard to integrate with websites. The UX/UI is important. Cons The custom support email section is hard to understand and still not sure if set up correctly, or if there are any additional steps to take Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) worried about data security with the other business Review Source Response from Text August 27, 2024 Hello Sam! Thank you for taking the time to share your thoughts on HelpDesk! We're thrilled to hear that you find our platform easy to use and appreciate the importance we place on UX/UI design. We also appreciate your feedback regarding the custom support email setup. We understand the importance of clarity in every service aspect, especially in such an important area. Please feel free to contact our support team if you need any assistance— we're here to help you every step of the way. Thank you again for choosing HelpDesk and for your valuable feedback. We're here to ensure you have the best possible experience. Best regards, HelpDesk Team SV Sarah V. Benefits and Payroll Administrator Non-Profit Organization Management Used the software for: Less than 6 months ### "Helpdesk review" November 14, 2024 4.0 I have very little experience - so far have not had to use much as employee or agent. Pros Fairly user friendly, straightforward to put in a request and respond as an agent. Cons You cannot copy and paste screenshots or snips. Review Source Response from Text November 21, 2024 Hello Sarah! Thank you for taking the time to share your thoughts about HelpDesk. We're glad to hear you found it user-friendly and straightforward to use. We also appreciate your note about the copy-paste functionality for screenshots or snips. Feedback like this helps us identify areas where we can improve and provide a better experience for our users. If you have any further suggestions or questions as you continue using HelpDesk, feel free to reach out—we’d love to hear more about your experience. Thanks again for your review. Best regards, HelpDesk Team AS Adam S. Founder Marketing and Advertising Used the software for: 6-12 months ### "Efficient Help Desk solution" June 14, 2024 5.0 Even though in our business model we don't deal with as many clients as say a manufacturing company, it is still important to solve clients' inquiries on time. Being a small company, without the integrations and the efficient management, that wouldn't be possible. Pros The feature I like the most that influenced me to choose HelpDesk is the ability to integrate it with a plethora of different platforms and automate a lot of processes. At this stage of growing our company, we are focused on streamlining our workflow and optimizing the usage of the resources we have. Cons I don't think there are many things they got wrong. We had some glitches and slowdowns on certain occasions. Also, I think a sound notification when a new message arrives could be helpful. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We wanted to try the new integrations inside of HelpDesk when they first came up with them and we decided afterwards to migrate platforms. Review Source Response from Text August 9, 2024 Hello Adam! Thank you for taking the time to share your thoughtful feedback on HelpDesk. We're thrilled to hear that our platform’s integration capabilities and process automation have been instrumental in helping you streamline your workflow and optimize your resources. It's great to know that our platform has contributed to your ability to manage client inquiries efficiently, especially as a small company. Your insights are incredibly important to us. Thank you again for your support. All the best, HelpDesk Team BS Berny S. Head of Technical Team Computer Software Used the software for: Less than 6 months ### "Helpdesk - Dradni Group " June 27, 2024 5.0 We use helpdesk for tickets, verification codes and sales tracking. I am impressed with its features. Pros I like the way it’s easy to use, the layout of it and the functionality both plans offer Cons I dislike the introduction of the new plan rather suddenly, taking away features of the team plan. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Became partners with livechat so wanted to use their products to know the service we sell to customers. Review Source Response from Text August 9, 2024 Hello, Berny! Thank you for sharing your feedback on HelpDesk. We're glad to hear that you find our platform easy to use and that its layout and functionality meet your needs. Your comments about the new plan introduction are noted, and we appreciate your understanding. Thank you for your trust in us! GE Gerry E. Director Marketing and Advertising Used the software for: Less than 6 months ### "Good Choice" June 3, 2024 5.0 Pros The clean design and ease of use are what I like most about HelpDesk. Cons A direct print option would be nice to have. Switched from [ConnectWise Automate](https://www.capterra.com/p/142789/ConnectWise-Automate/) HelpDesk is better designed and more effective for what our company does. Review Source Response from Text June 14, 2024 Gerry, thank you for your review! We're thrilled you find HelpDesk's design and usability beneficial. We appreciate your suggestion for a direct print option and will consider it for future updates. We're glad HelpDesk better meets your company's needs. Feel free to reach out if you need anything! Best, The HelpDesk Team MG Max G. Investor Real Estate Used the software for: I used a free trial ### "Easy to use" June 8, 2024 4.0 Overall an uncomplicated tool for support staff. Pros Set up process is not complicated. Easy to use for people with all levels of tech skills. Cons No major issues so far. I have not yet experienced any trouble. Review Source Response from Text June 18, 2024 Thank you for taking time to write a review about our product! WM Wayne M. President/CEO Retail Used the software for: 1-2 years ### "The best HelpDesk for small business website owners" March 11, 2022 5.0 Customer Support was hard to get a hold of through Shopify App and took over a week to get help and then was told I cannot use my HelpDesk on Shopify I would have to start over with a new account. Pros Features, layout, tags, spam blocking, email signature in outgoing emails, domain verification for outgoing emails so it has our email address Cons You can not integrate with Shopify unless you start a whole new account with a different domain and email then you have to start all over from scratch. Very disappointed as I have an integration with LiveChat but HelpDesk is separate for some reason in Shopify and they are the same company. Reason for choosing HelpDesk Because it integrates with LiveChat which I have used for over 6 years. Review Source LS Lianne S. Virtual Assistant Professional Training & Coaching Used the software for: Less than 6 months ### "Helpdesk" March 8, 2021 3.0 We purchased this program to help us with ticket management, as we were handling our customer service tickets through regular email. This system does allow us to do that. However, the system is not customizable, and it is very cumbersome and clunky. I would definitely not recommend this system to anyone else. Pros \-- Provides an easier way to manage requests that come into our business than through regular email. -- Gives an option for writing internal notes so that agents can make private comments to one another inside tickets for background -- Keeps all our support requests in one location so they are easier to find and manage than regular email Cons \-- Templates / emails cannot be customized without knowledge of HTML -- Poor customer service -- we have submitted tickets as well as chatted with CS on issues that required further investigation on their end. They have told us each time they would get back to us, but they never have. If they can't resolve the issue right at that moment, we never hear from them again. -- Our automated responses that we have set up to trigger when someone submits a ticket go our to every agent, every single time someone submits a ticket. Very annoying. The automated responses also become part of the ticket thread, which makes the threads long and cumbersome. We have asked them to please shut this off, and have been told they cannot do that. Reason for choosing HelpDesk Another team member was using Livechat, and suggested that Helpdesk would integrate more easily with Livechat. Review Source Response from Text May 28, 2021 Hi Lianne, Here's Weronika from HelpDesk. Thank you for your honest review. I've read it carefully and would like you to know that it's crucial to make HelpDesk usable and meet your needs. Email templates indeed require HTML knowledge, but luckily you can always use our default template. It's ready to implement and will make your messages look professional. I'm sorry we left your message unanswered. We didn't do this on purpose. Our support heroes do their best 24/7 to answer your doubts. I'll see what happened with your ticket to make sure this never happens again. Now, the issue with automated workflows. They're designed to make your job easier, so I deeply regret that it didn't work out as expected. I'd appreciate knowing exactly how you've set them up so we can make them run in your favor. Email us directly at weronika@helpdesk.com to discuss the matter and reactivate your account for a month for free. I'll do my best to make your experience with HelpDesk enjoyable. JW Jason W. IT Admin Mining & Metals Used the software for: 2+ years ### "Hekpesk review" December 8, 2022 5.0 Pros Integration and customization are very easy. You can be up and running in no time. Cons Using LiveChat and Helpdesk still feels a little too separated, agents, tags, and canned responses do not carry from one to the other. Reason for choosing HelpDesk Price point vs features and online reviews seemed like a good balance. Review Source MU Mantvydas U. CEO Machinery Used the software for: 1-2 years ### "We have what we need, but there is always what to improve" January 17, 2023 4.0 Everything is suitable and in the end of the day does the job Pros Great to have a form for customer to fill which was easy to implement in the website and to start gather tickets Cons We needed different inputs to a form and we were unable to create custom inputs or text box to gather more specific information from customer, for example remote software login details or warranty number. Also we lack of analysis data, we cant know which our selling products receive most tickets. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Reason for choosing HelpDesk Recommendations from other websites, we tried and it fit our needs Review Source Response from Text August 9, 2024 Hello! We appreciate your feedback. We understand how important it is to capture specific information like remote software login details or warranty numbers, and to have insights into which products generate the most tickets. We’re excited to share that we’ve recently added several new features that might address some of your needs. Our platform now includes AI-powered tools for smarter ticket management, new integrations with popular platforms to enhance your workflow, auto-assignment features to streamline the ticket handling process, and a comprehensive audit log for better tracking and compliance. Additionally, we’re continuously working on more updates. We encourage you to explore these new features, and we believe they’ll bring even more value to your experience. Thank you again for your feedback! CW Chad W. Manager of Member Engagement | Product Owner Internal Systems Consumer Services Used the software for: 1-2 years ### "Operations and Admin use with My Secure Advantage Inc. (MSA)" December 12, 2022 5.0 We love it. We use HelpDesk, LiveChat, and ChatBot Pros We love the ability to quickly process support and/or member-facing requests through the website or the App. Cons N/A - Support isn't available live since we are on the west coast of the United States and y'all are in Poland. Even though we have to submit tickets, support has been very quick and collaborative Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[Hiver](https://www.capterra.com/p/142975/Hiver/) Reason for choosing HelpDesk The intergration of the three products we have HelpDesk, LiveChat, and ChatBot Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Poor support and availability Review Source Talk to a Capterra advisor for free and get results within 15 minutes.