Unclaimed: Are you working at Helpdesk?
Helpdesk Reviews: 4.6/5 — Highly Rated
HelpDesk is a help desk software that allows companies to manage customer support requests and communications through a structured ticketing system. It provides features like ticket creation, assignment, tracking, prioritization, agent collaboration, automation, reporting, and integration with other tools. HelpDesk aims to streamline the customer service process, improve response times, and enhance customer satisfaction.
| Segment |
Small Business
Mid Market
|
|---|---|
| Ease of use |
Beginner
Intermediate
|
| Deployment | Cloud / SaaS / Web-Based |
| Support | Chat, Email/Help Desk, Knowledge Base |
| Training | Documentation |
| Languages | English, Polish |
HelpDesk markets itself as AI help desk software, and its entry plan includes 10 AI resolutions. Not ten a day — ten. The plan that gives you a working quantity, 200, costs $79 per user per month against $19 — a 4.2× jump. For a five-agent team that is $4,740 a year instead of $1,140. If the AI is why you are here, Essential is a demonstration and Growth is the product.
- What it is: A ticketing and help desk platform with AI agents, from the LiveChat group.
- Best for: Teams that want ticketing plus chat, and can justify the Growth tier.
- Pricing: $19 or $79 per user a month billed yearly. Verified August 2026.
- The honest catch: Essential’s AI allowance is 10 resolutions.
What Is HelpDesk?
HelpDesk is a ticketing system built around a shared inbox, with AI woven through it. It belongs to the LiveChat family, which shows in the channel list — email, website chat, Messenger, SMS and selling through Shopify all appear on the entry plan, so it is a support desk and a conversational sales tool at once.
The ticketing fundamentals are all present at Essential: inbox and tickets, statuses and priorities, automated assignment, canned responses and three ticketing rules.
The AI layer is what the product leads with — AI Agents, AI resolutions, an AI Copilot, reply suggestions and AI text edits — and it is also where the tiers separate most sharply.
Growth adds the things a scaling team needs: 20 custom fields, 10 ticketing rules, up to 10 teams, shared canned responses, unlimited history, chat supervision and takeover, agent activity, performance reports and 30 proactive campaigns.
Enterprise is quote-only, described as “custom AI, built and run for you”.
How HelpDesk Works
- Shared inbox ticketing with automated assignment.
- Email, chat, Messenger, SMS and Shopify from the entry plan.
- AI agents and resolutions, metered by tier.
- Per-user pricing, billed yearly or monthly.
- The pricing page defaults to the yearly view.
- Free trial on both published plans.
HelpDesk Pricing
Note that the pricing page opens on the yearly (discounted) view, so the first numbers you see are already reduced.
| Plan | Billed yearly | Billed monthly | Per agent, yearly | AI resolutions |
|---|---|---|---|---|
| Essential | $19/user/mo | $25 | $228 | 10 |
| Growth (most popular) | $79/user/mo | $99 | $948 | 200 |
| Enterprise | Custom | Custom | — | Custom |
What actually decides your cost:
- Ten AI resolutions is a demo, not an allowance. HelpDesk’s own page title calls this “AI Help Desk Software”, and Essential includes 1 AI Agent, 10 AI resolutions, 5 reply suggestions and 5 AI text edits. Those are quantities you would exhaust in an afternoon of real support work. If the AI is the reason you are evaluating this product, price Growth from the outset — Essential will show you how the feature behaves, not let you run on it.
- Growth costs 4.2× Essential, and it is per user. $79 against $19 on yearly billing. Per agent that is $948 a year against $228, and the multiplication is what hurts: a five-agent team pays $4,740 a year on Growth against $1,140 on Essential — a $3,600 difference. This is the single largest decision on the page, and the AI allowance is the main thing forcing it.
- The page defaults to the yearly view. The $19 and $79 you see first are the discounted rates; monthly billing is $25 and $99. Anyone comparing HelpDesk against a competitor’s monthly pricing should make sure they are comparing like with like.
- The “save up to 24%” claim is accurate, and correctly hedged. Essential falls from $25 to $19, exactly 24.0%. Growth falls from $99 to $79, 20.2%. The “up to” is doing real work — only the cheaper plan reaches the headline figure — but nothing is overstated.
- The channel list on Essential is unusually generous. Email, website chat, Messenger, SMS and Shopify selling are all on the $19 plan. Many competitors reserve chat or SMS for higher tiers. If your requirement is multi-channel ticketing rather than AI throughput, Essential covers considerably more ground than its price suggests.
- Ticketing rules are the other tight constraint at entry. Three rules on Essential against 10 on Growth, plus 20 custom fields and up to 10 teams. For a single small team that may be fine; for anyone routing tickets across departments, three rules will bind quickly — and it is a second reason the $79 tier ends up being the real starting point for structured teams.
- Chat supervision and takeover are Growth-only. If you have junior agents whose conversations need oversight, that capability — along with agent activity and performance reports — sits behind the 4.2× step. It is a genuine management feature rather than a padded one.
- Enterprise is quote-only. “Custom AI, built and run for you.” No pricing published, so expect a sales conversation if you need bespoke AI behaviour.
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Who Should Use HelpDesk
- Small teams needing multi-channel support. Chat, Messenger and SMS at $19.
- Shopify sellers. Selling through Shopify is on the entry plan.
- Teams that will actually use AI at volume. Growth’s 200 resolutions.
- Existing LiveChat customers. Same family, familiar tooling.
It fits poorly for anyone buying primarily for AI on a budget, since Essential’s allowance is 10 resolutions; for larger teams sensitive to per-seat costs, where Growth multiplies quickly; and for organisations needing more than three ticketing rules without paying 4.2×.
Honest Pros and Cons
Strengths
- Chat, Messenger, SMS and Shopify all on the $19 plan.
- “Save up to 24%” verifies exactly on Essential.
- Automated assignment and canned responses at entry.
- Chat supervision and takeover for team oversight.
- Free trial on both published plans.
- Unlimited history from the Growth tier.
Limitations
- 10 AI resolutions on the entry plan.
- Growth costs 4.2× Essential, per user.
- Three ticketing rules at entry.
- The pricing page defaults to discounted yearly rates.
- Enterprise pricing is not published.
- Chat supervision requires the $79 tier.
HelpDesk Alternatives and How It Compares
- LiveChat is the sibling product, focused on live chat rather than ticketing.
- Freshdesk competes directly and offers a free tier for small teams.
- Intercom is the heavier, more expensive option with strong AI resolution features.
- A shared mailbox remains the honest zero-cost baseline for very small teams.
The Verdict
HelpDesk is a capable ticketing product with a genuinely generous channel list at the bottom and one pricing decision that dominates everything else.
The generous part first. Essential at $19 per user includes email, website chat, Messenger, SMS and Shopify selling, plus automated assignment and canned responses. Competitors frequently gate chat or SMS behind higher tiers, so for a small team wanting multi-channel support without AI ambitions, this is well priced and covers more ground than the headline suggests.
The problem is that HelpDesk sells itself as AI help desk software, and Essential includes 10 AI resolutions. Not per day, not per agent — ten. Alongside 5 reply suggestions and 5 AI text edits, that is an allowance you would exhaust in a single busy afternoon. It is enough to see the feature work and not enough to depend on it.
Getting a working quantity means Growth at $79 per user, which is 4.2× the entry price and delivers 200 AI resolutions. Because pricing is per seat, that multiplies hard: a five-agent team pays $4,740 a year rather than $1,140 — a $3,600 difference driven substantially by AI throughput. Growth does bring other real things — 10 ticketing rules instead of 3, 20 custom fields, up to 10 teams, and chat supervision and takeover for overseeing junior agents — but the AI allowance is what will push most evaluators over.
Two smaller notes. The pricing page opens on the yearly view, so the $19 and $79 are already discounted; monthly is $25 and $99. And the “save up to 24%” claim holds — exactly 24.0% on Essential, 20.2% on Growth — with the “up to” honestly placed.
The sensible approach is to decide first whether you are buying ticketing or AI. If it is ticketing across several channels for a small team, Essential is good value. If it is AI resolution at any real volume, budget for Growth from the start and multiply by your agent count before comparing anything else.
FAQ
How much does HelpDesk cost?
Essential is $19 per user per month and Growth is $79, both billed yearly — or $25 and $99 billed monthly. Note the pricing page opens on the yearly view, so those first figures are already discounted. Per agent annually that is $228 and $948. An Enterprise tier exists at custom pricing. Both published plans include a free trial.
How many AI resolutions does HelpDesk include?
10 on Essential and 200 on Growth. Essential also includes 1 AI Agent, 5 reply suggestions and 5 AI text edits; Growth raises that to 10 AI Agents and adds ticket summaries, tag suggestions and automated tags. Given the product is marketed as AI help desk software, the ten-resolution entry allowance is best understood as a demonstration rather than a working quantity.
Why is HelpDesk’s Growth plan so much more expensive?
It is 4.2× Essential — $79 against $19 per user — and the gap buys three things: a 20× larger AI allowance (200 resolutions against 10), structural capacity (10 ticketing rules instead of 3, 20 custom fields, up to 10 teams, unlimited history), and team oversight (chat supervision and takeover, agent activity, performance reports). Because it is per seat, a five-agent team pays $4,740 a year against $1,140.
What channels does HelpDesk’s cheapest plan support?
More than most competitors at that price: email, website chat, Facebook Messenger, SMS and selling through Shopify, all on the $19 Essential plan. If your requirement is multi-channel ticketing rather than heavy AI use, this is where HelpDesk is genuinely competitive.
Is HelpDesk’s 24% yearly discount accurate?
Yes, and it is properly hedged. Essential falls from $25 to $19 — exactly 24.0%. Growth falls from $99 to $79 — 20.2%. So only the cheaper plan reaches the advertised figure, which is why the claim reads “up to 24%”. Nothing is overstated.
Compare Helpdesk with other popular tools in the same category.
I like the search engine function and the UX design that is very user friendly
Sometimes, the featured articles on the right side of the screen are not related to the one I'm currently on.
Help Desk is really helpful in order to organize articles and guides for our customers and even for employees
That I can get assistance from the IT department very fast your because of this software.
At the moment I live everything, there are no bad reviews from now.
I don't have to go to the department that helps me, only by using HelpDesk I can get assistance right away.
How easy and streamlined it is to seek assistance. It definitely changed the definition of how we collaborate across the organization. Couldn't ask for more. This is indeed awesome!
I am not sure if it has many competitors out there. But I couldn't say anything that I dislike since in a perfect world, it hits al those functionalities that are awesome.
Well to automate the process of being able to seek some assistance which saves sometime and makes sure that you get assistance from the correct contact person.
Always find the steps to solve my problem.
At the moment I do not have any bad review
Reporting issues to our IT department
I am able to allocate support admins specific tickets to be handled by them in the departments
Help Desk is a very good platform, all the features work well
Managing client communication is easy and makes support work easy and efficient
-Easy to use ticketing sytem -Free trial for 14 days gives rnought time to look into all features - web based application , so can use it anywhere
the graphical interface of the application can be made better.
Day to day Task created on ticketing system Easy to monitor task and keep records for future
* Help Desk is a one-stop software that provides centralized information and supports management to end-users. * With Help Desk software, one can easily raise their tickets for their respective concerns. * It facilitates to handle queries on the basis of automated routing, prioritization, categorization. * For using Help Desk, we only need a web browser to access help desk services which makes it most effortless and best option among users. * It is suitable for all companies regardless of company size whether it is small or large.
* If we are able to receive notification sound in HelpDesk when message comes then it would be very helpful.
* HelpDesk able us to work on tickets on an organised page which saves lot of out time. * Easy to track application status. * Communication between users and support team is good. * Gives an option to write internal notes. * HelpDesk provides ability to assign different message to different users. * Can manage communication with client in easy and better way. * Able to create ticket by using different filters, which helps us to assign tickets in team in better way.
My favorite features are automation options. They helped us to solve some of the customers' requests automatically, so that our consultants can focus on more challenging problems and issues that need our real involvement. I also appreciate its' inbox, which is well organized and designed in the way everybody know what to do. It helped us to better organize our work within the team and improved our response rate for common support questions.
Well, at the moment all works really good and I don't see any fields for improvement.
We managed to better organize the workflow, improved our customer service, especially via email channel.
We love how easy and smooth it is to handle tickets and build customer relationships with HelpDesk. The ability to track customer service activities has been a great help.
I have no comments on any flaws in HelpDesk. Everything has been smooth so far.
We have been able to provide service much quicker and easier. Our team loves how simple the platform is to use.
When it comes to ticket management and building a better customer bond, HelpDesk is one tool that will be on the top of my recommendation list. All the results are present in one place that makes it easy for me to take a look and enhance my performance. Everything is so detailed and simple.
I don’t have such a problem with this application, my work is going on smoothly without any hassle as such.
When it comes to ticket management and building a better customer bond halpdesh has heloed us a lot, it's very detailed and simple to use
There are several reasons why we chose HelpDesk. It's easy to implement and use. Everyone can understand this tool, regardless of their experience. It's clear, and you can handle multiple tickets at once without any frustration. On top of that, HelpDesk is regularly updated with new features that impress with their usability.
I have no doubts about HelpDesk. It's a great tool and ensures good customer service.
Handling multiple tickets at once which was much needed.
Thanks to HelpDesk, we organized our work in the team and streamlined ticketing processes. We don't need any additional software to solve customer requests quickly and effectively.
We have no comment on this part. Features work well and the product handles all requests correctly.
We were looking to organize and automate the ticketing process and manage the issues our team receive and helpdesk helped the team to better align and do the job right
We can now manage support messages from our customers in one shared email box. And the canned responses (template messages) is a real time saver.
Nothing really. And they even helped us migrating our Zendesk tickets to HelpDesk.
It is so much easier to use than Zendesk, and we get reporting tools, tags, guest users (viewers) included at a much better price.
In our opinion, HelpDesk is easy to use and intuitive. Our agents had no problem with mastering the features, which is a plus. The whole implementation and data migration are super fast. We have speeded up time-consuming tasks with automated workflows. Support team appreciates that frequently asked questions can be solved in a few seconds with canned responses. It's good to add HelpDesk to your tool list.
Nothing so far, I believe they will keep me updated as usual if the implement some new features.
data migration, automated workflows, organized
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 was very easy to set it with Gmail. It integrates with different tools using Zapier integration.
I don't see any downsides. Everything works as it should.
It helped me put all the customers' requests into a single place. Getting emails from customers and managing them in via email was a pain. Some emails were forgotten or not answered. Thanks to HelpDesk I can set the priorities and never lose any customer feedback.
I love Helpdesk because it has so many features that I need for the entire customer support tasks. You don't need any other software.
Nothing to complain, everything is executed perfectly.
Responding to customers in time, managing the customer tickets.
HelpDesk is one of the most amazing software i have used in our company. i like the HelpDesk so much because it offers the following quality customer support easy to set up and use provides good case management and also has very beautiful features.
Although i have been using this beautiful software, so far the only thing that should be improved is the functionality. something needs to be done to make it more user friendly.
It has help our company in reaching out to many our our customers effectively through social monitoring . we have been able to attend to all our customers through the support of the HelpDesk.
Helps in connecting people for resolving their problems
Not getting any reward from Helpdesk while i am using it since last 2year
All employees internal and external raising tickets for permissions and issue with applications they are facing on daily basis
User interface was very good. It's very to use for beginners
Nothing just some time it's work slow etc
Like any issues there we connect to them. They gave us better solution
Helps manage bugs and issues with tech team.
Could be more interactive and UI friendly.
Ticket management for all issues in my organisation.
Resolve problems faster.Get real-time reports and insights. Ease for all users.
Sometime connection problem occurred while on support.
Network connectivity problems or most of all problems that our developers faced or client faced.
Effective to work on customer support queries.
Sometimes export tickets do not work and do not receive notifications instantly.
Do not receive notifications instantly which is one of the cons of it. Easy tool to work with.
This Helpdesk system is very easy to use. User interface is very intuitive. Conversation history is embedded in the ticket detail make it easier to keep track.
Doesn't show tags on the ticket listing page.
Improve our customer support with customer. Help customer support agents communicate effectively with customers.
The ability to follow up and track requests
When there are multiple back & forth emails on a request, the threads are clunky.
HelpDesk helps with managing the ongoing and never-ending requests from multiple people. IT managers can assign requests and track customer satisfaction.
The filters and being able to link refer
The filters and being able to reference back to the desk case
To better communicate to our customers
What I like the most about Helpdesk is its interface. Its very interactive and engaging. User interface and experience also seems quite decent with the necessary features.
I think what I like least about Helpdesk is its pricing and possibly its customer support at times. There have been times where the response time and SLA have not been complte met, but this is not very frequent.
Helpdesk used to help me solve business problems like priorization, work allocation, ticket tracking, and SLA trackng. It gave some basic reports which were useful to share with business heads too.
Features provides are easy and best in tool
Can be more user friendly then now it is
Can automate tasks, send ready messages, real time reporting
The most helpful features are the organizational tools, such as flagging tickets based on priority, dept etc... Tickets can also be assigned to individual users regardless of group and team.
This system takes over our standard email inbox and occasionally makes replying to standard emails more complicated than it could be. This can be amended by replying to standard emails via a client such as Outlook.
Organizing and tracking customer service-oriented support across internal and external clients. We use this software on a daily basis to track to majority of our support requests across our small team.
What I like about HelpDesk is that it allows you to create teams of service agents that can be assigned different tasks, however, absolutely everything is kept in one place. I can also say that the user experience impressed me, because the page is incredibly fast to load all its features. In addition, you can configure the application so that all tickets arrive first to your email to notify you.
HelpDesk has a high cost per agent, you can only save if you purchase annual plans, since when you select monthly plans they increase considerably.
In the organization where I work it was necessary to implement a platform that would allow us access and visibility to meet customer requirements. HelpDesk has helped us automate common responses and that we focus on really urgent tickets to improve our efficiency.
Able to filter on only my open and active tickets.
The dashboard is messy, hard to navigate between the different analytics without getting confused
When there are internal user problems with IT related issues/networking/ others, we use it to triage tickets and track issues
