--- description: Learn how HelpDesk can help your business. We provide UK business users the most detailed information on pricing, features, usability, and reviews for HelpDesk. image: https://gdm-localsites-assets-gfprod.imgix.net/images/getapp/og_logo-94fd2a03a6c7a0e54fc0c9e21a1c0ce9.png title: HelpDesk Reviews, Prices & Ratings | GetApp UK 2026 --- Breadcrumb: [Home](/) > [Help Desk Software](/directory/287/help-desk-ticketing/software) > [HelpDesk](/software/116767/helpdesk) # HelpDesk Canonical: https://www.getapp.co.uk/software/116767/helpdesk Page: 1 / 9\ Next: [Next page](https://www.getapp.co.uk/software/116767/helpdesk?page=2) > HelpDesk.com is the ticketing capability inside Text.com. Support teams manage tickets from email, chat, Messenger, and SMS in one queue. AI Agent resolves up to 73% of routine questions in chat, and automation routes tickets, escalates SLA risks, and follows up so teams focus on what matters. > > Verdict: Rated **4.6/5** by 182 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Key benefits of HelpDesk Every channel in one queue. Tickets from email, live chat, Facebook Messenger, and SMS arrive in one shared inbox. A conversation that starts on one channel and continues on another stays a single thread, so agents work from full context rather than fragmented records. AI Agent resolves routine questions. The AI Agent resolves up to 73% of routine customer questions in chat before they become a ticket, then hands off to a human with the full conversation preserved. Training on the help center and product documentation grounds every response in real business content. Reply suggestions and text enhancements. AI drafts accurate replies from the help center and product documentation, so new teammates answer like experienced ones from day one. Text enhancements help agents adjust tone for the customer, and one-click refinements speed up response drafting. Ticket summaries at a glance. AI generates a one-line overview of each ticket, so supervisors and returning agents understand what happened without scrolling through the entire thread. Handoffs stay smooth even across shifts or teams. Language detection and tag suggestions. Language detection routes non-English tickets to the right team automatically. Tag suggestions categorize incoming tickets so queues stay organized without manual sorting. Workflows in the Playbook. Workflows and automation rules handle routing, SLA escalation, follow-ups, and repetitive tasks without code. Every workflow lives in the Playbook, a shared library used by both AI Agents and human agents. Teams trigger workflows from ticket events, customer actions, or scheduled times. Team collaboration built in. Private notes, collision detection, canned responses, shared views, custom fields, and role-based permissions support teams from a handful of agents to large multi-region operations. Assignments route tickets to the person best placed to close them. Reporting that ties support to outcomes. Reports cover response times, resolution rates, agent workload, top ticket topics, and revenue attributed to AI-driven conversations. Teams using HelpDesk.com report up to 60% quicker response time with automation and AI. Integrations with the tools already in use. Native connections cover LiveChat, ChatBot.com, Shopify, Salesforce, HubSpot, WordPress, and Webflow through Workflows in the Playbook. Webhooks and an open API extend connectivity to any other tool in the customer's stack. Free migration and enterprise-grade security. Free migration from other ticketing systems is available, with the vendor covering costs where possible. The platform is SOC 2, GDPR, and PCI DSS (SAQ A) compliant, with encryption, secure connections, role-based access, anti-spam protection, and audit logs. Customer support is available 24/7/365. ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.6/5** | 182 Reviews | | Ease of Use | 4.7/5 | Based on overall reviews | | Customer Support | 4.5/5 | Based on overall reviews | | Value for Money | 4.4/5 | Based on overall reviews | | Features | 4.4/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: Text - **Location**: Boston, US - **Founded**: 2002 ## Commercial Context - **Starting Price**: US$29.00 - **Pricing model**: Per User (Free Trial) - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based - **Supported Languages**: English - **Available Countries**: Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua & Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium and 209 more ## Features - AI Copilot - AI Summarization - AI/Machine Learning - API - Access Controls/Permissions - Activity Dashboard - Activity Tracking - Alerts/Escalation - Alerts/Notifications - Assignment Management - Automated Responses - Automated Routing - Autoresponders - Batch Communications - CRM - CSAT Survey Structure - Call Centre Management - Canned Responses - Case Management - Chat/Messaging ## Integrations (11 total) - Chatbot - GitHub - HubSpot CRM - Jira - LiveChat - OpenWidget - Shopify - Slack - Webflow - WordPress - Zapier ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Help Desk Software](https://www.getapp.co.uk/directory/287/help-desk-ticketing/software) ## Related Categories - [Customer Service Software](https://www.getapp.co.uk/directory/231/customer-service/software) - [Help Desk Software](https://www.getapp.co.uk/directory/287/help-desk-ticketing/software) - [Issue Tracking Software](https://www.getapp.co.uk/directory/580/issue-tracking/software) - [Complaint Management Software](https://www.getapp.co.uk/directory/841/complaint-management/software) - [Customer Satisfaction Software](https://www.getapp.co.uk/directory/1029/customer-satisfaction/software) ## Alternatives 1. [Salesforce Sales Cloud](https://www.getapp.co.uk/software/90378/salesforce) — 4.4/5 (18803 reviews) 2. [Zendesk Suite](https://www.getapp.co.uk/software/9448/zendesk) — 4.4/5 (4090 reviews) 3. [LiveAgent](https://www.getapp.co.uk/software/91301/liveagent) — 4.7/5 (1787 reviews) 4. [Freshdesk](https://www.getapp.co.uk/software/10317/freshdesk) — 4.5/5 (3470 reviews) 5. [LiveChat](https://www.getapp.co.uk/software/8385/livechat) — 4.6/5 (1727 reviews) ## Reviews ### "Efficient and Easy to use\!" — 5.0/5 > **Vanessa** | *30 January 2021* | Design | Recommendation rating: 10.0/10 > > **Pros**: What I liked the most about HelpDesk is that it gives us the convenience of being able to work on our tickets on an organized page, thus saving a lot of time. It's simple and so easy to use. The internal note feature ensures that everyone in the team is on the same page, resulting in a great client experience. > > **Cons**: I'm still in the process of getting to know more about HelpDesk but I'm already loving it. > > I love how it makes our tasks easier and we're excited to discover more of its other features that we can use in our other lines of business. :) ----- ### "A Reliable and Efficient Tool for Daily Support Needs" — 4.0/5 > **Mouatez** | *3 December 2025* | Human Resources | Recommendation rating: 8.0/10 > > **Pros**: HelpDesk offers a clean and intuitive interface that makes it easy to track and manage tickets efficiently. The notification system is reliable, and the automation features save a lot of time in daily workflows. Customer support is also responsive and helpful. > > **Cons**: Some customization options feel limited, especially when adapting the dashboard to specific team needs. Reporting tools could also benefit from more flexibility and deeper analytics. Occasional delays in ticket updates can happen during peak usage times. > > Overall, my experience with HelpDesk has been very positive. The platform significantly improved how issues are handled and followed up, making team coordination smoother. Despite a few areas that could be strengthened, it remains a dependable tool that enhances productivity and communication. ----- ### "Customer Service Supervisor" — 3.0/5 > **Cindy** | *15 January 2026* | Medical Devices | Recommendation rating: 4.0/10 > > **Pros**: I like the fact that a customer can leave us a message when we are out of the office so we don't miss any interactions with the customer. > > **Cons**: Setting up HelpDesk was not as easy as it sounded. I ended up having to pay an IT company to help me get it set up and useable. Having to hire an IT company added a lot to the set up cost of this feature. I don't like that this function is separate from LiveChat, I don't like having to toggle between the two to see if there are any new messages. > > This feature does have added value but not as much as I would have anticipated. I don't like that you have to switch from Livechat to helpdesk. I really liked the way it use to be before the helpdesk became a separate function from Livechat. ----- ### "Simple, intuitive but with concerns." — 4.0/5 > **Gustavo** | *3 October 2025* | Investment Management | Recommendation rating: 7.0/10 > > **Pros**: The platform has a simple and intuitive look. Following up on emails is very clear and straightforward. > > **Cons**: Many relevant emails are ending up in the SPAM folder, which is very disruptive. In addition, emails often take a long time to appear in the system. > > The overall experience has been good, but it's very negative that we don't know whether emails are going to spam or simply taking a long time to appear. ----- ### "A Reliable Tool for Streamlined Support" — 5.0/5 > **Dimitri** | *2 October 2025* | Accounting | Recommendation rating: 10.0/10 > > **Pros**: I appreciated how easy it was to use and navigate. The interface is user-friendly, and the response time from the support team was consistently fast and helpful. It made handling support tickets much more organized and efficient. > > **Cons**: At times, the system felt a bit limited in terms of customization and reporting features. It would be helpful to have more flexibility in setting up automated workflows or detailed analytics. > > Overall, my experience with HelpDesk has been positive. It’s a reliable platform that simplifies ticket management and communication with customers. The interface is intuitive, and the support team is responsive when assistance is needed. There’s room for improvement in some areas, but it’s a strong tool for managing support tasks efficiently. ----- Page: 1 / 9\ Next: [Next page](https://www.getapp.co.uk/software/116767/helpdesk?page=2) ## Links - [View on GetApp](https://www.getapp.co.uk/software/116767/helpdesk) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-CL | | | es-CO | | | es-MX | | | fr | | | fr-BE | | | fr-CA | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Structured Data