HelpDesk
HelpDesk is an intuitive IT service desk software designed to help teams manage and streamline their customer communication. Considered suitable for teams of an...
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What is HelpDesk?
HelpDesk is a browser-based help desk service and ticketing software designed to manage customer communication from one smart, centralized place. The platform consolidates messages from multiple channels including email, web contact forms, social media, live chat, and chatbots into a single ticketing system. It is powered by AI and robust automation tools that help support teams handle 10x more cases while achieving 60% quicker response times.
Key features include AI-powered ticket summaries, text enhancements for tone adjustment, tag suggestions, similar ticket detection, and language detection for automatic routing. The automation suite offers customizable rules, canned responses, automation templates, macros, and auto-assignments on a round-robin basis. Additional capabilities include collision detection to prevent multiple agents working on the same ticket, private notes for team collaboration, rich text messaging with attachments and screen recordings, audit logs, and visual analytics with multiple report types.
HelpDesk is designed for small businesses, enterprise organizations, IT help desks, and SaaS companies. The software serves customer success teams, marketing departments, and support professionals who need an intuitive solution without extensive training. With 13,000+ experts trusting the platform, it supports multidisciplinary teams with agent, admin, and viewer roles, and offers integrations with LiveChat, HubSpot, Salesforce, Jira, GitHub, and more through its Marketplace.
HelpDesk pricing
Pricing model: Freemium
HelpDesk offers three plans: Team plan at $29 per user per month (billed annually, 15% discount) or $34 per user per month (monthly); Business plan at $50 per user per month (billed annually, 15% savings) or $59 per user per month (monthly); Enterprise solution with customized pricing based on specific needs requiring direct contact for a tailored quote. A free 14-day trial is available with no credit card required and cancel anytime. The trial includes all messages at hand and real-time results reporting.
HelpDesk pros
- AI-powered ticket summaries for one-click insights
- Automatic tag suggestions for effortless categorization
- Text enhancements to adjust tone and fix grammar
- Similar tickets feature to find proven solutions
- Language detection for automatic ticket routing
- Customizable automation rules to cut repetitive tasks
- Canned responses for common answers
- Pre-built automation templates for quick setup
- Macros for preset action series with one click
- Auto-assignments on round-robin basis
- Collision detection to avoid duplicate work
- Private notes for teammate collaboration
- Rich text message area with attachments and screen recordings
- Audit log to track all system changes
- Multiple visual reports for performance analytics
- Weekly summary reports for team achievements
- Feedback request feature for customer satisfaction
- Custom domain and reply address configuration
- Personal and shared views for ticket filtering
- Integration marketplace with 20+ popular apps
- 24/7/365 support from help heroes
- GDPR compliance and Privacy-Shield certification
- 256-bit SSL secure connection encryption
- Free 14-day trial with no credit card required
HelpDesk cons
- No permanently free tier after 14-day trial
- Enterprise pricing is customized not transparent
- Some advanced features only in Enterprise plan
- Audit log unavailable for Team plan
- Requires internet connection browser-based only
- No desktop application available
- Custom fields may require setup time
- API documentation requires technical knowledge
Frequently asked questions about HelpDesk
What is a help desk?
Help desk software is a tool that serves a wide range of customer support activities. You can organize messages, give assistance, and exchange information with customers at a single point of contact. The help desk uses tickets for communication, that's why it's also known as ticketing system software. The data collected from tickets is a valuable source of customer information that enables you to analyze support stories and be well-prepared for new customer cases. The software generates themed reports to verify team performance and improve customer service strategy.
How does a help desk work?
A help desk system deals with support requests or emails called tickets from users. When users have specialized issues, they send a support request through different channels like email, phone, or an online form. The help desk team or software sorts and prioritizes tickets based on the nature and seriousness of the issue. The ticket is assigned to appropriate support personnel who work on fixing the issue. The help desk tracks progress by providing updates and communicating with the user. Once resolved, the help desk gives the user a solution and closes the ticket.
Does HelpDesk provide 24/7 support?
Yes, HelpDesk offers 24/7/365 support. You can reach out to the helpful support heroes at any time for guidance whenever you need assistance, no matter the time.
How does HelpDesk handle tickets?
HelpDesk handles requests through a structured process: 1) Ticket creation: Users submit tickets through email, web forms, or social media with all details. 2) Ticket assignment: Tickets are automatically assigned to suitable agents based on predefined rules. 3) Ticket tracking: The system tracks status and updates, recording agent notes. 4) Ticket prioritization: Tickets are prioritized based on impact, urgency, or SLA rules. 5) Communication and collaboration: Agents communicate with users and collaborate with colleagues. 6) Ticket resolution: Agents troubleshoot or escalate. 7) Ticket closure: Agents update status and gather feedback. 8) Reporting and analysis: Systems provide reports on volume, response times, and satisfaction.
Is HelpDesk software safe?
HelpDesk prioritizes security and privacy with: 1) Data Safety: GDPR compliance and Privacy Shield certification ensuring strict data protection. 2) Secure Connection: 256-bit SSL encrypting data between users and servers. 3) Anti-Spam Protection: Built-in protection preventing spam emails from reaching accounts. 4) Audit Log: Enterprise solution tracks and logs all activities. 5) Security Assistance: Additional support for Enterprise in implementing security measures and best practices.
What's the price of HelpDesk?
HelpDesk offers three plans: Team plan for growing teams at $29 per user per month annually (15% discount) or $34 monthly; Business plan for complex operations at $50 per user per month annually (15% savings) or $59 monthly; Enterprise solution fully customizable for corporations with customized pricing based on specific needs, requiring direct contact for a tailored quote.
Is HelpDesk software free?
HelpDesk provides a free 14-day trial to assess if the solution is right for you before committing. Following the trial, you can opt for the Team plan at $29 per month per user (billed annually), the Business plan at $50 per month per user (billed annually), or the Enterprise solution based on your requirements. No credit card is required for the trial.
How do you install HelpDesk?
You don't need to install HelpDesk at all since it's a browser-based solution. The only thing required is an internet connection. Sign up for the free 14-day trial to test it out directly in your browser without any installation process.
Does HelpDesk software have any integrations?
Yes, HelpDesk offers a wide range of integrations with popular apps including LiveChat, ChatBot, HubSpot, GitHub, Salesforce, Clearbit, Jira, and more. You can explore all available integrations in the HelpDesk Marketplace to amplify functionality and raise team productivity.
Can HelpDesk automate tasks?
Yes, HelpDesk automates your ticketing process with workflows involving automatic ticket creation, assignment to the right agent, prioritization, escalation, communication with customers, and resolution. Automation reduces manual effort, improves response times by 60%, and enhances customer satisfaction. You can create automation rules that immediately start working for you once marked as ready to go live.