--- description: Detailed reviews on HelpDesk based on features, pricing, usability, and ratings. Get a quick overview advantages and disadvantages. Compare HelpDesk with similar products. image: https://gdm-localsites-assets-gfprod.imgix.net/images/getapp/og_logo-94fd2a03a6c7a0e54fc0c9e21a1c0ce9.png title: HelpDesk Reviews, Prices & Ratings | GetApp Canada 2026 --- Breadcrumb: [Home](/) > [Customer Service Software](/directory/231/customer-service/software) > [HelpDesk](/software/116767/helpdesk) # HelpDesk Canonical: https://www.getapp.ca/software/116767/helpdesk Page: 1 / 9\ Next: [Next page](https://www.getapp.ca/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 184 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** | 184 Reviews | | Ease of Use | 4.7/5 | Based on overall reviews | | Customer Support Software | 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 and 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 Software - CSAT Survey Structure - Call Center Management - Canned Responses - Case Management Software - 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 Software - Phone Support - 24/7 (Live rep) - Chat ## Category - [Customer Service Software](https://www.getapp.ca/directory/231/customer-service/software) ## Related Categories - [Customer Service Software](https://www.getapp.ca/directory/231/customer-service/software) - [Help Desk Software](https://www.getapp.ca/directory/287/help-desk-ticketing/software) - [Issue Tracking Software](https://www.getapp.ca/directory/580/issue-tracking/software) - [Complaint Management Software](https://www.getapp.ca/directory/841/complaint-management/software) - [Customer Satisfaction Software](https://www.getapp.ca/directory/1029/customer-satisfaction/software) ## Alternatives 1. [Zendesk Suite](https://www.getapp.ca/software/9448/zendesk) — 4.4/5 (4116 reviews) 2. [Salesforce Sales Cloud](https://www.getapp.ca/software/90378/salesforce) — 4.4/5 (19024 reviews) 3. [LiveChat](https://www.getapp.ca/software/8385/livechat) — 4.6/5 (1729 reviews) 4. [LiveAgent](https://www.getapp.ca/software/91301/liveagent) — 4.7/5 (1788 reviews) 5. [Milvus](https://www.getapp.ca/software/132287/milvus) — 4.8/5 (298 reviews) ## Reviews ### "Efficient solution for customer support" — 5.0/5 > **Anushka** | *August 31, 2020* | Computer Software | Recommendation rating: 8.0/10 > > **Pros**: 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. > > **Cons**: 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 helpdesk was very easy and detailed to work with ----- ### "Simple, Efficient, and Reliable Customer Support Tool" — 4.0/5 > **Bisola** | *March 31, 2026* | Marketing & Advertising | Recommendation rating: 6.0/10 > > **Pros**: I like how tickets are organized in one place, which improves response time and efficiency. efficiency. The automation features and collaboration tools also make it easier for teams to work together and stay on top of customer requests. > > **Cons**: While the platform is great overall, some advanced features can feel a bit limited compared to other tools. The customization options could be improved, and it sometimes takes time to fully understand all functionalities. Pricing may also be a concern for smaller teams or individuals. > > Overall, my experience with HelpDesk has been positive. It has helped streamline communication and made customer support more organized and efficient. The platform is reliable and user-friendly, making it suitable for both beginners and experienced users. With a few improvements in customization and advanced features, it would be even better. ----- ### "Overall good" — 3.0/5 > **Noemi** | *August 18, 2025* | Entertainment | Recommendation rating: 4.0/10 > > **Pros**: I like the option to create canned templates and I love the read receipts, it helps a lot knowing the recipient opened the email. > > **Cons**: I don't like if some other agent replies on a ticket I created, it will unassign me and assign to that agent and I can't see it anymore in my tickets list > > Overall good, but I would definitely improve the assigning issue I mentioned above. I feel like HelpDesk is a bit limited and feels childish in design too, I used better ticketing tools before, like Zendesk. ----- ### "Helpdesk review" — 4.0/5 > **Jude** | *December 20, 2025* | Gambling & Casinos | Recommendation rating: 8.0/10 > > **Pros**: The new ticketing system which allowed me to take chats and check my tickets at the same time. This change helps me at work a lot > > **Cons**: Sometimes it can be hard to navigate. Sometimes with view i wish it was a little more streamlined in order to navigate > > Overall postive experience, 8/10 i dont really have anything negative to say as i am enjoying the application ----- ### "New User to Helpdesk" — 5.0/5 > **Richard** | *March 12, 2026* | Transportation/Trucking/Railroad | Recommendation rating: 10.0/10 > > **Pros**: The helpdesk is easy to use and has good functions for tagging different people to messages and good function for internal/private messages > > **Cons**: I have not yet come across any issues, i have not found any bugs, issues or anything. I have only used the platform for internal and external messaging. > > Up to now a positive experience and a solid platform for messaging both internal and external/private. ----- Page: 1 / 9\ Next: [Next page](https://www.getapp.ca/software/116767/helpdesk?page=2) ## Links - [View on GetApp](https://www.getapp.ca/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