--- 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](/) > [Help Desk Software](/directory/287/help-desk-ticketing/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 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 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 - [Help Desk Software](https://www.getapp.ca/directory/287/help-desk-ticketing/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. [Salesforce Sales Cloud](https://www.getapp.ca/software/90378/salesforce) — 4.4/5 (18802 reviews) 2. [Zendesk Suite](https://www.getapp.ca/software/9448/zendesk) — 4.4/5 (4089 reviews) 3. [LiveAgent](https://www.getapp.ca/software/91301/liveagent) — 4.7/5 (1787 reviews) 4. [Freshdesk](https://www.getapp.ca/software/10317/freshdesk) — 4.5/5 (3467 reviews) 5. [LiveChat](https://www.getapp.ca/software/8385/livechat) — 4.6/5 (1727 reviews) ## Reviews ### "Efficient and Easy to use\!" — 5.0/5 > **Vanessa** | *January 30, 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. :) ----- ### "Excellent and impressive service helpdesk provide" — 5.0/5 > **Myrel** | *October 2, 2025* | Consumer Services | Recommendation rating: 10.0/10 > > **Pros**: The Helpdesk provides us with a convenient way to request assistance, particularly for technical issues or questions regarding specific tools and processes. It is user-friendly, easy to access, and features a straightforward design that makes navigation simple. > > **Cons**: Honestly, I can’t think of any significant shortcomings, as the Helpdesk is exceptionally comprehensive in the support it provides. Nearly every concern or question I’ve had has been addressed efficiently, whether it relates to technical issues, navigating tools, or understanding processes. The scope and responsiveness of their assistance make it feel like virtually every aspect is covered, resulting in a highly satisfactory user experience overall. > > My overall experience with HelpDesk has been overwhelmingly positive. The platform is intuitive and easy to navigate, making it simple to request assistance whenever I encounter any issues or have questions. The support team is prompt, knowledgeable, and always willing to provide clear and actionable solutions. Whether I need help with technical problems, guidance on using specific tools, or clarification regarding processes, HelpDesk consistently delivers reliable support. The comprehensive resources and user-friendly features have contributed to a smooth and efficient experience, and I feel confident knowing that help is always easily accessible when I need it. ----- ### "Help improve Helpdesk" — 3.0/5 > **Neal** | *March 21, 2025* | Mechanical or Industrial Engineering | Recommendation rating: 2.0/10 > > **Pros**: filters to sort tickets, saving a custom filter, some expanded functionality > > **Cons**: New ticket does not send email to Assigned agent. Long subject default text (Ticket from chat \#$%^^\&\*^\#%) - no kidding, where else to tickets come from? Your ticket number means nothing to me. I want an easy way to send a transcript to an email, and to include more than 1 email address. Tags are not sorted the same as in chat. Helpdesk icon located near bottom left in Chat window- menu, and usually hidden. If someone assigned has not answered ticket, it there a Check mark in their Helpdesk icon? Can we give (open, pending) a Nudge after a week? > > Many differences, but not many improvements from old ticketing. ----- ### "Efficient and User-Friendly Support Tool works really well because it highlights both usability and performance without sounding exaggerated." — 5.0/5 > **Bruna** | *March 19, 2026* | Information Technology & Services | Recommendation rating: 7.0/10 > > **Pros**: What I liked most about HelpDesk was its intuitive interface and ease of use. It made managing tickets, tracking issues, and communicating with customers very efficient. The organization of information and automation features also helped streamline daily tasks. > > **Cons**: One aspect I liked least about HelpDesk was that some features felt limited or not as flexible as expected, especially when handling more complex workflows. There is room for improvement in customization and advanced options. > > Overall, my experience with HelpDesk has been positive. The platform is easy to use, helps keep customer interactions organized, and improves response efficiency. While there are some areas that could be more flexible or streamlined, it remains a reliable tool for managing support tasks. ----- ### "Great option for a mid sisze company and above." — 4.0/5 > **RUBEN** | *September 18, 2025* | Computer Software | Recommendation rating: 8.0/10 > > **Pros**: Is a complete tool to manage your tickets from al your departments: Sales, customer support and any other > > **Cons**: It is a little pricey Another tickets apps in the market offer the same experience and tools for a less money > > In overall Helpdesk is a good option for a mid size company and above. If you have a small size company find another solution. ----- 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