--- 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 183 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** | 183 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. [Salesforce Sales Cloud](https://www.getapp.ca/software/90378/salesforce) — 4.4/5 (18810 reviews) 2. [Zendesk Suite](https://www.getapp.ca/software/9448/zendesk) — 4.4/5 (4092 reviews) 3. [Freshdesk](https://www.getapp.ca/software/10317/freshdesk) — 4.5/5 (3480 reviews) 4. [LiveAgent](https://www.getapp.ca/software/91301/liveagent) — 4.7/5 (1789 reviews) 5. [LiveChat](https://www.getapp.ca/software/8385/livechat) — 4.6/5 (1727 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 ----- ### "Fabulous Platform" — 5.0/5 > **Melissa** | *March 5, 2026* | Automotive | Recommendation rating: 10.0/10 > > **Pros**: The Helpdesk is designed for ease of use, making support requests simple, fast, and completely effortless for every user. > > **Cons**: Absolutely nothing at all—no issues, no complications, no concerns—just smooth sailing and complete ease\! > > 10/10 – exceptionally easy to use, intuitive, and overall a brilliant platform that makes everything seamless and efficient\! ----- ### "Customer Service Supervisor" — 3.0/5 > **Cindy** | *January 15, 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. ----- ### "Helpdesk: benefits and drawbacks" — 5.0/5 > **Ivan** | *November 10, 2025* | Gambling & Casinos | Recommendation rating: 8.0/10 > > **Pros**: I like how simple it’s is to navigate through the Helpdesk, like making it easier to track, prioritize, and manage issues > > **Cons**: If tickets are misrouted or the system is too rigid, sometimes errors may occur. Also relying solely on tickets may reduce direct human interaction, which some customers prefer. > > Pretty good so far, the learning curve wasn’t to complicated all. Team collaboration is also pretty good, it’s easy to assign tickets to each other. ----- ### "Very Helpful" — 4.0/5 > **Kimberley** | *November 20, 2025* | Telecommunications | Recommendation rating: 8.0/10 > > **Pros**: I very much appreciate the ability to follow tickets and search for names and issues. This has helped to streamline my work. > > **Cons**: I really can not think of anything to not like about the features of HelpDesk. As I mentioned, it has been very helpful. > > It has been very helpful in being able to follow client issues and concerns, and in helping me to make sure that my work is efficient. ----- 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