Help Desk Software
HelpDesk review
Per-agent ticketing system from the LiveChat/Text company with a shared inbox, chat and AI agent included.
HelpDesk at a glance
- Category
- Help Desk Software
- Starting price
- $19 per user/month billed yearly ($25 monthly)
- Pricing model
- per user
- Public pricing
- Yes
- Free plan
- No
- Free trial
- Yes
- Contract
- Monthly or yearly
- G2 rating
- 4.6 (34 reviews)
- Founded
- 2002
- Headquarters
- Wroclaw, Poland (parent Text S.A.)
- Employees
- about 250-300 (parent company)
- Funding or owner
- Parent Text S.A. listed on Warsaw Stock Exchange since 2014
- Security
- SOC 2 Type 2, GDPR, CCPA, PCI DSS, DPF
- Integrations
- Shopify, Messenger
Buying HelpDesk: security, admin and contract
- SAML SSO
- Enterprise only (custom SAML 2.0); social login on all plans.
- Audit logs
- Enterprise.
- Contract
- Monthly plan available.
- Support
- Dedicated account manager and SLAs on Enterprise.
- Implementation
- Personalized onboarding and training on Enterprise.
Questions to ask HelpDesk before you sign
- Is SCIM provisioning included, or a paid add-on?
- Where is our data stored, and can we choose the region?
- Can we sign your standard DPA without changes?
- What will the price be at renewal, and is the increase capped?
Questions are listed where HelpDesk's public pages leave the answer open.
Who HelpDesk is for
Choose HelpDesk if
- Small support teams that want flat per-user pricing with no per-ticket fees.
- Shopify sellers wanting chat plus tickets.
Look elsewhere if
- Teams needing ITSM or deep enterprise customization.
- Buyers who need a large review base, G2 count is small.
HelpDesk pricing
| Plan | Price | Unit | Notes |
|---|---|---|---|
| Essential | $19 yearly / $25 monthly | per user/month | 1 AI Agent, 10 AI resolutions/month, 60-day history |
| Growth | $79 yearly / $99 monthly | per user/month | 10 AI agents, 200 AI resolutions, unlimited history |
| Enterprise | Custom | quote | Custom SSO, audit logs, custom roles |
14-day trial, no card. Annual saves up to 24%. Per-user model, never per ticket or visitor.
HelpDesk features by buying criteria
| Criterion | What we found |
|---|---|
| Channel coverage | Email, website chat, Messenger, SMS, Shopify selling. |
| Ticket automation and routing | 3 ticketing rules on Essential, 10 on Growth. |
| AI agents and assistance | AI Agent with 10 resolutions/month (Essential), 200 (Growth); extra 50 resolutions $49.50. |
| Reporting and SLA tracking | Agent activity and performance reports on Growth; scheduled reports on Enterprise. |
| Integrations | 10,000 API calls/month on Essential; MCP server access. |
| Pricing model | Per user, monthly or yearly, AI resolution packs as add-on. |
| Target company size | Small teams (60.6% of G2 reviewers are small business) |
What reviewers say about HelpDesk
Praised for
- Very easy setup (ease of setup 9.8 on G2)
- Easy to use.
Common complaints
- Product direction scored weakest (7.5 on G2)
Themes paraphrased from public reviews on G2 and similar sites, not quotes.
What most HelpDesk reviews leave out
- Essential includes only 10 AI resolutions a month; extra 50-packs cost $49.50.
- Custom SAML SSO, audit logs and SOC 2 listing are Enterprise only.
- Essential keeps only 60 days of conversation history.
- Essential has 3 ticketing rules and 3 workflow rules, which limits automation.
- Same parent company as LiveChat; HelpDesk.com footer reads Text, Inc.
HelpDesk alternatives
Help ScoutSmall support teams under 25 users that want a simple inbox plus Docs.Free up to 5 users; Standard $25 per user/month
FreshdeskSMB support teams wanting low entry price and SAML SSO on every plan.$19 per agent/month billed annually (Growth)
ZendeskSupport teams that want a broad omnichannel suite with a regional data hosting option.$19 per agent/month billed annually (Support Team)
FrontTeams that work out of shared email addresses and need internal comments and assignment.$25 per seat/month billed annually (Starter, up to 10 seats)
Zoho DeskSmall teams that want a free 3-agent start.Free edition (3 users); paid from INR 420 per user/month billed annually (price shown in INR on the vendor site; no USD price confirmed)
GorgiasShopify-style online stores that want unlimited agents on a ticket-based price.$10/month (Starter, 50 tickets, monthly only)
Sources
Every fact on this page comes from HelpDesk's own pricing, product or documentation pages, G2 and company records, checked on October 24, 2026. Unknown values are left out instead of estimated.