HelpDesk.comHelpDesk.com is the ticketing capability inside Text.com, the customer service platform. Support teams use it to manage tickets from email, live chat, Messenger, and SMS in one queue.AI handles the repetitive work: tagging, summarizing, detecting language, and suggesting replies. Automation routes tickets, escalates SLA risks, and follows up so your team stays on the tickets that need judgment. Private notes, canned responses, custom fields, and ticket assignments keep collaboration tight.Teams handle up to 60% quicker response time with automation and AI. AI Agent resolves up to 73% of routine questions in chat before they become a ticket, then hands off to a human with full context.HelpDesk.com scales with your team. Small support teams get started fast with a shared inbox and ready-to-use views. Larger operations layer in Workflows through the Playbook, custom statuses, role-based permissions, and SLA policies to keep queues moving predictably. Reporting shows response times, resolution rates, and agent workload so leads can spot bottlenecks before they turn into backlogs.HelpDesk.com connects to LiveChat, ChatBot.com, Shopify, Salesforce, HubSpot, WordPress, Webflow, and other tools through the Playbook, plus webhooks and an open API.HelpDesk.com is SOC 2, GDPR, and PCI DSS (SAQ A) compliant.100,000+ experts run their customer service on HelpDesk.com.
HelpDesk.com (helpdesk.com) has 38 customer reviews on Five Star Index, with an average rating of 4.3 out of 5.
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IT & Communication · Boston, Massachusetts
Excellent
IT & Communication · Boston, Massachusetts
Excellent
IT & Communication · Boston, Massachusetts
Excellent
IT & Communication · Boston, Massachusetts
Excellent
Showing 27 reviews with 5 stars · Clear filters
Hilary
HelpDesk has worked for our company without any glitches or fails. It's been a great way for us to still offer a channel for our customers to connect with us (during evenings and weekends when we don't have an employee online and available to respond to inquiries).
Berny S.
Helpdesk is a great ticketing tool. My company resells solutions and implements these solutions into companies. Our helpdesk license has been used for a variety of things, ranging from being support emails to internal issue tracking etc
Jean P.
We find the system very helpful, easy to use and customize - there are several options for customizing that we have made use of and have become instrumental in our response times, our consistency and our analytics for our customer service team.
Vir J.
The software is organised and easy to navigate. I like that reports can be generated quickly within any time frame / selected 'Teams'.
David
Helpdesk does exactly what we need it to do . More importantly it does it efficiently and makes the management of our support task effortless.
Fritz D.
Great Service
AW
We have been using HelpDesk for over six months now. I love the automation and templates. It's now so much easier for us to track and manage our tickets across multiple reps. Plus the integration with other products in their stack is a huge plus!
Michael C.
Great async communication management system, we use it for all external messages from contact forms, standard email, as well as HelpDesk's contact widget. Their 'workflow' system is a no-brainer, helping us automate much work. An additional plus is having a free "Viewer" role that allows us to share communication with people who don't work with it when we want to consult something internally. Highly Recommended.