HelpDesk review (2026): features, pros and cons, and what to check before you buy
Per-agent ticketing system from the LiveChat/Text company with a shared inbox, chat and AI agent included.
Our take for buyers
HelpDesk is a per-agent ticketing system with a shared inbox, chat and an AI agent, built by the LiveChat company, which is now Text S.A. Its footer reads Text, Inc. Best for small support teams and Shopify sellers who want chat plus tickets, not for ITSM or deep enterprise customization. Its pricing is per user, with no per-ticket fees. It is a good match for small teams.
G2 shows 4.6 from only 34 reviews, so the review base is small. Reviewers praise very easy setup and ease of use, while product direction scored weakest at 7.5. Shortlist it for small teams that value quick setup. Teams needing SSO, audit logs or a large review base to reference should check the Enterprise plan carefully.
Pros
- Very easy setup (ease of setup 9.8 on G2)
- Easy to use.
Cons
- Product direction scored weakest (7.5 on G2)
- Best for
- Small support teams that want flat per-user pricing with no per-ticket fees.
- Starting price
- $19 per user/month billed yearly ($25 monthly)
- G2 rating
- 4.6 (34 reviews)
What is HelpDesk?
Per-agent ticketing system from the LiveChat/Text company with a shared inbox, chat and AI agent included. From the LiveChat company, this suits small teams wanting a flat per-user price at $19 yearly or $25 monthly, with no per-ticket charge. Shopify sellers get chat and tickets together. Check the rule and AI resolution limits on Essential, since extra resolutions are sold in packs. HelpDesk was founded in 2002 and is based in Wroclaw, Poland (parent Text S.A.).
Category: Help Desk Software
HelpDesk key features
| 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) |
HelpDesk plans and 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.
Who should shortlist HelpDesk
A strong fit for
- Small support teams that want flat per-user pricing with no per-ticket fees.
- Shopify sellers wanting chat plus tickets.
A weak fit for
- Teams needing ITSM or deep enterprise customization.
- Buyers who need a large review base, G2 count is small.
HelpDesk alternatives
Help ScoutSmall support teams under 25 users that want a simple inbox plus Docs.
FreshdeskSMB support teams wanting low entry price and SAML SSO on every plan.
ZendeskSupport teams that want a broad omnichannel suite with a regional data hosting option.
FrontTeams that work out of shared email addresses and need internal comments and assignment.
Zoho DeskSmall teams that want a free 3-agent start.
GorgiasShopify-style online stores that want unlimited agents on a ticket-based price.
Security, admin and compliance
HelpDesk lists SOC 2 Type 2, GDPR, CCPA, PCI DSS and DPF. Custom SAML 2.0 SSO, audit logs, custom roles and the SOC 2 listing are tied to Enterprise, while social login is available on all plans. SCIM, data residency and DPA terms are not published. Enterprise adds a dedicated account manager, SLAs, and personalized onboarding. A monthly plan is available.
- SAML SSO
- Enterprise only (custom SAML 2.0); social login on all plans.
- Audit logs
- Enterprise.
- Certifications
- SOC 2 Type 2, GDPR, CCPA, PCI DSS, DPF.
Contract and buying terms
- Contract
- Monthly plan available.
- Implementation
- Personalized onboarding and training on Enterprise.
- Support
- Dedicated account manager and SLAs on Enterprise.
- Starting price
- $19 per user/month billed yearly ($25 monthly)
- Pricing model
- Per user.
- Free plan or trial
- Free trial.
What to test in a HelpDesk demo or trial
Use the 14 day no-card trial to test email, website chat, Messenger and SMS routing. Essential has only 3 ticketing rules and 3 workflow rules, so test whether your automations fit, and note it keeps just 60 days of conversation history. Run real conversations through the AI agent to see how resolutions are counted against the 10 a month on Essential or 200 on Growth. If you run Shopify, test the selling flow in chat.
Questions to ask HelpDesk before you sign
These are the points HelpDesk's public pages leave open. Get the answers in writing before procurement signs off.
- 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?
Things to know before a demo
- 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 FAQ
What is HelpDesk used for?
From the LiveChat company, this suits small teams wanting a flat per-user price at $19 yearly or $25 monthly, with no per-ticket charge. Shopify sellers get chat and tickets together. Check the rule and AI resolution limits on Essential, since extra resolutions are sold in packs. It suits small support teams that want flat per-user pricing with no per-ticket fees.
Does HelpDesk support SAML SSO?
Custom SAML 2.0 SSO is Enterprise only. Social login works on all plans. SCIM is not published.
What security certifications does HelpDesk list?
SOC 2 Type 2, GDPR, CCPA, PCI DSS and DPF are listed. Audit logs are an Enterprise feature, and data residency and a DPA are not published.
Who is HelpDesk best for?
Small support teams wanting flat per-user pricing with no per-ticket fees, and Shopify sellers wanting chat plus tickets. It is not for ITSM or deep enterprise customization.
Vendor profile
- 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.
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.