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HelpDesk

Composite Score

9.3 /10

CX Score

9.2 /10

68 Reviews Write a Review

What is HelpDesk?

HelpDesk is a solution designed to simplify how your team handles customer communication. Personalized and precise messages will upgrade your customer experience. HelpDesk gives you the tools you need to manage your communication in one app.

Company Details

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Awards & Recognition

HelpDesk won the following awards in the Customer Service - Midmarket category

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2025 Emotional Footprint Champion

Latest Award, 2025

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

Latest Award, 2025

2025 Data Quadrant Champion

2025

11 Top Rated Capabilities

10 Top Rated Features

2025

2024 Emotional Footprint Champion

2024

Strategy and Innovation
Service Experience
Product Impact

2024

2024 Data Quadrant Champion

2024

9 Top Rated Capabilities

9 Top Rated Features

2024

2023 Emotional Footprint Champion

2023

Service Experience
Product Impact

2023

2023 Data Quadrant Champion

2023

8 Top Rated Capabilities

9 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Service Experience
Product Impact

2022

2022 Data Quadrant Champion

2022

7 Top Rated Capabilities

8 Top Rated Features

2022

HelpDesk Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on HelpDesk.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

95 Likeliness to Recommend

98 Plan to Renew

83 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+94 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love HelpDesk?

1% Negative

2% Neutral

97% Positive

Pros

Reliable
Performance Enhancing
Enables Productivity
Saves Time

Feature Ratings

Average 91

Analytics and Reporting

Multi Channel Support

Agent Scripting

Mobile Customer Care

Agent Collaboration

Intelligent Search

Customer Community Management

Customer Service Workflow Management

Customer Self Service Capabilities

Customer Service Knowledge Management

Contact Center Integration

Vendor Capability Ratings

Average 91

Usability and Intuitiveness

Availability and Quality of Training

Business Value Created

Vendor Support

Quality of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Customization

Ease of Implementation

Ease of IT Administration

HelpDesk Reviews

Zainab M.

Role: Operations
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2022

I haven’t encountered a better product.

Likeliness to Recommend

10 /10

What differentiates HelpDesk from other similar products?

Livechat is basically about the features for me. I do remember for example, that Livechat was the first helpdesk program to introduce a sneak-peek feature around 2016 which allowed customer service agents see what customers type, even before it is sent. From experience, no alternative comes close to Livechat in the area of features.

What is your favorite aspect of this product?

I like that Livechat archives every chat conversation we have with our customers. This is always very helpful, in cases of returning customers with a product issue they had previously reported.

What do you dislike most about this product?

Livechat is amongst the few tools I can term flawless, at least from my own experience.

What recommendations would you give to someone considering this product?

For customer service activity involving communication via chat, Livechat is the best out there in my own opinion.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Role: Sales Marketing
Industry: Technology
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Jan 2022

Top tool for customer service professionals

Likeliness to Recommend

9 /10

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Jaime G.

Role: Industry Specific Role
Industry: Insurance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2022

Very easy to use, necessary features cost too much

Likeliness to Recommend

8 /10

What differentiates HelpDesk from other similar products?

It clearly is the superior chat feature to have but it's too expensive for the necessary chat bots you need to make it effectively work for it's purpose.

What is your favorite aspect of this product?

Ease of use

What do you dislike most about this product?

Price of necessary extra features

What recommendations would you give to someone considering this product?

Go with Tidio instead, it's cheaper and while it's not as easy to figure out, the cost savings far outweigh the negative.

Pros

Efficient Service
Effective Service
Caring
Respectful

Cons

Charges for Enhancements
Less Generous
Less Fair

Latest Research

HelpDesk

What is HelpDesk?

Company Details

Need Assistance?

Awards & Recognition

2025 Emotional Footprint Champion

2025 Data Quadrant Champion

2024 Emotional Footprint Champion

2024 Data Quadrant Champion

2023 Emotional Footprint Champion

2023 Data Quadrant Champion

2022 Emotional Footprint Champion

2022 Data Quadrant Champion

HelpDesk Ratings

95 Likeliness to Recommend

98 Plan to Renew

83 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+94 Net Emotional Footprint

How much do users love HelpDesk?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Customer Community Management Creation and management of branded and focussed user communities.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Customer Self Service Capabilities Customer-facing resolution wizards and guidance, community forums or integrations through 3rd part integrations.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities offered or through 3rd party integrations.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

HelpDesk Reviews

Zainab M.

I haven’t encountered a better product.

Likeliness to Recommend

Pros

Top tool for customer service professionals

Likeliness to Recommend

Pros

Jaime G.

Very easy to use, necessary features cost too much

Likeliness to Recommend

Pros

Cons

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Title

Feature Ratings

Analytics and Reporting

Multi Channel Support

Agent Scripting

Mobile Customer Care

Agent Collaboration

Intelligent Search

Customer Community Management

Customer Service Workflow Management

Customer Self Service Capabilities

Customer Service Knowledge Management

Contact Center Integration

Vendor Capability Ratings

Usability and Intuitiveness

Availability and Quality of Training

Business Value Created

Vendor Support

Quality of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Customization

Ease of Implementation

Ease of IT Administration