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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Real user data aggregated to summarize the product performance and customer experience.
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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
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?
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Saves Time
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
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
HelpDesk Reviews
Precious E.
- Role: Operations
- Industry: Retail
- Involvement: Business Leader or Manager
Submitted Jul 2025
Champion for Instant Support & Efficient Ticketing
Likeliness to Recommend
What differentiates HelpDesk from other similar products?
LiveChat HelpDesk primarily differentiates itself by offering best-in-class live chat capabilities with features like real-time typing view and proactive visitor engagement, seamlessly integrated with a user-friendly ticketing system within a single, intuitive application, making it highly efficient for SMBs focused on instant customer support.
What is your favorite aspect of this product?
My favorite aspect of LiveChat HelpDesk is its chat-first excellence, particularly the Message Sneak Peek feature, combined with its truly seamless integration of ticketing within a unified and intuitive agent interface, which significantly boosts our team's efficiency and customer satisfaction
What do you dislike most about this product?
My most significant dislike about LiveChat HelpDesk, from an SMB perspective, is its limited native omnichannel capabilities beyond web chat and email, often requiring separate paid add-ons or complex integrations to truly unify all communication channels.
What recommendations would you give to someone considering this product?
If your priority is highly efficient, real-time customer engagement on your website with seamlessly integrated basic ticketing, LiveChat HelpDesk is an excellent, user-friendly, and cost-effective choice, but be mindful of additional costs for advanced AI or omnichannel features.
Pros
- Continually Improving Product
- Reliable
- Performance Enhancing
- Enables Productivity
Emmanuel I.
- Role: Sales Marketing
- Industry: Energy
- Involvement: End User of Application
Submitted Jun 2025
User friendly CRM tool
Likeliness to Recommend
What differentiates HelpDesk from other similar products?
It is an email-based ticketing, but integrates with live chat to provide a real-time escalation thread.
What is your favorite aspect of this product?
It has a free plan and a built-in chat tool
What do you dislike most about this product?
It can overwhelm due to its crammed features which needs learning. Also customization is limited
What recommendations would you give to someone considering this product?
Its most suitable for small or medium scale organization that needs an email ticketing model
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
faith c.
- Role: Sales Marketing
- Industry: Biotechnology
- Involvement: Vendor Management and Renewal
Submitted Mar 2025
Suitable for everyone
Likeliness to Recommend
What differentiates HelpDesk from other similar products?
Very user friendly
What is your favorite aspect of this product?
Easy to use
What do you dislike most about this product?
Integration to other software
What recommendations would you give to someone considering this product?
Good for business
Pros
- Performance Enhancing
- Trustworthy
- Unique Features
- Fair
Cons
- Slower Product Innovation
- Less Caring
- Inhibits Innovation
