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Helpdesk

Table of Contents
SME Reviews 3
Introduction

Help desk software gives a business one organised place to handle customer support. Instead of queries buried in a shared inbox and social messages, every request becomes a trackable ticket that can be assigned, prioritised and answered, with nothing forgotten.

Who it suits

A help desk suits any business where customer questions have outgrown a single inbox, and where slow or missed replies are starting to cost goodwill and repeat business.

What you get

  • Ticketing that captures requests from email, chat and social.
  • Assignment and priorities so the right person handles each query.
  • A self-service knowledge base to deflect common questions.
  • Reporting on response times and satisfaction.

Choosing one

Most help desk tools are monthly subscriptions priced per agent, with free or low-cost entry tiers. The right choice depends on your volume, budget and whether you already use a related software suite. Check current pricing on the options that fit.

Our take

Even a simple help desk transforms support for a growing SME, because tracked tickets mean nothing slips and customers feel looked after. Compare popular options like Freshdesk and Zoho Desk, and treat support as part of customer success, not just problem-clearing.

See help desk options

Related: Freshdesk  ·  Zoho Desk  ·  Customer success

Main Features

Ticket management – Manage incoming emails, requests from web forms and any other sources from the HelpDesk dashboard. Using their tags functionality you can group tickets together based on specific filters and create custom ticket lists.

Automation – Automate repetitive tasks and optimise your response time. The software also lets you create automated workflows and canned responses to repetitive questions to speed up your response time.

Integration – HelpDesk allows you to integrate with apps to create the ultimate digital workspace. Some of the applications you can integrate with are LiveChat, Shopify, Zapier, HubSpot, GitHub, Jira, and Salesforce.

Analytics – Analyse reports to gain insights and make better decisions for your business. You can use the data to measure your performance and find trends. Get insights such as your response times, and spot peak times when you get more messages than usual. HelpDesk allows you to download reports or export your data to get an overview of your current results and historical data.

Personalisation – HelpDesk allows you to customise all the elements that are the touchpoints with your customer, including your email domain, agent signature to the email message template, or agent rating message. You can also add visual elements to your emails that highlight your brand identity.

AI Integration: Automate customer support operations and get a full understanding of cases without devoting time to in-depth analysis with HelpDesk’s AI.

Pricing

HelpDesk has three priced plans and offers a free 14-day trial for its Business plan.

Team Plan – $34 per user, billed monthly or $29 per user, billed annually. The Team plan features:

  • Paid users with admin or agent roles
  • 5 free viewers
  • 5 teams
  • 5 forwarding addresses
  • 5 reply addresses
  • One custom domain
  • 5 email templates
  • 5 active rules
  • 5 activated custom fields

Business Plan – $59 per user, billed monthly or $50 per user, billed annually. The Business plan features:

  • Paid users with admin or agent roles
  • 20 free viewers
  • 100 teams
  • 100 forwarding addresses
  • 100 reply addresses
  • 100 custom domains
  • 100 email templates
  • 50 active rules
  • 20 activated custom fields

Enterprise Plan – Custom pricing upon request. The Enterprise plan features everything on the business plan plus:

  • Dedicated account manager
  • Product training
  • Software engineer support
  • Security assistance
  • White label
  • Service level agreements (SLAs)
Pros and Cons

Pros

Strong automations and AI integration
Has a free trial
Low-cost

Cons

No local pricing
Can be pricey as businesses scale
FAQs

There’s no limit to the number of office agents that can jump into a ticket and give the necessary assistance.

Helpdesk allows customisation of ticket forms and workflows to suit your specific needs. This can include customising fields, ticket categories, and automation rules.

Yes, you can add or remove an agent account whenever you like.

Helpdesk offers integrations with various third-party applications, such as CRM software, accounting software, and communication platforms.

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