Help Desk Software
HelpDesk: features, pricing and who it fits
HelpDesk comes from the company behind LiveChat and charges per agent, from $19 on yearly billing, without ticket fees. It combines a team inbox, website chat and an AI agent. Essential allows three automation rules and ten AI resolutions each month, and reviewers rate setup very easy.
Who HelpDesk is for
Best for
- Small support teams that want flat per-user pricing with no per-ticket fees
- Shopify sellers wanting chat plus tickets
Look elsewhere if
- Teams needing ITSM or deep enterprise customization
- Buyers who need a large review base, G2 count is small
Fit by company size
| Category | 1-10 people | 11-50 people | 51-500 people | 500+ people |
|---|---|---|---|---|
| Help Desk Software | Strong fit | Strong fit | Workable | Poor fit |
Strong fitWorkablePoor fitNo data from the vendor
HelpDesk features
- 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 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.
Prices as published by HelpDesk on the date above. Quotes for larger teams often differ, which is what a request on SaaSBid surfaces.
Pros and cons
What users like
- Very easy setup (ease of setup 9.8 on G2)
- Easy to use
Common complaints
- Product direction scored weakest (7.5 on G2)
Integrations, security and hosting
- Security and compliance
- SOC 2 Type 2, GDPR, CCPA, PCI DSS, DPF
- Implementation
- Personalized onboarding and training on Enterprise
Worth knowing before you buy
- 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.
