HelpDesk review (2026): features, pros and cons, pricing
Per-agent ticketing system from the LiveChat/Text company with a shared inbox, chat and AI agent included.
Verdict at a glance
HelpDesk is a per-agent ticketing system from the LiveChat and Text company with a shared inbox, chat and an AI agent included. It offers email, website chat, Messenger and SMS, and suits small teams that want flat per-user pricing.
Pros
- Very easy setup (ease of setup 9.8 on G2)
- Easy to use.
Cons
- Product direction scored weakest (7.5 on G2)
What is HelpDesk?
Per-agent ticketing system from the LiveChat/Text company with a shared inbox, chat and AI agent included. It is built for small support teams that want flat per-user pricing with no per-ticket fees and shopify sellers wanting chat plus tickets. HelpDesk was founded in 2002 and is based in Wroclaw, Poland (parent Text S.A.).
Category: Help Desk Software
HelpDesk key features
| Feature | 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. |
HelpDesk pricing
HelpDesk charges per user per month: Essential at $19 yearly or $25 monthly, Growth at $79 yearly or $99 monthly, and Enterprise on a custom quote. Annual billing saves up to 24%. Plans can be monthly or yearly, and there is a 14 day trial with no card. Add-ons include extra AI resolutions in 50-packs at $49.50 and a 100,000 API call package at $29.50. Essential includes 10,000 API calls a month and 10 AI resolutions, while Growth includes 200 AI resolutions and unlimited history.
| 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 HelpDesk is best for
Best for
- Small support teams that want flat per-user pricing with no per-ticket fees.
- Shopify sellers wanting chat plus tickets.
Not ideal 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.
What HelpDesk really costs
- Per seat per month
- $19 per user (Essential, billed yearly); $25 monthly.
- Billing
- Monthly and annual.
- Annual discount
- Up to 24% (page)
- 20 users per year
- Essential at $19 x 20 x 12 = $4,560 per year; Growth at $79 x 20 x 12 = $18,960.
Add-ons and extras to budget for
- Extra AI resolutions 50-pack $49.50.
- 100,000 API calls package $29.50.
Questions to ask about price
- Is there a minimum number of seats or a minimum annual spend?
- How much can the price rise at renewal, and is the increase capped in the contract?
- Are there one-time costs for implementation, onboarding or data migration?
Is HelpDesk worth the price?
HelpDesk is good value for small support teams that want flat per-user pricing with no per-ticket fees, and for Shopify sellers who want chat plus tickets. It gets expensive if you rely on AI resolutions, since Essential includes only 10 a month, or if you need Growth at $79 per user. Teams needing ITSM or deep enterprise customization should look elsewhere.
Worth it if
- 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.
Pricing details most reviews leave out
- 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.
Our verdict on HelpDesk
HelpDesk is a per-agent ticketing system from the company behind LiveChat, now sold under the Text brand. Essential costs $19 per user per month billed yearly or $25 monthly, and Growth costs $79 yearly or $99 monthly. The vendor says pricing is per user, never per ticket or visitor. Per-agent pricing keeps small-team budgets easy to predict. Yearly billing is cheaper than monthly.
The low entry price comes with limits. Essential includes one AI agent, 10 AI resolutions a month, 60 days of conversation history and 3 ticketing rules. Extra AI resolutions cost $49.50 per 50-pack. Custom SSO and audit logs are Enterprise only, on a custom quote. G2 evidence is thin at 34 reviews, though the 4.6 rating is solid.
HelpDesk FAQ
What is HelpDesk used for?
HelpDesk is a per-agent ticketing system from the LiveChat and Text company with a shared inbox, chat and an AI agent included. It offers email, website chat, Messenger and SMS, and suits small teams that want flat per-user pricing. It suits small support teams that want flat per-user pricing with no per-ticket fees.
How much does HelpDesk cost for 20 users?
Essential at $19 x 20 x 12 is $4,560 per year billed yearly. Growth at $79 x 20 x 12 is $18,960 per year. Extra AI resolution packs are separate.
Does HelpDesk have a free trial?
Yes, a 14 day trial with no card is offered. There is no free plan.
What are the extra costs on HelpDesk?
Extra AI resolutions cost $49.50 per 50-pack, and a 100,000 API call package costs $29.50. Essential includes only 10 AI resolutions and 10,000 API calls a month.
About HelpDesk
- 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.
Listed in: Help Desk Software
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.