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.
94 Likeliness to Recommend
1
Since last award
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
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
Vendor Support
Business Value Created
Product Strategy and Rate of Improvement
Ease of Data Integration
Breadth of Features
Quality of Features
Ease of Customization
Ease of Implementation
Ease of IT Administration
HelpDesk Reviews
Zainab M.
- Role: Operations
- Industry: Technology
- Involvement: End User of Application
Submitted Dec 2024
Seamless chat -bases customer communication.
Likeliness to Recommend
What differentiates HelpDesk from other similar products?
Livechat provides my team with unique features , that enables us achieve our business goal of being only a message away from customers and sales prospects on multiple communication channels.
What is your favorite aspect of this product?
Livechat integrates with other communication channels like Whatsapp, Telegram, Facebook messenger and the likes. This integration enables us to manage engagement with customers on the aforementioned platforms, directly from the Livechat dashboard.
What do you dislike most about this product?
Absent customer self service functionalities. Customer service knowledge management resources are inadequate.
What recommendations would you give to someone considering this product?
I recommend that modern sales and customer communication teams consider Livechat for real time , seamless chat communication with customers across multiple channels.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Unique Features
Adaeze O.
- Role: Operations
- Industry: Insurance
- Involvement: End User of Application
Submitted Nov 2024
Better than the alternatives in my opinion.
Likeliness to Recommend
What differentiates HelpDesk from other similar products?
Livechat has enabled my team to reach out and engage with customers wherever they are. Asides from engaging customers on website and mobile app, we have been able to engage them on third party programs like Zoom, Facebook messenger, text messaging, Instagram , Apple messenger for Business and even on X ( Twitter ). This for me , keeps Livechat ahead of the competition , while providing customers with a variety of options through which they can engage with our brand .
What is your favorite aspect of this product?
I love that customers can begin a chat with us on our website and mobile app and leave the chat to do other things. Every time this has happened, the next available agent is able to turn the chat into an email thread where -in they respond to the customers query and the customer gets an email showing the agents response. The customer can simply continue the conversation by just responding to the email . While this may seem basic, it has been a reliable way to follow-up with uncompleted chat conversations with customers.
What do you dislike most about this product?
I just cannot come to terms with criticizing Livechat. For me , for every lapse that I have been able to identify on Livechat, there is a panacea for them via one or more of the over two hundred integrations which Livechat has with third party software programs.
What recommendations would you give to someone considering this product?
I will tell them to take advantage of the weekly Livechat newsletters. These newsletter always contain gems that has helped I and my team to understand and identify newer ways to use Livechat.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Unique Features
Ashanda E.
- Role: Human Resources
- Industry: Communications
- Involvement: End User of Application
Submitted Dec 2025
Helps Keep Customer Tickets Under Control
Likeliness to Recommend
What differentiates HelpDesk from other similar products?
HelpDesk stands out because it keeps everything simple and easy to manage. Tickets, customer history, and team notes are all in one place, so there’s no juggling between apps. I also like how it lets you automate routine tasks and prioritize tickets, which saves time. For me, the combination of simplicity, organization, and useful automation sets it apart from other tools.
What is your favorite aspect of this product?
My favorite aspect is how easy it is to keep track of everything in one place. I can see all tickets, customer details, and team updates without switching between tools. It makes managing support much smoother and helps me respond faster.
What do you dislike most about this product?
What I dislike most is that sometimes the interface can feel a little cluttered when there are lots of tickets coming in at once. For example, if three or four urgent tickets arrive at the same time, it’s easy to miss one or get distracted while trying to sort priorities. It works well overall, but it can be stressful during busy periods.
What recommendations would you give to someone considering this product?
I’d recommend starting with the basics first like managing tickets and setting up priorities before exploring the advanced features. Take some time to organize your workflows and use automation where it makes sense. Once you get used to it, HelpDesk can really save time and make customer support much smoother.
Pros
- Helps Innovate
- Reliable
- Effective Service
- Inspires Innovation
