HelpDesk
Ticketing system with an AI-assisted shared inbox for email, chat, Messenger, and SMS
About HelpDesk
HelpDesk (HelpDesk.com) is a ticketing system from Text, the Polish company formerly known as LiveChat Software. It pulls email, website chat, Messenger, and SMS into one shared inbox, turns messages into tickets with statuses, priorities, and automated assignment, and adds an AI Agent, reply suggestions, ticket summaries, and tag suggestions. It replaced LiveChat's built-in ticketing and is billed per user on the same plans as LiveChat, with a 14-day free trial.
Pros & Cons
Pros
- Email, chat, Messenger, and SMS share one inbox and one thread per customer
- Clean, simple ticket interface that reviewers say new agents pick up quickly
- Message delivery tracking shows whether a customer opened a reply
- Native pairing with LiveChat on the same plans and billing
- No-code automation rules and workflows that connect to Shopify, Salesforce, and HubSpot
- Free migration help from another ticketing system
Cons
- No free plan, only a 14-day trial
- Essential caps you at 3 ticketing rules and 10 AI resolutions per month; extra resolutions cost $49.50 per 50
- Jump from $19 to $79 per user between Essential and Growth is steep for small teams
- Reviewers report quoted reply chains appearing in tickets and limited merging of duplicate tickets
- No phone or voice channel in the ticketing product
Key Features
Multichannel shared inbox
Email, website chat, Messenger, and SMS land in one inbox, and a conversation that moves from Messenger to email stays in a single thread.
Ticket management
Statuses, priorities, tags, custom fields (5 on Essential, 20 on Growth), forwarding addresses, and message delivery tracking that shows when a customer opened a reply.
Ticketing rules and automated assignment
Condition-based rules route and tag tickets and assign them to agents or teams automatically (3 rules on Essential, 10 on Growth).
AI Agent
Answers routine questions in chat before they become tickets and hands off to a human with the conversation history; the vendor says it resolves up to 73% of routine questions.
AI Copilot and reply suggestions
Drafts replies from your help center and docs, rewrites tone, summarizes tickets, suggests tags, and detects ticket language for routing.
Workflows
No-code workflows from a playbook connect to Shopify, Salesforce, HubSpot, and other tools through predefined actions, webhooks, or the API.
Team collaboration
Teams by language, location, or skill, private notes, shared canned responses, and collision detection so two agents don't answer the same ticket.
Reporting
Ticket and chat metrics with breakdowns, plus agent activity and performance reports on the Growth plan.
Security and compliance
SOC 2, GDPR, and PCI DSS (SAQ A) compliance, role-based access, and encryption; HIPAA, SSO, and audit logs on Enterprise.
Pricing
- $25/user/month billed monthly
- Inbox and tickets with statuses and priorities
- Automated assignment and canned responses
- 3 ticketing rules
- 1 AI Agent with 10 AI resolutions per month
- AI Copilot
- Email, website chat, Messenger, and SMS
- $99/user/month billed monthly
- Everything in Essential
- 20 custom fields and 10 ticketing rules
- Up to 10 teams and shared canned responses
- Unlimited history
- 10 AI Agents with 200 AI resolutions per month
- Ticket summaries and tag suggestions
- Agent activity and performance reports
- Everything in Growth
- Custom AI Agents and tailored workflows
- Multiple brands and custom roles
- Dedicated account manager
- SOC 2 Type 2, HIPAA, SLAs
- White-label widget, SSO, and audit logs
Best For
Small-business email support
Turn a shared support@ inbox into assigned, prioritized tickets with canned responses and delivery tracking.
LiveChat users who need ticketing
Continue chats that need follow-up as tickets in the same Text plan after LiveChat retired its built-in ticketing.
Ecommerce customer service
Handle order questions across chat, Messenger, and email, and connect Shopify through workflows.
IT and SaaS help desks
Route technical requests to teams by skill or language and track them with statuses and priorities.
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