Audyense
HelpDesk
Customer Support · www.helpdesk.com
Overview
HelpDesk is a ticketing and shared-inbox platform from Text (formerly LiveChat Software) that centralizes email, live chat, Messenger, and SMS support into one workspace. It bundles an AI Agent for reply suggestions, ticket summaries, and auto-tagging alongside automation rules, a shared inbox with collision detection, and reporting. Launched in 2019 as LiveChat's fourth product, it is built for small-to-mid-sized support teams, though it lacks a native mobile app and has limited SLA and customization depth compared to larger platforms.
The problem HelpDesk solves
Small support teams juggling live chat, email, and ticketing often end up needing separate tools for each channel, then a bolt-on AI layer to keep response times down as volume grows. HelpDesk.com solves this by bundling a shared ticketing inbox, live chat, and an AI Agent (reply suggestions, summaries, auto-tagging) into one product from a single vendor family (Text/LiveChat), so small-to-mid-sized teams can consolidate channels without adopting a heavier, more complex service-management platform. It is a weaker fit for teams needing a native mobile agent app or deep customization, since reviewers consistently flag the lack of a mobile app and limited advanced or customization features as the main gaps.
Decision context
Use these points to test whether the product fits your operation, not just whether it has a long feature list.
- Published starting price: $19 per user / month. Confirm user, usage, and feature limits for the plan you would actually buy.
- Deployment: cloud. Check security, data-residency, and access requirements for every team that will use it.
- Verified integrations include LiveChat, ChatBot.com, WordPress, Shopify, Contact Form 7, Zapier. Validate sync direction and plan limits for the connections that matter.
- This record was last checked on 7/26/2026; pricing and features can change.
How to evaluate HelpDesk
A listing helps create a shortlist; a trial with the team’s real workflow decides whether the tool fits. Use this reading with the structured facts and confirm changes with the vendor.
Workflow fit
The record describes it as a fit for Small-to-mid-sized support teams that want a shared inbox and ticketing system unified with live chat, Teams already using sibling Text/LiveChat products who want ticketing that plugs into the same ecosystem, Companies whose support volume does not require a native mobile agent app. Check that this context matches the volume, roles, and processes your team needs it to support.
Pilot questions
- Can HelpDesk complete the critical workflow without manual work outside the product?
- Do the recorded connections (LiveChat, ChatBot.com, WordPress, Shopify) support the sync direction, permissions, and volume we need?
- What user, usage, storage, support, or security limits appear after the headline starting price?
Evidence and freshness
This record was checked on 7/26/2026. That date tells you when the record was reviewed, not that the vendor has left its terms unchanged since then.
Best for
- Small-to-mid-sized support teams that want a shared inbox and ticketing system unified with live chat
- Teams already using sibling Text/LiveChat products who want ticketing that plugs into the same ecosystem
- Companies whose support volume does not require a native mobile agent app
Not a fit if
- Teams that need agents to work tickets from a native iOS/Android app away from a desktop
- Larger or more complex support orgs needing deep customization or advanced feature depth
Why it’s listed
- Actively developed ticketing and shared-inbox platform from the LiveChat/Text product family
- Bundles AI reply suggestions, omnichannel messaging, and automation aimed at small support teams
- Verified reviews on G2 and Capterra averaging 4.6/5
Pricing
Essential
$19 per user / monthEntry-level plan for small teams handling their first support tickets.
- 1 AI Agent with 10 monthly resolutions
- Automated ticket assignment with 3 rules
- Email, live chat, Messenger & SMS channels
- 5 custom fields
- 2GB + 50MB/user storage
- 10,000 monthly API calls
Growth
$79 per user / monthFor scaling teams that want AI-assisted resolution across more channels.
- 10 AI Agents with 200 monthly resolutions
- Ticket summaries & tag suggestions
- Up to 10 teams with routing rules
- 20 custom fields, 10 ticketing rules
- 30 proactive campaigns
- Unlimited conversation history
Enterprise
Custom pricingCustom AI and support built around larger, more complex teams.
- Unlimited AI Agent resolutions
- Dedicated account manager
- Multi-brand support & white-label widget
- SSO and audit logs
- SOC 2 Type 2 / HIPAA compliance
- On-demand reporting
Features
Integrations
Security & compliance
Pros & cons
Pros
- Easy-to-use, intuitive interface with organized ticket management
- Centralized, multi-channel communication in one shared inbox
- Strong automation including collision detection and automated assignment
- Fast, responsive vendor support team
Cons
- No native mobile app for agents
- AI-powered automatic replies can get stuck repeating questions
- Limited customization and advanced features compared to larger competitors
- Occasional performance issues such as freezing or lag during busy periods
What we found
Reviewers on G2 and Capterra consistently praise HelpDesk's easy-to-use interface, centralized multi-channel inbox, and strong automation with collision detection, but the most common complaints are the lack of a native mobile app and limited customization or advanced features compared to larger competitors.
Ratings and review counts come from public review platforms. We link to the original source and keep the underlying review text out of this profile.
User reviews
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