--- description: Learn how HelpDesk can help your business. GetApp provides users in New Zealand with the most detailed information on software reviews, prices and features. image: https://gdm-localsites-assets-gfprod.imgix.net/images/getapp/og_logo-94fd2a03a6c7a0e54fc0c9e21a1c0ce9.png title: HelpDesk Reviews, Pricing & Ratings | GetApp NZ 2026 --- Breadcrumb: [Home](/) > [Customer Service Software](/directory/231/customer-service/software) > [HelpDesk](/software/116767/helpdesk) # HelpDesk Canonical: https://www.getapp.co.nz/software/116767/helpdesk Page: 1 / 9\ Next: [Next page](https://www.getapp.co.nz/software/116767/helpdesk?page=2) > HelpDesk.com is the ticketing capability inside Text.com. Support teams manage tickets from email, chat, Messenger, and SMS in one queue. AI Agent resolves up to 73% of routine questions in chat, and automation routes tickets, escalates SLA risks, and follows up so teams focus on what matters. > > Verdict: Rated **4.6/5** by 184 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Key benefits of HelpDesk Every channel in one queue. Tickets from email, live chat, Facebook Messenger, and SMS arrive in one shared inbox. A conversation that starts on one channel and continues on another stays a single thread, so agents work from full context rather than fragmented records. AI Agent resolves routine questions. The AI Agent resolves up to 73% of routine customer questions in chat before they become a ticket, then hands off to a human with the full conversation preserved. Training on the help center and product documentation grounds every response in real business content. Reply suggestions and text enhancements. AI drafts accurate replies from the help center and product documentation, so new teammates answer like experienced ones from day one. Text enhancements help agents adjust tone for the customer, and one-click refinements speed up response drafting. Ticket summaries at a glance. AI generates a one-line overview of each ticket, so supervisors and returning agents understand what happened without scrolling through the entire thread. Handoffs stay smooth even across shifts or teams. Language detection and tag suggestions. Language detection routes non-English tickets to the right team automatically. Tag suggestions categorize incoming tickets so queues stay organized without manual sorting. Workflows in the Playbook. Workflows and automation rules handle routing, SLA escalation, follow-ups, and repetitive tasks without code. Every workflow lives in the Playbook, a shared library used by both AI Agents and human agents. Teams trigger workflows from ticket events, customer actions, or scheduled times. Team collaboration built in. Private notes, collision detection, canned responses, shared views, custom fields, and role-based permissions support teams from a handful of agents to large multi-region operations. Assignments route tickets to the person best placed to close them. Reporting that ties support to outcomes. Reports cover response times, resolution rates, agent workload, top ticket topics, and revenue attributed to AI-driven conversations. Teams using HelpDesk.com report up to 60% quicker response time with automation and AI. Integrations with the tools already in use. Native connections cover LiveChat, ChatBot.com, Shopify, Salesforce, HubSpot, WordPress, and Webflow through Workflows in the Playbook. Webhooks and an open API extend connectivity to any other tool in the customer's stack. Free migration and enterprise-grade security. Free migration from other ticketing systems is available, with the vendor covering costs where possible. The platform is SOC 2, GDPR, and PCI DSS (SAQ A) compliant, with encryption, secure connections, role-based access, anti-spam protection, and audit logs. Customer support is available 24/7/365. ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.6/5** | 184 Reviews | | Ease of Use | 4.7/5 | Based on overall reviews | | Customer Support | 4.5/5 | Based on overall reviews | | Value for Money | 4.4/5 | Based on overall reviews | | Features | 4.4/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: Text - **Location**: Boston, US - **Founded**: 2002 ## Commercial Context - **Starting Price**: US$29.00 - **Pricing model**: Per User (Free Trial) - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based - **Supported Languages**: English - **Available Countries**: Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua & Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium and 209 more ## Features - AI Copilot - AI Summarization - AI/Machine Learning - API - Access Controls/Permissions - Activity Dashboard - Activity Tracking - Alerts/Escalation - Alerts/Notifications - Assignment Management - Automated Responses - Automated Routing - Autoresponders - Batch Communications - CRM - CSAT Survey Structure - Call Centre Management - Canned Responses - Case Management - Chat/Messaging ## Integrations (11 total) - Chatbot - GitHub - HubSpot CRM - Jira - LiveChat - OpenWidget - Shopify - Slack - Webflow - WordPress - Zapier ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Customer Service Software](https://www.getapp.co.nz/directory/231/customer-service/software) ## Related Categories - [Customer Service Software](https://www.getapp.co.nz/directory/231/customer-service/software) - [Help Desk Software](https://www.getapp.co.nz/directory/287/help-desk-ticketing/software) - [Issue Tracking Software](https://www.getapp.co.nz/directory/580/issue-tracking/software) - [Complaint Management Software](https://www.getapp.co.nz/directory/841/complaint-management/software) - [Customer Satisfaction Software](https://www.getapp.co.nz/directory/1029/customer-satisfaction/software) ## Alternatives 1. [Zendesk Suite](https://www.getapp.co.nz/software/9448/zendesk) — 4.4/5 (4094 reviews) 2. [Salesforce Sales Cloud](https://www.getapp.co.nz/software/90378/salesforce) — 4.4/5 (18816 reviews) 3. [LiveAgent](https://www.getapp.co.nz/software/91301/liveagent) — 4.7/5 (1789 reviews) 4. [LiveChat](https://www.getapp.co.nz/software/8385/livechat) — 4.6/5 (1729 reviews) 5. [Milvus](https://www.getapp.co.nz/software/132287/milvus) — 4.8/5 (298 reviews) ## Reviews ### "Efficient solution for customer support" — 5.0/5 > **Anushka** | *31 August 2020* | Computer Software | Recommendation rating: 8.0/10 > > **Pros**: When it comes to ticket management and building a better customer bond, HelpDesk is one tool that will be on the top of my recommendation list. All the results are present in one place that makes it easy for me to take a look and enhance my performance. Everything is so detailed and simple. > > **Cons**: I don’t have such a problem with this application, my work is going on smoothly without any hassle as such. > > When it comes to ticket management and building a better customer bond helpdesk was very easy and detailed to work with ----- ### "Fabulous Platform" — 5.0/5 > **Melissa** | *5 March 2026* | Automotive | Recommendation rating: 10.0/10 > > **Pros**: The Helpdesk is designed for ease of use, making support requests simple, fast, and completely effortless for every user. > > **Cons**: Absolutely nothing at all—no issues, no complications, no concerns—just smooth sailing and complete ease\! > > 10/10 – exceptionally easy to use, intuitive, and overall a brilliant platform that makes everything seamless and efficient\! ----- ### "Help improve Helpdesk" — 3.0/5 > **Neal** | *21 March 2025* | Mechanical or Industrial Engineering | Recommendation rating: 2.0/10 > > **Pros**: filters to sort tickets, saving a custom filter, some expanded functionality > > **Cons**: New ticket does not send email to Assigned agent. Long subject default text (Ticket from chat \#$%^^\&\*^\#%) - no kidding, where else to tickets come from? Your ticket number means nothing to me. I want an easy way to send a transcript to an email, and to include more than 1 email address. Tags are not sorted the same as in chat. Helpdesk icon located near bottom left in Chat window- menu, and usually hidden. If someone assigned has not answered ticket, it there a Check mark in their Helpdesk icon? Can we give (open, pending) a Nudge after a week? > > Many differences, but not many improvements from old ticketing. ----- ### "PERFECT , GOOD" — 5.0/5 > **JESSICA** | *27 March 2026* | Computer Games | Recommendation rating: 10.0/10 > > **Pros**: Pros: What I liked most about the HelpDesk was the fast response time, clear communication, and the support team being helpful and attentive. 😊 > > **Cons**: Cons: Sometimes it can freeze for a moment, but it usually goes back to normal very quickly. But overall, it is very good. > > My experience with the HelpDesk was positive. The service was quick, with clear and objective responses, and the team was attentive and willing to help. Whenever I needed assistance, I received efficient support and guidance. 😊 ----- ### "Simple, Efficient, and Reliable Customer Support Tool" — 4.0/5 > **Bisola** | *31 March 2026* | Marketing & Advertising | Recommendation rating: 6.0/10 > > **Pros**: I like how tickets are organized in one place, which improves response time and efficiency. efficiency. The automation features and collaboration tools also make it easier for teams to work together and stay on top of customer requests. > > **Cons**: While the platform is great overall, some advanced features can feel a bit limited compared to other tools. The customization options could be improved, and it sometimes takes time to fully understand all functionalities. Pricing may also be a concern for smaller teams or individuals. > > Overall, my experience with HelpDesk has been positive. It has helped streamline communication and made customer support more organized and efficient. The platform is reliable and user-friendly, making it suitable for both beginners and experienced users. With a few improvements in customization and advanced features, it would be even better. ----- Page: 1 / 9\ Next: [Next page](https://www.getapp.co.nz/software/116767/helpdesk?page=2) ## Links - [View on GetApp](https://www.getapp.co.nz/software/116767/helpdesk) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-CL | | | es-CO | | | es-MX | | | fr | | | fr-BE | | | fr-CA | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Structured Data