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HelpDesk
by HelpDesk
What HelpDesk is
HelpDesk is a paid customer-support service from HelpDesk, a company founded in 2002 and headquartered in Wrocław, Poland. It provides a shared inbox, SLA management, help center, ticket automation, customer portal, and API access. The service is listed on an API platform and has no free plan, but a 14-day trial is available. Essential costs $19 a month when billed yearly and includes three ticketing rules, one AI Agent, 10 AI resolutions monthly, five reply suggestions monthly per user, and five AI text edits monthly per user. Growth costs $79 a month when billed yearly and includes 20 custom fields, 10 ticketing rules, up to 10 teams, 10 AI Agents, 200 AI resolutions monthly, and 30 proactive campaigns.
Who it suits
It suits support teams needing shared inboxes, automation, service-level management, and customer portals. Organizations can choose listed Essential or Growth limits, or request Enterprise terms.
What it does well
- Shared inbox and customer portal
- SLA management and ticket automation
- 14-day trial
- API access
- Growth supports up to 10 teams
What to know first
- No free plan
- Essential and Growth prices require yearly billing
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| Essential | per user/month billed annually; $25/user/month month to month · AI Agent · shared inbox · ticketing · workflows · reporting · 10,000 API calls/month | $19 a month |
| Growth | per user/month billed annually; $99/user/month month to month · 200 AI Agent resolutions · chat and ticket summaries · advanced reporting · team collaboration · 20,000 API calls/month | $79 a month |
| Enterprise | custom pricing · Dedicated onboarding · SLAs · account manager · custom API allowance · SAML 2.0 SSO · audit logs · white label | On request |
As helpdesk.com lists them, read 21 Oct 2026. The maker's own page has the final word.
Verdict
HelpDesk combines core ticketing and customer-support functions with API access and tiered plans. The 14-day trial offers an evaluation period, while plan limits and annual billing shape the cost decision.
Facts from HelpDesk's own pages
- AI replies
- AI drafts reply suggestions from prior ticket conversations and lets agents edit them before sending. · helpdesk.com, 21 Oct 2026
- AI summaries
- Ticket summaries show the subject, main issue, progress and suggested next steps. · helpdesk.com, 21 Oct 2026
- AI tagging
- AI tag suggestions categorize tickets to improve tracking and routing. · helpdesk.com, 21 Oct 2026
- AI text tools
- Text enhancements can change tone, expand responses, and correct grammar or spelling. · helpdesk.com, 21 Oct 2026
- API access
- Yes · helpdesk.com, 20 Sept 2026
- Auto-assignment
- Round-robin auto-assignment distributes tickets across agents to balance workloads. · helpdesk.com, 21 Oct 2026
- Automation
- Rules can assign, tag, prioritize and follow up on tickets automatically. · helpdesk.com, 21 Oct 2026
- Channels
- The platform combines email, live chat, AI Agent and social messaging channels in one inbox. · helpdesk.com, 21 Oct 2026
- Collaboration
- Teams can use assignments, private notes, followers, collision detection and shared context on tickets. · helpdesk.com, 21 Oct 2026
- Company facts
- Gartner lists the company as founded in 2002, headquartered in Boston, with 201–500 employees and reported annual revenue of $50M–$250M. · gartner.com, 21 Oct 2026
- Company identity
- Text, Inc. is the company behind HelpDesk.com, LiveChat, ChatBot.com and Text; the parent company is Text S.A. · gartner.com, 21 Oct 2026
- Customer portal
- Yes · helpdesk.com, 20 Sept 2026
- Desktop support
- The pricing page lists desktop apps for macOS and Windows, alongside a browser web app. · helpdesk.com, 21 Oct 2026
- Developer extensibility
- Developers can build and publish HelpDesk apps through the Developer Console and Marketplace. · api.helpdesk.com, 21 Oct 2026
- Documentation
- The API documentation is an OpenAPI-based reference with endpoint schemas, authentication guidance, pagination and webhook examples. · api.helpdesk.com, 21 Oct 2026
- Founded
- 2002 · helpdesk.com, 28 Sept 2026
- Free plan
- No · helpdesk.com, 20 Sept 2026
- Headquarters
- Wrocław, Poland · helpdesk.com, 28 Sept 2026
- Help center
- Yes · helpdesk.com, 20 Sept 2026
- Hosting model
- HelpDesk is browser-based and cloud hosted; the official app page says no download or installation is required. · helpdesk.com, 21 Oct 2026
- Integrations
- Documented integrations include LiveChat, ChatBot and Facebook, while the site also lists Shopify, Salesforce, HubSpot, WordPress, Webflow, Slack, WooCommerce and Klaviyo. · helpdesk.com, 21 Oct 2026
- Licence
- The reviewed pages describe a hosted commercial service and do not state an open-source licence. · helpdesk.com, 21 Oct 2026
- Limit: Capterra flexibility
- Capterra reviewers report that complex workflows can expose limited customization and advanced options. · capterra.com, 21 Oct 2026
- Limit: G2 connectivity and integrations
- G2 reviewers report occasional server connection problems and missing direct integrations such as Slack and Firebase. · g2.com, 21 Oct 2026
Where HelpDesk stands on Freedom251
- Help desk software#51 of 101