saasrankedSoftware, ranked on the facts

help desk · Text, Inc.

HelpDesk

Simple ticketing help desk with email, chat and Messenger, round robin assignment and an AI agent, on two public per-user plans.

41/100

#11 of 12 help desks
Facts checked 9 Oct 2026

In short

HelpDesk suits small teams that want an uncomplicated ticket queue with email, chat and Messenger, rules, round robin assignment and an AI agent at $19 per user a month billed yearly1,2. The catch: SLAs and single sign-on sit on the quote-only Enterprise plan, phone is not offered, and a customer help centre is offered through a separate KnowledgeBase app7.

Best for: Small teams that want a plain shared inbox with automation and no phone channel.

Where the points come from

Channels and apps6 of 14
Workflow and SLAs13 of 21
Reports and connections11 of 18
Security6 of 12
Price5 of 15
Independent testing0 of 20

Channels and apps 6 of 14 points

RuleWhat is publishedPoints
Support channelsEmail, Live chat, Social mediaPricing page lists email, website chat and Messenger on all plans; no phone channel is listed. Features page brings social messages in as tickets1,2,8.6 / 8
Mobile appsNot publishedNot published on the vendor's pricing, features or help pages1,2,4.0 / 2
Built-in help centreNot publishedA customer-facing help centre is offered through the separate KnowledgeBase app; no built-in one is described1,7.0 / 4

Workflow and SLAs 13 of 21 points

RuleWhat is publishedPoints
SLA policiesNoSLAs are listed on the custom-priced Enterprise plan only, not on a plan with a public price1.0 / 8
Ticket automation rulesYesRules assign, tag, prioritise and follow up on tickets automatically; Essential includes 3 workflow rules1,2.5 / 5
Automatic ticket assignmentYesFeatures page says tickets can be distributed automatically on a round-robin basis2.5 / 5
Built-in satisfaction surveyYesConversation rating is on all plans; a feedback request rule collects ratings and saves them on the ticket1,6.3 / 3

Reports and connections 11 of 18 points

RuleWhat is publishedPoints
Custom reportsNot publishedReports exist, but custom report building is not published on the vendor's pricing or features pages1,2.0 / 5
Public APIYesHelpDesk.com API 1.0.0 documents ticket endpoints; no plan restriction was seen5.3 / 3
Named integrationsSlack, Shopify, Salesforce, HubSpotIntegrations page lists Shopify, Salesforce and HubSpot; Slack appears as a workflow notification option; Teams and Jira are not listed3.4 / 6
AI assistant with public priceYesAI Agent is on every plan; Essential includes 10 resolutions a month, extra 50-packs cost $49.501,2.4 / 4

Security 6 of 12 points

RuleWhat is publishedPoints
SOC 2 Type II or ISO 27001YesPricing page shows SOC 2 Type 2 under Enterprise; the security page names only a Privacy Shield certification1,9.6 / 6
Single sign-onNoSAML 2.0 SSO is listed on the custom-priced Enterprise plan only1.0 / 6

Price 5 of 15 points

RuleWhat is publishedPoints
Free planNoThe pricing page offers a 14-day trial and no free plan1.0 / 5
Cheapest paid plan$19/moEssential, $19 per user a month billed yearly1.5 / 10

Independent testing 0 of 20 points

RuleWhat is publishedPoints
G2 AI CX evaluationNot testedG2 did not include it in the October 2026 test10.0 / 20

The rule behind each line: how we score help desks.

Plans and prices

As the vendor lists them, before tax. Prices are in US dollars unless the plan shows euros; the points use US dollars, with euros converted at the ECB rate.

PlanPrice as listedPer monthNotes
EssentialPer user$19/user/month billed yearly ($25 monthly)1$19Email, chat, Messenger, SMS, 3 workflow rules, 1 AI agent
GrowthPer user$79/user/month billed yearly ($99 monthly)1$7910 workflow rules, 10 AI agents, 200 AI resolutions a month
EnterprisePer userCustom1QuoteSLAs, SAML SSO, audit logs, SOC 2 Type 2 listed

Strengths

  • Cheapest plan is $19 per user a month billed yearly, with email, chat and Messenger1.
  • Rules can assign, tag and prioritise tickets, and tickets can be distributed round robin2.
  • Public REST API with ticket endpoints for listing, creating, updating and merging5.
  • Ticket ratings are collected through a feedback request rule and saved on the ticket6.

Limits

  • SLAs and single sign-on are on the custom-priced Enterprise plan only1.
  • No phone channel is listed on the pricing or features pages1,2.
  • A customer-facing help centre is offered through the separate KnowledgeBase app7.
  • No free plan; the pricing page offers a 14-day trial1.

Other help desks

  1. 1
    Zoho DeskSmall teams that want a low entry price and a free plan
    87/100
    $7/mocheapest paid plan
  2. 2
    LiveAgentSmall teams that want every channel in one tool at a low per-agent price
    79/100
    $15/mocheapest paid plan
  3. 3
    TidioSmall teams that want tickets, chat and an AI agent at a flat workspace price
    75/100
    $24.17/mocheapest paid plan
  4. 4
    FreshdeskSmall support teams that start with email and may add chat and social later
    70/100
    $19/mocheapest paid plan

All 12 help desks

Sources

  1. HelpDesk pricing, HelpDesk.com. Accessed 9 Oct 2026.
  2. HelpDesk features, HelpDesk.com. Accessed 9 Oct 2026.
  3. HelpDesk integrations, HelpDesk.com. Accessed 9 Oct 2026.
  4. HelpDesk Help Center, HelpDesk.com. Accessed 9 Oct 2026.
  5. HelpDesk.com API documentation, HelpDesk.com. Accessed 9 Oct 2026.
  6. What is ticket rating, HelpDesk.com. Accessed 9 Oct 2026.
  7. KnowledgeBase integration, HelpDesk.com. Accessed 9 Oct 2026.
  8. Integrate with Facebook, HelpDesk.com. Accessed 9 Oct 2026.
  9. HelpDesk security, HelpDesk.com. Accessed 9 Oct 2026.
  10. AI CX Agent Evaluations, General CX leaderboard, G2. Accessed 8 Oct 2026.

Website: www.helpdesk.com · Markdown version · We are not affiliated with Text, Inc..