HelpDesk Review
Ticketing system for support teams handling email, chat and SMS, part of Text.
- From:
- $25/agent/mo
- Founded:
- 2019
- HQ:
- Wrocław, PL
HelpDesk is a cloud ticketing system from Text, Inc. Its pricing page sells it as a plan on the wider Text platform, with ticketing, live chat, an AI Agent and Shopify selling tools under one per-user price. Text has clearly built out the chat and selling side. The ticketing side is plainer, and the entry plan restricts it more than the headline price suggests. A DTC team has to decide whether it wants a help desk that sells or one that fixes orders, because HelpDesk's own pages only describe selling.
Is it right for your team?
Tick what's true for you.
Points for
Points against
Tick what describes you. We'll weigh it against this review.
What it does
- One inbox for email, website chat, Messenger and SMS
- Chat widget for websites and mobile apps, plus a standalone chat page you can share by link without a website
- Tickets with statuses, priorities, tags, custom fields, automated assignment, a contact form, conversation rating and internal notes
- Workflows connect to Shopify, Salesforce and HubSpot through predefined actions, or to anything else through webhooks and the API
- Shopify selling tools on every plan: live catalog sync for the AI, live cart preview in chat, a checkout chat widget, cart-recovery campaigns, and sales reports that link each order to the chat that closed it
- Runs in the browser, with desktop apps for Mac and Windows. The AI Agent detects the customer's language and replies in it, across 48 languages
- SMS goes through your own Twilio account, not a built-in number
- Missing: no phone or voice channel is listed on either page we read
- Missing: neither page says agents or the AI can cancel, refund or edit a Shopify order from inside HelpDesk
Pricing at a glance
| Plan | Billed monthly | Billed annually | What you get |
|---|---|---|---|
| Essential | $25 | $19 | 10 AI resolutions per month, 3 ticketing rules, 3 workflow rules and 300 workflow executions, 60 days of conversation history, 10,000 API calls per month. |
| Growth | $99 | $79 | 200 AI resolutions per month, 10 ticketing rules, 10 workflow rules and 1,000 workflow executions, up to 10 teams, 20,000 API calls per month. |
| Enterprise | Contact sales | – | Custom pricing. |
Prices are an agent a month, in US dollars. Source: helpdesk.com/pricing, checked .
- Prices are per user, per month
- Essential: $25 billed monthly, $19 billed yearly
- Growth: $99 billed monthly, $79 billed yearly
- Enterprise: Contact sales
- The pricing page opens on the yearly toggle, and its title says "From $19/User/Mo", so the first price you see is the discounted one
- The yearly discount is 24% on Essential but about 20% on Growth. The page's "save up to 24%" only applies to the cheaper plan
- Moving from Essential to Growth roughly quadruples the per-seat price. Five agents cost $125 a month on Essential or $495 on Growth, billed monthly, and $95 or $395 a month billed yearly
- Essential limits: 1 team, 1 forwarding address, 1 email template, 3 ticketing rules, 3 workflow rules, 300 workflow runs a month, 5 custom fields, 5 chat tags, 60 days of conversation and file history
- Growth limits: 10 teams, 10 forwarding addresses, 10 ticketing rules, 1,000 workflow runs a month, 20 custom fields, plus unlimited history
- Essential keeps 60 days of conversation and file history. Growth lists "Unlimited history"
- No price is published for workflow runs beyond your plan's monthly allowance
- 14-day free trial, no credit card required
AI pricing
- AI is charged per resolution. Essential includes 10 a month, Growth 200, Enterprise is custom
- A resolution counts when the AI directly solves a customer question, and several questions in the same chat still count as one
- Extra resolutions come in packs of 50 for $49.50 on Essential and Growth, about $0.99 each, and the FAQ says the pack refills automatically. Ask how to cap or switch off the refill
- The page does not say whether included resolutions are per account or per user. Reply suggestions and AI text edits are explicitly per user
- Essential's AI Copilot is a sample: 5 reply suggestions and 5 AI text edits per user per month. Growth gives 50 and 100
- Ticket summaries, chat summaries, tag suggestions and automated tags are Growth and above. The homepage advertises ticket summaries and tag suggestions without naming a plan
- AI Agents: 1 on Essential, 10 on Growth, with up to 10 custom skills each
- Skills the vendor gives as examples: offer a discount, recommend a product, escalate to a human
- What it can't do, as far as these pages show: no order cancellation, refund or address change is described. The homepage describes the AI Agent working in chat "before they become a ticket"
- The homepage claim that the AI resolves "up to 73% of routine questions" is the vendor's figure. We have not tested it
Before you commit
- Working hours are Growth-only, so Essential has no business-hours setting for chat availability
- These are also Growth-only: chat routing rules (by page, country or domain), shared canned responses, chat supervision and taking over a teammate's chat
- Email arrives through forwarding addresses, and Essential allows one. A store with separate support@ and returns@ addresses needs Growth
- Multiple brands is listed for Enterprise but marked coming soon, so a merchant with two storefronts can't get it on any plan today
- The pricing page lists SSO, audit logs, SOC 2 Type 2 and SLAs under Enterprise, with custom roles and HIPAA compliance marked coming soon. The homepage advertises SOC 2 and audit logs without naming a plan. Ask what Growth actually includes
- Conflict on channels: the homepage says you can connect WhatsApp, but the pricing page's channel list does not include it
- Scheduled reports (CSV, TSV, XLS) are Enterprise-only
- Migration help is free, but costs are only covered "where possible". Get the terms in writing
- Support is advertised as 24/7/365
Who should buy it, and who should skip it
Who should buy
- Small Shopify stores whose chat is mostly pre-sale: sizing, stock, delivery dates
- Teams that want support tied to revenue, with orders and average order value traced back to the conversation
- Small teams that budget for Growth from the start instead of trying to live on Essential
Who should skip it
- Phone-first support teams
- Stores where most tickets are order status, returns and order edits, and the agent needs to act on the Shopify order from the ticket. Neither page we read describes this
- Budget teams planning to stay on Essential: no business hours, one support address, three ticketing rules, 60 days of history
- Brands that depend on WhatsApp, until HelpDesk resolves the conflict between its homepage and pricing page
- Merchants running several brands, since multiple brands is still marked coming soon even on Enterprise
How we checked this
Prices, plan limits and AI allowances were read from HelpDesk's pricing page on 2026-10-07. The page's comparison table states both monthly and yearly per-user prices, and both were confirmed against the pricing page on 2026-10-09. Everything else was checked against the HelpDesk homepage on the same date. Where the two pages disagree (WhatsApp, which plan includes SOC 2 and audit logs, which plan includes AI summaries and tag suggestions), we recorded the conflict rather than the more flattering reading. We could not verify the company's headquarters, founding year, uptime or status history, data residency, or how the Shopify integration handles orders. Attempts to fetch further HelpDesk pages failed in this session. No review-site text was used.