Helprace Review

What it does

• Email ticketing with unlimited mailboxes, saved replies, macros, tags, merge and split, snooze, internal notes and agent collision alerts (features)
• Agents can reply and run #commands from their own email client without opening the admin panel
• Case rules (Helprace's name for workflows), SLA tracking, custom fields, CSAT and reports, but only from the Helpdesk plan up (pricing)
• Community forum, ideas lab, Q&A and a knowledge base sharing one search, so agents can drop an article into a ticket and customers see suggested articles while typing
• Branded portal on your own domain with SSL, single sign-on through your app or site, REST API and webhooks on every plan
• Teams, team-based routing, round-robin within a team, organizations and EU-or-US data hosting are on the Complete plan only
• Portal in 25 languages, IP access restrictions, a 30-day trash for deleted tickets
• Integrations listed: a website feedback widget, a WordPress plugin, Google Analytics, a Facebook Page widget for the portal, plus the API and webhooks
• Missing: live chat, social DMs, SMS, WhatsApp and voice are not listed anywhere we read. "Phone Tickets" means an agent logs a call by hand
• Missing: no Shopify or other ecommerce integration is listed, so an agent can't see an order from inside the ticket unless you build that yourself on the API

Pricing at a glance

• Per agent, per month. Paying annually takes 10% off (pricing)
• Tickets $20 billed monthly, $18 billed annually: email ticketing, saved replies and macros. No workflows, CSAT, reports, SLA or custom fields
• Helpdesk $30 billed monthly, $27 billed annually: adds workflows, CSAT, reports, SLA, custom fields and the docs site
• Complete $40 billed monthly, $36 billed annually: everything, including community, teams, routing, organizations and regional data hosting
• Standalone Community and Docs plans are $20 billed monthly, $18 billed annually, and Self-Service (docs plus community, no tickets) is $30 billed monthly, $27 billed annually
• The tier gate that matters: the $20 plan is a shared inbox with macros and nothing else. The first plan you can run a team on is Helpdesk at $30
• The second gate: assigning tickets by team and keeping data in the EU both mean Complete. For five agents that's $200 a month billed monthly, against $150 on Helpdesk
• 30-day free trial. We found no free plan, no agent minimum and no seat cap on the pages we read

AI pricing

• Nothing to price. The pricing and features pages mention no AI agent, AI drafts, summaries or AI add-on (features)
• Instant Answers and Suggested Articles show related articles and community topics. Helprace calls them relevant suggestions and never calls them AI, so neither do we
• The upside is a predictable bill: agents times plan, with no resolution meter
• What it can't do: apart from the auto-reply receipt and rule-based case rules, nothing we read answers a customer without an agent

Before you commit

• EU data residency is a Complete-only feature, so it costs $40 per agent billed monthly (pricing)
• Helprace's uptime claims don't agree. The homepage says 100% uptime over the last 12 months, the features page says 99.99% uptime is "guaranteed", and the security policy says "uninterrupted availability cannot be guaranteed". The status page did not load any data for us, and we found no SLA document
• The security policy (revised 2026-03-19) names AWS and Hivelocity as hosts but no SOC 2, ISO 27001 or HIPAA attestation. Penetration test results are confidential. If procurement needs a report, ask for it before the trial ends (security policy)
• Export: the features page lists export for knowledge base and community content only. No ticket export is listed, so expect to pull ticket history through the REST API when you leave
• The features page has auto-assign by round-robin or least-busy in its general ticketing list, but the compare table puts auto-assign on Complete only. Ask which plan you need for automatic assignment without teams
• Parts of the marketing site look old. The features page still lists Google+ as a social sign-in, and the benefit figures on the pricing page come from a study that ended in March 2017

Who should buy it, and who should skip it

How we checked this

Prices, billing bases and plan gating were read from the text of Helprace's pricing page on 2026-10-07. Its "Compare All Plans" table prints both the billed-annually and billed-monthly rate for all six plans. This draft has not yet been checked against screenshots of the rendered page in both toggle states. In our capture, the individual plan cards list every feature under every plan, which contradicts the compare table. We used the compare table for gating and recorded the conflict. Features, channels and integrations come from the features page, the help desk page and the homepage. The Dover, Delaware address comes from the contact page, and hosting and security details come from the security policy. All of these were checked on 2026-10-07. We couldn't verify uptime because the status page draws its data in JavaScript. We found no founding year, and we did not read the GDPR, DPA, regional data hosting or terms pages, the API documentation or the Sidebar App documentation. No review-site text was used.