LabiDesk Review
All-in-one help desk with shared inbox for SMB and ecommerce customer service.
- From:
- $128/mo
- HQ:
- New York, US
LabiDesk is a cloud help desk that puts a shared email inbox, live chat (LabiChat), a knowledge base and help center (LabiKnow) and a public roadmap under one subscription. It is built for small teams that want the inbox and the self-service side in the same tool. Whether it fits depends on the plan table more than the feature list, because most of what a DTC support team uses every day is not on the entry plan.
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Points against
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What it does
- Shared inbox with folders for each agent and each department. Connect your own mailboxes, or use LabiDesk's mail server or SMTP
- Live chat with chatbots, triggers and campaigns that fire on page visits, customer tier and abandoned carts
- Help center with a knowledge base, help widget, contact form and update announcements. It suggests articles to the customer before they submit a ticket
- Mini CRM showing a customer's web sessions, pages visited, past tickets, chats, notes and location
- From Growth up: Facebook Messenger, WhatsApp, Twitter, Instagram and SMS come into the same inbox
- From Growth up: SLAs, automation rules, auto-responders, macros, departments and signatures
- From Growth up: Shopify, Magento and BigCommerce listed under "eCommerce Friendly", plus Zapier and Integrately
- Missing: no phone or voice channel on any page we read
- Missing: CSAT surveys are labelled "(Soon)" in the site's own feature menu
Pricing at a glance
| Plan | Billed monthly | Billed annually | What you get |
|---|---|---|---|
| Starter | $128 | $79 | 5 Agents, 1 Projects (Domains), 25000 Tracked Users, 3 Mailboxes. |
| Growth | $288 | $189 | 20 Agents, 1 Projects (Domains), 500000 Tracked Users, 20 Mailboxes. |
| Enterprise | $988 | $589 | Unlimited Agents, 1 Projects (Domains), Unlimited Tracked Users, Unlimited Mailboxes. |
Prices in US dollars. Source: labidesk.com/pricing, checked .
- Three plans, each a flat monthly price: Starter $79 a month billed yearly ($128 billed monthly), Growth $189 billed yearly ($288 billed monthly), Enterprise $589 billed yearly ($988 billed monthly)
- Each plan is priced as a whole with an agent cap. The page does not say "per agent"
- Agents: Starter 5, Growth 20, Enterprise unlimited
- Mailboxes: Starter 3, Growth 20, Enterprise unlimited
- Tracked users: Starter 25,000, Growth 500,000, Enterprise unlimited
- One project (domain) on every plan, Enterprise included
- There is a Monthly/Yearly toggle labelled "Save 20%", but the yearly price is 34% to 40% below the monthly one (Growth 34%, Starter 38%, Enterprise 40%). That is a conflict on the vendor's own page
- Custom domain and removal of LabiKnow branding start at Growth. Custom CSS and free SSL are on Enterprise only
- 14-day free trial, no credit card required
- A one-time "Lifetime Deal" is advertised, but the page does not say which plan, agent count or limits it buys
AI pricing
- The pages we read show no AI pricing and describe no AI features: no AI agent, no reply drafting, no summaries, no per-resolution billing
- The live-chat "chatbots" are not described as AI. Assume they are rule-based until LabiDesk says otherwise
- On a 2026 shortlist the absence is worth noting. Deflection here comes from suggested articles and auto-responders, not from a model
Before you commit
- Starter has no macros, automation rules, SLAs, auto-responders or departments, and no social, WhatsApp or SMS channels. A queue without macros means agents retype the same returns answer all day, so for a store Growth is the real entry plan
- Shopify support is a single line in the plan table. Nothing says whether agents can see, edit, cancel or refund an order from the ticket. Test this in the trial before anything else
- Every plan has one domain. If you run two storefronts or brands, ask whether a second project can be bought, and at what price
- Growth stops at 20 agents, and unlimited agents means Enterprise. Seasonal hiring past 20 forces a full plan jump
- The community forum is on the homepage feature list but on no plan in the pricing table. Ask which plan includes it
- Custom domain starts at Growth, but "Free SSL" appears only on Enterprise. Ask whether a Growth help center on your own domain is served over HTTPS
- The homepage talks about measuring CSAT, while the feature menu marks the survey "(Soon)"
- The site footer read "© LabiDesk 2023" when we checked on 2026-10-07. We found no changelog, status page, security, compliance, data-residency or uptime documentation to check
- The homepage promises 24/7 assistance. That is the vendor's claim and we have not tested it
Who should buy it, and who should skip it
Who should buy
- Small DTC teams on one storefront, under 20 agents, who want inbox, chat, help center and public roadmap in one subscription
- Teams that plan to deflect tickets with help articles rather than AI
- Shops that collect product feedback and want a public roadmap next to the help desk
Who should skip it
- Anyone planning to stay on Starter: there are no macros and no automation
- Multi-brand or multi-store operators, since every plan has one domain
- Phone-first support teams
- Teams that want AI to answer or act on orders
- Buyers who need SOC 2, HIPAA, data residency or an uptime SLA on paper. None of these appear on the pages we read
- Teams who need agents to edit Shopify orders from the ticket, until a trial shows they can
How we checked this
Everything here comes from LabiDesk's homepage and pricing page, both read on 2026-10-07. The pricing page prints two figures per plan next to a Monthly/Yearly toggle. The verified prices, rechecked on 2026-10-12, put the lower figure on yearly billing, and each plan's own Save amount ($49, $99, $399) equals the gap between its two figures. The "Save 20%" label on the toggle is the part that does not fit. The footer "Lifetime Deal" link, fetched the same day, returned the pricing page and not a deal page. We could not fetch help.labidesk.com and did not read any status, changelog, security or documentation pages, so none of those topics is verified. LabiDesk's founding year is not stated on the pages read. No review-site text was used.