--- title: HelpDesk canonical: https://saasranked.com/software/helpdesk/ category: Help Desk Software points: 41 rank: 11 of 12 facts_checked: 2026-10-09 --- # HelpDesk Simple ticketing help desk with email, chat and Messenger, round robin assignment and an AI agent, on two public per-user plans. 41 points out of 100. #11 of 12 help desks. Vendor: Text, Inc.. Website: https://www.helpdesk.com/ - Essential costs $19 per user a month billed yearly, or $25 billed monthly [1]. - Growth costs $79 per user a month billed yearly, or $99 billed monthly; Enterprise is custom-priced [1]. - Essential covers email, website chat, Messenger and SMS; the pricing page lists no phone channel [1]. - SLAs are on the custom-priced Enterprise plan only, and there is no free plan, only a 14-day trial [1]. - Essential includes one AI agent with 10 resolutions a month; extra resolutions come in 50-packs for $49.50 [1]. Verdict: 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 yearly [1][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 app [7]. Best for: Small teams that want a plain shared inbox with automation and no phone channel. ## Points | Criterion | Line | Value | Points | Note | |---|---|---|---|---| | Channels and apps | Support channels | Email, Live chat, Social media | 6/8 | Pricing page lists email, website chat and Messenger on all plans; no phone channel is listed. Features page brings social messages in as tickets [1][2][8]. | | Channels and apps | Mobile apps | Not published | 0/2 | Not published on the vendor's pricing, features or help pages [1][2][4]. | | Channels and apps | Built-in help centre | Not published | 0/4 | A customer-facing help centre is offered through the separate KnowledgeBase app; no built-in one is described [1][7]. | | Workflow and SLAs | SLA policies | No | 0/8 | SLAs are listed on the custom-priced Enterprise plan only, not on a plan with a public price [1]. | | Workflow and SLAs | Ticket automation rules | Yes | 5/5 | Rules assign, tag, prioritise and follow up on tickets automatically; Essential includes 3 workflow rules [1][2]. | | Workflow and SLAs | Automatic ticket assignment | Yes | 5/5 | Features page says tickets can be distributed automatically on a round-robin basis [2]. | | Workflow and SLAs | Built-in satisfaction survey | Yes | 3/3 | Conversation rating is on all plans; a feedback request rule collects ratings and saves them on the ticket [1][6]. | | Reports and connections | Custom reports | Not published | 0/5 | Reports exist, but custom report building is not published on the vendor's pricing or features pages [1][2]. | | Reports and connections | Public API | Yes | 3/3 | HelpDesk.com API 1.0.0 documents ticket endpoints; no plan restriction was seen [5]. | | Reports and connections | Named integrations | Slack, Shopify, Salesforce, HubSpot | 4/6 | Integrations page lists Shopify, Salesforce and HubSpot; Slack appears as a workflow notification option; Teams and Jira are not listed [3]. | | Reports and connections | AI assistant with public price | Yes | 4/4 | AI Agent is on every plan; Essential includes 10 resolutions a month, extra 50-packs cost $49.50 [1][2]. | | Security | SOC 2 Type II or ISO 27001 | Yes | 6/6 | Pricing page shows SOC 2 Type 2 under Enterprise; the security page names only a Privacy Shield certification [1][9]. | | Security | Single sign-on | No | 0/6 | SAML 2.0 SSO is listed on the custom-priced Enterprise plan only [1]. | | Price | Free plan | No | 0/5 | The pricing page offers a 14-day trial and no free plan [1]. | | Price | Cheapest paid plan | $19/mo | 5/10 | Essential, $19 per user a month billed yearly [1]. | | Independent testing | G2 AI CX evaluation | Not tested | 0/20 | G2 did not include it in the October 2026 test [10]. | ## Plans | Plan | Price | Per month (USD) | |---|---|---| | Essential | $19/user/month billed yearly ($25 monthly) [1] | $19 | | Growth | $79/user/month billed yearly ($99 monthly) [1] | $79 | | Enterprise | Custom [1] | - | ## Strengths - Cheapest plan is $19 per user a month billed yearly, with email, chat and Messenger [1]. - Rules can assign, tag and prioritise tickets, and tickets can be distributed round robin [2]. - Public REST API with ticket endpoints for listing, creating, updating and merging [5]. - Ticket ratings are collected through a feedback request rule and saved on the ticket [6]. ## Limits - SLAs and single sign-on are on the custom-priced Enterprise plan only [1]. - No phone channel is listed on the pricing or features pages [1][2]. - A customer-facing help centre is offered through the separate KnowledgeBase app [7]. - No free plan; the pricing page offers a 14-day trial [1]. ## Sources 1. [HelpDesk pricing](https://www.helpdesk.com/pricing/), HelpDesk.com, accessed 2026-10-09 2. [HelpDesk features](https://www.helpdesk.com/features/), HelpDesk.com, accessed 2026-10-09 3. [HelpDesk integrations](https://www.helpdesk.com/integrations/), HelpDesk.com, accessed 2026-10-09 4. [HelpDesk Help Center](https://www.helpdesk.com/help/), HelpDesk.com, accessed 2026-10-09 5. [HelpDesk.com API documentation](https://api.helpdesk.com/docs), HelpDesk.com, accessed 2026-10-09 6. [What is ticket rating](https://www.helpdesk.com/help/what-is-ticket-rating/), HelpDesk.com, accessed 2026-10-09 7. [KnowledgeBase integration](https://www.helpdesk.com/help/integrate-helpdesk-with-knowledgebase/), HelpDesk.com, accessed 2026-10-09 8. [Integrate with Facebook](https://www.helpdesk.com/help/integrate-with-facebook/), HelpDesk.com, accessed 2026-10-09 9. [HelpDesk security](https://www.helpdesk.com/security/), HelpDesk.com, accessed 2026-10-09 10. [AI CX Agent Evaluations, General CX leaderboard](https://www.g2.com/categories/ai-agents/agent-evaluations), G2, accessed 2026-10-08