HelpDesk

HelpDesk is an AI-powered online ticketing system developed by Text, Inc. — the same company behind LiveChat and ChatBot — that centralizes customer messages from email, web forms, live chat, and social media into a single structured inbox.

It is designed for support teams of all sizes who want to reduce manual workload through smart automation rules, collaborate on complex cases with internal notes and @mentions, and gain performance visibility through real-time CSAT and resolution reporting. Trusted by 13,000+ customer success professionals worldwide.

• AI Ticket Summary — generates a one-click, clear overview of any ticket including the subject, main issue, resolution stage, and suggested next steps, so agents get full context without reading the entire thread.

• AI Text Enhancement — rewrites agent replies to match your brand tone — polite, formal, casual, or empathetic — at the click of a button, ensuring consistent, professional communication across your entire team.

• Automation Rules — configurable if-then rules automatically assign tickets to the right agent or team, send canned responses, set priority levels, escalate overdue cases, and trigger SLA alerts without any manual intervention.

• Language Detection — automatically identifies the language of each incoming ticket and routes it to the appropriate agent or team, removing language barriers for businesses supporting international customers.

• Similar Tickets — surfaces past resolved cases that match the current ticket's topic, letting agents reuse proven solutions and maintain consistency across all customer interactions.

• Team Collaboration Tools — internal private notes, @agent mentions, ticket assignments, role-based access, and up to 100 dedicated teams on the Business plan let distributed support teams work together without losing ticket context.

• Real-Time Reporting — tracks ticket volume, first response time, resolution time, agent and team performance, CSAT scores, and SLA compliance with exportable reports and filterable dashboards.

• Marketplace Integrations — connects natively with LiveChat, ChatBot, HubSpot, Salesforce, Jira, GitHub, Slack, Shopify, WordPress, Zapier, Webflow, Clearbit, and OpenWidget to create a unified customer service stack.

HelpDesk is built for customer-facing teams that need a clean, reliable ticketing system with genuine AI assistance and strong automation — without the complexity or cost of enterprise platforms.

• Small and mid-sized business support teams — the Team plan at $29/agent/month covers the full ticketing workflow with AI tools, automations, and integrations at a price that fits lean budgets without sacrificing capability.

• Teams already using LiveChat or ChatBot — the native Text, Inc. ecosystem integration lets live chat sessions convert directly into tickets, and ChatBot conversations escalate seamlessly to human agents with full context preserved.

• IT help desk teams — structured ticket routing, multi-tier team assignment, SLA management, and role-based access controls make HelpDesk a clean internal IT support tool for managing technical queries at scale.

• SaaS and software companies — connect it to your product's email support flow, automate first responses with canned replies, and use language detection to route international customers to the right team without manual triage.

• Operations and multi-department businesses — the Business plan's 100 teams, 100 custom domains, and 50 automation rules support complex organizations running support across multiple departments, regions, or brands from one dashboard.

HelpDesk differentiates itself by combining genuinely useful AI tools, smart automation, and a clean interface inside the Text, Inc. ecosystem — without the bloat or price tag of legacy enterprise platforms.

• Built-In AI Tools at No Extra Cost — ticket summaries, tone-adjusted text enhancement, language detection, similar ticket lookup, and AI tag suggestions are all included in every paid plan, not sold as add-ons like they are on Zendesk or Freshdesk.

• Text, Inc. Native Ecosystem — HelpDesk, LiveChat, ChatBot, and KnowledgeBase are all built by the same company and integrate natively without middleware; a LiveChat session becomes a HelpDesk ticket in one click, and a ChatBot conversation escalates to a human agent with full context automatically.

• Free Migration from Any Platform — Text, Inc. covers migration costs from your existing ticketing system when possible, removing the biggest practical barrier to switching and ensuring no ticket history or configuration is lost during the move.

• Viewer Accounts at No Charge — unlimited viewer accounts (read-only users who can browse and read tickets) are included on all plans at no cost, making it easy for stakeholders, managers, or sales teams to stay informed without paying for full agent seats.

• Proven Productivity Impact — real published case studies show 7,000 actions performed by automation rules instead of agents (Valley Driving School) and a 35% decrease in ticket resolution time with 2,000 tickets handled monthly via automation (Brastel Co., Ltd.) — verifiable ROI benchmarks that most competitors do not publish.

HelpDesk integrates with the tools your team already uses across support, CRM, e-commerce, project management, and communication.

• Text, Inc. ecosystem — LiveChat and ChatBot connect natively so real-time chats and bot conversations convert to HelpDesk tickets automatically, with full conversation history preserved for the assigned agent.

• CRM and sales platforms — HubSpot and Salesforce sync contact and deal data bidirectionally so agents see full customer context inside each ticket without switching tabs or manually updating records.

• Project management and development tools — Jira and GitHub integrations let support agents create and link issues directly from a ticket, keeping engineering and support workflows synchronized without duplicate data entry.

• E-commerce and website platforms — Shopify, WordPress (with dedicated plugin), Webflow, and Contact Form 7 feed customer submissions and order-related inquiries directly into HelpDesk as structured tickets.

• Communication and automation tools — Slack lets agents reply to HelpDesk tickets directly from Slack channels; Zapier connects HelpDesk to 3,000+ additional apps for custom automation; OpenWidget adds a free engagement widget to any website that funnels visitor messages into the ticketing queue.

HelpDesk delivers a clean, capable, and genuinely affordable ticketing system that punches above its price point — built-in AI tools, smart automation, free migration, and native Text, Inc. ecosystem integration are all included from $29/agent/month with no feature paywalls on the core workflow.

It is the natural choice for teams already using LiveChat or ChatBot who want a unified support stack, and for growing businesses that want a professional ticketing setup without the complexity or cost of Zendesk.

The only real limitations are the 5-rule automation cap on the Team plan and the absence of a built-in live chat channel, both of which are resolved by upgrading or pairing with LiveChat.