Helpdesk Software Review - why 3.2 stars?

Helpdesk Software Review
ITQlick Score: 80/100
ITQlick Rating:
Pricing: 2.4/10 - low cost
Category: Help Desk -> Helpdesk Software review
Ranking:Ranked 52 out of 210 Help Desk systems
Company: HESK
Pricing: starts at $29 per agent/month
Typical customers: Small, medium and large size businesses
Platforms: Desktop
Links: Helpdesk Software pricing, Helpdesk Software alternatives
Shlomi LaviShlomi Lavi / updated: Sep 19, 2022

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What is Helpdesk Software?

HESK is a PHP help desk software that can help users to manage customer support issues using a web-based ticket support system. Users can track, receive and organize customer support problems via tickets by urgency and by department. Moreover, you get this fast and user friendly help desk software for free.

The developers of HESK are popular for providing help desk management system. They provide both installable and hosted help desk software for users. HESK offers virus free and spyware free software and SysAid is a sponsor of this help desk software.

Who is it best for?

HESK is perfect for small and midsize organizations and websites who want to manage their customer issues using a ticket based help desk system. Blue Chip, GH1 Web Hosting Inc., are some of the clients of HESK.

Main features and functionalities

HESK comes with user friendly customer interface, knowledgebase, spam filtering, reply rating, email notifications and administrator/staff interface features. Customers can submit tickets via web form or email, attach necessary files, view and rate staff replies, receive email notifications of staff replies and search and browse knowledgebase using the customer interface. The interface also offers SPAM prevention and can suggest related knowledgebase articles to help customers solve the problem.

The knowledgebase offers unlimited articles, unlimited subcategories and categories, easy search function, posting attachments to articles, article view counting, listing popular and newest articles and rating articles feature. The administrator/staff interface offers unlimited staff and administrators accounts support, ticket searching ability, assigning tickets to specific staff, managing staff and knowledge articles, tracking time spend on a ticket and more.

What is the actual cost?

The cost of license starts at $29 per agent/month. ITQlick pricing score is 2.4 out of 10 (10 is most expensive). Access ITQlick pricing guide for Helpdesk Software. You can also find here pricing information from Helpdesk Software's website.

Pros

  • HESK offers both hosted and open source installable deployment option for users
  • HESK’s hosted solution offers unlimited users, support tickets, ticket categories, bandwidth and knowledgebase categories
  • The customer support of HESK offers customer interface and knowledgebase for users
  • The help desk software supports submitting tickets via email unlike other similar tools
  • The help desk solution offers SPAM prevention and email notifications unlike other similar tools

Cons

  • HESK doesn’t offer any mobile dedicated app for iOS and Android users
  • HESK doesn’t support submitting tickets via social networking sites or phone calls
  • The customer support of HESK doesn’t offer any live phone or chat support for users
  • The help desk software is not feature rich comparing to other similar help desk solutions
  • The help desk solution requires working MySQL and PHP 5 to use it properly

How it stacks up?

Access a head to head analysis of Helpdesk Software vs alternative software solutions.
ITQlick rating
Score
Pricing
License pricing
Functionality
Review
Compare
Helpdesk...
ITQlick rating
3.2/5
Score
80/100
Pricing
2.4/10
License pricing
$29 per agent/month
Functionality
12
Compare
Freshdesk
ITQlick rating
4.5/5
Score
94/100
Pricing
2/10
License pricing
$15 per agent/month
Functionality
39
SolarWin...
ITQlick rating
5/5
Score
94/100
Pricing
4.2/10
License pricing
$19 per technician/month
Functionality
38
Zoho Des...
ITQlick rating
4.5/5
Score
92/100
Pricing
4/10
License pricing
$14 per agent/month
Functionality
3
Zendesk
ITQlick rating
4.3/5
Score
92/100
Pricing
2/10
License pricing
$49 per agent/month
Functionality
48

Frequently Asked Questions (FAQs)

Is it the best Help Desk system?

Helpdesk Software is ranked 52 out of 210 software in their category (Help Desk systems).

How they are rated on ITQlick?

The rating of Helpdesk Software is 3.2 stars out of 5 and the total score is 80 out of 100. The rating score is based on our unbiased data-based algo. Learn more - rating methodology page.

Is it an easy to use Software?

Yes, Helpdesk Software makes it fairly easy to use. This product is user friendly and intuitive.

Is it cloud-based?

No, the software in not cloud based so you would need to install it locally and connect it directly to a server.

Can it be used on mobile?

No, currently Helpdesk Software can't be accessed on mobile, you would need to access it from your computer.

What should we ask during a demo session?

Differences between Helpdesk Software and alternatives?

The most popular alternatives to Helpdesk Software in 2023: Freshdesk, SolarWinds Service Desk, Zendesk, Zoho Desk, FuseDesk. Access the complete competitors analysis here - Helpdesk Software VS Help Desk Software alternatives.

List of categories

Complaint Management
Help Desk
Online CRM
Self-Service Portal
Small Business CRM
Ticket Management
Chat
Knowledge Management

List of features

Customer Survey
Knowledge Base/FAQ
Reporting
Support Ticket Tracking

Auditor - Shlomi Lavi

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Shlomi Lavi is an entrepreneur and founder of ITQlick.com. He holds a Bachelor of Science (B.Sc.) in Information Systems Engineering from Ben Gurion University in Israel. Shlomi brings 17 years of global IT and IS management experience as a consultant and implementation expert for small, medium and large-sized (global) companies. Shlomi’s goal is to share the best knowledge and news about information systems so you can make smarter buying decisions for your business.