HelpDesk
AI help desk and ticketing system for support teams
HelpDesk is a ticketing system that brings email, live chat, Messenger, and SMS into a single inbox, keeping each conversation as one thread even when it moves between channels. It is part of the Text platform, an AI customer service platform, and covers the full support cycle from ticket creation and assignment through prioritization, collaboration, resolution, closure, and reporting.
Core capabilities include automation rules for assignment, tagging, prioritization, escalation, and follow-up; canned responses; auto-assignments; and Workflows that connect to tools such as Shopify, Salesforce, and HubSpot through predefined actions, webhooks, and an API. AI features cover reply suggestions, ticket summaries, tag suggestions, language detection, tone adjustment, and an AI Agent that handles routine questions before handing off to a human. Team features include private notes, collision detection, ticket assignment, followers, shared views, and agent, admin, and viewer roles. Reporting tracks ticket volume, response times, resolution trends, and workload, with exportable and weekly summary reports. The product runs in the browser with desktop apps for Mac and Windows.
HelpDesk is aimed at small businesses, enterprise teams, IT help desks, and SaaS companies. It offers tiered plans for different team sizes and support needs, plus custom Enterprise options, and a free 14-day trial with no credit card required. Migration assistance from other ticketing systems is available.
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