HelpDesk

HelpDesk is ticketing software from Text that gathers support email, chat and messaging in one shared queue with an AI Agent, for small and growing teams.

HelpDesk gives a support team one queue for customer requests, so mail sent to a support address no longer waits in somebody's personal inbox. Each message becomes a ticket with a status and a priority, assigned to an agent or a team and answered in its own thread. Text, Inc. owns HelpDesk and sells it beside LiveChat, ChatBot, KnowledgeBase and OpenWidget. The product runs in a browser and as a desktop app for Mac and Windows. Requests reach the queue from email, website contact forms, chat, WhatsApp, Messenger and SMS. Ticketing rules assign, tag and prioritize them, using round-robin assignment to spread work or the requester's detected language to pick a team. The AI Agent answers routine questions by itself, and Copilot suggests replies built from earlier ticket conversations. Inside a ticket, agents leave private notes with mentions, run macros, insert canned responses and see collision detection when a colleague opens it too. Reports track new tickets, first response time, resolution time and the ratings a Feedback request rule collects. HelpDesk is aimed at small support teams with their first steady flow of tickets, and at growing teams that want support to bring in sales. It fits a company whose support begins in email and has spread to chat and messaging apps. Online stores can sell through Shopify from the product. Teams pay by the agent, and larger operations can have custom AI Agents built and run for them. Most mornings begin with the queue, where rules have already sorted new mail and form requests and the AI Agent has closed the simple ones. Teams that greet website visitors in LiveChat can handle those chats and their tickets in one application. A WordPress site sends Contact Form 7 messages straight in as tickets, and Facebook messages arrive through email forwarding or Zapier. Apps from the HelpDesk Marketplace open full screen, in the settings or beside a ticket's details, and a team can build its own. Support leads then filter response and resolution times by agent, team or source to see where the queue slows down.