HelpDesk vs. Helpshift comparison. Which to choose in 2025?

HelpDesk is a customer support software that enables businesses to provide excellent customer service. Their platform allows teams to manage customer inquiries across multiple channels, including email, chat, social media and form.

Helpshift is a customer service platform that allows companies to interact with their customers through messaging-based support. Their platform will enable businesses to offer support through chat, email, and other messaging channels, providing customers with a more convenient and personalized experience.

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HelpDesk vs. Helpshift features and capabilities — how to choose the best tool for your service?

HelpDesk offers ticketing, automation, reporting, and collaboration tools to streamline the customer support process and ensure timely resolutions. Their software is designed to improve customer satisfaction, boost team productivity, and optimize support operations. Overall, HelpDesk aims to help businesses build stronger customer relationships through exceptional support experiences.
Helpshift aims to help companies improve customer satisfaction and loyalty by offering fast and efficient support solutions. Their platform also provides automation, AI-powered chat, and analytics to help businesses streamline their customer service operations and gain valuable insights into customer behavior. Helpshift helps companies deliver better customer service experiences and build stronger customer relationships.

Let's compare the features offered by both tools.

HelpDesk features

Ticketing system: A ticketing system allows users to easily submit technical issues or service requests to the help desk team. Each ticket is logged, assigned a priority level, and tracked until resolved.
Remote desktop support: Remote desktop support enables help desk agents to connect to a user's computer remotely to troubleshoot issues, provide real-time assistance, and resolve technical problems without needing in-person visits.
Reporting and analytics: Reporting and analytics tools provide valuable insights into help desk performance metrics such as ticket volume, resolution times, customer satisfaction scores, and agent productivity, allowing organizations to identify trends, monitor performance, and make data-driven decisions.
Self-service portal: A self-service portal allows users to access a range of resources, submit tickets, track ticket status, and find solutions to common issues without needing to contact the help desk directly, increasing efficiency and reducing the workload on help desk agents.
Integration with other systems: Integration with other systems such as CRM, WordPress, Webflow, and monitoring tools enables seamless data sharing, enhances collaboration between teams, and streamlines workflows for more efficient issue resolution and customer support.
Multichannel support: Multi-channel support ensures that users can contact the help desk through various communication channels such as phone, email, chat, or social media, providing flexibility and convenience for users to reach out for assistance in their preferred way.

Helpshift features

In-app messaging: Helpshift allows users to easily communicate with customer support directly within the app, making it convenient for users to get help without having to leave the app.
AI-powered chatbots: Helpshift integrates AI-powered chatbots to automate customer service interactions and provide quick and efficient responses to common inquiries.
Multichannel support: Helpshift allows businesses to provide customer support across multiple channels such as email, chat, and social media, providing a seamless experience for users to reach out for help.
Analytics and reporting: Helpshift provides analytics and reporting tools to track customer interactions, monitor agent performance, and gain insights into customer behavior to improve the overall customer support experience.
Customization and branding: Helpshift allows businesses to customize the platform to match their branding and design preferences, creating a consistent and seamless user experience engaging with customer support.

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Pricing and plans comparison

HelpDesk pricing and plans

HelpDesk offers a flexible pricing structure based on your team's needs. They offer three plans: Team, Business, and Enterprise. You can also try HelpDesk for free during the 14-days trial. Check more information on the pricing page: https://www.helpdesk.com/pricing/

Helpshift pricing and plans

Helpshift offers a few different plans. Ream more here: https://www.helpshift.com/pricing/

Integrations comparison: HelpDesk vs. Helpshift

HelpDesk integrations

It's possible to integrate HelpDesk with many tools.

LiveChat: Integrates with LiveChat to provide seamless real-time customer communication directly from the HelpDesk interface. This allows support agents to handle tickets and live chats in one place, improving response times and customer satisfaction.
ChatBot: This integration works with ChatBot to automate customer interactions using AI. It enables businesses to set up automated responses, handle common inquiries, and reduce the workload on support teams by filtering and resolving issues without human intervention.
WordPress: The WordPress integration allows HelpDesk forms to be embedded directly onto WordPress sites. This makes it easy for customers to submit tickets or requests without leaving the website, enhancing user experience and ensuring that support requests are seamlessly captured.
Zapier: By connecting with Zapier, HelpDesk can integrate with over 3,000 different applications. This integration is highly versatile, allowing businesses to automate tasks, such as syncing customer data between HelpDesk and CRM systems or triggering alerts based on ticket status.
Slack: The Slack integration sends ticket notifications and updates directly to Slack channels. This allows support teams to stay informed about ticket statuses and collaborate effectively without leaving their preferred communication tool.
Jira: Integrating HelpDesk with Jira facilitates smooth issue tracking and management for technical teams. Tickets from HelpDesk can be directly linked to Jira issues, enabling better coordination between customer support and development teams.

Helpshift integrations

CRM integration: Helpshift integrates with popular CRM software such as Salesforce, Zendesk, and Microsoft Dynamics. This integration allows businesses to easily manage customer interactions and data, providing a seamless experience for both customers and support agents.
Messaging platform integration: Helpshift integrates with messaging platforms like WhatsApp and Facebook Messenger, enabling businesses to communicate with customers via their preferred messaging channels. This integration helps companies to provide real-time support and engage with customers on a more personal level.
Analytics integration: Helpshift integrates with analytics platforms like Mixpanel and Google Analytics, providing businesses valuable insights into customer behavior and support interactions. This integration helps companies to identify trends, track key metrics, and make data-driven decisions to improve their support operations.

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What are the key differences between HelpDesk and Helpshift?

If you need the perfect tool for customer support, choose HelpDesk for its user-friendly interface and efficient ticketing system.

Should I choose HelpDesk or Helpshift?

HelpDesk and Helpshift are both customer support platforms that provide businesses with tools to manage customer inquiries and provide support. However, there are some key differences between the two platforms:

HelpDesk is a more traditional customer support platform that primarily focuses on ticketing systems for managing customer inquiries and requests. Helpshift, conversely, incorporates AI-powered chatbots and in-app messaging features.
HelpDesk is designed for use across various channels such as email, phone, and social media, while Helpshift primarily provides support through mobile apps and in-app messaging.

Choosing the best help desk for your business

When choosing the right help desk tool for your business, several factors must be considered. First, consider the size of your business and the level of support you will need. Consider the features and functionality of the help desk tool, such as the ticketing system, automation capabilities, and reporting. Look for a tool that integrates well with your existing systems and software. Consider the cost of the tool and whether it fits within your budget. Finally, consider the reputation and track record of the help desk tool provider to ensure you are getting a reliable and effective solution for your business.

How to Transition Smoothly to a HelpDesk Tool

Transitioning to a new helpdesk tool can be challenging, but with careful planning and execution, you can ensure a smooth migration of your tickets and data.