# HelpDesk

HelpDesk.com is a ticketing system from Text, Inc. that brings email, live chat, Messenger, WhatsApp and SMS into one AI-assisted inbox. It includes automation rules, ticket statuses and priorities, collaboration tools such as private notes and collision detection, and AI features for reply suggestions, ticket summaries, tagging and language detection. New sign-ups on helpdesk.com now start a trial of Text, the parent's AI customer service platform, with HelpDesk ticketing included.

Page: https://slateindex.ai/brand/helpdesk · data of 2026-11-03

## Facts

- Headquarters: Boston, MA, United States
- Employees: 201–500
- Company type: Division of Text, Inc.
- Deployment: Cloud (browser-based, with desktop apps for Mac and Windows)
- Best for: Small businesses, SaaS, IT help desk and enterprise support teams wanting multichannel ticketing with AI.
- Compliance: SOC 2, GDPR, PCI DSS (SAQ A), CCPA, Data Privacy Framework

## Products

- Ticketing: Shared inbox with ticket statuses, priorities, tags, custom fields, automated assignment and ticketing rules.
- AI Agent: Resolves routine chat questions before they become tickets and hands off to humans with context.
- AI Copilot: Drafts reply suggestions, summarizes tickets and chats, edits text and suggests tags.
- Workflows: No-code automations connecting tickets and chats to tools like Shopify, Salesforce, HubSpot, Klaviyo and Slack, plus webhooks.
- Live chat: Website and in-app chat widget with proactive campaigns and Shopify selling features.

## Rankings

| Category | Rank | Visibility | Mentions |
|---|---|---|---|
| Help Desk | 9 of 37 | 19.5 | 31 |

## By engine

| Engine | Visibility | Mention rate |
|---|---|---|
| chatgpt | 6.5 | 14.8% |
| google_ai_mode | 8.7 | 14.8% |
| perplexity | 43.3 | 85.2% |

## Definitions

- Visibility (0–100): how often and how high AI answers name the brand, weighted by position.
- Mention rate: share of collected AI answers that name the brand.
- Share of voice: the brand's mentions as a share of all brand mentions in the category.
- Citation authority: share of answers naming the brand that cite the brand's own site.

Cite as: SlateIndex, “HelpDesk AI visibility profile”, https://slateindex.ai/brand/helpdesk, data of 2026-11-03. Licence: CC BY 4.0 (https://creativecommons.org/licenses/by/4.0/).