Channels
Email threading that works, plus the chat, form and portal channels you need.
Desk guide · Updated 5 November 2026
How to choose helpdesk software: a practical checklist.
Choose helpdesk software by starting from how your customers contact you and how your team works, then checking channels, assignment, self-service, reporting, AI help, migration and how the price grows with your team. Try your real workflow on a free plan or trial before you commit.
No credit card
Free plan
Cancel anytime
flaxxa.com / product / desk / features
Capabilities
Everything Desk ships with.
◉
Tickets & agent workspace
◇
AI Copilot
✦
Departments, teams & assignment
⌬
Email, chat, forms & portal
◐
Portal, knowledge base & CSAT
▣
Automations, reports & migration
The full feature list→ Start free
01 / 05
Which questions should you answer before comparing tools?
- Where do customers contact you today: email, chat, forms, WhatsApp, phone?
- How many people answer, and will they work in departments or teams?
- Do you promise response times to customers, or only want to measure them?
- Which questions repeat enough to belong in a knowledge base?
- What has to come with you from your current tool: tickets, contacts, articles, saved replies?
02 / 05
Which features should be on the checklist?
Ownership
Assignment, departments, private notes and a clear status on every ticket.
Speed tools
Saved replies, macros, bulk actions and a ticket view agents like using.
Response targets
SLA policies, business hours and due times.
Self-service
A knowledge base and a portal customers can sign in to without a password headache.
Reporting
Volume, response times, agent workload and CSAT, exportable.
API and webhooks
So the helpdesk can talk to your product, store or CRM.
Security
Single sign-on, two-factor login and an audit log for the admin side.
03 / 05
How is helpdesk software priced?
Most helpdesks charge per agent per month, with features unlocked by plan tier, and a discount for paying yearly. Some charge by ticket volume instead. AI is increasingly sold separately, as an add-on per agent or as a fee for each conversation an AI agent resolves.
When you compare, price your real team at the plan that has the features you need, including any add-ons, rather than comparing the cheapest tier. Flaxxa Desk is included in Flaxxa's plans; see the Desk pricing page for what each plan includes.
04 / 05
How should you judge AI features?
Ask what the AI reads (your own articles and procedures, or only the model's general knowledge), who sends the answer (an agent or the AI on its own), and how it's billed. AI that drafts for an agent saves typing with little risk; AI that replies by itself needs good content and close monitoring.
Flaxxa Desk's AI Copilot drafts replies from your SOPs and knowledge base for an agent to review and send, and summarises and classifies tickets.
05 / 05
How do you switch helpdesks without losing history?
Check for an importer from your current tool, what it brings across (tickets with their messages, contacts, agents, knowledge base articles, saved replies) and whether you can preview an import before it runs. Run the old and new tools side by side for a short cut-over, and move your email forwarding last.
Flaxxa Desk imports from Zendesk and Freshdesk, and from CSV files, with a preview step before anything is written.
FAQ
Choosing helpdesk software: common questions
The one that covers your channels and stays simple for a small team. Look for a free plan or trial, email ticketing that threads correctly, saved replies and a basic knowledge base, then grow into automation and reporting.
Put it to work
Desk features for this
Data Migration
Import tickets with their messages, contacts, companies, agents, departments, help articles and canned responses from Zendesk or Freshdesk, or from CSV.
AI Copilot
An AI copilot for support agents: reply drafts from your SOPs and knowledge base, in your tone, and thread summaries. An agent checks and sends each reply.
Reports + Analytics
Helpdesk reporting: ticket volume, response and resolution times, agent performance and CSAT, with report templates you can schedule, share or download.
Get started in minutes
Try Flaxxa Desk free.
Start on the Free plan, no credit card needed.
Free plan · No credit card · Cancel anytime