--- description: Review of HESK Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice New Zealand. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: HESK | Reviews, Pricing & Demos - SoftwareAdvice NZ --- Breadcrumb: [Home](/) > [Help Desk Software](/directory/4160/help-desk/software) > [HESK](/software/27216/sysaid-hesk) # HESK Canonical: https://www.softwareadvice.co.nz/software/27216/sysaid-hesk Page: 1 / 2\ Next: [Next page](https://www.softwareadvice.co.nz/software/27216/sysaid-hesk?page=2) > Here is a natural, detailed version suitable for Software Advice: Hesk is a help desk platform for customer support teams and internal IT departments that want a simple way to manage support requests without the cost and complexity of a large enterprise system. Support requests are organized as tickets, giving staff one place to view, assign, prioritize, update, and resolve customer or employee issues. Tickets can be submitted through an online form or created automatically from incoming email. Customers can reply by email or through the support portal, while staff can manage the full conversation from the help desk. Hesk includes ticket categories, custom fields, canned responses, service messages, custom statuses, priorities, file attachments, email templates, and reporting tools. Teams can create staff accounts with specific permissions, roles, and access to selected ticket categories. This helps organizations control who can view or manage different types of requests. The built-in knowledge base allows teams to publish answers to common questions, instructions, and troubleshooting guides. Customers can search these articles before submitting a ticket, which can reduce repeated requests and save time for support staff. Registered customers can also use their dashboard to view active and resolved tickets in one place. Hesk can be adjusted to match the needs of different organizations. Administrators can customize ticket forms, email notifications, help desk settings, and the appearance of the customer portal. Multiple languages are supported, making Hesk suitable for teams that serve customers in different regions. Organizations can choose between two versions. The free self-hosted version can be installed on a compatible web server and gives the organization control over hosting and data. Hesk Cloud is the managed version and includes hosting, setup, maintenance, updates, backups, and technical support. Hesk Cloud uses flat-fee pricing rather than charging for each support agent. This can make costs easier to predict for teams that need several staff accounts or expect their support team to grow. Hesk is best suited to small and midsize businesses, schools, nonprofit organizations, government offices, IT teams, and customer service departments that need a reliable ticketing system without a long setup process. It is also a practical option for organizations moving away from shared email inboxes or spreadsheets. Hesk has been in development for more than 21 years, has been downloaded over one million times, and is available in more than 35 languages. It focuses on the features most support teams use every day while keeping administration and ticket handling straightforward. > > Verdict: Rated **4.4/5** by 8 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.4/5** | 8 Reviews | | Ease of Use | 4.3/5 | Based on overall reviews | | Customer Support | 4.3/5 | Based on overall reviews | | Value for Money | 4.4/5 | Based on overall reviews | | Features | 4.0/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: Klemen Stirn - **Location**: Airport City, Israel ## Commercial Context - **Pricing model**: Other (Free version available) (Free Trial) - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Linux (Desktop), Windows (On-Premise), Linux (On-Premise), Chromebook (Desktop) - **Supported Languages**: Arabic, Brazilian Portuguese, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, European Portuguese, French, German, Greek, Hebrew, Hungarian, Italian, Japanese, Polish, Portuguese, Romanian, Russian, Serbian, Slovenian, Spanish, Traditional Chinese, Turkish, Ukrainian - **Available Countries**: Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua & Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium and 209 more ## Features - Access Controls/Permissions - Activity Dashboard - Alerts/Escalation - Analytics - Automated Responses - Automated Routing - Collaboration Tools - Customer Communication - Customer Database - Customer Support - Customisable Branding - Customisable Templates - Customizable Fields - Data Import/Export - Email Templates - Incident Management - Knowledge Base Management - Multi-Channel Communication - Performance Metrics - Personalisation ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Chat ## Category - [Help Desk Software](https://www.softwareadvice.co.nz/directory/4160/help-desk/software) ## Related Categories - [Help Desk Software](https://www.softwareadvice.co.nz/directory/4160/help-desk/software) - [Service Desk Software](https://www.softwareadvice.co.nz/directory/4256/service-desk/software) - [Customer Support Software](https://www.softwareadvice.co.nz/directory/4658/customer-support/software) ## Alternatives 1. [Zendesk Suite](https://www.softwareadvice.co.nz/software/26892/zendesk-talk) — 4.4/5 (4090 reviews) 2. [Freshdesk](https://www.softwareadvice.co.nz/software/110247/freshdesk) — 4.5/5 (3470 reviews) 3. [Milvus](https://www.softwareadvice.co.nz/software/246233/milvus) — 4.8/5 (298 reviews) 4. [Freshservice](https://www.softwareadvice.co.nz/software/436317/freshservice) — 4.6/5 (791 reviews) 5. [LiveAgent](https://www.softwareadvice.co.nz/software/109980/liveagent) — 4.7/5 (1787 reviews) ## Reviews ### "Fast and intuitive Support Desk" — 5.0/5 > **Ummar** | *20 January 2020* | Telecommunications | Recommendation rating: 7.0/10 > > **Pros**: It's fast process of setting up and get everything aligned. > > **Cons**: All features offered in hesk are not free. Prominent features are paid. > > SLA and Customer support, ticket generation with the assignment of agents. ----- ### "Hesk review" — 5.0/5 > **Chevaun** | *8 April 2021* | Computer Software | Recommendation rating: 7.0/10 > > **Pros**: I like that u can customize this software to fit your company needs and that u can basically modify and do anything you want with it and it's easy to install and use > > **Cons**: In the beginning I had problems because it keeps sending me emails I'm my personal mail account but when I fix that it work perfectly > > I use to work at a big company and I implemented hesk as a alternative to a help desk software because that did not have anything to register tickets and insisted and when I implemented this I customized it o fit the company and when I launched it I was a success its a great software and easy to install and use and the client learned very quickly how to use it to ----- ### "Works fine - for free software" — 3.0/5 > **Samuel** | *20 May 2021* | Farming | Recommendation rating: 5.0/10 > > **Pros**: Used this helpdesk for years. Works vastly better then having no ticket system. > > **Cons**: Features/support are lacking compared to premium ticket system options. > > Provided a ticket system when we needed one badly. Managing issues via email/phone is just not manageable at any sort of scale. Used the software for years before are needs outgrew HESK's features. ----- ### "Great Product and Value" — 5.0/5 > **Todd** | *17 November 2024* | Computer & Network Security | Recommendation rating: 10.0/10 > > **Pros**: The interface and setup was straight forward and their support were very responsive and helpful. > > **Cons**: None at the moment for a general ticketing system and KB platform it works very well. > > Setup was quick and easy and it was very cost effective for a small team. ----- ### "Great product." — 5.0/5 > **Tomasz** | *18 June 2024* | Airlines/Aviation | Recommendation rating: 10.0/10 > > **Pros**: What I like most about HESK is the flexibility of this tool - I use it not only as a typical help desk but also as a system for submitting complaints and reporting irregularities within the company. The tool can be easily customized to meet your needs, and you can even edit individual messages and terminology. The creator of the application is very helpful and has never left me without assistance. > > **Cons**: I like everything about it. It's hard to find something that needs improvement - many things can be customized on your own. > > Easy installation, great flexibility, ability to edit topics and forms. Extensive capabilities for assigning permissions to the staff. Low hardware requirements with considerable capabilities. The program is intuitive for both the staff and users. I think it is underrated - simply because it is not backed by a big corporation that can afford to promote the product - but thanks to this, we have an excellent program whose license costs so little that it doesn't make sense to use the free version (because then you don't have support). Overall, it's a great program. ----- Page: 1 / 2\ Next: [Next page](https://www.softwareadvice.co.nz/software/27216/sysaid-hesk?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.co.nz/software/27216/sysaid-hesk) ## This page is available in the following languages | Locale | URL | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | ----- ## Structured Data