
InLoox
The ultimate Microsoft-integrated project management suite for enterprise-grade productivity.

Simplified email management and automated ticketing for high-growth support teams.

HelpDesk, developed by Text (formerly LiveChat Software), is a sophisticated ticketing system designed to unify asynchronous customer communication into a singular, collaborative dashboard. Architecturally, it functions as a centralized hub for emails, web forms, and internal requests, utilizing a robust tag-based filtering system and automated workflows to optimize ticket lifecycle management. By 2026, HelpDesk has deeply integrated the 'Text AI' engine, providing agent-facing generative tools such as automated summarization, tone adjustment, and predictive reply suggestions. Its infrastructure is built for high availability and low latency, catering to mid-market and enterprise firms that require seamless handoffs between LiveChat and HelpDesk. The platform's positioning focuses on removing the complexity of legacy help desk systems, offering a clean, intuitive UI that reduces onboarding time for new agents. With advanced features like collision detection, private internal notes, and custom automated workflows, HelpDesk provides a high degree of operational control over customer satisfaction (CSAT) and service level agreements (SLAs). It serves as a critical component of the broader Text ecosystem, allowing businesses to maintain a continuous thread of communication across diverse digital touchpoints.
HelpDesk, developed by Text (formerly LiveChat Software), is a sophisticated ticketing system designed to unify asynchronous customer communication into a singular, collaborative dashboard.
Explore all tools that specialize in facilitate team collaboration. This domain focus ensures HelpDesk delivers optimized results for this specific requirement.
Explore all tools that specialize in automated ticket routing. This domain focus ensures HelpDesk delivers optimized results for this specific requirement.
Uses LLM models to rewrite, summarize, or change the tone of agent responses in real-time.
A trigger-based engine that executes actions (assigning, tagging, closing) based on ticket properties.
Real-time indicators showing which agents are currently viewing or replying to a specific ticket.
Templated snippets with dynamic variables for rapid insertion into ticket replies.
A unified view for multiple email accounts, social messages, and web form submissions.
Internal communication layer on tickets invisible to the end customer.
Reporting dashboard tracking First Response Time (FRT), Resolution Time, and CSAT scores.
Create a HelpDesk account and select the primary subdomain.
Connect a custom support email address via IMAP/SMTP or Gmail/Outlook integration.
Configure MX records for custom domain email forwarding to ensure deliverability.
Define team members and assign granular permissions via roles.
Set up 'Workflows' using IF/THEN logic for automated ticket assignments.
Implement 'Tags' for categorizing and filtering incoming inquiries.
Enable AI Text Enhancer tools within the settings for agent assistance.
Customize the HelpDesk web form and embed it on the company website.
Set up Service Level Agreements (SLAs) with specific breach notifications.
Integrate with LiveChat or KnowledgeBase for a unified support ecosystem.
All Set
Ready to go
Verified feedback from other users.
"Users highly value the clean interface and the seamless integration with the LiveChat ecosystem, though some request more advanced reporting features on the lower tiers."
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