Help desk and ticketing software for growing support teams
Pleased.com is help desk software that turns every email, chat, call and social message into a ticket your team can own, prioritize and resolve from one shared workspace. Plans start at $15 per seat per month, and you can be answering customers on a free trial in minutes.
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What is help desk ticketing software?
Help desk ticketing software turns customer requests into tickets: one record per issue that holds every message, note and change. Each ticket has an owner, a status and a priority, so nothing gets missed, two agents never work the same issue, and managers can see what is waiting, in progress and solved.
In Pleased.com, an email, a chat and a phone call about the same problem are not three tickets. They are three messages on one ticket. Later replies on any channel land on the same record, so whoever picks it up sees the whole story. Read how a ticket works in Pleased.com in our Help Center.
Manage every customer conversation in one shared inbox
Bring email, live chat, voice and social messages into one help desk, so agents can work every conversation without switching between tools. Each conversation becomes a ticket with a clear owner and status.
- Email, live chat, voice, Facebook and X on every plan
- WhatsApp, Telegram, App Store and Google Play reviews and webforms from the Grow plan
- Help desk views such as Assigned to me and shared team views, with columns your admins choose
- Every ticket records its source, so you always know how the customer reached you
Route, prioritize and assign tickets automatically
Every ticket is filed with a category, a group and a priority, so it reaches the right team and the most urgent issues rise to the top. Support automations handle the repetitive admin for you.
- Ticket categories and sub-categories that power reporting on why customers contact you
- Priorities from Low to Critical, plus tags for extra context
- Triggers, time-based automations and routing based on agent availability, on every plan
- Personal and shared templates and macros for fast, consistent replies
- Skill-based routing on Premium and Enterprise
Collaborate on tickets with internal notes and clear ownership
Work through tricky issues together without confusing the customer. Team collaboration tools keep the right people involved and make ownership obvious.
- Switch the composer between a public reply and an internal note the customer never sees
- Mention teammates to pull them into a ticket
- Assign tickets to a group and an agent, or click Take It to claim one
- Default roles on every plan, custom roles from the Grow plan
- A full history of who changed what, including triggers and automations
See the full customer context on every ticket
Agents give faster, more relevant answers when they can see who they are helping and what has happened before. Pleased.com keeps that context next to every ticket.
- Requester profile with name, email and phone
- An Interactions panel listing the customer's other tickets and chats
- Merge duplicate tickets from the same customer into one
- Separate brands for different businesses, products or regions: 1 on Core, up to 3 on Grow, up to 10 on Premium
- Customer-facing FAQs from your knowledge base on every plan, plus an internal knowledge base on Premium
How ticketing works in Pleased.com
From first message to solved, every ticket follows the same clear path.
- A customer gets in touchA message on any connected channel creates a ticket, tagged with its source.
- The ticket is filed and routedTriggers set the category, group and priority, and routing sends it to an available agent.
- An agent takes ownershipThe ticket is assigned, or an agent clicks Take It, so one person is clearly responsible.
- The team works the issuePublic replies go to the customer, internal notes stay with the team, and duplicates are merged.
- Solve and measureAgents submit with a status such as Pending or Solved, and support analytics track response and resolution times.
Help desk features by plan
Ticketing, help desk views, templates, automations and routing are included on every plan. Higher plans add channels, roles, reporting and AI. Prices are per seat per month, billed annually; monthly billing is also available. See full pricing and plan comparison.
| Feature | Core $15 / seat | Grow $45 / seat | Premium $88 / seat | Enterprise $150 / seat |
|---|---|---|---|---|
| Ticket management and help desk views | Included | Included | Included | Included |
| Templates and macros | Included | Included | Included | Included |
| Automations, triggers and routing on availability | Included | Included | Included | Included |
| Email, live chat, voice, Facebook and X | Included | Included | Included | Included |
| WhatsApp, Telegram, app store reviews and webforms | Not included | Included | Included | Included |
| Custom roles | Not included | Included | Included | Included |
| Reports suite (data refresh) | Not included | Every hour | Under 2 min | Under 2 min |
| Skill-based routing and IVR | Not included | Not included | Included | Included |
| Brands | 1 | Up to 3 | Up to 10 | Unlimited |
| AI chat and voice agents | Not included | Not included | Not included | Included |
| Pleased.com support hours | 9/5 | 9/5 | 24/5 | 24/7 |
What is the difference between a help desk and a ticketing system?
A ticketing system is the part that turns each customer issue into a trackable ticket. A help desk is the wider workspace around it: the shared inbox, routing, automations, collaboration and reporting. Pleased.com includes both, along with live chat and a knowledge base.
How much does Pleased.com help desk software cost?
Plans cost $15, $45, $88 or $150 per seat per month when billed annually. Monthly billing is also available, and annual billing saves at least 20%. Ticketing is included on every plan. See pricing for the full comparison.
Is there a free trial?
Yes. You can start a 14-day free trial yourself, with guided setup, and cancel anytime.
Which channels can I manage in the help desk?
Email, live chat, voice, Facebook and X are available on every plan. Grow and above add WhatsApp, Telegram, App Store and Google Play reviews, and webforms. IVR is available on Premium and Enterprise.
Can I merge duplicate tickets?
Yes. When the same customer opens more than one ticket about an issue, you can merge them. The Interactions panel on each ticket shows the customer's other tickets, so duplicates are easy to spot.
Does Pleased.com include AI?
The Enterprise plan includes AI chat and voice agents, live chat AI assistance and predictive suggestions. When a customer needs a person, the AI agent escalates the conversation into the help desk as a ticket.
How long does it take to set up?
Pleased.com is built to launch in minutes: create a workspace, connect your channels and start answering customers. The Help Center walks you through setting up email, the chat widget and inviting teammates.
Explore more Pleased.com features
- Live chatWebsite chat with routing, triggers and quick replies.
- Support automationTriggers, time-based rules and shared macros.
- Knowledge baseA searchable public help center for self-service.
- Team collaborationGroups, roles, shared views and agent availability.
- Customer support analyticsVolume, response times, CSAT and agent performance.
- All featuresSee everything in the Pleased.com platform.
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