LabiDesk Reviews

Pros

At least the team seems to have a clear roadmap and a solid idea of what they want to build next.

Cons

Right now, the product feels like it desperately needs proper quality assurance. I honestly do not understand how some features are being released to users in this state. There are major problems across the platform, from the knowledge base to ticket management. On my Mac OS with an M1 chip, the page goes completely blank when pasting and even after reporting it several times, nobody responded. There is also no integration with Slack or any other communication channel for new messages. On top of that, there are no browser sounds, alerts or notifications when a new message arrives, no mobile app at all and if you are not actively on their website, the system should at the very least send an email with the customer's message.

Pros

The chat interface has a look and feel similar to Intercom which I really appreciate. Having chat, tickets and a knowledge base all together is one of the best combinations for the way we use this software.

Cons

There are not many downsides that I can mention.

Pros

Having everything in one integrated workspace really helps especially the live chat and unified inboxes for handling tickets more efficiently. The branding looks good and gives the platform a more personal feel even though it still has a few bugs. On top of that, the interface is clean and practical to use.

Cons

It looked promising but the integrations and site management were not working properly right out of the box. There are also bugs in the theme area since some settings do not get applied even after being saved initially. Another missing piece is the lack of iOS and Android apps which feels important although it seems they may already be in development since the icons are visible in the menu. One thing I would definitely change is the email notification behavior, when a ticket is first opened, neither the user nor the admin gets an email and notifications only start once someone replies.