{ "meta": { "attribution": "Anchor Terminal (https://www.anchorterminal.com)", "docs": "https://www.anchorterminal.com/docs/", "generatedAt": "2026-10-10", "license": "CC-BY-4.0", "method": "https://www.anchorterminal.com/benchmark/", "methodology": "0.4", "openapi": "https://www.anchorterminal.com/openapi.json", "preview": false, "run": "2026-10-01", "runLabel": "October 2026 research run" }, "tool": { "slug": "helpdesk", "name": "HelpDesk", "vendor": "Text, Inc.", "vendorUrl": "https://www.text.com", "kind": "http-api", "category": "support", "summary": "HelpDesk is a ticketing system from Text, Inc. Its REST API at api.helpdesk.com, which Text also documents as the Ticketing API, creates, lists and updates tickets, messages, private notes, tags, teams, rules, reports and webhooks.", "url": "https://www.anchorterminal.com/tools/helpdesk", "markdownUrl": "https://www.anchorterminal.com/tools/helpdesk.md", "slimMarkdownUrl": "https://www.anchorterminal.com/tools/helpdesk.min.md", "jsonUrl": "https://www.anchorterminal.com/api/v1/tools/helpdesk.json", "license": "Proprietary service under Text's Terms of Use", "transports": [ "http" ], "remoteUrl": "https://api.helpdesk.com", "packages": [], "auth": "mixed", "authNotes": "Self-serve. A personal access token is created in Text's Developer Console (or in the Text app under Settings, API access) with the `accounts--my:ro` scope and sent as Basic auth, with the account ID as username and the token as password. OAuth 2.1 authorisation code grant with PKCE is recommended for production, with access tokens valid 28,800 seconds and refresh tokens. No ticket-level scopes exist. A token acts with its user's role (Administrator, Agent or Viewer), and scopes on a personal access token can't be changed after creation.", "pricing": "paid", "pricingNotes": "Essential $19 a user a month billed yearly ($25 monthly), Growth $79 ($99 monthly), Enterprise by quote. 14-day trial with no card and no free plan found. API calls are metered. Text's docs include 10,000 calls a month on Essential and 20,000 on Growth, then $29.50 per 100,000, while platform.text.com lists $0.27 per 1,000 private requests. Requests answered 500 are not counted (checked 2026-10-09).", "priceSummary": "$19 / seat-mo", "where": "hosted", "x402": { "level": "no", "evidence": "No x402, MPP or L402 in the API description, Text's docs or the pricing pages (checked 2026-10-09).", "endpoints": [] }, "toolCount": null, "popularity": { "githubStars": null, "npmWeekly": null, "pypiWeekly": null, "asOf": "2026-10-09" }, "docsUrl": "https://api.helpdesk.com/docs", "llmsTxt": "https://www.text.com/docs/llms.txt", "capabilities": [ "support.tickets", "support.notes", "support.webhooks" ], "tags": [ "hosted", "closed-source", "paid", "trial", "openapi", "llms-txt", "oauth", "pat", "webhooks", "status-page", "audit-log", "soc2" ], "graded": true, "anchor": { "graded": true, "score": 50.3, "grade": "D", "agentReady": false, "rank": 774, "ranked": true, "rankOf": 950, "categoryRank": 15, "methodology": "0.4", "run": "2026-10-01", "scores": { "ergonomics": 47, "maintenance": 39, "payments": 35, "reliability": 60, "schema": 63, "security": 50, "transparency": 67 }, "pending": [ "performance", "tasks" ], "breakdown": [ { "key": "reliability", "name": "Reliability", "weight": 16, "effectiveWeight": 20, "score": 60, "points": 12, "reason": "Graded on the hosted REST API at api.helpdesk.com. Status page at status.helpdesk.com on incident.io with five components, the API among them, and a history view (20). The history for July to 9 October 2026 lists no incidents and one scheduled maintenance on 30 September (30). No rate limit found in the API description or in Text's docs (0). No 429 or backoff guidance and no idempotency keys found. Webhook deliveries are retried for about 24 hours, which is a different matter (0). The pricing page lists SLAs under Enterprise, but no SLA document was found and the terms disclaim availability (0). The API is v1, described as the public API (10)." }, { "key": "performance", "name": "Performance", "weight": 10, "effectiveWeight": 0, "pending": true, "points": 0, "reason": "Pending. Latency is measured per call by our probes, which haven't run yet, so this run doesn't score it. Its weight is shared across the assessed categories until the first probe window closes." }, { "key": "schema", "name": "Schema \u0026 documentation", "weight": 13, "effectiveWeight": 16.25, "score": 63, "points": 10.24, "reason": "OpenAPI 3.0.3 description, version 1.0.0, with 139 operations on 90 paths and 190 schemas, embedded in the Redoc page at api.helpdesk.com/docs and repeated in Text's docs as the Ticketing API (25). Text's docs publish an llms.txt index and a Markdown page per method (10). Only 10 of 139 operations carry a description, though the tag sections explain pagination, attachments, silos and webhooks well (7). Enums for status, priority, silo and webhook events, UUID formats and required fields are present, with some free-form objects such as `customFields` and `requester` filters (11). 27 operations carry examples, but every operation documents only a 200 response except one 403 (5). The path is versioned at v1. Text's API changelog has 26 dated entries and none is tagged for this API (5)." }, { "key": "ergonomics", "name": "Agent ergonomics", "weight": 13, "effectiveWeight": 16.25, "score": 47, "points": 7.64, "reason": "List size is set with `pageSize` (default 20, maximum 100). The docs advise `eventsScope=none` to drop events, but that parameter is missing from the parameter list, and there is no field selection (15). Cursor pagination on tickets, `X-Total-Pages` and `X-Total-Results` headers, about 39 filters, full-text `query` and three sort keys (18). Error codes and bodies are not documented (3). No idempotency key. An upload transaction created first fixes the ID of the ticket made from it, which is not presented as a retry guard (4). Creating a ticket needs little beyond a requester email, and defaults are stated for status and priority. No official SDK for this API was found (7)." }, { "key": "security", "name": "Security \u0026 auth", "weight": 14, "effectiveWeight": 17.5, "score": 50, "points": 8.75, "reason": "OAuth 2.1 authorisation code grant with PKCE and refresh tokens, or personal access tokens sent as Basic auth. The API asks only for the `accounts--my:ro` scope, and the scopes page lists no ticket scopes, so a token carries its user's whole role (20). Three roles exist (`owner`, `normal`, `viewer`), settings are read-only for the last two, and deleted tickets stay in trash for 30 days. No confirmation step for destructive calls, and the docs state that any role can read administrator-managed settings through the API (10). Ticket text is customer-written, and no prompt-injection guidance was found (0). `GET /v1/auditLog` records configuration changes with an `api` author type, not ticket actions. The help article gives 30 or 180 days of history under older plan names, and the pricing page lists audit logs under Enterprise (9). SOC 2 Type 2 is claimed on the pricing page and in Text's llms.txt, with annual penetration tests, enforced 2FA and SAML SSO on Enterprise. No security.txt (404), and no bug bounty or disclosure policy found. The trust centre is script-drawn and was not read (11)." }, { "key": "payments", "name": "Payments \u0026 pricing", "weight": 10, "effectiveWeight": 12.5, "score": 35, "points": 4.38, "reason": "No x402, MPP or L402 (0). Seat prices are public ($19 and $79 a user a month billed yearly, $25 and $99 monthly, Enterprise by quote). API calls are metered, and two published prices disagree. Text's docs give 10,000 calls a month on Essential, 20,000 on Growth and $29.50 for 100,000 more, while platform.text.com gives $0.27 per 1,000 private requests. 15 of 20 for that disagreement. 14-day trial without a card (20). A person signs up in a browser and creates the token in a console (0)." }, { "key": "tasks", "name": "Task success", "weight": 10, "effectiveWeight": 0, "pending": true, "points": 0, "reason": "Pending. Task success needs the category task suites run through each tool, which haven't run yet, so this run doesn't score it. Its weight is shared across the assessed categories until then. A data provider's data-quality score is published on its listing now and becomes half of this category when it's scored." }, { "key": "maintenance", "name": "Maintenance \u0026 community", "weight": 7, "effectiveWeight": 8.75, "score": 39, "points": 3.41, "reason": "The Ticketing API has no dated release of its own. Text's API changelog reaches 6 October 2026 (a `ticket_created` system event) and the product updates page has a ticket entry on the same day, so the platform is current while this API's own last change is unknown (20 of 30). No changelog entry in the last 90 days is tagged for this API, though four product updates since 16 July touch tickets (10 of 20). Closed service with a developer email, a Discord server and 24-hour support by email (9). No official SDK for this API found (0). No package to assess (0)." }, { "key": "transparency", "name": "Transparency \u0026 trust", "weight": 7, "effectiveWeight": 8.75, "score": 67, "points": 5.86, "note": "editorial 49, provenance 84", "reason": "Closed service under Terms of Use dated 3 July 2026 that name Text, Inc. and cover APIs (15). Privacy Policy of 3 September 2026, DPA of 22 May 2026 and a Data Storage Policy placing HelpDesk data in the United States. Retention is stated as long as necessary, with 30 days for trash, 60 for spam and at least 10 days of logs. DPA section 2.4 allows training AI models on Client Data, while the AI FAQ says training is per account on internal models and never on third-party ones (17). Text's version lifecycle with `Legacy` and `Deprecation` headers lists five APIs and not this one. One webhook event is marked deprecated without a date, and the terms allow discontinuing any part at any time (5). The DPA promises 10 days' notice of new sub-processors and the storage location is stated, but the sub-processor list is on a script-drawn trust centre page we could not read (12)." } ], "assessment": { "date": "2026-10-09", "basis": "public evidence", "confidence": "medium", "notes": { "ergonomics": "List size is set with `pageSize` (default 20, maximum 100). The docs advise `eventsScope=none` to drop events, but that parameter is missing from the parameter list, and there is no field selection (15). Cursor pagination on tickets, `X-Total-Pages` and `X-Total-Results` headers, about 39 filters, full-text `query` and three sort keys (18). Error codes and bodies are not documented (3). No idempotency key. An upload transaction created first fixes the ID of the ticket made from it, which is not presented as a retry guard (4). Creating a ticket needs little beyond a requester email, and defaults are stated for status and priority. No official SDK for this API was found (7).", "maintenance": "The Ticketing API has no dated release of its own. Text's API changelog reaches 6 October 2026 (a `ticket_created` system event) and the product updates page has a ticket entry on the same day, so the platform is current while this API's own last change is unknown (20 of 30). No changelog entry in the last 90 days is tagged for this API, though four product updates since 16 July touch tickets (10 of 20). Closed service with a developer email, a Discord server and 24-hour support by email (9). No official SDK for this API found (0). No package to assess (0).", "payments": "No x402, MPP or L402 (0). Seat prices are public ($19 and $79 a user a month billed yearly, $25 and $99 monthly, Enterprise by quote). API calls are metered, and two published prices disagree. Text's docs give 10,000 calls a month on Essential, 20,000 on Growth and $29.50 for 100,000 more, while platform.text.com gives $0.27 per 1,000 private requests. 15 of 20 for that disagreement. 14-day trial without a card (20). A person signs up in a browser and creates the token in a console (0).", "reliability": "Graded on the hosted REST API at api.helpdesk.com. Status page at status.helpdesk.com on incident.io with five components, the API among them, and a history view (20). The history for July to 9 October 2026 lists no incidents and one scheduled maintenance on 30 September (30). No rate limit found in the API description or in Text's docs (0). No 429 or backoff guidance and no idempotency keys found. Webhook deliveries are retried for about 24 hours, which is a different matter (0). The pricing page lists SLAs under Enterprise, but no SLA document was found and the terms disclaim availability (0). The API is v1, described as the public API (10).", "schema": "OpenAPI 3.0.3 description, version 1.0.0, with 139 operations on 90 paths and 190 schemas, embedded in the Redoc page at api.helpdesk.com/docs and repeated in Text's docs as the Ticketing API (25). Text's docs publish an llms.txt index and a Markdown page per method (10). Only 10 of 139 operations carry a description, though the tag sections explain pagination, attachments, silos and webhooks well (7). Enums for status, priority, silo and webhook events, UUID formats and required fields are present, with some free-form objects such as `customFields` and `requester` filters (11). 27 operations carry examples, but every operation documents only a 200 response except one 403 (5). The path is versioned at v1. Text's API changelog has 26 dated entries and none is tagged for this API (5).", "security": "OAuth 2.1 authorisation code grant with PKCE and refresh tokens, or personal access tokens sent as Basic auth. The API asks only for the `accounts--my:ro` scope, and the scopes page lists no ticket scopes, so a token carries its user's whole role (20). Three roles exist (`owner`, `normal`, `viewer`), settings are read-only for the last two, and deleted tickets stay in trash for 30 days. No confirmation step for destructive calls, and the docs state that any role can read administrator-managed settings through the API (10). Ticket text is customer-written, and no prompt-injection guidance was found (0). `GET /v1/auditLog` records configuration changes with an `api` author type, not ticket actions. The help article gives 30 or 180 days of history under older plan names, and the pricing page lists audit logs under Enterprise (9). SOC 2 Type 2 is claimed on the pricing page and in Text's llms.txt, with annual penetration tests, enforced 2FA and SAML SSO on Enterprise. No security.txt (404), and no bug bounty or disclosure policy found. The trust centre is script-drawn and was not read (11).", "transparency": "Closed service under Terms of Use dated 3 July 2026 that name Text, Inc. and cover APIs (15). Privacy Policy of 3 September 2026, DPA of 22 May 2026 and a Data Storage Policy placing HelpDesk data in the United States. Retention is stated as long as necessary, with 30 days for trash, 60 for spam and at least 10 days of logs. DPA section 2.4 allows training AI models on Client Data, while the AI FAQ says training is per account on internal models and never on third-party ones (17). Text's version lifecycle with `Legacy` and `Deprecation` headers lists five APIs and not this one. One webhook event is marked deprecated without a date, and the terms allow discontinuing any part at any time (5). The DPA promises 10 days' notice of new sub-processors and the storage location is stated, but the sub-processor list is on a script-drawn trust centre page we could not read (12)." }, "sources": [ { "what": "API reference (the OpenAPI 3.0.3 description embedded in the Redoc page was read, not the rendered view)", "url": "https://api.helpdesk.com/docs", "seen": "2026-10-09" }, { "what": "Ticketing API create-ticket page in Text's docs, Markdown", "url": "https://www.text.com/docs/api/ticketing/tickets/create-ticket.md", "seen": "2026-10-09" }, { "what": "Text docs index for agents", "url": "https://www.text.com/docs/llms.txt", "seen": "2026-10-09" }, { "what": "Text API changelog", "url": "https://www.text.com/docs/api/changelog.md", "seen": "2026-10-09" }, { "what": "Text API pricing", "url": "https://www.text.com/docs/getting-started/api-pricing.md", "seen": "2026-10-09" }, { "what": "Text API versioning", "url": "https://www.text.com/docs/key-concepts/api-versioning.md", "seen": "2026-10-09" }, { "what": "Text MCP server page", "url": "https://www.text.com/docs/getting-started/mcp/", "seen": "2026-10-09" }, { "what": "product updates", "url": "https://www.text.com/changes/", "seen": "2026-10-09" }, { "what": "HelpDesk pricing in Markdown", "url": "https://www.helpdesk.com/pricing.md", "seen": "2026-10-09" }, { "what": "Text Platform API pricing", "url": "https://platform.text.com/pricing", "seen": "2026-10-09" }, { "what": "personal access tokens", "url": "https://platform.text.com/docs/authorization/personal-access-tokens", "seen": "2026-10-09" }, { "what": "OAuth authorisation flows", "url": "https://platform.text.com/docs/authorization/oauth-authorization/", "seen": "2026-10-09" }, { "what": "scopes", "url": "https://platform.text.com/docs/authorization/scopes", "seen": "2026-10-09" }, { "what": "Developer Terms", "url": "https://platform.text.com/developer-terms", "seen": "2026-10-09" }, { "what": "status page", "url": "https://status.helpdesk.com/", "seen": "2026-10-09" }, { "what": "status history", "url": "https://status.helpdesk.com/history", "seen": "2026-10-09" }, { "what": "status feed", "url": "https://status.helpdesk.com/feed.rss", "seen": "2026-10-09" }, { "what": "Terms of Use", "url": "https://www.helpdesk.com/legal/terms-of-use/", "seen": "2026-10-09" }, { "what": "Privacy Policy", "url": "https://www.helpdesk.com/legal/privacy-policy/", "seen": "2026-10-09" }, { "what": "Data Processing Addendum", "url": "https://www.helpdesk.com/legal/data-processing-addendum/", "seen": "2026-10-09" }, { "what": "Data Storage Policy", "url": "https://www.helpdesk.com/legal/data-storage-policy/", "seen": "2026-10-09" }, { "what": "AI Principles FAQ for HelpDesk", "url": "https://www.helpdesk.com/legal/ai-trust-policy-faq-for-helpdesk/", "seen": "2026-10-09" }, { "what": "audit log help article", "url": "https://www.helpdesk.com/help/track-actions-in-the-audit-log/", "seen": "2026-10-09" }, { "what": "enterprise page", "url": "https://www.helpdesk.com/enterprise-help-desk-software/", "seen": "2026-10-09" }, { "what": "data security page", "url": "https://www.livechat.com/legal/security/", "seen": "2026-10-09" }, { "what": "security.txt, 404", "url": "https://www.helpdesk.com/.well-known/security.txt", "seen": "2026-10-09" }, { "what": "llms.txt", "url": "https://www.helpdesk.com/llms.txt", "seen": "2026-10-09" }, { "what": "RDAP record for helpdesk.com", "url": "https://rdap.verisign.com/com/v1/domain/helpdesk.com", "seen": "2026-10-09" } ], "openQuestions": [ "unchecked: the trust centre at trust.text.com and its sub-processor list, which are script-drawn (Vanta) and showed our reader only a title", "unchecked: api.helpdesk.com/robots.txt answered 403 (RBAC: access denied). The docs page on the same host answered 200 and was read once", "Which API price applies to a HelpDesk plan. Text's docs include 10,000 or 20,000 calls a month and sell 100,000 more for $29.50, platform.text.com lists $0.27 per 1,000 private requests, and the HelpDesk pricing page mentions neither", "Whether a new HelpDesk.com signup lands in the Text app. The signup link on www.helpdesk.com redirects to www.text.com/app, and Text's docs present this API as the Ticketing API", "Whether the Text MCP server at https://mcp.text.com/v2/, which lists 16 ticket tools, is open to a HelpDesk.com plan. It was not graded here", "Rate limits, error formats and 429 behaviour. None found in the reviewed documentation", "The Terms of Use (section 4.7) forbid benchmarking, testing or analysing the Services in a way that competes with or harms Text's business, and the Developer Terms forbid tests that may affect the Services. No deduction taken. This matters before any probe is run", "The date format of the legal pages is read as month/day/year because the DPA is dated 05/22/2026", "The lead named the vendor as Text. The contracting entity is Text, Inc. of Boston, and the product is also sold as part of Text's unified app" ] }, "negative": -2, "negativeNotes": [ "2026-10-09. www.helpdesk.com/pricing.md states that beyond the per-user plan price the only usage-based cost is extra AI resolution packs, while Text's API pricing page (https://www.text.com/docs/getting-started/api-pricing.md) meters every API request against a monthly allowance and sells 100,000 more for $29.50, and https://platform.text.com/pricing lists $0.27 per 1,000 private requests. Two points for a pricing claim the vendor's own API pages contradict." ], "verdict": "The API covers the ticket workflow in 139 operations with a public OpenAPI 3.0.3 description, cursor pagination and about 39 list filters. No rate limit, error format or 429 handling was found in the reviewed documentation, and tokens carry no ticket-level scopes, so a token can do whatever its user's role allows.", "bestFor": "A team already on HelpDesk or Text that wants an agent to read queues, draft replies, add private notes and change status over REST.", "strengths": [ "OpenAPI 3.0.3 description with 139 operations on 90 paths, shown at api.helpdesk.com/docs and as per-method Markdown pages in Text's docs", "Ticket lists take cursor pagination, `pageSize` up to 100, a full-text `query` and filters for status, priority, team, tags, assignee and seven date ranges", "One `PATCH /v1/tickets/{ticketID}` call can add a public reply or a private note (`isPrivate`), change status and reassign", "Status page on incident.io shows no incidents from July to 9 October 2026, with one scheduled maintenance on 30 September", "14-day trial without a card, and plan prices published in Markdown at www.helpdesk.com/pricing.md" ], "weaknesses": [ "No rate limit, 429 behaviour or idempotency key found in the API description or Text's docs", "Every operation documents only a 200 response, apart from one 403, so error bodies are unknown before a call", "The API asks only for the `accounts--my:ro` scope. No ticket-level scopes exist, so a token has its user's full role", "Webhook payloads carry no documented signature or shared secret", "The DPA (section 2.4) lets Text use Client Data to train AI models. The terms bar benchmarking or testing that harms Text's business, which matters before any probe is run" ], "agentNotes": [ "Send Basic auth with the account ID as username and the personal access token as password, and always set a `User-Agent` header", "Create the token from a Viewer or Agent account when the task allows. A token inherits its creator's role, and only Administrators can change settings", "Reply or add a note through `PATCH /v1/tickets/{ticketID}` with `message.text`. Set `isPrivate` to true for an internal note, because the default sends to the requester", "Page `/v1/tickets` with `next.value` and `next.ID` from the last item, keep `sortBy` and `order` fixed, and pass `silo` to read archive, spam or trash", "Budget for metered calls. Text's docs count every request except those answered 500 against the plan's monthly API allowance" ], "metrics": { "kind": "remote", "measured": false }, "reviewCount": 0, "avgRating": 0, "history": [ { "basis": "public evidence", "confidence": "medium", "grade": "D", "methodology": "0.4", "pending": [ "performance", "tasks" ], "run": "2026-10-01", "runLabel": "October 2026 research run", "score": 50.3 } ], "editorialScores": { "ergonomics": 47, "maintenance": 39, "payments": 35, "reliability": 60, "schema": 63, "security": 50, "transparency": 49 }, "provenanceScore": 84 }, "connect": { "http": "curl \"https://api.helpdesk.com/v1/tickets?pageSize=3\" \\\n -H \"Authorization: Basic \u003cbase64_encoded_token\u003e\" \\\n -H \"User-Agent: my-agent/1.0\"" }, "letme": { "capability": "https://letme.dev/support.tickets", "tool": "https://letme.dev/helpdesk" }, "notable": [ "Text's docs present the same API, with the server https://api.helpdesk.com, as the Ticketing API, and their quickstart creates a ticket as the first call (https://www.text.com/docs/api/ticketing/tickets/create-ticket.md)", "Tickets live in four silos. `tickets` is read and write, `archive`, `spam` and `trash` are read-only, spam is purged 60 days after the last update and trash after 30 (https://api.helpdesk.com/docs)", "Webhooks cover ten event types, among them `tickets.create`, `tickets.events.message` and `tickets.events.status`, with retries for about 24 hours on any answer other than 200 (https://api.helpdesk.com/docs#tag/Webhooks)", "Text hosts an MCP server at https://mcp.text.com/v2/ with 16 ticket tools beside chat, customer and report tools, signed in through the user's Text account (https://www.text.com/docs/getting-started/mcp/)", "The DPA of 22 May 2026, section 2.4, lets Text use Client Data to train AI models. The AI FAQ says training is per account on internally hosted models and never on third-party models (https://www.helpdesk.com/legal/data-processing-addendum/)", "HelpDesk data is stored in the United States with no other region available (https://www.helpdesk.com/legal/data-storage-policy/)" ], "area": "business", "details": [ { "label": "API", "value": "REST at https://api.helpdesk.com/v1, OpenAPI 3.0.3 description version 1.0.0, 139 operations on 90 paths. Read on 9 October 2026 from the description embedded in the Redoc page" }, { "label": "Read and write", "value": "Tickets, messages and private notes, status, priority, assignment, tags, followers, custom fields, merge and unmerge, attachments, teams, agents, mailboxes, canned responses, macros, rules, views, templates, reports and webhooks" }, { "label": "Credentials", "value": "Personal access token as Basic auth (account ID and token) or OAuth 2.1 with PKCE. The only scope asked for is `accounts--my:ro`. Access follows the user's role" }, { "label": "Roles", "value": "Administrator (`owner`), Agent (`normal`) and Viewer (`viewer`). Only Administrators change settings, and any role can read them through the API" }, { "label": "Pagination and filters", "value": "Cursor pagination on `/v1/tickets` with `pageSize` up to 100 (default 20), `sortBy` on `createdAt`, `updatedAt` or `lastMessageAt`, full-text `query` and about 39 filters" }, { "label": "Rate limits", "value": "Not found in the reviewed documentation" }, { "label": "Errors", "value": "Only 200 responses are documented, apart from one 403 on `/v1/unsubscriptions`" }, { "label": "Webhooks", "value": "Ten ticket event types, JSON POST, retried for about 24 hours. No signature documented" }, { "label": "Audit", "value": "`GET /v1/auditLog` filters by action, entity and author type (`api` among them). The help article gives 30 or 180 days of history by plan, under older plan names" }, { "label": "MCP server", "value": "Text's hosted server at https://mcp.text.com/v2/ lists 16 ticket tools. Not graded here, and access for a HelpDesk plan was not established" }, { "label": "API metering", "value": "Text's docs include 10,000 calls a month on Essential and 20,000 on Growth, then $29.50 per 100,000. platform.text.com lists $0.27 per 1,000 private requests" }, { "label": "Data location", "value": "United States, with no other region available" }, { "label": "Certifications", "value": "SOC 2 Type 2 per the pricing page and Text's llms.txt, PCI DSS SAQ A and GDPR per the enterprise page. The trust centre itself was not read" }, { "label": "Status", "value": "status.helpdesk.com on incident.io, five components. No incidents from July to 9 October 2026 and one scheduled maintenance on 30 September" } ], "unitPrices": [ { "item": "Essential", "unit": "seat-month", "usd": 19, "note": "billed yearly; $25 billed monthly" }, { "item": "Growth", "unit": "seat-month", "usd": 79, "note": "billed yearly; $99 billed monthly" }, { "item": "Extra API calls", "unit": "1k-requests", "usd": 0.295, "note": "$29.50 per 100,000 beyond the plan's allowance, per Text's docs; platform.text.com lists $0.27 per 1,000 private requests" } ], "provenance": { "legalEntity": "Text, Inc.", "domain": "helpdesk.com", "domainRegistered": "1994-03-29", "endpointOnVendorDomain": true, "terms": "https://www.helpdesk.com/legal/terms-of-use/", "privacy": "https://www.helpdesk.com/legal/privacy-policy/", "statusPage": "https://status.helpdesk.com", "changelog": "https://www.text.com/docs/api/changelog.md", "securityTxt": "none", "checked": "2026-10-09", "notes": [ "The Terms of Use (last update 07/03/2026, read as 3 July 2026) name Text, Inc., 101 Arch Street, 8th Floor, Boston, MA 02110, define the Services to include APIs, and incorporate the Privacy Policy and the DPA.", "The Privacy Policy (last update 09/03/2026, read as 3 September 2026) covers Text as controller and as processor of Client Personal Data.", "The API answers at api.helpdesk.com. Sign-in, the Developer Console and the developer docs are on livechat.com, platform.text.com and text.com, other domains of the same vendor.", "The changelog link is Text's API changelog. It has no entry tagged for the Ticketing API.", "www.helpdesk.com/.well-known/security.txt returns 404.", "RDAP for helpdesk.com gives a registration date of 1994-03-29 and GoDaddy.com, LLC as registrar.", "A Developer Terms addendum at platform.text.com/developer-terms also governs API use." ], "score": 84, "checks": [ { "check": "Legal entity named", "value": "Text, Inc.", "points": 20, "max": 20, "state": "ok" }, { "check": "Domain age", "value": "helpdesk.com, registered 1994-03-29 (32 years)", "points": 15, "max": 15, "state": "ok" }, { "check": "Endpoint on the vendor's domain", "value": "api.helpdesk.com", "points": 15, "max": 15, "state": "ok" }, { "check": "Terms of service", "value": "read, states 5 of the 7 things a reader expects, and has 2 clauses that cost points", "points": 4.3, "max": 10, "state": "part" }, { "check": "Privacy policy", "value": "read, states 7 of the 8 things a reader expects", "points": 9.3, "max": 10, "state": "part" }, { "check": "Status page", "value": "status.helpdesk.com", "points": 10, "max": 10, "state": "ok" }, { "check": "Changelog", "value": "published", "points": 10, "max": 10, "state": "ok" }, { "check": "security.txt", "value": "not found", "points": 0, "max": 10, "state": "no" } ], "policies": [ { "kind": "terms", "url": "https://www.helpdesk.com/legal/terms-of-use/", "state": "read", "readAt": "2026-10-09", "words": 13436, "points": 4.3, "max": 10, "expected": [ { "key": "terms.date", "label": "Gives the date it was last updated", "found": false }, { "key": "terms.law", "label": "Names the governing law or courts", "found": true, "quote": "The Agreement and all matters relating to it shall be governed by the laws of the State of Massachusetts, United States of America, without giving effect to any principles of conflicts of law.", "says": "The law of the State of Massachusetts" }, { "key": "terms.liability", "label": "States a limit on its liability", "found": true, "quote": "In particular, Text disclaims all liability and indemnity obligations relating to Trial Services, except where such exclusions are not enforceable under applicable law, in which cases, Text’s aggregated liability (Section 8) with respect to the Trial Services shall in no event exceed USD $1,000.00.", "says": "Capped at USD $1,000.00" }, { "key": "terms.termination", "label": "Says how the agreement or account can be ended", "found": true, "quote": "By using the Services, you acknowledge and agree that Third-Party Services may be modified, suspended, or discontinued at any time without notice or liability, and that any AI‑generated or similar content they provide may be inaccurate, outdated, non‑unique, or identical to content provided to other Clients." }, { "key": "terms.changes", "label": "Says how changes to the terms are announced", "found": true, "quote": "We'll give you at least 30 days' notice if we make any changes that impact your payment.", "says": "Gives 30 days of notice before a change" }, { "key": "terms.use", "label": "Lists what users may not do", "found": true, "quote": "Without limitation, in connection with the Services, you, your Users and End-Users must not engage in any of the following prohibited activities, which may be updated or supplemented from time to time, with appropriate notice of any material changes to the rules governing use of the Services:" }, { "key": "terms.sla", "label": "Refers to a service level or uptime commitment", "found": false } ], "toKnow": [ { "key": "terms.benchmark", "label": "Restricts benchmarking or competitive use", "found": true, "quote": "You may not benchmark, test, or analyze the Services in a manner that competes or harms Text’s business, operations, or reputation;", "costsPoints": true }, { "key": "terms.nonotice", "label": "Says the terms or the service can change without notice", "found": true, "quote": "We may modify the Agreement or any part thereof at our discretion from time to time without prior notice to you.", "costsPoints": true }, { "key": "terms.cutoff", "label": "Says access can be ended without notice or for any reason", "found": true, "quote": "by us, at our sole discretion, by closing or suspending your Services, in whole or in part, at any time, without prior notice, if you, your Users or End-Users: breach any term of this Agreement; use the Services unlawfully or in violation of applicable law" } ], "notes": [ { "date": "2026-10-08", "text": "When a plan's AI resolution limit is reached, extra AI usage packages are added to the subscription automatically and billed at the current price.", "quote": "Once the AI Resolution Limit is reached, additional AI usage units (“AI Refill Packages”) are automatically added to your Subscription to ensure continued access to the AI Agent features." }, { "date": "2026-10-08", "text": "Each user may hold one active session, and simultaneous logins on several devices, browsers or IP addresses count as excessive use unless Text authorises them.", "quote": "Simultaneous logins by the same User on multiple devices, browsers, or IP addresses are not permitted and shall be deemed excessive or abnormal use unless explicitly authorized by Text." }, { "date": "2026-10-08", "text": "After enforcement action for a breach, the client may lose access and its data may be deleted or become inaccessible.", "quote": "Upon enforcement of any Restrictive Actions: (i) you may not have any further right to access or use the Services, and (ii) Client Data associated with the relevant Services may be deleted or become inaccessible." } ] }, { "kind": "privacy", "url": "https://www.helpdesk.com/legal/privacy-policy/", "state": "read", "readAt": "2026-10-09", "words": 8877, "points": 9.3, "max": 10, "expected": [ { "key": "privacy.date", "label": "Gives the date it was last updated", "found": false }, { "key": "privacy.collected", "label": "Says what personal data is collected", "found": true, "quote": "The information we collect depends on how you interact with our Engagements, the choices you make, the features you use, and the nature of your relationship with Text." }, { "key": "privacy.retention", "label": "Says how long data is kept", "found": true, "quote": "We retain your data for as long as necessary to fulfill the purposes for which it was collected and limit the storage period to the minimum necessary, unless a longer retention period is required or permitted by applicable law or the Agreement.", "says": "For as long as needed, with no period named" }, { "key": "privacy.processors", "label": "Says who else receives the data", "found": true, "quote": "This Privacy Policy does not govern the privacy practices of our Clients or other third parties, including in connection with products, services, websites, applications, or other offerings provided by Clients to their End-Users." }, { "key": "privacy.sale", "label": "Says whether personal data is sold or shared for advertising", "found": true, "quote": "5.1 Text does not sell Personal Data for monetary consideration.", "says": "Says it does not sell personal data" }, { "key": "privacy.rights", "label": "Says what rights people have over their data", "found": true, "quote": "Depending on applicable law, California residents may have the right to know what categories of Personal Data we collect and process;" }, { "key": "privacy.contact", "label": "Gives a privacy contact", "found": true, "quote": "Correspondence may be sent to Text, Inc., 101 Arch Street, 8th Floor, Boston, MA 02110, United States of America, or by email to support@text.com.", "says": "support@text.com" }, { "key": "privacy.transfers", "label": "Says where data is transferred or stored", "found": true, "quote": "Depending on the circumstances, these safeguards may include: the European Commission’s Standard Contractual Clauses;", "says": "Relies on standard contractual clauses" } ], "notes": [ { "date": "2026-10-08", "text": "Text may use a client's company name and logo in marketing, and a client can ask by email for future use to stop.", "quote": "The Client represents that it has all rights and authority necessary to grant this authorization and may request that Text discontinue future use of its company name or logo by contacting Text at support@text.com." }, { "date": "2026-10-08", "text": "Information handled under the policy is used to improve and develop Text's artificial intelligence and machine learning capabilities.", "quote": "To understand how the Engagements are used and to improve, secure, develop, test, and evaluate our products, services, features, technologies, analytics, automation, artificial intelligence, and machine learning capabilities." }, { "date": "2026-10-08", "text": "Clients must not send sensitive personal data through the services without a signed business associate agreement, and Text may delete or restrict such data.", "quote": "In the absence of an applicable BAA, the Client shall not provide or cause to be provided Sensitive Personal Data to Text for Processing through the Services, and Text may delete, restrict, isolate, or otherwise refrain from further processing such information." } ] } ] }, "pageJsonUrl": "https://www.anchorterminal.com/tools/helpdesk.json", "live": { "slug": "helpdesk", "probe": { "target": "https://api.helpdesk.com", "method": "get", "lastAt": "2026-10-10T01:37:53.708224355Z", "lastOk": true, "lastStatus": 200, "lastMs": 283, "authRequired": false, "uptime24h": 100, "uptime30d": 100, "p50ms24h": 327, "p95ms24h": 503, "samples24h": 102, "samples30d": 102, "days": [ { "date": "2026-10-09", "probes": 85, "ok": 85 }, { "date": "2026-10-10", "probes": 17, "ok": 17 } ] }, "vendorStatus": { "page": "https://status.helpdesk.com", "indicator": "none", "summary": "All Systems Operational", "checkedAt": "2026-10-10T01:33:45.986733002Z" }, "pages": [ { "url": "https://www.text.com/docs/api/changelog.md", "kind": "changelog", "status": 200, "checkedAt": "2026-10-09T18:54:54.98454265Z", "changedAt": "0001-01-01T00:00:00Z", "fingerprint": "c85112c74533" }, { "url": "https://www.helpdesk.com/legal/privacy-policy/", "kind": "privacy", "status": 200, "checkedAt": "2026-10-09T18:50:50.298135063Z", "changedAt": "0001-01-01T00:00:00Z", "fingerprint": "76b6334d3759" }, { "url": "https://www.helpdesk.com/legal/terms-of-use/", "kind": "terms", "status": 200, "checkedAt": "2026-10-09T18:50:52.678601596Z", "changedAt": "0001-01-01T00:00:00Z", "fingerprint": "6069ca540d79" } ], "updatedAt": "2026-10-10T01:37:53.708224355Z" } } }