Genuity Helpdesk

Genuity Helpdesk is a cloud-based support platform for identifying issues, organizing and prioritizing tickets, and finding patterns that could contribute to outages. Teams can receive tickets through internal forms, an open portal, or email, then use automated workflows to assign requests, send emails, or close tickets based on triggers. Ticket tools include collaboration, self-service, reports, service-level agreements, and asset management. Separate workspaces let departments such as HR, Facilities, and Legal handle requests in their own areas without separate accounts. Microsoft Teams and Slack integrations support ticket notifications and ticket updates, while APIs can retrieve workspace, form, and ticket data or create tickets from other applications. Access is available on the web, Android, and iOS, with permissions managed for groups or individual staff. Genuity says stored data uses AES-256 encryption and network communication uses TLS 1.2 or higher. Plans include a free Community option with Genuity Solution and a $12,000 annual gross-sales requirement, paid plans from $39.99/mo (annual), and a 30-day trial.

Genuity Helpdesk brings ticket handling, automation, asset management, and departmental workspaces into one service. Check the Community Plan requirement and paid-plan starting price against your team's needs.

It suits lean IT teams and departments that want shared ticket workflows, with the maker describing it for teams of 5 to 500 people. It may also fit organizations seeking mobile access or separate departmental workspaces.

Genuity Helpdesk is a cloud service desk for handling internal support across IT and other departments. It suits lean teams that want ticket automation and shared workspaces, with mobile apps alongside web access. Its unlimited-use plans stand out, but the free tier has a significant eligibility bar and paid pricing depends on which Genuity package you need.

Overview

The service brings ticket intake, prioritization, reporting, SLAs, and asset management into one helpdesk. Requests can arrive through an internal form, an open ticket portal, or email, giving teams several ways to gather work without requiring a software download. For organizations consolidating support across departments, the separate workspaces can reduce the need to manage multiple helpdesk tools and accounts.

Key features

Ticket handling and automation

Ticket management, self-service, a knowledge base, metrics, and reports cover the core support cycle. Trigger-based automation can assign tickets, send emails, close requests, and take other actions. That can help a lean team keep routine work moving, though the benefit depends on setting up triggers that fit its processes. SLAs add a way to manage service commitments, while read or read/write permissions can be assigned through groups or individual staff settings.

Workspaces and collaboration

Departments such as HR, Facilities, and Legal can work in distinct helpdesk areas under one platform and account. Microsoft Teams and Slack integrations allow users to receive ticket notifications and create, reply to, or update tickets from those apps. The API can retrieve workspaces, custom forms, and tickets, and create tickets from external applications, making it useful when requests need to flow between systems.

Assets, security, and support

Asset management is part of the helpdesk offering, which may suit teams that want support requests and assets handled in the same environment. Genuity says it encrypts stored data with AES-256 and uses TLS 1.2 or higher for network communication; it also reports threat modeling, automated scanning, third-party audits, secure development practices, geographically diverse data centers, and fallback servers. Real-time in-platform chat support and free onboarding assistance give teams a route to help during setup and use.

Pricing

The Community Plan is free with Genuity Solution and includes unlimited users and unlimited use, but requires $12,000/year in gross sales. That threshold makes it a fit only for organizations that meet the requirement; it is not a broadly accessible free tier.

The IT Help Desk Plan, Vendor Management Plan, and Asset Management Plan each cost $39.99 a month, with unlimited users and unlimited use. The IT Help Desk Plan is the direct option for teams centered on support requests, while the other two target vendor or asset management needs. The Full Platform Plan costs $99.99 a month and also includes unlimited users and unlimited use; teams seeking a broader Genuity package should compare its scope with the narrower plans before choosing. The stated pricing note gives the paid starting price as $39.99/mo (annual), and a 30-day trial is offered.

Unlimited users remove per-seat limits from the stated plans, and unlimited use removes a usage quota. Those terms are attractive for growing teams, but the lower paid price does not mean every Genuity product area is included: the package names distinguish help desk, vendor management, asset management, and the full platform.

Platforms

Genuity Helpdesk is available on web, Android, and iOS. The mobile apps extend ticket access beyond a desktop browser, while the cloud-based service avoids requiring a software download.

Who it's for

Genuity positions the helpdesk for lean IT teams and says it can adapt to teams from 5 to 500 people. It is a sensible fit for organizations that need internal ticket handling, automated workflows, and distinct departmental workspaces, especially when unlimited users matter. Teams that do not meet the Community Plan's gross-sales requirement or need only one narrow function should weigh the relevant paid plan against alternatives.

Pros and cons

• Pros: Unlimited users and unlimited use across the stated plans avoid seat and usage caps.
• Pros: Separate departmental workspaces, plus Teams and Slack ticket actions, support work across IT and non-IT groups.
• Pros: Ticket intake, automation, SLAs, reporting, a knowledge base, and asset management cover several parts of internal service work.
• Pros: Free onboarding and real-time in-platform chat support can help teams get started and resolve questions.
• Cons: The free Community Plan requires $12,000/year in gross sales, excluding many teams from the no-cost option.
• Cons: The $$39.99 monthly plans are separated by product area, so a team may need the $$99.99 Full Platform Plan for broader coverage.

Alternatives

Compare Genuity with other options in IT Help Desk Software and IT Asset Management Software.

• Desk365 is a freemium alternative with a free plan capped at 50 tickets per month and a Standard plan at $12 a month, billed annually, with 200 GB of attachment storage; choose it if that stated ticket allowance and lower paid entry price suit your volume.
• KIX offers a free Start plan with limited functionality, no support, and no maintenance, as well as a Pro Business Cloud plan at €33 a month; consider it if that free plan's tradeoffs or euro-priced cloud option fit your needs.
• Spiceworks Cloud Help Desk has a free, ad-supported Core Plan for 1–5 tech and admin seats with unlimited end users; it may suit a small support team comfortable with ads and that seat cap.
• Alemba Service Manager uses flexible pricing and offers analyst and occasional-user interfaces, with a self-service portal that is license-free for end users; consider it if those licensing arrangements fit your organization.
• GLPI has a free plan and a Public Cloud plan at €19 a month per IT agent, starting with one billed agent, with 5 GB of disk and a 20 MB maximum attachment size; consider it if an agent-based price and those storage limits suit your team.
• UniDesk is a paid option with a Starter plan at $249 a month, including 300 AI actions per month, 150 assets, a knowledge base, and unlimited admins and staff; its stated allowance may suit teams seeking those included resources.
• Web Help Desk is a paid alternative with no free plan and a 1–5 technician option at $533 a year, priced per technician, with unlimited end users; consider it if that technician-based annual arrangement fits.
• Freshservice is a paid alternative with no free plan and a Starter plan at $19 a month, billed annually, including knowledge management, task management, a support portal, and omnichannel support; consider it if that stated feature mix and entry price suit your needs.

Verdict

Choose Genuity Helpdesk if a lean team needs ticket automation, departmental workspaces, and unlimited users and use in one cloud service. Its strongest case is the breadth of internal support features without per-user or usage caps. Look elsewhere if the Community Plan's gross-sales requirement rules out free use or if the package boundaries make the paid plan you need less compelling than a more focused alternative.