# Best Help Desk Software for Small Business - Page 3 *By [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)* Products classified in the overall Help Desk category are similar in many regards and help companies of all sizes solve their business problems. However, small business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Small Business Help Desk to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Small Business Help Desk category. In addition to qualifying for inclusion in the Help Desk Software category, to qualify for inclusion in the Small Business Help Desk Software category, a product must have at least 10 reviews left by a reviewer from a small business. ## How Many Help Desk Software Products Does G2 Track? **Total Products under this Category:** 502 ### Category Stats (Jun 2026) - **Average Rating**: 4.44/5 The average rating of products in this category, based on all submitted ratings - **New Reviews This Quarter**: 1,031 - **Buyer Segments**: Small-Business 45% │ Mid-Market 40% │ Enterprise 15% Represents the distribution of reviewers across all products in this category. - **Top Trending Product**: knock-ai (+0.281) - Among all products in this category, knock-ai recorded the largest rating increase compared to last month *Last updated: June 01, 2026* ## How Does G2 Rank Help Desk Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 77,000+ Authentic Reviews - 502+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## Top Help Desk Software at a Glance | # | Product | Rating | Best For | What Users Say | |---|---------|--------|----------|----------------| | 1 | [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | 4.4/5.0 (6,951 reviews) | Enterprise case management with AI and CRM context | "[Agentforce Service Simplifies Customer Support and Team Workflows](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12813849)" | | 2 | [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) | 4.3/5.0 (6,595 reviews) | Omnichannel customer support and ticket tracking | "[Organized, Efficient Customer Support with Powerful Automation in Zendesk](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-12919644)" | | 3 | [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) | 4.4/5.0 (7,394 reviews) | Customizable ticketing for growing support teams | "[Excellent help desk solution for efficient customer support](https://www.g2.com/survey_responses/zoho-desk-review-12923086)" | | 4 | [Freshdesk](https://www.g2.com/products/freshdesk/reviews) | 4.4/5.0 (3,673 reviews) | Easy ticket intake and support workflow tracking | "[A support tool that quietly made our response process less chaotic, smooth, flexible, an](https://www.g2.com/survey_responses/freshdesk-review-12879809)" | | 5 | [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) | 4.4/5.0 (2,817 reviews) | CRM-connected support tickets and customer history | "[Ticket management and centralized support with automations that enhance the experience](https://www.g2.com/survey_responses/hubspot-service-hub-review-12873336)" | | 6 | [Fin](https://www.g2.com/products/fin/reviews) | 4.5/5.0 (3,695 reviews) | AI support deflection from help content | "[Seamless Integrations, Easy Workflows, and Smooth AI for Ticket Management](https://www.g2.com/survey_responses/fin-review-12807719)" | | 7 | [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) | 4.4/5.0 (397 reviews) | Cross-team case workflows and service visibility | "[Efficient platform for managing customer support workflows](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-12817726)" | | 8 | [Atera](https://www.g2.com/products/atera/reviews) | 4.6/5.0 (1,148 reviews) | IT help desk with remote monitoring and automation | "[Easy Patch Tracking and Smart Automation That Speeds Up Support](https://www.g2.com/survey_responses/atera-review-12874126)" | | 9 | [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5.0 (1,289 reviews) | — | "[Strong visibility and control, but takes effort to get it right](https://www.g2.com/survey_responses/freshservice-review-12723378)" | | 10 | [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5.0 (959 reviews) | Request portals and IT service workflows | "[Jira Service Management for Efficient Ticket Tracking and Support Workflow](https://www.g2.com/survey_responses/jira-service-management-review-12817846)" | ## Which Type of Help Desk Software Tools Are You Looking For? - [Help Desk Software](https://www.g2.com/categories/help-desk) *(current)* - [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) - [Live Chat Software](https://www.g2.com/categories/live-chat) - [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms) --- **Sponsored** ### Pylon Pylon is an All-in-one B2B Support Platform for modern B2B businesses. We help hundreds of fast growing companies like Deel, Hightouch, and Merge to scale their customer operations. Pylon helps companies manage their customers in shared Slack or Microsoft Teams channels, email, in-app chat, and Slack communities. Pylon automatically tracks customer issues across all the places you talk to your customer, giving a unified place to view, respond to, run workflows, and collect analytics on customer requests. Create views, custom fields, triggers, assignment policies and more. Use AI to auto tag conversations, sync customer Slack conversations to your CRM, send product updates across channels and view engagement. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=58&secure%5Bdisplayable_resource_id%5D=58&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=58&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=1265405&secure%5Bresource_id%5D=58&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fhelp-desk%2Ff%2Fchat-live-support&secure%5Btoken%5D=7aa0bc047a0a1fbe850bf49008146cf7586d5a2d0b54b77eb106f3284b5e7162&secure%5Burl%5D=https%3A%2F%2Fwww.usepylon.com%2Fschedule-demo%3Futm_source%3Dg2%26utm_medium%3Dcpc&secure%5Burl_type%5D=book_demo) --- ## Buyer Guide: Key Questions for Choosing Help Desk Software Software ### What does Help Desk software do? I view Help Desk software as a system that turns customer or employee requests into trackable support work. These tools collect questions from email, chat, forms, portals, phone notes, and social channels, then organize them into tickets with owners, statuses, history, and next steps. In the review themes I evaluated, users connect the category with ticket queues, saved replies, automation, customer profiles, and knowledge bases. It gives support teams one place to manage requests from intake to resolution while keeping the full service record easy to review. ### Why do businesses use Help Desk software? Across the review data I analyzed, businesses used Help Desk software when support work became hard to track through shared inboxes, personal follow-ups, or informal handoffs. Teams wanted fewer missed requests, cleaner ownership, and better visibility into the issues customers were raising. Several benefits appear across the reviews: - Reviewers like ticket routing, tagging, prioritization, and searchable histories. - Agents value saved replies, internal notes, customer context, and channel switching. - Managers use dashboards, SLA views, escalations, and workload tracking. - Automation helps with repetitive updates, alerts, follow-ups, and routing. Common friction areas include setup work, report tuning, pricing changes, slow screens, and customization limits. ### Who uses Help Desk software primarily? After examining G2 reviewer profiles, I found that Help Desk software supports teams that answer requests, manage queues, or track service quality. - **Support agents:** Answer tickets, manage chat, update statuses, and keep notes tied to each customer. - **Support managers:** Monitor workload, assign work, review response times, and track recurring issues. - **IT teams:** Manage employee requests, troubleshooting, assets, and internal service work. - **Customer success teams:** Track account issues, follow-ups, and customer history. - **Operations teams:** Route internal requests, approvals, and service tasks. - **Founders and small business leaders:** Use help desk tools when support work needs structure without a large team. ### What types of Help Desk software should I consider? Based on the way reviewers describe the category, Help Desk software usually falls into these groups: - **Ticketing-first tools:** Best for email intake, assignments, statuses, priorities, and case history. - **Omnichannel service platforms:** Best for chat, social messages, portals, customer profiles, and channel routing. - **IT help desk tools:** Best for internal requests, assets, approvals, remote support, and employee service workflows. - **Live chat and chatbot tools:** Best for real-time support and repeat-question deflection. - **Shared inbox tools:** Best for smaller teams managing one or more support addresses. ### What are the core features to look for in Help Desk software? From the G2 reviewer feedback I analyzed, the features that appear most frequently include: - Ticket intake from email, chat, forms, portals, phone notes, and social channels. - Routing, assignment, priority, tags, statuses, internal notes, and escalations. - Macros, saved replies, automation rules, and knowledge-base links. - Customer profiles, history, CRM integrations, and conversation timelines. - Dashboards, SLA tracking, CSAT, reporting, filters, and exports. - Permissions, workflow editing, admin controls, migration support, and app performance. ### What trends are shaping Help Desk software right now? From my evaluation of review patterns and current customer service market, the following themes stand out: - **AI agents and copilots:** Support tools are adding automated answers, ticket summaries, and suggested replies. - **Knowledge-base deflection:** Teams are moving repeat questions into self-service content before tickets reach agents. - **Context-rich support:** Customer history, prior conversations, and channel context are becoming more important. - **Omnichannel intake:** Email, chat, WhatsApp, portals, social channels, and CRM records are being managed together. - **Automation governance:** Managers need control over what AI can answer, when humans step in, and how outcomes are measured. ### How should I choose Help Desk software? I recommend starting with the support issue that breaks down most often. If requests get lost, prioritize intake, routing, notifications, and search. If agents repeat the same answers, review macros, knowledge-base tools, and automation. If managers need visibility, spend more time with dashboards, SLA views, tags, filters, and exports. --- ## What Are the Top-Rated Help Desk Software Products in 2026? ### 1. [Helpwise](https://www.g2.com/products/helpwise/reviews) **Average Rating:** 4.6/5.0 **Total Reviews:** 178 **Product Description:** Helpwise is an easy to setup customer service platform that empowers customer facing teams to drive revenue for businesses. The all-in-one platform streamlines customer conversations across various channels, including email, SMS, calls, social media, and live chat. Helpwise eliminates the need for shared logins and passwords, allowing your team to establish individual accountability. Collaborate easily on customer conversations by leaving notes or sharing drafts. Use self-service features such as help center and chatbots to reduce inbound customer queries and promote a culture of self serve among your customers. Setup Automation rules to reduce manual tasks and boost agent productivity. You can also gain insights into team productivity and CSAT with reporting & analytics. Helpwise integrates with 50+ tools so that the agents can have complete context about customers within the conversation. ### What Do G2 Reviewers Say About Helpwise? *AI-generated summary from verified user reviews* **Pros:** - Users value the **exceptional customer support** from Helpwise, enhancing their overall experience and satisfaction. - Users commend Helpwise for its **excellent customer support** , particularly praising the patience and effectiveness of the team. - Users appreciate the **easy access** to support from Helpwise, ensuring quick resolutions to their issues. - Users commend the **patience and support** of Helpwise, making problem-solving efficient and reliable. - Users commend the **excellent platform usability** of Helpwise, highlighting effective support and seamless experience over years. #### What Are Recent G2 Reviews of Helpwise? **"[Excellent support and tool](https://www.g2.com/survey_responses/helpwise-review-10941310)"** **Rating:** 5.0/5.0 stars *— Julio César L.* [Read full review](https://www.g2.com/survey_responses/helpwise-review-10941310) --- **"[Keeps us organized and scaling simple!](https://www.g2.com/survey_responses/helpwise-review-11420873)"** **Rating:** 5.0/5.0 stars *— Verified User in Accounting* [Read full review](https://www.g2.com/survey_responses/helpwise-review-11420873) --- #### What Are G2 Users Discussing About Helpwise? - [What is Helpwise used for?](https://www.g2.com/discussions/helpwise-what-is-helpwise-used-for) - 1 comment - [What is Helpwise used for?](https://www.g2.com/discussions/what-is-helpwise-used-for) ### 2. [SysAid](https://www.g2.com/products/sysaid/reviews) **Average Rating:** 4.5/5.0 **Total Reviews:** 713 **Product Description:** SysAid is a robust IT Service Management (ITSM) platform powered by Agentic AI, automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. Adding a powerful new operational layer to IT, AI Agents take the first action, freeing IT teams to focus on optimization, innovation, and bigger challenges. Go live in weeks with fast onboarding, no heavy migrations, or steep learning curves. SysAid’s AI is purpose-built for IT, with security and governance built in. With our award-winning support, you’re set up for success. ITSM run by AI, and you. ### What Do G2 Reviewers Say About SysAid? *AI-generated summary from verified user reviews* **Pros:** - Users commend the **responsive customer support** of SysAid, enhancing overall efficiency and user satisfaction. - Users value the **ease of use** of SysAid, which streamlines IT service management and enhances efficiency. - Users value the **automated features** of SysAid, significantly improving response times and overall service efficiency. - Users appreciate the **versatile features** of SysAid, enhancing IT service management and empowering end-users effectively. - Users value the **efficient ticket management** and automated workflows of SysAid, enhancing their support experience greatly. **Cons:** - Users note **missing features** like difficult navigation, limited mobile support, and outdated API functionality detracting from productivity. - Users find the **steep learning curve** for SysAid challenging, making initial setup and customization a complex process. - Users find SysAid's **clunky interface** frustrating, complicating navigation and slowing down their workflow significantly. - Users experience **limited customization** options in SysAid, affecting their ability to tailor the system effectively. - Users find the **poor customer support** frustrating, as response and resolution times can be excessively long. #### What Are Recent G2 Reviews of SysAid? **"[The chatbot, AI, and license management stand out in the SysAid experience](https://www.g2.com/survey_responses/sysaid-review-4973421)"** **Rating:** 4.5/5.0 stars *— Ander V.* [Read full review](https://www.g2.com/survey_responses/sysaid-review-4973421) --- **"[SysAid a cost effective tool for ITSM](https://www.g2.com/survey_responses/sysaid-review-7467088)"** **Rating:** 5.0/5.0 stars *— peter a.* [Read full review](https://www.g2.com/survey_responses/sysaid-review-7467088) --- #### What Are G2 Users Discussing About SysAid? - [What is SysAid used for?](https://www.g2.com/discussions/what-is-sysaid-used-for) - 1 comment - [How do I upgrade my SysAid?](https://www.g2.com/discussions/how-do-i-upgrade-my-sysaid) - 1 comment - [Why did you choose service management program?](https://www.g2.com/discussions/why-did-you-choose-service-management-program) - 1 comment ### 3. [DoneDone](https://www.g2.com/products/donedone/reviews) **Average Rating:** 4.6/5.0 **Total Reviews:** 84 **Product Description:** If you're looking for the most essential features in a task tracker and shared inbox, look no further than DoneDone. We work hard to make our product simple and easy to use, so you can focus on getting your work done. With DoneDone, customer support and product teams can work together more efficiently than ever before. ### What Do G2 Reviewers Say About DoneDone? *AI-generated summary from verified user reviews* **Pros:** - Users find DoneDone's **ease of use** remarkable, making it simple to implement and improve productivity seamlessly. - Users praise the **easy setup** of DoneDone, appreciating its seamless integration and user-friendly interface. - Users admire the **efficiency** of DoneDone, enhancing productivity with seamless integrations and powerful task management. - Users value the **powerful and flexible API** of DoneDone, which enhances functionality and integrates seamlessly with other systems. - Users find DoneDone's **time-saving capabilities** unmatched, streamlining complex workflows and enhancing overall productivity effortlessly. **Cons:** - Users find **filtering issues** in DoneDone, as it complicates task management and searching for past projects. - Users experience **inadequate filtering** options in DoneDone, impacting their ability to manage linked tasks effectively. - Users note a **lack of tools** for sorting/filtering tasks and HIPAA compliance, limiting DoneDone's effectiveness in certain areas. - Users find the **search functionality for past projects not intuitive** , leading to challenges in navigation and retrieval. - Users feel that **subtask issues** hinder their experience, especially due to lacking sorting/filtering capabilities for linked tasks. #### What Are Recent G2 Reviews of DoneDone? **"[DoneDone has really simplifica project management for me and my team](https://www.g2.com/survey_responses/donedone-review-11150348)"** **Rating:** 5.0/5.0 stars *— Mindy M.* [Read full review](https://www.g2.com/survey_responses/donedone-review-11150348) --- **"[DoneDone is nice business intelligence analytic reportage software system.](https://www.g2.com/survey_responses/donedone-review-4499880)"** **Rating:** 4.5/5.0 stars *— Nishita Shahdadpuri H.* [Read full review](https://www.g2.com/survey_responses/donedone-review-4499880) --- #### What Are G2 Users Discussing About DoneDone? - [What is DoneDone used for?](https://www.g2.com/discussions/what-is-donedone-used-for) ### 4. [Watermelon](https://www.g2.com/products/watermelon/reviews) **Average Rating:** 4.5/5.0 **Total Reviews:** 91 **Product Description:** Watermelon is the most user-friendly conversational AI platform to automate conversations, no coding required. Cut down your workload by linking service channels. Combine your software and start automating customer service with an AI Agent. The agent makes sure you are available for your customers 24/7, during every step of their customer journey. ### What Do G2 Reviewers Say About Watermelon? *AI-generated summary from verified user reviews* **Pros:** - Users praise the **excellent support and user-friendly interface** of Watermelon, enhancing their overall experience significantly. - Users praise the **excellent customer support** , noting quick responses and helpful assistance throughout their experience with Watermelon. - Users find Watermelon exceptionally **easy to use** , appreciating its intuitive interface and extensive support resources. - Users value the **effective AI chatbots** of Watermelon, enhancing visitor service and receiving positive feedback. - Users love the **24/7 availability and high-quality responses** of Watermelon's AI, enhancing customer service efficiency immensely. **Cons:** - Users find the **inadequate AI features** challenging initially, requiring significant time and effort to achieve optimal performance. - Users face a **learning curve** with AI setup, leading to occasional inaccuracies and slower response times initially. - Users face a noticeable **learning curve** initially, requiring time and effort to configure the chatbot effectively. - Users note the **limited features** of Watermelon, though more functionalities are expected in the future. - Users note the **missing features** in Watermelon, particularly wishing for improved insights and access to past conversations. #### What Are Recent G2 Reviews of Watermelon? **"[Our Watermelon agent saves us lots of time](https://www.g2.com/survey_responses/watermelon-review-11767520)"** **Rating:** 5.0/5.0 stars *— Henriëtte B.* [Read full review](https://www.g2.com/survey_responses/watermelon-review-11767520) --- **"[Super happy with our 24/7 AI colleague that really brings us new customers and insights](https://www.g2.com/survey_responses/watermelon-review-11719892)"** **Rating:** 5.0/5.0 stars *— Marloes v.* [Read full review](https://www.g2.com/survey_responses/watermelon-review-11719892) --- #### What Are G2 Users Discussing About Watermelon? - [What is Watermelon used for?](https://www.g2.com/discussions/what-is-watermelon-used-for) ### 5. [Plumsail HelpDesk](https://www.g2.com/products/plumsail-helpdesk/reviews) **Average Rating:** 4.4/5.0 **Total Reviews:** 18 **Product Description:** Plumsail HelpDesk is a ready-made tool for SharePoint that helps you to make your customers happy with quick and efficient support. If you’re looking for out-of-box functionality, user-friendly interface and simple set up, that’s it! ### What Do G2 Reviewers Say About Plumsail HelpDesk? *AI-generated summary from verified user reviews* **Pros:** - Users value the **ease of use** of Plumsail HelpDesk, finding it intuitive and quick to set up. - Users find the **easy setup** of Plumsail HelpDesk intuitive and quick, enhancing their overall experience. - Users value the **seamless integrations** with SharePoint and Azure, enhancing reporting and ticket visibility effortlessly. - Users value the **view customization flexibility** of Plumsail HelpDesk, enhancing their ticket management and visibility. - Users appreciate the **view customization flexibility** of Plumsail HelpDesk, enhancing their ticket handling experience effectively. **Cons:** - Users struggle with a **lack of centralized contact management** , needing to access each SharePoint site individually. - Users face **formatting issues** that hinder efficiency, particularly with status updates and manual agent assignments. - Users are frustrated by the **inability to customize date ranges** for reports in Plumsail HelpDesk. - Users report **slow status updates** and clunky manual agent assignment, impacting the overall efficiency of Plumsail HelpDesk. - Users report **update issues** with slow status updates and clunky manual agent assignments, impacting their workflow. #### What Are Recent G2 Reviews of Plumsail HelpDesk? **"[Plumsail HelpDesk: Intuitive, Easy Setup, and Powerful](https://www.g2.com/survey_responses/plumsail-helpdesk-review-12318554)"** **Rating:** 5.0/5.0 stars *— Joel N.* [Read full review](https://www.g2.com/survey_responses/plumsail-helpdesk-review-12318554) --- **"[Simple, SharePoint-native Helpdesk that’s fast to configure and easy to maintain](https://www.g2.com/survey_responses/plumsail-helpdesk-review-12619411)"** **Rating:** 4.5/5.0 stars *— Noralf G.* [Read full review](https://www.g2.com/survey_responses/plumsail-helpdesk-review-12619411) --- #### What Are G2 Users Discussing About Plumsail HelpDesk? - [How do you make a HelpDesk App in 8 hours with Powerapps?](https://www.g2.com/discussions/how-do-you-make-a-helpdesk-app-in-8-hours-with-powerapps) - [How do I create a help desk in SharePoint online?](https://www.g2.com/discussions/how-do-i-create-a-help-desk-in-sharepoint-online) - [Does Office 365 have a ticketing system?](https://www.g2.com/discussions/plumsail-helpdesk-does-office-365-have-a-ticketing-system) ### 6. [TeamSupport](https://www.g2.com/products/teamsupport/reviews) **Average Rating:** 4.4/5.0 **Total Reviews:** 877 **Product Description:** TeamSupport takes you beyond the ticket to deliver the answers your customer, your team, and your business need. More than a ticket management tool, TeamSupport is a purpose-built AI customer success platform for growing B2B SaaS companies, where onboarding, support, and ongoing innovation are the keys to acquiring, growing, and retaining customer relationships. We focus on the actual use of your SaaS product — listening to the signals embedded in every onboarding call, every first-time question about a feature, and every persistent bug report. Those moments aren’t just support interactions; they’re a goldmine of product and customer insight. We ensure your customers are trained, guided through adoption, supported to get maximum value, and encouraged to expand their use. With our account-level insights and B2B-focused AI agent you can make better decisions, protect your customer base, and keep growing. ### What Do G2 Reviewers Say About TeamSupport? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **comprehensive features** of TeamSupport, enhancing efficiency and support management for their teams. - Users find TeamSupport to be **easy to use** , with effective filters and a user-friendly interface enhancing productivity. - Users value the **helpful support** from TeamSupport, enhancing collaboration and accessibility for issue resolution. - Users value the **helpful customer support** of TeamSupport, appreciating their responsiveness and thorough understanding of the product. - Users value the **automation capabilities** of TeamSupport, enhancing data management and improving communication efficiency. **Cons:** - Users find the **search functionality lacking** , leading to inefficiencies when referencing past problems and managing tickets. - Users find the **slow loading** of TeamSupport frustrating, especially when managing extensive email threads and ticketing processes. - Users experience **ticketing issues** with outdated UI, annoying bugs, and inadequate filtering options affecting efficiency. - Users find the search functionality to be **inadequate** , lacking intelligent filtering and comprehensive content access. - Users face a **steep learning curve** with TeamSupport, finding navigation and intuitive use challenging at times. #### What Are Recent G2 Reviews of TeamSupport? **"[Excellent B2B Communication Office with Continuous Enhancements](https://www.g2.com/survey_responses/teamsupport-review-8885777)"** **Rating:** 5.0/5.0 stars *— Kari B.* [Read full review](https://www.g2.com/survey_responses/teamsupport-review-8885777) --- **"[TeamSupport Simplifies Multi-Client Ticket Tracking with Helpful Performance Metrics](https://www.g2.com/survey_responses/teamsupport-review-12433366)"** **Rating:** 5.0/5.0 stars *— Verified User in Computer Software* [Read full review](https://www.g2.com/survey_responses/teamsupport-review-12433366) --- #### What Are G2 Users Discussing About TeamSupport? - [What is TeamSupport used for?](https://www.g2.com/discussions/what-is-teamsupport-used-for) - 1 comment, 1 upvote ### 7. [Desk360](https://www.g2.com/products/desk360/reviews) **Average Rating:** 4.5/5.0 **Total Reviews:** 50 **Product Description:** Desk360 is an omnichannel customer support platform, enabling businesses of all sizes to have a 360-degree view of their customers and utilize a next-gen inbox for their mobile apps and websites. It lets you to communicate with your customers on any channel (email, live chat, social media, WhatsApp, and even a message box inside their mobile apps), while unifying all messages on a single screen for your customer representatives. With Desk360, you can create an inbox for your users to get in touch with you on their own terms. Desk360 offers integrations with the App Store, Google Play Store, and Huawei AppGallery, so you can aggregate all store reviews on a single page and respond to your customers without switching back and forth between your store accounts. Managing your social media accounts with Desk360 is a breeze. You can view and answer all customer messages coming from Facebook, Instagram, and Twitter on a single screen, saving your representatives huge amounts of time. Do you use different email addresses for providing support to your customers? No worries, because you can unify all your email addresses on a single screen. What’s more is that you can create custom FAQ and contact pages on your website to give your customers holistic support from your brand. Discover Desk360 today and start communicating with your customers with pre-defined Desk360 messages prepared by professional translators in 40 languages! Manage your customer messages coming from these 11 channels on one page, and get detailed reports on both products and users. Choose who will be responsible for which project by assigning special agents to each product, and encourage cooperation between teams to increase their performance! #### What Are Recent G2 Reviews of Desk360? **"[The Best Customer Experince](https://www.g2.com/survey_responses/desk360-review-7889867)"** **Rating:** 5.0/5.0 stars *— Furkan .* [Read full review](https://www.g2.com/survey_responses/desk360-review-7889867) --- **"[product review for Desk360](https://www.g2.com/survey_responses/desk360-review-8477029)"** **Rating:** 4.5/5.0 stars *— Azra N.* [Read full review](https://www.g2.com/survey_responses/desk360-review-8477029) --- #### What Are G2 Users Discussing About Desk360? - [What is Desk360 used for?](https://www.g2.com/discussions/what-is-desk360-used-for) ### 8. [Re:amaze](https://www.g2.com/products/re-amaze/reviews) **Average Rating:** 4.6/5.0 **Total Reviews:** 137 **Product Description:** Re:amaze is a helpdesk and customer messaging platform designed for websites, stores, and apps. Use Re:amaze to provide exceptional customer support through live chat, email, social media, mobile SMS/MMS, VOIP, and FAQ Knowledge Bases. Businesses of all shapes and sizes also rely on Re:amaze for sales and marketing automation using features such as Re:amaze Cues (a way to automatically message online customers), Re:amaze Chatbots, Re:amaze Live Dashboard (to monitor online customer activity in real time), and send customer satisfaction surveys (to gauge service quality and gather feedback). Re:amaze offers native integrations with many popular 3rd party apps such as Slack, Shopify, BigCommerce, Stripe, MailChimp, Google (Analytics, Tag Manager, Suite), ShipStation, Klaviyo, and much more. Businesses can also use a single Re:amaze account to manage customer service for multiple businesses or stores with the Multi-Brand feature. ### What Do G2 Reviewers Say About Re:amaze? *AI-generated summary from verified user reviews* **Pros:** - Users value the **great customer support** of Re:amaze, enhancing their overall experience with helpful features. - Users value the **flexibility** of Re:amaze, appreciating its multi-brand approach and helpful AI features. #### What Are Recent G2 Reviews of Re:amaze? **"[Absolutely amazing tool, very intuitive and integrates well](https://www.g2.com/survey_responses/re-amaze-review-7694891)"** **Rating:** 4.5/5.0 stars *— Christoph D.* [Read full review](https://www.g2.com/survey_responses/re-amaze-review-7694891) --- **"[Great Chat!](https://www.g2.com/survey_responses/re-amaze-review-7329257)"** **Rating:** 5.0/5.0 stars *— Greg R.* [Read full review](https://www.g2.com/survey_responses/re-amaze-review-7329257) --- #### What Are G2 Users Discussing About Re:amaze? - [What is Re:amaze used for?](https://www.g2.com/discussions/what-is-re-amaze-used-for) ### 9. [Gmelius](https://www.g2.com/products/gmelius/reviews) **Average Rating:** 4.4/5.0 **Total Reviews:** 756 **Product Description:** Gmelius is the first Gmail-native platform where AI agents and your team work together in real time to manage, prioritize, and reply to emails—turning your inbox into a collaborative, self-organizing workspace. ### What Do G2 Reviewers Say About Gmelius? *AI-generated summary from verified user reviews* **Pros:** - Users value the **ease of use** of Gmelius, making their workflows smoother and more efficient. - Users find **email management simple and effective** with Gmelius, appreciating its easy setup and note-taking features. - Users value the **seamless collaboration** features of Gmelius, enhancing organization and teamwork in their email communications. - Users appreciate the **robust team collaboration features** of Gmelius, simplifying email management and enhancing communication. - Users appreciate the **robust team collaboration features** of Gmelius, enhancing email management and organized communication. **Cons:** - Users experience significant **email management issues** with Gmelius, including slow loading times and ineffective search functionalities. - Users find Gmelius lacking in **mobile app features** , complicating email management and collaboration on the go. - Users often experience **performance issues** with Gmelius, including slow email loading times that hinder workflow efficiency. - Users experience **slow email loading times** , which hampers productivity and complicates email management in Gmelius. - Users experience a **steep learning curve** with Gmelius, needing additional guidance for effective usage and setup. #### What Are Recent G2 Reviews of Gmelius? **"[A Powerful and Easy-to-Use Tool for Email Management and Team Collaboration](https://www.g2.com/survey_responses/gmelius-review-10296148)"** **Rating:** 5.0/5.0 stars *— Hasan J.* [Read full review](https://www.g2.com/survey_responses/gmelius-review-10296148) --- **"[It has been a helpful tool](https://www.g2.com/survey_responses/gmelius-review-10295609)"** **Rating:** 5.0/5.0 stars *— Verified User in Computer Software* [Read full review](https://www.g2.com/survey_responses/gmelius-review-10295609) --- #### What Are G2 Users Discussing About Gmelius? - [What is Gmelius used for?](https://www.g2.com/discussions/what-is-gmelius-used-for) ### 10. [Helpshift](https://www.g2.com/products/helpshift/reviews) **Average Rating:** 4.3/5.0 **Total Reviews:** 338 **Product Description:** Helpshift is an AI-Native Customer Support and Engagement Platform designed to maximize Customer Lifetime Value (LTV) by facilitating meaningful interactions between brands and their customers. This solution integrates three foundational pillars: advanced technology that enhances the customer experience, AI that scales engagement efforts, and expert human services that deliver strategic value. Together, these elements create a comprehensive customer engagement framework that is both efficient and empathetic, applicable to digital-first businesses operating across mobile, web, and in-app environments. Targeted at customer experience leaders, support operations teams, product managers, and community directors, Helpshift caters to organizations seeking to optimize customer interactions and drive measurable business outcomes. The platform is particularly beneficial for teams looking to streamline support processes, enhance customer engagement, reduce churn, and maintain brand safety across digital touchpoints. With Helpshift, brands can effectively manage customer conversations and turn them into actionable insights that contribute to retention and growth. The platform's versatility allows it to address a range of use cases, from automated customer service and proactive engagement to community management and trust and safety operations. Helpshift offers four essential solutions: Support, Engagement, Trust and Safety, and Community. The Support solution delivers efficient AI-powered customer service through Care AI for instant resolution, Language AI for native multilingual support across 75+ languages, and AI Copilot for agent productivity, augmented by elite human specialists with 24/7 global coverage. The Engagement solution enables brands to create proactive experiences with Engage AI, which predicts churn risk and identifies upsell opportunities, supported by dedicated VIP Account Managers who deliver concierge service. The Trust and Safety solution combines best-in-class partner technology for automated moderation, age verification, and toxicity-detection filters with Guard AI for monitoring and quality assurance of AI- and human-agent conversations, plus expert moderators and threat analysts for nuanced content review and complex escalations. The Community solution uses Community AI to analyze sentiment trends across social platforms and pairs that intelligence with expert community managers who shape culture and engage directly with audiences. The platform's key features include a native SDK that embeds directly into mobile, web, and PC applications for seamless customer interactions without disrupting the user experience. Unified Orchestration connects in-app, web, and social touchpoints with shared context, while Real-Time Intelligence surfaces behavior insights that drive decisions. Enterprise-Grade Security includes SOC2, GDPR, HIPAA, and COPPA, among other certifications. By bridging the gap between operational efficiency and empathetic engagement, Helpshift empowers organizations to reduce operational costs, increase customer satisfaction, protect brand reputation, and foster stronger community health. ### What Do G2 Reviewers Say About Helpshift? *AI-generated summary from verified user reviews* **Pros:** - Users find Helpshift to offer **ease of use** with its intuitive interface and efficient ticket management system. - Users appreciate the **clear ticket management and automation tools** in Helpshift that enhance efficiency and user-friendliness. - Users appreciate the **clear ticket management system** and automation tools that enhance organization and improve efficiency. - Users value the **efficient ticket management** and automation tools of Helpshift, enhancing productivity and customer satisfaction. - Users find Helpshift’s **navigation ease** beneficial for effortlessly tracking tickets and managing customer support tasks. **Cons:** - Users often face **connection and loading issues** , leading to frustration and interruptions in the experience. - Users experience **software unresponsiveness** with connection and loading issues that hinder their overall experience. - Users find the **difficult navigation** on Helpshift frustrating, especially due to the lack of a mobile app. - Users often face **downtime issues** with Helpshift, impacting their ability to connect and receive timely responses. - Users believe the **reporting features lack detail** , particularly in tracking agent performance and customer satisfaction trends. #### What Are Recent G2 Reviews of Helpshift? **"[Helpshift helps in Revolutionizing Customer Service Experience](https://www.g2.com/survey_responses/helpshift-review-8195564)"** **Rating:** 4.5/5.0 stars *— SHIVAM A.* [Read full review](https://www.g2.com/survey_responses/helpshift-review-8195564) --- **"[Helpshift Review](https://www.g2.com/survey_responses/helpshift-review-10747632)"** **Rating:** 5.0/5.0 stars *— Nico C.* [Read full review](https://www.g2.com/survey_responses/helpshift-review-10747632) --- #### What Are G2 Users Discussing About Helpshift? - [What is Helpshift used for?](https://www.g2.com/discussions/what-is-helpshift-used-for) ### 11. [Supportbench](https://www.g2.com/products/supportbench/reviews) **Average Rating:** 4.9/5.0 **Total Reviews:** 113 **Product Description:** Supportbench is a TOP rated premium customer support software for businesses seeking advanced, affordable, scalable solutions. It boasts features such as dynamic SLAs, a KCS knowledge base, AI-powered ChatGPT knowledge base bots, and customizable dashboards. With Salesforce synchronization, advanced customer portals, chatbot capabilities, and an easy-to-use API, Supportbench enhances customer experiences, optimizes support operations, and empowers teams with actionable insights. ### What Do G2 Reviewers Say About Supportbench? *AI-generated summary from verified user reviews* **Pros:** - Users benefit from the **enhanced visibility** offered by Supportbench, streamlining communication and improving customer response efficiency. - Users value the **efficiency** of Supportbench, praising fast responses and effective analysis of customer interactions. - Users value the **robust knowledge base** of Supportbench, enabling effective management of customer inquiries and information. - Users appreciate the **automation features** of Supportbench, enhancing efficiency in ticket management and response delivery. - Users value the **efficient case management** capabilities of Supportbench, enhancing their ticketing and customer engagement processes. **Cons:** - Users find the **limited integrations** of Supportbench hinder their workflow and create challenges in using the app. - Users face a **steep learning curve** due to complex onboarding and overwhelming feature customization in Supportbench. - Users struggle with **inadequate filtering** , as advanced options are not easily accessible in the reporting UI. - Users find the chat tool to be **not super customizable** , limiting their ability to tailor the experience to their needs. - Users find **limited features** on Supportbench, specifically noting issues with offline access and mobile app functionality. #### What Are Recent G2 Reviews of Supportbench? **"[A Game-Changer for Client Communication](https://www.g2.com/survey_responses/supportbench-review-11127974)"** **Rating:** 5.0/5.0 stars *— Chris B.* [Read full review](https://www.g2.com/survey_responses/supportbench-review-11127974) --- **"[Supportbench; Customer Oriented and Powerful Support System but Demands Deep Customization](https://www.g2.com/survey_responses/supportbench-review-11715639)"** **Rating:** 4.5/5.0 stars *— sheetal m.* [Read full review](https://www.g2.com/survey_responses/supportbench-review-11715639) --- ### 12. [Stonly](https://www.g2.com/products/stonly/reviews) **Average Rating:** 4.8/5.0 **Total Reviews:** 131 **Product Description:** Stonly is the modern knowledge platform for customer service. We help companies drive fast, accurate resolutions with step-by-step guides, decision trees, AI answers, automations, walkthroughs, checklists, and knowledge bases for agents and customers. Unlike other knowledge platforms, Stonly’s knowledge is interactive (instead of static) and delivered when and where people need it. That means it gets used much more often and can handle every case that comes its way. Use AI to leverage your knowledge to respond to each request with the ideal solution—be it an easy answer or in-depth guidance. You can control the answers and handle every question well, even the most critical and complex ones. Easily create great knowledge content and keep it up to date and accurate. We’ll give you the tools to collect feedback, measure, and improve the impact of knowledge on your business. Integrate with all of your tools and processes, including Zendesk, Salesforce Service Cloud, Freshworks, HubSpot, and more. Learn how Stonly empowers thousands of companies to support millions of customers at https://stonly.com/ ### What Do G2 Reviewers Say About Stonly? *AI-generated summary from verified user reviews* **Pros:** - Users find Stonly to be **incredibly easy to set up and use** , enhancing both customer and team experiences effortlessly. - Users value the **powerful and easy-to-use features** of Stonly, maximizing their daily productivity and team support. - Users value the **incredibly user-friendly design** of Stonly, enhancing communication and ease of information sharing. - Users value the **easy implementation** of Stonly, enabling swift updates and seamless integration with existing systems. - Users find Stonly's interface **intuitive and user-friendly** , enhancing their ability to provide timely support and updates. **Cons:** - Users find Stonly lacking in **missing features** like mixed media integration and advanced reporting options. - Users note a **lack of features** but find it generally meets their needs without any critical issues. - Users find the **time consumption** of managing multiple widgets and needing developer help frustrating and inefficient. - Users express frustration over **button issues** that hinder functionality and prevent seamless interactions with Stonly. - Users experience **chatbot issues** that hinder effective communication and delay support responses within Stonly. #### What Are Recent G2 Reviews of Stonly? **"[It's the best](https://www.g2.com/survey_responses/stonly-review-10630489)"** **Rating:** 4.5/5.0 stars *— Verified User in Financial Services* [Read full review](https://www.g2.com/survey_responses/stonly-review-10630489) --- **"[I literally recommend them on every call I have with EVERY vendor and potential vendor](https://www.g2.com/survey_responses/stonly-review-10331547)"** **Rating:** 5.0/5.0 stars *— Thomas J.* [Read full review](https://www.g2.com/survey_responses/stonly-review-10331547) --- #### What Are G2 Users Discussing About Stonly? - [What is Stonly used for?](https://www.g2.com/discussions/what-is-stonly-used-for) ### 13. [Thena](https://www.g2.com/products/thena/reviews) **Average Rating:** 4.9/5.0 **Total Reviews:** 65 **Product Description:** Thena is a new-age customer support platform purpose-built for B2B teams. We're AI-first, and we connect to the modern communication stack like Slack and MS Teams. Join bold modern B2B teams from Vercel, Amplitude, FOX, Etsy, and LaunchDarkly. ### What Do G2 Reviewers Say About Thena? *AI-generated summary from verified user reviews* **Pros:** - Users value Thena's **efficient case management** , enhancing customer interactions and streamlining support with seamless Slack integration. - Users value **efficiency** with Thena, as it enhances communication and streamlines customer support interactions effectively. - Users value the **intuitive ticket management** in Thena, enhancing communication and streamlining customer support effectively. - Users appreciate Thena for its **efficient customer interaction management** , ensuring every request receives attention and support. - Users value the **seamless Slack integration** of Thena, enhancing customer support and team collaboration significantly. **Cons:** - Users find Thena's **limited platform support** frustrating, as it does not cater to all communication tools. - Users find Thena's **limited platform support** challenging for those using other communication tools like Discord or WhatsApp. - Users feel Thena has **limited platform support** , as it may not cater to those using less common communication tools. - Users note **limited platform support** , as Thena mainly integrates with popular software, leaving out other tools. - Users express concerns over **poor customer support** , finding it difficult to get timely assistance and clarification. #### What Are Recent G2 Reviews of Thena? **"[Thena helped us Tame Wild-Wild-West Slack Support](https://www.g2.com/survey_responses/thena-review-10569376)"** **Rating:** 5.0/5.0 stars *— Daniel S.* [Read full review](https://www.g2.com/survey_responses/thena-review-10569376) --- **"[Smooth](https://www.g2.com/survey_responses/thena-review-10020456)"** **Rating:** 5.0/5.0 stars *— Matthew B.* [Read full review](https://www.g2.com/survey_responses/thena-review-10020456) --- ### 14. [Glassix](https://www.g2.com/products/glassix/reviews) **Average Rating:** 4.8/5.0 **Total Reviews:** 197 **Product Description:** Glassix’s on a mission to broaden access to Conversational AI and Omnichannel Customer Communication, empowering businesses to unlock their untapped potential and achieve unmatched scalability.
 With its AI Omnichannel capabilities, Glassix reshapes customer journeys. We transcend temporal boundaries, meeting customer needs at every touchpoint, even during dormant hours. Trusted by Nike, Avis, Nintendo, Domino's, and Dyson, Glassix propels missions forward with its transformative technology. With Glassix, managing your customer interactions has never been easier. Our unified inbox eliminates the need for multiple tools, streamlining workflow management and reducing expenses. From AI-powered chatbots to personalized greetings, keep your customers engaged in one place. Glassix is the AI-powered unified messaging platform that keeps your customer conversations connected across any digital channel - Instant messaging apps and SMS text, email conversations, live chat on your website or app, and social media messages. The secure platform offers a robust feature-set delivered as a subscription service complete with visual no/low code chatbot tools that require no technical knowledge to get started. Customers can hit the ground running with conversational AI capabilities powered by GPT-4, or leverage the Glassix API to build out highly customized experiences. Working together with a global network of integration partners, Glassix serves a growing customer base of established brands, high growth ventures, and small businesses alike. Experience the power of Glassix as it refines interactions, allowing you to deliver exceptional customer experiences. Say goodbye to manual tasks and reclaim your valuable time. With our automation capabilities, conversations flow effortlessly, leaving your customers in awe. ### What Do G2 Reviewers Say About Glassix? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of understanding** with Glassix, finding it straightforward and uncomplicated with data. - Users find Glassix to be **simple and easy to understand** , avoiding unnecessary complexity with data. - Users enjoy the **intuitive design** of Glassix, finding it simple and easy to understand without complication. - Users value the **simplicity and clarity** of Glassix, finding it easy to understand without overwhelming data. - Users value the **simple and easy-to-understand interface** of Glassix, avoiding complications with data management. **Cons:** - Users feel the **lack of integrations** limits Glassix's functionality, making it feel incomplete for their needs. - Users find that Glassix has **limited features** , lacking completeness for their diverse needs and requirements. - Users find that Glassix has **missing features** , making it feel incomplete and limiting its overall effectiveness. #### What Are Recent G2 Reviews of Glassix? **"[We get more done with Glassix AI](https://www.g2.com/survey_responses/glassix-review-9744629)"** **Rating:** 5.0/5.0 stars [Read full review](https://www.g2.com/survey_responses/glassix-review-9744629) --- **"[Restructuring School Communication](https://www.g2.com/survey_responses/glassix-review-9468016)"** **Rating:** 5.0/5.0 stars *— Reem O.* [Read full review](https://www.g2.com/survey_responses/glassix-review-9468016) --- ### 15. [UserEcho](https://www.g2.com/products/userecho/reviews) **Average Rating:** 4.2/5.0 **Total Reviews:** 22 **Product Description:** UserEcho is an online customer support software. UserEcho allow to create helpdesk, ideas forum, livechat and knowledge base in one place that make it simple to provide great customer support. ### What Do G2 Reviewers Say About UserEcho? *AI-generated summary from verified user reviews* **Pros:** - Users find the **price unbeatable** , making UserEcho an excellent choice for managing support and communication. - Users value the **responsive chat features** of UserEcho, enhancing support and customer interaction significantly. - Users highlight the **exceptional responsiveness** of UserEcho's customer support, enhancing their experience with custom solutions. - Users value the **extensive customizability** of UserEcho, enabling tailored solutions for diverse business needs. - Users love the **customization options** of UserEcho, appreciating the developers' responsiveness and tailored improvements. #### What Are Recent G2 Reviews of UserEcho? **"[setting up SSO using OIDC](https://www.g2.com/survey_responses/userecho-review-4443062)"** **Rating:** 5.0/5.0 stars *— Priya J.* [Read full review](https://www.g2.com/survey_responses/userecho-review-4443062) --- **"[Have used it for many years - excellent customer service!](https://www.g2.com/survey_responses/userecho-review-9478319)"** **Rating:** 5.0/5.0 stars *— Shaun K.* [Read full review](https://www.g2.com/survey_responses/userecho-review-9478319) --- #### What Are G2 Users Discussing About UserEcho? - [What is UserEcho used for?](https://www.g2.com/discussions/what-is-userecho-used-for) ### 16. [Deskpro](https://www.g2.com/products/deskpro/reviews) **Average Rating:** 4.2/5.0 **Total Reviews:** 96 **Product Description:** Deskpro is the only help desk platform that enables support across every channel, powered by the AI of your choice, with comprehensive security, compliance and data privacy options. Deskpro deployment options include our cloud, your private cloud, on-premise or sovereign data centers. Enabling organizations to securely deliver the future of customer and employee experiences. ### What Do G2 Reviewers Say About Deskpro? *AI-generated summary from verified user reviews* **Pros:** - Users value the **ease of use** in Deskpro, appreciating its intuitive layout and smooth initial setup. - Users appreciate the **progress tracking and visibility features** in Deskpro, enhancing task management over previous tools. - Users appreciate the **superior support** provided by Deskpro, enhancing communication and workflow efficiency considerably. - Users value the **superior customer support** from Deskpro, ensuring smooth upgrades and clear communication throughout the process. - Users appreciate the **high customizability** of Deskpro, which adapts well to various workflows and branding needs. **Cons:** - Users often deal with **ticketing issues** in Deskpro, resulting in inefficiencies and frustrating experiences while managing tasks. - Users express frustration over **limited features** , especially regarding localization capabilities and manual translation processes. - Users face issues with **ticket management errors** , leading to confusion and inefficiencies in handling support cases. - Users find the **user experience not intuitive** , especially when managing tickets and using the mobile app. - Users experience **annoying UX issues** with image formatting and interface limitations, impacting overall usability and satisfaction. #### What Are Recent G2 Reviews of Deskpro? **"[Best support software I have ever used](https://www.g2.com/survey_responses/deskpro-review-12315511)"** **Rating:** 4.5/5.0 stars *— John A.* [Read full review](https://www.g2.com/survey_responses/deskpro-review-12315511) --- **"[Customer Service Force Multiplier](https://www.g2.com/survey_responses/deskpro-review-12621159)"** **Rating:** 5.0/5.0 stars *— Christopher J.* [Read full review](https://www.g2.com/survey_responses/deskpro-review-12621159) --- #### What Are G2 Users Discussing About Deskpro? - [What is Deskpro used for?](https://www.g2.com/discussions/what-is-deskpro-used-for) - 1 comment, 1 upvote ### 17. [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) **Average Rating:** 4.3/5.0 **Total Reviews:** 2,354 **Product Description:** JustCall is the only AI-powered business communication platform that brings calls, texts, email, and WhatsApp together in one place. It helps customer-facing teams work more efficiently, respond faster, and connect better with prospects and customers. 6,000+ businesses worldwide use JustCall to: - Manage all customer conversations from a single platform - Automate routine tasks and workflows - Get real-time AI insights to improve conversations - Ensure 24/7 coverage with inbound AI Voice Agents (outbound support coming soon) Key features: - Calling: Global phone numbers, inbound/outbound calling, smart routing, auto/predictive/power dialers - Messaging: SMS & MMS, workflows, bots, shared WhatsApp inbox, multi-level IVR, shared email inbox - AI tools: Real-time agent assist, AI coaching, sentiment analysis, call scoring, live monitoring, SMS Copilot, inbound AI Voice Agent - Integrations & collaboration: 100+ CRM integrations, collaborative team workspace ### What Do G2 Reviewers Say About JustCall? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of JustCall, highlighting its user-friendly setup and seamless integration for efficient operations. - Users praise JustCall for its **comprehensive capabilities** that enhance customer communications and streamline sales processes. - Users appreciate JustCall's **comprehensive capabilities** that enhance customer communication and streamline sales processes effectively. - Users highlight the **excellent customer support** of JustCall, noting quick resolutions and responsive follow-up service. - Users value the **seamless call experience** of JustCall, enhancing productivity and organization with excellent call quality. **Cons:** - Users experience **call visibility issues** with JustCall, facing difficulties in managing incoming calls effectively. - Users report frustrating **call visibility issues** with JustCall, struggling to see incoming calls despite hearing them. - Users often face **connection issues** with JustCall, missing incoming calls despite hearing them and struggling with stability. - Users express frustration over **missing features** like integration, connectivity issues, and lack of customization in JustCall. - Users experience **poor call quality** with JustCall, facing issues like call drops and missed connections frequently. #### What Are Recent G2 Reviews of JustCall? **"[Efficient Communication Hub for Global Outreach and CRM Syncing](https://www.g2.com/survey_responses/justcall-review-12696120)"** **Rating:** 4.5/5.0 stars *— Soumyajit B.* [Read full review](https://www.g2.com/survey_responses/justcall-review-12696120) --- **"[Effortless Connectivity and Seamless Setup](https://www.g2.com/survey_responses/justcall-review-9402516)"** **Rating:** 5.0/5.0 stars *— Brittney L.* [Read full review](https://www.g2.com/survey_responses/justcall-review-9402516) --- ### 18. [Plivo](https://www.g2.com/products/plivo/reviews) **Average Rating:** 4.5/5.0 **Total Reviews:** 743 **Product Description:** Plivo is a voice-first AI agent platform designed to streamline multi-channel customer engagement through various communication methods, including phone calls, chat, WhatsApp, SMS, email, and Slack. This innovative solution caters to consumer-facing businesses that aim to enhance their customer interactions by utilizing conversational AI agents. These agents are capable of initiating, answering, assisting, and completing customer conversations, delivering interactions that mimic human-like, natural-sounding dialogue across both voice and messaging channels. The platform is particularly beneficial for businesses looking for efficient customer communications without the need for extensive technical expertise. With Vibe, Plivo’s no-code AI agent builder, users can create and deploy custom voice agents simply by providing straightforward instructions in English. This user-friendly approach eliminates the need for programming skills, making it accessible to a wider range of users, from small businesses to large enterprises. The combination of built-in enterprise-grade telephony, deep partnerships with leading Text-to-Speech (TTS), Speech-to-Text (STT), and Large Language Model (LLM) providers allow companies to design production-ready low-latency (\<500ms) voice AI agents at scale, with minimal operational overhead. The seamless integration with popular CRM and support tools further enhances its utility, allowing organisations to leverage existing systems and workflows. This capability is particularly valuable for companies seeking to maintain consistent customer experiences across multiple channels while ensuring that their AI agents can handle a variety of customer inquiries effectively. Plivo’s platform stands out for its vertically integrated Voice AI stack that unifies built-in telephony, speech recognition, synthesis, and reasoning layers in one low-latency system. This integration eliminates the complexity of stitching together multiple vendors, giving enterprises real-time responsiveness, carrier-grade reliability, and full control over voice quality. Combined with Plivo’s no-code Vibe builder and proven CPaaS infrastructure, businesses can move from prototype to production voice agent in minutes, not months. In addition to its AI agent capabilities, Plivo offers an enterprise-grade Communications Platform as a Service (CPaaS) suite. This suite includes essential tools such as SMS API, Voice API, WhatsApp API, Verify API, Number Masking, and SIP Trunking. These features provide enterprises with programmatic control over their voice and messaging infrastructure, enabling them to tailor communication strategies to their specific needs. By combining advanced AI technology with robust communication tools, Plivo equips businesses with the resources necessary to enhance customer engagement and drive operational efficiency. ### What Do G2 Reviewers Say About Plivo? *AI-generated summary from verified user reviews* **Pros:** - Users find Plivo to be **easy to implement and integrate** , making communication solutions straightforward and efficient. - Users value the **amazing customer support** from Plivo, providing assistance during debugging and ensuring satisfaction. - Users value Plivo for its **reliable communication support** , easy integration, affordability, and clear call quality. - Users find Plivo's **competitive pricing** highly beneficial for effective communication solutions and comprehensive features. - Users appreciate the **API quality** of Plivo, enabling seamless integration of communication features into applications. **Cons:** - Users express frustration with Plivo's **poor customer support** , citing slow responses and unresolved issues in urgent situations. - Users find Plivo's pricing **expensive** , particularly for Voice APIs and SMS services compared to competitors. - Users feel Plivo has **limited features** , requiring extra costs for enhanced functionalities and lacking advanced tools. - Users report **messaging issues** due to slow support response times, impacting timely communication for their clients. - Users find the **interface not intuitive** , making navigation and usability challenging for those without coding skills. #### What Are Recent G2 Reviews of Plivo? **"[Quick, Responsive Support and Helpful Sub-Account Breakdowns](https://www.g2.com/survey_responses/plivo-review-12879964)"** **Rating:** 4.5/5.0 stars *— Verified User in Information Technology and Services* [Read full review](https://www.g2.com/survey_responses/plivo-review-12879964) --- **"[Super simple and satisfying](https://www.g2.com/survey_responses/plivo-review-12040188)"** **Rating:** 4.5/5.0 stars *— Majd K.* [Read full review](https://www.g2.com/survey_responses/plivo-review-12040188) --- #### What Are G2 Users Discussing About Plivo? - [What is Plivo used for?](https://www.g2.com/discussions/what-is-plivo-used-for) ### 19. [Appy Pie](https://www.g2.com/products/appy-pie/reviews) **Average Rating:** 4.7/5.0 **Total Reviews:** 1,308 **Product Description:** Appy Pie is a type of no-code AI app and website building software that helps users create, customize, and manage mobile applications and websites through prompt-based generation and visual editing tools. The platform is used by small businesses, entrepreneurs, educators, and teams that need to develop digital products without relying on traditional software development workflows. Appy Pie supports use cases such as building business apps, launching marketing websites, creating customer engagement tools, and developing internal mobile solutions. With the AI App Builder, users can begin by describing the type of app they want to create, including layout, design, and core functionality. The system generates an initial structure that can be refined over time. Appy Pie also includes an AI Website Builder that applies a similar approach to creating responsive websites based on user requirements. In addition to prompt-based creation, Appy Pie provides selection-based editing, where users can click on individual elements—such as text, buttons, images, or sections—and update them through targeted prompts. Visual drag-and-drop editing is also available for manual adjustments, allowing users to combine AI-assisted changes with direct design control. Key features and capabilities include: Prompt-based generation for initial app and website layouts Selection-based editing for updating specific elements without changing the full design Visual editing tools for manual customization and layout adjustments Support for building mobile apps and responsive websites in a no-code environment A hybrid workflow that enables ongoing refinement through both AI and interactive editing Appy Pie provides a structured way for users to build and evolve apps and websites while maintaining consistency across design and functionality. ### What Do G2 Reviewers Say About Appy Pie? *AI-generated summary from verified user reviews* **Pros:** - Users value the **excellent customer support** from Appy Pie, finding it helpful and easy to navigate. - Users appreciate the **ease of use** in Appy Pie, finding it simple and supported by great customer service. - Users find Appy Pie's support team to be **very helpful** , assisting with various issues effectively and efficiently. - Users find Appy Pie's **ease of use** invaluable, enabling quick app creation with excellent support throughout the process. - Users find the **easy creation** process of Appy Pie empowering, coupled with prompt and helpful support staff. **Cons:** - Users experience **poor customer support** , with inconsistent help and concerns over security during assistance. - Users find Appy Pie **expensive** , especially with additional fees for resubmissions despite the premium package costs. - Users find the **cost of Appy Pie** to be high and pricing details unclear for Indian customers. - Users find the **limited features** of Appy Pie lacking, hoping for improvements and clearer pricing in the future. - Users find **pricing issues** with Appy Pie, noting unclear costs for Indian customers and recent price increases. #### What Are Recent G2 Reviews of Appy Pie? **"[Effortless App Building with AI Features](https://www.g2.com/survey_responses/appy-pie-review-12278767)"** **Rating:** 4.5/5.0 stars *— Sumit T.* [Read full review](https://www.g2.com/survey_responses/appy-pie-review-12278767) --- **"[Appypie: The Best No Code App Builder for Freshers](https://www.g2.com/survey_responses/appy-pie-review-12634715)"** **Rating:** 4.0/5.0 stars *— Tahir R.* [Read full review](https://www.g2.com/survey_responses/appy-pie-review-12634715) --- #### What Are G2 Users Discussing About Appy Pie? - [What is Appy Pie used for?](https://www.g2.com/discussions/what-is-appy-pie-used-for) - [What is apple pie application?](https://www.g2.com/discussions/what-is-apple-pie-application) - [Is Appy Pie paid?](https://www.g2.com/discussions/is-appy-pie-paid) - 1 comment ### 20. [ConvergeHub](https://www.g2.com/products/convergehub/reviews) **Average Rating:** 4.8/5.0 **Total Reviews:** 35 **Product Description:** ConvergeHub is the all-in-one CRM built to accelerate revenue from pipeline to paycheck. Designed for businesses of all sizes—from small startups to enterprise-grade organizations—it unifies Sales, Marketing, Support, and Billing into one powerful platform. Your teams can attract leads, close deals, support customers, and get paid faster—all from a single, streamlined workspace. With robust automation, deep customization, and a 360° customer view, ConvergeHub helps you manage every stage of the customer lifecycle and drive scalable growth without switching tools. Highlights: 360° customer view with omnichannel touchpoints Built-in campaigns, quotes, invoices, and support cases Custom dashboards, automation, and reporting tools Integrates with QuickBooks, DocuSign, RingCentral, Office365, Zapier, and more #### What Are Recent G2 Reviews of ConvergeHub? **"[Awesome CRM-Software with outstanding support!](https://www.g2.com/survey_responses/convergehub-review-9302524)"** **Rating:** 5.0/5.0 stars *— André P.* [Read full review](https://www.g2.com/survey_responses/convergehub-review-9302524) --- **"[Probably the most versatile CRM system I have used after 25 years in business.](https://www.g2.com/survey_responses/convergehub-review-4357535)"** **Rating:** 5.0/5.0 stars *— Baggy T.* [Read full review](https://www.g2.com/survey_responses/convergehub-review-4357535) --- #### What Are G2 Users Discussing About ConvergeHub? - [What is ConvergeHub used for?](https://www.g2.com/discussions/what-is-convergehub-used-for) ### 21. [Keeping](https://www.g2.com/products/keeping/reviews) **Average Rating:** 4.5/5.0 **Total Reviews:** 68 **Product Description:** Keeping is the world's first customer support platform integrated with Gmail. Assign customer support requests to teammates, leave private notes, and set status - all right from inside Gmail. Founded in 2016 and based in New York, we built Keeping for teams that do more than just customer support. If you are busy juggling important customer requests with the rest of your job, then we're glad you found us, because we built Keeping for you. ### What Do G2 Reviewers Say About Keeping? *AI-generated summary from verified user reviews* **Pros:** - Users value the **seamless communication integration** of Keeping within Salesforce, enhancing team collaboration and efficiency. - Users value the **ease of use** of Keeping, finding it simple and effective for daily business tasks. - Users find **easy access** to communication tools within Salesforce essential for improving response times and team transparency. - Users appreciate the **simple interface** , making it easy to learn and use for daily business tasks. - Users appreciate the **team collaboration** features of Keeping, enhancing communication and accessibility within the team. **Cons:** - Users find the **complex administration** of Keeping requires substantial time and effort to learn and master. - Users find **difficult learning** with Keeping, needing considerable time and effort to master its features. - Users find the **learning curve steep** , as Keeping demands substantial time and effort to master its features. - Users desire **more customization options** for workflows, feeling the UI could benefit from a more modern design. - Users find the **search difficulty** in Keeping frustrating, wishing for improved ticket searching and tagging options. #### What Are Recent G2 Reviews of Keeping? **"[Powerful Shared Inbox with Smart Email Assignment Automations](https://www.g2.com/survey_responses/keeping-review-12473947)"** **Rating:** 4.5/5.0 stars *— Erika H.* [Read full review](https://www.g2.com/survey_responses/keeping-review-12473947) --- **"[Seamless Gmail Integration That Streamlines Shared Inbox Ticketing](https://www.g2.com/survey_responses/keeping-review-12646505)"** **Rating:** 4.0/5.0 stars *— Verified User in Computer Software* [Read full review](https://www.g2.com/survey_responses/keeping-review-12646505) --- #### What Are G2 Users Discussing About Keeping? - [What are some unique features of project management software?](https://www.g2.com/discussions/keeping-what-are-some-unique-features-of-project-management-software) - [What are the key features of project management?](https://www.g2.com/discussions/what-are-the-key-features-of-project-management) - [What should be in the inventory software?](https://www.g2.com/discussions/what-should-be-in-the-inventory-software) ### 22. [Spotler CRM](https://www.g2.com/products/spotler-crm/reviews) **Average Rating:** 4.4/5.0 **Total Reviews:** 144 **Product Description:** Spotler CRM is a user-friendly Customer Relationship Management (CRM) system designed to enhance B2B sales and marketing efforts. It centralises customer and prospect data, providing a comprehensive 360-degree view that enables businesses to streamline processes and improve lead conversion rates. Key Features: Extensive Contact Management: Beyond basic contact details, Spotler CRM tracks all interactions via email, phone, and shared documents, offering a detailed timeline of customer engagements. Pipeline Management: The system allows for easy management of sales opportunities, enabling teams to prioritise, qualify, and visualise sales processes, fostering better collaboration and efficiency. Customisation: Spotler CRM is adaptable to individual business needs, allowing users to add new fields, manage user access, and customise layouts, graphs, and dashboards to align with specific sales processes. Workflow Automation: Automate routine tasks, create workflows, set up automatic follow-ups, and configure notifications to enhance productivity and ensure timely responses. Reporting and Insights: Monitor return on investment (ROI) and make data-driven decisions with comprehensive reporting tools that inform campaign strategies and sales tactics. Integration and Support: Spotler CRM integrates seamlessly with various tools, enhancing its functionality and ensuring a cohesive workflow. The platform is designed to be user-friendly, allowing for immediate and independent use. Additionally, Spotler offers professional services and support, including extensive training and technical assistance, to help users maximise the software's potential. By consolidating customer information and automating key processes, Spotler CRM enables businesses to deliver consistent customer experiences and drive more effective sales and marketing outcomes. ### What Do G2 Reviewers Say About Spotler CRM? *AI-generated summary from verified user reviews* **Pros:** - Users value the **robust automation capabilities** of Spotler CRM, streamlining marketing processes and enhancing productivity effectively. - Users love the **user-friendly design** of Spotler CRM, enabling easy management of customer relationships for all team members. - Users value the **robust marketing automation** and user-friendly design of Spotler CRM, enhancing efficiency and data-driven decisions. - Users value the **flexibility** of Spotler CRM, appreciating its seamless integration and user-friendly design for diverse needs. - Users appreciate the **seamless integration capabilities** of Spotler CRM, which enhance workflow efficiency across various business tools. **Cons:** - Users face significant **integration issues** with Spotler CRM, limiting connections with third-party applications and disrupting data flow. - Users highlight the **lack of integrations** with third-party applications, hindering data transfer and overall efficiency. - Users find Spotler CRM's interface somewhat **cluttered** , making navigation and customization less intuitive than desired. - Users face **poor integration with third-party applications** , impacting data transfer and overall business efficiency. - Users find Spotler CRM to have **high complexity** due to limited customization and restrictive features compared to competitors. #### What Are Recent G2 Reviews of Spotler CRM? **"[Streamlined CRM with Powerful Email Marketing](https://www.g2.com/survey_responses/spotler-crm-review-12770288)"** **Rating:** 4.0/5.0 stars *— Aryan G.* [Read full review](https://www.g2.com/survey_responses/spotler-crm-review-12770288) --- **"[Spotler CRM Keeps Customer & Project Info Centralized for Smooth Collaboration](https://www.g2.com/survey_responses/spotler-crm-review-12927570)"** **Rating:** 4.5/5.0 stars *— VINAY P.* [Read full review](https://www.g2.com/survey_responses/spotler-crm-review-12927570) --- #### What Are G2 Users Discussing About Spotler CRM? - [What is Really Simple Systems used for?](https://www.g2.com/discussions/what-is-really-simple-systems-used-for) ### 23. [LiveHelpNow](https://www.g2.com/products/livehelpnow/reviews) **Average Rating:** 4.3/5.0 **Total Reviews:** 155 **Product Description:** LiveHelpNow is an AI-powered customer engagement platform that helps businesses manage conversations across live chat, SMS, and messaging channels from a single interface. It combines real-time chat, automation, and intelligent routing to improve response times and streamline support operations. Teams can use AI assistants, canned responses, and customizable workflows to handle high volumes of inquiries efficiently while maintaining a personalized experience. Proactive chat tools help capture and convert website visitors, while reporting and analytics provide insight into performance and customer behavior. LiveHelpNow integrates with existing systems to keep data connected and is designed to scale with growing teams looking to enhance both customer support and sales engagement. ### What Do G2 Reviewers Say About LiveHelpNow? *AI-generated summary from verified user reviews* **Pros:** - Users praise LiveHelpNow for its **fast and reliable customer support** , making issue resolution seamless and efficient. - Users find the **fast support** from LiveHelpNow invaluable, enhancing their customer service experience significantly. - Users find LiveHelpNow's interface **easy to use** , appreciating its quick responses and seamless integration of multiple communication channels. - Users love the **integrated chat features** of LiveHelpNow, enhancing customer service efficiency and simplicity. - Users appreciate the **integrated features** of LiveHelpNow, which simplify customer service and enhance support experiences. **Cons:** - Users cite **admin control issues** , finding the interface outdated and lacking intuitive settings for non-technical users. - Users feel the **reporting lacks precision** and is not easily transferable, impacting usability and efficiency. - Users find the **admin interface outdated and unintuitive** , complicating navigation for non-technical team members. - Users find the **lack of features** like limited admin roles frustrating, hindering usability for non-technical individuals. - Users find the **learning curve steep** due to a dated admin interface and non-intuitive features for non-tech users. #### What Are Recent G2 Reviews of LiveHelpNow? **"[Best Platform for Customer Service](https://www.g2.com/survey_responses/livehelpnow-review-9337808)"** **Rating:** 5.0/5.0 stars *— Marc V.* [Read full review](https://www.g2.com/survey_responses/livehelpnow-review-9337808) --- **"[Solid product for a great price](https://www.g2.com/survey_responses/livehelpnow-review-9206243)"** **Rating:** 4.5/5.0 stars *— Sean W.* [Read full review](https://www.g2.com/survey_responses/livehelpnow-review-9206243) --- #### What Are G2 Users Discussing About LiveHelpNow? - [What is LiveHelpNow used for?](https://www.g2.com/discussions/what-is-livehelpnow-used-for) ### 24. [Incident IQ](https://www.g2.com/products/incident-iq/reviews) **Average Rating:** 4.6/5.0 **Total Reviews:** 218 **Product Description:** Incident IQ is a workflow management solution built by K-12, exclusively for K-12. Headquartered in Atlanta, GA, Incident IQ is 170+ strong and made up of former educators, K-12 IT technicians, and district leadership. Our platform is designed to specifically meet the unique IT needs we experienced firsthand in our classrooms and districts. With thousands of learning devices spread throughout student homes, bare-bones ticketing and inventory solutions will no longer suffice. K-12 IT support teams need tools that are built for the job. From help desk ticketing and asset management to HR and Facility workflow management, Incident IQ has revolutionized how K-12 school districts provide and manage services. Our results speak for themselves: 98% of customers renew their Incident IQ subscription every year. Check out our content below to see our platform in action! #### What Are Recent G2 Reviews of Incident IQ? **"[User-Friendly Helpdesk for Classroom Tech Management](https://www.g2.com/survey_responses/incident-iq-review-12543516)"** **Rating:** 4.5/5.0 stars *— Angelene S.* [Read full review](https://www.g2.com/survey_responses/incident-iq-review-12543516) --- **"[Great System w/ Continous Possibilities](https://www.g2.com/survey_responses/incident-iq-review-9087323)"** **Rating:** 5.0/5.0 stars *— Cris W.* [Read full review](https://www.g2.com/survey_responses/incident-iq-review-9087323) --- #### What Are G2 Users Discussing About Incident IQ? - [What is Incident IQ used for?](https://www.g2.com/discussions/what-is-incident-iq-used-for) ### 25. [Kayako](https://www.g2.com/products/kayako/reviews) **Average Rating:** 4.1/5.0 **Total Reviews:** 225 **Product Description:** Kayako is effortless customer service software that helps teams be more productive and build customer loyalty. Unlike legacy support tools, Kayako brings together your multi-channel conversations and customer information, so you can support customers as a team and keep the personal touch, even as you grow. ### What Do G2 Reviewers Say About Kayako? *AI-generated summary from verified user reviews* **Pros:** - Users value the **contextual AI assistance** of Kayako, which provides relevant suggestions for nuanced customer inquiries. - Users appreciate the **contextual AI efficiency** of Kayako, which enhances support with accurate, relevant suggestions. - Users appreciate the **contextual and responsive AI technology** of Kayako, enhancing support with accurate, nuanced suggestions. - Users value the **contextual AI responses** of Kayako, enhancing support accuracy and agent confidence within weeks. - Users appreciate the **contextual AI responsiveness** of Kayako, enhancing support with accurate and nuanced suggestions. **Cons:** - Users find the mobile experience **not intuitive** , making it challenging for agents to use effectively on the go. - Users find the **mobile experience lacking** , as it isn't ideal for agents needing quick access on-the-go. - Users feel the mobile experience needs **polish** , as it's not ideal for agents on the go. - Users feel the **mobile experience lacks polish** , making it challenging for agents working in the field or after hours. #### What Are Recent G2 Reviews of Kayako? **"[Surprisingly Human, High-Quality AI Replies That Nail Customer Context](https://www.g2.com/survey_responses/kayako-review-12890475)"** **Rating:** 4.5/5.0 stars *— Syed H.* [Read full review](https://www.g2.com/survey_responses/kayako-review-12890475) --- **"[White-Glove Onboarding That Gets Kayako Working Fast](https://www.g2.com/survey_responses/kayako-review-12889028)"** **Rating:** 5.0/5.0 stars *— Deniz Y.* [Read full review](https://www.g2.com/survey_responses/kayako-review-12889028) --- #### What Are G2 Users Discussing About Kayako? - [What is Kayako used for?](https://www.g2.com/discussions/kayako-what-is-kayako-used-for) - [What is Kayako used for?](https://www.g2.com/discussions/what-is-kayako-used-for) - [What is help support?](https://www.g2.com/discussions/what-is-help-support) ## What Is Help Desk Software? [Customer Service Software](https://www.g2.com/categories/customer-service) ## What Software Categories Are Similar to Help Desk Software? - [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) - [Live Chat Software](https://www.g2.com/categories/live-chat) - [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms) --- ## How Do You Choose the Right Help Desk Software? ### What You Should Know About Help Desk Software ### Help desk software buying insights at a glance [Help desk software](https://www.g2.com/categories/help-desk) helps organizations manage and resolve customer, employee, and partner support inquiries across channels like email, chat, phone, and social media. These platforms centralize communication, automate ticket routing, enforce SLAs, and deliver insights through analytics. Organizations use help desk software for internal IT support, external customer service, SLA tracking, and workflow automation. Solutions vary from basic ticketing tools to enterprise-grade platforms with AI assistance, omnichannel engagement, and CRM integration. Some products are tailored for industries like healthcare, finance, or education. Most help desk tools are priced per user monthly or annually. Plans range from free tiers for small teams to enterprise solutions costing up to $6,000 per user/year. The average annual license cost is $672.52 (approximately $56 per user/month), based on G2 pricing data across 100 product editions. If you're evaluating help desk software, consider your team size, ticket volume, required integrations, support for customization, and deployment preferences. Ask vendors: - How flexible is the platform for custom workflows and reports? - What integrations are available (e.g., CRM, collaboration, ITSM)? - How well does the system perform under high ticket volumes? - What onboarding and support resources are offered? - Does the solution include AI or automation features to boost productivity? G2's top-rated helpdesk software currently includes Salesforce Service Cloud, Zoho Desk, Freshdesk, Zendesk Support Suite, and Intercom. ### What is help desk software? G2 defines [help desk software](https://www.g2.com/categories/help-desk) as a category of solutions designed to streamline the handling of customer, employee, and partner inquiries. These platforms consolidate support requests from email, chat, phone, social media, and other channels into a centralized queue, allowing teams to prioritize tickets based on urgency and complexity.&nbsp; Essential capabilities typically include automated ticket routing, SLA management, knowledge base functionality, and analytics for tracking service performance. Help desk software, sometimes called service desk software, is part of the broader landscape of customer service and support tools. Demand continues to climb in response to growing expectations for swift, personalized support. Vendors in this sector are expanding feature sets to include AI-driven chatbots, omnichannel engagement options, and advanced workflow automation.&nbsp; As a result, organizations benefit from improved resolution times, agent productivity, and deeper insights into support trends that inform strategic decision-making. According to current market estimates, the global help desk software sector reached a valuation of approximately $9.9 billion in 2021. Over the next decade, the market is poised to maintain a solid 9.4% CAGR, culminating in an estimated worth of nearly $26.8 billion by the end of 2032. ([_Source 1_](https://www.futuremarketinsights.com/reports/help-desk-software-market)) G2 currently covers 449 help desk products, with 2995 reviews published in the last 12 months. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies)) ### What are the top reviewed helpdesk software on G2? G2 scores the top-rated help desk tools based on a [proprietary algorithm](https://documentation.g2.com/docs/research-scoring-methodologies) that factors in real-user satisfaction ratings and popularity from review data. Here are the five highest-rated help desk products G2 for this category: #### 1. [SF Service Cloud](https://www.g2.com/products/salesforce-service-cloud/reviews) - Number of Reviews: 2,000 - Satisfaction: 96 - Market Presence: 99 - G2 Score: 98 #### 2. [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - Number of Reviews: 4,797 - Satisfaction: 99 - Market Presence: 92 - G2 Score: 95 #### 3. [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - Number of Reviews: 2,807 - Satisfaction: 95 - Market Presence: 88 - G2 Score: 91 #### 4. [Zendesk Support Suite](https://www.g2.com/products/zendesk-support-suite/reviews) - Number of Reviews: 3,797 - Satisfaction: 84 - Market Presence: 92 - G2 Score: 88 #### 5. [Intercom](https://www.g2.com/products/intercom/reviews) - Number of Reviews: 2,029 - Satisfaction: 87 - Market Presence: 83 - G2 Score: 85 These rankings are determined by combining verified user ratings and publicly available web search popularity data: - The **Satisfaction Score** measures user satisfaction with software products based on user feedback, review quality, quantity, and recency. It helps buyers easily understand how well a product meets user expectations. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies)) - The **Market Presence Score** measures a product's prominence in its market. It combines data from G2 user reviews and external sources, focusing primarily on product-specific factors to reflect real-world popularity and vendor influence. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies)) - G2 ranks products using a unique scoring system, the **G2 Score** , calculated from genuine user reviews, online data, and social signals. This score makes it easy to compare and evaluate different software products within each G2 category. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies)) ### Help desk software pricing and cost considerations Most help desk software solutions on the market are priced on a subscription basis, with costs typically calculated per user per month. Help desk software pricing varies significantly depending on the vendor, scale, complexity, and deployment model. Pricing categories usually include: - Free tier: These [freemium offerings](https://www.g2.com/categories/help-desk/free) provide basic functionality, ideal for startups or small teams with limited support needs. They often include essential features such as ticket management and basic knowledge base tools, with restrictions on ticket volumes, integrations, or advanced support capabilities. - Entry-level and mid-market tiers: Aimed at small to mid-sized organizations, these solutions come with moderate feature sets and are typically priced per user per month. They usually cover essential multi-channel support (email, chat, etc.), standard reporting, and [basic automation](https://www.g2.com/categories/help-desk/f/response-automation). According to G2 data covering 45 products across 100 editions, the average annual license cost is about $672.52—roughly $56 per user per month. - Enterprise-level tiers: These comprehensive and highly customizable platforms offer advanced features, such as AI-assisted support, multiple inbox management, extensive automation, deep analytics, and enhanced security. Enterprise-level solutions include premium support, customizable workflows, [voice capabilities](https://www.g2.com/categories/help-desk/f/voice), and [SLA guarantees](https://www.g2.com/categories/help-desk/f/sla-management). High-end offerings can cost up to approximately $6,000 per user per year. Most service desk software solutions are priced per user monthly, though annual payment options are also commonly available. Organizations should carefully evaluate the Total Cost of Ownership (TCO), considering hidden costs such as onboarding, integrations, training, and ongoing technical support. Additional factors such as hardware expenses, IT resources, and maintenance requirements must be considered for on-premises deployments. ### Types of help desk software on G2 Helpdesk software solutions typically fall into the following categories, each with distinctive functionalities suited to specific support and service management needs: - Ticketing systems: These tools focus on centralizing support requests by converting them into actionable tickets, automating workflows, and providing tracking and reporting mechanisms to ensure issues are prioritized and resolved efficiently. - [IT service management (ITSM) solutions](https://www.g2.com/categories/it-service-management-itsm-tools): ITSM tools integrate comprehensive IT service processes, including incident, problem, and change management, often leveraging frameworks like ITIL to streamline overall service delivery and asset management. - Cloud-based help desk software: Such solutions are delivered via the cloud for scalable, always-accessible support platforms that reduce on-premise maintenance and offer flexible subscription models, seamless updates, and integration capabilities. - On-premise help desk software: Installed and managed locally, such products offer high customization and data control for organizations with stringent security or regulatory requirements. They also require an upfront investment in hardware and ongoing maintenance. - Integrated help desk and CRM solutions: Such tools merge core help desk capabilities with [customer relationship management tools](https://www.g2.com/categories/crm) to provide a unified view of customer interactions, aiding support efficiency and overall relationship management. - [Self-service portals](https://www.g2.com/categories/customer-self-service) and [knowledge base systems](https://www.g2.com/categories/knowledge-base-software): These systems empower users to resolve common issues independently through well-organized knowledge bases, FAQs, and community forums, often supplemented with automation and chatbots for immediate assistance. - [Mobile help desk solutions](https://www.g2.com/categories/help-desk/f/mobile-user-support): These solutions enable support agents and customers to manage tickets, communicate, and track service requests through dedicated mobile applications, thus facilitating on-the-go productivity and quick notifications. - Specialized help desk software: Tailored to meet industry-specific requirements, these solutions include specialized compliance tools, advanced security measures, and custom workflows designed to address unique operational processes within healthcare, finance, and more. ### Top help desk software features rated by G2 reviewers Most help desk solutions include foundational capabilities for organizing and addressing user inquiries. These range from basic ticket routing to self-service tools, helping customer support teams handle various communication channels, automate repetitive tasks, and monitor performance. #### Core help desk software features - Ticket management: Tracks the lifecycle of customer support requests or IT incidents from creation to resolution. This includes automated routing, prioritization, and [collaboration tools to ensure tickets reach the right agents](https://www.g2.com/categories/help-desk/f/ticket-collaboration). - Knowledge base management: Enables creating, updating, and maintaining a repository of informational articles or FAQs. This resource helps end users find quick answers and minimizes repetitive inquiries directed to agents. #### Highly rated common help desk software features - [Live chat](https://www.g2.com/categories/help-desk/f/chat-live-support): This service provides real-time messaging capabilities for immediate customer support and faster resolution times. Many buyers report that live chat has a high impact on customer satisfaction. - Alerts/escalation: Automatically send notifications when tickets meet specific criteria, such as reaching an SLA threshold or requiring higher-level assistance. This helps keep response times in check and prevents issues from being overlooked. - Generative AI: Offers AI-powered text generation and summarization to expedite drafting replies or condense lengthy documentation. This feature is increasingly valued for saving time and improving consistency. - Reporting & analytics: Delivers insights into metrics like response times, resolution rates, and customer satisfaction. Buyers often rely on analytical tools to identify bottlenecks and track support efficiency. - Multi-channel communication: Consolidates requests from phone, email, [social media](https://www.g2.com/categories/help-desk/f/social-integration), and other channels into a single dashboard. Having a unified view of customer interactions is crucial for seamless support. - User roles & access controls: Restricts data visibility and system functions based on defined roles or permissions. This ensures sensitive information remains protected while allowing easy collaboration. - Self-service portal: This empowers end users to submit and track their own tickets, access knowledge base content, and even engage with community forums. Many organizations find that self-service options reduce agent workload and improve user autonomy. Additional capabilities may include [email-to-case conversion](https://www.g2.com/categories/help-desk/f/email-to-case), [attachments and screencast sharing](https://www.g2.com/categories/help-desk/f/attachments-screencasts), and [customer and contact database features](https://www.g2.com/categories/help-desk/f/customer-and-contacts-database). ### Top service desk software benefits identified by G2 reviewers Effective help desk software implementation offers multiple strategic benefits, including: **Improved ticket resolution & efficiency:** Help desk software streamlines ticket routing and management, ensuring rapid response times and swift issue resolution. _“The tool handles ticket assignments and basic replies, saving me hours weekly. It’s benefiting me by giving me more time to focus on solving customer problems instead of just organizing them, and my response times have improved so much that my customers are noticeably happier”_ - [Ayush C., Founder](https://www.g2.com/products/zoho-desk/reviews/zoho-desk-review-10951396). **Effective automation & SLA management:** Service desk tools help with automated responses, proactive SLA tracking, and escalation processes that maintain consistent service quality and prevent delays. _“Its automation features handle repetitive tasks, freeing the team to focus on complex customer needs. This has increased team productivity, customer satisfaction, and more efficient management of high support volumes.”_ - [Jenny P., Senior Operations Manager](https://www.g2.com/products/freshdesk/reviews/freshdesk-review-10742210). **Actionable reporting & analytics:** Helpdesk tools offer comprehensive dashboards and reporting features that deliver insights into performance metrics, supporting data-driven decision-making and continuous improvement. “_The integration with our existing systems has been seamless, and the dashboards and reporting capabilities provide helpful insights into our customer service performance._” - [Eric A., Customer Service Manager](https://www.g2.com/products/salesforce-service-cloud/reviews/salesforce-service-cloud-review-10415064). **User-friendly interface & ease of use:** G2 reviewers also report that an intuitive design for service desk software minimizes training needs and accelerates agent adoption, contributing to smoother daily operations. _“The interface is clean and very easy to navigate, the user guide is easy to follow, and the training process is less than 2 days.”_ - [Jennifer C., Client Services Senior Lead](https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-9874966). ### Top help desk tools challenges identified by G2 reviewers Navigating help desk software requires careful consideration of potential obstacles. Insights gathered from user reviews on G2 reveal several recurring challenges that can significantly impact the software’s effectiveness and overall return on investment. Understanding these issues—and knowing the right questions to ask vendors—empowers buyers to make more informed decisions. **1. Customization complexity & limited flexibility:** Reviewers frequently express concerns over tailoring workflows, dashboards, and interfaces to match their unique business processes. This rigidity can hamper operational efficiency and obstruct the desired level of personalization. - **Essential questions to ask your help desk software vendor:** How configurable is the platform for custom workflows and reporting? Can the helpdesk solution evolve with changing business processes without requiring extensive custom code? - **How to overcome the challenge:** Look for service desk platforms that offer modular, scalable customization options. A flexible architecture allows for incremental enhancements and ensures the tool remains adaptable to future needs. **2. Performance under high ticket volumes:** As support teams handle increasing inquiries, some help desk tools experience performance slowdowns or bottlenecks—especially during peak periods. This can negatively affect response times and overall productivity. - **Essential questions to ask your help desk software vendor:** What performance benchmarks are available for high-volume environments? How does the system maintain speed and responsiveness during peak times? - **How to overcome the challenge:** Evaluate help desk solutions with proven scalability, robust infrastructure, and real-world performance metrics in similar operational settings. Testing under simulated high-load conditions during pilot phases can provide valuable assurance. **3. Integration limitations:** Many help desk reviewers express disappointment regarding the difficulty of integrating with legacy systems. Non-standard third-party tools can disrupt a unified customer support ecosystem, leading to fragmented data and inefficiencies in workflow. - **Essential questions to ask your help desk software vendor:** Can you provide examples of integrations with popular CRM, collaboration, and ITSM tools? How does the solution handle integrations with older or custom systems? - **How to overcome the challenge:** Choose help desk platforms with a comprehensive API ecosystem and flexible integration capabilities that minimize the need for complex, custom integrations. ### What is help desk software used for? Analysis of help desk software reviews reveals the following common scenarios: - **Internal IT support:** Organizations use help desk tools to track and resolve internal IT incidents and service requests, ensuring that technical issues are addressed quickly and internal operations remain smooth. - **Customer service & support:** Businesses rely on these platforms to manage external customer inquiries by consolidating communications from email, live chat, social media, and other channels into a single ticketing system. This centralization ensures customer issues are captured, prioritized, and resolved efficiently. - **Multi-channel communication management:** Reviewers say help desk software streamlines interactions across multiple communication channels, such as phone, email, chat, and social media, ensuring that support teams have a unified view of all customer engagements and can respond effectively to each query. - **Workflow automation and SLA tracking:** Reviewers highlight the importance of automated ticket routing, real-time notifications, and strict SLA management in maintaining high support quality. ### Who uses helpdesk software? Help desk software users span various roles, from frontline support staff to strategic decision-makers. Based on G2 reviewer demographics, typical users include customer support managers, IT managers/administrators, and service desk analysts/technicians, with additional participation from directors of operations and business owners. Common industries include technology/SaaS, e-commerce/retail, and financial services, with significant representation in telecommunications, education, and healthcare. ### Common service desk software integrations Extensive user review data reveals that help desk solutions are frequently integrated with several key categories of software to enhance operational efficiency and create a unified support environment: - **CRM systems:** Integration with [customer relationship management platforms](https://www.g2.com/categories/crm) provides a unified view of customer interactions. This enables support teams to access comprehensive customer profiles and historical data, ensuring that every support case is handled with full context. - **Collaboration & communication platforms:** Connecting help desk software with [internal messaging and collaboration tools](https://www.g2.com/categories/internal-communications) streamlines communication among support teams. This integration facilitates real-time ticket updates and collaborative problem-solving, leading to faster resolution times and improved team coordination. - **Email platforms & automation tools:** Integrations with widely used [email](https://www.g2.com/categories/email) and automation systems allow for automatically converting incoming messages into support tickets. This reduces manual entry, maintains consistency in communication, and ensures that customer inquiries are efficiently tracked across channels. - **Workflow and custom integration tools:** Help desk software can synchronize data across various applications, such as [project management](https://www.g2.com/categories/project-management) and [analytics tools](https://www.g2.com/categories/analytics-platforms), by leveraging flexible integration methods and workflow automation technologies. This enhances overall operational visibility and supports more efficient, data-driven decision-making. - **Additional integrations:** Many users also value connections with other [task management](https://www.g2.com/categories/task-management-software) and [business intelligence tools](https://www.g2.com/categories/business-intelligence), further streamlining processes and ensuring that support performance aligns closely with broader organizational objectives. ### Future of helpdesk software - **AI-powered automation and predictive support:** Helpdesk software is becoming increasingly intelligent, with AI and [machine learning](https://www.g2.com/articles/what-is-machine-learning) driving automation, faster ticket resolution, and smarter self-service. AI tools can prioritize tickets, suggest solutions, and even resolve routine issues autonomously, freeing up agents for complex queries. Predictive analytics will help identify recurring problems before they escalate, improving uptime and customer trust. ([_Source 3_](https://www.manageengine.com/products/service-desk/help-desk-software/future-help-desk-support-trends.html)) - **Omnichannel and conversational experiences:** Future-ready helpdesks will seamlessly integrate chat, email, social media, and voice into a unified interface. Conversational AI will humanize interactions, reduce friction, and offer 24/7 support. ([_Source 4_](https://www.zendesk.com/newsroom/press-releases/cx-trends-2024)) - **Mobility and remote support:** With the rise of hybrid work, mobile-first helpdesk apps will enable technicians to manage tickets and provide real-time support anywhere, increasing agility and responsiveness. ([_Source 3_](https://www.manageengine.com/products/service-desk/help-desk-software/future-help-desk-support-trends.html)) ### Sources 1. [Help Desk Software Market Analysis – Demand & Forecast 2022-2032](https://www.futuremarketinsights.com/reports/help-desk-software-market), Future Market Insights. 2. G2 reviews data: G2 reviews are sourced from verified software users and factor in satisfaction ratings, market presence, and real-time popularity data. Rankings in this guide are based on an analysis of G2 user reviews published within the last 12 months. For more details, read [G2’s full scoring methodology](https://documentation.g2.com/docs/research-scoring-methodologies). 3. [Future of help desk support](https://www.manageengine.com/products/service-desk/help-desk-software/future-help-desk-support-trends.html), ManageEngine. 4. [AI ushers in era of intelligent CX, fuels massive industry transformation](https://www.zendesk.com/newsroom/press-releases/cx-trends-2024)​, Zendesk. ###