# Best Help Desk Software with SLA Management Capabilities - Page 2

## How Many Help Desk Software Products Does G2 Track?

**Total Products under this Category:** 515

### Category Stats (Aug 2026)

- **Average Rating:** 4.45/5 The average rating of products in this category, based on all submitted ratings
- **Top Trending Product:** Wavity Help and Service Desk (+2.93%) - Among all products in this category, Wavity Help and Service Desk recorded the largest rating increase compared to last month

_Last updated: August 04, 2026_

## How Does G2 Rank Help Desk Software Products?

**Why You Can Trust G2's Software Rankings:**

- 30 Analysts and Data Experts
- 78,100+ Authentic Reviews
- 515+ 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.

## G2 Grid® for Help Desk Software
 ![G2 Grid® for Help Desk Software plotting products by satisfaction and market presence](https://www.g2.com/categories/help-desk/grids.png?focus%5B%5D=5494&focus%5B%5D=574&focus%5B%5D=2743&focus%5B%5D=748&focus%5B%5D=57328&focus%5B%5D=3270&focus%5B%5D=55256&focus%5B%5D=2864)

Highlighted products: Agentforce Service (formerly Salesforce Service Cloud), Zendesk for Customer Service, Zoho Desk, Freshdesk, HubSpot Service Hub, Fin, ServiceNow Customer Service Management, and Freshservice.

Underlying data: [Grid® JSON](https://www.g2.com/categories/help-desk/grids.json?focus%5B%5D=agentforce-service-formerly-salesforce-service-cloud&focus%5B%5D=zendesk-for-customer-service&focus%5B%5D=zoho-desk&focus%5B%5D=freshdesk&focus%5B%5D=hubspot-service-hub&focus%5B%5D=fin&focus%5B%5D=servicenow-customer-service-management&focus%5B%5D=freshservice)

**Sponsored**

### QBench

Labs deserve more than just another LIMS. They need a complete operating system for modern laboratory operations. QBench delivers exactly that – transforming how labs handle everything from order placement to sample processing to automated reporting. Think of QBench as your lab's operating system. Simple. Powerful. Adaptable. While other LIMS solutions force labs into rigid structures with heavy custom code and vendor dependency, QBench flows with your needs. It bends. It adapts. When your processes evolve, QBench evolves with you. Here's what sets QBench apart: First, it adapts to your secret sauce. Every lab has its own distinct workflow and it's own rhythm. QBench honors that uniqueness by offering unparalleled configurability. You shape the workflows. You define the data fields. You stitch together the automations. Through it all, QBench's team of former bench scientists works alongside you, offering expert guidance and value-added workflow suggestions. Next, it automates the tedious parts of lab work. Through its file parsers and robust API, QBench connects seamlessly with your existing instruments and systems, creating a unified ecosystem where data flows automatically. No manual data entry. No transcription errors. Reliable automation that lets your team focus on what truly matters: the science. Finally, QBench brings everything together in one powerful platform. Track inventory in real time. Give clients instant access to their results through a dedicated portal. Generate insights through built-in analytics. Maintain the highest quality standards with an integrated Quality Management System (QMS) that keeps you audit-ready, always. QBench empowers laboratories to work smarter. It's cloud-based, so you're always connected. It's secure, so your data stays protected. It's constantly evolving, just like the science it supports.

[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=58&secure%5Bchosen_at%5D=2026-08-13T23%3A13%3A02Z&secure%5Bdisplayable_resource_id%5D=2136&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=retargeted_product&secure%5Bplacement_resource_ids%5D%5B%5D=69759&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=69759&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%2Fsla-management%3Ffilters%255Bverified_features%255D%255B%255D%3D178%26page%3D2&secure%5Btoken%5D=85702abfde204bc849ff070b0e237864672668d2685aaf858805cc18f9b722e2&secure%5Burl%5D=https%3A%2F%2Fqbench.com%2F&secure%5Burl_type%5D=custom_url)

### [Gmelius](https://www.g2.com/products/gmelius/reviews)

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.

**Average Rating:** 4.4/5.0

**Total Reviews:** 756

#### How Do G2 Users Rate Gmelius?

- **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.0/10)
- **Workflow:** 8.8/10 (Category avg: 8.7/10)
- **Customization :** 7.6/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.8/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Gmelius?

- **Seller:** [Gmelius SA](https://www.g2.com/sellers/gmelius-sa)
- **Year Founded:** 2016
- **HQ Location:** Geneva
- **Twitter:** @gmelius  
1,772 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=baf5708a28088fbc591ba0b1e560f8d116a6940e61321928ddc3ce71c01184ad&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F5285738%2F&secure%5Burl_type%5D=linkedin_company_website)  
18 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Owner, CEO
- **Top Industries:** Marketing and Advertising, Information Technology and Services
- **Company Size:** 81% Small, 16% Medium

#### What Do G2 Reviewers Say About Gmelius?

_AI-generated summary from verified user reviews_

##### Pros

- Users find Gmelius to be **extremely user-friendly** , streamlining their work processes and simplifying inbox management.
- Users love the **easy email assignment and note-taking** features of Gmelius, enhancing team communication and workflow.
- Users value the **seamless collaboration** tools of Gmelius, enhancing organization and keeping teams aligned effortlessly.
- 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 streamlining communication.

##### Cons

- Users experience significant **email management issues** with Gmelius, including slow loading times and ineffective search functions.
- Users find Gmelius lacking in **advanced mobile features** , making email management on the go challenging.
- Users experience **performance issues** with Gmelius, citing slow email loading times and inefficient bulk task management.
- Users experience significant **email loading delays** with Gmelius, leading to frustration and inefficiency in email management.
- Users find the **learning curve steep** , requiring additional training and guidance for effective software deployment.

#### What Are Recent G2 Reviews of Gmelius?

**["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)

**["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)

#### What Are G2 Users Discussing About Gmelius?

- [What is Gmelius used for?](https://www.g2.com/discussions/what-is-gmelius-used-for)

### [Deskpro](https://www.g2.com/products/deskpro/reviews)

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.

**Average Rating:** 4.2/5.0

**Total Reviews:** 97

#### How Do G2 Users Rate Deskpro?

- **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.0/10)
- **Workflow:** 8.6/10 (Category avg: 8.7/10)
- **Customization :** 8.1/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.2/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Deskpro?

- **Seller:** [Deskpro](https://www.g2.com/sellers/deskpro)
- **Company Website:** www.deskpro.com
- **Year Founded:** 2002
- **HQ Location:** Austin, TX
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4db02fb9b42bdf20a2f81bdd710c6e4e170d3626e0cd0605a3125035786aa826&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1178218%2F&secure%5Burl_type%5D=linkedin_company_website)  
69 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Computer & Network Security
- **Company Size:** 46% Small, 45% Medium

#### What Do G2 Reviewers Say About Deskpro?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **ease of use** of Deskpro, highlighting its flexibility and friendly interface for quick setup.
- Users value the **flexibility and customization** of Deskpro, enhancing their help desk management with tailored features.
- Users find Deskpro's **flexibility and user-friendly interface** invaluable for customization and efficient help desk management.
- Users praise the **exceptional customer support** of Deskpro, highlighting fast responses and smooth upgrade assistance.
- Users value the **customizability** of Deskpro, allowing tailored experiences and seamless integration with various workflows.

##### Cons

- Users often experience **ticketing issues** with Deskpro, including incorrect ticket creation and slow support responses.
- Users find the **limited features** of Deskpro's knowledge base editor frustrating and cumbersome for article creation.
- Users experience issues with **ticket management** , including unexpected new ticket creation and frequent system logouts.
- Users find the **interface not intuitive** , making it difficult to navigate and perform basic tasks efficiently.
- Users struggle with **UX issues** in Deskpro, citing a confusing interface and slow performance that hinders usability.

#### What Are Recent G2 Reviews of Deskpro?

**["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)

**["Efficient Ticket Management with Minor Formatting Hiccups"](https://www.g2.com/survey_responses/deskpro-review-12317561)**

**Rating:** 4.0/5.0 stars

_— Paul C._

[Read full review](https://www.g2.com/survey_responses/deskpro-review-12317561)

#### 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

### [Dixa](https://www.g2.com/products/dixa/reviews)

Dixa is the agentic customer service platform behind exceptional ecommerce brands. We help customer service leaders resolve issues faster, deliver better experiences at scale, and grow support without proportional headcount. Dixa combines a helpdesk and a contact center in one platform, with every channel, phone, email, live chat, WhatsApp, Instagram, Facebook Messenger, and SMS, included natively in every plan. Mim, Dixa's AI agent, resolves customer inquiries end to end (processing refunds, updating orders, answering FAQs) across chat, email, WhatsApp, and more, then hands off to a human with full context when judgment or empathy is needed. AI Co-Pilot assists agents in real time with suggested replies, translation, and conversation summaries. Dixa's Conversation Engine gives teams a visual, no-code way to build routing rules, automations, and escalations without engineering support. Real-time dashboards and Auto QA give managers visibility into performance and quality without manual reporting. Dixa serves 1,000+ ecommerce brands across 42 countries, including Rapha, Oliver Bonas, Charles Tyrwhitt, Mytheresa, and tink. Founded in Copenhagen in 2015, Dixa has raised $158M, including a $105M Series C led by General Atlantic.

**Average Rating:** 4.2/5.0

**Total Reviews:** 380

#### How Do G2 Users Rate Dixa?

- **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.0/10)
- **Workflow:** 8.6/10 (Category avg: 8.7/10)
- **Customization :** 7.7/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.6/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Dixa?

- **Seller:** [Dixa](https://www.g2.com/sellers/dixa)
- **Year Founded:** 2015
- **HQ Location:** Copenhagen, Capital Region
- **Twitter:** @DixaApp  
2,708 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=22b0d008d855f83a6526193189c4d49574d61e3d4938caf9b7568370fbf47afb&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F10072046%2F&secure%5Burl_type%5D=linkedin_company_website)  
153 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Customer Service Agent
- **Top Industries:** Retail, Leisure, Travel & Tourism
- **Company Size:** 53% Medium, 43% Small

#### What Do G2 Reviewers Say About Dixa?

_AI-generated summary from verified user reviews_

##### Pros

- Users love the **ease of use** of Dixa, finding it intuitive and straightforward for seamless customer interactions.
- Users value the **user-friendly interface** of Dixa, making customer interaction smooth and efficient across all channels.
- Users appreciate the **responsive customer support** of Dixa, ensuring smooth interactions and resolving issues promptly.
- Users find Dixa to be very **intuitive and easy to use** , making customer interactions smooth and efficient.
- Users commend Dixa for its **efficiency** , facilitating seamless management of customer interactions and saving valuable time.

##### Cons

- Users express concern over **limited features** , particularly in automation, analytics, language support, and third-party integration.
- Users note the **limited features** of Dixa, particularly in automation, analytics, and language support, affecting overall usability.
- Users express concerns about the **limited features** of Dixa, particularly in automation, analytics, and language support.
- Users experience various **chat functionality issues** with Dixa, including glitches and limitations in support features.
- Users find the **lack of clarity** in analytics and feature limitations hinder effective use of Dixa's capabilities.

#### What Are Recent G2 Reviews of Dixa?

**["Fantastic software, onboarding, customer service and overall experience!"](https://www.g2.com/survey_responses/dixa-review-11206297)**

**Rating:** 5.0/5.0 stars

_— Sofie G._

[Read full review](https://www.g2.com/survey_responses/dixa-review-11206297)

**["Streamlined omnichannel support with room to grow"](https://www.g2.com/survey_responses/dixa-review-11702730)**

**Rating:** 4.0/5.0 stars

_— Rodrigo M._

[Read full review](https://www.g2.com/survey_responses/dixa-review-11702730)

#### What Are G2 Users Discussing About Dixa?

- [What is Dixa used for?](https://www.g2.com/discussions/what-is-dixa-used-for)

### [Vtiger All-In-One CRM](https://www.g2.com/products/vtiger-all-in-one-crm/reviews)

Vtiger’s mission is to build software that gives customer-facing teams at small- and medium-sized businesses the ability to create fruitful and enduring relationships with customers. Vtiger CRM provides you a 360-degree view of all your customer information in one place and helps you optimize your sales, support, and marketing touch-points with real-time actions and conversational Insights. Vtiger CRM helps teams create delightful experiences across the entire customer lifecycle - AI-powered CRM and robust automation tools help sales teams to focus on the right deals and deliver growth. With Vtiger, get a unified CRM to break silos and get marketing, sales, and support on the same page with a single source of truth. Deliver exceptional customer experience and support by engaging with your customers across multiple channels. Manage your work on the go with our mobile applications for both Android and iOS.

**Average Rating:** 4.3/5.0

**Total Reviews:** 389

#### How Do G2 Users Rate Vtiger All-In-One CRM?

- **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.0/10)
- **Workflow:** 8.5/10 (Category avg: 8.7/10)
- **Customization :** 8.4/10 (Category avg: 8.4/10)
- **Customer Portal:** 7.8/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Vtiger All-In-One CRM?

- **Seller:** [Vtiger](https://www.g2.com/sellers/vtiger)
- **Year Founded:** 2004
- **HQ Location:** Cupertino, California
- **Twitter:** @vtigercrm  
2,678 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4add42c905d5c680bf30dcd326fe05bdee0159fdac877f842e73a865e1e945d8&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1270573%2F&secure%5Burl_type%5D=linkedin_company_website)  
246 employees on LinkedIn®
- **Phone:** 1-877-784-9277

#### Who Uses This Product?

- **Who Uses This:** CEO, Managing Director
- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 68% Small, 30% Medium

#### What Do G2 Reviewers Say About Vtiger All-In-One CRM?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **affordability** of Vtiger All-In-One CRM, making it accessible for small organizations.
- Users find the **call management feature** in Vtiger CRM helpful for tracking customer interactions effectively.
- Users value the **customizability** of Vtiger All-In-One CRM, enabling tailored solutions for unique business needs.
- Users value the **customization options** in Vtiger All-In-One CRM for tracking specific customer needs effectively.
- Users love the **ease of use** of Vtiger All-In-One CRM, requiring no complex training for effective application.

##### Cons

- Users note a **lack of essential features** in Vtiger All-In-One CRM compared to other CRM systems like SAP.
- Users report **persistent bugs** and poor customer support, leading to frustrating experiences and unresolved migration issues.
- Users report significant **CRM issues** with Vtiger, citing poor customer service and migration errors leading to frustration.
- Users find Vtiger's interface **not intuitive** , complicating setup and hindering effective use of the system.
- Users report that Vtiger can be **not user-friendly** , citing difficulties with setup and poor customer service throughout the process.

#### What Are Recent G2 Reviews of Vtiger All-In-One CRM?

**["All-in-One Vtiger Platform That Boosts Productivity and Team Coordination"](https://www.g2.com/survey_responses/vtiger-all-in-one-crm-review-12792429)**

**Rating:** 4.0/5.0 stars

_— Verified User in Oil & Energy_

[Read full review](https://www.g2.com/survey_responses/vtiger-all-in-one-crm-review-12792429)

**["Easy to use"](https://www.g2.com/survey_responses/vtiger-all-in-one-crm-review-6885870)**

**Rating:** 5.0/5.0 stars

_— Mbuso H._

[Read full review](https://www.g2.com/survey_responses/vtiger-all-in-one-crm-review-6885870)

#### What Are G2 Users Discussing About Vtiger All-In-One CRM?

- [What is Vtiger All-In-One CRM used for?](https://www.g2.com/discussions/what-is-vtiger-all-in-one-crm-used-for)
- [What is CRM in management?](https://www.g2.com/discussions/vtiger-all-in-one-crm-what-is-crm-in-management)
- [Is vtiger free?](https://www.g2.com/discussions/is-vtiger-free)
- [How do CRM systems work?](https://www.g2.com/discussions/how-do-crm-systems-work)
- [What is the use of vtiger CRM?](https://www.g2.com/discussions/vtiger-all-in-one-crm-what-is-the-use-of-vtiger-crm)

### [Vision Helpdesk](https://www.g2.com/products/vision-helpdesk/reviews)

Vision Helpdesk is 14 years young and serves 20000+ customers, It offers the best customer service tools - solutions for every size business. 1) Help Desk Software (Multi-Channel Help Desk) 2) Satellite Desk (Multi-Company / Brand Help Desk) 3) Service Desk (ITIL / ITSM Desk) - PinkVerify Certified 4) Live Chat Software Vision Helpdesk offers SaaS and Download versions of above all products. It starts as low as $8 per mo per staff agent.

**Average Rating:** 4.6/5.0

**Total Reviews:** 93

#### How Do G2 Users Rate Vision Helpdesk?

- **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.0/10)
- **Workflow:** 8.9/10 (Category avg: 8.7/10)
- **Customization :** 8.4/10 (Category avg: 8.4/10)
- **Customer Portal:** 9.2/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Vision Helpdesk?

- **Seller:** [Vision Helpdesk](https://www.g2.com/sellers/vision-helpdesk)
- **Year Founded:** 2005
- **HQ Location:** Nasik
- **Twitter:** @visionhelpdesk  
1,346 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=02ed301dfb6f91c033e8560cbc8b15ffdbbfc614045fa7bedba32ad419241ba7&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2276513%2F&secure%5Burl_type%5D=linkedin_company_website)  
10 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Non-Profit Organization Management, Information Technology and Services
- **Company Size:** 61% Small, 34% Medium

#### What Do G2 Reviewers Say About Vision Helpdesk?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **user-friendly interface** and **multi-channel support** features of Vision Helpdesk for efficient ticket management.
- Users appreciate the **automation features** of Vision Helpdesk, enhancing productivity and streamlining ticket management effectively.
- Users appreciate the **ease of use** of Vision Helpdesk, which simplifies ticket management and enhances overall productivity.
- Users benefit from the **efficient ticketing system** of Vision Helpdesk, streamlining workflows and enhancing productivity.
- Users appreciate the **automation features** of Vision Helpdesk, significantly boosting productivity and streamlining ticket management.

##### Cons

- Users find the **steep learning curve** of Vision Helpdesk challenging, requiring significant time and training to master.
- Users often find **limited customization** options in Vision Helpdesk, restricting the ability to meet specific business needs effectively.
- Users find the **complex user interface** of Vision Helpdesk overwhelming, posing a steep learning curve for new users.
- Users find the **outdated and complex user interface** of Vision Helpdesk overwhelming, particularly for newcomers.
- Users struggle with **lack of resources** for automation and documentation, making it hard to access important data.

#### What Are Recent G2 Reviews of Vision Helpdesk?

**["Excellent experience using Vision helpdesk software"](https://www.g2.com/survey_responses/vision-helpdesk-review-6990362)**

**Rating:** 5.0/5.0 stars

_— Abhishek B._

[Read full review](https://www.g2.com/survey_responses/vision-helpdesk-review-6990362)

**["Advantages"](https://www.g2.com/survey_responses/vision-helpdesk-review-11644001)**

**Rating:** 5.0/5.0 stars

_— Himanshu P._

[Read full review](https://www.g2.com/survey_responses/vision-helpdesk-review-11644001)

#### What Are G2 Users Discussing About Vision Helpdesk?

- [What improvements would you recommend for Vision Helpdesk to better meet your customer support needs?](https://www.g2.com/discussions/what-improvements-would-you-recommend-for-vision-helpdesk-to-better-meet-your-customer-support-needs)

### [GrooveHQ](https://www.g2.com/products/groovehq/reviews)

The refreshingly simple yet powerful alternative to Zendesk. Over 2,000 small businesses use Groove's help desk software to centralize and automate their customer support.

**Average Rating:** 4.6/5.0

**Total Reviews:** 194

#### How Do G2 Users Rate GrooveHQ?

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.0/10)
- **Workflow:** 8.9/10 (Category avg: 8.7/10)
- **Customization :** 8.1/10 (Category avg: 8.4/10)
- **Customer Portal:** 9.1/10 (Category avg: 8.6/10)

#### Who Is the Company Behind GrooveHQ?

- **Seller:** [GrooveHQ](https://www.g2.com/sellers/groovehq)
- **Year Founded:** 2011
- **HQ Location:** Newport, RI
- **Twitter:** @Groove  
6,683 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2db68443dcdcb50507b1bfd9b1756ae979bf841108c725b197b643bd703360ce&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F3150436%2F&secure%5Burl_type%5D=linkedin_company_website)  
54 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 77% Small, 22% Medium

#### What Do G2 Reviewers Say About GrooveHQ?

_AI-generated summary from verified user reviews_

##### Pros

- Users commend GrooveHQ for its **responsive customer support** , enhancing collaboration and clarity in managing queries effectively.
- Users value the **helpful reminders** from GrooveHQ, making follow-ups and support management seamless for teams.
- Users love how GrooveHQ's **automation** feature ensures that nothing slips through the cracks, providing timely follow-ups.
- Users praise GrooveHQ's **ease of use** , benefiting from collaborative tools and responsive support for efficient management.
- Users praise the **easy setup** of GrooveHQ, highlighting responsive support and clear help resources that enhance collaboration.

##### Cons

- Users face **chat functionality issues** , as it's all or nothing for including parts of conversations in responses.
- Users express frustration over the **lack of selective comment inclusion** , leading to disjointed conversations across platforms.
- Users struggle with **email communication issues** , wishing to selectively include parts of conversations without reverting to other platforms.
- Users face challenges with **limited issue resolution options** , making it hard to select relevant conversation parts when forwarding.
- Users find **merging tickets cumbersome** , which complicates their workflow and hampers efficiency in GrooveHQ.

#### What Are Recent G2 Reviews of GrooveHQ?

**["Never Miss a Beat with This Reliable Tool"](https://www.g2.com/survey_responses/groovehq-review-11991950)**

**Rating:** 5.0/5.0 stars

_— Shannon F._

[Read full review](https://www.g2.com/survey_responses/groovehq-review-11991950)

**["Game-Changer for Team Transparency with Minor Glitches"](https://www.g2.com/survey_responses/groovehq-review-12704475)**

**Rating:** 4.0/5.0 stars

_— Katie F._

[Read full review](https://www.g2.com/survey_responses/groovehq-review-12704475)

#### What Are G2 Users Discussing About GrooveHQ?

- [What is GrooveHQ used for?](https://www.g2.com/discussions/what-is-groovehq-used-for)
- [What does GrooveHQ do?](https://www.g2.com/discussions/what-does-groovehq-do)
- [How much does groove cost?](https://www.g2.com/discussions/groovehq-how-much-does-groove-cost)
- [What is Groove software?](https://www.g2.com/discussions/what-is-groove-software)
- [What is GrooveHQ?](https://www.g2.com/discussions/what-is-groovehq)

### [Kayako](https://www.g2.com/products/kayako/reviews)

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.

**Average Rating:** 4.1/5.0

**Total Reviews:** 225

#### How Do G2 Users Rate Kayako?

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.0/10)
- **Workflow:** 8.1/10 (Category avg: 8.7/10)
- **Customization :** 7.9/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.4/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Kayako?

- **Seller:** [Kayako](https://www.g2.com/sellers/kayako)
- **Year Founded:** 2001
- **HQ Location:** N/A
- **Twitter:** @Kayako  
9,448 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=daccafbb74f35ad1bedefc8e6ca3b84e0ac04dac05541aaf4799770c723a1d5b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fkayako%2F&secure%5Burl_type%5D=linkedin_company_website)  
60 employees on LinkedIn®
- **Phone:** +1 (888) 952-9256

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 53% Small, 35% Medium

#### What Do G2 Reviewers Say About Kayako?

_AI-generated summary from verified user reviews_

##### Pros

- Users praise the **contextual AI suggestions** in Kayako, enhancing response accuracy and reducing guesswork for support agents.
- Users value the **contextual AI efficiency** of Kayako, enhancing support responsiveness and accuracy in addressing customer needs.
- Users appreciate the **contextual AI technology** in Kayako, which significantly enhances support agents' efficiency and accuracy.
- Users value the **contextual automated responses** of Kayako, enhancing support with relevant AI-generated suggestions.
- Users appreciate the **contextual responsiveness** of Kayako's AI, enhancing support with accurate and relevant suggestions.

##### Cons

- Users find the **mobile experience lacking intuitiveness** , making it challenging for agents in the field or after hours.
- Users find the **mobile experience lacking** , stating it's not ideal for agents needing accessibility on-the-go.
- Users find the **mobile experience lacking** , making it inconvenient for agents needing quick access on-the-go.
- Users feel the **mobile experience is underdeveloped** , making it challenging for agents to use effectively on-the-go.

#### 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 Kayako com?](https://www.g2.com/discussions/what-is-kayako-com)
- [What is Kayako ticketing system?](https://www.g2.com/discussions/what-is-kayako-ticketing-system)

### [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews)

Spiceworks Cloud Help Desk (CHD) is a purpose-built IT help desk software designed for internal IT teams. Whether you’re a solo admin or a full help desk staff, CHD provides a fast, easy ticketing system with automation, workflows, and reporting that reduce manual work and improve response times. CHD includes a free Core plan for up to five seats, and a Premium plan that includes features that include tasklists, bulk actions, and live chat support (24/5), all with an ad-free experience and flexible monthly or annual subscription options. Learn more about both plan types at https://www.spiceworks.com/free-cloud-help-desk-software/

**Average Rating:** 4.3/5.0

**Total Reviews:** 309

#### How Do G2 Users Rate Spiceworks Cloud Help Desk?

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.0/10)
- **Workflow:** 8.8/10 (Category avg: 8.7/10)
- **Customization :** 7.4/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.3/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Spiceworks Cloud Help Desk?

- **Seller:** [Ziff Davis](https://www.g2.com/sellers/ziff-davis)
- **Year Founded:** 1995
- **HQ Location:** New York
- **Twitter:** @ziffdavis  
1,426 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f604f93327beaf881116f44da9d5e2af34a847a06bc4eef7e73326edeb4d40e4&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fziff-davis-inc%2F&secure%5Burl_type%5D=linkedin_company_website)  
6,678 employees on LinkedIn®
- **Ownership:** NASDAQ: ZD

#### Who Uses This Product?

- **Who Uses This:** IT Manager, Network Administrator
- **Top Industries:** Information Technology and Services, Education Management
- **Company Size:** 65% Medium, 23% Small

#### What Do G2 Reviewers Say About Spiceworks Cloud Help Desk?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **collaboration features** of Spiceworks Cloud Help Desk, enhancing teamwork and streamlining ticket management.
- Users value the **communication efficiency** of Spiceworks Cloud Help Desk, enhancing collaboration and streamlining ticket management.
- Users value the **efficient ticket submission and tracking** in Spiceworks Cloud Help Desk, enhancing collaboration and insights.
- Users value the **efficient ticket management** in Spiceworks Cloud Help Desk, enhancing collaboration and reporting insights.
- Users value the **effective team collaboration** in Spiceworks Cloud Help Desk, enhancing ticket management and overall productivity.

##### Cons

- Users experience **connectivity issues** with delayed notifications and challenges in integration and mobile app features.
- Users report **integration issues** that hinder connectivity with other systems and experience delays in notifications and responses.
- Users find the **limited functionality** of Spiceworks Cloud Help Desk frustrating, especially with missing features and delayed notifications.
- Users find the **missing features** in the mobile app and delays in email notifications frustrating.
- Users face **notification issues** with delayed emails, missing mobile features, and challenges in system integration.

#### What Are Recent G2 Reviews of Spiceworks Cloud Help Desk?

**["Free Solution for IT Help Desk: Spiceworks Cloud Help Desk"](https://www.g2.com/survey_responses/spiceworks-cloud-help-desk-review-8708680)**

**Rating:** 5.0/5.0 stars

_— Serkan Y._

[Read full review](https://www.g2.com/survey_responses/spiceworks-cloud-help-desk-review-8708680)

**["My smooth sailing journey with Spiceworks Helpdesk"](https://www.g2.com/survey_responses/spiceworks-cloud-help-desk-review-8525656)**

**Rating:** 4.5/5.0 stars

_— Verified User in Logistics and Supply Chain_

[Read full review](https://www.g2.com/survey_responses/spiceworks-cloud-help-desk-review-8525656)

#### What Are G2 Users Discussing About Spiceworks Cloud Help Desk?

- [What is Spiceworks Cloud Help Desk used for?](https://www.g2.com/discussions/what-is-spiceworks-cloud-help-desk-used-for) - 1 comment

### [Jitbit Helpdesk](https://www.g2.com/products/jitbit-helpdesk/reviews)

Jitbit Helpdesk is a great support ticketing system, offered both as a SaaS and "on-premise" versions at a very reasonable price. Comes with a mobile app, powerful integrations, SAML- and windows-integrated authentication. Not to mention all the standard helpdesk feature, like Knowledge base, file attachments, email integration, live updates, agent collision detection, and all the rest

**Average Rating:** 4.3/5.0

**Total Reviews:** 53

#### How Do G2 Users Rate Jitbit Helpdesk?

- **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.0/10)
- **Workflow:** 8.0/10 (Category avg: 8.7/10)
- **Customization :** 8.5/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.4/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Jitbit Helpdesk?

- **Seller:** [Jitbit Software](https://www.g2.com/sellers/jitbit-software-1d6d9da2-3fd1-44b2-b19c-a2b77e0ea122)
- **Year Founded:** 2004
- **HQ Location:** Edinburgh, Scotland
- **Twitter:** @jitbithelpdesk  
350 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=3e17601bdc25bf0f7119483e93f102b517d85441dba4e0c6ac15ffbf2e03c60a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F352453%2F&secure%5Burl_type%5D=linkedin_company_website)  
5 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services
- **Company Size:** 66% Medium, 26% Large

#### What Do G2 Reviewers Say About Jitbit Helpdesk?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **customizability** of Jitbit Helpdesk, enabling them to tailor the ticketing system to their needs.
- Users value the **customization** of Jitbit Helpdesk, allowing tailored ticketing solutions for their specific needs.

##### Cons

- Users note the **old school design** and fewer features compared to pricier competitors, affecting overall scalability.
- Users note the **limited features** of Jitbit Helpdesk compared to pricier competitors, impacting its overall effectiveness.
- Users criticize Jitbit Helpdesk for its **poor performance** , citing outdated design and lack of features compared to competitors.

#### What Are Recent G2 Reviews of Jitbit Helpdesk?

**["Streamlined Membership Support with Automation Enhancements"](https://www.g2.com/survey_responses/jitbit-helpdesk-review-7590381)**

**Rating:** 5.0/5.0 stars

_— Verified User in Legal Services_

[Read full review](https://www.g2.com/survey_responses/jitbit-helpdesk-review-7590381)

**["Excellent Ticketing Tool for all Industry types"](https://www.g2.com/survey_responses/jitbit-helpdesk-review-11388929)**

**Rating:** 5.0/5.0 stars

_— Luis M._

[Read full review](https://www.g2.com/survey_responses/jitbit-helpdesk-review-11388929)

#### What Are G2 Users Discussing About Jitbit Helpdesk?

- [What is Jitbit Helpdesk used for?](https://www.g2.com/discussions/what-is-jitbit-helpdesk-used-for)
- [How does help desk software work?](https://www.g2.com/discussions/jitbit-helpdesk-how-does-help-desk-software-work)
- [What is the best help desk software?](https://www.g2.com/discussions/what-is-the-best-help-desk-software)
- [What makes a good ticketing system?](https://www.g2.com/discussions/what-makes-a-good-ticketing-system)
- [What is jitbit?](https://www.g2.com/discussions/what-is-jitbit)

### [ProProfs Help Desk](https://www.g2.com/products/proprofs-help-desk/reviews)

ProProfs Help Desk is a cloud-based customer support tool designed to help businesses build positive relationships with their customers. It provides a centralized information and support management dashboard, helping businesses handle their internal and external queries more efficiently. Key features of ProProfs Help Desk: Fast and effective ticket resolution ProProfs Help Desk plays a critical role in fast and effective ticket resolution, as tickets are assigned to the concerned individuals and teams. Tickets get resolved faster due to ticket prioritization, internal commenting and canned responses. Shared Inbox ProProfs helpdesk ticketing system enables managers and system administrators to efficiently manage customer-facing inboxes such as contact@, billing@, help@, support@, and sales@. Admin can assign tickets for faster resolution. Canned Responses Canned responses help agents to automatically communicate with their customers and also maintain brand consistency. Your customers don’t have to wait for an answer until the resolution of their queries. On the part of the agents, they don’t have to waste their time and energy in answering the same queries. Issue Tracking Tracking customer issues, requests, and bugs is a primary feature of ProProfs Help Desk system. Tickets are not missed, left unattended or, unresolved using this customer support tool. Reporting and Analytics ProProfs Help Desk comes integrated with a survey tool that enables businesses to capture customer feedback in real-time through customer and NPS (Net Promoter Score) surveys. The customer feedback helps to improve agent performance and customer experience. ProProfs Help Desk comes packed with other powerful features as well.

**Average Rating:** 4.7/5.0

**Total Reviews:** 16

#### How Do G2 Users Rate ProProfs Help Desk?

- **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.0/10)
- **Workflow:** 8.8/10 (Category avg: 8.7/10)
- **Customization :** 10.0/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.8/10 (Category avg: 8.6/10)

#### Who Is the Company Behind ProProfs Help Desk?

- **Seller:** [ProProfs](https://www.g2.com/sellers/proprofs)
- **Year Founded:** 2009
- **HQ Location:** Los Angeles, CA
- **Twitter:** @ProProfs  
4,731 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9acb8211ef0b8540d9c8ef7ba6681ff4d087fdc62ea17b3bc0a016852fbdef85&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F9492925%2F&secure%5Burl_type%5D=linkedin_company_website)  
215 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Computer Software
- **Company Size:** 83% Small, 22% Medium

#### What Are Recent G2 Reviews of ProProfs Help Desk?

**["Their support team is super-friendly & always available!"](https://www.g2.com/survey_responses/proprofs-help-desk-review-5472385)**

**Rating:** 4.5/5.0 stars

_— Saurabh A._

[Read full review](https://www.g2.com/survey_responses/proprofs-help-desk-review-5472385)

**["Loaded with robust ticketing features"](https://www.g2.com/survey_responses/proprofs-help-desk-review-5409402)**

**Rating:** 4.5/5.0 stars

_— Ashu R._

[Read full review](https://www.g2.com/survey_responses/proprofs-help-desk-review-5409402)

#### What Are G2 Users Discussing About ProProfs Help Desk?

- [What is ProProfs Help Desk used for?](https://www.g2.com/discussions/what-is-proprofs-help-desk-used-for)

### [Deskero](https://www.g2.com/products/deskero/reviews)

Simple help desk software for effective customer engagement - Deskero brings you new ways to interact with clients, engaging them in personal conversations through a simple, effective, no-frills satisfaction platform.

**Average Rating:** 4.3/5.0

**Total Reviews:** 60

#### How Do G2 Users Rate Deskero?

- **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.0/10)
- **Workflow:** 8.7/10 (Category avg: 8.7/10)
- **Customization :** 8.3/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.8/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Deskero?

- **Seller:** [Nabra ltd](https://www.g2.com/sellers/nabra-ltd)
- **Year Founded:** 2012
- **HQ Location:** London, United Kingdom
- **Twitter:** @deskerocare  
3,571 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=33192a50bb19be44080ec67ce7fc34186ea5fe23cb1bc94484eb64edb7a71e74&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2664605%2F&secure%5Burl_type%5D=linkedin_company_website)  
3 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 66% Small, 27% Medium

#### What Are Recent G2 Reviews of Deskero?

**["General evaluation"](https://www.g2.com/survey_responses/deskero-review-4685815)**

**Rating:** 5.0/5.0 stars

_— Miguel O._

[Read full review](https://www.g2.com/survey_responses/deskero-review-4685815)

**["Deskero offers a comprehensive set of tools for businesses"](https://www.g2.com/survey_responses/deskero-review-8183038)**

**Rating:** 4.5/5.0 stars

_— AJAY S._

[Read full review](https://www.g2.com/survey_responses/deskero-review-8183038)

#### What Are G2 Users Discussing About Deskero?

- [What is Deskero used for?](https://www.g2.com/discussions/what-is-deskero-used-for)

### [UseResponse](https://www.g2.com/products/useresponse/reviews)

UseResponse is a powerful Customer Support & Feedback Suite that combines the functionality of Omni-channel Support Ticketing Center, Feedback Community Forum, Live Chat , and Knowledge Base. UseResponse helps companies to improve customer support by introducing better customer self-service with the help of smart automation, chatbots, public communities, and embeddable knowledge base functionality. The system is highly customizable and can be used as SaaS & Self-Hosted solution with 100 % open code.

**Average Rating:** 4.5/5.0

**Total Reviews:** 22

#### How Do G2 Users Rate UseResponse?

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.0/10)
- **Workflow:** 8.7/10 (Category avg: 8.7/10)
- **Customization :** 8.7/10 (Category avg: 8.4/10)
- **Customer Portal:** 9.0/10 (Category avg: 8.6/10)

#### Who Is the Company Behind UseResponse?

- **Seller:** [UseResponse](https://www.g2.com/sellers/useresponse)
- **Year Founded:** 2014
- **HQ Location:** Long Beach, NY
- **Twitter:** @Use\_Response  
183 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website)  
1 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services
- **Company Size:** 45% Medium, 41% Small

#### What Are Recent G2 Reviews of UseResponse?

**["Great Software and Great Team behind"](https://www.g2.com/survey_responses/useresponse-review-4640663)**

**Rating:** 4.5/5.0 stars

_— Michaela E._

[Read full review](https://www.g2.com/survey_responses/useresponse-review-4640663)

**["Easy to use, highly customizable and a customer support that is second to none"](https://www.g2.com/survey_responses/useresponse-review-4630893)**

**Rating:** 5.0/5.0 stars

_— Lennert S._

[Read full review](https://www.g2.com/survey_responses/useresponse-review-4630893)

#### What Are G2 Users Discussing About UseResponse?

- [What is UseResponse used for?](https://www.g2.com/discussions/what-is-useresponse-used-for)

### [Dynamics 365 Customer Service](https://www.g2.com/products/dynamics-365-customer-service/reviews)

Microsoft Dynamics 365 Customer Service is a comprehensive solution designed to empower organizations to deliver exceptional, personalized customer support across multiple channels. By integrating advanced AI capabilities, it streamlines case management, enhances agent productivity, and provides actionable insights to improve customer satisfaction and loyalty. Key Features and Functionality: - Omnichannel Engagement: Facilitates seamless interactions across various platforms, including chat, email, social media, and voice, ensuring a consistent customer experience. - AI-Powered Insights: Utilizes artificial intelligence to offer predictive analytics, sentiment analysis, and recommended actions, enabling proactive and informed decision-making. - Case Management: Automates the case lifecycle, reducing handling times and alleviating manual tasks for service representatives. - Knowledge Management: Maintains an up-to-date repository of knowledge articles, assisting agents in resolving issues efficiently and enabling customer self-service. - Service Level Agreements (SLAs): Allows for the configuration and monitoring of response and resolution times, ensuring adherence to service standards. - Self-Service Portals: Empowers customers to find solutions independently through user-friendly portals, reducing the volume of direct service requests. Primary Value and Solutions Provided: Dynamics 365 Customer Service addresses the critical need for businesses to offer responsive, efficient, and personalized support. By automating routine tasks and providing AI-driven insights, it enables service representatives to focus on complex issues, thereby improving resolution times and customer satisfaction. The platform's omnichannel capabilities ensure that customers receive consistent support regardless of their preferred communication method, fostering loyalty and trust. Additionally, the integration of self-service options and knowledge management reduces operational costs and empowers customers to resolve issues independently. Overall, Dynamics 365 Customer Service enhances the efficiency of support operations, elevates the customer experience, and drives long-term business success.

**Average Rating:** 4.4/5.0

**Total Reviews:** 28

#### How Do G2 Users Rate Dynamics 365 Customer Service?

- **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.0/10)
- **Workflow:** 8.8/10 (Category avg: 8.7/10)
- **Customization :** 8.9/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.3/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Dynamics 365 Customer Service?

- **Seller:** [Microsoft](https://www.g2.com/sellers/microsoft)
- **Year Founded:** 1975
- **HQ Location:** Redmond, Washington
- **Twitter:** @microsoft  
13,091,739 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9458f51bd6ded48ad432a804f19ad736469f007787569b63827154231c315630&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fmicrosoft%2F&secure%5Burl_type%5D=linkedin_company_website)  
231,632 employees on LinkedIn®
- **Ownership:** MSFT

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services
- **Company Size:** 47% Medium, 31% Large

#### What Do G2 Reviewers Say About Dynamics 365 Customer Service?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **automation capabilities** of Dynamics 365 Customer Service, enhancing efficiency in managing workflows and support.
- Users appreciate the **ease of use** in Dynamics 365 Customer Service, streamlining case tracking and support management.
- Users value the **efficiency** of Dynamics 365 Customer Service for streamlining case tracking and support workflows.
- Users find the **helpful metric charts** effective for tracking cases, managing workflows, and delivering timely support.
- Users appreciate the **seamless integration** with other Dynamics models, enhancing efficiency and streamlining operations.

##### Cons

- Users experience a **frustrating lack of customization** in Dynamics 365, hindering workspace optimization and efficiency.
- Users experience **limited functionality** with Dynamics 365 due to layout inflexibility and inefficient lookup processes.
- Users find the interface of Dynamics 365 Customer Service **not intuitive** , hindering effective utilization of key features.
- Users struggle with the **difficult setup** of Dynamics 365 Customer Service, facing issues with form layout and performance.
- Users experience **inefficiency** due to slow lookup fields and high memory consumption, hindering overall productivity.

#### What Are Recent G2 Reviews of Dynamics 365 Customer Service?

**["Comprehensive CRM for Customer Success"](https://www.g2.com/survey_responses/dynamics-365-customer-service-review-11685156)**

**Rating:** 4.5/5.0 stars

_— Mandla N._

[Read full review](https://www.g2.com/survey_responses/dynamics-365-customer-service-review-11685156)

**["AI-Driven Efficiency with Some Performance Hiccups"](https://www.g2.com/survey_responses/dynamics-365-customer-service-review-12541900)**

**Rating:** 4.5/5.0 stars

_— SREENITHYA V._

[Read full review](https://www.g2.com/survey_responses/dynamics-365-customer-service-review-12541900)

#### What Are G2 Users Discussing About Dynamics 365 Customer Service?

- [What are the services available in Dynamics 365?](https://www.g2.com/discussions/what-are-the-services-available-in-dynamics-365)
- [What does Microsoft Dynamics 365 customer engagement include?](https://www.g2.com/discussions/what-does-microsoft-dynamics-365-customer-engagement-include)
- [What are the features of Microsoft Dynamics 365?](https://www.g2.com/discussions/dynamics-365-customer-service-what-are-the-features-of-microsoft-dynamics-365)
- [What is Dynamics 365 customer service module?](https://www.g2.com/discussions/what-is-dynamics-365-customer-service-module)

### [OTRS](https://www.g2.com/products/otrs/reviews)

OTRS is a comprehensive service management suite designed to streamline customer service operations by organizing and automating communication processes. It enables businesses to efficiently handle customer inquiries, support requests, and internal communications through a centralized platform. With its user-friendly web interface, OTRS ensures seamless ticket management, workflow automation, and multi-channel communication, including email, phone, and chat. This flexibility allows service teams to deliver timely and consistent support, enhancing overall customer satisfaction. Key Features and Functionality: - Ticket Management: Organizes and prioritizes customer inquiries to prevent requests from being lost, ensuring efficient tracking and resolution. - Workflow Automation: Automates repetitive tasks and processes, reducing manual effort and minimizing errors. - Multi-Channel Communication: Supports various communication channels, including email, phone, chat, and web forms, allowing customers to reach out through their preferred methods. - Customer Self-Service Portal: Provides customers with online access to submit requests, track their status, and access a knowledge base for self-help resources. - Reporting and Analytics: Offers robust reporting tools to monitor service performance, track key performance indicators (KPIs), and make data-driven decisions. - Customization and Integration: Allows for extensive customization to align with specific business needs and integrates seamlessly with existing systems like CRM and project management tools. Primary Value and Solutions Provided: OTRS enhances customer service quality by structuring communication and automating workflows, leading to faster response times and increased customer satisfaction. By centralizing all customer interactions and support processes, it ensures that no inquiry is overlooked, and service teams can manage their tasks more effectively. The self-service portal empowers customers to find solutions independently, reducing the volume of incoming requests and allowing agents to focus on more complex issues. Additionally, the comprehensive reporting capabilities enable businesses to monitor performance, identify areas for improvement, and make informed decisions to optimize their service operations.

**Average Rating:** 4.4/5.0

**Total Reviews:** 37

#### How Do G2 Users Rate OTRS?

- **Has the product been a good partner in doing business?:** 6.7/10 (Category avg: 9.0/10)
- **Workflow:** 8.9/10 (Category avg: 8.7/10)
- **Customization :** 6.7/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.4/10 (Category avg: 8.6/10)

#### Who Is the Company Behind OTRS?

- **Seller:** [OTRS Group](https://www.g2.com/sellers/otrs-group)
- **Company Website:** www.otrs.com
- **Year Founded:** 2003
- **HQ Location:** Oberursel, Germany
- **Twitter:** @OTRSGroup  
2,639 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=0e0bdecea00da2cca583422f5514412ec34a875ba23d77c2125fbcf6ea80782a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F154779%2F&secure%5Burl_type%5D=linkedin_company_website)  
113 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Pharmaceuticals
- **Company Size:** 61% Large, 32% Medium

#### What Do G2 Reviewers Say About OTRS?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **customizability** of OTRS, appreciating how easily they can tailor the system to their needs.
- Users value the **customization options** in OTRS, making it user-friendly and adaptable to their needs.
- Users love the **ease of use** of OTRS, finding it simple to navigate and customize to their needs.
- Users value the **centralized management** of OTRS, enabling efficient organization of customer communications.
- Users appreciate the **organization of communication** OTRS provides, keeping customer interactions streamlined and accessible.

##### Cons

- Users find **ticketing issues** problematic, with challenges in changing queues and lag during ticket creation.
- Users experience **limitations on simultaneous access** , which restricts collaboration within the OTRS platform.
- Users often experience **slow loading** , leading to frustrations when creating tickets within OTRS.
- Users experience **slow performance** with OTRS, leading to issues and frustrations when creating tickets.

#### What Are Recent G2 Reviews of OTRS?

**["Great Ticketing System"](https://www.g2.com/survey_responses/otrs-review-11701969)**

**Rating:** 4.0/5.0 stars

_— Verified User in Higher Education_

[Read full review](https://www.g2.com/survey_responses/otrs-review-11701969)

**["Review for the software used on day to day basis"](https://www.g2.com/survey_responses/otrs-review-10954006)**

**Rating:** 5.0/5.0 stars

_— Verified User in Internet_

[Read full review](https://www.g2.com/survey_responses/otrs-review-10954006)

#### What Are G2 Users Discussing About OTRS?

- [What is OTRS used for?](https://www.g2.com/discussions/what-is-otrs-used-for)
- [Which module transforms data into required format in OTRS?](https://www.g2.com/discussions/which-module-transforms-data-into-required-format-in-otrs)
- [How much does Otrs cost?](https://www.g2.com/discussions/how-much-does-otrs-cost)
- [What does Otrs mean?](https://www.g2.com/discussions/what-does-otrs-mean)
- [Why is a system such as OTRS necessary for service desks?](https://www.g2.com/discussions/why-is-a-system-such-as-otrs-necessary-for-service-desks)

### [AzureDesk](https://www.g2.com/products/azuredesk/reviews)

AzureDesk is an Helpdesk software with Easy access to Information & Support. AzureDesk centralizes all customer-facing information in a company that can be strategically used for effective customer service. AzureDesk - Only helpdesk software with all the "must have" features of enterprise class systems offered to all businesses at minimal cost to users.Try azuredesk.co today for 14 day trial .It provides ticketing system to track support cases, Sleek UI for Admin requests, 3rd party Integration with JIRA, Olark, Slack, Charge Desk & many other software, Reporting, Ticket Fields, Tabbed UI, Rules All the Support emails are converted in to the Ticket with a unique ticket id # which makes it easier to track. Notifications are received by Agents & Customers with the latest updates. Customer gets its own support portal as soon as company is registered with AzureDesk. Easy Access to admin portal to add all the FAQ, Topic & Articles to be displayed on Support portal. Unique Search Page is available that provides the search results with the first key stroke & it also searches all the FAQ, Topics & all the information available. Search option is also available with Ticket Id, Issue type, Priority for easier access. Display ticket is also available Inbuilt JIRA integration is also available to link new as well as existing tickets to the backend.

**Average Rating:** 4.4/5.0

**Total Reviews:** 33

#### How Do G2 Users Rate AzureDesk?

- **Has the product been a good partner in doing business?:** 9.9/10 (Category avg: 9.0/10)
- **Workflow:** 8.7/10 (Category avg: 8.7/10)
- **Customization :** 8.8/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.7/10 (Category avg: 8.6/10)

#### Who Is the Company Behind AzureDesk?

- **Seller:** [IntegrateCloud](https://www.g2.com/sellers/integratecloud)
- **Year Founded:** 2013
- **HQ Location:** Mount Laurel, NJ
- **Twitter:** @integratecloud\_  
51 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5912df1abc495cbaa54943ab17ba8086d51b8cb032a436698c8f6b2fe079e42f&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F4999403%2F&secure%5Burl_type%5D=linkedin_company_website)  
2 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services
- **Company Size:** 52% Medium, 36% Small

#### What Do G2 Reviewers Say About AzureDesk?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **ease of use** in AzureDesk, facilitating efficient ticket management and streamlined support workflows.
- Users value the **management centralization** of AzureDesk, enhancing organization and collaboration for improved customer support.
- Users appreciate the **tracking ease** of AzureDesk, allowing organized management of client issues and faster resolution.
- Users value the **responsive customer support** of AzureDesk, enhancing their overall helpdesk experience effectively.
- Users value the **easy setup** of AzureDesk, finding it simple and effective for managing tickets.

##### Cons

- Users find the **interface somewhat slow and not intuitive** , particularly when managing multiple tickets efficiently.
- Users find that **workflow and reporting customization** in AzureDesk is restricted, hindering their personalized experience.
- Users find AzureDesk's features **limited** , especially for larger teams needing advanced tools and better mobile support.
- Users find the **interface not intuitive** , experiencing slowdowns and extra steps when managing multiple tickets efficiently.
- Users find the **poor performance** of AzureDesk limits functionality and reporting, especially for larger teams.

#### What Are Recent G2 Reviews of AzureDesk?

**["Centralized Ticket Management That Boosts Collaboration and Product Quality"](https://www.g2.com/survey_responses/azuredesk-review-12354191)**

**Rating:** 4.5/5.0 stars

_— Akshaya V._

[Read full review](https://www.g2.com/survey_responses/azuredesk-review-12354191)

**["AzureDesk Keeps Client Issues Organized and Easy to Track"](https://www.g2.com/survey_responses/azuredesk-review-12354222)**

**Rating:** 4.5/5.0 stars

_— Praveen P._

[Read full review](https://www.g2.com/survey_responses/azuredesk-review-12354222)

#### What Are G2 Users Discussing About AzureDesk?

- [What does Azuredesk do?](https://www.g2.com/discussions/what-does-azuredesk-do) - 1 comment
- [Does Azure have a ticketing system?](https://www.g2.com/discussions/does-azure-have-a-ticketing-system)
- [Does Office 365 have a ticketing system?](https://www.g2.com/discussions/does-office-365-have-a-ticketing-system)
- [What is AzureDesk?](https://www.g2.com/discussions/what-is-azuredesk)

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- [Call & Contact Center](/categories/call-contact-center)

- [Client Onboarding](/categories/client-onboarding)
- [Co-Browsing](/categories/co-browsing)
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- [Conversational Support](/categories/conversational-support)
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[Browse Help Desk Themes](/categories/help-desk/themes)

Benefits of Help Desk Software with SLA Management capabilities include: Set and monitor service level agreements to ensure timely response and resolution

Below are the top-rated Help Desk Software with SLA Management capabilities, as verified by G2’s Research team. Real users have identified SLA Management as an important function of Help Desk Software. Compare different products that offer this feature so you can decide which is best for your business needs.

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