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Best Help Desk Software with Ticket Collaboration Capabilities

Benefits of Help Desk Software with Ticket Collaboration capabilities include: Share and collaborate on tickets with multiple customer service representatives
Below are the top-rated Help Desk Software with Ticket Collaboration capabilities, as verified by G2’s Research team. Real users have identified Ticket Collaboration 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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G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.

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51 Listings in Help Desk Available
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Agentforce Service (formerly Salesforce Service Cloud)

(7,254)4.4 out of 5
Entry Level Price:Starting at $25.00
View top Consulting Services for Agentforce Service (formerly Salesforce Service Cloud)
OverviewPros and Cons
Product Description

Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, f

Users: Salesforce Administrator, Salesforce Developer · Industries: Information Technology and Services, Computer Software · Market Segment: 41% Mid-Market, 37% Enterprise
Pros and ConsUser Satisfaction
ProsEase of Use, Features, Case Management, Efficiency, Helpful
ConsComplexity, Learning Curve, Steep Learning Curve, Expensive, Missing Features
User SatisfactionSeller Details
Agentforce Service (formerly Salesforce Service Cloud) features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 9.0
8.3
Workflow
Average: 8.7
8.3
Customization
Average: 8.4
8.4
Customer Portal
Average: 8.6
Seller Details
Year Founded
1999
HQ Location
San Francisco, CA
Company Website
https://www.salesforce.com/
Twitter
@salesforce
LinkedIn® Page
https://www.linkedin.com/company/3185/
Ownership
NYSE:CRM
Phone
+1 (800) 667-6389

Zoho Desk

(7,481)4.4 out of 5
Entry Level Price:Free
View top Consulting Services for Zoho Desk
OverviewPros and Cons
Product Description

Zoho Desk is a web-based help desk software solution designed to assist organizations in providing exceptional customer support experiences. This platform serves as a centralized hub for managing cust

Users: CEO, Director · Industries: Information Technology and Services, Computer Software · Market Segment: 73% Small-Business, 24% Mid-Market
Pros and ConsUser Satisfaction
ProsEase of Use, Features, Ticket Management, Integrations, Intuitive
ConsLearning Curve, Steep Learning Curve, Limited Customization, Complexity, Not Intuitive
User SatisfactionSeller Details
Zoho Desk features and usability ratings that predict user satisfaction
8.4
Has the product been a good partner in doing business?
Average: 9.0
8.3
Workflow
Average: 8.7
8.2
Customization
Average: 8.4
8.3
Customer Portal
Average: 8.6
Seller Details
Year Founded
1996
HQ Location
Austin, TX
Company Website
https://www.zoho.com
Twitter
@Zoho
LinkedIn® Page
https://www.linkedin.com/company/38373/
Phone
+1 (888) 900-9646
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Zendesk for Customer Service

(6,803)4.3 out of 5
Entry Level Price:$19.00
View top Consulting Services for Zendesk for Customer Service
OverviewPros and Cons
Product Description

"Zendesk for Customer Service is an AI-powered service solution that’s easy to set up, use, and scale. It offers out-of-the-box functionality that’s simple to modify, helping businesses move faster. L

Users: Customer Success Manager, Customer Service Manager · Industries: Computer Software, Information Technology and Services · Market Segment: 45% Mid-Market, 41% Small-Business
User Sentiment

Users like Zendesk's user-friendly interface, its ability to integrate with multiple apps, and its automation features like triggers and macros which save time on repetitive tasks. Users reported issues with Zendesk's reporting capabilities, occasional slowdowns with large ticket volumes, and limitations in customization unless investing in higher-tier plans.

Pros and ConsUser Satisfaction
ProsEase of Use, Features, Customer Support, Helpful, Ticket Management
ConsMissing Features, Learning Curve, Limited Features, Limited Customization, Complexity
User SatisfactionSeller Details
Zendesk for Customer Service features and usability ratings that predict user satisfaction
8.4
Has the product been a good partner in doing business?
Average: 9.0
8.5
Workflow
Average: 8.7
8.0
Customization
Average: 8.4
8.5
Customer Portal
Average: 8.6
Seller Details
Year Founded
2007
HQ Location
San Francisco, CA
Company Website
https://www.zendesk.com
Twitter
@Zendesk
LinkedIn® Page
https://www.linkedin.com/company/418095/
Ownership
NYSE: ZEN
Phone
+1 (415) 418-7506

Freshdesk

(3,720)4.4 out of 5
Entry Level Price:$19.00
13th Easiest To Use in Help Desk software
View top Consulting Services for Freshdesk
OverviewPros and Cons
Product Description

Freshdesk (a product of Freshworks Inc.) is a modern, AI-powered customer service solution with enterprise capability without the enterprise complexity. Freshdesk unifies channels, conversations, AI c

Users: Manager, Owner · Industries: Information Technology and Services, Computer Software · Market Segment: 48% Small-Business, 40% Mid-Market
Pros and ConsUser Satisfaction
ProsEase of Use, Features, Automation, Efficiency, Ticket Management
ConsMissing Features, Ticketing Issues, Ticket Management, Limited Features, Limitations
User SatisfactionSeller Details
Freshdesk features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.0
8.5
Workflow
Average: 8.7
8.1
Customization
Average: 8.4
8.6
Customer Portal
Average: 8.6
Seller Details
Year Founded
2010
HQ Location
San Mateo, CA
Company Website
https://www.freshworks.com/
Twitter
@FreshworksInc
LinkedIn® Page
https://www.linkedin.com/company/freshworks-inc/
Ownership
NASDAQ: FRSH
Phone
+1 (866) 832-3090

Fin by Intercom

(3,836)4.5 out of 5
Entry Level Price:$0.99
View top Consulting Services for Fin by Intercom
OverviewPros and Cons
Product Description

Fin by Intercom is the best performing AI Agent for customer service. It automates complex queries, improves resolution times, and delivers consistently high-quality support at scale. Key benefits

Users: Customer Success Manager, CEO · Industries: Computer Software, Information Technology and Services · Market Segment: 57% Small-Business, 37% Mid-Market
User Sentiment

Users like how Fin by Intercom reduces workload by handling simple queries, provides quick responses, and enables customer support to function 24/7. Users mentioned that Fin by Intercom sometimes struggles with complex queries, provides inaccurate responses, and can be difficult to set up and configure correctly.

Pros and ConsUser Satisfaction
ProsHelpful, Ease of Use, Features, Efficiency, Automation
ConsMissing Features, AI Limitations, Limited Features, Learning Curve, Expensive
User SatisfactionSeller Details
Fin by Intercom features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.0
8.7
Workflow
Average: 8.7
8.2
Customization
Average: 8.4
8.8
Customer Portal
Average: 8.6
Seller Details
Year Founded
2011
HQ Location
San Francisco, CA
Company Website
https://www.intercom.com/
Twitter
@intercom
LinkedIn® Page
https://www.linkedin.com/company/intercom/

ServiceNow Customer Service Management

(255)4.4 out of 5
15th Easiest To Use in Help Desk software
View top Consulting Services for ServiceNow Customer Service Management
OverviewPros and Cons
Product Description

ServiceNow's Customer Service Management (CSM) transforms customer service experiences with AI-powered workflows and AI agents that help you accelerate customer self-service, boost agent productivity,

Industries: Information Technology and Services, Telecommunications · Market Segment: 59% Enterprise, 30% Mid-Market
Pros and ConsUser Satisfaction
ProsEase of Use, Features, Efficiency, Case Management, Automation
ConsLearning Curve, Steep Learning Curve, Limited Customization, Complexity, Improvements Needed
User SatisfactionSeller Details
ServiceNow Customer Service Management features and usability ratings that predict user satisfaction
8.6
Has the product been a good partner in doing business?
Average: 9.0
8.8
Workflow
Average: 8.7
8.2
Customization
Average: 8.4
8.6
Customer Portal
Average: 8.6
Seller Details
Year Founded
2004
HQ Location
Santa Clara, CA
Company Website
https://www.servicenow.com/
Twitter
@servicenow
LinkedIn® Page
https://www.linkedin.com/company/29352/
Ownership
NYSE:NOW

Kustomer

(514)4.5 out of 5
Entry Level Price:Contact Us
6th Easiest To Use in Help Desk software
View top Consulting Services for Kustomer
OverviewPros and Cons
Product Description

Kustomer is the Intelligent Customer Experience Platform empowering brands to put customers at the center of every interaction. By unifying customer data, conversations, and AI-powered workflows into

Users: Customer Service Representative, Member Experience Associate · Industries: Consumer Services, Retail · Market Segment: 65% Mid-Market, 21% Small-Business
Pros and ConsUser Satisfaction
ProsEase of Use, Features, Helpful, Efficiency, Automation
ConsSlow Performance, Slow Loading, Learning Curve, Complexity, Not Intuitive
User SatisfactionSeller Details
Kustomer features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.0
8.9
Workflow
Average: 8.7
8.7
Customization
Average: 8.4
8.9
Customer Portal
Average: 8.6
Seller Details
Year Founded
2015
HQ Location
Short Hills, US
Company Website
https://www.kustomer.com
Twitter
@kustomer
LinkedIn® Page
https://www.linkedin.com/company/10517045/

Front

(2,449)4.7 out of 5
Entry Level Price:$25.00
9th Easiest To Use in Help Desk software
OverviewPros and Cons
Product Description

Front is the modern CX platform for customer-first businesses. We offer a unified workspace for all customer conversations — even individual inboxes and internal collaboration. This single pane-of-gla

Users: Customer Success Manager, Account Manager · Industries: Logistics and Supply Chain, Computer Software · Market Segment: 48% Small-Business, 41% Mid-Market
Pros and ConsUser Satisfaction
ProsEase of Use, Communication, Team Collaboration, Features, Email Management
ConsMissing Features, Email Issues, Email Management, Email Management Issues, Email Communication Issues
User SatisfactionSeller Details
Front features and usability ratings that predict user satisfaction
9.2
Has the product been a good partner in doing business?
Average: 9.0
8.9
Workflow
Average: 8.7
8.4
Customization
Average: 8.4
8.7
Customer Portal
Average: 8.6
Seller Details
Year Founded
2014
HQ Location
San Francisco, CA
Company Website
https://frontapp.com
Twitter
@FrontHQ
LinkedIn® Page
https://www.linkedin.com/company/fronthq/

Gladly

(1,103)4.7 out of 5
2nd Easiest To Use in Help Desk software
OverviewPros and Cons
Product Description

The world’s most customer-centric brands use Gladly’s CX platform to drive down costs, nurture relationships, and increase loyalty. Powered by proprietary Customer AI, Gladly is the only CX platform t

Users: Customer Service Representative, Customer Experience Advisor · Industries: Retail, Consumer Services · Market Segment: 60% Mid-Market, 22% Small-Business
Pros and ConsUser Satisfaction
ProsEase of Use, Helpful, Features, Efficiency, Customer Support
ConsMissing Features, Complexity, Limited Features, Learning Curve, Limited Customization
User SatisfactionSeller Details
Gladly features and usability ratings that predict user satisfaction
9.5
Has the product been a good partner in doing business?
Average: 9.0
9.2
Workflow
Average: 8.7
8.6
Customization
Average: 8.4
9.4
Customer Portal
Average: 8.6
Seller Details
Year Founded
2014
HQ Location
San Francisco, California
Company Website
https://www.gladly.ai
Twitter
@gladly
LinkedIn® Page
https://www.linkedin.com/company/7950938/

EngageBay All-in-One Suite

(657)4.7 out of 5
Entry Level Price:Free
1st Easiest To Use in Help Desk software
OverviewPros and Cons
Product Description

EngageBay is an all-in-one customer engagement platform designed for small and mid-sized businesses that want to manage marketing, sales, and support from a unified system. Positioned as a cost-co

Users: Marketing Manager, Founder · Industries: Information Technology and Services, Staffing and Recruiting · Market Segment: 68% Small-Business, 31% Mid-Market
Pros and ConsUser Satisfaction
ProsEase of Use, Automation, Customer Support, Features, Automations
ConsMissing Features, Limited Features, Reporting Issues, Limited Customization, Poor Reporting
User SatisfactionSeller Details
EngageBay All-in-One Suite features and usability ratings that predict user satisfaction
9.5
Has the product been a good partner in doing business?
Average: 9.0
9.3
Workflow
Average: 8.7
8.8
Customization
Average: 8.4
9.3
Customer Portal
Average: 8.6
Seller Details
Year Founded
2018
HQ Location
Wilmington, Delaware
Company Website
https://www.engagebay.com/
Twitter
@engagebay
LinkedIn® Page
https://www.linkedin.com/company/13655085/

Sprinklr Service

(732)4.3 out of 5
Entry Level Price:$3,600.00
OverviewPros and Cons
Product Description

Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers rea

Users: Social Media Manager, Social Media Specialist · Industries: Consumer Services, Marketing and Advertising · Market Segment: 41% Enterprise, 30% Mid-Market
User Sentiment

Users like Sprinklr Service's ability to remove language barriers, automate basic troubleshooting, provide deep insights into campaign performance, and consolidate all customer interactions into a unified platform. Users mentioned issues with processing delays within the Copilot tools, bugs with the copy and paste tools, complexity in setting up the service, limited availability of certain features, and occasional system performance issues.

Pros and ConsUser Satisfaction
ProsEase of Use, Features, Helpful, Efficiency, Customer Support
ConsComplexity, Learning Curve, Missing Features, Slow Loading, Steep Learning Curve
User SatisfactionSeller Details
Sprinklr Service features and usability ratings that predict user satisfaction
8.6
Has the product been a good partner in doing business?
Average: 9.0
8.6
Workflow
Average: 8.7
7.8
Customization
Average: 8.4
8.1
Customer Portal
Average: 8.6
Seller Details
Year Founded
2009
HQ Location
New York
Company Website
https://www.sprinklr.com
Twitter
@Sprinklr
LinkedIn® Page
https://www.linkedin.com/company/399351/
Ownership
NYSE: CXM

Hiver

(1,281)4.6 out of 5
Entry Level Price:Free
7th Easiest To Use in Help Desk software
OverviewPros and Cons
Product Description

Hiver is a modern AI customer service platform built for fast-moving teams to deliver stellar service across channels like email, chat, voice, and more - all from a single intuitive interface. It’

Users: Owner, CEO · Industries: Computer Software, Information Technology and Services · Market Segment: 66% Small-Business, 27% Mid-Market
User Sentiment

Reviewers appreciate Hiver's ease of use, its ability to centralize customer interactions within Gmail, and its features like internal chat, email assignment, and tagging which enhance team collaboration and productivity. Reviewers mentioned limitations in the free plan, occasional performance lags when handling high volumes of emails, and lack of advanced CRM structure and deeper automation features.

Pros and ConsUser Satisfaction
ProsEase of Use, Team Collaboration, Email Management, Communication, Collaboration
ConsEmail Issues, Missing Features, Limited Features, Slow Loading, Bug Issues
User SatisfactionSeller Details
Hiver features and usability ratings that predict user satisfaction
9.2
Has the product been a good partner in doing business?
Average: 9.0
8.6
Workflow
Average: 8.7
7.8
Customization
Average: 8.4
8.2
Customer Portal
Average: 8.6
Seller Details
Year Founded
2011
HQ Location
San Jose, CA
Company Website
https://hiverhq.com
Twitter
@hiverhq
LinkedIn® Page
https://www.linkedin.com/company/1241281/

LiveAgent

(1,532)4.5 out of 5
Entry Level Price:Free
8th Easiest To Use in Help Desk software
OverviewPros and Cons
Product Description

LiveAgent is a comprehensive help desk and live chat software designed to revolutionize customer support. By offering an all-in-one solution, LiveAgent empowers businesses to deliver personalized inte

Users: CEO, Owner · Industries: Information Technology and Services, Computer Software · Market Segment: 67% Small-Business, 29% Mid-Market
User Sentiment

Users like the detailed reporting, multi-site live chat system, and the ability to categorize tickets by support department or project, which enhances productivity and customer response management. Users mentioned issues with mobile platform integration, slow page loading times during high traffic, basic control panel interface, and the need for more flexible customization options.

Pros and ConsUser Satisfaction
ProsEase of Use, Features, Customer Support, Helpful, Efficiency
ConsLearning Curve, Missing Features, Not Intuitive, Steep Learning Curve, Integration Issues
User SatisfactionSeller Details
LiveAgent features and usability ratings that predict user satisfaction
9.1
Has the product been a good partner in doing business?
Average: 9.0
8.7
Workflow
Average: 8.7
8.4
Customization
Average: 8.4
8.7
Customer Portal
Average: 8.6
Seller Details
Year Founded
2004
HQ Location
Bratislava
Company Website
https://www.qualityunit.com/
Twitter
@qualityunit
LinkedIn® Page
https://www.linkedin.com/company/3516632/

LogMeIn Rescue

(201)4.6 out of 5
OverviewPros and Cons
Product Description

LogMeIn Rescue offers simple yet powerful, enterprise-grade remote support for a frictionless world. With robust remote support features, advanced security capabilities, and ample customization option

Users: Owner · Industries: Information Technology and Services, Computer Software · Market Segment: 37% Mid-Market, 35% Small-Business
Pros and ConsUser Satisfaction
ProsEase of Use, Remote Access, Remote Support, Remote Control, Customer Support
ConsExpensive, Feature Limitations, Limited Features, Ticketing Issues, Admin
User SatisfactionSeller Details
LogMeIn Rescue features and usability ratings that predict user satisfaction
9.0
Has the product been a good partner in doing business?
Average: 9.0
9.0
Workflow
Average: 8.7
8.9
Customization
Average: 8.4
8.8
Customer Portal
Average: 8.6
Seller Details
Year Founded
2003
HQ Location
Boston, MA
Company Website
https://www.goto.com
Twitter
@goto
LinkedIn® Page
https://www.linkedin.com/company/37788/

TeamSupport

(891)4.4 out of 5
Entry Level Price:$29.00
OverviewPros and Cons
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

Users: Software Engineer, Software Developer · Industries: Computer Software, Information Technology and Services · Market Segment: 44% Mid-Market, 39% Small-Business
Pros and ConsUser Satisfaction
ProsFeatures, Ease of Use, Helpful, Customer Support, Simple
ConsLearning Curve, Slow Loading, Slow Performance, Inadequate Search Functionality, Integration Issues
User SatisfactionSeller Details
TeamSupport features and usability ratings that predict user satisfaction
9.2
Has the product been a good partner in doing business?
Average: 9.0
8.6
Workflow
Average: 8.7
8.4
Customization
Average: 8.4
8.6
Customer Portal
Average: 8.6
Seller Details
Year Founded
2008
HQ Location
Dallas, TX
Company Website
https://www.teamsupport.com/
Twitter
@TeamSupport
LinkedIn® Page
https://www.linkedin.com/company/teamsupport-com/
Phone
+1 (800) 596-2820
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