# Best Help Desk Software for Medium-Sized Businesses - Page 2

*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, medium-sized business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Medium-Sized 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 Medium-Sized Business Help Desk category.

In addition to qualifying for inclusion in the Help Desk Software category, to qualify for inclusion in the Medium-Sized Business Help Desk Software category, a product must have at least 10 reviews left by a reviewer from a medium-sized business.





## 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 (6,970 reviews) | Enterprise case management with AI and CRM context | "[“Daily Use Review of Salesforce Service Cloud in Collections”](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648)" |
| 2 | [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) | 4.4/5.0 (7,543 reviews) | Customizable ticketing for growing support teams | "[Zoho Desk Delivers a Feature-Rich, Fast, Great-Value Help Desk](https://www.g2.com/survey_responses/zoho-desk-review-13123060)" |
| 3 | [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) | 4.3/5.0 (6,653 reviews) | Omnichannel customer support and ticket tracking | "[Unified Omnichannel Support with Powerful Automation and Analytics](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-13140974)" |
| 4 | [Freshdesk](https://www.g2.com/products/freshdesk/reviews) | 4.4/5.0 (3,676 reviews) | Easy ticket intake and support workflow tracking | "[Simple, Powerful, and Effective Helpdesk Software](https://www.g2.com/survey_responses/freshdesk-review-12954417)" |
| 5 | [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) | 4.4/5.0 (2,820 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 (3,724 reviews) | AI support deflection from help content | "[Efficient AI Support with Some Routing Challenges](https://www.g2.com/survey_responses/fin-review-7350999)" |
| 7 | [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) | 4.4/5.0 (466 reviews) | Cross-team case workflows and service visibility | "[ServiceNow CSM: Unified, AI-Powered Omnichannel Platform with Intuitive Case Management](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-13047596)" |
| 8 | [Atera](https://www.g2.com/products/atera/reviews) | 4.6/5.0 (1,207 reviews) | IT help desk with remote monitoring and automation | "[Atera boosts productivity with automations, WhatsApp, and reports](https://www.g2.com/survey_responses/atera-review-13106823)" |
| 9 | [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5.0 (1,295 reviews) | — | "[Powerful Ticketing, SLAs, Automations, and Analytics That Boost Agent Organization](https://www.g2.com/survey_responses/freshservice-review-12805161)" |
| 10 | [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5.0 (963 reviews) | Request portals and IT service workflows | "[Seamless Jira Integration That Streamlines Service Requests and Support Workflows](https://www.g2.com/survey_responses/jira-service-management-review-13071435)" |


## 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=5231&focus%5B%5D=3270&focus%5B%5D=2864)
Highlighted products: Agentforce Service (formerly Salesforce Service Cloud), Zendesk for Customer Service, Zoho Desk, Freshdesk, HubSpot Service Hub, Jira Service Management, Fin, 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=jira-service-management&focus%5B%5D=fin&focus%5B%5D=freshservice&segment=mid-market)


## How Many Help Desk Software Products Does G2 Track?
**Total Products under this Category:** 509

### Category Stats (Jul 2026)
- **Average Rating**: 4.45/5 (↑0.01 vs Jun 2026) 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: July 21, 2026*


## How Does G2 Rank Help Desk Software Products?

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

- 30 Analysts and Data Experts
- 78,000+ Authentic Reviews
- 509+ 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.


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---


## Help Desk Software Features & Capabilities

### What are the Best Help Desk Software with Social Integration?
Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

**Top-rated Help Desk Software for Social Integration:**
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews)
[Explore Help Desk Software with Social Integration](https://www.g2.com/categories/help-desk/f/social-integration)

### What are the Best Help Desk Software with Ticket Collaboration?
Share and collaborate on tickets with multiple customer service representatives

**Top-rated Help Desk Software for Ticket Collaboration:**
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews)
[Explore Help Desk Software with Ticket Collaboration](https://www.g2.com/categories/help-desk/f/ticket-collaboration)

### What are the Best Help Desk Software with Mobile User Support?
Allows software to be easily used on multiple mobile devices include phone and tablet devices.

**Top-rated Help Desk Software for Mobile User Support:**
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews)
[Explore Help Desk Software with Mobile User Support](https://www.g2.com/categories/help-desk/f/mobile-user-support)

### What are the Best Help Desk Software with Attachments/Screencasts?
Documents and files can be attached to the ticket to communicate with customer issues/resolutions

**Top-rated Help Desk Software for Attachments/Screencasts:**
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews)
[Explore Help Desk Software with Attachments/Screencasts](https://www.g2.com/categories/help-desk/f/attachments-screencasts)

### What are the Best Help Desk Software with Chat/Live Support?
Ability for customer service agents to communicate with customers via live chat to solve problems live

**Top-rated Help Desk Software for Chat/Live Support:**
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews)
[Explore Help Desk Software with Chat/Live Support](https://www.g2.com/categories/help-desk/f/chat-live-support)


## What Are the Top-Rated Help Desk Software Products in 2026?
### 1. [Desk365](https://www.g2.com/products/desk365/reviews)
Desk365 is an AI-powered ticketing system for teams of all sizes. The Desk365 platform empowers agents to enhance productivity, automate workflows, and deliver exceptional customer experiences. With advanced features like AI-agent, approval management, ITAM, and Microsoft 365 integration, Desk365 stands for better service, better products, and AI that truly delivers.


**Average Rating:** 4.9/5.0
**Total Reviews:** 32
**How Do G2 Users Rate Desk365?**

- **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.0/10)
- **Workflow:** 9.5/10 (Category avg: 8.7/10)
- **Customization :** 8.8/10 (Category avg: 8.4/10)
- **Customer Portal:** 9.0/10 (Category avg: 8.6/10)

**Who Is the Company Behind Desk365?**

- **Seller:** [Desk365](https://www.g2.com/sellers/desk365)
- **Company Website:** https://www.desk365.io/
- **Year Founded:** 2020
- **HQ Location:** San Francisco Bay Area, US
- **LinkedIn® Page:** https://www.linkedin.com/company/68882951 (39 employees on LinkedIn®)

**Who Uses This Product?**
- **Company Size:** 59% Mid-Market, 34% Small-Business


#### What Are Desk365's Pros and Cons?

**Pros:**

- Integrations (9 reviews)
- Customization (7 reviews)
- Customizability (6 reviews)
- Easy Setup (6 reviews)
- Customer Support (5 reviews)

**Cons:**

- Poor Navigation (2 reviews)
- Poor Reporting (2 reviews)
- Dashboard Issues (1 reviews)
- Inadequate AI Features (1 reviews)
- Integration Issues (1 reviews)


### What Do G2 Reviewers Say About Desk365?
*AI-generated summary from verified user reviews*

**Pros:**

- Users value the **seamless integrations** with Microsoft365 and Teams, enhancing support and collaboration for their organizations.
- Users value the **full customization** of Desk365, allowing tailored solutions for their specific needs and enhancing productivity.
- Users love the **customizability** of Desk365, making it easy to tailor the software to their specific needs.
- Users find the **easy setup** of Desk365 to be a significant advantage, streamlining the implementation process for diverse teams.
- Users commend the **responsive customer support** of Desk365, ensuring timely solutions and effective communication.

**Cons:**

- Users find the **navigation confusing** , making it challenging to locate responses and effectively manage tasks.
- Users desire more **robust reporting** capabilities in Desk365 to effectively present data to management.
- Users are frustrated with the **dashboard issues** , including poor color schemes and response visibility challenges.
- Users feel Desk365 lacks **adequate AI features** , limiting its ability to adapt to evolving business needs.
- Users note the **lack of integration** with Monday.com as a drawback that hinders workflow efficiency.

#### What Are Recent G2 Reviews of Desk365?

**"[Best-in-Class Pricing, Easy Onboarding, and Great Integration](https://www.g2.com/survey_responses/desk365-review-12803498)"**

**Rating:** 5.0/5.0 stars
*— Peter S.*

[Read full review](https://www.g2.com/survey_responses/desk365-review-12803498)

---

**"[Perfect tools for MSPs, easy to use and manage](https://www.g2.com/survey_responses/desk365-review-12947626)"**

**Rating:** 5.0/5.0 stars
*— Steve B.*

[Read full review](https://www.g2.com/survey_responses/desk365-review-12947626)

---



### 2. [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews)
ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity. It comes in three editions and is available in 29 different languages. Over 100,000 organizations and 750,000 technicians, across 185 countries, trust ServiceDesk Plus to optimize IT service desk performance. It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction. Furthermore, the Standard Edition is FREE forever for both the on-premise and on-demand models upto 5 technicians! Don't take our word for it. Try the 30-day free trial and watch ServiceDesk Plus simplify your IT operations. https://www.manageengine.com/products/service-desk/download.html Features ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below. Incident management: Gain control of your help desk With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident! Problem management: Go beyond firefighting Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem. Change management: Manage changes with precision Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes. Asset management: Track and manage assets with ease Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance. IT project management: Deliver IT projects on time You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success! Purchases and contracts management: Track IT purchases and contracts Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry. Self service portal: Deflect tickets from your service desk Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets. Service catalog: Showcase your IT services Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request. CMDB: Get the bigger picture ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making. Service level agreement: Ensure timely service delivery Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met. Reports: Derive decisions with the right data Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance! Extensions and integrations: Collaborate easily with other IT systems Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT!


**Average Rating:** 4.2/5.0
**Total Reviews:** 242
**How Do G2 Users Rate ManageEngine ServiceDesk Plus?**

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.0/10)
- **Workflow:** 8.7/10 (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 ManageEngine ServiceDesk Plus?**

- **Seller:** [Zoho](https://www.g2.com/sellers/zoho-b00ca9d5-bca8-41b5-a8ad-275480841704)
- **Year Founded:** 1996
- **HQ Location:** Austin, TX
- **Twitter:** @Zoho (137,880 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/38373/ (30,766 employees on LinkedIn®)
- **Phone:** +1 (888) 900-9646 

**Who Uses This Product?**
- **Who Uses This:** System Administrator, IT Manager
- **Top Industries:** Information Technology and Services, Financial Services
- **Company Size:** 59% Mid-Market, 31% Enterprise


#### What Are ManageEngine ServiceDesk Plus's Pros and Cons?

**Pros:**

- Ease of Use (9 reviews)
- Features (8 reviews)
- User Interface (7 reviews)
- Asset Management (6 reviews)
- Customer Support (6 reviews)

**Cons:**

- Complexity (4 reviews)
- Complex Setup (4 reviews)
- Learning Curve (4 reviews)
- Steep Learning Curve (4 reviews)
- Limited Features (3 reviews)


### What Do G2 Reviewers Say About ManageEngine ServiceDesk Plus?
*AI-generated summary from verified user reviews*

**Pros:**

- Users find ManageEngine ServiceDesk Plus to have a **user-friendly interface** , making it easy for both requesters and technicians.
- Users appreciate the **wide range of useful features** in ManageEngine ServiceDesk Plus, which enhances their everyday tasks.
- Users find the **user-friendly UI** of ManageEngine ServiceDesk Plus enhances their experience for both requesters and technicians.
- Users value the **asset management capabilities** of ManageEngine ServiceDesk Plus for effective tracking and organization.
- Users commend the **excellent customer support** of ManageEngine ServiceDesk Plus for prompt and effective issue resolution.

**Cons:**

- Users find the **complexity of setup and customization** in ManageEngine ServiceDesk Plus to be time-consuming and challenging.
- Users find the **complex setup** challenging, making initial configuration and customization time-consuming and difficult.
- Users find the **learning curve steep** due to time-consuming setups, advanced configurations, and significant upgrades requiring relearning.
- Users find the **steep learning curve** of ManageEngine ServiceDesk Plus challenging due to complex setup and advanced features.
- Users find the **limited features** of ManageEngine ServiceDesk Plus hinder their ability to manage tickets effectively.

#### What Are Recent G2 Reviews of ManageEngine ServiceDesk Plus?

**"[A feature rich tool for IT management.](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-9456796)"**

**Rating:** 4.5/5.0 stars
*— Pawan K.*

[Read full review](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-9456796)

---

**"[Highly Customizable ITSM with Room for Agile Improvements](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-12584691)"**

**Rating:** 4.5/5.0 stars
*— Melih .*

[Read full review](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-12584691)

---


#### What Are G2 Users Discussing About ManageEngine ServiceDesk Plus?

- [What is ManageEngine ServiceDesk Plus used for?](https://www.g2.com/discussions/what-is-manageengine-servicedesk-plus-used-for) - 1 comment, 1 upvote
- [What is ServiceDesk profile?](https://www.g2.com/discussions/what-is-servicedesk-profile) - 1 upvote
- [How much does ManageEngine cost?](https://www.g2.com/discussions/how-much-does-manageengine-cost)
- [What is ManageEngine software?](https://www.g2.com/discussions/what-is-manageengine-software)
- [What is ManageEngine ServiceDesk plus?](https://www.g2.com/discussions/what-is-manageengine-servicedesk-plus)

### 3. [monday service](https://www.g2.com/products/monday-service/reviews)
monday service is an AI-powered enterprise service management platform built to help organizations scale service without adding headcount or complexity. With built-in AI, monday service helps teams triage, route, and resolve requests faster across IT, HR, Operations, Finance, and more. Instead of relying on manual handling or static workflows, AI helps service teams execute work efficiently - reducing repetitive effort while ensuring complex cases are handled with the right level of oversight. At the core of monday service is the Agents Workforce - an AI-powered service workforce made up of specialized agents that autonomously resolve requests and take action across the organization, while teams remain firmly in control. Built natively on the monday.com platform, agents use ticket history, organizational knowledge, and live business context to deliver accurate, policy-aligned service from day one. With built-in orchestration, guardrails, and real-time monitoring, teams can safely deploy, oversee, and scale AI as service demand grows. With no-code AI and automation, teams can deploy and optimize workflows in minutes. As service demand grows, AI helps absorb high-volume work, reduce backlog, and protect SLAs - freeing teams to focus on higher-impact initiatives instead of constant firefighting. Unlike legacy ESM tools that separate ticketing from execution, monday service connects requests directly to workflows, projects, and cross-team work. Resolutions trigger real action, updating systems and moving work forward in real time. Enterprise-grade permissions, guardrails, and monitoring provide full visibility and control over AI-powered processes at scale. Whether replacing a legacy ESM solution or launching service management for the first time, monday service delivers rapid time-to-value, intuitive adoption, and scalable AI-driven execution - with minimal implementation. Service at scale. Without losing control. Key Capabilities: Omnichannel ticket intake Autonomous AI agents for triage, routing, and end-to-end resolution No-code workflows and automation Dashboards and reporting SLA tracking and performance insights Project, problem, and incident management


**Average Rating:** 4.5/5.0
**Total Reviews:** 144
**How Do G2 Users Rate monday service?**

- **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.0/10)
- **Workflow:** 9.6/10 (Category avg: 8.7/10)
- **Customization :** 8.8/10 (Category avg: 8.4/10)
- **Customer Portal:** 9.3/10 (Category avg: 8.6/10)

**Who Is the Company Behind monday service?**

- **Seller:** [monday.com](https://www.g2.com/sellers/monday-com-d88207e4-9e92-412d-903b-61cd13ca592b)
- **Company Website:** https://monday.com/
- **Year Founded:** 2012
- **HQ Location:** Tel Aviv
- **Twitter:** @mondaydotcom (40,761 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/mondaydotcom (3,837 employees on LinkedIn®)

**Who Uses This Product?**
- **Top Industries:** Marketing and Advertising, Information Technology and Services
- **Company Size:** 45% Mid-Market, 36% Small-Business


#### What Are monday service's Pros and Cons?

**Pros:**

- Ease of Use (31 reviews)
- Efficiency (13 reviews)
- Automation (12 reviews)
- Features (10 reviews)
- Organization (10 reviews)

**Cons:**

- Limited Features (9 reviews)
- Limited Functionality (7 reviews)
- Performance Issues (7 reviews)
- Limited Automation (6 reviews)
- Not Intuitive (5 reviews)


### What Do G2 Reviewers Say About monday service?
*AI-generated summary from verified user reviews*

**Pros:**

- Users find the **ease of use** of Monday Service invaluable, simplifying adaptation and enhancing efficiency for their processes.
- Users value the **flexibility and adaptability** of Monday Service, significantly enhancing their efficiency and workflow management.
- Users value the **automation features** of monday.com, which streamline processes and enhance productivity significantly.
- Users appreciate the **user-friendly organization** and visual management features of monday service, enhancing task tracking and communication.
- Users appreciate the **organizational capabilities** of monday service, enhancing team collaboration and streamlining communication seamlessly.

**Cons:**

- Users find monday's **limited features** frustrating, especially the reliance on third-party integrations and workflow constraints.
- Users find **limited functionality** in automation and reporting features, which hinders customization and flexibility in workflows.
- Users experience occasional **performance issues** with slow loading times, especially on large boards or older PCs.
- Users express concern over **limited automation options** , hindering flexibility and complicating workflows without costly upgrades.
- Users find Monday Service to be **not intuitive** , with complicated navigation and slow performance hindering their overall experience.

#### What Are Recent G2 Reviews of monday service?

**"[User-Friendly with Some Recipe Limitations](https://www.g2.com/survey_responses/monday-service-review-12000805)"**

**Rating:** 5.0/5.0 stars
*— Rene Q.*

[Read full review](https://www.g2.com/survey_responses/monday-service-review-12000805)

---

**"[Easy to Navigate, Regularly Updated, and Adaptable for Many Workflows](https://www.g2.com/survey_responses/monday-service-review-13116016)"**

**Rating:** 5.0/5.0 stars
*— Verified User in Media Production*

[Read full review](https://www.g2.com/survey_responses/monday-service-review-13116016)

---



### 4. [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews)
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 real-time actionable & scalable insights – eliminating the need for any other point solution. - Enables customers to interact with your brand on their preferred channel for consistent brand experience leading to customer delight. - Empowers agents with unified/360 customer view and recommends the most relevant responses with the power of AI to improve agent productivity and experience. - Provides meaningful and actionable insights to supervisors to drive growth and operational excellence - Helps leaders uncover opportunities for growth, transformation and innovation through real- time contact center insights scalable across the enterprise.


**Average Rating:** 4.3/5.0
**Total Reviews:** 677
**How Do G2 Users Rate Sprinklr Service?**

- **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.0/10)
- **Workflow:** 8.6/10 (Category avg: 8.7/10)
- **Customization :** 7.9/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.2/10 (Category avg: 8.6/10)

**Who Is the Company Behind Sprinklr Service?**

- **Seller:** [Sprinklr](https://www.g2.com/sellers/sprinklr)
- **Company Website:** https://www.sprinklr.com
- **Year Founded:** 2009
- **HQ Location:** New York
- **Twitter:** @Sprinklr (38,047 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/399351/ (4,380 employees on LinkedIn®)

**Who Uses This Product?**
- **Who Uses This:** Social Media Manager, Community Manager
- **Top Industries:** Consumer Services, Marketing and Advertising
- **Company Size:** 41% Enterprise, 30% Mid-Market


#### What Are Sprinklr Service's Pros and Cons?

**Pros:**

- Ease of Use (81 reviews)
- Features (64 reviews)
- Helpful (52 reviews)
- Efficiency (47 reviews)
- Customer Support (37 reviews)

**Cons:**

- Complexity (29 reviews)
- Learning Curve (27 reviews)
- Missing Features (26 reviews)
- Slow Loading (23 reviews)
- Steep Learning Curve (21 reviews)


### What Do G2 Reviewers Say About Sprinklr Service?
*AI-generated summary from verified user reviews*

**Pros:**

- Users appreciate the **ease of use** of Sprinklr Service, finding it simple and effective for managing customer experience.
- Users appreciate the **user-friendly interface** of Sprinklr Service, enhancing convenience and engagement across social media platforms.
- Users value the **professional and skilled support team** of Sprinklr Service, enhancing their overall experience and satisfaction.
- Users value the **efficiency** of Sprinklr Service, enjoying seamless management and tailored solutions for their business needs.
- Users appreciate the **first-class customer support** of Sprinklr Service, noting its availability and commitment to enhancing experiences.

**Cons:**

- Users find the **complexity of features** overwhelming, especially new users, leading to confusion and performance issues.
- Users face a **steep learning curve** with Sprinklr Service, requiring time and training to become proficient.
- Users experience **missing features** in Sprinklr Service, requiring native posting for some tasks and impacting workflow efficiency.
- Users experience **slow loading** times when fetching keywords and creating cases, impacting their efficiency and satisfaction.
- Users often face a **steep learning curve** with Sprinklr Service, making it challenging for new or smaller teams.

#### What Are Recent G2 Reviews of Sprinklr Service?

**"[Powerful Omnichannel Support Platform with Flexible UI, Integrations, and Growing AI](https://www.g2.com/survey_responses/sprinklr-service-review-13143964)"**

**Rating:** 4.0/5.0 stars
*— Verified User in Telecommunications*

[Read full review](https://www.g2.com/survey_responses/sprinklr-service-review-13143964)

---

**"[Customizable Rules Engine and Regex Detection for Proactive Outage Alerts](https://www.g2.com/survey_responses/sprinklr-service-review-13083125)"**

**Rating:** 5.0/5.0 stars
*— Asrul R.*

[Read full review](https://www.g2.com/survey_responses/sprinklr-service-review-13083125)

---



### 5. [Kapture CX](https://www.g2.com/products/kapture-cx/reviews)
Kapture is an enterprise-grade, generative AI-powered omnichannel customer experience management platform designed to enhance customer support and engagement. This innovative solution empowers businesses to adapt to the evolving expectations of their customers, transforming standard interactions into exceptional experiences. By leveraging advanced technology and a customer-centric approach, Kapture ensures that every engagement is personalized and relevant, addressing the unique needs of each individual. Targeted primarily at businesses in sectors such as retail, banking, financial services and insurance (BFSI), travel, and consumer durables, Kapture serves over 1,000 organizations across 16 countries. This diverse clientele benefits from Kapture's ability to streamline customer interactions across various channels, including social media, email, chat, and voice. The platform is particularly valuable for companies aiming to enhance their customer service capabilities, improve satisfaction rates, and foster lasting relationships with their customers. Kapture's key features include intelligent routing, real-time analytics, and a unified dashboard that provides a comprehensive view of customer interactions. The intelligent routing system ensures that inquiries are directed to the most suitable agents based on their expertise, leading to quicker and more effective resolutions. Real-time analytics empower businesses to monitor performance metrics, identify trends, and make data-driven decisions to enhance service quality. The unified dashboard consolidates information from multiple channels, enabling support teams to respond promptly and effectively to customer needs. Utilizing Kapture offers benefits that extend beyond improved customer satisfaction. By providing tailored experiences and leveraging AI-driven insights, businesses can increase operational efficiency and reduce response times. Kapture's focus on context and intelligence in every resolution helps organizations not only meet but exceed customer expectations. This capability is particularly crucial in competitive markets where customer loyalty is paramount. Kapture distinguishes itself in the customer experience management category by combining advanced technology with a deep understanding of customer needs. Its omnichannel approach ensures that businesses can engage with their customers seamlessly, regardless of the platform, while its generative AI capabilities facilitate continuous improvement in service delivery. This makes Kapture an essential tool for organizations looking to elevate their customer support and create meaningful, lasting connections with their clientele.


**Average Rating:** 4.5/5.0
**Total Reviews:** 330
**How Do G2 Users Rate Kapture CX?**

- **Has the product been a good partner in doing business?:** 8.9/10 (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:** 8.9/10 (Category avg: 8.6/10)

**Who Is the Company Behind Kapture CX?**

- **Seller:** [Kapture CX](https://www.g2.com/sellers/kapture-cx)
- **Year Founded:** 2011
- **HQ Location:** Bangalore
- **Twitter:** @KaptureCX (142 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/9310674/ (629 employees on LinkedIn®)

**Who Uses This Product?**
- **Who Uses This:** Team Leader, Assistant Manager
- **Top Industries:** Consumer Services, Pharmaceuticals
- **Company Size:** 59% Mid-Market, 29% Small-Business


#### What Are Kapture CX's Pros and Cons?

**Pros:**

- Ease of Use (126 reviews)
- Features (92 reviews)
- Helpful (85 reviews)
- User-Friendly (78 reviews)
- Efficiency (76 reviews)

**Cons:**

- Slow Performance (58 reviews)
- Slow Loading (54 reviews)
- Slow Speed (46 reviews)
- Delays (42 reviews)
- Improvement Needed (39 reviews)


### What Do G2 Reviewers Say About Kapture CX?
*AI-generated summary from verified user reviews*

**Pros:**

- Users value the **ease of use** of Kapture CX, appreciating its smooth navigation and efficient multi-channel integration.
- Users appreciate the **customizable and extensive features** of Kapture CX, enhancing efficiency and user experience.
- Users find the **automated report support** from Kapture CX team highly efficient and crucial for issue resolution.
- Users appreciate the **user-friendly interface** of Kapture CX, making navigation and ticket creation effortless.
- Users commend the **efficiency** of Kapture CX, noting its fast ticket resolution and seamless software integrations.

**Cons:**

- Users experience **slow performance** with Kapture CX, facing issues like latency and delayed content loading.
- Users experience **slow loading** times, particularly during high ticket volumes, affecting their efficiency and overall experience.
- Users find the **slow speed** of Kapture CX particularly noticeable during high ticket volumes and report sluggish performance.
- Users experience **delays** with Kapture CX, noting occasional lag while sending messages and processing tasks.
- Users find the platform's **complexity for new users** frustrating and suggest improvements for smoother usage and functionality.

#### What Are Recent G2 Reviews of Kapture CX?

**"[Streamlining Support with Kapture: A Ticketing Tool That Delivers](https://www.g2.com/survey_responses/kapture-cx-review-11200090)"**

**Rating:** 5.0/5.0 stars
*— Ankit V.*

[Read full review](https://www.g2.com/survey_responses/kapture-cx-review-11200090)

---

**"[“Smart AI-Powered Customer Support Platform for Faster Resolution”](https://www.g2.com/survey_responses/kapture-cx-review-12775091)"**

**Rating:** 4.5/5.0 stars
*— Mithavachana H.*

[Read full review](https://www.g2.com/survey_responses/kapture-cx-review-12775091)

---


#### What Are G2 Users Discussing About Kapture CX?

- [What do you recommend for companies considering Kapture CX for customer experience management?](https://www.g2.com/discussions/what-do-you-recommend-for-companies-considering-kapture-cx-for-customer-experience-management) - 1 upvote
- [What is CRM customer Relationship Management What are the key features of CRM system?](https://www.g2.com/discussions/what-is-crm-customer-relationship-management-what-are-the-key-features-of-crm-system)
- [Which software is used to run a CRM software?](https://www.g2.com/discussions/which-software-is-used-to-run-a-crm-software)
- [What is CRM and its functions?](https://www.g2.com/discussions/kapture-crm-what-is-crm-and-its-functions) - 3 comments
- [What are key features of a CRM system?](https://www.g2.com/discussions/what-are-key-features-of-a-crm-system)

### 6. [Connecteam](https://www.g2.com/products/connecteam/reviews)
Connecteam is a mobile-first workforce management app featuring a robust set of tools designed to help organizations with deskless teams improve communication, retain staff, and drive operational efficiency. Connecteam allows managers to put their business processes on autopilot and focus on business growth while also freeing up employees to be more productive, professional, and satisfied. At the heart of Connecteam lies a powerful suite of tools for scheduling, time tracking, task management, communication, HR processes, and training—all built for the realities of frontline teams. Whether you need to create complex shift schedules, automate payroll-ready timesheets, distribute company announcements, or onboard new hires at scale, Connecteam brings everything under one intuitive app. Save time and increase productivity with AI assisted scheduling, mobile-first custom checklists, forms, and reports; Track work hours with GPS time clock; Simplify employee communication, enhance professional skills with mobile courses (AI powered course content creator), manage daily tasks and so much more, all in one app. Connecteam AI helps you work faster and smarter than humanly possible, while keeping it simple: -AI Agent : Just ask your AI sidekick in chat. From stock info to safety steps, manuals, or care procedures, employees get instant spot-on answers, pulled straight from your in-app resources. No delays, no guesswork. -Auto scheduling : Your team schedule’s fully covered in seconds. AI puzzles availability, roles, fairness, and requirements with expert precision. The result? Reliable schedules, happier employees, and no admin hassle. -AI course creation: Turn any training topic into a full course. Just describe the subject and AI instantly builds a pro-level course, ready to go. Your team, trained the way you need, to the standard you expect. -File to Form: Digitize forms in a snap - upload a file or take a photo of any paper form. AI turns it into a fillable version your team can complete wherever they are. Easy for them, efficient for you. -AI updates and feed: Level up every update - write clear team updates that land. AI enhances your message and auto-translates it into each employee’s preferred language. Everyone stays aligned, nothing gets misinterpreted. -Speech to text: Fill forms, hands-free - simply speak into forms. AI captures, summarizes, and sorts your team’s input on the spot, without them having to look down or slow down. No distractions, no delays—just clear, accurate reporting. Additionally, ensure a secure and easy login for system admins with Active Directory Single Sign-On (SSO).


**Average Rating:** 4.6/5.0
**Total Reviews:** 3,491
**How Do G2 Users Rate Connecteam?**

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.0/10)
- **Workflow:** 9.0/10 (Category avg: 8.7/10)
- **Customer Portal:** 8.8/10 (Category avg: 8.6/10)

**Who Is the Company Behind Connecteam?**

- **Seller:** [Connecteam](https://www.g2.com/sellers/connecteam)
- **Year Founded:** 2015
- **HQ Location:** New York, NY
- **Twitter:** @ConnecteamApp (1,235 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/10591384/ (523 employees on LinkedIn®)

**Who Uses This Product?**
- **Who Uses This:** Owner, Manager
- **Top Industries:** Construction, Retail
- **Company Size:** 83% Small-Business, 14% Mid-Market


#### What Are Connecteam's Pros and Cons?

**Pros:**

- Ease of Use (1623 reviews)
- Features (950 reviews)
- Scheduling (870 reviews)
- Team Collaboration (726 reviews)
- User-Friendly (702 reviews)

**Cons:**

- Missing Features (442 reviews)
- Limited Features (424 reviews)
- Scheduling Issues (300 reviews)
- Improvement Needed (280 reviews)
- Learning Curve (280 reviews)


### What Do G2 Reviewers Say About Connecteam?
*AI-generated summary from verified user reviews*

**Pros:**

- Users find Connecteam's interface **extremely easy to use** , making it accessible even for those not tech-savvy.
- Users appreciate the **intuitive interface** of Connecteam, enhancing task navigation and team communication effortlessly.
- Users love the **easy scheduling** features of Connecteam, enabling efficient shift management and team communication.
- Users value the **team collaboration features** of Connecteam, enhancing communication and streamlining team updates effectively.
- Users find Connecteam to be **user-friendly** , simplifying staff management and enhancing communication across teams.

**Cons:**

- Users find the **missing features** in Connecteam's app frustrating, especially compared to the desktop version.
- Users feel that **Connecteam's features are limited** , especially on mobile, lacking customization and flexibility for smaller businesses.
- Users find **scheduling issues** frustrating, especially with the automated features not meeting complex needs effectively.
- Users find that **improvement is needed** in the interface clarity and settings navigation of Connecteam's features.
- Users find the **learning curve challenging** , especially with navigation differences between desktop and app functionalities.

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

**"[A Game-Changer for Small Businesses: Free, Easy Scheduling and Job Pay Tracking](https://www.g2.com/survey_responses/connecteam-review-12874312)"**

**Rating:** 5.0/5.0 stars
*— Verified User in Construction*

[Read full review](https://www.g2.com/survey_responses/connecteam-review-12874312)

---

**"[Connecteam Review](https://www.g2.com/survey_responses/connecteam-review-10735494)"**

**Rating:** 5.0/5.0 stars
*— Kurt B.*

[Read full review](https://www.g2.com/survey_responses/connecteam-review-10735494)

---


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

- [Is Connecteam secure?](https://www.g2.com/discussions/is-connecteam-secure) - 2 comments
- [How do you use Connecteam?](https://www.g2.com/discussions/how-do-you-use-connecteam) - 2 comments
- [Is Connecteam really free?](https://www.g2.com/discussions/is-connecteam-really-free)
- [Is Connecteam a good app?](https://www.g2.com/discussions/is-connecteam-a-good-app) - 2 comments

### 7. [TeamSupport](https://www.g2.com/products/teamsupport/reviews)
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.


**Average Rating:** 4.4/5.0
**Total Reviews:** 877
**How Do G2 Users Rate TeamSupport?**

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

**Who Is the Company Behind TeamSupport?**

- **Seller:** [TeamSupport](https://www.g2.com/sellers/teamsupport)
- **Year Founded:** 2008
- **HQ Location:** Dallas, TX
- **Twitter:** @TeamSupport (13,505 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/teamsupport-com/ (62 employees on LinkedIn®)
- **Phone:** +1 (800) 596-2820

**Who Uses This Product?**
- **Who Uses This:** Software Engineer, Software Developer
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 44% Mid-Market, 39% Small-Business


#### What Are TeamSupport's Pros and Cons?

**Pros:**

- Features (14 reviews)
- Ease of Use (13 reviews)
- Helpful (13 reviews)
- Customer Support (9 reviews)
- Simple (8 reviews)

**Cons:**

- Learning Curve (4 reviews)
- Slow Loading (4 reviews)
- Slow Performance (4 reviews)
- Inadequate Search Functionality (3 reviews)
- Integration Issues (3 reviews)


### What Do G2 Reviewers Say About TeamSupport?
*AI-generated summary from verified user reviews*

**Pros:**

- Users appreciate the **intuitive interface and extensive features** of TeamSupport, enhancing customer support efficiency and effectiveness.
- Users value the **ease of use** of TeamSupport, enhancing our team's efficiency and customer service experience.
- Users find the **support team incredibly helpful** , offering deep insights and effective solutions for their concerns.
- Users commend the **excellent customer support** of TeamSupport, highlighting their helpfulness and in-depth product understanding.
- Users value the **task reminders** of TeamSupport, greatly enhancing their organization and efficiency in managing workloads.

**Cons:**

- Users experience a **steep learning curve** with TeamSupport, requiring time to master its full capabilities.
- Users face **slow loading** issues with TeamSupport, leading to inconvenience and difficulty navigating lengthy email threads.
- Users often experience **slow performance** with TeamSupport, causing inconvenience and delays in managing email communication effectively.
- Users find the **inadequate search functionality** frustrating, limiting their ability to efficiently reference past solved problems.
- Users note the need for improved **integration with other software tools** to enhance TeamSupport's functionality and customization.

#### 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

### 8. [LiveAgent](https://www.g2.com/products/liveagent/reviews)
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 interactions that leave a lasting impression. With the fastest chat widget available and a reputation as the #1 rated live chat software for SMBs in 2025, LiveAgent is trusted by industry leaders such as BMW, Yamaha, Huawei, and Oxford University. These companies use LiveAgent to provide top-tier customer service that stands out in a competitive marketplace. Key Features of LiveAgent LiveAgent combines an omnichannel universal inbox, real-time live chat, a built-in call center, and a robust customer service portal to streamline communication. Personalization is at the heart of the software, allowing businesses to enhance interactions through features such as customer segmentation, automation, a built-in CRM, and powerful analytics. Additionally, LiveAgent offers an intuitive customer knowledge base to further improve service efficiency. With access to over 175+ features and 200+ integrations, LiveAgent adapts to your unique business needs and scales as your company grows. Try LiveAgent for Free Start your journey with LiveAgent today with a 1-month free trial—no credit card required. Discover how this advanced tool can transform your customer support operations. 200+ Features Included: • POP3 accounts • Email piping • Forwarding • Departments • Priorities • Statuses • Tags • Rules • Ticket Routing • Canned/Predefined messages • Email templates • Voice integration • Real-time website monitoring and statistics • Chats • Facebook/Twitter/Instagram/Slack integration • Knowledge base • Live Suggestions as you type • Feedback and Contact forms • Agent rating and gamification • Multilingual support • Ticket filters • File sharing and attachments • Chat button templates and much more Exclusive for Startups LiveAgent’s Startup Program offers startups free access to the platform for the first 6 months. After this period, startups can continue enjoying the benefits of LiveAgent at a discounted rate. This program provides a cost-effective way for emerging businesses to leverage world-class customer support tools during their growth phase. Experience the power of LiveAgent and join the ranks of industry-leading companies that prioritize exceptional customer service.


**Average Rating:** 4.5/5.0
**Total Reviews:** 1,481
**How Do G2 Users Rate LiveAgent?**

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

**Who Is the Company Behind LiveAgent?**

- **Seller:** [QualityUnit](https://www.g2.com/sellers/qualityunit)
- **Year Founded:** 2004
- **HQ Location:** Bratislava
- **Twitter:** @qualityunit (480 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/3516632/ (61 employees on LinkedIn®)

**Who Uses This Product?**
- **Who Uses This:** CEO, Owner
- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 68% Small-Business, 29% Mid-Market


#### What Are LiveAgent's Pros and Cons?

**Pros:**

- Ease of Use (58 reviews)
- Features (48 reviews)
- Customer Support (45 reviews)
- Helpful (42 reviews)
- Efficiency (36 reviews)

**Cons:**

- Learning Curve (12 reviews)
- Missing Features (11 reviews)
- Not Intuitive (10 reviews)
- Steep Learning Curve (10 reviews)
- Integration Issues (8 reviews)


### What Do G2 Reviewers Say About LiveAgent?
*AI-generated summary from verified user reviews*

**Pros:**

- Users appreciate the **ease of use** of LiveAgent, enjoying its intuitive interface and quick support responses.
- Users appreciate the **ease of use and feature-rich capabilities** of LiveAgent, enhancing customer communication and support efficiency.
- Users appreciate the **centralized customer communications** of LiveAgent, enhancing engagements and boosting customer experience significantly.
- Users appreciate the **ease of use** of LiveAgent, benefiting from its efficient ticketing system and centralized communications.
- Users value the **efficiency** of LiveAgent, praising its streamlined ticketing and centralized communication for improved productivity.

**Cons:**

- Users find the **learning curve steep** , requiring significant training to utilize LiveAgent effectively and efficiently.
- Users express frustration with **missing features** in LiveAgent, affecting mobile usability and communication flexibility.
- Users find the **user experience not intuitive** , leading to frustration with navigation and feature access.
- Users find that the **steep learning curve** of LiveAgent requires significant training for effective usage over time.
- Users face **integration issues** with LiveAgent, especially with telephony and automation within Magento and WhatsApp.

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

**"[It supports simplified customer access to assistance services across all channels.](https://www.g2.com/survey_responses/liveagent-review-12558141)"**

**Rating:** 5.0/5.0 stars
*— Edjelie M.*

[Read full review](https://www.g2.com/survey_responses/liveagent-review-12558141)

---

**"[The ideal way to make us more efficient when responding to customer tickets.](https://www.g2.com/survey_responses/liveagent-review-11841064)"**

**Rating:** 5.0/5.0 stars
*— Ingy H.*

[Read full review](https://www.g2.com/survey_responses/liveagent-review-11841064)

---


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

- [I'm stuck on setting up automated ticketing in LiveAgent. How can I streamline customer support requests?](https://www.g2.com/discussions/i-m-stuck-on-setting-up-automated-ticketing-in-liveagent-how-can-i-streamline-customer-support-requests)
- [What is LiveAgent used for?](https://www.g2.com/discussions/what-is-liveagent-used-for) - 1 comment

### 9. [LogMeIn Rescue](https://www.g2.com/products/logmein-rescue/reviews)
LogMeIn Rescue is an enterprise remote support platform that enables IT teams and customer support organizations to deliver fast, secure, and reliable technical support — to employees, customers, and remote devices — from a single, scalable solution. Built for moments when failure is not an option, Rescue combines purpose-built security, proven performance, and practical AI to help support teams resolve issues quickly and confidently — without compromising control, compliance, or end-user experience. Rescue is used by small help desks and the world's largest global enterprises alike, including organizations in regulated industries such as finance, healthcare, and the public sector. Whether supporting internal IT or external customer-facing teams, Rescue adapts to your environment, your workflows, and your scale. Key capabilities include: -Enterprise-grade security: 40+ granular permissions and controls, session audit logs, IP and device-based access restrictions, SSO/AD Sync, and data storage policies — purpose-built for compliance and governance requirements. -Fast, reliable connections: Sessions connect in ~20 seconds or less, backed by 99.99% uptime, 5B+ remote sessions, and 20+ years of proven enterprise performance. -Flexible support options: 12+ connection methods including PIN code, calling card, web link, and live chat — minimizing user friction across platforms and devices. -Practical AI: AI-powered diagnostics, session summaries, script building, and error analysis help technicians resolve issues faster and document more consistently. -Smart integrations: Pre-built connectors for ServiceNow, Nexthink, Salesforce and more, plus robust APIs that align Rescue with the tools and workflows where support already lives. -Multi-platform support: Support devices across Windows, Mac, iOS, Android, Linux and Chromebook. Rescue is trusted by support teams that need a solution that is secure by design, operationally dependable, and ready to evolve with the demands of AI-driven enterprise support.


**Average Rating:** 4.6/5.0
**Total Reviews:** 197
**How Do G2 Users Rate LogMeIn Rescue?**

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

**Who Is the Company Behind LogMeIn Rescue?**

- **Seller:** [GoTo](https://www.g2.com/sellers/goto-e9cfa0d5-5de0-41fa-9bc6-a0e0ce54cb86)
- **Company Website:** https://www.goto.com
- **Year Founded:** 2003
- **HQ Location:** Boston, MA
- **Twitter:** @goto (41,211 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/37788/ (994 employees on LinkedIn®)

**Who Uses This Product?**
- **Who Uses This:** Owner
- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 38% Mid-Market, 34% Small-Business


#### What Are LogMeIn Rescue's Pros and Cons?

**Pros:**

- Ease of Use (5 reviews)
- Remote Access (4 reviews)
- Remote Support (4 reviews)
- Remote Control (3 reviews)
- Customer Support (2 reviews)

**Cons:**

- Expensive (3 reviews)
- Feature Limitations (2 reviews)
- Limited Features (2 reviews)
- Ticketing Issues (2 reviews)
- Admin (1 reviews)


### What Do G2 Reviewers Say About LogMeIn Rescue?
*AI-generated summary from verified user reviews*

**Pros:**

- Users find LogMeIn Rescue's **ease of use** invaluable for remote problem solving and client issue recording.
- Users value the **simple and effective remote access** of LogMeIn Rescue, making IT support easier and more efficient.
- Users value the **simple and effective remote assistance** provided by LogMeIn Rescue for hassle-free troubleshooting.
- Users appreciate the **remote control feature** of LogMeIn Rescue, enabling effective problem-solving from anywhere.
- Users value the **effective customer support** of LogMeIn Rescue, facilitating quick issue resolution through remote control access.

**Cons:**

- Users find LogMeIn Rescue **too expensive** for its offerings, suggesting better value in other remote software options.
- Users feel LogMeIn Rescue has **feature limitations** for its price, especially compared to other remote software options.
- Users feel LogMeIn Rescue offers **limited features** for the price, lacking comprehensive tools compared to competitors.
- Users report **ticketing issues** , citing unhelpful support and difficulties managing accounts across multiple portals.
- Users often face **application crashes and poor support** , complicating account management across multiple platforms.

#### What Are Recent G2 Reviews of LogMeIn Rescue?

**"[Easy to Use with Seamless Connection and Great Screen Sharing Features](https://www.g2.com/survey_responses/logmein-rescue-review-12937006)"**

**Rating:** 5.0/5.0 stars
*— MOBOLAJI O.*

[Read full review](https://www.g2.com/survey_responses/logmein-rescue-review-12937006)

---

**"[Effortless Remote Support with Stellar Security](https://www.g2.com/survey_responses/logmein-rescue-review-12760322)"**

**Rating:** 4.5/5.0 stars
*— Reena S.*

[Read full review](https://www.g2.com/survey_responses/logmein-rescue-review-12760322)

---


#### What Are G2 Users Discussing About LogMeIn Rescue?

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

### 10. [Creatio](https://www.g2.com/products/creatio/reviews)
Creatio is an AI CRM and workflow platform where people and AI agents work together -with no limits on users, agents, or scale. Creatio helps midsize and large organizations run customer workflows in the AI era. This innovative platform enables organizations to create and manage workflows effortlessly, allowing users to focus on their core business activities while automating routine tasks. With millions of workflows operating daily, Creatio supports a diverse clientele across 100 countries, emphasizing a commitment to genuine care for its clients and partners. The platform is particularly beneficial for businesses seeking to enhance their operational efficiency without requiring extensive technical expertise. Its target audience includes small to large enterprises across various industries, particularly those looking to leverage technology to improve customer engagement and internal processes. Creatio's offerings cater to a wide range of use cases, from marketing automation and sales management to customer service optimization, making it a versatile solution for businesses aiming to adapt to the evolving market landscape. Key features of Creatio include the Creatio Studio, a no-code platform that allows users to build custom applications and AI agents using intuitive visual designers and natural language processing. This empowers users to create tailored solutions that meet their specific business needs without relying on traditional coding methods. Additionally, the CRM suite integrates embedded AI agents across Creatio Marketing, Sales, and Service, enhancing user experience and providing actionable insights to drive decision-making. Creatio also offers a specialized Financial Services CRM platform and industry-specific workflows across 19 verticals, ensuring that businesses can find solutions that resonate with their unique operational requirements. The availability of a marketplace with various add-ons further extends the platform's capabilities, allowing organizations to customize their experience and enhance functionality as needed. Recognized as a Leader and Strong Performer in prestigious Gartner and Forrester reports, Creatio stands out in its category by combining user-friendly design with powerful automation and AI-driven insights, making it an attractive option for businesses aiming to elevate their customer relationship management efforts. With its headquarters in Boston, MA, and a global presence of 850 employees across ten offices in 25 countries, Creatio has established long-lasting relationships with thousands of customers and over 500 partners worldwide. This extensive network underscores the platform's reliability and commitment to delivering value to its users, positioning Creatio as a trusted partner in the realm of AI agents, CRM, and workflow automation.


**Average Rating:** 4.6/5.0
**Total Reviews:** 314
**How Do G2 Users Rate Creatio?**

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.0/10)
- **Workflow:** 10.0/10 (Category avg: 8.7/10)
- **Customization :** 8.8/10 (Category avg: 8.4/10)
- **Customer Portal:** 9.2/10 (Category avg: 8.6/10)

**Who Is the Company Behind Creatio?**

- **Seller:** [Creatio](https://www.g2.com/sellers/creatio)
- **Company Website:** https://www.creatio.com
- **Year Founded:** 2014
- **HQ Location:** Boston, Massachusetts
- **Twitter:** @Creatio_Global (3,977 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/creatioglobal/ (1,150 employees on LinkedIn®)

**Who Uses This Product?**
- **Who Uses This:** CEO
- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 43% Small-Business, 42% Mid-Market


#### What Are Creatio's Pros and Cons?

**Pros:**

- Ease of Use (32 reviews)
- Efficiency (21 reviews)
- Customizability (19 reviews)
- Customization (19 reviews)
- Customization Options (17 reviews)

**Cons:**

- Learning Curve (10 reviews)
- Missing Features (10 reviews)
- Limited Features (8 reviews)
- Limited Customization (6 reviews)
- Limited Options (5 reviews)


### What Do G2 Reviewers Say About Creatio?
*AI-generated summary from verified user reviews*

**Pros:**

- Users appreciate the **ease of use** of Creatio, enabling quick implementation and seamless customization for their business needs.
- Users value the **efficiency** of Creatio, enabling quick implementation and seamless customization for their business needs.
- Users value the **customizability** of Creatio, enabling tailored processes and effective support for business needs.
- Users appreciate the **facility to customize** Creatio, allowing for tailored solutions that enhance business processes and efficiency.
- Users value the **extensive customization options** of Creatio, enhancing their ability to tailor solutions to specific needs.

**Cons:**

- Users find the **learning curve steep** , often needing training and support to effectively use Creatio.
- Users are disappointed by the **missing features** in Creatio, particularly in advanced analytics and contact upload options.
- Users find **limited features** in Creatio, particularly in analytics and marketplace app selection, hindering comprehensive functionality.
- Users find **limited customization** options in Creatio, hindering the ability to tailor designs to specific needs.
- Users find **limited options** in Creatio hinder flexibility, particularly for service businesses needing custom solutions and efficient contact uploads.

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

**"[Empowers Customer Focus with Flexible, Bank-Ready Workflows](https://www.g2.com/survey_responses/creatio-review-12953782)"**

**Rating:** 4.5/5.0 stars
*— Tanner W.*

[Read full review](https://www.g2.com/survey_responses/creatio-review-12953782)

---

**"[Quick Setup, No-Code Magic, But ALM Needs Improvement](https://www.g2.com/survey_responses/creatio-review-12953072)"**

**Rating:** 5.0/5.0 stars
*— Jarema P.*

[Read full review](https://www.g2.com/survey_responses/creatio-review-12953072)

---


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

- [What is Creatio used for?](https://www.g2.com/discussions/what-is-creatio-used-for) - 1 comment

### 11. [RingCentral Contact Center](https://www.g2.com/products/ringcentral-contact-center/reviews)
RINGCENTRAL CONTACT CENTER PRODUCT DESCRIPTION RingCentral Contact Center is an enterprise-grade cloud contact center solution designed to deploy and scale customer operations globally. Built for large-scale organizations that demand flexibility and high performance, the platform unifies enterprise communications and contact center capabilities to deliver effortless customer experiences across the entire customer journey. GLOBAL OMNICHANNEL ENGAGEMENT AND ADVANCED ROUTING RingCentral Contact Center enables businesses to connect with customers on voice and over 30 digital channels globally. The solution utilizes sophisticated attribute-based routing to ensure customers are automatically paired with the right agent based on their specific needs and skills. By offering comprehensive omnichannel integration and seamless journey tracking, enterprises can maintain continuous, context-rich support across every international touchpoint. CONVERSATIONAL AI AND SELF-SERVICE AUTOMATION The platform features built-in AI Agents to streamline customer journeys and reduce operational costs. Through advanced AI self-service and AI-powered virtual agents, organizations can deliver personalized, data-driven conversations 24/7. These intelligent tools handle routine inquiries autonomously while generating deep interaction insights, providing instant assistance, and ensuring a smooth transition to live agents when necessary. NATIVE WORKFORCE ENGAGEMENT MANAGEMENT Optimize team performance and control costs with a native, AI-driven workforce optimization solution. RingCentral Contact Center encompasses full workforce engagement management (WEM) tools, including native scheduling and predictive forecasting to align team hours precisely with call traffic, vacations, and training. It also provides robust quality management features such as call recording, interaction analytics, and fair agent scoring, paired with interactive gamification and performance dashboards to boost agent satisfaction and productivity. COMPREHENSIVE ANALYTICS AND CUSTOM INTEGRATIONS Make business-critical decisions using granular historical reports and live analytics. The platform features an intuitive drag-and-drop interface to build customizable real-time dashboards, allowing managers to monitor key performance indicators like handle time, first contact resolution, and queue time instantly. Designed for bespoke deployments, the solution integrates deeply with over 120 marketplace tools and offers more than 400 available APIs to tailor workflows to any enterprise technology stack. WHY CHOOSE RINGCENTRAL CONTACT CENTER Global enterprises choose RingCentral Contact Center to deliver better customer service at scale and lift customer and employee satisfaction.. By combining powerful omnichannel routing, native workforce engagement management, and open API flexibility, RingCentral provides a secure, reliable cloud foundation that transforms traditional customer support into a strategic revenue driver.


**Average Rating:** 4.1/5.0
**Total Reviews:** 209
**How Do G2 Users Rate RingCentral Contact Center?**

- **Has the product been a good partner in doing business?:** 8.1/10 (Category avg: 9.0/10)
- **Workflow:** 8.8/10 (Category avg: 8.7/10)
- **Customization :** 8.1/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.5/10 (Category avg: 8.6/10)

**Who Is the Company Behind RingCentral Contact Center?**

- **Seller:** [RingCentral](https://www.g2.com/sellers/ringcentral)
- **Company Website:** https://www.ringcentral.com
- **Year Founded:** 1999
- **HQ Location:** Belmont, CA
- **Twitter:** @RingCentral (61,963 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/60868/ (6,726 employees on LinkedIn®)

**Who Uses This Product?**
- **Top Industries:** Computer Software, Consumer Services
- **Company Size:** 47% Small-Business, 38% Mid-Market


#### What Are RingCentral Contact Center's Pros and Cons?

**Pros:**

- Ease of Use (27 reviews)
- Helpful (15 reviews)
- Intuitive (15 reviews)
- Customer Support (14 reviews)
- Efficiency (14 reviews)

**Cons:**

- Call Issues (12 reviews)
- Call Functionality (10 reviews)
- Call Quality Issues (9 reviews)
- Connection Issues (7 reviews)
- Connectivity Issues (6 reviews)


### What Do G2 Reviewers Say About RingCentral Contact Center?
*AI-generated summary from verified user reviews*

**Pros:**

- Users appreciate the **ease of use** of RingCentral Contact Center, enabling seamless communication and call management.
- Users appreciate the **robust VoIP capabilities** of RingCentral Contact Center, enabling seamless communication for remote teams.
- Users find the **intuitive interface** of RingCentral Contact Center enhances efficiency and flexibility for remote communication.
- Users value the **helpful customer support** at RingCentral, resolving issues efficiently and enhancing users' experience.
- Users value the **efficient support** from RingCentral Contact Center, facilitating quick solutions and flexible communication options.

**Cons:**

- Users struggle with **call issues** , including bad numbers and complex troubleshooting, impacting their overall experience with RingCentral.
- Users report issues with **call connectivity** , experiencing disconnections and difficulties in ending calls effectively.
- Users experience **call quality issues** with RingCentral Contact Center, often facing disconnections and connectivity challenges.
- Users face significant **connection issues** with RingCentral, impacting call accessibility and overall user experience negatively.
- Users face frequent **connectivity issues** with RingCentral, impacting call reliability and overall user experience.

#### What Are Recent G2 Reviews of RingCentral Contact Center?

**"[Reliable Contact Center Platform for Efficient Customer Engagement](https://www.g2.com/survey_responses/ringcentral-contact-center-review-12988855)"**

**Rating:** 5.0/5.0 stars
*— Suhasu U.*

[Read full review](https://www.g2.com/survey_responses/ringcentral-contact-center-review-12988855)

---

**"[Easy-to-use Omnivhannel Platform with reliable Call Quality.](https://www.g2.com/survey_responses/ringcentral-contact-center-review-13038279)"**

**Rating:** 4.5/5.0 stars
*— Sujal S.*

[Read full review](https://www.g2.com/survey_responses/ringcentral-contact-center-review-13038279)

---


#### What Are G2 Users Discussing About RingCentral Contact Center?

- [What is RingCentral Contact Center used for?](https://www.g2.com/discussions/what-is-ringcentral-contact-center-used-for) - 1 comment
- [How good is RingCentral?](https://www.g2.com/discussions/how-good-is-ringcentral) - 3 comments, 1 upvote
- [What is the difference between a contact center and a call center?](https://www.g2.com/discussions/what-is-the-difference-between-a-contact-center-and-a-call-center)
- [How does call center software work?](https://www.g2.com/discussions/how-does-call-center-software-work)
- [What is a contact center software?](https://www.g2.com/discussions/what-is-a-contact-center-software)

### 12. [One to One Plus](https://www.g2.com/products/one-to-one-plus/reviews)
One to One Plus is an all-in-one asset management and help desk platform built to meet the specific needs of schools. Designed with technology teams in mind, the software simplifies the way schools track devices, manage repairs, monitor inventory, and support students and staff. By combining asset management, help desk, and powerful integrations with SIS, MDM, SSO, and other systems, One to One Plus gives districts everything they need in one place. One to One Plus streamlines processes, reduces costs, and saves valuable time for schools districts of all sizes.


**Average Rating:** 4.8/5.0
**Total Reviews:** 30
**How Do G2 Users Rate One to One Plus?**

- **Has the product been a good partner in doing business?:** 9.9/10 (Category avg: 9.0/10)
- **Workflow:** 8.8/10 (Category avg: 8.7/10)
- **Customization :** 8.1/10 (Category avg: 8.4/10)
- **Customer Portal:** 9.3/10 (Category avg: 8.6/10)

**Who Is the Company Behind One to One Plus?**

- **Seller:** [One to One Plus](https://www.g2.com/sellers/one-to-one-plus)
- **Company Website:** https://onetooneplus.com/
- **Year Founded:** 2015
- **HQ Location:** Spartanburg, US
- **LinkedIn® Page:** https://www.linkedin.com/company/64506302 (18 employees on LinkedIn®)

**Who Uses This Product?**
- **Top Industries:** Primary/Secondary Education, Education Management
- **Company Size:** 47% Mid-Market, 33% Enterprise


#### What Are One to One Plus's Pros and Cons?

**Pros:**

- Ease of Use (19 reviews)
- Customer Support (18 reviews)
- Asset Management (11 reviews)
- Features (11 reviews)
- Helpful (10 reviews)

**Cons:**

- Missing Features (8 reviews)
- Limited Features (6 reviews)
- Software Bugs (4 reviews)
- Update Issues (4 reviews)
- Asset Management (3 reviews)


### What Do G2 Reviewers Say About One to One Plus?
*AI-generated summary from verified user reviews*

**Pros:**

- Users find One to One Plus extremely **user-friendly** , simplifying tasks and enhancing efficiency in inventory management.
- Users praise the **responsive and helpful customer support** , which significantly enhances the overall experience with One to One Plus.
- Users value the **efficient asset management** of One to One Plus, enhancing organization and streamlining tech inventory tasks.
- Users value the **wide variety of features** in One to One Plus that enhance efficiency and usability.
- Users highlight the **exceptional customer service** and responsive support, enhancing their experience with One to One Plus.

**Cons:**

- Users express a desire for **missing features** such as asset deletion and individualized role access in One to One Plus.
- Users find the **limited features** of One to One Plus restrictive, lacking customization and advanced functionality.
- Users report encountering **software bugs** that hinder functionality, particularly with dashboard graphs and email correspondence.
- Users often experience **update issues** that disrupt the dashboard layout and introduce bugs, impacting usability and reporting.
- Users face issues with **duplicate asset tags** in One to One Plus, complicating inventory management and usability.

#### What Are Recent G2 Reviews of One to One Plus?

**"[Efficient and User-Friendly, always willing to grow with their customer needs](https://www.g2.com/survey_responses/one-to-one-plus-review-11873935)"**

**Rating:** 5.0/5.0 stars
*— KAREN A.*

[Read full review](https://www.g2.com/survey_responses/one-to-one-plus-review-11873935)

---

**"[One to One Plus: Seamless Control, Every Day](https://www.g2.com/survey_responses/one-to-one-plus-review-11939309)"**

**Rating:** 4.5/5.0 stars
*— Randy R.*

[Read full review](https://www.g2.com/survey_responses/one-to-one-plus-review-11939309)

---


#### What Are G2 Users Discussing About One to One Plus?

- [What is One to One Plus used for?](https://www.g2.com/discussions/what-is-one-to-one-plus-used-for)

### 13. [DevRev](https://www.g2.com/products/devrev-devrev/reviews)
DevRev Computer is an AI-powered work platform that connects structured data (CRM records, tickets, log data) and unstructured data (documents, emails, meeting notes) into a unified knowledge graph. Data is synced from existing tools through a connector layer called AirSync. Computer searches across all connected systems, takes actions on behalf of users, automates workflows, and generates insights grounded in business context. It supports automated ticket resolution, customer account research, sales pipeline analysis, and cross-team reporting through purpose-built apps and custom AI agents. Available as a desktop app, mobile app, and browser interface.


**Average Rating:** 4.3/5.0
**Total Reviews:** 209
**How Do G2 Users Rate DevRev?**

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.0/10)
- **Workflow:** 8.6/10 (Category avg: 8.7/10)
- **Customization :** 7.8/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.1/10 (Category avg: 8.6/10)

**Who Is the Company Behind DevRev?**

- **Seller:** [DevRev](https://www.g2.com/sellers/devrev)
- **Company Website:** https://devrev.ai/
- **Year Founded:** 2020
- **HQ Location:** Palo Alto, CA
- **Twitter:** @devrev (3,269 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/devrev/ (937 employees on LinkedIn®)

**Who Uses This Product?**
- **Who Uses This:** HR Specialist, Product Manager
- **Top Industries:** Computer Software, Financial Services
- **Company Size:** 54% Mid-Market, 33% Small-Business


#### What Are DevRev's Pros and Cons?

**Pros:**

- Ease of Use (51 reviews)
- Efficiency (48 reviews)
- Features (46 reviews)
- Helpful (36 reviews)
- Insights (27 reviews)

**Cons:**

- Missing Features (29 reviews)
- Limited Features (20 reviews)
- Lack of Features (18 reviews)
- Learning Curve (18 reviews)
- Not Intuitive (16 reviews)


### What Do G2 Reviewers Say About DevRev?
*AI-generated summary from verified user reviews*

**Pros:**

- Users appreciate the **ease of use** of DevRev, noting its user-friendly interface and seamless navigation.
- Users commend the **efficiency** of DevRev, noting its rapid navigation and responsiveness enhances their support experience.
- Users appreciate the **intuitive and powerful features** of DevRev, enhancing communication and operational efficiency across teams.
- Users commend DevRev's **intuitive platform** , seamless communication, flexible workflows, and responsive support team, enhancing overall productivity.
- Users value the **robust functionality and insightful analytics** of DevRev, enhancing their customer engagement experience.

**Cons:**

- Users find several **missing features** in DevRev, particularly around automation, reporting, and cohort creation.
- Users note the **limited features** of DevRev, which restricts automation, reporting, and user flow analysis capabilities.
- Users find a **lack of features** in DevRev, impacting automation and reporting capabilities, but improvements are noted.
- Users find the **learning curve steep** , making it challenging for non-tech individuals to navigate DevRev effectively.
- Users find the product **not intuitive** , making it challenging for non-tech teams to navigate and utilize effectively.

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

**"[Powerful Traceability, Though Weighed Down by Complex Onboarding](https://www.g2.com/survey_responses/devrev-review-12756836)"**

**Rating:** 4.0/5.0 stars
*— Tushar M.*

[Read full review](https://www.g2.com/survey_responses/devrev-review-12756836)

---

**"[Great customer support agent and good set of connectors and nodes in workflow builder.](https://www.g2.com/survey_responses/devrev-review-10455174)"**

**Rating:** 4.5/5.0 stars
*— Vinod K.*

[Read full review](https://www.g2.com/survey_responses/devrev-review-10455174)

---



### 14. [Re:amaze](https://www.g2.com/products/re-amaze/reviews)
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.


**Average Rating:** 4.6/5.0
**Total Reviews:** 137
**How Do G2 Users Rate Re:amaze?**

- **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.0/10)
- **Workflow:** 9.0/10 (Category avg: 8.7/10)
- **Customization :** 8.5/10 (Category avg: 8.4/10)
- **Customer Portal:** 9.1/10 (Category avg: 8.6/10)

**Who Is the Company Behind Re:amaze?**

- **Seller:** [GoDaddy](https://www.g2.com/sellers/godaddy)
- **Year Founded:** 1997
- **HQ Location:** Scottsdale, AZ
- **Twitter:** @GoDaddy (274,844 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/7846/ (9,011 employees on LinkedIn®)
- **Ownership:** NYSE:GDDY

**Who Uses This Product?**
- **Who Uses This:** Owner, President
- **Top Industries:** Retail, Sporting Goods
- **Company Size:** 81% Small-Business, 17% Mid-Market


#### What Are Re:amaze's Pros and Cons?

**Pros:**

- Customer Support (1 reviews)
- Flexibility (1 reviews)



### What Do G2 Reviewers Say About Re:amaze?
*AI-generated summary from verified user reviews*

**Pros:**

- Users commend the **great customer support** of Re:amaze, enhancing their overall experience and satisfaction with the product.
- Users value the **flexibility** of Re:amaze, appreciating its versatile options and helpful AI features.


#### What Are Recent G2 Reviews of Re:amaze?

**"[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)

---

**"[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)

---


#### 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)

### 15. [ThriveDesk](https://www.g2.com/products/thrivedesk/reviews)
ThriveDesk is a full featured customer service software for SaaS and eCommerce. Features included Shared Inbox, Live Chat, Chatbot, Knowledge Base and more..


**Average Rating:** 4.9/5.0
**Total Reviews:** 66
**How Do G2 Users Rate ThriveDesk?**

- **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.0/10)
- **Workflow:** 9.1/10 (Category avg: 8.7/10)
- **Customization :** 8.6/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.8/10 (Category avg: 8.6/10)

**Who Is the Company Behind ThriveDesk?**

- **Seller:** [ThriveDesk](https://www.g2.com/sellers/thrivedesk)
- **Year Founded:** 2024
- **HQ Location:** Dhaka, BD
- **Twitter:** @thrivedesk (240 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/thrivedeskhq/ (6 employees on LinkedIn®)

**Who Uses This Product?**
- **Who Uses This:** CEO 
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 71% Small-Business, 43% Mid-Market


#### What Are ThriveDesk's Pros and Cons?

**Pros:**

- Features (11 reviews)
- Customer Support (10 reviews)
- Ease of Use (9 reviews)
- Intuitive (9 reviews)
- User Interface (9 reviews)

**Cons:**

- Limited Customization (6 reviews)
- Dashboard Issues (4 reviews)
- Poor Reporting (3 reviews)
- Integration Issues (2 reviews)
- Lack of Integrations (2 reviews)


### What Do G2 Reviewers Say About ThriveDesk?
*AI-generated summary from verified user reviews*

**Pros:**

- Users appreciate the **intuitive and user-friendly features** of ThriveDesk, enhancing customer service management efficiently.
- Users commend the **reliable customer support** of ThriveDesk, always ready to assist with helpful guidance.
- Users praise the **ease of use** with ThriveDesk, noting its straightforward setup and intuitive interface.
- Users appreciate the **intuitive design** of ThriveDesk, which makes navigation and customer support seamless and efficient.
- Users love the **intuitive and clean user interface** of ThriveDesk, making it easy for teams to learn quickly.

**Cons:**

- Users note a **limited customization** in ThriveDesk, wishing for more personalization in the dashboard and reporting features.
- Users wish for more **customization options** in ThriveDesk's dashboard and reporting features to enhance personalization.
- Users find the **reporting features limited** , wishing for more customizable options for better insights and flexibility.
- Users note that ThriveDesk's **limited third-party integrations** can hinder its overall effectiveness compared to competitors.
- Users find the tool effective but desire more **integrations and customization options** to enhance their workflows.

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

**"[ThriveDesk Simplifies Client Support with a Shared Inbox and Smart Automation](https://www.g2.com/survey_responses/thrivedesk-review-13144120)"**

**Rating:** 5.0/5.0 stars
*— Alexis  F.*

[Read full review](https://www.g2.com/survey_responses/thrivedesk-review-13144120)

---

**"[Unified Inbox That Keeps Client Communication Organized](https://www.g2.com/survey_responses/thrivedesk-review-13144493)"**

**Rating:** 5.0/5.0 stars
*— Bobby  H.*

[Read full review](https://www.g2.com/survey_responses/thrivedesk-review-13144493)

---


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

- [What is ThriveDesk used for?](https://www.g2.com/discussions/what-is-thrivedesk-used-for) - 1 comment

### 16. [Help Scout](https://www.g2.com/products/help-scout/reviews)
Help Scout is the go-to support platform for growing businesses. It's quick to set up, easy to use, and allows teams to manage all support interactions—whether through email, live chat, social media, or self-service—in one unified platform. With advanced tools for collaboration and organization, teams using Help Scout are able to assist 52% more customers. Those who take advantage of our AI features see an additional 36% boost in productivity. Plus, you can build help centers and embed support options directly on your website or app, giving customers instant answers and reducing support volume by 30%. It's no wonder Help Scout is a favorite among support professionals and customers. You can get started in just 15 minutes and become a power user within a day. Teams using Help Scout achieve 25% higher CSAT scores than the industry average and consistently surpass their metrics, helping more customers while delivering exceptional service.


**Average Rating:** 4.4/5.0
**Total Reviews:** 418
**How Do G2 Users Rate Help Scout?**

- **Has the product been a good partner in doing business?:** 9.1/10 (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:** 9.2/10 (Category avg: 8.6/10)

**Who Is the Company Behind Help Scout?**

- **Seller:** [Help Scout](https://www.g2.com/sellers/help-scout)
- **Company Website:** https://www.helpscout.com/
- **Year Founded:** 2011
- **HQ Location:** Boston, MA
- **Twitter:** @helpscout (11,601 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/1447019/ (291 employees on LinkedIn®)

**Who Uses This Product?**
- **Who Uses This:** Customer Success Manager, CEO
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 60% Small-Business, 33% Mid-Market


#### What Are Help Scout's Pros and Cons?

**Pros:**

- Ease of Use (14 reviews)
- Features (11 reviews)
- Helpful (11 reviews)
- Customer Support (7 reviews)
- Knowledge Base (7 reviews)

**Cons:**

- Lack of Features (8 reviews)
- Limited Features (7 reviews)
- Missing Features (7 reviews)
- Limited Customization (4 reviews)
- Limited Functionality (4 reviews)


### What Do G2 Reviewers Say About Help Scout?
*AI-generated summary from verified user reviews*

**Pros:**

- Users appreciate the **ease of use** with Help Scout, finding navigation intuitive and support integration seamless.
- Users value the **responsive technical support** and continual updates, enhancing their experience with helpful new features.
- Users value the **helpful support** from Help Scout, appreciating constant updates and responsive feature requests.
- Users value the **responsive customer support** from Help Scout, enhancing their overall service experience over the years.
- Users love the **knowledge base accessibility** of Help Scout, enabling customers to find solutions independently.

**Cons:**

- Users find Help Scout's **limited features** frustrating, especially for advanced reporting and customization needs.
- Users find Help Scout's **limited features** restrictive, especially regarding analytics, customization, and chat availability.
- Users desire **more advanced features** in Help Scout, such as enhanced collaboration and better search functionalities.
- Users find the **limited customization** options of Help Scout restrictive, impacting their ability to tailor the experience.
- Users find the **limited functionality** of Help Scout restrictive, desiring more advanced features and better content management options.

#### What Are Recent G2 Reviews of Help Scout?

**"[Seamless, Human-Like Support Emails with Strong Behind-the-Scenes Collaboration](https://www.g2.com/survey_responses/help-scout-review-12844841)"**

**Rating:** 4.0/5.0 stars
*— Afzal M.*

[Read full review](https://www.g2.com/survey_responses/help-scout-review-12844841)

---

**"[Customer Context at a Glance with Human, Efficient Workflows](https://www.g2.com/survey_responses/help-scout-review-12639419)"**

**Rating:** 4.0/5.0 stars
*— Noxy P.*

[Read full review](https://www.g2.com/survey_responses/help-scout-review-12639419)

---


#### What Are G2 Users Discussing About Help Scout?

- [What is Help Scout used for?](https://www.g2.com/discussions/what-is-help-scout-used-for)
- [Is Helpscout a CRM?](https://www.g2.com/discussions/is-helpscout-a-crm) - 1 comment
- [What should I look for in a ticketing system?](https://www.g2.com/discussions/what-should-i-look-for-in-a-ticketing-system) - 2 comments
- [What is customer support software?](https://www.g2.com/discussions/what-is-customer-support-software) - 1 comment
- [What is help scout?](https://www.g2.com/discussions/what-is-help-scout) - 1 comment

### 17. [NICE CXone](https://www.g2.com/products/nice-cxone/reviews)
NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes. www.nice.com


**Average Rating:** 4.3/5.0
**Total Reviews:** 1,604
**How Do G2 Users Rate NICE CXone?**

- **Has the product been a good partner in doing business?:** 8.2/10 (Category avg: 9.0/10)
- **Workflow:** 8.6/10 (Category avg: 8.7/10)
- **Customization :** 9.1/10 (Category avg: 8.4/10)
- **Customer Portal:** 9.4/10 (Category avg: 8.6/10)

**Who Is the Company Behind NICE CXone?**

- **Seller:** [NiCE](https://www.g2.com/sellers/nice)
- **Year Founded:** 1986
- **HQ Location:** Hoboken, New Jersey
- **Twitter:** @NICELtd (14,655 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/nice-systems/ (14,099 employees on LinkedIn®)
- **Ownership:** NASDAQ: NICE

**Who Uses This Product?**
- **Who Uses This:** Customer Service Representative, Customer Service Agent
- **Top Industries:** Consumer Services, Information Technology and Services
- **Company Size:** 52% Mid-Market, 34% Enterprise


#### What Are NICE CXone's Pros and Cons?

**Pros:**

- Ease of Use (38 reviews)
- Features (27 reviews)
- Efficiency (26 reviews)
- Helpful (21 reviews)
- User Interface (15 reviews)

**Cons:**

- Call Issues (14 reviews)
- Technical Issues (14 reviews)
- Learning Curve (10 reviews)
- Missing Features (10 reviews)
- Poor Customer Support (10 reviews)


### What Do G2 Reviewers Say About NICE CXone?
*AI-generated summary from verified user reviews*

**Pros:**

- Users find NICE CXone to be an **easy-to-use platform** that simplifies various organizational needs effectively.
- Users value the **excellent call quality and intuitive design** of NICE CXone, enhancing professional communication and ease of use.
- Users value the **efficiency** of NICE CXone, appreciating its quick updates and user-friendly automation features.
- Users find NICE CXone to be exceptionally **helpful** for efficiently addressing customer issues with valuable automated responses.
- Users praise the **intuitive interface** of NICE CXone, appreciating its ease of navigation and seamless cloud-based calling experience.

**Cons:**

- Users often face **call issues** , including dropped calls and improper display, impacting overall reliability and experience.
- Users face various **technical issues** with NICE CXone, including lag, outages, and unclear documentation, impacting usability.
- Users struggle with the **steep learning curve** of NICE CXone, highlighting the need for improved training resources.
- Users find the **missing features** in NICE CXone frustrating, particularly regarding reporting and dashboard customization limitations.
- Users express frustration with **poor customer support** , finding it difficult to get timely assistance when needed.

#### What Are Recent G2 Reviews of NICE CXone?

**"[Reliable and Efficient Customer Experience Platform](https://www.g2.com/survey_responses/nice-cxone-review-11739091)"**

**Rating:** 4.5/5.0 stars
*— Alex L.*

[Read full review](https://www.g2.com/survey_responses/nice-cxone-review-11739091)

---

**"[Cxone Simplifies Calling and Scheduling in One Place](https://www.g2.com/survey_responses/nice-cxone-review-12717141)"**

**Rating:** 4.5/5.0 stars
*— Nilesh S.*

[Read full review](https://www.g2.com/survey_responses/nice-cxone-review-12717141)

---


#### What Are G2 Users Discussing About NICE CXone?

- [How does NICE CXone enhance customer service, and what features should a new user focus on for maximum impact?](https://www.g2.com/discussions/how-does-nice-cxone-enhance-customer-service-and-what-features-should-a-new-user-focus-on-for-maximum-impact)
- [What is NICE CXone used for?](https://www.g2.com/discussions/what-is-nice-cxone-used-for) - 1 comment
- [What does NICE inContact do?](https://www.g2.com/discussions/what-does-nice-incontact-do)
- [When did nice acquire inContact?](https://www.g2.com/discussions/when-did-nice-acquire-incontact)
- [What is inContact?](https://www.g2.com/discussions/what-is-incontact)

### 18. [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews)
HappyFox Help Desk is a comprehensive support and ticket management platform that consolidates customer and internal queries from multiple channels, including email, chat, and web portals. With a user-friendly interface, robust automation, and advanced reporting capabilities, it enhances response times and customer satisfaction. Trusted by over 12,000 companies in 70+ countries, HappyFox serves diverse industries such as education, IT, media, e-commerce, retail, manufacturing, non-profit, and government, ensuring seamless support operations across various sectors. HappyFox Help Desk is designed to deliver seamless support through omnichannel ticketing, which consolidates customer interactions into a single, unified interface. It offers efficient ticket management with customizable statuses and queues, enhanced team collaboration with private notes and task management, and powerful automation tools to streamline routine tasks. These features make it ideal for businesses of all sizes, as well as internal teams such as Facilities, IT, and HR, ensuring a productive and organized help desk environment. Enterprises choose HappyFox for its tailored solutions and comprehensive tech stack, which includes smart automation, SLA management, real-time reporting, and a robust knowledge base. Our consultative approach ensures customized solutions that fit unique requirements, supported by a dedicated expert team for rapid issue resolution. HappyFox's extensive knowledge base and seamless integrations with enterprise tools enable effortless implementation and scalability, making it the preferred choice for enterprises looking to enhance their support operations and achieve higher efficiency and customer satisfaction.


**Average Rating:** 4.5/5.0
**Total Reviews:** 137
**How Do G2 Users Rate HappyFox Help Desk?**

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.0/10)
- **Workflow:** 8.8/10 (Category avg: 8.7/10)
- **Customization :** 8.3/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.9/10 (Category avg: 8.6/10)

**Who Is the Company Behind HappyFox Help Desk?**

- **Seller:** [HappyFox Inc.](https://www.g2.com/sellers/happyfox-inc)
- **Year Founded:** 2011
- **HQ Location:** Irvine, California
- **LinkedIn® Page:** https://www.linkedin.com/company/3190470/ (147 employees on LinkedIn®)
- **Phone:** +1 (949) 535-2220

**Who Uses This Product?**
- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 42% Mid-Market, 39% Small-Business


#### What Are HappyFox Help Desk's Pros and Cons?

**Pros:**

- Ease of Use (7 reviews)
- Customer Support (5 reviews)
- Automation (3 reviews)
- Easy Setup (3 reviews)
- Efficiency (3 reviews)

**Cons:**

- Call Functionality (1 reviews)
- Complex Usability (1 reviews)
- Email Communication Issues (1 reviews)
- Email Management Issues (1 reviews)
- Expensive (1 reviews)


### What Do G2 Reviewers Say About HappyFox Help Desk?
*AI-generated summary from verified user reviews*

**Pros:**

- Users find HappyFox Help Desk to be **easy and intuitive to use** , enhancing their overall experience with efficient ticket management.
- Users praise the **responsive customer support** of HappyFox Help Desk, highlighting their friendly and helpful assistance.
- Users commend HappyFox Help Desk for its **automation capabilities** , enhancing ease of ticket management and customer support efficiency.
- Users find the **easy setup** of HappyFox Help Desk to be intuitive and user-friendly, enhancing their overall experience.
- Users highlight the **efficiency** of HappyFox Help Desk, enhancing productivity and simplifying client interactions for teams.

**Cons:**

- Users often face **call functionality issues** , experiencing difficulties when trying to CC others and viewing their tickets.
- Users find the **complex usability** of HappyFox Help Desk challenging compared to their previous GSuite Help Desk.
- Users wish for more **flexibility in features** and a lower price point to accommodate larger teams.
- Users feel the **email management issues** hinder effective ticket routing and create confusion with notifications.
- Users feel the **pricing is steep** , limiting accessibility and flexibility for larger teams within HappyFox Help Desk.

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

**"[Excellent tool for managing insurance queries, keeping a check on timeline and responding quickly.](https://www.g2.com/survey_responses/happyfox-help-desk-review-11735735)"**

**Rating:** 5.0/5.0 stars
*— Verified User in Hospital & Health Care*

[Read full review](https://www.g2.com/survey_responses/happyfox-help-desk-review-11735735)

---

**"[Simple and effective customer support](https://www.g2.com/survey_responses/happyfox-help-desk-review-11461071)"**

**Rating:** 4.5/5.0 stars
*— Jorge R.*

[Read full review](https://www.g2.com/survey_responses/happyfox-help-desk-review-11461071)

---


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

- [What is HappyFox Help Desk used for?](https://www.g2.com/discussions/what-is-happyfox-help-desk-used-for)
- [How much does HappyFox cost?](https://www.g2.com/discussions/how-much-does-happyfox-cost)
- [What is a help desk ticket?](https://www.g2.com/discussions/what-is-a-help-desk-ticket)
- [What is the basic function of a help desk?](https://www.g2.com/discussions/what-is-the-basic-function-of-a-help-desk)
- [What is HappyFox?](https://www.g2.com/discussions/what-is-happyfox)

### 19. [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:** https://www.linkedin.com/company/3150436/ (54 employees on LinkedIn®)

**Who Uses This Product?**
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 77% Small-Business, 22% Mid-Market


#### What Are GrooveHQ's Pros and Cons?

**Pros:**

- Customer Support (2 reviews)
- Helpful (2 reviews)
- Automation (1 reviews)
- Ease of Use (1 reviews)
- Easy Setup (1 reviews)

**Cons:**

- Chat Functionality Issues (1 reviews)
- Comment Issues (1 reviews)
- Email Communication Issues (1 reviews)
- Issue Resolution (1 reviews)
- Merging Issues (1 reviews)


### 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)

### 20. [Thena](https://www.g2.com/products/thena/reviews)
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.


**Average Rating:** 4.9/5.0
**Total Reviews:** 65
**How Do G2 Users Rate Thena?**

- **Has the product been a good partner in doing business?:** 9.9/10 (Category avg: 9.0/10)
- **Workflow:** 9.5/10 (Category avg: 8.7/10)
- **Customization :** 9.1/10 (Category avg: 8.4/10)
- **Customer Portal:** 9.3/10 (Category avg: 8.6/10)

**Who Is the Company Behind Thena?**

- **Seller:** [Thena](https://www.g2.com/sellers/thena)
- **Year Founded:** 2022
- **HQ Location:** Palo Alto , California
- **Twitter:** @thenaplatform (540 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/thena-platform (24 employees on LinkedIn®)

**Who Uses This Product?**
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 58% Small-Business, 38% Mid-Market


#### What Are Thena's Pros and Cons?

**Pros:**

- Case Management (3 reviews)
- Efficiency (3 reviews)
- Ticket Management (3 reviews)
- Customer Satisfaction (2 reviews)
- Integrations (2 reviews)

**Cons:**

- Limited Features (1 reviews)
- Limited Functionality (1 reviews)
- Missing Features (1 reviews)
- Platform Limitations (1 reviews)
- Poor Customer Support (1 reviews)


### What Do G2 Reviewers Say About Thena?
*AI-generated summary from verified user reviews*

**Pros:**

- Users appreciate Thena for its **efficient case management** , enhancing customer interactions and streamlining support processes.
- Users appreciate the **efficiency** of Thena for managing customer interactions and improving communication between departments.
- Users find Thena's **intuitive ticket management** enhances communication and streamlines customer support across departments.
- Users value **customer satisfaction** achieved through Thena's efficient management and streamlined support processes.
- Users appreciate the **seamless integrations** of Thena with Slack, enhancing customer support and agile workflows significantly.

**Cons:**

- Users notice the **limited platform support** of Thena, as it doesn't cater to all messaging services effectively.
- Users find **limited platform support** with Thena, making it challenging for those using other communication tools.
- Users find Thena's **limited platform support** an issue, especially if they use platforms like Discord or WhatsApp.
- Users note **limited platform support** , making Thena less suitable for those using alternative communication tools.
- Users experience **poor customer support** , finding it difficult to access assistance for their queries and concerns.

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

**"[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)

---

**"[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)

---



### 21. [Helpshift](https://www.g2.com/products/helpshift/reviews)
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.


**Average Rating:** 4.3/5.0
**Total Reviews:** 341
**How Do G2 Users Rate Helpshift?**

- **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.0/10)
- **Workflow:** 8.5/10 (Category avg: 8.7/10)
- **Customization :** 8.1/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.6/10 (Category avg: 8.6/10)

**Who Is the Company Behind Helpshift?**

- **Seller:** [Keywords Studios](https://www.g2.com/sellers/keywords-studios)
- **Company Website:** https://www.keywordsstudios.com
- **Year Founded:** 1998
- **HQ Location:** Dublin, County Dublin, Ireland
- **Twitter:** @KeywordsStudios (5,057 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/keywordsstudios (11,564 employees on LinkedIn®)

**Who Uses This Product?**
- **Who Uses This:** Customer Service Representative, Customer Support
- **Top Industries:** Computer Games, Entertainment
- **Company Size:** 62% Mid-Market, 22% Small-Business


#### What Are Helpshift's Pros and Cons?

**Pros:**

- Ease of Use (3 reviews)
- Features (3 reviews)
- Case Management (2 reviews)
- Efficiency (2 reviews)
- Navigation Ease (2 reviews)

**Cons:**

- Connection Issues (2 reviews)
- Software Unresponsiveness (2 reviews)
- Difficult Navigation (1 reviews)
- Downtime (1 reviews)
- Lack of Detail (1 reviews)


### What Do G2 Reviewers Say About Helpshift?
*AI-generated summary from verified user reviews*

**Pros:**

- Users value the **ease of use** of Helpshift, finding it user-friendly and efficient for managing customer support tasks.
- Users appreciate the **user-friendly ticket management system** and automation tools that enhance efficiency and customer experience.
- Users value the **efficient case management** system in Helpshift, enhancing organization and accelerating resolution times for customer issues.
- Users value the **efficient ticket management and automation** in Helpshift, enhancing resolution times and user experience.
- Users find Helpshift to provide **navigation ease** , making ticket tracking and customer interactions straightforward and efficient.

**Cons:**

- Users face **connection issues** and unresponsiveness, leading to frustrations with the product's reliability.
- Users frequently face **software unresponsiveness** , leading to connection issues and frustrating loading delays.
- Users find the product's **difficult navigation** challenging, especially due to the lack of a mobile app.
- Users often experience **downtime** with Helpshift, impacting their connection and responsiveness during critical moments.
- Users feel the **lack of detail** in reporting features hinders effective tracking of agent performance and customer satisfaction.

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

**"[Highly Customizable, But Setup Needs Streamlining](https://www.g2.com/survey_responses/helpshift-review-13113397)"**

**Rating:** 4.5/5.0 stars
*— Sean T.*

[Read full review](https://www.g2.com/survey_responses/helpshift-review-13113397)

---

**"[Lightning-Fast Onboarding, Easy to Use, and Straight-forward Interface](https://www.g2.com/survey_responses/helpshift-review-13115642)"**

**Rating:** 4.5/5.0 stars
*— Verified User in Computer Games*

[Read full review](https://www.g2.com/survey_responses/helpshift-review-13115642)

---


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

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

### 22. [Tidio](https://www.g2.com/products/tidio/reviews)
Tidio is an all-in-one customer support software suite comprising (1) help desk, (2) live chat, (3) chatbot automation, and (4) AI agent features. Over 300,000 businesses across ecommerce, services, and tech use Tidio to streamline communication, resolve issues faster, and drive more sales. With Tidio, support teams can engage customers in real time via live chat, automate responses to FAQs with Flows (rules-based chatbots), and manage conversations from multiple channels like email, Messenger, Instagram, WhatsApp, and email in one unified dashboard. At the heart of the platform is Lyro, Tidio’s conversational AI agent and chatbot, capable of resolving up to 67% of common customer inquiries without human involvement. With a single click, Lyro starts using your company’s existing help content to provide accurate and brand-consistent responses without making up answers. When in doubt, the AI agent will hand over the ticket to your team, enhancing trust between users and your brand. Tidio empowers businesses to scale their support without overwhelming their teams. It reduces missed chats, shortens response times, and frees up agents to focus on complex issues. Start free and get 50 AI-powered conversations with Lyro. No credit card required. 💬 Live Chat • Real-Time Support – Engage with visitors instantly through a lightweight chat widget. • Live Typing Preview – See what users are typing before they hit send. • Canned Responses – Use pre-written replies for quick, consistent answers. • AI Reply Assistant – Enhance responses with GPT-4 suggestions. • User Management – Ban users by IP, view live visitor lists. • Chat Transcripts – Save or email conversation history. • Attachments – Support for sending files (images, docs, videos). ⚙️ Flows (Chatbot Automation) • Visual Automation Builder – No-code drag & drop builder for custom flows. • Pre-designed Templates – 40+ templates designed for eCommerce. • Data Collection – Auto-capture contact info and feedback. • Abandoned Cart Recovery – Send timed offers/discounts. • Third-Party Integrations – Sync data with external tools and platforms. 🤖 Lyro (AI Agent) • Conversational AI – Automatically resolve up to 70% of questions. • Product Recommendations – Suggest items based on Shopify product data. • Multichannel Support – Works across live chat, WhatsApp, Instagram, Messenger. • Multilingual Capabilities – Respond in English, Spanish, French, Portuguese, German. • Analytics – Review AI performance and conversation stats. 🛒 Order Management (for Shopify) • Cart Preview – See what's in the customer's cart in real time. • Order History Access – View past orders for personalized help. • Direct Product Recommendations – Suggest products inside the chat. • Order Management – Cancel, update, or refund orders via chat. • Discount Offering – Share coupon codes live in conversation. 🎫 Ticketing System • Unified Ticket Creation – Convert emails/chats into support tickets. • Tagging and Prioritization – Organize and prioritize tasks. • Operator Tracking – Know who’s assigned to what. • Advanced Filtering – Quickly sort through tickets. • Spam Management – Auto-detect and filter irrelevant messages. 📡 Communication Channels Manage all in one dashboard: • Live Chat – Real-time website conversations. • Email – Integrate multiple inboxes. • Instagram – Reply to DMs and reactions. • Messenger – Chat with Facebook users. 🎨 Customization • Branding – Match chat widget to your site's look & feel. • Visibility Settings – Customize widget display by time/device. • Offline Messaging – Capture leads when you're offline. 📊 Analytics • Performance Monitoring – Track response times, satisfaction, missed chats. • Team Insights – Evaluate individual/team productivity. • Flow Analysis – Optimize automations based on performance data. 🔒 Privacy & Compliance • SOC 2 Type 2 • GDPR • CCPA • EU-US DPF • CPRA • AI Pact


**Average Rating:** 4.6/5.0
**Total Reviews:** 1,844
**How Do G2 Users Rate Tidio?**

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.0/10)
- **Workflow:** 8.6/10 (Category avg: 8.7/10)
- **Customization :** 8.9/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.8/10 (Category avg: 8.6/10)

**Who Is the Company Behind Tidio?**

- **Seller:** [Tidio](https://www.g2.com/sellers/tidio)
- **Company Website:** https://www.tidio.com/
- **Year Founded:** 2013
- **HQ Location:** San Francisco, California
- **Twitter:** @tidiocx (1,306 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/3343461/ (177 employees on LinkedIn®)

**Who Uses This Product?**
- **Who Uses This:** Owner, CEO
- **Top Industries:** Retail, Marketing and Advertising
- **Company Size:** 90% Small-Business, 8% Mid-Market


#### What Are Tidio's Pros and Cons?

**Pros:**

- Ease of Use (225 reviews)
- Helpful (184 reviews)
- Chatbots (155 reviews)
- Easy Setup (154 reviews)
- Features (139 reviews)

**Cons:**

- Expensive (76 reviews)
- Missing Features (59 reviews)
- Limited Customization (57 reviews)
- Cost (56 reviews)
- Limited Features (55 reviews)


### What Do G2 Reviewers Say About Tidio?
*AI-generated summary from verified user reviews*

**Pros:**

- Users love the **ease of use** of Tidio, enhancing team communication and providing seamless customer interaction.
- Users appreciate Tidio for its **immediate customer support capabilities** , enhancing engagement and satisfaction with timely assistance.
- Users are impressed by Tidio's **efficient AI chatbot** , which enhances customer communication and support during peak times.
- Users praise Tidio's **easy setup** , making the initial configuration smooth and efficient for getting started quickly.
- Users love Tidio’s **real-time engagement features** , making customer interaction seamless and effective across multiple platforms.

**Cons:**

- Users find Tidio **expensive** , especially for freelancers seeking affordable licensing options that meet their needs.
- Users find the **missing features** in Tidio, like geolocation, to be costly and lacking in flexibility.
- Users find Tidio's **limited customization** frustrating, wishing for more control over chatbot settings and workflows.
- Users find Tidio's pricing to be **too expensive** and suggest a more flexible payment model for better affordability.
- Users desire **more features** in Tidio, such as additional chatbot styles and improved editing capabilities on mobile.

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

**"[Effective Chat Automation for Travel Customer Engagement](https://www.g2.com/survey_responses/tidio-review-12974054)"**

**Rating:** 4.5/5.0 stars
*— Advik D.*

[Read full review](https://www.g2.com/survey_responses/tidio-review-12974054)

---

**"[I honestly didn't expect Lyro AI to work this well](https://www.g2.com/survey_responses/tidio-review-13042494)"**

**Rating:** 4.5/5.0 stars
*— Alamgir H.*

[Read full review](https://www.g2.com/survey_responses/tidio-review-13042494)

---


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

- [How can I set up and optimize chatbots in Tidio for my e-commerce site?](https://www.g2.com/discussions/how-can-i-set-up-and-optimize-chatbots-in-tidio-for-my-e-commerce-site) - 3 comments
- [What is Tidio used for?](https://www.g2.com/discussions/what-is-tidio-used-for) - 4 comments, 1 upvote
- [How do I uninstall Tidio?](https://www.g2.com/discussions/how-do-i-uninstall-tidio) - 1 comment
- [Is Tidio safe?](https://www.g2.com/discussions/is-tidio-safe) - 7 comments
- [How do you use Tidio?](https://www.g2.com/discussions/how-do-you-use-tidio) - 2 comments

### 23. [ALVAO Service Desk](https://www.g2.com/products/alvao-service-desk/reviews)
ALVAO Service Desk is a Microsoft-native ITSM platform that centralizes requests across IT, HR, and Facilities. Integrated with Outlook and Teams, it allows employees to create, track, and resolve tickets directly in familiar tools. AI and Copilot features automate repetitive tasks, provide smart suggestions, and power a Teams-based virtual agent for 24/7 self-service. With transparent dashboards, SLA-driven prioritization, Power platform integration, no-code automatization and Power BI reporting, ALVAO delivers clarity and measurable results. Deployable in Azure or on-premises, and aligned with ISO 27001 and SOC 2, it combines security, flexibility, and scalability to streamline service delivery and drive organizational efficiency while ensuring compliance with standards such as Cyber Essentials and DORA. For more information visit www.alvao.com


**Average Rating:** 4.6/5.0
**Total Reviews:** 52
**How Do G2 Users Rate ALVAO Service Desk?**

- **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.0/10)
- **Workflow:** 9.6/10 (Category avg: 8.7/10)
- **Customization :** 7.3/10 (Category avg: 8.4/10)
- **Customer Portal:** 7.8/10 (Category avg: 8.6/10)

**Who Is the Company Behind ALVAO Service Desk?**

- **Seller:** [ALVAO](https://www.g2.com/sellers/alvao)
- **Year Founded:** 1999
- **HQ Location:** Brno, CZ
- **LinkedIn® Page:** https://www.linkedin.com/company/alvao/ (54 employees on LinkedIn®)

**Who Uses This Product?**
- **Top Industries:** Government Administration
- **Company Size:** 65% Mid-Market, 29% Enterprise


#### What Are ALVAO Service Desk's Pros and Cons?

**Pros:**

- Automation (4 reviews)
- Time-saving (4 reviews)
- User Interface (4 reviews)
- Collaboration (3 reviews)
- Deployment Ease (3 reviews)

**Cons:**

- Insufficient Information (2 reviews)
- Limited Customization (2 reviews)
- Bugs (1 reviews)
- Complexity (1 reviews)
- Complex Reporting (1 reviews)


### What Do G2 Reviewers Say About ALVAO Service Desk?
*AI-generated summary from verified user reviews*

**Pros:**

- Users praise the **effortless automation** of processes with ALVAO, significantly enhancing efficiency and digitalization across departments.
- Users appreciate the **time-saving automation** of ALVAO Service Desk, streamlining processes and reducing manual work significantly.
- Users appreciate the **intuitive and user-friendly interface** of ALVAO Service Desk, streamlining their helpdesk operations.
- Users value the **collaboration features** of ALVAO Service Desk for seamless communication across departments and efficient processes.
- Users appreciate the **deployment ease** of ALVAO Service Desk, enabling fast provisioning and smooth implementation for new services.

**Cons:**

- Users find the **insufficient information** regarding custom forms complicates their experience with ALVAO Service Desk.
- Users find the **limited customization** of ALVAO Service Desk's forms and reports can complicate usage and documentation.
- Users experience **sporadic bugs** that are usually minor and resolved through updates or consultancy assistance.
- Users find the **creation of custom forms complex** , often requiring additional documentation for better understanding.
- Users feel that the **complex reporting** features require easier customization to enhance usability and effectiveness.

#### What Are Recent G2 Reviews of ALVAO Service Desk?

**"[User review after 3 years of use](https://www.g2.com/survey_responses/alvao-service-desk-review-9458381)"**

**Rating:** 4.0/5.0 stars
*— Tomáš V.*

[Read full review](https://www.g2.com/survey_responses/alvao-service-desk-review-9458381)

---

**"[Great product and the support team](https://www.g2.com/survey_responses/alvao-service-desk-review-11034772)"**

**Rating:** 4.5/5.0 stars
*— Lukáš S.*

[Read full review](https://www.g2.com/survey_responses/alvao-service-desk-review-11034772)

---


#### What Are G2 Users Discussing About ALVAO Service Desk?

- [What is ALVAO Service Desk used for?](https://www.g2.com/discussions/what-is-alvao-service-desk-used-for)

### 24. [Helpdesk 365](https://www.g2.com/products/helpdesk-365/reviews)
Helpdesk 365 is a reliable AI-powered helpdesk software built to simplify internal support operations and boost team productivity. Designed for businesses using Microsoft 365, it integrates seamlessly with Microsoft Teams, Outlook, SharePoint, Power BI, and Power Automate and inbuilt MS Copilot so users can manage tickets without leaving the existing workflow. This versatile IT ticketing system supports multiple department mailboxes, integrates with asset management tools, blocks spam emails and domains, and is available in 10 languages. Employees can raise requests directly through Microsoft Forms, making it easier to capture and track every support need. AI-powered ticket summaries, intelligent routing, and automated workflows help agents resolve issues faster. SLA tracking, real-time notifications, and a self-service portal with a searchable knowledge base reduce repetitive inquiries and improve employee satisfaction. Whether for IT support, HR teams, or customer service, Helpdesk 365 delivers everything businesses need in one help desk software platform. Advanced analytics and reporting provide actionable insights into ticket trends, resolution times, and email-to-ticket conversions, enabling data-driven decisions that improve service quality. Built on Microsoft’s secure ecosystem, Helpdesk 365 offers enterprise-grade security with data encryption, role-based access, and compliance with Microsoft 365 standards ensuring sensitive information stays protected while allowing smooth collaboration across departments. With its no-code workflow configuration, Helpdesk 365 is easy to adapt for organizations of any size, helping teams save time, reduce costs, deliver a faster and more reliable support experience.


**Average Rating:** 4.7/5.0
**Total Reviews:** 243
**How Do G2 Users Rate Helpdesk 365?**

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.0/10)
- **Workflow:** 9.3/10 (Category avg: 8.7/10)
- **Customization :** 9.1/10 (Category avg: 8.4/10)
- **Customer Portal:** 9.0/10 (Category avg: 8.6/10)

**Who Is the Company Behind Helpdesk 365?**

- **Seller:** [CubicLogics](https://www.g2.com/sellers/cubiclogics)
- **Company Website:** https://www.apps365.com/
- **Year Founded:** 2015
- **HQ Location:** Wilmington, US
- **Twitter:** @cubiclogics (17 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/cubiclogics/ (133 employees on LinkedIn®)

**Who Uses This Product?**
- **Top Industries:** Insurance, Computer & Network Security
- **Company Size:** 49% Mid-Market, 9% Enterprise


#### What Are Helpdesk 365's Pros and Cons?

**Pros:**

- Ease of Use (28 reviews)
- Customer Support (13 reviews)
- Helpful (11 reviews)
- Features (9 reviews)
- Ticket Management (9 reviews)

**Cons:**

- Slow Performance (5 reviews)
- Complex Setup (4 reviews)
- Performance Issues (4 reviews)
- Poor Performance (4 reviews)
- Bugs (3 reviews)


### What Do G2 Reviewers Say About Helpdesk 365?
*AI-generated summary from verified user reviews*

**Pros:**

- Users appreciate the **ease of use** of Helpdesk 365, allowing for quick setup and efficient tracking.
- Users appreciate the **helpful and responsive customer support** of Helpdesk 365, enhancing their overall experience with IT ticketing.
- Users find Helpdesk 365 to be a **very helpful tool** that easily integrates and meets various organizational needs.
- Users appreciate the **seamless integration** of Helpdesk 365 with O365 applications, enhancing productivity and user satisfaction.
- Users value the **organization and clarity** of ticket management in Helpdesk 365, enhancing team efficiency and support.

**Cons:**

- Users experience **slow performance** with Helpdesk 365, often requiring additional support for smoother operation.
- Users find the **complex setup** challenging, often needing support and facing slow, clunky configurations.
- Users report **performance issues** with Helpdesk 365, noting slowness and the need to reload pages frequently.
- Users report **poor performance** with Helpdesk 365, noting slow loading times and a need for improved workflows.
- Users experience occasional **bugs** , but appreciate the responsive and knowledgeable support offered by Helpdesk 365.

#### What Are Recent G2 Reviews of Helpdesk 365?

**"[Keeping everyone informed throughout the ticket lifecycle](https://www.g2.com/survey_responses/helpdesk-365-review-13035757)"**

**Rating:** 5.0/5.0 stars
*— Hannah F.*

[Read full review](https://www.g2.com/survey_responses/helpdesk-365-review-13035757)

---

**"[Highly Customizable and Exceeds Our Needs](https://www.g2.com/survey_responses/helpdesk-365-review-12775098)"**

**Rating:** 5.0/5.0 stars
*— Alan M.*

[Read full review](https://www.g2.com/survey_responses/helpdesk-365-review-12775098)

---


#### What Are G2 Users Discussing About Helpdesk 365?

- [What is HR365 - Helpdesk used for?](https://www.g2.com/discussions/what-is-hr365-helpdesk-used-for) - 1 comment

### 25. [LiveChat](https://www.g2.com/products/livechat/reviews)
LiveChat is a comprehensive customer communication platform that enables businesses to connect with their website visitors and customers in real-time, driving sales, delivering support, and enhancing customer satisfaction. Designed for ecommerce teams, the platform boosts AOV, upsell, and overall ROI by engaging shoppers at the right moment and converting more traffic into revenue. AI and advanced analytics surface sales opportunities, automate routine conversations, and give clear visibility into performance. All essential tools - including AI automation, analytics, a customizable chat widget, and agent apps - come together in one easy-to-deploy, no-code platform that delivers value quickly. ✅ Benefits • Higher conversions by capturing visitor attention at key moments through proactive, real-time engagement. • Lower operational overhead and greater agent productivity thanks to managing all communication channels in one unified workspace. • Better business decisions and clearer performance insights driven by transparent reporting on conversions, lead quality, and sales opportunities. • Faster responses and more time for high-value conversations enabled by AI that automates routine work and supports agents with smart assistance. • Stronger customer engagement and higher average order value through chat experiences tailored to your brand and optimized for upsell. 💬 Key features • Chat tools and widget: Real-time, two-way conversations with visitors, supported by file sharing, chat archives, automated greetings (like sneak-peek and inactivity prompts), seamless chat transfer, and post-chat ratings. • Multi-channel messaging: Manage all conversations from a single workspace - one license covers unlimited websites and apps, plus Facebook Messenger, WhatsApp Business, and email. • AI and automation: Leverage built-in AI features, including Copilot, reply suggestions, chat summaries, and insights extracted from high-volume conversations to boost efficiency and speed. • Analytics and reporting: Access intuitive dashboards that track agent performance, conversions, customer behavior, and more, with robust filtering and easy data export. • Customization and integrations: Tailor the widget’s appearance, language, and brand voice, and extend capabilities with 200+ integrations across CRMs, ecommerce platforms, help desks, and automation tools. • Easy implementation: Add LiveChat to your site with a simple code snippet-no heavy development or complex setup required. • Security and support: Benefit from enterprise-grade security, reliable infrastructure, and 24/7/365 customer support to keep your communication running flawlessly. 🌎 Trusted by teams worldwide to drive growth Thousands of companies worldwide utilize LiveChat to deliver fast and personalized customer interactions. Over 40% of customers prefer brands that offer live chat, and businesses that consistently use it see higher conversion rates and stronger engagement. LiveChat helps teams work more efficiently, improve satisfaction, and drive measurable growth. Adding specific customer results - like increases in conversions or agent productivity - can further highlight its impact. About Us LiveChat was created by Text S.A., a global software company headquartered in Wrocław, Poland. For over two decades, we’ve been dedicated to building tools that help businesses communicate better with their customers. LiveChat serves companies in more than 150 countries - from growing ecommerce stores to established B2B SaaS organizations - empowering them to deliver fast, personal, and effective customer service.


**Average Rating:** 4.5/5.0
**Total Reviews:** 786
**How Do G2 Users Rate LiveChat?**

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.0/10)
- **Workflow:** 9.0/10 (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 LiveChat?**

- **Seller:** [Text](https://www.g2.com/sellers/text)
- **Company Website:** https://www.text.com/
- **Year Founded:** 2002
- **HQ Location:** Boston, MA, USA
- **Twitter:** @text_hq (150 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/text/ (381 employees on LinkedIn®)

**Who Uses This Product?**
- **Who Uses This:** Customer Service Representative, CEO
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 44% Small-Business, 37% Mid-Market


#### What Are LiveChat's Pros and Cons?

**Pros:**

- Ease of Use (24 reviews)
- Features (20 reviews)
- Live Chat (19 reviews)
- Helpful (16 reviews)
- Easy Setup (14 reviews)

**Cons:**

- Not Intuitive (7 reviews)
- Chatbot Issues (6 reviews)
- Chat Management (5 reviews)
- Expensive (5 reviews)
- Improvements Needed (5 reviews)


### What Do G2 Reviewers Say About LiveChat?
*AI-generated summary from verified user reviews*

**Pros:**

- Users value the **ease of use** of LiveChat, appreciating its efficient features for both customers and agents.
- Users appreciate the **flexibility and customization** of LiveChat, enhancing engagement and streamlining communication with prospects.
- Users appreciate the **ease of use and setup** of LiveChat, enhancing effective communication with customers.
- Users appreciate the **helpful real-time interactions** of LiveChat that enhance customer support and drive revenue effectively.
- Users love the **easy setup** of LiveChat, appreciating its intuitive interface and prompt customer support.

**Cons:**

- Users find the **interface not intuitive** , making it hard to locate settings and navigate between features.
- Users experience **chatbot issues** with outdated information, lack of personal support, and overwhelming notifications during busy times.
- Users face **difficulties in chat management** , struggling with notifications and app accessibility during busy periods.
- Users find LiveChat **expensive** , especially nonprofits struggling with high costs and confusing pricing for additional features.
- Users feel LiveChat needs **improvements in AI integration and response templating** for a smoother experience and updated information.

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

**"[Message Sneak Peek Helps You Respond Faster and Stay Proactive](https://www.g2.com/survey_responses/livechat-review-12764598)"**

**Rating:** 4.0/5.0 stars
*— Sabina K.*

[Read full review](https://www.g2.com/survey_responses/livechat-review-12764598)

---

**"[I never thought reading customer conversations would be this useful](https://www.g2.com/survey_responses/livechat-review-13039388)"**

**Rating:** 4.5/5.0 stars
*— Yauhen D.*

[Read full review](https://www.g2.com/survey_responses/livechat-review-13039388)

---


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

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


## 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)
- [Social Customer Service Software](https://www.g2.com/categories/social-customer-service)
- [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management)
- [Conversational Support Software](https://www.g2.com/categories/conversational-support)
- [Shared Inbox Software](https://www.g2.com/categories/shared-inbox)
- [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. 

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. 

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.

###   



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## What Are the Most Common Questions About Help Desk Software?
*AI-generated · Last updated: June  3, 2026*
### Most recommended tech support software for medium-sized apps
Based on G2 reviews, several products in the Help Desk category are repeatedly described as strong fits for organized ticketing, automation, and multichannel support.

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service) — scalable ticketing and automation workflows.
- [Zoho Desk](https://www.g2.com/products/zoho-desk) — centralized support with follow-up visibility.
- [Freshdesk](https://www.g2.com/products/freshdesk) — easy adoption with strong ticket organization.
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub) — centralized customer context and ticketing.


### Best help desk software for small business IT support
Based on G2 reviews, buyers looking at help desk software for small business IT support often focus on ease of setup, ticket organization, and automation.

- [Freshdesk](https://www.g2.com/products/freshdesk) — centralized ticketing with easy setup.
- [Zoho Desk](https://www.g2.com/products/zoho-desk) — structured follow-up and visibility tools.
- [Freshservice](https://www.g2.com/products/freshservice) — asset visibility with IT request workflows.
- [Atera](https://www.g2.com/products/atera) — remote support with ticket management.


### Best customer support service software for software industries
Based on G2 reviews, buyers in software environments often prioritize multichannel support, workflow automation, and visibility into customer history.

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service) — omnichannel support with strong automation.
- [Freshdesk](https://www.g2.com/products/freshdesk) — centralized support for growing teams.
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub) — unified customer context and ticketing.
- [Gorgias](https://www.g2.com/products/gorgias) — centralized conversations with ecommerce context.


### What are the most important features in help desk tools
According to verified users, the most important features in help desk tools are centralized ticket management, easy routing, automation, and visibility into customer history. Reviewers repeatedly mention that teams want one place for email, chat, calls, and support requests so work does not get lost between channels. Automation for assigning tickets, sending updates, and reducing repetitive work is also a recurring priority. Many reviews highlight reporting, dashboards, and knowledge base functionality as important for improving consistency and helping teams respond faster. Ease of setup and usability also matter because support teams need tools they can adopt quickly without creating more administrative work.


### How do teams use Help Desk for ticket management
G2 reviewers mention that teams use Help Desk platforms to collect requests from multiple channels, convert them into trackable tickets, and keep ownership clear through the full resolution process. Common workflows include assigning tickets to the right queue or agent, adding internal notes, using macros for repeat issues, and checking customer history before replying. Reviews also describe teams using dashboards and status views to monitor open work, prioritize urgent issues, and avoid duplicate responses. Across recent feedback, ticket management is often tied to faster handoffs, clearer accountability, and less time spent switching between inboxes, chats, and separate systems.