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

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

**Total Products under this Category:** 510

### 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 26, 2026_

## How Does G2 Rank Help Desk Software Products?

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

- 30 Analysts and Data Experts
- 78,100+ Authentic Reviews
- 510+ Products
- Unbiased Rankings

G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category.

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

**Sponsored**

### Pylon

Pylon is the only agentic support platform, purpose-built for B2B companies. For leaders scaling AI-native support teams, Pylon lets humans and agents collaborate on customer work – investigating, resolving, and acting on every signal across every channel that matters. Unlike platforms built before the AI era, Pylon enriches every interaction with deep account-level context, automates the low impact customer work, and surfaces answers before your team even has to ask. The result: faster responses, happier customers, and a system that continuously improves itself.

[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=paid_promo&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=58&secure%5Bchosen_at%5D=2026-07-28T05%3A52%3A45Z&secure%5Bmedium%5D=sponsored&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=1265405&secure%5Bresource_id%5D=58&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fhelp-desk%2Fmid-market%3Fpage%3D2&secure%5Btoken%5D=2833de24a81aa5b674b3a8481ae4b3cfbcff871a2337d75e5f9d94b3a326c0d2&secure%5Burl%5D=https%3A%2F%2Fusepylon.com%2Fpricing&secure%5Burl_type%5D=paid_promos)

### [Crisp](https://www.g2.com/products/crisp/reviews)

Crisp is the ultimate all-in-one AI-powered multichannel customer support platform that helps businesses connect instantly with their customers or leads waiting for support. With its quickly evolving set of tools, Crisp is leading companies through the AI-driven revolution by using conversations to unlock hypergrowth. Customers use Crisp to provide a modern customer lifecycle experience for potential customers, generate more qualified leads, automate customer help, and improve customer satisfaction score, transforming customer support into a new revenue channel. Get started for free today and join 700 000 businesses using Crisp at crisp.chat With an easy UX, companies can leverage a modern customer support platform. Crisp is your one-stop for managing your multichannel customer support strategy. While using Crisp, you'll access the following: - Multichannel shared inbox to centralize all inbound messages coming from Emails, WhatsApp Business, Instagram, phone calls, and more. - Website AI chat widget to support customers from your website - AI features for customer support teams to unlock incredible productivity gains - AI Chatbot software for customer service trained upon many different sources to automatically resolve tickets and drain support queue - Knowledge base software to make your customers more autonomous, increase search engine visibility and drive better answer for your AI-powered messages. - Native Mobile Chat support SDKs for Android, React Native & iOS to embed native support chat experiences right in your mobile apps. - Support CRM software to get to get to know who you're dealing with - Customer support analytics software to measure customer support ROI, build custom dashboards and track customer support teams' CSAT. - Live Translate (Talk like a native in your customers' language) - MagicType (See what your customers are typing in real-time) - Screen Sharing (With no additional plugin needed) - Multiple integrations (Slack, Stripe, Linear, WordPress, Shopify, WooCommerce, Adobe Commerce, Zapier, n8n, Make, Hubspot, Salesforce, Jira, Trello, ...)

**Average Rating:** 4.5/5.0

**Total Reviews:** 199

#### How Do G2 Users Rate Crisp?

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.0/10)
- **Workflow:** 8.6/10 (Category avg: 8.7/10)
- **Customization :** 8.3/10 (Category avg: 8.4/10)
- **Customer Portal:** 9.1/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Crisp?

- **Seller:** [Crisp IM SARL](https://www.g2.com/sellers/crisp-im-sarl)
- **Year Founded:** 2015
- **HQ Location:** Nantes, FR
- **LinkedIn® Page:** https://www.linkedin.com/company/crisp-im/ (20 employees on LinkedIn®)

#### Who Uses This Product?

- **Who Uses This:** CEO, Founder
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 86% Small, 12% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users praise the **exceptional customer support** from Crisp, making every interaction a pleasure and enhancing overall satisfaction.
- Users love Crisp for its **user-friendly features** like Shortcuts and AI automation, enhancing support efficiency and personalization.
- Users love the **advanced segmentation and AI features** of Crisp, enhancing customer support and boosting engagement significantly.
- Users love the **user-friendly interface** of Crisp, which facilitates quick resolutions without complications.
- Users love the **intuitive interface** of Crisp, which simplifies managing customer conversations efficiently and effectively.

##### Cons

- Users find the **missing features** in Crisp limit its potential, especially for article management and notifications.
- Users note the **limited features** of Crisp, especially in article editing and analytics, impacting overall usability.
- Users find the **lack of essential features** in Crisp frustrating, affecting usability and efficiency during daily tasks.
- Users find Crisp to be **expensive** , especially as essential features are locked behind higher-tier plans.
- Users find the **learning curve frustrating** , as understanding the logic and building workflows requires significant time investment.

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

**["All-in-One Helping Turn Customer Conversations into Sales."](https://www.g2.com/survey_responses/crisp-review-13042879)**

**Rating:** 4.5/5.0 stars

_— Verified User in Automotive_

[Read full review](https://www.g2.com/survey_responses/crisp-review-13042879)

**["Perfect Solution for Diverse App Branding and Support"](https://www.g2.com/survey_responses/crisp-review-12844712)**

**Rating:** 5.0/5.0 stars

_— Ketul P._

[Read full review](https://www.g2.com/survey_responses/crisp-review-12844712)

### [Capacity](https://www.g2.com/products/capacity/reviews)

Capacity is a unified CX Automation Platform engineered to eliminate the operational chaos of rising support costs, fragmented technology, and increasing customer expectations. Built specifically for the modern contact center, Capacity connects your enterprise knowledge, data, and systems into a single AI Knowledge Orchestration Layer. This "train once, use everywhere" approach allows organizations to power virtual agents, agent assist, and outbound campaigns from one unified source of truth, ensuring consistent and accurate answers across every channel. Our Solution Suites Capacity replaces the need for 4–5 disconnected AI point solutions with an integrated end-to-end platform: AI Agent Suite (Inbound): Delivers 24/7 automated support across voice, chat, email, and SMS. It is designed to deflect high volumes of repetitive inquiries, significantly reducing the cost-to-serve while improving CSAT. Agent Assist Suite: Empowers human agents during live interactions with real-time guidance, instant answers, and next-best-action recommendations. This reduces Average Handle Time (AHT) and accelerates agent speed-to-competency. Post-Interaction Suite: Automates manual post-call work through Automated QA, which scores 100% of interactions , and Interaction Summaries that generate concise conversation logs for supervisors and downstream systems. Outbound Campaigns: Drives revenue by automating proactive outreach via SMS and voice to accelerate lead capture, manage bookings, and reduce appointment no-shows. Why Leading Contact Centers Choose Capacity Unified Intelligence: Unlike vendors that offer siloed tools for different channels, Capacity provides one implementation, one workflow, and one dashboard. Data-Driven Design: We use conversational intelligence to analyze your existing call transcripts and chat logs, ensuring your virtual agents are purpose-built on real performance data rather than guesswork. Continuous Optimization: Our built-in Learning Loop identifies new automation opportunities and coaching needs weekly, ensuring the platform gets smarter with every interaction. Rapid Time to Value: Leveraging a pre-trained conversational AI foundation (including proprietary LLMs, ASR, and TTS), Capacity can be deployed in weeks, not months. By unifying the entire customer journey, from proactive outreach to post-interaction analysis, Capacity helps organizations scale efficiently, reduce operational costs by millions, and deliver exceptional service.

**Average Rating:** 4.7/5.0

**Total Reviews:** 93

#### How Do G2 Users Rate Capacity?

- **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.0/10)
- **Workflow:** 9.3/10 (Category avg: 8.7/10)
- **Customization :** 9.2/10 (Category avg: 8.4/10)
- **Customer Portal:** 9.4/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Capacity?

- **Seller:** [Capacity](https://www.g2.com/sellers/capacity)
- **Year Founded:** 2017
- **HQ Location:** University City, Missouri
- **Twitter:** @GoCapacity (522 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/teamcapacity/ (705 employees on LinkedIn®)

#### Who Uses This Product?

- **Top Industries:** Financial Services, Retail
- **Company Size:** 40% Medium, 32% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users find Capacity **very easy to use** , with customizable features and helpful support enhancing their experience.
- Users praise the **exceptional support team** at Capacity, enhancing collaboration and fostering successful project outcomes.
- Users value the **efficiency** of Capacity, enjoying streamlined workflows and significant time savings in communication.
- Users highlight the **exceptional customer support** at Capacity, making collaboration seamless and enhancing overall experience.
- Users praise the **easy setup** of Capacity, making transitions seamless and enhancing overall efficiency in support processes.

##### Cons

- Users note that the **complex setup** of Capacity requires significant time and planning for effective implementation.
- Users find the **difficult setup** of Capacity requires significant time and a dedicated team for successful implementation.
- Users point out the **inadequate features** of Capacity, specifically lacking essential tools like asset management.
- Users find the **lack of features** in Capacity, such as asset management, limits its effectiveness for their needs.
- Users note a significant **learning curve** with Capacity, requiring time and proper guidance for effective setup.

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

**["User-Friendly with Top-Notch Support"](https://www.g2.com/survey_responses/capacity-review-12643822)**

**Rating:** 5.0/5.0 stars

_— Brooke A._

[Read full review](https://www.g2.com/survey_responses/capacity-review-12643822)

**["Powerful Chatbots, Seamless Helpdesk Integration, and Outstanding Support"](https://www.g2.com/survey_responses/capacity-review-12686140)**

**Rating:** 5.0/5.0 stars

_— Verified User in Higher Education_

[Read full review](https://www.g2.com/survey_responses/capacity-review-12686140)

### [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:** 154

#### How Do G2 Users Rate monday service?

- **Has the product been a good partner in doing business?:** 8.8/10 (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:** 46% Medium, 35% Small

#### 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)

### [Wavity Help and Service Desk](https://www.g2.com/products/wavity-help-and-service-desk/reviews)

Wavity’s Modern, Easy to Use, Maintain and Operate Help and Service Desk Solution can be used by Organizations of all sizes – whether you are a small organization using spreadsheets and ad-hoc homegrown solutions or solutions from the big guys. It is particularly well suited for Business Process Outsourcing (BPO) organizations since it offers the ability to offer the unique functionality needed by each customer and is cost effective. This is made possible by our Zero Code Application Designer and wBots – our RPA (Robotic Powered Automation) tools. Our Analytics engine gives you actionable metrics - in real time - as defined by you! Our radical pricing model is guaranteed to reduce your SaaS spend.

**Average Rating:** 4.9/5.0

**Total Reviews:** 34

#### How Do G2 Users Rate Wavity Help and Service Desk?

- **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.0/10)
- **Workflow:** 9.6/10 (Category avg: 8.7/10)
- **Customization :** 9.9/10 (Category avg: 8.4/10)
- **Customer Portal:** 9.8/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Wavity Help and Service Desk?

- **Seller:** [Wavity](https://www.g2.com/sellers/wavity-945dce21-f871-40dc-a74f-77400146c1aa)
- **Year Founded:** 2016
- **HQ Location:** San Jose, CA
- **Twitter:** @WavityInc (27 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/wavity/ (79 employees on LinkedIn®)

#### Who Uses This Product?

- **Top Industries:** Mechanical or Industrial Engineering
- **Company Size:** 71% Medium, 18% Small

#### What Do G2 Reviewers Say About Wavity Help and Service Desk?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **customizability** of Wavity Help and Service Desk, effectively tailoring it to their unique needs.
- Users appreciate the **ease of use** of Wavity Help and Service Desk, enhancing team efficiency and communication.
- Users value the **efficiency of automation** in Wavity Help and Service Desk for seamless workflow and response management.
- Users appreciate the **flexibility in customization** of Wavity Help and Service Desk, tailoring the system to their needs.
- Users praise Wavity's **intuitive design** , allowing quick adaptation and customization to meet specific needs effectively.

##### Cons

- Users express disappointment over the **inability to change the color palette** to align with their company's branding.
- Users face **integration issues** , especially with the lack of support for financial application connectivity.
- Users are frustrated by the **limited customization** options, particularly the inability to adjust the color palette for branding.
- Users experience **poor visibility** into errors, lacking clear explanations or reasons for encountered issues.
- Users face **technical issues** with Wavity Help and Service Desk due to unclear error messages and lack of explanations.

#### What Are Recent G2 Reviews of Wavity Help and Service Desk?

**["Wonderful product and software engineering service/support"](https://www.g2.com/survey_responses/wavity-help-and-service-desk-review-11680486)**

**Rating:** 5.0/5.0 stars

_— qian l._

[Read full review](https://www.g2.com/survey_responses/wavity-help-and-service-desk-review-11680486)

**["Very responsive to Changes and Feature Requests"](https://www.g2.com/survey_responses/wavity-help-and-service-desk-review-12237560)**

**Rating:** 5.0/5.0 stars

_— David R._

[Read full review](https://www.g2.com/survey_responses/wavity-help-and-service-desk-review-12237560)

### [Stonly](https://www.g2.com/products/stonly/reviews)

Stonly is the modern knowledge platform for customer service. We help companies drive fast, accurate resolutions with step-by-step guides, decision trees, AI answers, automations, walkthroughs, checklists, and knowledge bases for agents and customers. Unlike other knowledge platforms, Stonly’s knowledge is interactive (instead of static) and delivered when and where people need it. That means it gets used much more often and can handle every case that comes its way. Use AI to leverage your knowledge to respond to each request with the ideal solution—be it an easy answer or in-depth guidance. You can control the answers and handle every question well, even the most critical and complex ones. Easily create great knowledge content and keep it up to date and accurate. We’ll give you the tools to collect feedback, measure, and improve the impact of knowledge on your business. Integrate with all of your tools and processes, including Zendesk, Salesforce Service Cloud, Freshworks, HubSpot, and more. Learn how Stonly empowers thousands of companies to support millions of customers at https://stonly.com/

**Average Rating:** 4.8/5.0

**Total Reviews:** 131

#### How Do G2 Users Rate Stonly?

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

#### Who Is the Company Behind Stonly?

- **Seller:** [Stonly](https://www.g2.com/sellers/stonly)
- **Year Founded:** 2018
- **HQ Location:** Paris, FR
- **Twitter:** @stonly (3 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/stonly/ (64 employees on LinkedIn®)

#### Who Uses This Product?

- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 58% Small, 34% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users commend the **exceptional ease of use** of Stonly, facilitating efficient updates and clear navigation for guides.
- Users highlight the **exceptional support and ease of use** of Stonly, appreciating its powerful features and integration.
- Users appreciate the **user-friendly interface** of Stonly, enhancing communication and engagement with partners and customers.
- Users praise the **intuitive interface** of Stonly, making it easy to update and support customers effectively.
- Users value the **easy implementation** of Stonly, appreciating its seamless integration and user-friendly interface.

##### Cons

- Users note a lack of **complementary features** , though these are not deemed critical for business operations.
- Users note the **lack of features** but acknowledge it doesn't impact their critical business needs significantly.
- Users find the **time consumption** related to managing multiple widgets and needing developer assistance to embed Stonly challenging.
- Users often express frustration with **button issues** that hinder functionality and affect user interaction significantly.
- Users struggle with **chatbot issues** , finding it challenging to integrate chat functions effectively with Stonly.

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

**["I literally recommend them on every call I have with EVERY vendor and potential vendor"](https://www.g2.com/survey_responses/stonly-review-10331547)**

**Rating:** 5.0/5.0 stars

_— Thomas J._

[Read full review](https://www.g2.com/survey_responses/stonly-review-10331547)

**["It's the best"](https://www.g2.com/survey_responses/stonly-review-10630489)**

**Rating:** 4.5/5.0 stars

_— Verified User in Financial Services_

[Read full review](https://www.g2.com/survey_responses/stonly-review-10630489)

### [Milvus TI](https://www.g2.com/products/milvus-ti/reviews)

O Milvus é uma plataforma completa de gestão de atendimento, relacionamento com clientes e ativos de TI, desenvolvida para empresas que buscam centralizar processos, aumentar a eficiência operacional e melhorar a experiência do cliente. A solução reúne em um único ambiente recursos de Help Desk, gestão de tickets, inventário de TI, atendimento multicanal (e-mail, chat, WhatsApp e outros) e automação de processos, permitindo maior controle, visibilidade e padronização das operações de suporte e atendimento. Com foco em simplicidade, escalabilidade e integração, o Milvus se conecta facilmente a ferramentas de CRM, marketing e vendas, ajudando equipes a tomar decisões baseadas em dados e a acompanhar indicadores em tempo real. É ideal para empresas de diferentes portes que desejam profissionalizar o suporte, organizar ativos tecnológicos e fortalecer o relacionamento com seus clientes.

**Average Rating:** 4.8/5.0

**Total Reviews:** 132

#### How Do G2 Users Rate Milvus TI?

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.0/10)
- **Workflow:** 9.4/10 (Category avg: 8.7/10)
- **Customization :** 9.6/10 (Category avg: 8.4/10)
- **Customer Portal:** 10.0/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Milvus TI?

- **Seller:** [Milvus](https://www.g2.com/sellers/milvus)
- **HQ Location:** São Caetano do Sul, BR
- **LinkedIn® Page:** https://www.linkedin.com/company/milvusbr/ (72 employees on LinkedIn®)

#### Who Uses This Product?

- **Who Uses This:** Analista de Suporte, Analista de TI
- **Top Industries:** Information Technology and Services, Computer Networking
- **Company Size:** 45% Small, 42% Medium

#### What Do G2 Reviewers Say About Milvus TI?

_AI-generated summary from verified user reviews_

##### Pros

- Users benefit from the **efficient ticket management and automation** features of Milvus TI, streamlining daily operations effectively.
- Users rave about the **automation features** of Milvus TI, significantly reducing manual workloads and enhancing efficiency.
- Users praise the **efficiency** of Milvus TI, streamlining ticket management and enhancing daily operations with automation.
- Users appreciate the **management efficiency** of Milvus TI, automating tasks and enhancing daily operations seamlessly.
- Users value the **WhatsApp integration** in Milvus TI, which streamlines ticket management and enhances operational efficiency.

##### Cons

- Users experience **connection issues** with Milvus TI, especially on older hardware, leading to sluggish performance and unreliability.
- Users find the **performance issues** of Milvus TI concerning, particularly on older hardware with sluggish connections.
- Users find Milvus TI **initially complex** due to filter usage, but it becomes manageable with time and effort.
- Users experience **latency issues** with Milvus TI, especially on older hardware, affecting performance and connection speed.
- Users find the **learning curve steep** with Milvus TI, making it initially complex for those unfamiliar with filters.

#### What Are Recent G2 Reviews of Milvus TI?

**["Intuitive system with complete inventory, service, and tickets, good cost-benefit"](https://www.g2.com/survey_responses/milvus-ti-review-12376802)**

**Rating:** 4.0/5.0 stars

_— Gabriel M._

[Read full review](https://www.g2.com/survey_responses/milvus-ti-review-12376802)

**["Strategic dashboards that elevate real-time support management"](https://www.g2.com/survey_responses/milvus-ti-review-12378087)**

**Rating:** 5.0/5.0 stars

_— Pytter S._

[Read full review](https://www.g2.com/survey_responses/milvus-ti-review-12378087)

### [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% Medium, 34% Small

#### 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)

### [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% Medium, 31% Large

#### 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)

### [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:** 679

#### 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% Large, 30% Medium

#### 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)

### [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% Medium, 29% Small

#### 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?

**["“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)

**["Helped us turn support conversations into actual product feedback"](https://www.g2.com/survey_responses/kapture-cx-review-13159022)**

**Rating:** 4.5/5.0 stars

_— İlayda T._

[Read full review](https://www.g2.com/survey_responses/kapture-cx-review-13159022)

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- [Live Chat](/categories/live-chat)
- [Customer Self-Service](/categories/customer-self-service)
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- [Appointment Reminder](/categories/appointment-reminder)
- [Call & Contact Center](/categories/call-contact-center)

- [Client Onboarding](/categories/client-onboarding)
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[Browse Help Desk Themes](/categories/help-desk/themes)

 ![Jeffrey Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jeffrey Lin")
JL

Researched and written by [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)

Updated 

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.

Show More

* * *

## 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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