# Best Help Desk Software - Page 10

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

**Total Products under this Category:** 510

### Category Stats (Aug 2026)

- **Average Rating:** 4.45/5 (↑0.01 vs Jul 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: August 01, 2026_

## How Does G2 Rank Help Desk Software Products?

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

- 30 Analysts and Data Experts
- 77,800+ 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=3270&focus%5B%5D=55256&focus%5B%5D=16222)

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

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

**Sponsored**

### Helpjuice

Helpjuice's AI knowledge base is an industry-leading playform designed to supercharge your team and customers by enhancing knowledge sharing across your organization. With Helpjuice, you can capture, create, and share critical information effortlessly, making it the ideal knowledge base tool for training employees, onboarding new customers, enabling self-service, and sharing knowledge within and outside your company. Our powerful platform allows users to create new content directly in our easy-to-use editor as well as upload content in multiple formats, ensuring that essential information is accessible anytime and anywhere. Helpjuice's powerful, Google-like search functionality makes it easy for users to find the right information they need quickly and efficiently. Trusted by major organizations such as Amazon, Change.org, Wells Fargo, the World Health Organization, Shipt, TCL, and thousands of others, Helpjuice is dedicated to breaking down information silos and fostering a culture of knowledge sharing.

[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=58&secure%5Bchosen_at%5D=2026-08-01T17%3A39%3A27Z&secure%5Bdisplayable_resource_id%5D=2038&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=retargeted_product&secure%5Bplacement_resource_ids%5D%5B%5D=14432&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=14432&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%3Fpage%3D10%26tactic_id%3D3564347&secure%5Btoken%5D=9a3bac0e3f3856623ed9c0a44fa5cad1a6d2aeeda405af9babcd7c6279219764&secure%5Burl%5D=https%3A%2F%2Fhelpjuice.com%2F&secure%5Burl_type%5D=company_website)

### [LabiDesk](https://www.g2.com/products/labidesk/reviews)

LabiDesk is a Helpcenter software with multiple support channels: Knowledge Base, Shared Email Inbox/ Ticketing System, HelpWidget, Chat. It helps manage incoming requests, onboarding, and communication with the customers. - Customizable HelpCenter with Articles & FAQ for Self Service; - HelpWidget with automatic replies, to reduce the number of incoming requests; - Shared Email Inbox/ Ticketing System to properly and in a timely manner work on the customer issues; - Canned Responses/ Macros for your Agents; - SLA, Department and Agents Roles, and Routing.

**Average Rating:** 4.4/5.0

**Total Reviews:** 24

#### How Do G2 Users Rate LabiDesk?

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

#### Who Is the Company Behind LabiDesk?

- **Seller:** [LabiDesk](https://www.g2.com/sellers/labidesk)
- **HQ Location:** New York
- **Twitter:** @LabiDesk  
662 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=1c2b596f6bf310880c98d7b95fc77b5413ba28a1e81a2c77af94fc7f1bd7f020&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Flabidesk%2F&secure%5Burl_type%5D=linkedin_company_website)  
1 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 96% Small, 4% Medium

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

**["Very good all-in-one helpdesk software for SMEs"](https://www.g2.com/survey_responses/labidesk-review-5185320)**

**Rating:** 4.5/5.0 stars

_— Piotr C._

[Read full review](https://www.g2.com/survey_responses/labidesk-review-5185320)

**["New Support Kid on the Block"](https://www.g2.com/survey_responses/labidesk-review-5243965)**

**Rating:** 4.0/5.0 stars

_— Coën V._

[Read full review](https://www.g2.com/survey_responses/labidesk-review-5243965)

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

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

### [InvGate Service Management](https://www.g2.com/products/invgate-service-management/reviews)

InvGate Service Management is an IT and enterprise service management solutions that enables organizations to manage incidents, service requests, problems, and changes through a unified interface. Certified in 15 ITIL practices, it provides a no-code workflow engine with drag-and-drop configuration, integrations, and pre-built templates, allowing teams to design and modify service processes without scripting. InvGate Service Management includes AI capabilities such as a Virtual (AI) Service Agent for automated request handling, and 18 native capabilities which are included in the licensing. The platform supports multi-department service delivery and can be configured without dedicated development resources.

**Average Rating:** 4.6/5.0

**Total Reviews:** 18

#### How Do G2 Users Rate InvGate Service Management?

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.0/10)
- **Workflow:** 9.6/10 (Category avg: 8.7/10)
- **Customization :** 8.3/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.8/10 (Category avg: 8.6/10)

#### Who Is the Company Behind InvGate Service Management?

- **Seller:** [InvGate](https://www.g2.com/sellers/invgate-de02a2f9-af6c-4e8a-ac11-55751d51b37c)
- **Year Founded:** 2008
- **HQ Location:** Buenos Aires, Argentina, AR
- **Twitter:** @InvGate  
1,121 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4ac4842cd4add0fc6f44e0c92583b429137a787b6ced23e994d1e5894142a343&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F679915%2F&secure%5Burl_type%5D=linkedin_company_website)  
264 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services
- **Company Size:** 60% Small, 25% Medium

#### What Do G2 Reviewers Say About InvGate Service Management?

_AI-generated summary from verified user reviews_

##### Pros

- Users love the **intuitive interface** of InvGate Service Management, making ticket management and request handling effortless.
- Users appreciate the **intuitive and user-friendly interface** of InvGate Service Management for efficient ticket management across departments.
- Users value the **simple and user-friendly interface** of InvGate Service Management for efficient ticket management and support.
- Users appreciate the **intuitive ticket management system** of InvGate Service Management, enhancing efficiency across various departments.
- Users value the **automation features** of InvGate Service Management, significantly enhancing efficiency in service management processes.

##### Cons

- Users find the **setup complex** , making training employees challenging and hindering optimal use of InvGate Service Management.
- Users find the **complex setup** of InvGate Service Management challenging, hindering effective employee training and usage.
- Users find **import limitations** in InvGate Service Management, hindering seamless integration and data handling efficiency.
- Users note **integration issues** with third-party apps, requiring additional setup for optimal functionality in InvGate Service Management.
- Users find the **learning curve challenging** , making it tough to train employees effectively on InvGate Service Management.

#### What Are Recent G2 Reviews of InvGate Service Management?

**["Streamlined IT Support with Invgate Service Desk"](https://www.g2.com/survey_responses/invgate-service-management-review-10315022)**

**Rating:** 4.0/5.0 stars

_— Verified User in Information Technology and Services_

[Read full review](https://www.g2.com/survey_responses/invgate-service-management-review-10315022)

**["Excellent ServiceDesk Solution that everyone likes!"](https://www.g2.com/survey_responses/invgate-service-management-review-9087567)**

**Rating:** 4.5/5.0 stars

_— Patricio I._

[Read full review](https://www.g2.com/survey_responses/invgate-service-management-review-9087567)

### [Slaask](https://www.g2.com/products/slaask/reviews)

Slaask is a customer service app that enables to chat with visitors and clients in real time, and directly from Slack.

**Average Rating:** 4.4/5.0

**Total Reviews:** 16

#### How Do G2 Users Rate Slaask?

- **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.0/10)
- **Workflow:** 9.2/10 (Category avg: 8.7/10)
- **Customization :** 9.4/10 (Category avg: 8.4/10)
- **Customer Portal:** 9.5/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Slaask?

- **Seller:** [Slaask](https://www.g2.com/sellers/slaask)
- **Year Founded:** 2015
- **HQ Location:** San Francisco, CA
- **Twitter:** @slaaskHQ  
2,689 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=af7684eed0e1eec7b16605220e72f928170d94fe51783f11e761b81b65094ff3&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F10166336%2F&secure%5Burl_type%5D=linkedin_company_website)  
4 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 38% Medium, 38% Small

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

**["Slaask at SmartBrew"](https://www.g2.com/survey_responses/slaask-review-4770452)**

**Rating:** 5.0/5.0 stars

_— Andrew L._

[Read full review](https://www.g2.com/survey_responses/slaask-review-4770452)

**["Incredible collaborative system !!!"](https://www.g2.com/survey_responses/slaask-review-4521781)**

**Rating:** 4.0/5.0 stars

_— Chris R._

[Read full review](https://www.g2.com/survey_responses/slaask-review-4521781)

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

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

### [Agile CRM](https://www.g2.com/products/agile-crm/reviews)

Agile CRM is a fully integrated CRM with sales tracking, contact management, marketing automation, web analytics, 2-way emails, telephony, helpdesk with a clean modern interface. With Agile CRM, SMB's can now: - Automate their marketing, sales and customer retention process with simple and powerful drag-drop editor - Convert website visitors directly to leads in the CRM - Nurture, track and score leads automatically based on web or email activity - Enable multi channel communication with the ability to call or email or tweet to a contact from the same page - Monitor customer behavior and get real time alerts for customer activity - Manage helpdesk tickets with all of the customers history in one place - Have a detailed record of all of the customer's details and communication history in one page, sorted chronologically - See customer data from various other business apps on one page using extensive integrations

**Average Rating:** 4.0/5.0

**Total Reviews:** 364

#### How Do G2 Users Rate Agile CRM?

- **Has the product been a good partner in doing business?:** 8.0/10 (Category avg: 9.0/10)
- **Workflow:** 9.1/10 (Category avg: 8.7/10)
- **Customization :** 7.8/10 (Category avg: 8.4/10)
- **Customer Portal:** 9.3/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Agile CRM?

- **Seller:** [Agile CRM](https://www.g2.com/sellers/agile-crm)
- **Year Founded:** 2013
- **HQ Location:** Dallas, TX
- **Twitter:** @agilecrm  
6,703 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=950aac5412fef4aabd033ca9c15656ea4211d6efdc51f99e8ed9f83b6277cf42&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F3156418%2F&secure%5Burl_type%5D=linkedin_company_website)  
103 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Founder, CEO
- **Top Industries:** Marketing and Advertising, Information Technology and Services
- **Company Size:** 76% Small, 16% Medium

#### What Do G2 Reviewers Say About Agile CRM?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **ease of use** of Agile CRM, finding it efficient and practical for managing sales pipelines.
- Users value the **effective consolidation** of tools in Agile CRM, enhancing productivity and affordability for small teams.
- Users appreciate the **all-in-one toolset** of Agile CRM, benefiting from effective management and automation capabilities.
- Users value the **affordability** of Agile CRM, praising its effective all-in-one tools for small businesses.
- Users value the **effective automation** features of Agile CRM, enhancing efficiency for small and mid-sized teams.

##### Cons

- Users find the **interface not intuitive** , making navigation and using advanced features more challenging than expected.
- Users express frustration over **poor customer support** , citing slow response times and unhelpful assistance as major issues.
- Users report a **difficult user interface** that feels outdated and lacks the polish of competitors, hindering ease of use.
- Users experience **slow loading** times with Agile CRM, hindering productivity, especially with larger datasets.
- Users find Agile CRM's interface clean but note **interface issues** that hinder engagement and clarity compared to competitors.

#### What Are Recent G2 Reviews of Agile CRM?

**["Streamlined Compliance and Coordination for Aerospace"](https://www.g2.com/survey_responses/agile-crm-review-12964314)**

**Rating:** 4.0/5.0 stars

_— Alvi N._

[Read full review](https://www.g2.com/survey_responses/agile-crm-review-12964314)

**["All-in-One Customer & Task Tracking with Agile CRM"](https://www.g2.com/survey_responses/agile-crm-review-12835599)**

**Rating:** 5.0/5.0 stars

_— Saman H._

[Read full review](https://www.g2.com/survey_responses/agile-crm-review-12835599)

#### What Are G2 Users Discussing About Agile CRM?

- [What is Agile CRM used for?](https://www.g2.com/discussions/what-is-agile-crm-used-for) - 1 comment
- [Is agile CRM free?](https://www.g2.com/discussions/is-agile-crm-free)
- [What are the major components of CRM?](https://www.g2.com/discussions/what-are-the-major-components-of-crm)
- [How does agile CRM work?](https://www.g2.com/discussions/how-does-agile-crm-work)
- [What are some features of CRM?](https://www.g2.com/discussions/agile-crm-what-are-some-features-of-crm)

### [DoneDone](https://www.g2.com/products/donedone/reviews)

If you're looking for the most essential features in a task tracker and shared inbox, look no further than DoneDone. We work hard to make our product simple and easy to use, so you can focus on getting your work done. With DoneDone, customer support and product teams can work together more efficiently than ever before.

**Average Rating:** 4.6/5.0

**Total Reviews:** 84

#### How Do G2 Users Rate DoneDone?

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.0/10)
- **Workflow:** 9.3/10 (Category avg: 8.7/10)
- **Customization :** 10.0/10 (Category avg: 8.4/10)
- **Customer Portal:** 10.0/10 (Category avg: 8.6/10)

#### Who Is the Company Behind DoneDone?

- **Seller:** [DoneDone](https://www.g2.com/sellers/donedone)
- **Year Founded:** 2007
- **HQ Location:** Austin, US
- **Twitter:** @GetDoneDone  
622 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9042c8b51cf491f521ca78b06d9302b1068f44b5afc3d0ff8c97b5ebf35775ab&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fdonedone%2F&secure%5Burl_type%5D=linkedin_company_website)  
7 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** CEO, Director
- **Top Industries:** Marketing and Advertising, Information Technology and Services
- **Company Size:** 91% Small, 7% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of DoneDone, enjoying its powerful API and seamless integration capabilities.
- Users praise the **easy setup** of DoneDone, streamlining workflows and enhancing productivity effortlessly.
- Users commend DoneDone for its **efficiency** in managing complex tasks and workflows seamlessly, enhancing overall productivity.
- Users praise the **powerful and flexible API** of DoneDone, enhancing integration and workflow customization.
- Users value the **time-saving features** of DoneDone, significantly enhancing productivity through streamlined workflows and integrations.

##### Cons

- Users find **filtering issues** in DoneDone hinder their ability to efficiently search and manage tasks and projects.
- Users feel the **inadequate filtering** limits their ability to effectively manage and view linked tasks on DoneDone.
- Users find a **lack of tools** in DoneDone, specifically missing HIPAA compliance and advanced sorting/filtering options.
- Users find the search function for past projects to be **not intuitive** , indicating a need for improvement in usability.
- Users note the need for improvements in **subtask handling** , specifically regarding sorting/filtering capabilities for linked tasks.

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

**["DoneDone has really simplifica project management for me and my team"](https://www.g2.com/survey_responses/donedone-review-11150348)**

**Rating:** 5.0/5.0 stars

_— Mindy M._

[Read full review](https://www.g2.com/survey_responses/donedone-review-11150348)

**["DoneDone is nice business intelligence analytic reportage software system."](https://www.g2.com/survey_responses/donedone-review-4499880)**

**Rating:** 4.5/5.0 stars

_— Nishita Shahdadpuri H._

[Read full review](https://www.g2.com/survey_responses/donedone-review-4499880)

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

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

### [ZaZaChat](https://www.g2.com/products/zazachat/reviews)

ZaZaChat is a Complete Help Desk Software for e-businesses

**Average Rating:** 4.7/5.0

**Total Reviews:** 18

#### How Do G2 Users Rate ZaZaChat?

- **Has the product been a good partner in doing business?:** 6.7/10 (Category avg: 9.0/10)
- **Customization :** 9.2/10 (Category avg: 8.4/10)
- **Customer Portal:** 5.0/10 (Category avg: 8.6/10)

#### Who Is the Company Behind ZaZaChat?

- **Seller:** [ZaZa Network](https://www.g2.com/sellers/zaza-network)
- **HQ Location:** Philadelphia, PA
- **Twitter:** @ZaZa\_Chat  
162 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f82555ff2914fccf6d42010e782f6d1d7adabcfe7f3b4aa94d19b21a77d46748&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fzaza-networks%2Fabout&secure%5Burl_type%5D=linkedin_company_website)  
1 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 61% Medium, 39% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **easy deployment and professional appearance** of ZaZaChat, enhancing their communication experience.
- Users find ZaZaChat to be **very easy to use** , with a professional interface that simplifies deployment and onboarding.
- Users value the **easy communication** of ZaZaChat, finding it simple to deploy and understand for effective interactions.
- Users find the **easy setup** of ZaZaChat extremely beneficial for quick deployment and user-friendly experience.
- Users find ZaZaChat to be **intuitive** , making it easy for newcomers to navigate and use effectively.

##### Cons

- Users find the **slow loading** times frustrating, as updates take longer than expected during their experience with ZaZaChat.
- Users find the **update issues** of ZaZaChat frustrating due to longer-than-expected waiting times for updates.

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

**["It’s easy to set up app best for chatting"](https://www.g2.com/survey_responses/zazachat-review-9714099)**

**Rating:** 5.0/5.0 stars

_— Saran A._

[Read full review](https://www.g2.com/survey_responses/zazachat-review-9714099)

**["ZaZaChat is a cut above the competition!"](https://www.g2.com/survey_responses/zazachat-review-9100635)**

**Rating:** 5.0/5.0 stars

_— Lori T._

[Read full review](https://www.g2.com/survey_responses/zazachat-review-9100635)

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

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

### [ManageEngine SupportCenter Plus](https://www.g2.com/products/manageengine-manageengine-supportcenter-plus/reviews)

SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.

**Average Rating:** 3.6/5.0

**Total Reviews:** 12

#### How Do G2 Users Rate ManageEngine SupportCenter Plus?

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.0/10)
- **Workflow:** 7.7/10 (Category avg: 8.7/10)
- **Customization :** 7.5/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.3/10 (Category avg: 8.6/10)

#### Who Is the Company Behind ManageEngine SupportCenter 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:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9c8e45ddb296c32c6c5597ef9ba945c94562c57624f7bd1dcf1a9e9931f71578&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F38373%2F&secure%5Burl_type%5D=linkedin_company_website)  
30,766 employees on LinkedIn®
- **Phone:** +1 (888) 900-9646 

#### Who Uses This Product?

- **Company Size:** 42% Large, 42% Medium

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

**["ManageEngine SupportCenter Plus Tool"](https://www.g2.com/survey_responses/manageengine-supportcenter-plus-review-9179911)**

**Rating:** 4.5/5.0 stars

_— Ankit S._

[Read full review](https://www.g2.com/survey_responses/manageengine-supportcenter-plus-review-9179911)

**["Manage Engine Helpdesk review"](https://www.g2.com/survey_responses/manageengine-supportcenter-plus-review-8652409)**

**Rating:** 5.0/5.0 stars

_— Leandro L._

[Read full review](https://www.g2.com/survey_responses/manageengine-supportcenter-plus-review-8652409)

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

- [What is ManageEngine SupportCenter Plus used for?](https://www.g2.com/discussions/what-is-manageengine-supportcenter-plus-used-for) - 1 comment

### [SmarterTrack](https://www.g2.com/products/smartertrack/reviews)

SmarterTrack is an online help desk that allows improving customer service while utilizing employees and lowering the overall support costs.

**Average Rating:** 4.1/5.0

**Total Reviews:** 10

#### How Do G2 Users Rate SmarterTrack?

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

#### Who Is the Company Behind SmarterTrack?

- **Seller:** [SmarterTools](https://www.g2.com/sellers/smartertools)
- **Year Founded:** 2003
- **HQ Location:** Phoenix, Arizona
- **Twitter:** @SmarterMail  
88 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=803209706d7584d2704e7d8b0553bac646576a0da426ba9dcca8559e3269b4fe&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F149262%2F&secure%5Burl_type%5D=linkedin_company_website)  
26 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 60% Medium, 40% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users find SmarterTrack to be **easy to use** , with a clean interface and intuitive navigation for customer management.
- Users appreciate the **efficient customer support** provided by SmarterTrack, thanks to its robust features and survey capability.
- Users appreciate the **easy access** of SmarterTrack, highlighting its clean interface and centralized dashboard for convenience.
- Users find the **easy implementation** of SmarterTrack to be intuitive and user-friendly, enhancing their experience.
- Users value the **easy integrations** of SmarterTrack, enhancing customer support and reducing operational costs effectively.

##### Cons

- Users report occasional **time delays** in message delivery during live chat, impacting response times and overall experience.
- Users feel that SmarterTrack has **integration issues** that hinder connectivity with essential third-party software and systems.
- Users report **messaging issues** in SmarterTrack that lead to delayed responses, impacting effective communication.
- Users find SmarterTrack lacking in **missing features** , such as better integrations and mobile app functionality.

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

**["good for CS"](https://www.g2.com/survey_responses/smartertrack-review-10579521)**

**Rating:** 4.5/5.0 stars

_— krishna t._

[Read full review](https://www.g2.com/survey_responses/smartertrack-review-10579521)

**["A"](https://www.g2.com/survey_responses/smartertrack-review-10714894)**

**Rating:** 4.0/5.0 stars

_— Fernando F._

[Read full review](https://www.g2.com/survey_responses/smartertrack-review-10714894)

### [C-Desk](https://www.g2.com/products/c-desk/reviews)

This is a comprehensive tool for the organization to manage all service requests, not only to the IT department but to any department of any location in the organization.

**Average Rating:** 4.2/5.0

**Total Reviews:** 13

#### How Do G2 Users Rate C-Desk?

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.0/10)
- **Workflow:** 7.9/10 (Category avg: 8.7/10)
- **Customization :** 7.9/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.3/10 (Category avg: 8.6/10)

#### Who Is the Company Behind C-Desk?

- **Seller:** [Chamunda Tech Net Services Pvt Ltd](https://www.g2.com/sellers/chamunda-tech-net-services-pvt-ltd)
- **Year Founded:** 2005
- **HQ Location:** Mumbai,
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=0d416f53b808300cfabb65ebd47cb4cd5f45c726ac901bd133fbff9ea7af7b5d&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1773697&secure%5Burl_type%5D=linkedin_company_website)  
34 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 54% Small, 31% Large

#### What Are Recent G2 Reviews of C-Desk?

**["One of the best ticketing software"](https://www.g2.com/survey_responses/c-desk-review-8773761)**

**Rating:** 5.0/5.0 stars

_— Pavan G._

[Read full review](https://www.g2.com/survey_responses/c-desk-review-8773761)

**["C-Desk :- Streamlined Efficiency and Coding Excellence for Business Devlopment"](https://www.g2.com/survey_responses/c-desk-review-8929303)**

**Rating:** 4.0/5.0 stars

_— Verified User in Real Estate_

[Read full review](https://www.g2.com/survey_responses/c-desk-review-8929303)

### [CRMdesk](https://www.g2.com/products/crmdesk/reviews)

What is CRMdesk? CRMdesk is a very efficient web-based help desk software for knowledgebase management and customer support automation over the Internet. Why use CRMdesk? The system is deployed as a cost-effective hosted solution to manage and analyze all of your customer requests from a centralized location. Who uses CRMdesk? From small companies to large enterprises, from specific manufactures to vertical business integration, CRMdesk is scalable enough to grow with your business needs.

**Average Rating:** 4.1/5.0

**Total Reviews:** 100

#### How Do G2 Users Rate CRMdesk?

- **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.0/10)
- **Workflow:** 8.3/10 (Category avg: 8.7/10)
- **Customization :** 7.7/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.4/10 (Category avg: 8.6/10)

#### Who Is the Company Behind CRMdesk?

- **Seller:** [ForeSoft](https://www.g2.com/sellers/foresoft-cbfa28b0-bf39-4b2c-963e-cfb28ebae36e)
- **Year Founded:** 2016
- **HQ Location:** Secunderabad, Telangana
- **Twitter:** @Foresoft  
16 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=0ea9ddd5a612be97cbb375d56282b1c09f69bbfd3a414f4c126f5c1f1e86000c&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffore-soft-technologies-pvt-ltd%2F&secure%5Burl_type%5D=linkedin_company_website)  
19 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Telecommunications
- **Company Size:** 41% Large, 39% Medium

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

**["CRM desk has helped us improve customer service experience"](https://www.g2.com/survey_responses/crmdesk-review-4477807)**

**Rating:** 4.5/5.0 stars

_— Himanshu M._

[Read full review](https://www.g2.com/survey_responses/crmdesk-review-4477807)

**["Awesome tool easy to use"](https://www.g2.com/survey_responses/crmdesk-review-5164355)**

**Rating:** 5.0/5.0 stars

_— Verified User in Executive Office_

[Read full review](https://www.g2.com/survey_responses/crmdesk-review-5164355)

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

- [How has CRMdesk supported your customer support operations, and what features do you find most valuable?](https://www.g2.com/discussions/how-has-crmdesk-supported-your-customer-support-operations-and-what-features-do-you-find-most-valuable)
- [What is CRMdesk used for?](https://www.g2.com/discussions/what-is-crmdesk-used-for)

### [Track-It!](https://www.g2.com/products/track-it/reviews)

Newly redesigned, fully web based integrated Help Desk and IT Asset Management system designed for small to medium sized companies to be affordable to own, easy to install and configure and easy to use. Track-It! includes modules for Help Desk, Asset Management, Endpoint Management, Software Deployment, Patch Management, Change Management, Purchasing, Self Service, Dashboards, Reporting, SLAs, Business Rules and more.

**Average Rating:** 3.7/5.0

**Total Reviews:** 98

#### How Do G2 Users Rate Track-It!?

- **Has the product been a good partner in doing business?:** 8.1/10 (Category avg: 9.0/10)
- **Workflow:** 8.0/10 (Category avg: 8.7/10)
- **Customization :** 8.5/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.3/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Track-It!?

- **Seller:** [BMC Helix](https://www.g2.com/sellers/bmc-helix)
- **Year Founded:** 2025
- **HQ Location:** N/A
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=63b4dbbe36c184b8e0bcfe321196485a32ca82b8a8050b7bdd9dc630481c3b87&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbmchelix%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,266 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Higher Education
- **Company Size:** 56% Medium, 29% Large

#### What Are Recent G2 Reviews of Track-It!?

**["Nice tool with a great Name"](https://www.g2.com/survey_responses/track-it-review-10177651)**

**Rating:** 4.0/5.0 stars

_— Hector D._

[Read full review](https://www.g2.com/survey_responses/track-it-review-10177651)

**["A Solid Business help desk Tool"](https://www.g2.com/survey_responses/track-it-review-9021286)**

**Rating:** 4.0/5.0 stars

_— Aryan K._

[Read full review](https://www.g2.com/survey_responses/track-it-review-9021286)

#### What Are G2 Users Discussing About Track-It!?

- [What needs improvement with Track-It! to better support your IT help desk operations?](https://www.g2.com/discussions/what-needs-improvement-with-track-it-to-better-support-your-it-help-desk-operations)
- [What is Track-It! used for?](https://www.g2.com/discussions/what-is-track-it-used-for)

### [Zammad](https://www.g2.com/products/zammad/reviews)

Zammad is the helpdesk software of the future and helps you find structure in the chaos. Connect all your communication channels, easily grant user rights, and receive helpful reporting.

**Average Rating:** 4.5/5.0

**Total Reviews:** 10

#### How Do G2 Users Rate Zammad?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.0/10)
- **Workflow:** 6.7/10 (Category avg: 8.7/10)
- **Customization :** 5.6/10 (Category avg: 8.4/10)
- **Customer Portal:** 7.0/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Zammad?

- **Seller:** [Zammad](https://www.g2.com/sellers/zammad)
- **Year Founded:** 2015
- **HQ Location:** Berlin, DE
- **Twitter:** @zammadhq  
832 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=730ee6758b9c274824c9cc01d5e103ee3e5e3f30f7bff708c9c5b7db4478072a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fzammad%2F&secure%5Burl_type%5D=linkedin_company_website)  
21 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 60% Small, 30% Medium

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

**["Zammad - A free helpdesk and issue tracking platform"](https://www.g2.com/survey_responses/zammad-review-8759470)**

**Rating:** 5.0/5.0 stars

_— Kashish P._

[Read full review](https://www.g2.com/survey_responses/zammad-review-8759470)

**["Among the best open sources support software"](https://www.g2.com/survey_responses/zammad-review-8510650)**

**Rating:** 4.5/5.0 stars

_— Elvis P._

[Read full review](https://www.g2.com/survey_responses/zammad-review-8510650)

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

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

### [Grasp](https://www.g2.com/products/grasp/reviews)

Grasp brings together multiple lines of communication and creates one story from all contact moments. That’s how you regain control of your customer service.

**Average Rating:** 4.5/5.0

**Total Reviews:** 11

#### How Do G2 Users Rate Grasp?

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

#### Who Is the Company Behind Grasp?

- **Seller:** [Grasp](https://www.g2.com/sellers/grasp)
- **Year Founded:** 2012
- **HQ Location:** Amsterdam, NL
- **Twitter:** @Grasp\_EN  
4,218 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b0c1b577f03180d96060597f0e6193fc839915a95b93a293efeda97632907de0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fgetgrasp%2F&secure%5Burl_type%5D=linkedin_company_website)  
7 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 42% Small, 33% Large

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

**["Casengo review"](https://www.g2.com/survey_responses/grasp-review-2238564)**

**Rating:** 4.5/5.0 stars

_— Ronald J._

[Read full review](https://www.g2.com/survey_responses/grasp-review-2238564)

**["Review for Casengo"](https://www.g2.com/survey_responses/grasp-review-4986991)**

**Rating:** 4.5/5.0 stars

_— Jackline T._

[Read full review](https://www.g2.com/survey_responses/grasp-review-4986991)

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

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

### [HelpDeskZ](https://www.g2.com/products/helpdeskz/reviews)

HelpDeskZ is a PHP based which allows managing the site's support with a web-based support ticket system. It receives and answers customers any doubts.

**Average Rating:** 4.1/5.0

**Total Reviews:** 11

#### How Do G2 Users Rate HelpDeskZ?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.0/10)
- **Workflow:** 8.9/10 (Category avg: 8.7/10)
- **Customization :** 8.3/10 (Category avg: 8.4/10)
- **Customer Portal:** 9.3/10 (Category avg: 8.6/10)

#### Who Is the Company Behind HelpDeskZ?

- **Seller:** [EvolutionScript](https://www.g2.com/sellers/evolutionscript)
- **HQ Location:** N/A
- **Twitter:** @HelpDeskZ  
38 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website)  
1 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 36% Medium, 36% Small

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

**["Helpdesk"](https://www.g2.com/survey_responses/helpdeskz-review-8772093)**

**Rating:** 4.5/5.0 stars

_— Verified User in Staffing and Recruiting_

[Read full review](https://www.g2.com/survey_responses/helpdeskz-review-8772093)

**["use friendly and practical"](https://www.g2.com/survey_responses/helpdeskz-review-6909973)**

**Rating:** 4.5/5.0 stars

_— Bernardo D._

[Read full review](https://www.g2.com/survey_responses/helpdeskz-review-6909973)

### [SparrowDesk](https://www.g2.com/products/sparrowdesk/reviews)

SparrowDesk is an AI-first customer support platform powered by Zoona AI, designed to help teams resolve customer conversations faster and more consistently at scale. It unifies email and live chat into a single omnichannel inbox, giving support teams full visibility into every customer interaction. At the core of SparrowDesk is Zoona AI, which brings intelligence directly into the support workflow. Zoona AI includes AI Agents that automatically handle routine customer queries with accurate, on-brand responses, and an AI Copilot that assists human agents with instant conversation summaries and smart reply suggestions. Together, they reduce repetitive work while keeping humans in control of complex issues. Beyond AI, SparrowDesk provides essential support operations tools such as Service Level Agreements (SLAs), customizable ticket views, macros, and real-time analytics. These features help teams stay organized, meet response targets, and gain visibility into performance. Designed for scale, SparrowDesk supports multi-brand and multilingual support with role-based access controls for growing teams.

**Average Rating:** 4.6/5.0

**Total Reviews:** 12

#### How Do G2 Users Rate SparrowDesk?

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

#### Who Is the Company Behind SparrowDesk?

- **Seller:** [SurveySparrow Inc.](https://www.g2.com/sellers/surveysparrow-inc)
- **Year Founded:** 2017
- **HQ Location:** Palo Alto, California
- **Twitter:** @surveysparrow  
904 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=248da59de43d290d61a268b03f756c7baccd51a41fd31fe328358aeb784d8fa4&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F13253328&secure%5Burl_type%5D=linkedin_company_website)  
412 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 75% Small, 17% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **AI assistance** in SparrowDesk for its efficiency and seamless support experience.
- Users appreciate the **AI assistance** in SparrowDesk for enhancing efficiency and simplifying daily support management.
- Users appreciate the **ease of assignment management** with all tasks centralized, enhancing team productivity and support. 
- Users appreciate the **automated responses** feature, making support management and team onboarding efficient and consistent.
- Users value the **ease of use** of SparrowDesk, streamlining support management and onboarding with a clean UI.

##### Cons

- Users find that the **automation complexity** in SparrowDesk is challenging due to limited integrations and time-consuming settings.
- Users face **integration issues** with unavailable tools and complicated automation settings that require time to adjust.
- Users are disappointed by the **lack of integrations** with essential tools, leading to limited functionality.
- Users express frustration with **limited automation** options, as some integrations are still unavailable and require extensive adjustments.
- Users find the **limited integrations** with SparrowDesk frustrating, hindering their automation efficiency and overall productivity.

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

**["User-Friendly with Stellar AI Assistance"](https://www.g2.com/survey_responses/sparrowdesk-review-12433338)**

**Rating:** 4.5/5.0 stars

_— Robin J._

[Read full review](https://www.g2.com/survey_responses/sparrowdesk-review-12433338)

**["Clean support tool with a very low learning curve not overwhelming like other platforms"](https://www.g2.com/survey_responses/sparrowdesk-review-12631523)**

**Rating:** 5.0/5.0 stars

_— Akhila K._

[Read full review](https://www.g2.com/survey_responses/sparrowdesk-review-12631523)

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- [Live Chat](/categories/live-chat)
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- [Social Customer Service](/categories/social-customer-service)
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- [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 April 9, 2026

Help desk software is used to organize, manage, and respond to service-related requests from internal and external sources, helping customer service teams streamline support processes and analyze engagement across communication channels.

### Core Capabilities of Help Desk Software

To qualify for inclusion in the Help Desk category, a product must:

- Organize external customer inquiries into tickets for support agents
- Aggregate inquiries from emails and a customer portal
- Assign tickets to support agents for prompt service

### Common Use Cases for Help Desk Software

Help desk software is commonly used to:

- Manage incoming customer inquiries across email, phone, social media, and portals
- Track ticket status and prioritize issues for support teams
- Provide customers with self-service options through knowledge bases or portals
- Monitor agent performance and customer service metrics
- Centralize multi-channel communication for faster resolution

### How Help Desk Software Differs from Other Tools

Help desk software focuses on handling customer inquiries and service requests across multiple communication channels, often integrating customer self-service, social customer service, and live chat tools to boost efficiency and support quality.

### Insights from G2 on Help Desk Software

Based on category trends on G2, streamlined ticket management, unified communication channels, and analytics that help teams better understand customer needs and improve service performance.

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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