# Best Help Desk Software - Page 15

## 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**

### Business Draft

Business Draft offers an affordable, user-friendly and all-in-one recruitment solution tailored to support the needs of growing companies. Our comprehensive software streamlines the entire hiring process, replacing time-consuming manual tasks with intuitive features that empower recruiters and hiring managers to efficiently source, assess, and hire top talent, faster.

[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=2026-08-01T21%3A14%3A06Z&secure%5Bdisplayable_resource_id%5D=791&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=retargeted_product&secure%5Bplacement_resource_ids%5D%5B%5D=1336308&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=1336308&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%3D15%26tactic_id%3D3564347&secure%5Btoken%5D=73a2b410b1c436922031f510f89655159335d7a246e21c95fabadf605710aeab&secure%5Burl%5D=https%3A%2F%2Fbusinessdraft.com%2F&secure%5Burl_type%5D=company_website)

### [Salesmate](https://www.g2.com/products/salesmate/reviews)

Salesmate is an AI-powered Customer Relationship Management (CRM) platform built for mid-market and enterprise teams that need a connected system to run revenue operations at scale. It centralizes customer data, deal pipelines, tasks, and conversations so sales, marketing, support, and revenue operations stay aligned on every account. By bringing execution and visibility into one place, Salesmate reduces operational friction and helps teams move faster from first touch to renewal. Salesmate is designed for organizations scaling across teams, regions, and customer segments - and looking for a CRM that supports structured processes without slowing people down. The platform supports key revenue workflows such as capturing and qualifying leads, managing complex sales cycles, coordinating cross-team handoffs, and tracking performance through reporting and forecasting. Automation through no-code workflows and sequences reduces repetitive work, standardizes best practices, and ensures timely follow-ups without adding unnecessary complexity. A core strength of Salesmate is communication visibility and execution discipline. With seamless email synchronization and tracking, teams can monitor engagement and keep every interaction tied to the right contact, company, and deal. Built-in meeting scheduling improves speed-to-lead and responsiveness, while dashboards and reports give leaders the clarity they need to forecast accurately, identify bottlenecks, and optimize conversion across the funnel. Skara extends Salesmate with CRM-native AI agents that don’t just answer questions - they take action across the customer lifecycle. Skara can engage prospects and customers through real-time conversations, qualify and route inbound leads, book meetings using calendar availability and time-zone logic, and automatically create or update CRM records to keep pipelines clean. Beyond pre-sales, Skara can handle repetitive support requests using knowledge bases, deflect tickets, capture structured data through conversational forms, trigger workflows, assign owners, and escalate complex cases with full context and summaries. For eCommerce and digital-first businesses, Skara also enables conversational commerce use cases such as guided product discovery, answering product and availability questions, handling order status and returns, and capturing high-intent signals that flow directly into the CRM. Together, Salesmate and Skara help mid-market and enterprise organizations operate with greater speed and precision - delivering more qualified conversations, cleaner data, stronger handoffs between teams, and a customer experience that feels responsive and personalized at every stage.

**Average Rating:** 4.7/5.0

**Total Reviews:** 114

#### How Do G2 Users Rate Salesmate?

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.0/10)
- **Workflow:** 10.0/10 (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 Salesmate?

- **Seller:** [Salesmate](https://www.g2.com/sellers/salesmate)
- **Company Website:** www.salesmate.io
- **Year Founded:** 2016
- **HQ Location:** Charlotte, NC
- **Twitter:** @SalesmateIO  
2,114 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=290cb4c166201cbf87ee7970d9e1472402088a8357006eb81beffe9beb6f06b6&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsalesmate%2Fabout&secure%5Burl_type%5D=linkedin_company_website)  
28 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Owner
- **Top Industries:** Marketing and Advertising, Computer Software
- **Company Size:** 73% Small, 14% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users love the **ease of use** of Salesmate, finding it intuitive and convenient for managing their sales functions.
- Users commend Salesmate's **excellent customer support** , appreciating quick responses and a clean interface for enhanced experience.
- Users love the **super clean interface** and **amazing customer care** that enhance their Salesmate experience.
- Users appreciate the **amazing support** from Salesmate, which greatly enhances their user experience and confidence.
- Users appreciate the **efficient automation features** of Salesmate, significantly saving time and enhancing productivity during the sales process.

##### Cons

- Users encounter **integration issues** with Salesmate, affecting workflow automation and third-party compatibility experiences.
- Users find the **limited features** of Salesmate challenging, particularly regarding advanced configurations and third-party integrations.
- Users find **missing features** in Salesmate, particularly in customer support, email management, and mobile functionality.
- Users face a **learning curve** for advanced configurations, requiring significant involvement from technical support initially.
- Users find Salesmate to be **not intuitive** , requiring technical help for advanced configurations and setup adjustments.

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

**["Dream Team"](https://www.g2.com/survey_responses/salesmate-review-12820899)**

**Rating:** 5.0/5.0 stars

[Read full review](https://www.g2.com/survey_responses/salesmate-review-12820899)

**["The first CRM that actually keeps up with my deal flow"](https://www.g2.com/survey_responses/salesmate-review-12970513)**

**Rating:** 5.0/5.0 stars

_— Verified User in Real Estate_

[Read full review](https://www.g2.com/survey_responses/salesmate-review-12970513)

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

- [Is HubSpot free?](https://www.g2.com/discussions/is-hubspot-free)
- [Who owns Salesmate?](https://www.g2.com/discussions/who-owns-salesmate) - 1 comment
- [Is Salesmate good?](https://www.g2.com/discussions/is-salesmate-good) - 1 comment
- [How does Salesmate work?](https://www.g2.com/discussions/how-does-salesmate-work)

### [SP Customer Service](https://www.g2.com/products/sp-customer-service/reviews)

SP Customer Service is a next generation business-to-business SharePoint customer service template that is part of a Digital Workplace. Track and manage support issues with a robust Helpdesk system. Drive customer self-service with a knowledge base, documents, forum, announcements, and more, available on the Customer Portal. Manage customers, products, and services throughout the customer life cycle. Measure success with Power BI Dashboards.

**Average Rating:** 4.5/5.0

**Total Reviews:** 4

#### How Do G2 Users Rate SP Customer Service?

- **Has the product been a good partner in doing business?:** 6.7/10 (Category avg: 9.0/10)

#### Who Is the Company Behind SP Customer Service?

- **Seller:** [SP Marketplace](https://www.g2.com/sellers/sp-marketplace)
- **Year Founded:** 2012
- **HQ Location:** Penn Valley, California
- **Twitter:** @SP\_Marketplace  
609 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=967363ac217690f7545dc31fb5c3bf7cb0a5da51caec9a94cfed51f3e997b1c7&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2317262%2F&secure%5Burl_type%5D=linkedin_company_website)  
26 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 50% Medium, 50% Small

#### What Are Recent G2 Reviews of SP Customer Service?

**["Straight-forward"](https://www.g2.com/survey_responses/sp-customer-service-review-5185058)**

**Rating:** 5.0/5.0 stars

_— ANELISA N._

[Read full review](https://www.g2.com/survey_responses/sp-customer-service-review-5185058)

**["A company with a vision for upgrading a robust customer service application."](https://www.g2.com/survey_responses/sp-customer-service-review-5207074)**

**Rating:** 4.0/5.0 stars

_— Benny V._

[Read full review](https://www.g2.com/survey_responses/sp-customer-service-review-5207074)

#### What Are G2 Users Discussing About SP Customer Service?

- [What is SP Customer Service used for?](https://www.g2.com/discussions/what-is-sp-customer-service-used-for)

### [Text](https://www.g2.com/products/text-text/reviews)

Text is an AI-first customer service platform built for ecommerce and digital-first businesses that want to grow volume without growing the team. The idea behind it is simple: your support team is already your biggest sales channel. And now there's a way to unlock it. 🛒 AI that doesn't just support - it sells AI agents and human agents share one inbox. But unlike most platforms, the AI doesn't just answer questions and close chats. It: • detects checkout hesitation and steps in with the right offer; • spots buying signals hiding in routine inquiries • qualifies leads, captures details, and hands your team warm conversations with full context The result? Your support becomes the place where revenue happens. 💡 74% resolution rate, around the clock The AI agent works 24/7, resolving repetitive queries end-to-end - order status, returns, FAQs, product specs - all grounded in your own knowledge base. And it's good at it: 74% resolution rate versus 59% industry average. When no one's online, it keeps working: • capturing leads • qualifying visitors • collecting what your team needs for a meaningful follow-up When your team's back, it shifts gears - triaging by intent and routing high-value conversations to the right person. 📡 Every channel, one inbox One omnichannel inbox covers chat, email, Messenger, SMS, and more. Full conversation history, customer context, and Shopify order data visible per contact. Tickets and chats unified with shared tagging and routing. 🤖 Automation at every level Workflows handle tagging, routing, follow-ups, and notifications - connected to HubSpot, Shopify, Slack, and more. AI agents resolve conversations autonomously, with custom skills you define in plain language. Copilot assists your human agents with reply suggestions and summaries. You stay in control: tone, answer length, language - all configurable per AI agent. Conversations can be supervised in real time, with human takeover at any point.. 🌍 Minutes to set up. Built to scale. Whether you're a growing ecommerce brand or a digital-first team scaling fast - setup takes minutes. Point the AI at your website and it's handling conversations the same day. Trusted by over 35,000 companies including Unilever, Wembley Stadium, and MIT. 🔒 Built for enterprise trust and security • SOC 2 audited • GDPR compliant • CCPA compliant • PCI DSS certified Start your free 14-day trial today and see how Text transforms support into measurable ROI. No credit card required.

**Average Rating:** 4.1/5.0

**Total Reviews:** 11

#### How Do G2 Users Rate Text?

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.0/10)
- **Workflow:** 5.0/10 (Category avg: 8.7/10)
- **Customization :** 10.0/10 (Category avg: 8.4/10)
- **Customer Portal:** 5.0/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Text?

- **Seller:** [Text](https://www.g2.com/sellers/text)
- **Company Website:** www.text.com
- **Year Founded:** 2002
- **HQ Location:** Boston, MA, USA
- **Twitter:** @text\_hq  
150 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=135d41e78736ea09e7a0dae6252643ecbd494b7104da672504281f4199c28450&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ftext%2F&secure%5Burl_type%5D=linkedin_company_website)  
381 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 75% Small, 42% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users enjoy the **simplicity and helpful Copilot feature** , enhancing their ability to quickly access needed information.
- Users appreciate the **simplicity of call management** , finding it easy to navigate and utilize effectively.
- Users appreciate the **simplicity of the layout** , finding it helpful, especially with the Copilot feature.
- Users appreciate the **ease of use** , finding the layout simple and helpful to navigate for information.
- Users appreciate the **simple layout and helpful notification options** , with Copilot being a favorite for quick information access.

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

**["​​We stopped losing sales at the finish line"](https://www.g2.com/survey_responses/text-review-12471308)**

**Rating:** 5.0/5.0 stars

_— Jerry H._

[Read full review](https://www.g2.com/survey_responses/text-review-12471308)

**["Integrated Tickets & Live Chat with Great Canned Responses and Smart Notifications"](https://www.g2.com/survey_responses/text-review-12908204)**

**Rating:** 4.0/5.0 stars

_— Hussein M._

[Read full review](https://www.g2.com/survey_responses/text-review-12908204)

### [Yoizen Omnichannel CX Platform](https://www.g2.com/products/yoizen-omnichannel-cx-platform/reviews)

Yoizen helps leading companies create conversational, customer-centric digital experiences to grow their business. Our SaaS omnichannel platform and bot building solution, powered by AI enable businesses to automate marketing, sales and customer service on multiple digital channels and messaging apps, such as: WhatsApp, Social Media, Email, Web Chat, Apple and Google Messaging, Google My Business, Mercado Libre, and more! By using our technology to integrate and automate customer communications, you will: • optimize your agents’ time • reduce operating costs • improve customer experience • increase customer satisfaction • boost productivity • deliver a consistent brand experience Our platform works in Spanish, Portuguese and English. We are a Meta Business Partner and WhatsApp Business Solution Provider. Other partnerships: Avaya Google Apple We currently serve clients from multiple industries in Argentina, Colombia, México, Perú, Bolivia, Paraguay, Brazil, Costa Rica, Jamaica, Uruguay and Guatemala. Areas of expertise: Omnichannel Customer Service Automation ChatBots Conversational Intelligence powered by AI Customer Experience (CX) Digital Channels

**Average Rating:** 4.6/5.0

**Total Reviews:** 28

#### How Do G2 Users Rate Yoizen Omnichannel CX Platform?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.0/10)
- **Workflow:** 9.4/10 (Category avg: 8.7/10)
- **Customization :** 8.5/10 (Category avg: 8.4/10)
- **Customer Portal:** 7.8/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Yoizen Omnichannel CX Platform?

- **Seller:** [YOIZEN](https://www.g2.com/sellers/yoizen)
- **Year Founded:** 2010
- **HQ Location:** Ciudad Autónoma de Buenos Aires (CABA) , Argentina
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d5f39de23400134463438d17119a1a4ddc95c0e8d3d8bfb01ae80d9fe75c032d&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fyoizen%2F&secure%5Burl_type%5D=linkedin_company_website)  
72 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Telecommunications
- **Company Size:** 57% Large, 29% Medium

#### What Are Recent G2 Reviews of Yoizen Omnichannel CX Platform?

**["A comprehensive tool to transform the customer experience"](https://www.g2.com/survey_responses/yoizen-omnichannel-cx-platform-review-10152081)**

**Rating:** 5.0/5.0 stars

_— Cinthia D._

[Read full review](https://www.g2.com/survey_responses/yoizen-omnichannel-cx-platform-review-10152081)

**["Sensitive platform for social media management, versatile and with potential to add integrations."](https://www.g2.com/survey_responses/yoizen-omnichannel-cx-platform-review-9315634)**

**Rating:** 5.0/5.0 stars

_— Marcela P._

[Read full review](https://www.g2.com/survey_responses/yoizen-omnichannel-cx-platform-review-9315634)

### [Artologik HelpDesk](https://www.g2.com/products/artologik-helpdesk/reviews)

Help Desk, Ticketing and Support Software

**Average Rating:** 3.8/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate Artologik HelpDesk?

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.0/10)
- **Workflow:** 6.1/10 (Category avg: 8.7/10)
- **Customization :** 8.3/10 (Category avg: 8.4/10)
- **Customer Portal:** 6.1/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Artologik HelpDesk?

- **Seller:** [Blue State](https://www.g2.com/sellers/blue-state)
- **Year Founded:** 2004
- **HQ Location:** Brooklyn, New York, United States
- **Twitter:** @bsd  
78 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=52739485e7062335e48c9528f0f90c840308611f21be62d040bd909c83f8217e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F32391%2F&secure%5Burl_type%5D=linkedin_company_website)  
190 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 100% Large

#### What Do G2 Reviewers Say About Artologik HelpDesk?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **decentralized support ticketing system** of Artologik HelpDesk, enabling seamless interactions with support agents.
- Users value the **easy communication** with support agents facilitated by Artologik HelpDesk's decentralized ticketing system.

##### Cons

- Users find Artologik HelpDesk's **limited customization** options insufficient for precise alignment with their specific support needs.
- Users find **ticketing issues** with Artologik HelpDesk due to inflexible customizations that don't meet specific support needs.

#### What Are Recent G2 Reviews of Artologik HelpDesk?

**["Helped my business strengthen customer communications"](https://www.g2.com/survey_responses/artologik-helpdesk-review-6735558)**

**Rating:** 4.5/5.0 stars

_— James H._

[Read full review](https://www.g2.com/survey_responses/artologik-helpdesk-review-6735558)

**["Helpful in ticketing system for basic support needs"](https://www.g2.com/survey_responses/artologik-helpdesk-review-10389272)**

**Rating:** 4.5/5.0 stars

_— Tran K._

[Read full review](https://www.g2.com/survey_responses/artologik-helpdesk-review-10389272)

#### What Are G2 Users Discussing About Artologik HelpDesk?

- [What is Artologik HelpDesk used for?](https://www.g2.com/discussions/what-is-artologik-helpdesk-used-for)

### [eFACiLiTY](https://www.g2.com/products/efacility/reviews)

eFACiLiTY® is the most comprehensive and leading web-based Computer-aided Facility Management/Integrated Workplace Management (IWMS/CAFM) Software that also serves the Environmental Sustainability, Health & Well-being needs of your Smart Buildings. eFACiLiTY® is a contemporary solution that works together with businesses to provide a complete perspective on facilities operation by bringing together space, people, assets, and maintenance into a single system. Being a modular facilities management system eFACiLiTY® works together with your business and allows day-to-day management of the processes, automates operations, provides a management dashboard for critical analysis, and enables enterprise-wide control in the most intelligent & efficient way. • Extremely easy single or multi-site/tenant implementations for enterprises/facilities of any size • Smart Facility Management with seamless integration with most BAS / BMS software, IoT Devices • Artificial Intelligence/Machine Learning (AI / ML) support for Predictive Maintenance, Energy Predictions, etc. • Cloud, On-premise rental & Perpetual models supporting Web/Mobile/Tablet platforms A complete FM Suite Best suited for Airports, Business/IT Parks, Commercial Complexes, Government Organizations, Residential Complexes, Manufacturing Facilities, Healthcare, Corporate Houses, Educational Institutions, Hospitality

**Average Rating:** 4.5/5.0

**Total Reviews:** 15

#### How Do G2 Users Rate eFACiLiTY?

- **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.0/10)
- **Workflow:** 9.4/10 (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 eFACiLiTY?

- **Seller:** [Sierra ODC](https://www.g2.com/sellers/sierra-odc)
- **Year Founded:** 1998
- **HQ Location:** Coimbatore, Tamil Nadu
- **Twitter:** @sierratecdotcom  
16 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=ecc6b0195225c711f4bff42238e007fe7c4ebd5de512842edc137563743d0002&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsierra-odc-private-limited-india%2F&secure%5Burl_type%5D=linkedin_company_website)  
221 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 40% Small, 33% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **ease of use** of eFACiLiTY, finding it simple to manage facilities and data integration.
- Users value the **automation capabilities** of eFACiLiTY, enhancing efficiency and simplifying facility management tasks.
- Users value the **efficiency** of eFACiLiTY, enhancing operational performance and allowing focus on crucial tasks.
- Users value the **robust integrations** of eFACiLiTY, enabling seamless workflows and flexibility across various business tools.
- Users commend the **flexibility** of eFACiLiTY, enabling effective management and seamless access for all stakeholders.

##### Cons

- Users find the **clarity issues** of eFACiLiTY overwhelming, especially when selecting from numerous modules without guidance.
- Users experience **lagging chat features** during one-to-one interactions, leading to frustrating customer support encounters.
- Users experience **poor customer support** due to lagging chat features, causing frustration in one-to-one interactions.
- Users find the **steep learning curve** of eFACiLiTY challenging due to its detailed and tedious setup process.

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

**["Efficiency in Facility Management"](https://www.g2.com/survey_responses/efacility-review-9044125)**

**Rating:** 4.5/5.0 stars

_— Adrienne F._

[Read full review](https://www.g2.com/survey_responses/efacility-review-9044125)

**["Provides You with Easy Facility Management"](https://www.g2.com/survey_responses/efacility-review-9111349)**

**Rating:** 5.0/5.0 stars

_— vasu s._

[Read full review](https://www.g2.com/survey_responses/efacility-review-9111349)

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

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

### [Engageware](https://www.g2.com/products/engageware/reviews)

Engageware (formerly TimeTrade SilverCloud), provides industry-leading technology and expert know-how to help organizations better engage their customers. Trusted by more than 500 organizations, our self-service, appointment scheduling, and knowledge management solutions – combined and integrated with those of our market-leading partners – make it easy for customers to answer their questions quickly, connect to the right resources when scheduled expertise is needed, and get a consistent, efficient experience when help from a representative is required. Organizations that use our customer engagement solutions deliver quality customer experiences no matter the channel — enabling faster growth with greater efficiency.

**Average Rating:** 4.4/5.0

**Total Reviews:** 128

#### How Do G2 Users Rate Engageware?

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.0/10)
- **Workflow:** 9.2/10 (Category avg: 8.7/10)
- **Customization :** 8.3/10 (Category avg: 8.4/10)
- **Customer Portal:** 10.0/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Engageware?

- **Seller:** [Engageware](https://www.g2.com/sellers/engageware)
- **Year Founded:** 2000
- **HQ Location:** Tewksbury, MA
- **Twitter:** @engageware  
2,865 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=867b673b94d802a4346e6c2466a75dd26b20073318cce2a5027d60c9f076746f&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fengageware%2F&secure%5Burl_type%5D=linkedin_company_website)  
113 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Sales Consultant
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 50% Medium, 34% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Users highlight the **ease of use** of Engageware, simplifying appointment scheduling and customer engagement processes.
- Users find Engageware to be **extremely helpful** for seamless appointment scheduling and efficient support through AI tools.
- Users value the **responsive customer support** of Engageware, appreciating their friendly assistance in resolving issues quickly.
- Users praise Engageware for its **exceptional efficiency** in client engagement and time management, enhancing overall productivity.
- Users value the **robust knowledge base** of Engageware, enhancing appointment scheduling and optimizing communication effectively.

##### Cons

- Users find the **high prices** of Engageware challenging, impacting their ability to fully utilize the platform.
- Users struggle with **layout issues** in Engageware, including disorganization, clunky navigation, and poor content access controls.
- Users find the **learning curve steep** with Engageware, making it challenging to adapt and utilize effectively.
- Users find the **configuration complexity** of Engageware challenging, requiring extensive technical support and higher pricing adjustments.
- Users struggle with **integration issues** , finding the lack of functional calendar sync and a modern UI problematic.

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

**["Engageware Boosted Conversions with Time-Saving Scheduling"](https://www.g2.com/survey_responses/engageware-review-12713152)**

**Rating:** 4.5/5.0 stars

_— Prosper I._

[Read full review](https://www.g2.com/survey_responses/engageware-review-12713152)

**["Engageware Boosts Engagement between customer and employee"](https://www.g2.com/survey_responses/engageware-review-11852177)**

**Rating:** 4.5/5.0 stars

_— Anshu K._

[Read full review](https://www.g2.com/survey_responses/engageware-review-11852177)

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

- [What is Engageware used for?](https://www.g2.com/discussions/what-is-engageware-used-for)
- [What does TimeTrade do?](https://www.g2.com/discussions/what-does-timetrade-do)
- [How much does TimeTrade cost?](https://www.g2.com/discussions/how-much-does-timetrade-cost)
- [What is TimeTrade used for?](https://www.g2.com/discussions/what-is-timetrade-used-for)
- [What is TimeTrade?](https://www.g2.com/discussions/what-is-timetrade)

### [eStreamDesk](https://www.g2.com/products/estreamdesk/reviews)

eStreamDesk is a easy-to-use cloud-based help desk and ticketing system.

**Average Rating:** 4.0/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate eStreamDesk?

- **Has the product been a good partner in doing business?:** 6.7/10 (Category avg: 9.0/10)
- **Workflow:** 8.3/10 (Category avg: 8.7/10)
- **Customization :** 8.3/10 (Category avg: 8.4/10)
- **Customer Portal:** 7.2/10 (Category avg: 8.6/10)

#### Who Is the Company Behind eStreamDesk?

- **Seller:** [eStreamDesk](https://www.g2.com/sellers/estreamdesk)
- **Year Founded:** 2013
- **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=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:** 67% Medium, 33% Large

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

**["eStreamDesk is easy to manage and will allow you to address the tracking of your incidents"](https://www.g2.com/survey_responses/estreamdesk-review-2969377)**

**Rating:** 4.5/5.0 stars

_— Martin P._

[Read full review](https://www.g2.com/survey_responses/estreamdesk-review-2969377)

**["Deliver a faster, more personal experience."](https://www.g2.com/survey_responses/estreamdesk-review-6898782)**

**Rating:** 4.0/5.0 stars

_— karina f._

[Read full review](https://www.g2.com/survey_responses/estreamdesk-review-6898782)

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

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

### [FuseDesk](https://www.g2.com/products/fusedesk/reviews)

FuseDesk is a help-desk add-on for Infusionsoft.

**Average Rating:** 4.2/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate FuseDesk?

- **Workflow:** 7.5/10 (Category avg: 8.7/10)
- **Customization :** 8.3/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.3/10 (Category avg: 8.6/10)

#### Who Is the Company Behind FuseDesk?

- **Seller:** [Asandia](https://www.g2.com/sellers/asandia)
- **Year Founded:** 2010
- **HQ Location:** Walnut, US
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=32ed6f404086f952337e1d80f4054701c57f7e263190ca1975a7061d31b36a33&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffusedesk&secure%5Burl_type%5D=linkedin_company_website)  
2 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 100% Small

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

**["My Honest Review"](https://www.g2.com/survey_responses/fusedesk-review-9906430)**

**Rating:** 4.0/5.0 stars

_— Daniel S._

[Read full review](https://www.g2.com/survey_responses/fusedesk-review-9906430)

**["FuseDesk Makes Cross-Company Communication Easy"](https://www.g2.com/survey_responses/fusedesk-review-9906421)**

**Rating:** 4.0/5.0 stars

_— Verified User in Financial Services_

[Read full review](https://www.g2.com/survey_responses/fusedesk-review-9906421)

### [Futr](https://www.g2.com/products/futr/reviews)

Futr is a chat-as-a-service platform that is supercharging customer service capabilities with auto, live, video & social chat - in any language and on any channel. With clients including a number of police forces, leading retailers and charities, Futr is helping smart organisations connect with their audiences through always on, always instant, always insightful chat services. Don't take our word for it. Try out the Futr platform for free with our one-month trial! - Instant Auto Chat deployment - Tracked usage & benchmarked ROI - Dedicated support with scheduled check-in's - End of trial business case review - No obligation - no credit card required

**Average Rating:** 4.7/5.0

**Total Reviews:** 21

#### How Do G2 Users Rate Futr?

- **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 :** 9.4/10 (Category avg: 8.4/10)
- **Customer Portal:** 10.0/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Futr?

- **Seller:** [Futr](https://www.g2.com/sellers/futr)
- **Year Founded:** 2017
- **HQ Location:** London, England
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=86930ae774800773804262dd4e67cd6341e4962f3fecce38d7554781683ac749&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffutrcorp%2F&secure%5Burl_type%5D=linkedin_company_website)  
8 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 48% Medium, 38% Small

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

**["Brilliant tool, user friendly and great service!"](https://www.g2.com/survey_responses/futr-review-8418479)**

**Rating:** 5.0/5.0 stars

_— Rosie O._

[Read full review](https://www.g2.com/survey_responses/futr-review-8418479)

**["Easy to use, Customer Friendly"](https://www.g2.com/survey_responses/futr-review-8340246)**

**Rating:** 5.0/5.0 stars

_— Laura O._

[Read full review](https://www.g2.com/survey_responses/futr-review-8340246)

### [GIT-ZEN](https://www.g2.com/products/git-zen/reviews)

Git‑Zen is the most popular Git and TFS integration application available for Zendesk. Git‑Zen coordinates your Zendesk tickets with your commits and work items or issues. Git‑Zen helps to keep your Zendesk agents separate from your developers; simply create a new issue or work item (or link existing ones) directly from the Zendesk ticket. See all of the issue or work item updates directly in the Zendesk ticket, as well as in your source control tool.

**Average Rating:** 4.3/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate GIT-ZEN?

- **Has the product been a good partner in doing business?:** 5.0/10 (Category avg: 9.0/10)
- **Workflow:** 6.7/10 (Category avg: 8.7/10)
- **Customization :** 1.7/10 (Category avg: 8.4/10)
- **Customer Portal:** 4.2/10 (Category avg: 8.6/10)

#### Who Is the Company Behind GIT-ZEN?

- **Seller:** [GIT-ZEN](https://www.g2.com/sellers/git-zen)
- **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=5171597b45dc6f3a3076901ab714d678b5967c7e1ec5e269c55dd1af654c977a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fin%2Fgit-zen-for-zendesk&secure%5Burl_type%5D=linkedin_company_website)  
1 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 33% Large, 33% Medium

#### What Do G2 Reviewers Say About GIT-ZEN?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **seamless integrations** between Zendesk and GitHub, streamlining their support and development processes.

#### What Are Recent G2 Reviews of GIT-ZEN?

**["Good tool for limited use case"](https://www.g2.com/survey_responses/git-zen-review-5343269)**

**Rating:** 4.0/5.0 stars

_— VISHNU V._

[Read full review](https://www.g2.com/survey_responses/git-zen-review-5343269)

**["Great Tool that helps you link your Zendesk tickets to GitHub issues"](https://www.g2.com/survey_responses/git-zen-review-9349686)**

**Rating:** 5.0/5.0 stars

_— Verified User in Marketing and Advertising_

[Read full review](https://www.g2.com/survey_responses/git-zen-review-9349686)

#### What Are G2 Users Discussing About GIT-ZEN?

- [What is GIT-ZEN used for?](https://www.g2.com/discussions/what-is-git-zen-used-for) - 1 comment

### [Gnatta](https://www.g2.com/products/gnatta/reviews)

Gnatta is a customer communication platform with built-in AI Agents designed to help B2C service teams deliver faster, lower-cost support across every channel. Bring webchat, email, telephony, SMS, WhatsApp, and social messaging into a single workspace, with a powerful workflow engine to control routing, automation, and data handling. AI Agents work alongside your team or independently, resolving customer queries end-to-end or supporting specific processes like order tracking, returns, and FAQs. Unlike black-box AI tools, Gnatta gives you full visibility and control – with structured workflows, clear escalation paths, and detailed logs of every AI decision. Connect your systems with real-time integrations to give both agents and AI access to the same data, enabling personalised, accurate responses. Whether you’re augmenting your team or scaling with AI-led service, Gnatta helps you reduce costs, improve response times, and stay in control.

**Average Rating:** 4.5/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate Gnatta?

- **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 :** 8.3/10 (Category avg: 8.4/10)
- **Customer Portal:** 9.2/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Gnatta?

- **Seller:** [Gnatta](https://www.g2.com/sellers/gnatta)
- **Year Founded:** 2014
- **HQ Location:** London, GB
- **Twitter:** @Gnatta  
658 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2457e328b9c923d9a1e72f8f41028d710715f093a9211273d91dfe253a3acf4c&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fgnatta&secure%5Burl_type%5D=linkedin_company_website)  
17 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 67% Small, 33% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **communication ease** of Gnatta, facilitating quick and effective customer interactions through a single interface.
- Users value the **effective communication** capability of Gnatta, enhancing customer interactions through a unified interface.
- Users value the **effective customer support** of Gnatta, enabling personalized communication through a unified interface.
- Users value the **efficiency** of Gnatta, enabling quick and effective customer communication through a single interface.
- Users value the **efficient single interface** of Gnatta for quick and personalized customer interactions.

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

**["Communication channel integration platform for companies"](https://www.g2.com/survey_responses/gnatta-review-7723057)**

**Rating:** 4.5/5.0 stars

_— Pedro A._

[Read full review](https://www.g2.com/survey_responses/gnatta-review-7723057)

**["Control the interactions in the company's communication channels in a single location"](https://www.g2.com/survey_responses/gnatta-review-7715177)**

**Rating:** 4.0/5.0 stars

_— Andrea I._

[Read full review](https://www.g2.com/survey_responses/gnatta-review-7715177)

### [HelpStack](https://www.g2.com/products/helpstack/reviews)

HelpStack is an open source iOS and android mobile app help desk that helps to interact with customers, provide in app customer support and solve bugs.

**Average Rating:** 4.8/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate HelpStack?

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.0/10)
- **Workflow:** 9.2/10 (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 HelpStack?

- **Seller:** [HappyFox Inc.](https://www.g2.com/sellers/happyfox-inc)
- **Year Founded:** 2011
- **HQ Location:** Irvine, California
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e8a383dede139f7698b8b70618a55399c049f045e236ab674f639904da325ca6&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F3190470%2F&secure%5Burl_type%5D=linkedin_company_website)  
147 employees on LinkedIn®
- **Phone:** +1 (949) 535-2220

#### Who Uses This Product?

- **Company Size:** 67% Medium, 33% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users love the **seamless automation** in HelpStack, enhancing customer support efficiency through integrated solutions.
- Users value the **seamless integration** of HelpStack, enhancing customer support and communication efficiency.
- Users love the **customizability** of HelpStack, enhancing their customer support experience seamlessly within their mobile app.

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

**["Seamless In-App Support"](https://www.g2.com/survey_responses/helpstack-review-11206142)**

**Rating:** 5.0/5.0 stars

_— Abhin K A._

[Read full review](https://www.g2.com/survey_responses/helpstack-review-11206142)

**["HelpStack: Streamlining Customer Support for Exceptional Service"](https://www.g2.com/survey_responses/helpstack-review-8576185)**

**Rating:** 5.0/5.0 stars

_— Furkan Çağlar G._

[Read full review](https://www.g2.com/survey_responses/helpstack-review-8576185)

### [Inflectra KronoDesk](https://www.g2.com/products/inflectra-kronodesk/reviews)

KronoDesk is an integrated customer support system that includes help desk ticketing, support forums, and a knowledge base in an easy-to-use web-based interface. KronoDesk is available in either SaaS/IaaS/PaaS or on-premise configurations and includes a mobile web interface and fully customizability at no extra cost. KronoDesk is made by Inflectra - a privately owned company from the Washington, DC area.

**Average Rating:** 4.4/5.0

**Total Reviews:** 4

#### How Do G2 Users Rate Inflectra KronoDesk?

- **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.0/10)
- **Workflow:** 8.3/10 (Category avg: 8.7/10)
- **Customization :** 8.3/10 (Category avg: 8.4/10)
- **Customer Portal:** 7.8/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Inflectra KronoDesk?

- **Seller:** [Inflectra](https://www.g2.com/sellers/inflectra)
- **Year Founded:** 2006
- **HQ Location:** Silver Spring, MD
- **Twitter:** @inflectra  
1,319 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=aae67fa3a334395c305911d38dfc1a06d9f32ebc7746dcb63ea87bd2f83d1a2f&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2129418%2F&secure%5Burl_type%5D=linkedin_company_website)  
28 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 50% Medium, 25% Large

#### What Are Recent G2 Reviews of Inflectra KronoDesk?

**["KronoDesk is an easy platform to implement and configure"](https://www.g2.com/survey_responses/inflectra-kronodesk-review-2980394)**

**Rating:** 4.5/5.0 stars

_— Ulises A._

[Read full review](https://www.g2.com/survey_responses/inflectra-kronodesk-review-2980394)

**["User friendly"](https://www.g2.com/survey_responses/inflectra-kronodesk-review-4838052)**

**Rating:** 4.5/5.0 stars

_— Ramses M._

[Read full review](https://www.g2.com/survey_responses/inflectra-kronodesk-review-4838052)

#### What Are G2 Users Discussing About Inflectra KronoDesk?

- [What is Inflectra KronoDesk used for?](https://www.g2.com/discussions/what-is-inflectra-kronodesk-used-for)

### [Ivinex](https://www.g2.com/products/ivinex/reviews)

Ivinex offers a web-based CRM solution that molds itself your your business practices.

**Average Rating:** 4.7/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate Ivinex?

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

#### Who Is the Company Behind Ivinex?

- **Seller:** [Ivinex](https://www.g2.com/sellers/ivinex)
- **Year Founded:** 2006
- **HQ Location:** Bountiful, US
- **Twitter:** @ivinexuue  
51 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a2e7124e0a6d85a7fe7bd3bde162e45d99a38b7180c85e2fc6fbb63c63789fbb&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fivinex&secure%5Burl_type%5D=linkedin_company_website)  
24 employees on LinkedIn®
- **Phone:** 1.801.335.8322 

#### Who Uses This Product?

- **Company Size:** 33% Large, 33% Medium

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

**["Super customization at a price that you can afford"](https://www.g2.com/survey_responses/ivinex-review-524675)**

**Rating:** 4.5/5.0 stars

_— Verified User in Marketing and Advertising_

[Read full review](https://www.g2.com/survey_responses/ivinex-review-524675)

**["Great software for telesales"](https://www.g2.com/survey_responses/ivinex-review-5059977)**

**Rating:** 5.0/5.0 stars

_— Verified User in Insurance_

[Read full review](https://www.g2.com/survey_responses/ivinex-review-5059977)

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

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

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Similar Categories

- [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)
- [Co-Browsing](/categories/co-browsing)
- [Complaint Management](/categories/complaint-management)
- [Contact Center Outsourcing Services](/categories/contact-center-outsourcing-services)
- [Contact Center Payments](/categories/contact-center-payments)

- [Conversational Support](/categories/conversational-support)
- [Customer Communications Management](/categories/customer-communications-management)
- [Customer Education](/categories/customer-education)
- [Customer Service Automation](/categories/customer-service-automation)
- [Customer Success](/categories/customer-success)

[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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