# Best Help Desk Software - Page 5 *By [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)* 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. ## How Many Help Desk Software Products Does G2 Track? **Total Products under this Category:** 498 ### Category Stats (May 2026) - **Average Rating**: 4.44/5 - **New Reviews This Quarter**: 798 - **Buyer Segments**: Small-Business 46% │ Mid-Market 40% │ Enterprise 15% - **Top Trending Product**: knock-ai (+0.65) *Last updated: May 18, 2026* ## How Does G2 Rank Help Desk Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 76,500+ Authentic Reviews - 498+ 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. ## Top Help Desk Software at a Glance | # | Product | Rating | Best For | What Users Say | |---|---------|--------|----------|----------------| | 1 | [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | 4.4/5.0 (6,934 reviews) | Enterprise case management with AI and CRM context | "[Agentforce Service Simplifies Customer Support and Team Workflows](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12813849)" | | 2 | [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) | 4.4/5.0 (7,327 reviews) | Customizable ticketing for growing support teams | "[Zoho Desk: Flexible, Cost-Effective Help Desk with Strong Automation and Integrations](https://www.g2.com/survey_responses/zoho-desk-review-12800573)" | | 3 | [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) | 4.3/5.0 (6,499 reviews) | Omnichannel customer support and ticket tracking | "[Centralized Support with Superior AI and Reporting](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-12546445)" | | 4 | [Freshdesk](https://www.g2.com/products/freshdesk/reviews) | 4.4/5.0 (3,662 reviews) | Easy ticket intake and support workflow tracking | "[Quick to Adopt, Unified Dashboard and Automation That Boost Team Collaboration](https://www.g2.com/survey_responses/freshdesk-review-12752105)" | | 5 | [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) | 4.4/5.0 (2,815 reviews) | CRM-connected support tickets and customer history | "[Always Improving Customer Service Software](https://www.g2.com/survey_responses/hubspot-service-hub-review-6554029)" | | 6 | [Fin](https://www.g2.com/products/fin/reviews) | 4.5/5.0 (3,688 reviews) | AI support deflection from help content | "[Seamless Integrations, Easy Workflows, and Smooth AI for Ticket Management](https://www.g2.com/survey_responses/fin-review-12807719)" | | 7 | [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) | 4.4/5.0 (397 reviews) | Cross-team case workflows and service visibility | "[Efficient platform for managing customer support workflows](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-12817726)" | | 8 | [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5.0 (1,288 reviews) | — | "[Powerful Ticketing, SLAs, Automations, and Analytics That Boost Agent Organization](https://www.g2.com/survey_responses/freshservice-review-12805161)" | | 9 | [Atera](https://www.g2.com/products/atera/reviews) | 4.6/5.0 (1,108 reviews) | IT help desk with remote monitoring and automation | "[Atera’s All-in-One Platform Streamlines MSP Operations](https://www.g2.com/survey_responses/atera-review-12797264)" | | 10 | [RingCentral Contact Center](https://www.g2.com/products/ringcentral-contact-center/reviews) | 4.1/5.0 (195 reviews) | Call-led support with contact center controls | "[RingCentral Contact Center Makes Support Fast, Unified, and Smooth](https://www.g2.com/survey_responses/ringcentral-contact-center-review-12516513)" | ## Which Help Desk Software Is Best for Your Use Case? - **Leader:** [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - **Highest Performer:** [Gladly](https://www.g2.com/products/gladly/reviews) - **Easiest to Use:** [Gladly](https://www.g2.com/products/gladly/reviews) - **Top Trending:** [Pylon](https://www.g2.com/products/pylon-pylon/reviews) - **Best Free Software:** [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) ## Which Type of Help Desk Software Tools Are You Looking For? - [Help Desk Software](https://www.g2.com/categories/help-desk) *(current)* - [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) - [Live Chat Software](https://www.g2.com/categories/live-chat) - [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms) --- **Sponsored** ### Pylon Pylon is an All-in-one B2B Support Platform for modern B2B businesses. We help hundreds of fast growing companies like Deel, Hightouch, and Merge to scale their customer operations. Pylon helps companies manage their customers in shared Slack or Microsoft Teams channels, email, in-app chat, and Slack communities. Pylon automatically tracks customer issues across all the places you talk to your customer, giving a unified place to view, respond to, run workflows, and collect analytics on customer requests. Create views, custom fields, triggers, assignment policies and more. Use AI to auto tag conversations, sync customer Slack conversations to your CRM, send product updates across channels and view engagement. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=58&secure%5Bdisplayable_resource_id%5D=58&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=58&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=1265405&secure%5Bresource_id%5D=58&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fhelp-desk%3Fpage%3D21&secure%5Btoken%5D=8d06213ab2537e13eead3ab5484a013dbe1e6a0362b1e05b21f952a291794ede&secure%5Burl%5D=https%3A%2F%2Fwww.usepylon.com%2Fschedule-demo%3Futm_source%3Dg2%26utm_medium%3Dcpc&secure%5Burl_type%5D=book_demo) --- ## Buyer Guide: Key Questions for Choosing Help Desk Software Software ### What does Help Desk software do? I view Help Desk software as a system that turns customer or employee requests into trackable support work. These tools collect questions from email, chat, forms, portals, phone notes, and social channels, then organize them into tickets with owners, statuses, history, and next steps. In the review themes I evaluated, users connect the category with ticket queues, saved replies, automation, customer profiles, and knowledge bases. It gives support teams one place to manage requests from intake to resolution while keeping the full service record easy to review. ### Why do businesses use Help Desk software? Across the review data I analyzed, businesses used Help Desk software when support work became hard to track through shared inboxes, personal follow-ups, or informal handoffs. Teams wanted fewer missed requests, cleaner ownership, and better visibility into the issues customers were raising. Several benefits appear across the reviews: - Reviewers like ticket routing, tagging, prioritization, and searchable histories. - Agents value saved replies, internal notes, customer context, and channel switching. - Managers use dashboards, SLA views, escalations, and workload tracking. - Automation helps with repetitive updates, alerts, follow-ups, and routing. Common friction areas include setup work, report tuning, pricing changes, slow screens, and customization limits. ### Who uses Help Desk software primarily? After examining G2 reviewer profiles, I found that Help Desk software supports teams that answer requests, manage queues, or track service quality. - **Support agents:** Answer tickets, manage chat, update statuses, and keep notes tied to each customer. - **Support managers:** Monitor workload, assign work, review response times, and track recurring issues. - **IT teams:** Manage employee requests, troubleshooting, assets, and internal service work. - **Customer success teams:** Track account issues, follow-ups, and customer history. - **Operations teams:** Route internal requests, approvals, and service tasks. - **Founders and small business leaders:** Use help desk tools when support work needs structure without a large team. ### What types of Help Desk software should I consider? Based on the way reviewers describe the category, Help Desk software usually falls into these groups: - **Ticketing-first tools:** Best for email intake, assignments, statuses, priorities, and case history. - **Omnichannel service platforms:** Best for chat, social messages, portals, customer profiles, and channel routing. - **IT help desk tools:** Best for internal requests, assets, approvals, remote support, and employee service workflows. - **Live chat and chatbot tools:** Best for real-time support and repeat-question deflection. - **Shared inbox tools:** Best for smaller teams managing one or more support addresses. ### What are the core features to look for in Help Desk software? From the G2 reviewer feedback I analyzed, the features that appear most frequently include: - Ticket intake from email, chat, forms, portals, phone notes, and social channels. - Routing, assignment, priority, tags, statuses, internal notes, and escalations. - Macros, saved replies, automation rules, and knowledge-base links. - Customer profiles, history, CRM integrations, and conversation timelines. - Dashboards, SLA tracking, CSAT, reporting, filters, and exports. - Permissions, workflow editing, admin controls, migration support, and app performance. ### What trends are shaping Help Desk software right now? From my evaluation of review patterns and current customer service market, the following themes stand out: - **AI agents and copilots:** Support tools are adding automated answers, ticket summaries, and suggested replies. - **Knowledge-base deflection:** Teams are moving repeat questions into self-service content before tickets reach agents. - **Context-rich support:** Customer history, prior conversations, and channel context are becoming more important. - **Omnichannel intake:** Email, chat, WhatsApp, portals, social channels, and CRM records are being managed together. - **Automation governance:** Managers need control over what AI can answer, when humans step in, and how outcomes are measured. ### How should I choose Help Desk software? I recommend starting with the support issue that breaks down most often. If requests get lost, prioritize intake, routing, notifications, and search. If agents repeat the same answers, review macros, knowledge-base tools, and automation. If managers need visibility, spend more time with dashboards, SLA views, tags, filters, and exports. --- ## What Are the Top-Rated Help Desk Software Products in 2026? ### 1. [Vision Helpdesk](https://www.g2.com/products/vision-helpdesk/reviews) **Average Rating:** 4.6/5.0 **Total Reviews:** 93 **Product Description:** Vision Helpdesk is 14 years young and serves 20000+ customers, It offers the best customer service tools - solutions for every size business. 1) Help Desk Software (Multi-Channel Help Desk) 2) Satellite Desk (Multi-Company / Brand Help Desk) 3) Service Desk (ITIL / ITSM Desk) - PinkVerify Certified 4) Live Chat Software Vision Helpdesk offers SaaS and Download versions of above all products. It starts as low as $8 per mo per staff agent. ### What Do G2 Reviewers Say About Vision Helpdesk? *AI-generated summary from verified user reviews* **Pros:** - Users love the **user-friendly interface and multi-channel support** of Vision Helpdesk, enhancing ticket management efficiency. - Users value the **automation features** of Vision Helpdesk, enhancing ticket management and boosting team productivity effectively. - Users find Vision Helpdesk's **ease of use** invaluable, appreciating its clean interface and streamlined ticket management. - Users highly value the **efficiency** of Vision Helpdesk's ticketing system, streamlining workflows and automating processes. - Users love the **automation features** of Vision Helpdesk, streamlining ticket management and boosting team productivity. **Cons:** - Users often face a **steep learning curve** with Vision Helpdesk due to its complex and overwhelming interface. - Users find the **limited customization** options of Vision Helpdesk challenging, hindering the ability to tailor features effectively. - Users find the **complex user interface** of Vision Helpdesk overwhelming, leading to a steep learning curve for new users. - Users find the **outdated and complex user interface** of Vision Helpdesk overwhelming, especially for new users. - Users struggle with a **lack of resources** for automation and documentation, hindering their ability to efficiently use features. #### What Are Recent G2 Reviews of Vision Helpdesk? **"[It offers multi-channel helpdesk, satellite helpdesk, and service desk capabilities.](https://www.g2.com/survey_responses/vision-helpdesk-review-10407283)"** **Rating:** 4.5/5.0 stars *— Muskan k.* [Read full review](https://www.g2.com/survey_responses/vision-helpdesk-review-10407283) --- **"[Advantages](https://www.g2.com/survey_responses/vision-helpdesk-review-11644001)"** **Rating:** 5.0/5.0 stars *— Himanshu P.* [Read full review](https://www.g2.com/survey_responses/vision-helpdesk-review-11644001) --- #### What Are G2 Users Discussing About Vision Helpdesk? - [What improvements would you recommend for Vision Helpdesk to better meet your customer support needs?](https://www.g2.com/discussions/what-improvements-would-you-recommend-for-vision-helpdesk-to-better-meet-your-customer-support-needs) ### 2. [DoneDone](https://www.g2.com/products/donedone/reviews) **Average Rating:** 4.6/5.0 **Total Reviews:** 84 **Product Description:** 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. ### What Do G2 Reviewers Say About DoneDone? *AI-generated summary from verified user reviews* **Pros:** - Users find DoneDone's **ease of use** remarkable, making it an excellent tool for productivity and task management. - Users admire the **easy setup** of DoneDone, allowing for seamless integration and increased productivity in managing tasks. - Users appreciate the **efficiency** of DoneDone, enhancing productivity and streamlining complex workflows effortlessly. - Users praise DoneDone for its **powerful and flexible API** , enabling seamless integration and enhanced productivity in various workflows. - Users appreciate how DoneDone provides **a streamlined project management experience** , enhancing productivity and preventing overlooked tasks. **Cons:** - Users desire improved **filtering capabilities** for linked tasks and better search functions for past projects on DoneDone. - Users note the need for **inadequate filtering** options in DoneDone, limiting task management effectiveness and organization. - Users point out the **lack of sorting/filtering tools** in DoneDone, which limits functionality and usability for tasks. - Users experience **search difficulties** with past projects in DoneDone, indicating a need for improvement in this area. - Users express the need for improved **subtask sorting/filtering capabilities** to enhance task management in DoneDone. #### 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) ### 3. [Vtiger All-In-One CRM](https://www.g2.com/products/vtiger-all-in-one-crm/reviews) **Average Rating:** 4.3/5.0 **Total Reviews:** 389 **Product Description:** Vtiger’s mission is to build software that gives customer-facing teams at small- and medium-sized businesses the ability to create fruitful and enduring relationships with customers. Vtiger CRM provides you a 360-degree view of all your customer information in one place and helps you optimize your sales, support, and marketing touch-points with real-time actions and conversational Insights. Vtiger CRM helps teams create delightful experiences across the entire customer lifecycle - AI-powered CRM and robust automation tools help sales teams to focus on the right deals and deliver growth. With Vtiger, get a unified CRM to break silos and get marketing, sales, and support on the same page with a single source of truth. Deliver exceptional customer experience and support by engaging with your customers across multiple channels. Manage your work on the go with our mobile applications for both Android and iOS. ### What Do G2 Reviewers Say About Vtiger All-In-One CRM? *AI-generated summary from verified user reviews* **Pros:** - Users value the **affordability** of Vtiger All-In-One CRM, making it accessible for small organizations. - Users find the **call management feature** of Vtiger CRM essential for tracking customer interactions effectively. - Users value the **customizability** of Vtiger All-In-One CRM, enhancing their ability to tailor the system to their needs. - Users appreciate the **customization options** in Vtiger All-In-One CRM for tailoring fields to specific needs. - Users praise the **ease of use** of Vtiger All-In-One CRM, making it accessible without extensive training. **Cons:** - Users report a **lack of essential features** in Vtiger All-In-One CRM, hindering their overall experience. - Users report significant **bugs and issues during migration** , leading to frustrating delays and unresponsive customer support. - Users experience significant **CRM issues** with Vtiger, citing poor customer service and problematic data migration during setup. - Users find Vtiger's interface **not intuitive** , leading to frustrating setup and support experiences during migration. - Users find Vtiger to be **not user-friendly** , experiencing prolonged setup issues and inadequate customer support throughout the process. #### What Are Recent G2 Reviews of Vtiger All-In-One CRM? **"[All-in-One Vtiger Platform That Boosts Productivity and Team Coordination](https://www.g2.com/survey_responses/vtiger-all-in-one-crm-review-12792429)"** **Rating:** 4.0/5.0 stars *— Verified User in Oil & Energy* [Read full review](https://www.g2.com/survey_responses/vtiger-all-in-one-crm-review-12792429) --- **"[Easy to use](https://www.g2.com/survey_responses/vtiger-all-in-one-crm-review-6885870)"** **Rating:** 5.0/5.0 stars *— Mbuso H.* [Read full review](https://www.g2.com/survey_responses/vtiger-all-in-one-crm-review-6885870) --- #### What Are G2 Users Discussing About Vtiger All-In-One CRM? - [What is Vtiger All-In-One CRM used for?](https://www.g2.com/discussions/what-is-vtiger-all-in-one-crm-used-for) - [What is CRM in management?](https://www.g2.com/discussions/vtiger-all-in-one-crm-what-is-crm-in-management) - [Is vtiger free?](https://www.g2.com/discussions/is-vtiger-free) ### 4. [AzureDesk](https://www.g2.com/products/azuredesk/reviews) **Average Rating:** 4.4/5.0 **Total Reviews:** 33 **Product Description:** AzureDesk is an Helpdesk software with Easy access to Information & Support. AzureDesk centralizes all customer-facing information in a company that can be strategically used for effective customer service. AzureDesk - Only helpdesk software with all the "must have" features of enterprise class systems offered to all businesses at minimal cost to users.Try azuredesk.co today for 14 day trial .It provides ticketing system to track support cases, Sleek UI for Admin requests, 3rd party Integration with JIRA, Olark, Slack, Charge Desk & many other software, Reporting, Ticket Fields, Tabbed UI, Rules All the Support emails are converted in to the Ticket with a unique ticket id # which makes it easier to track. Notifications are received by Agents & Customers with the latest updates. Customer gets its own support portal as soon as company is registered with AzureDesk. Easy Access to admin portal to add all the FAQ, Topic & Articles to be displayed on Support portal. Unique Search Page is available that provides the search results with the first key stroke & it also searches all the FAQ, Topics & all the information available. Search option is also available with Ticket Id, Issue type, Priority for easier access. Display ticket is also available Inbuilt JIRA integration is also available to link new as well as existing tickets to the backend. ### What Do G2 Reviewers Say About AzureDesk? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of AzureDesk, finding it simplifies ticket management and enhances support workflows. - Users value the **management centralization** of AzureDesk, noting its effectiveness in organizing client issues and enhancing collaboration. - Users value the **tracking ease** of AzureDesk, appreciating its organized approach to managing client issues and requests. - Users praise AzureDesk for its **responsive customer support** , which enhances their overall helpdesk experience and efficiency. - Users praise the **easy setup** of AzureDesk, making ticket management efficient and user-friendly. **Cons:** - Users find the **interface slow and unintuitive** , hindering their efficiency when managing multiple tickets. - Users find **workflow and reporting customization limited** , hindering their ability to tailor the AzureDesk experience effectively. - Users find AzureDesk to have **limited features** , making it less suitable for larger teams needing advanced capabilities. - Users find the interface **not intuitive** , causing delays when managing multiple tickets and seeking information. - Users find **poor performance** in AzureDesk, noting limitations in features and mobile support for larger teams. #### What Are Recent G2 Reviews of AzureDesk? **"[Centralized Ticket Management That Boosts Collaboration and Product Quality](https://www.g2.com/survey_responses/azuredesk-review-12354191)"** **Rating:** 4.5/5.0 stars *— Akshaya V.* [Read full review](https://www.g2.com/survey_responses/azuredesk-review-12354191) --- **"[AzureDesk Keeps Client Issues Organized and Easy to Track](https://www.g2.com/survey_responses/azuredesk-review-12354222)"** **Rating:** 4.5/5.0 stars *— Praveen P.* [Read full review](https://www.g2.com/survey_responses/azuredesk-review-12354222) --- #### What Are G2 Users Discussing About AzureDesk? - [What does Azuredesk do?](https://www.g2.com/discussions/what-does-azuredesk-do) - 1 comment - [Does Azure have a ticketing system?](https://www.g2.com/discussions/does-azure-have-a-ticketing-system) - [Does Office 365 have a ticketing system?](https://www.g2.com/discussions/does-office-365-have-a-ticketing-system) ### 5. [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) **Average Rating:** 4.2/5.0 **Total Reviews:** 241 **Product Description:** ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity. It comes in three editions and is available in 29 different languages. Over 100,000 organizations and 750,000 technicians, across 185 countries, trust ServiceDesk Plus to optimize IT service desk performance. It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction. Furthermore, the Standard Edition is FREE forever for both the on-premise and on-demand models upto 5 technicians! Don't take our word for it. Try the 30-day free trial and watch ServiceDesk Plus simplify your IT operations. https://www.manageengine.com/products/service-desk/download.html Features ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below. Incident management: Gain control of your help desk With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident! Problem management: Go beyond firefighting Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem. Change management: Manage changes with precision Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes. Asset management: Track and manage assets with ease Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance. IT project management: Deliver IT projects on time You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success! Purchases and contracts management: Track IT purchases and contracts Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry. Self service portal: Deflect tickets from your service desk Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets. Service catalog: Showcase your IT services Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request. CMDB: Get the bigger picture ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making. Service level agreement: Ensure timely service delivery Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met. Reports: Derive decisions with the right data Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance! Extensions and integrations: Collaborate easily with other IT systems Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT! ### What Do G2 Reviewers Say About ManageEngine ServiceDesk Plus? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of ManageEngine ServiceDesk Plus, enhancing their daily operational efficiency. - Users appreciate the **wide range of features** in ManageEngine ServiceDesk Plus, enhancing everyday task management and integration. - Users value the **user-friendly UI** of ManageEngine ServiceDesk Plus, enhancing comfort and ease of use for all. - Users appreciate the **effective asset management** in ManageEngine ServiceDesk Plus, making tracking and organization seamless. - Users commend the **excellent customer support** of ManageEngine ServiceDesk Plus for promptly resolving various issues. **Cons:** - Users find the **initial setup and complexity** of ManageEngine ServiceDesk Plus time-consuming and challenging in large environments. - Users find the **complex setup** of ManageEngine ServiceDesk Plus time-consuming and challenging, particularly with advanced features. - Users find the **learning curve steep** due to complex setup and significant changes after upgrades. - Users find the **steep learning curve** of ManageEngine ServiceDesk Plus challenging due to complex setups and advanced features. - Users find the **limited features** of ManageEngine ServiceDesk Plus hinder effective ticket management and functionality. #### What Are Recent G2 Reviews of ManageEngine ServiceDesk Plus? **"[A feature rich tool for IT management.](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-9456796)"** **Rating:** 4.5/5.0 stars *— Pawan K.* [Read full review](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-9456796) --- **"[Highly Customizable ITSM with Room for Agile Improvements](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-12584691)"** **Rating:** 4.5/5.0 stars *— Melih .* [Read full review](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-12584691) --- #### What Are G2 Users Discussing About ManageEngine ServiceDesk Plus? - [What is ManageEngine ServiceDesk Plus used for?](https://www.g2.com/discussions/what-is-manageengine-servicedesk-plus-used-for) - 1 comment, 1 upvote - [What is ServiceDesk profile?](https://www.g2.com/discussions/what-is-servicedesk-profile) - 1 upvote - [How much does ManageEngine cost?](https://www.g2.com/discussions/how-much-does-manageengine-cost) ### 6. [SAP Service Cloud](https://www.g2.com/products/sap-service-cloud/reviews) **Average Rating:** 4.4/5.0 **Total Reviews:** 248 **Product Description:** SAP Service Cloud is an intelligent customer service solution that helps you reimagine customer service and deliver on your brand promise. It enables you to build connected, insightful and adaptive service that increases customer loyalty. Connect channels, people and processes to quickly solve customer issues: activate the entire enterprise to resolve customer issues and increase productivity. Leverage AI-powered insight for speed and efficiency: empower your service teams with a unified agent desktop and rich insights, supported by AI-based automation and recommendations Adapt and thrive in the era of constant change: quickly adapt your customer service when needed with the composable, scalable solution ### What Do G2 Reviewers Say About SAP Service Cloud? *AI-generated summary from verified user reviews* **Pros:** - Users value the **ease of use** of SAP Service Cloud, appreciating its intuitive interface and mobile accessibility for customer support. - Users value the **seamless integration** and **wide variety of features** in SAP Service Cloud for enhanced customer support. - Users value the **efficiency** of SAP Service Cloud, enabling faster issue resolution and seamless customer interaction management. - Users value the **strong integrations** of SAP Service Cloud, enhancing consistency and efficiency in customer support workflows. - Users value the **deep integration and automation** of SAP Service Cloud, enhancing efficiency and customer service operations. **Cons:** - Users find the **learning curve steep** , requiring significant time and training for effective use of SAP Service Cloud. - Users find the **complexity** of SAP Service Cloud's setup and interface a significant hurdle to effective utilization. - Users find SAP Service Cloud to be **expensive** , requiring extensive training which increases costs and time investment. - Users find the **steep learning curve** of SAP Service Cloud challenging, requiring significant time and training to master. - Users find **limited customization** options in SAP Service Cloud make it challenging to tailor to their specific needs. #### What Are Recent G2 Reviews of SAP Service Cloud? **"[Modern UI and SAP Integration Impress](https://www.g2.com/survey_responses/sap-service-cloud-review-12250759)"** **Rating:** 4.5/5.0 stars *— Dragan B.* [Read full review](https://www.g2.com/survey_responses/sap-service-cloud-review-12250759) --- **"[All Customer Conversations and History in One Place](https://www.g2.com/survey_responses/sap-service-cloud-review-12522575)"** **Rating:** 4.0/5.0 stars *— Erica O.* [Read full review](https://www.g2.com/survey_responses/sap-service-cloud-review-12522575) --- #### What Are G2 Users Discussing About SAP Service Cloud? - [What is SAP Service Cloud used for?](https://www.g2.com/discussions/what-is-sap-service-cloud-used-for) ### 7. [ClickDesk](https://www.g2.com/products/clickdesk/reviews) **Average Rating:** 3.8/5.0 **Total Reviews:** 48 **Product Description:** Live chat and online engagement. #### What Are Recent G2 Reviews of ClickDesk? **"[Good Chat Tool](https://www.g2.com/survey_responses/clickdesk-review-9973182)"** **Rating:** 4.0/5.0 stars *— Vijay S.* [Read full review](https://www.g2.com/survey_responses/clickdesk-review-9973182) --- **"[Let's review what ClickDesk is all about](https://www.g2.com/survey_responses/clickdesk-review-3210096)"** **Rating:** 4.5/5.0 stars *— Kristian A.* [Read full review](https://www.g2.com/survey_responses/clickdesk-review-3210096) --- #### What Are G2 Users Discussing About ClickDesk? - [What is ClickDesk used for?](https://www.g2.com/discussions/what-is-clickdesk-used-for) ### 8. [Jitbit Helpdesk](https://www.g2.com/products/jitbit-helpdesk/reviews) **Average Rating:** 4.3/5.0 **Total Reviews:** 53 **Product Description:** Jitbit Helpdesk is a great support ticketing system, offered both as a SaaS and "on-premise" versions at a very reasonable price. Comes with a mobile app, powerful integrations, SAML- and windows-integrated authentication. Not to mention all the standard helpdesk feature, like Knowledge base, file attachments, email integration, live updates, agent collision detection, and all the rest ### What Do G2 Reviewers Say About Jitbit Helpdesk? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **customizability** of Jitbit Helpdesk, finding it enhances their ticketing system experience significantly. - Users value the **customization** options in Jitbit Helpdesk, allowing tailored ticketing solutions to meet their needs. **Cons:** - Users find the **outdated design and limited features** of Jitbit Helpdesk a drawback compared to pricier options. - Users note the **limited features** of Jitbit Helpdesk compared to pricier alternatives, impacting functionality and growth potential. - Users criticize Jitbit Helpdesk for its **poor performance** , citing outdated design and limited features compared to competitors. #### What Are Recent G2 Reviews of Jitbit Helpdesk? **"[Streamlined Membership Support with Automation Enhancements](https://www.g2.com/survey_responses/jitbit-helpdesk-review-7590381)"** **Rating:** 5.0/5.0 stars *— Verified User in Legal Services* [Read full review](https://www.g2.com/survey_responses/jitbit-helpdesk-review-7590381) --- **"[Excellent Ticketing Tool for all Industry types](https://www.g2.com/survey_responses/jitbit-helpdesk-review-11388929)"** **Rating:** 5.0/5.0 stars *— Luis M.* [Read full review](https://www.g2.com/survey_responses/jitbit-helpdesk-review-11388929) --- #### What Are G2 Users Discussing About Jitbit Helpdesk? - [What is Jitbit Helpdesk used for?](https://www.g2.com/discussions/what-is-jitbit-helpdesk-used-for) - [How does help desk software work?](https://www.g2.com/discussions/jitbit-helpdesk-how-does-help-desk-software-work) - [What is the best help desk software?](https://www.g2.com/discussions/what-is-the-best-help-desk-software) ### 9. [Locobuzz](https://www.g2.com/products/locobuzz/reviews) **Average Rating:** 4.3/5.0 **Total Reviews:** 118 **Product Description:** Locobuzz is an AI-powered customer experience platform that helps brands manage their digital presence and customer interactions across multiple channels. It enables businesses to monitor social media, news, and online conversations in real time, respond to customer queries through a unified dashboard, and analyze sentiment and trends using advanced analytics. The platform also supports content publishing, workflow automation, and AI-driven response suggestions. By centralizing engagement, insights, and support, Locobuzz helps organizations improve response efficiency, strengthen brand reputation, and make data-driven decisions to enhance overall customer satisfaction and business performance. ### What Do G2 Reviewers Say About Locobuzz? *AI-generated summary from verified user reviews* **Pros:** - Users find Locobuzz's **ease of use** invaluable, with a simple interface and unified dashboards enhancing operational efficiency. - Users find Locobuzz **invaluable for timely social media escalation handling** , ensuring no critical customer interaction is overlooked. - Users appreciate the **wealth of features** in Locobuzz, which provide quick insights and valuable analytics for effective ORM. - Users highlight the **efficiency** of Locobuzz in managing customer interactions across multiple platforms seamlessly. - Users highlight the **excellent customer support** of Locobuzz, enhancing their experience with prompt and effective assistance. **Cons:** - Users express frustration with the **slow loading times** , which hinder prompt responses and overall experience. - Users feel that the **dashboard customization and AI-driven features** of Locobuzz need significant enhancements for improved performance. - Users find the **limited reporting and analytics features** of Locobuzz lacking depth and detail for effective use. - Users face **login issues** with delays, single-user logins, and inconvenient auto logouts, impacting their overall experience. - Users face **performance issues** like lagging and slow response times, affecting their overall experience with Locobuzz. #### What Are Recent G2 Reviews of Locobuzz? **"[Unified Dashboard with AI Insights That Speeds Up Customer Engagement](https://www.g2.com/survey_responses/locobuzz-review-12523000)"** **Rating:** 4.0/5.0 stars *— Verified User in Financial Services* [Read full review](https://www.g2.com/survey_responses/locobuzz-review-12523000) --- **"[AI-Powered Locobuzz That Integrates Smoothly and Improves Project Communication](https://www.g2.com/survey_responses/locobuzz-review-12526389)"** **Rating:** 5.0/5.0 stars *— Prabhat D.* [Read full review](https://www.g2.com/survey_responses/locobuzz-review-12526389) --- #### What Are G2 Users Discussing About Locobuzz? - [What is Locobuzz used for?](https://www.g2.com/discussions/what-is-locobuzz-used-for) - 1 comment ### 10. [ProProfs Help Desk](https://www.g2.com/products/proprofs-help-desk/reviews) **Average Rating:** 4.7/5.0 **Total Reviews:** 16 **Product Description:** ProProfs Help Desk is a cloud-based customer support tool designed to help businesses build positive relationships with their customers. It provides a centralized information and support management dashboard, helping businesses handle their internal and external queries more efficiently. Key features of ProProfs Help Desk: Fast and effective ticket resolution ProProfs Help Desk plays a critical role in fast and effective ticket resolution, as tickets are assigned to the concerned individuals and teams. Tickets get resolved faster due to ticket prioritization, internal commenting and canned responses. Shared Inbox ProProfs helpdesk ticketing system enables managers and system administrators to efficiently manage customer-facing inboxes such as contact@, billing@, help@, support@, and sales@. Admin can assign tickets for faster resolution. Canned Responses Canned responses help agents to automatically communicate with their customers and also maintain brand consistency. Your customers don’t have to wait for an answer until the resolution of their queries. On the part of the agents, they don’t have to waste their time and energy in answering the same queries. Issue Tracking Tracking customer issues, requests, and bugs is a primary feature of ProProfs Help Desk system. Tickets are not missed, left unattended or, unresolved using this customer support tool. Reporting and Analytics ProProfs Help Desk comes integrated with a survey tool that enables businesses to capture customer feedback in real-time through customer and NPS (Net Promoter Score) surveys. The customer feedback helps to improve agent performance and customer experience. ProProfs Help Desk comes packed with other powerful features as well. #### What Are Recent G2 Reviews of ProProfs Help Desk? **"[Their support team is super-friendly & always available!](https://www.g2.com/survey_responses/proprofs-help-desk-review-5472385)"** **Rating:** 4.5/5.0 stars *— Saurabh A.* [Read full review](https://www.g2.com/survey_responses/proprofs-help-desk-review-5472385) --- **"[Loaded with robust ticketing features](https://www.g2.com/survey_responses/proprofs-help-desk-review-5409402)"** **Rating:** 4.5/5.0 stars *— Ashu R.* [Read full review](https://www.g2.com/survey_responses/proprofs-help-desk-review-5409402) --- #### What Are G2 Users Discussing About ProProfs Help Desk? - [What is ProProfs Help Desk used for?](https://www.g2.com/discussions/what-is-proprofs-help-desk-used-for) ### 11. [monday service](https://www.g2.com/products/monday-service/reviews) **Average Rating:** 4.4/5.0 **Total Reviews:** 73 **Product Description:** Monday service is an AI-powered enterprise service management platform built to help organizations scale service without adding headcount or complexity. With built-in AI, monday service helps teams triage, route, and resolve requests faster across IT, HR, Operations, Finance, and more. Instead of relying on manual handling or static workflows, AI supports service teams in executing work efficiently - reducing repetitive effort while ensuring complex cases are handled with the right level of oversight. Built natively on monday.com, AI operates using real organizational context, including ticket history, knowledge bases, live operational data, and company policies. Enabling accurate, consistent, and compliant service from day one. With no-code AI and automation, teams can deploy and optimize workflows in minutes. As service demand grows, AI helps absorb high-volume work, reduce backlog, and protect SLAs, freeing teams to focus on higher-impact initiatives instead of constant firefighting. Unlike legacy ESM tools that separate ticketing from execution, monday service connects requests directly to workflows, projects, and cross-team work. Resolutions trigger real action, updating systems and moving work forward in real time. Enterprise-grade permissions, guardrails, and monitoring provide full visibility and control over AI-powered processes at scale. Whether replacing a legacy ESM solution or launching service management for the first time, monday service delivers rapid time-to-value, intuitive adoption, and scalable AI-driven execution, with minimal implementation. Service at scale. Without losing control. Key Capabilities: - Omnichannel ticket intake - Autonomous AI agents for triage, routing, and end-to-end resolution - No-code workflows and automation - Dashboards and reporting - SLA tracking and performance insights - Project, problem, and incident management - Native integrations and API access ### What Do G2 Reviewers Say About monday service? *AI-generated summary from verified user reviews* **Pros:** - Users praise the **ease of use** of monday service, highlighting its adaptability and efficiency for various tasks. - Users commend the **high efficiency** of monday service, enhancing productivity and streamlining workflows for diverse tasks. - Users value the **automation features** in Monday Service, enhancing organization and boosting overall productivity effectively. - Users praise the **user-friendly organization** features of monday service, enhancing task management and information tracking seamlessly. - Users value the **organization capabilities** of monday service, which effectively keeps teams connected and tasks streamlined. **Cons:** - Users highlight the **limited features** of Monday, especially in workflows and automations, impacting overall functionality. - Users find the **limited functionality** of monday service restricts their experience and scalability, leading to management challenges. - Users report significant **performance issues** with monday service, citing glitches, slow response times, and heavy resource consumption. - Users find **limited automation** frustrating, especially when features require upgrades or are prone to glitches. - Users frequently find the **platform not intuitive** , making setup and navigation challenging, especially for newcomers. #### What Are Recent G2 Reviews of monday service? **"[Monday Service Streamlines Unstructured Addresses for Field Dispatch](https://www.g2.com/survey_responses/monday-service-review-12795803)"** **Rating:** 5.0/5.0 stars *— Brijin M.* [Read full review](https://www.g2.com/survey_responses/monday-service-review-12795803) --- **"[Monday as Our Cyber Incident Command Center with Powerful Custom Automation](https://www.g2.com/survey_responses/monday-service-review-12809187)"** **Rating:** 5.0/5.0 stars *— Chandan K.* [Read full review](https://www.g2.com/survey_responses/monday-service-review-12809187) --- ### 12. [Odoo Help Desk](https://www.g2.com/products/odoo-help-desk/reviews) **Average Rating:** 4.0/5.0 **Total Reviews:** 11 **Product Description:** Agile Helpdesk for great customer service. ### What Do G2 Reviewers Say About Odoo Help Desk? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** in Odoo Help Desk, making customer query management straightforward and efficient. - Users value the **seamless integration options** of Odoo Help Desk, enhancing convenience for Odoo suite users. - Users appreciate the **simple and convenient usability** of Odoo Help Desk for managing customer queries effectively. - Users love the **easy integrations** of Odoo Help Desk, enhancing their experience with seamless tool compatibility. - Users praise the **easy setup** of Odoo Help Desk, enabling quick account creation and a clean interface. **Cons:** - Users dislike the **limited customization options** of Odoo Help Desk, finding it insufficient for their needs. - Users find Odoo Help Desk has **limited features** , only addressing basic needs without extensive customization options. - Users feel that **limited integrations** hinder Odoo Help Desk's usability and flexibility across different platforms. - Users are frustrated by the **poor customer support** of Odoo Help Desk, complicating their experience and resolutions. - Users experience **poor performance** when managing high ticket volumes, impacting their efficiency and responsiveness. #### What Are Recent G2 Reviews of Odoo Help Desk? **"[Best customer support with odoo help desk](https://www.g2.com/survey_responses/odoo-help-desk-review-10583605)"** **Rating:** 5.0/5.0 stars *— Mansi K.* [Read full review](https://www.g2.com/survey_responses/odoo-help-desk-review-10583605) --- **"[Providing Customer Support Just Got Easier](https://www.g2.com/survey_responses/odoo-help-desk-review-10506106)"** **Rating:** 4.5/5.0 stars *— Aninda S.* [Read full review](https://www.g2.com/survey_responses/odoo-help-desk-review-10506106) --- #### What Are G2 Users Discussing About Odoo Help Desk? - [What is Odoo Help Desk used for?](https://www.g2.com/discussions/what-is-odoo-help-desk-used-for) ### 13. [Deskpro](https://www.g2.com/products/deskpro/reviews) **Average Rating:** 4.2/5.0 **Total Reviews:** 96 **Product Description:** Deskpro is the only help desk platform that enables support across every channel, powered by the AI of your choice, with comprehensive security, compliance and data privacy options. Deskpro deployment options include our cloud, your private cloud, on-premise or sovereign data centers. Enabling organizations to securely deliver the future of customer and employee experiences. ### What Do G2 Reviewers Say About Deskpro? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Deskpro, finding the layout and setup intuitive for task management. - Users appreciate the **visibility and tracking features** in Deskpro, which enhance task management and communication. - Users commend Deskpro for its **excellent support** and efficiency in upgrading and communication with end users. - Users value the **superior customer support** of Deskpro, noting quick responses and effective communication throughout upgrades. - Users value the **high customizability** of Deskpro, allowing them to tailor the interface and enhance workflow efficiently. **Cons:** - Users face significant **ticketing issues** with Deskpro, causing frustration due to errors and unexpected behavior. - Users find the **limited localization features** of Deskpro cumbersome, requiring manual translations in multilingual environments. - Users often face **ticket management issues** with Deskpro, leading to confusion and unnecessary errors in workflow. - Users find the **interface not intuitive** , facing challenges like category selection and unexpected app behaviors. - Users express frustration with **UX issues** like image formatting difficulties and an unintuitive interface that complicates usability. #### What Are Recent G2 Reviews of Deskpro? **"[Customer Service Force Multiplier](https://www.g2.com/survey_responses/deskpro-review-12621159)"** **Rating:** 5.0/5.0 stars *— Christopher J.* [Read full review](https://www.g2.com/survey_responses/deskpro-review-12621159) --- **"[Best support software I have ever used](https://www.g2.com/survey_responses/deskpro-review-12315511)"** **Rating:** 4.5/5.0 stars *— John A.* [Read full review](https://www.g2.com/survey_responses/deskpro-review-12315511) --- #### What Are G2 Users Discussing About Deskpro? - [What is Deskpro used for?](https://www.g2.com/discussions/what-is-deskpro-used-for) - 1 comment, 1 upvote ### 14. [Helpspot](https://www.g2.com/products/helpspot/reviews) **Average Rating:** 4.0/5.0 **Total Reviews:** 16 **Product Description:** HelpSpot is a help desk platform for all businesses with features such as customer self-service portal, custom web forms, knowledge base, trends tracking, reporting, tickets management and more. #### What Are Recent G2 Reviews of Helpspot? **"[Great ticket system for small MSP](https://www.g2.com/survey_responses/helpspot-review-9630833)"** **Rating:** 5.0/5.0 stars *— Verified User in Computer & Network Security* [Read full review](https://www.g2.com/survey_responses/helpspot-review-9630833) --- **"[Great web based Help Desk Software for General usage](https://www.g2.com/survey_responses/helpspot-review-6548965)"** **Rating:** 4.0/5.0 stars *— Bharti M.* [Read full review](https://www.g2.com/survey_responses/helpspot-review-6548965) --- #### What Are G2 Users Discussing About Helpspot? - [What is Helpspot used for?](https://www.g2.com/discussions/what-is-helpspot-used-for) ### 15. [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) **Average Rating:** 4.1/5.0 **Total Reviews:** 239 **Product Description:** 8x8 Contact Center is a cloud-based, AI-powered platform designed to unify and streamline customer support across voice, chat, email, video, SMS, RCS, messaging apps, and social media channels. It empowers organizations with intelligent self-service automation, real-time guidance and analytics, and deep CRM integrations to elevate customer experience (CX) and boost operational efficiency. The solution supports seamless omnichannel engagement, enabling agents to deliver consistent, personalized service from a single interface. With enterprise-grade security and PCI-certified payments, 8x8 Contact Center aids in compliance while helping businesses scale with agility. Its flexibility and advanced insights make it ideal for modernizing legacy systems and optimizing customer support operations. Core Features & Functionality include: Omnichannel Routing Voice, email, web chat, SMS, video, Facebook Messenger, WhatsApp, Viber, RCS, and additional social media like X, YouTube, Instagram, and more via Meltwater. Blended interactions with individual agents handling up to 13 interactions at once. Web chat with real-time translation and customizable agent avatars. Email routing and templates. Co-browsing and secure payment handling via SMS or email. Agent and Supervisor Workspaces Unified interface with voice, chat, email, one-way video, RCS, social media, WhatsApp, Facebook Messenger, Viber, and SMS handling. Embedded softphone with customizable ringtones per channel. Support for Microsoft Teams chat and presence sync. Transfer calls to external contacts and queues. Intelligent routing, wrap-up codes, and campaign call handling. Real-time queue and agent monitoring for supervisors. Mobile supervisor app for oversight on the go. Interaction Retrieval Widget with bulk download and quick access to AI summaries, voicemails, and more. Customizable drag-and-drop widgets to tailor the workspace experience. AI & Automation Native and third-party AI (custom LLMs supported). AI summaries (real-time voice summarizations and post-call). Intelligent Customer Assistant (voice + digital self service). AI voice directory, predictive AI dialer. Real-time chat and text-to-speech translation. Queue, Agent & Call Management Queued callback, skills-based routing, CRM data-based routing. Direct Agent Routing (DAR), warm/cold transfer, whisper messages. Answer Machine Detection (AMD), call dispositioning, recording access. Channel setup (voice, SMS, chat, email, social). Agent roles, groups, schedules, whisper messages. Enhanced scripting (IVR, chat, email), callbacks, surveys. Campaign & Dialing Tools 8x8 Auto Dialer: predictive, progressive, preview modes. Regal.io integration for advanced segmentation, omnichannel outbound, behavior-based triggers. Campaign scheduling, retries, DNC filtering, Telephone Preference Service (TPS) or Corporate Telephone Preference Service (CTPS) filtering, Carrier Call Blocking (CCB) filtering, pre-recorded voicemail drop, automatic machine detection (AMD). CRM Integrations Native integrations with Salesforce, MS Dynamics, Zendesk, NetSuite. Features include screen pop, click-to-dial, interaction logging, transfers, voicemail, status management. 8x8 Native CRM to manage customers, cases, follow-ups, and tasks. Auto-log interactions, use API for external access. Reporting & Analytics Unified dashboards, real-time KPIs, interaction journey visualizations across channels. Report templates like Interaction Journey Report, Queue Interaction Summary, Agent Interactions Summary, Interactions Details Report, and more. Exportable metrics, SLA tracking, historical interaction access. Security & Compliance IP whitelisting, granular admin roles. OAuth2 for email, SSO with ADFS and Azure AD. Payment Card Industry Compliance Meeting and Call Recording Storage E911/999 Emergency Services Privacy Compliance W3C Web Content Accessibility Guidelines (WCAG) STIR/SHAKEN Compliance Health Insurance Portability and Accountability Act (HIPAA) Strategic Partner Integrations SpinSci for Healthcare Patient Assist: Real-time EHR integration, screen pop, context-aware routing. Prebuilt workflows for authentication, reporting, click-to-call. Omnichannel support with SSO. Patient Engage: Appointment scheduling, refill requests, bill pay, surveys. PCI support, multi-language, and password reset functionality. MNET for Financial Services CoreAccess+: Real-time core banking system access. Secure funds transfer, fraud alerts, screen pop authentication. CRM/workflow integration with no PII storage. Regal.io for Advanced Outbound Campaigns Behavior-based outreach triggers. Predictive dialing and personalized agent experiences. Integration with journey/CRM data for unified analytics. CallCabinet for Compliant Call Recording Compliant call recording for for voice, video and screen sharing Unlimited audio storage and 256-bit AES rotating encryption Advanced playback & tagging Cloud, hybrid, premise deployments ### What Do G2 Reviewers Say About 8x8 Contact Center? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of implementation and use** of 8x8 Contact Center, enhancing overall operational efficiency. - Users value the **quick customer support** and ease of use in 8x8 Contact Center for better management. - Users value the **responsive customer support** of 8x8 Contact Center, appreciating the quick assistance provided by techs. - Users value the **omnichannel support** of 8x8 Contact Center, enhancing customer interactions across multiple communication modes. - Users value the **efficiency and scalability** of the 8x8 Contact Center, enhancing service quality and operational productivity. **Cons:** - Users express concerns over **missing features** , lacking necessary tools and functionality for effective use of 8x8 Contact Center. - Users express frustration over **poor customer support** due to unhelpful AI assistants and insufficient admin features. - Users find the **call management process cumbersome** , struggling with multiple platforms and limited settings for effective functionality. - Users experience **complexity issues** with 8x8 Contact Center, facing difficulties with administration and platform integration. - Users face **integration issues** with 8x8 Contact Center, struggling with multiple platforms and data accessibility challenges. #### What Are Recent G2 Reviews of 8x8 Contact Center? **"[Comprehensive Reporting, Needs Consolidation Options](https://www.g2.com/survey_responses/8x8-contact-center-review-12654670)"** **Rating:** 4.0/5.0 stars *— Dardra D.* [Read full review](https://www.g2.com/survey_responses/8x8-contact-center-review-12654670) --- **"[XCaaS Business Contact Solution](https://www.g2.com/survey_responses/8x8-contact-center-review-7293406)"** **Rating:** 5.0/5.0 stars *— V K.* [Read full review](https://www.g2.com/survey_responses/8x8-contact-center-review-7293406) --- #### What Are G2 Users Discussing About 8x8 Contact Center? - [What is 8x8 Contact Center used for?](https://www.g2.com/discussions/what-is-8x8-contact-center-used-for) ### 16. [N-able MSP Manager](https://www.g2.com/products/n-able-msp-manager/reviews) **Average Rating:** 3.6/5.0 **Total Reviews:** 32 **Product Description:** N-able MSP Manager is a cloud-based helpdesk & billing software for IT service providers. which includes a ticketing system, customer portal, technician mobile apps, billing tools, reporting dashboards, and more. N-able MSP Manager offers a lightweight ticketing system, with a quick entry feature which allows users to capture essential information such as customer name, service items, and issue details from any screen. Tickets can also be created automatically from emails, with all email correspondence between clients and technicians captured within the ticket. Engineers can view their assigned tickets in the dashboard, prioritize work, and utilize the built-in timer to track time spent on each ticket. The native mobile apps for Android and iOS also allow technicians to create and view tickets, track time and expenses, receive notification of updates or changes, capture issues in notes or photos, access customer, location, device, and system information, and check standard procedures and configurations. N-able MSP Manager allows users to create invoices in batches, and generate sample invoices to preview bills for individual clients. Billing is based on the time logged by engineers, but users can also log scheduled client appointments as billable time rather than having engineers create tickets. All invoices include details of service items, tickets, logged time, and expenses to keep clients informed of exactly what they are paying for. MSP Manager integrates with a range of accounting systems, including Xero, QuickBooks Desktop, and QuickBooks Online, allowing users to export all invoices in a single batch. Benefits: The native mobile apps for iOS and Android allow technicians to view open tickets, customer histories, and ticket histories, track their time, access device details, and more. Invoices can be generated for clients individually or in batches, and every invoice includes details of tickets, service items, time entries, and expenses. The customer portal can be branded with company logos, and allows clients to submit trouble tickets, track ticket statuses, and more. Dashboards and reports give users insight into contract utilization, customer stats, employee stats, revenue forecasts, and other key information. The drag-and-drop calendar interface allows users to schedule and reschedule appointments, with iCal appointments automatically generated to export to external calendars, and the ability to view engineers’ workloads to prevent over or under-booking. ### What Do G2 Reviewers Say About N-able MSP Manager? *AI-generated summary from verified user reviews* **Pros:** - Users value the **automation features** of N-able MSP Manager, enhancing organization and improving client service efficiency. - Users value the **ease of use** of N-able MSP Manager, simplifying client management and enhancing overall productivity. - Users love the **easy access** of N-able MSP Manager from any device, enhancing flexibility and efficiency. - Users appreciate the **setup ease** of N-able MSP Manager, making onboarding and training colleagues a breeze. - Users appreciate the **automated responses** of N-able MSP Manager, enhancing organization and client service efficiency. **Cons:** - Users desire greater **customization flexibility** in N-able MSP Manager, particularly for layouts and reporting features. - Users find the **inadequate reporting** features of N-able MSP Manager limit flexibility in meeting specific business requirements. - Users find the **limited functionality** of N-able MSP Manager frustrating, especially regarding reporting and customization options. - Users find the **limited features** of N-able MSP Manager frustrating, particularly regarding reporting and customizations. - Users find the **update issues** with N-able MSP Manager to be disruptive and frustrating during their workflow. #### What Are Recent G2 Reviews of N-able MSP Manager? **"[Comprehensive and user-friendly solution for managing MSP operations.](https://www.g2.com/survey_responses/n-able-msp-manager-review-10748501)"** **Rating:** 4.0/5.0 stars *— Verified User in Computer & Network Security* [Read full review](https://www.g2.com/survey_responses/n-able-msp-manager-review-10748501) --- **"[Very good and time efficient](https://www.g2.com/survey_responses/n-able-msp-manager-review-10754052)"** **Rating:** 5.0/5.0 stars *— Zine G.* [Read full review](https://www.g2.com/survey_responses/n-able-msp-manager-review-10754052) --- ### 17. [SpiceCSM Engagement Suite](https://www.g2.com/products/spicecsm-engagement-suite/reviews) **Average Rating:** 4.5/5.0 **Total Reviews:** 10 **Product Description:** SpiceX is the #1 platform for Data Orchestration, Workflow, and Unified User Interface. SpiceX offers the most advanced integration, automation, and business process management platform available that makes it easy to integrate and apply intelligent business processes in a unified platform that includes a flexible CRM / case management tool. SpiceX was developed to solve problems that we found in modern customer engagement. This included managing interactions that used many different workflows and orchestrating the data required to do so. Typically this consists of multiple systems, and processes dictating how to interact with each other. Our goal was to streamline and simplify that process which ultimately drives improvement across everything process-related. SpiceX's vision is a single process orchestration hub that provides the tools for the Citizen Developer to manage business processes and the data associated with it. A platform that includes all the applications, data, and processes that combine to create your ideal end-to-end solution. SpiceX was designed to be easy to use and provide technical capabilities to to non-technical users. #### What Are Recent G2 Reviews of SpiceCSM Engagement Suite? **"[This has been a great tool for our customer service as well as the managment tools we've developed](https://www.g2.com/survey_responses/spicecsm-engagement-suite-review-2474450)"** **Rating:** 5.0/5.0 stars *— Penny S.* [Read full review](https://www.g2.com/survey_responses/spicecsm-engagement-suite-review-2474450) --- **"[A Modern Tool for Engaging Customers Online](https://www.g2.com/survey_responses/spicecsm-engagement-suite-review-4214979)"** **Rating:** 5.0/5.0 stars *— Clinton M.* [Read full review](https://www.g2.com/survey_responses/spicecsm-engagement-suite-review-4214979) --- #### What Are G2 Users Discussing About SpiceCSM Engagement Suite? - [What is SpiceCSM Engagement Suite used for?](https://www.g2.com/discussions/what-is-spicecsm-engagement-suite-used-for) ### 18. [Issuetrak](https://www.g2.com/products/issuetrak/reviews) **Average Rating:** 4.1/5.0 **Total Reviews:** 63 **Product Description:** At Issuetrak, we’re dedicated to helping organizations achieve greater customer success with ticket tracking. If you’ve struggled to keep important user requests from slipping through the cracks, Issuetrak is here to help. We specialize in help desk, issue tracking, workflow, customer support, and complaint management. And with easy onboarding, custom configuration, and ongoing 99% rated support, your teams will be sure to knock out support requests and master workflow success. Our customizable software is a fit for hundreds of different industries and usages, from customer support to compliance to change management. Issuetrak helps businesses like yours track tickets, issues, and requests from submission to resolution and make sure no request gets lost or misplaced. Streamline your day-to-day processes and operations with workflow and reporting tools that bring visibility and accountability to your team. With Issuetrak you’ll cut down on wasted time and money, improve customer service, and increase communication among team members. Automation, Reporting, Custom Forms, Alerts, Workflows, and More: Automation that helps your team work faster and smarter Easy, omnichannel issue submission via email, mobile, web portal, or webform At-a-glance dashboard metrics plus detailed, customizable reporting Custom forms and user-defined fields to fit your unique organization Task management and workflow branching to keep everyone on track Add-on modules to meet specific needs: Asset Management for storing and reviewing information on your team’s assets Active Directory integration for improved organization and security Billing module for generating invoices, inputting billable time, and more Surveys module to gather and implement customer feedback and improve customer success! #### What Are Recent G2 Reviews of Issuetrak? **"[Extremely Satisfied](https://www.g2.com/survey_responses/issuetrak-review-6535080)"** **Rating:** 5.0/5.0 stars *— Dakota F.* [Read full review](https://www.g2.com/survey_responses/issuetrak-review-6535080) --- **"[Efficient Ticket Management with Excellent Time Tracking](https://www.g2.com/survey_responses/issuetrak-review-12666711)"** **Rating:** 5.0/5.0 stars *— Theresa H.* [Read full review](https://www.g2.com/survey_responses/issuetrak-review-12666711) --- #### What Are G2 Users Discussing About Issuetrak? - [What is Issuetrak used for?](https://www.g2.com/discussions/what-is-issuetrak-used-for) - 1 comment ### 19. [Eltropy](https://www.g2.com/products/eltropy/reviews) **Average Rating:** 4.4/5.0 **Total Reviews:** 51 **Product Description:** Eltropy is a comprehensive digital communications platform designed specifically for community financial institutions (CFIs) such as credit unions and community banks. By integrating various communication channels—including text messaging, secure chat, video banking, and voice—into a unified interface, Eltropy enables CFIs to engage with their members securely and efficiently. The platform leverages artificial intelligence to automate routine tasks, enhance member interactions, and streamline operations, all while ensuring compliance with industry regulations. Key Features and Functionality: - Omni-Channel Communication: Provides a single platform for text, chat, video, and voice interactions, allowing seamless member engagement across preferred channels. - AI-Powered Automation: Automates routine tasks such as payment reminders and member inquiries, improving efficiency and reducing operational costs. - Integrated Ecosystem: Connects with core banking systems, customer relationship management (CRM) tools, loan origination systems (LOS), and other essential applications to create a cohesive communication environment. - Secure and Compliant: Ensures enterprise-grade security and adherence to regulatory standards, safeguarding member data and communications. - Video Verify: Enhances fraud prevention by combining remote video, real-time government ID verification, and knowledge-based authentication to securely authenticate member identities. - Co-Browsing: Allows agents to guide members through online processes in real-time, improving user experience and reducing confusion. - Appointment and Lobby Management: Enables members to schedule appointments and manage branch visits, optimizing in-person interactions and reducing wait times. Primary Value and Solutions Provided: Eltropy addresses the critical need for CFIs to modernize and personalize member communications in an increasingly digital landscape. By offering a unified platform that integrates multiple communication channels with AI-driven automation, Eltropy helps financial institutions: - Enhance Member Engagement: Facilitates timely and personalized interactions, strengthening member relationships and satisfaction. - Improve Operational Efficiency: Automates routine tasks and streamlines workflows, allowing staff to focus on more complex member needs. - Reduce Delinquency Rates: Utilizes proactive communication strategies and automated reminders to encourage timely payments and reduce loan defaults. - Prevent Fraud: Implements advanced verification tools like Video Verify to securely authenticate member identities, mitigating the risk of fraudulent activities. By consolidating communication tools into a single, secure, and compliant platform, Eltropy empowers CFIs to deliver exceptional member experiences while achieving operational excellence. ### What Do G2 Reviewers Say About Eltropy? *AI-generated summary from verified user reviews* **Pros:** - Users value the **ease of use** of Eltropy, allowing teams to quickly adopt and utilize the platform effectively. - Users value the **excellent customer support** from Eltropy, appreciating prompt service and user-friendly tools for assistance. - Users appreciate the **user-friendly interface** of Eltropy, enabling seamless communication across multiple channels efficiently. - Users value the **efficiency** of Eltropy, enhancing communication and simplifying client engagement seamlessly. - Users find Eltropy to be **easy and flexible** , enhancing customer interactions for various financial institutions. **Cons:** - Users experience a **steep learning curve** when trying to utilize Eltropy's advanced features effectively. - Users face a **steep learning curve** with Eltropy, requiring time and expert guidance to fully utilize its features. - Users often face **integration issues** that hinder efficiency and complicate workflows with Eltropy's features. - Users find Eltropy's **limited customization** options frustrating, as it restricts personalizing their experience without assistance. - Users face a **steep learning curve** with Eltropy, making it challenging for new users to adopt its features. #### What Are Recent G2 Reviews of Eltropy? **"[integrated CRM with banking legacy system](https://www.g2.com/survey_responses/eltropy-review-10760119)"** **Rating:** 4.0/5.0 stars *— Gianni D.* [Read full review](https://www.g2.com/survey_responses/eltropy-review-10760119) --- **"[All-in-One Digital Engagement Platform](https://www.g2.com/survey_responses/eltropy-review-11165438)"** **Rating:** 5.0/5.0 stars *— Bhargav S.* [Read full review](https://www.g2.com/survey_responses/eltropy-review-11165438) --- ### 20. [Slaask](https://www.g2.com/products/slaask/reviews) **Average Rating:** 4.4/5.0 **Total Reviews:** 16 **Product Description:** Slaask is a customer service app that enables to chat with visitors and clients in real time, and directly from Slack. #### 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) ### 21. [Help Desk Premier](https://www.g2.com/products/help-desk-premier/reviews) **Average Rating:** 4.0/5.0 **Total Reviews:** 11 **Product Description:** Help Desk Software ### What Do G2 Reviewers Say About Help Desk Premier? *AI-generated summary from verified user reviews* **Cons:** - Users report **missing features** during network issues, which can hinder connectivity with the help desk center. #### What Are Recent G2 Reviews of Help Desk Premier? **"[Best Help Desk Software](https://www.g2.com/survey_responses/help-desk-premier-review-8874460)"** **Rating:** 5.0/5.0 stars *— Manickam D.* [Read full review](https://www.g2.com/survey_responses/help-desk-premier-review-8874460) --- **"[Useful for IT professionals and for normal users.](https://www.g2.com/survey_responses/help-desk-premier-review-8894374)"** **Rating:** 4.0/5.0 stars *— Murtaza J.* [Read full review](https://www.g2.com/survey_responses/help-desk-premier-review-8894374) --- #### What Are G2 Users Discussing About Help Desk Premier? - [What is Help Desk Premier used for?](https://www.g2.com/discussions/help-desk-premier-what-is-help-desk-premier-used-for) - [What is Help Desk Premier used for?](https://www.g2.com/discussions/what-is-help-desk-premier-used-for) ### 22. [CRMdesk](https://www.g2.com/products/crmdesk/reviews) **Average Rating:** 4.1/5.0 **Total Reviews:** 100 **Product Description:** 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. #### 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) ### 23. [Dixa](https://www.g2.com/products/dixa/reviews) **Average Rating:** 4.2/5.0 **Total Reviews:** 380 **Product Description:** Dixa enables companies to deliver customer service as it is meant to be. We help customer service leaders to create effortless experiences for customers and teams that unlock loyalty. Dixa gives teams one unified view of all conversations, customers the convenience of reaching out on their preferred channel, and leaders the insights to continuously improve the service experience. Dixa’s Conversational Customer Service Platform combines powerful AI with a human touch to deliver a highly-personalized service experience that scales as your business grows. Teams and their customers benefit from greater satisfaction while automation helps increase service efficiency and effectiveness, which ultimately delivers real business value. Our dedicated customer success team ensures you are up and running quickly and partners with you on your journey to achieving what we call Customer Friendship™. Dixa powers more than 30 million conversations a year and is trusted by leading brands such as Interflora, On, Wise, Deezer, Rapha, Too Good to Go, Hello Print, and Wistia. Learn more by visiting dixa.com. With customer recognition features, Dixa makes it possible to know your customers the second they reach out. We do this by displaying each customer's conversation history with your business in a timeline as well as their order history instantly. This ensures teams have the information they need to solve customer inquiries faster while delivering more personalized support. Flexible pricing and global scalability allow you to only pay for what you need and scale up or down without additional costs or effort. All conversation types (phone, email, chat, Facebook Messenger, Instagram, Twitter, and WhatsApp) are placed into queues and automatically routed to the appropriate agents while conversation data is translated into real-time analytics. Dixa features include VoIP, IVR, callback, click-to-call, call recording, automations, quick responses, customizable chat widgets, real-time and historical reporting, and advanced routing. Dixa’s user-friendly interface and easy setup was made to enhance the agent experience and allow teams to focus on the customer and not the software. Built for inbound call centers, multichannel contact centers, and small businesses across the world, Dixa provides agents with the tools to deliver exceptional customer service resulting in stronger bonds between brands and customers. ### What Do G2 Reviewers Say About Dixa? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Dixa, thanks to its friendly interface and efficient integration options. - Users appreciate the **helpful and effective customer support** of Dixa, enhancing their overall experience and productivity. - Users commend Dixa for its **exemplary customer support** , ensuring prompt assistance and enhancing overall satisfaction. - Users praise Dixa for its **intuitive interface** , making customer support effortless and user-friendly for teams. - Users commend Dixa for its **enhanced efficiency** , simplifying customer service tasks and improving overall satisfaction. **Cons:** - Users find Dixa lacking in **essential features** , leading to inefficiencies and challenges in customization and organization. - Users find Dixa's **limited features** frustrating, including issues with customization and inadequate analytics options. - Users express frustration over the **lack of features** in Dixa, hindering customizability and functionality. - Users highlight **chat functionality issues** in Dixa, leading to frustrating experiences with conversation management and internal comments. - Users face a **lack of clarity** in Dixa's analytics and search functions, limiting their ability to optimize data usage. #### What Are Recent G2 Reviews of Dixa? **"[Streamlined omnichannel support with room to grow](https://www.g2.com/survey_responses/dixa-review-11702730)"** **Rating:** 4.0/5.0 stars *— Rodrigo M.* [Read full review](https://www.g2.com/survey_responses/dixa-review-11702730) --- **"[Fantastic software, onboarding, customer service and overall experience!](https://www.g2.com/survey_responses/dixa-review-11206297)"** **Rating:** 5.0/5.0 stars *— Sofie G.* [Read full review](https://www.g2.com/survey_responses/dixa-review-11206297) --- #### What Are G2 Users Discussing About Dixa? - [What is Dixa used for?](https://www.g2.com/discussions/what-is-dixa-used-for) ### 24. [osTicket](https://www.g2.com/products/osticket/reviews) **Average Rating:** 4.4/5.0 **Total Reviews:** 44 **Product Description:** osTicket is an open source support ticket system. It seamlessly routes inquiries created via email, web-forms and phone calls into a simple, easy-to-use, multi-user, web-based customer support platform. #### What Are Recent G2 Reviews of osTicket? **"[Overall a good support ticketing software](https://www.g2.com/survey_responses/osticket-review-7981821)"** **Rating:** 4.0/5.0 stars *— Verified User in Telecommunications* [Read full review](https://www.g2.com/survey_responses/osticket-review-7981821) --- **"[Best ticketing and tasking platform for a business](https://www.g2.com/survey_responses/osticket-review-9332749)"** **Rating:** 4.5/5.0 stars *— Prithvi H.* [Read full review](https://www.g2.com/survey_responses/osticket-review-9332749) --- #### What Are G2 Users Discussing About osTicket? - [Who makes osTicket?](https://www.g2.com/discussions/who-makes-osticket) - [What is ticket support system?](https://www.g2.com/discussions/what-is-ticket-support-system) - 1 comment - [Is osTicket safe?](https://www.g2.com/discussions/is-osticket-safe) ### 25. [Incident IQ](https://www.g2.com/products/incident-iq/reviews) **Average Rating:** 4.6/5.0 **Total Reviews:** 218 **Product Description:** Incident IQ is a workflow management solution built by K-12, exclusively for K-12. Headquartered in Atlanta, GA, Incident IQ is 170+ strong and made up of former educators, K-12 IT technicians, and district leadership. Our platform is designed to specifically meet the unique IT needs we experienced firsthand in our classrooms and districts. With thousands of learning devices spread throughout student homes, bare-bones ticketing and inventory solutions will no longer suffice. K-12 IT support teams need tools that are built for the job. From help desk ticketing and asset management to HR and Facility workflow management, Incident IQ has revolutionized how K-12 school districts provide and manage services. Our results speak for themselves: 98% of customers renew their Incident IQ subscription every year. Check out our content below to see our platform in action! #### What Are Recent G2 Reviews of Incident IQ? **"[User-Friendly Helpdesk for Classroom Tech Management](https://www.g2.com/survey_responses/incident-iq-review-12543516)"** **Rating:** 4.5/5.0 stars *— Angelene S.* [Read full review](https://www.g2.com/survey_responses/incident-iq-review-12543516) --- **"[Great System w/ Continous Possibilities](https://www.g2.com/survey_responses/incident-iq-review-9087323)"** **Rating:** 5.0/5.0 stars *— Cris W.* [Read full review](https://www.g2.com/survey_responses/incident-iq-review-9087323) --- #### What Are G2 Users Discussing About Incident IQ? - [What is Incident IQ used for?](https://www.g2.com/discussions/what-is-incident-iq-used-for) ## What Is Help Desk Software? [Customer Service Software](https://www.g2.com/categories/customer-service) ## What Software Categories Are Similar to Help Desk Software? - [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) - [Live Chat Software](https://www.g2.com/categories/live-chat) - [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms) --- ## How Do You Choose the Right Help Desk Software? ### What You Should Know About Help Desk Software ### Help desk software buying insights at a glance [Help desk software](https://www.g2.com/categories/help-desk) helps organizations manage and resolve customer, employee, and partner support inquiries across channels like email, chat, phone, and social media. These platforms centralize communication, automate ticket routing, enforce SLAs, and deliver insights through analytics. Organizations use help desk software for internal IT support, external customer service, SLA tracking, and workflow automation. Solutions vary from basic ticketing tools to enterprise-grade platforms with AI assistance, omnichannel engagement, and CRM integration. Some products are tailored for industries like healthcare, finance, or education. Most help desk tools are priced per user monthly or annually. Plans range from free tiers for small teams to enterprise solutions costing up to $6,000 per user/year. The average annual license cost is $672.52 (approximately $56 per user/month), based on G2 pricing data across 100 product editions. If you're evaluating help desk software, consider your team size, ticket volume, required integrations, support for customization, and deployment preferences. Ask vendors: - How flexible is the platform for custom workflows and reports? - What integrations are available (e.g., CRM, collaboration, ITSM)? - How well does the system perform under high ticket volumes? - What onboarding and support resources are offered? - Does the solution include AI or automation features to boost productivity? G2's top-rated helpdesk software currently includes Salesforce Service Cloud, Zoho Desk, Freshdesk, Zendesk Support Suite, and Intercom. ### What is help desk software? G2 defines [help desk software](https://www.g2.com/categories/help-desk) as a category of solutions designed to streamline the handling of customer, employee, and partner inquiries. These platforms consolidate support requests from email, chat, phone, social media, and other channels into a centralized queue, allowing teams to prioritize tickets based on urgency and complexity.  Essential capabilities typically include automated ticket routing, SLA management, knowledge base functionality, and analytics for tracking service performance. Help desk software, sometimes called service desk software, is part of the broader landscape of customer service and support tools. Demand continues to climb in response to growing expectations for swift, personalized support. Vendors in this sector are expanding feature sets to include AI-driven chatbots, omnichannel engagement options, and advanced workflow automation.  As a result, organizations benefit from improved resolution times, agent productivity, and deeper insights into support trends that inform strategic decision-making. According to current market estimates, the global help desk software sector reached a valuation of approximately $9.9 billion in 2021. Over the next decade, the market is poised to maintain a solid 9.4% CAGR, culminating in an estimated worth of nearly $26.8 billion by the end of 2032. ([_Source 1_](https://www.futuremarketinsights.com/reports/help-desk-software-market)) G2 currently covers 449 help desk products, with 2995 reviews published in the last 12 months. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies)) ### What are the top reviewed helpdesk software on G2? G2 scores the top-rated help desk tools based on a [proprietary algorithm](https://documentation.g2.com/docs/research-scoring-methodologies) that factors in real-user satisfaction ratings and popularity from review data. Here are the five highest-rated help desk products G2 for this category: #### 1. [SF Service Cloud](https://www.g2.com/products/salesforce-service-cloud/reviews) - Number of Reviews: 2,000 - Satisfaction: 96 - Market Presence: 99 - G2 Score: 98 #### 2. [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - Number of Reviews: 4,797 - Satisfaction: 99 - Market Presence: 92 - G2 Score: 95 #### 3. [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - Number of Reviews: 2,807 - Satisfaction: 95 - Market Presence: 88 - G2 Score: 91 #### 4. [Zendesk Support Suite](https://www.g2.com/products/zendesk-support-suite/reviews) - Number of Reviews: 3,797 - Satisfaction: 84 - Market Presence: 92 - G2 Score: 88 #### 5. [Intercom](https://www.g2.com/products/intercom/reviews) - Number of Reviews: 2,029 - Satisfaction: 87 - Market Presence: 83 - G2 Score: 85 These rankings are determined by combining verified user ratings and publicly available web search popularity data: - The **Satisfaction Score** measures user satisfaction with software products based on user feedback, review quality, quantity, and recency. It helps buyers easily understand how well a product meets user expectations. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies)) - The **Market Presence Score** measures a product's prominence in its market. It combines data from G2 user reviews and external sources, focusing primarily on product-specific factors to reflect real-world popularity and vendor influence. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies)) - G2 ranks products using a unique scoring system, the **G2 Score** , calculated from genuine user reviews, online data, and social signals. This score makes it easy to compare and evaluate different software products within each G2 category. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies)) ### Help desk software pricing and cost considerations Most help desk software solutions on the market are priced on a subscription basis, with costs typically calculated per user per month. Help desk software pricing varies significantly depending on the vendor, scale, complexity, and deployment model. Pricing categories usually include: - Free tier: These [freemium offerings](https://www.g2.com/categories/help-desk/free) provide basic functionality, ideal for startups or small teams with limited support needs. They often include essential features such as ticket management and basic knowledge base tools, with restrictions on ticket volumes, integrations, or advanced support capabilities. - Entry-level and mid-market tiers: Aimed at small to mid-sized organizations, these solutions come with moderate feature sets and are typically priced per user per month. They usually cover essential multi-channel support (email, chat, etc.), standard reporting, and [basic automation](https://www.g2.com/categories/help-desk/f/response-automation). According to G2 data covering 45 products across 100 editions, the average annual license cost is about $672.52—roughly $56 per user per month. - Enterprise-level tiers: These comprehensive and highly customizable platforms offer advanced features, such as AI-assisted support, multiple inbox management, extensive automation, deep analytics, and enhanced security. Enterprise-level solutions include premium support, customizable workflows, [voice capabilities](https://www.g2.com/categories/help-desk/f/voice), and [SLA guarantees](https://www.g2.com/categories/help-desk/f/sla-management). High-end offerings can cost up to approximately $6,000 per user per year. Most service desk software solutions are priced per user monthly, though annual payment options are also commonly available. Organizations should carefully evaluate the Total Cost of Ownership (TCO), considering hidden costs such as onboarding, integrations, training, and ongoing technical support. Additional factors such as hardware expenses, IT resources, and maintenance requirements must be considered for on-premises deployments. ### Types of help desk software on G2 Helpdesk software solutions typically fall into the following categories, each with distinctive functionalities suited to specific support and service management needs: - Ticketing systems: These tools focus on centralizing support requests by converting them into actionable tickets, automating workflows, and providing tracking and reporting mechanisms to ensure issues are prioritized and resolved efficiently. - [IT service management (ITSM) solutions](https://www.g2.com/categories/it-service-management-itsm-tools): ITSM tools integrate comprehensive IT service processes, including incident, problem, and change management, often leveraging frameworks like ITIL to streamline overall service delivery and asset management. - Cloud-based help desk software: Such solutions are delivered via the cloud for scalable, always-accessible support platforms that reduce on-premise maintenance and offer flexible subscription models, seamless updates, and integration capabilities. - On-premise help desk software: Installed and managed locally, such products offer high customization and data control for organizations with stringent security or regulatory requirements. They also require an upfront investment in hardware and ongoing maintenance. - Integrated help desk and CRM solutions: Such tools merge core help desk capabilities with [customer relationship management tools](https://www.g2.com/categories/crm) to provide a unified view of customer interactions, aiding support efficiency and overall relationship management. - [Self-service portals](https://www.g2.com/categories/customer-self-service) and [knowledge base systems](https://www.g2.com/categories/knowledge-base-software): These systems empower users to resolve common issues independently through well-organized knowledge bases, FAQs, and community forums, often supplemented with automation and chatbots for immediate assistance. - [Mobile help desk solutions](https://www.g2.com/categories/help-desk/f/mobile-user-support): These solutions enable support agents and customers to manage tickets, communicate, and track service requests through dedicated mobile applications, thus facilitating on-the-go productivity and quick notifications. - Specialized help desk software: Tailored to meet industry-specific requirements, these solutions include specialized compliance tools, advanced security measures, and custom workflows designed to address unique operational processes within healthcare, finance, and more. ### Top help desk software features rated by G2 reviewers Most help desk solutions include foundational capabilities for organizing and addressing user inquiries. These range from basic ticket routing to self-service tools, helping customer support teams handle various communication channels, automate repetitive tasks, and monitor performance. #### Core help desk software features - Ticket management: Tracks the lifecycle of customer support requests or IT incidents from creation to resolution. This includes automated routing, prioritization, and [collaboration tools to ensure tickets reach the right agents](https://www.g2.com/categories/help-desk/f/ticket-collaboration). - Knowledge base management: Enables creating, updating, and maintaining a repository of informational articles or FAQs. This resource helps end users find quick answers and minimizes repetitive inquiries directed to agents. #### Highly rated common help desk software features - [Live chat](https://www.g2.com/categories/help-desk/f/chat-live-support): This service provides real-time messaging capabilities for immediate customer support and faster resolution times. Many buyers report that live chat has a high impact on customer satisfaction. - Alerts/escalation: Automatically send notifications when tickets meet specific criteria, such as reaching an SLA threshold or requiring higher-level assistance. This helps keep response times in check and prevents issues from being overlooked. - Generative AI: Offers AI-powered text generation and summarization to expedite drafting replies or condense lengthy documentation. This feature is increasingly valued for saving time and improving consistency. - Reporting & analytics: Delivers insights into metrics like response times, resolution rates, and customer satisfaction. Buyers often rely on analytical tools to identify bottlenecks and track support efficiency. - Multi-channel communication: Consolidates requests from phone, email, [social media](https://www.g2.com/categories/help-desk/f/social-integration), and other channels into a single dashboard. Having a unified view of customer interactions is crucial for seamless support. - User roles & access controls: Restricts data visibility and system functions based on defined roles or permissions. This ensures sensitive information remains protected while allowing easy collaboration. - Self-service portal: This empowers end users to submit and track their own tickets, access knowledge base content, and even engage with community forums. Many organizations find that self-service options reduce agent workload and improve user autonomy. Additional capabilities may include [email-to-case conversion](https://www.g2.com/categories/help-desk/f/email-to-case), [attachments and screencast sharing](https://www.g2.com/categories/help-desk/f/attachments-screencasts), and [customer and contact database features](https://www.g2.com/categories/help-desk/f/customer-and-contacts-database). ### Top service desk software benefits identified by G2 reviewers Effective help desk software implementation offers multiple strategic benefits, including: **Improved ticket resolution & efficiency:** Help desk software streamlines ticket routing and management, ensuring rapid response times and swift issue resolution. _“The tool handles ticket assignments and basic replies, saving me hours weekly. It’s benefiting me by giving me more time to focus on solving customer problems instead of just organizing them, and my response times have improved so much that my customers are noticeably happier”_ - [Ayush C., Founder](https://www.g2.com/products/zoho-desk/reviews/zoho-desk-review-10951396). **Effective automation & SLA management:** Service desk tools help with automated responses, proactive SLA tracking, and escalation processes that maintain consistent service quality and prevent delays. _“Its automation features handle repetitive tasks, freeing the team to focus on complex customer needs. This has increased team productivity, customer satisfaction, and more efficient management of high support volumes.”_ - [Jenny P., Senior Operations Manager](https://www.g2.com/products/freshdesk/reviews/freshdesk-review-10742210). **Actionable reporting & analytics:** Helpdesk tools offer comprehensive dashboards and reporting features that deliver insights into performance metrics, supporting data-driven decision-making and continuous improvement. “_The integration with our existing systems has been seamless, and the dashboards and reporting capabilities provide helpful insights into our customer service performance._” - [Eric A., Customer Service Manager](https://www.g2.com/products/salesforce-service-cloud/reviews/salesforce-service-cloud-review-10415064). **User-friendly interface & ease of use:** G2 reviewers also report that an intuitive design for service desk software minimizes training needs and accelerates agent adoption, contributing to smoother daily operations. _“The interface is clean and very easy to navigate, the user guide is easy to follow, and the training process is less than 2 days.”_ - [Jennifer C., Client Services Senior Lead](https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-9874966). ### Top help desk tools challenges identified by G2 reviewers Navigating help desk software requires careful consideration of potential obstacles. Insights gathered from user reviews on G2 reveal several recurring challenges that can significantly impact the software’s effectiveness and overall return on investment. Understanding these issues—and knowing the right questions to ask vendors—empowers buyers to make more informed decisions. **1. Customization complexity & limited flexibility:** Reviewers frequently express concerns over tailoring workflows, dashboards, and interfaces to match their unique business processes. This rigidity can hamper operational efficiency and obstruct the desired level of personalization. - **Essential questions to ask your help desk software vendor:** How configurable is the platform for custom workflows and reporting? Can the helpdesk solution evolve with changing business processes without requiring extensive custom code? - **How to overcome the challenge:** Look for service desk platforms that offer modular, scalable customization options. A flexible architecture allows for incremental enhancements and ensures the tool remains adaptable to future needs. **2. Performance under high ticket volumes:** As support teams handle increasing inquiries, some help desk tools experience performance slowdowns or bottlenecks—especially during peak periods. This can negatively affect response times and overall productivity. - **Essential questions to ask your help desk software vendor:** What performance benchmarks are available for high-volume environments? How does the system maintain speed and responsiveness during peak times? - **How to overcome the challenge:** Evaluate help desk solutions with proven scalability, robust infrastructure, and real-world performance metrics in similar operational settings. Testing under simulated high-load conditions during pilot phases can provide valuable assurance. **3. Integration limitations:** Many help desk reviewers express disappointment regarding the difficulty of integrating with legacy systems. Non-standard third-party tools can disrupt a unified customer support ecosystem, leading to fragmented data and inefficiencies in workflow. - **Essential questions to ask your help desk software vendor:** Can you provide examples of integrations with popular CRM, collaboration, and ITSM tools? How does the solution handle integrations with older or custom systems? - **How to overcome the challenge:** Choose help desk platforms with a comprehensive API ecosystem and flexible integration capabilities that minimize the need for complex, custom integrations. ### What is help desk software used for? Analysis of help desk software reviews reveals the following common scenarios: - **Internal IT support:** Organizations use help desk tools to track and resolve internal IT incidents and service requests, ensuring that technical issues are addressed quickly and internal operations remain smooth. - **Customer service & support:** Businesses rely on these platforms to manage external customer inquiries by consolidating communications from email, live chat, social media, and other channels into a single ticketing system. This centralization ensures customer issues are captured, prioritized, and resolved efficiently. - **Multi-channel communication management:** Reviewers say help desk software streamlines interactions across multiple communication channels, such as phone, email, chat, and social media, ensuring that support teams have a unified view of all customer engagements and can respond effectively to each query. - **Workflow automation and SLA tracking:** Reviewers highlight the importance of automated ticket routing, real-time notifications, and strict SLA management in maintaining high support quality. ### Who uses helpdesk software? Help desk software users span various roles, from frontline support staff to strategic decision-makers. Based on G2 reviewer demographics, typical users include customer support managers, IT managers/administrators, and service desk analysts/technicians, with additional participation from directors of operations and business owners. Common industries include technology/SaaS, e-commerce/retail, and financial services, with significant representation in telecommunications, education, and healthcare. ### Common service desk software integrations Extensive user review data reveals that help desk solutions are frequently integrated with several key categories of software to enhance operational efficiency and create a unified support environment: - **CRM systems:** Integration with [customer relationship management platforms](https://www.g2.com/categories/crm) provides a unified view of customer interactions. This enables support teams to access comprehensive customer profiles and historical data, ensuring that every support case is handled with full context. - **Collaboration & communication platforms:** Connecting help desk software with [internal messaging and collaboration tools](https://www.g2.com/categories/internal-communications) streamlines communication among support teams. This integration facilitates real-time ticket updates and collaborative problem-solving, leading to faster resolution times and improved team coordination. - **Email platforms & automation tools:** Integrations with widely used [email](https://www.g2.com/categories/email) and automation systems allow for automatically converting incoming messages into support tickets. This reduces manual entry, maintains consistency in communication, and ensures that customer inquiries are efficiently tracked across channels. - **Workflow and custom integration tools:** Help desk software can synchronize data across various applications, such as [project management](https://www.g2.com/categories/project-management) and [analytics tools](https://www.g2.com/categories/analytics-platforms), by leveraging flexible integration methods and workflow automation technologies. This enhances overall operational visibility and supports more efficient, data-driven decision-making. - **Additional integrations:** Many users also value connections with other [task management](https://www.g2.com/categories/task-management-software) and [business intelligence tools](https://www.g2.com/categories/business-intelligence), further streamlining processes and ensuring that support performance aligns closely with broader organizational objectives. ### Future of helpdesk software - **AI-powered automation and predictive support:** Helpdesk software is becoming increasingly intelligent, with AI and [machine learning](https://www.g2.com/articles/what-is-machine-learning) driving automation, faster ticket resolution, and smarter self-service. AI tools can prioritize tickets, suggest solutions, and even resolve routine issues autonomously, freeing up agents for complex queries. Predictive analytics will help identify recurring problems before they escalate, improving uptime and customer trust. ([_Source 3_](https://www.manageengine.com/products/service-desk/help-desk-software/future-help-desk-support-trends.html)) - **Omnichannel and conversational experiences:** Future-ready helpdesks will seamlessly integrate chat, email, social media, and voice into a unified interface. Conversational AI will humanize interactions, reduce friction, and offer 24/7 support. ([_Source 4_](https://www.zendesk.com/newsroom/press-releases/cx-trends-2024)) - **Mobility and remote support:** With the rise of hybrid work, mobile-first helpdesk apps will enable technicians to manage tickets and provide real-time support anywhere, increasing agility and responsiveness. ([_Source 3_](https://www.manageengine.com/products/service-desk/help-desk-software/future-help-desk-support-trends.html)) ### Sources 1. [Help Desk Software Market Analysis – Demand & Forecast 2022-2032](https://www.futuremarketinsights.com/reports/help-desk-software-market), Future Market Insights. 2. G2 reviews data: G2 reviews are sourced from verified software users and factor in satisfaction ratings, market presence, and real-time popularity data. Rankings in this guide are based on an analysis of G2 user reviews published within the last 12 months. For more details, read [G2’s full scoring methodology](https://documentation.g2.com/docs/research-scoring-methodologies). 3. [Future of help desk support](https://www.manageengine.com/products/service-desk/help-desk-software/future-help-desk-support-trends.html), ManageEngine. 4. [AI ushers in era of intelligent CX, fuels massive industry transformation](https://www.zendesk.com/newsroom/press-releases/cx-trends-2024)​, Zendesk. ###