# Best Help Desk Software - Page 5 ## How Many Help Desk Software Products Does G2 Track? **Total Products under this Category:** 510 ### Category Stats (Jul 2026) - **Average Rating:** 4.45/5 (↑0.01 vs Jun 2026) The average rating of products in this category, based on all submitted ratings - **Top Trending Product:** Wavity Help and Service Desk (+2.93%) - Among all products in this category, Wavity Help and Service Desk recorded the largest rating increase compared to last month _Last updated: July 26, 2026_ ## How Does G2 Rank Help Desk Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 77,700+ Authentic Reviews - 510+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## G2 Grid® for Help Desk Software ![G2 Grid® for Help Desk Software plotting products by satisfaction and market presence](https://www.g2.com/categories/help-desk/grids.png?focus%5B%5D=5494&focus%5B%5D=574&focus%5B%5D=2743&focus%5B%5D=748&focus%5B%5D=57328&focus%5B%5D=3270&focus%5B%5D=55256&focus%5B%5D=16222) Highlighted products: Agentforce Service (formerly Salesforce Service Cloud), Zendesk for Customer Service, Zoho Desk, Freshdesk, HubSpot Service Hub, Fin, ServiceNow Customer Service Management, and Atera. Underlying data: [Grid® JSON](https://www.g2.com/categories/help-desk/grids.json?focus%5B%5D=agentforce-service-formerly-salesforce-service-cloud&focus%5B%5D=zendesk-for-customer-service&focus%5B%5D=zoho-desk&focus%5B%5D=freshdesk&focus%5B%5D=hubspot-service-hub&focus%5B%5D=fin&focus%5B%5D=servicenow-customer-service-management&focus%5B%5D=atera) **Sponsored** ### eDesk eDesk empowers eCommerce sellers to accelerate growth with AI-driven support that converts, resolves, and retains. Built on three pillars: Pre-sales Support, Streamline Support, and Build Loyalty. eDesk centralizes all customer conversations in one Smart Inbox, enabling instant, AI-powered responses and seamless issue resolution. Deliver always-on self-service, cut response times with powerful automations, and uncover opportunities with advanced reporting. Designed for fast-growing brands, eDesk helps you scale effortlessly, boost operational efficiency, and turn customer support into a powerful growth driver. Start your free 14-day trial or book a demo today! [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=paid_promo&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=58&secure%5Bchosen_at%5D=2026-07-29T18%3A44%3A57Z&secure%5Bmedium%5D=sponsored&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=71191&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%3D5%26tactic_id%3D3564347&secure%5Btoken%5D=9134e3f04af95a60811c3de0424d9b67c7d09422696756ffeb5eeb5bc06b9109&secure%5Burl%5D=https%3A%2F%2Fwww.edesk.com%2Fpricing%2F&secure%5Burl_type%5D=paid_promos) ### [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) 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 **Average Rating:** 4.1/5.0 **Total Reviews:** 244 #### How Do G2 Users Rate 8x8 Contact Center? - **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.0/10) - **Workflow:** 8.3/10 (Category avg: 8.7/10) - **Customization :** 8.9/10 (Category avg: 8.4/10) - **Customer Portal:** 6.7/10 (Category avg: 8.6/10) #### Who Is the Company Behind 8x8 Contact Center? - **Seller:** [8x8](https://www.g2.com/sellers/8x8-b9e3382c-67d1-49f2-8c30-310d1ee608a0) - **Company Website:** www.8x8.com - **Year Founded:** 1987 - **HQ Location:** San Jose, CA - **Twitter:** @8x8 11,056 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=0ad9a93cacd01ca25a8bf61de42bc3a51636c76960fa572fb09f3088a46570d2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F8x8&secure%5Burl_type%5D=linkedin_company_website) 2,811 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Operations Manager - **Top Industries:** Financial Services, Information Technology and Services - **Company Size:** 54% Medium, 36% Small #### What Do G2 Reviewers Say About 8x8 Contact Center? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **ease of use and implementation** of 8x8 Contact Center, enhancing operational efficiency and communication. - Users commend the **helpful customer support** of 8x8 Contact Center, ensuring quick assistance and satisfaction. - Users value the **responsive customer support** of 8x8 Contact Center, appreciating their quick and helpful assistance. - Users value the **omnichannel support** and analytics of 8x8 Contact Center, enhancing customer interaction and service efficiency. - Users value the **efficiency** of 8x8 Contact Center, enhancing customer service and operational scalability seamlessly. ##### Cons - Users find the **missing features** of 8x8 Contact Center limiting, hindering effective administration and user experience. - Users express frustration with **poor customer support** , highlighting unhelpful chatbots and lack of effective administration. - Users find the **call management process cumbersome** , struggling with multiple platforms and complex settings. - Users find the **complexity** of the 8x8 Contact Center settings frustrating, impacting usability and admin efficiency. - Users express frustration over **integration issues** with Zoho ERP and other call center services, complicating their experience. #### What Are Recent G2 Reviews of 8x8 Contact Center? **["Feature-Rich, Easy-to-Use Contact Center with Streamlined Onboarding and CRM Integration"](https://www.g2.com/survey_responses/8x8-contact-center-review-13085758)** **Rating:** 5.0/5.0 stars _— William N._ [Read full review](https://www.g2.com/survey_responses/8x8-contact-center-review-13085758) **["Efficient Service with Personable Support, AI Needs Improvement"](https://www.g2.com/survey_responses/8x8-contact-center-review-12915729)** **Rating:** 4.0/5.0 stars _— Sam C._ [Read full review](https://www.g2.com/survey_responses/8x8-contact-center-review-12915729) #### 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) ### [ConvergeHub](https://www.g2.com/products/convergehub/reviews) ConvergeHub is the all-in-one CRM built to accelerate revenue from pipeline to paycheck. Designed for businesses of all sizes—from small startups to enterprise-grade organizations—it unifies Sales, Marketing, Support, and Billing into one powerful platform. Your teams can attract leads, close deals, support customers, and get paid faster—all from a single, streamlined workspace. With robust automation, deep customization, and a 360° customer view, ConvergeHub helps you manage every stage of the customer lifecycle and drive scalable growth without switching tools. Highlights: 360° customer view with omnichannel touchpoints Built-in campaigns, quotes, invoices, and support cases Custom dashboards, automation, and reporting tools Integrates with QuickBooks, DocuSign, RingCentral, Office365, Zapier, and more **Average Rating:** 4.8/5.0 **Total Reviews:** 36 #### How Do G2 Users Rate ConvergeHub? - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.0/10) - **Workflow:** 9.0/10 (Category avg: 8.7/10) - **Customization :** 9.4/10 (Category avg: 8.4/10) - **Customer Portal:** 8.8/10 (Category avg: 8.6/10) #### Who Is the Company Behind ConvergeHub? - **Seller:** [ConvergeHub](https://www.g2.com/sellers/convergehub) - **Year Founded:** 2016 - **HQ Location:** San Francisco Bay Area, California - **Twitter:** @convergehub 1,799 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5d9f5d42b15eb50a05817f452aad19cc3e66fafa9f1172a6378a88f77cfe226d&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fconvergehub%2F&secure%5Burl_type%5D=linkedin_company_website) 10 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Marketing and Advertising - **Company Size:** 97% Small #### What Are Recent G2 Reviews of ConvergeHub? **["Awesome CRM-Software with outstanding support!"](https://www.g2.com/survey_responses/convergehub-review-9302524)** **Rating:** 5.0/5.0 stars _— André P._ [Read full review](https://www.g2.com/survey_responses/convergehub-review-9302524) **["ConvergeHub Streamlines CRM, Sales, Marketing, Support, and Billing in One Platform"](https://www.g2.com/survey_responses/convergehub-review-12938035)** **Rating:** 5.0/5.0 stars _— Hector Francisco A._ [Read full review](https://www.g2.com/survey_responses/convergehub-review-12938035) #### What Are G2 Users Discussing About ConvergeHub? - [What is ConvergeHub used for?](https://www.g2.com/discussions/what-is-convergehub-used-for) ### [One to One Plus](https://www.g2.com/products/one-to-one-plus/reviews) One to One Plus is an all-in-one asset management and help desk platform built to meet the specific needs of schools. Designed with technology teams in mind, the software simplifies the way schools track devices, manage repairs, monitor inventory, and support students and staff. By combining asset management, help desk, and powerful integrations with SIS, MDM, SSO, and other systems, One to One Plus gives districts everything they need in one place. One to One Plus streamlines processes, reduces costs, and saves valuable time for schools districts of all sizes. **Average Rating:** 4.8/5.0 **Total Reviews:** 30 #### How Do G2 Users Rate One to One Plus? - **Has the product been a good partner in doing business?:** 9.9/10 (Category avg: 9.0/10) - **Workflow:** 8.8/10 (Category avg: 8.7/10) - **Customization :** 8.1/10 (Category avg: 8.4/10) - **Customer Portal:** 9.3/10 (Category avg: 8.6/10) #### Who Is the Company Behind One to One Plus? - **Seller:** [One to One Plus](https://www.g2.com/sellers/one-to-one-plus) - **Company Website:** onetooneplus.com - **Year Founded:** 2015 - **HQ Location:** Spartanburg, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9d98450b72845e92d970e6414368ee5918af11e84a4d6803066bc77f10c8ab6f&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F64506302&secure%5Burl_type%5D=linkedin_company_website) 18 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Primary/Secondary Education, Education Management - **Company Size:** 47% Medium, 33% Large #### What Do G2 Reviewers Say About One to One Plus? _AI-generated summary from verified user reviews_ ##### Pros - Users find One to One Plus extremely **user-friendly** , simplifying tasks and enhancing efficiency in inventory management. - Users praise the **responsive and helpful customer support** , which significantly enhances the overall experience with One to One Plus. - Users value the **efficient asset management** of One to One Plus, enhancing organization and streamlining tech inventory tasks. - Users value the **wide variety of features** in One to One Plus that enhance efficiency and usability. - Users highlight the **exceptional customer service** and responsive support, enhancing their experience with One to One Plus. ##### Cons - Users express a desire for **missing features** such as asset deletion and individualized role access in One to One Plus. - Users find the **limited features** of One to One Plus restrictive, lacking customization and advanced functionality. - Users report encountering **software bugs** that hinder functionality, particularly with dashboard graphs and email correspondence. - Users often experience **update issues** that disrupt the dashboard layout and introduce bugs, impacting usability and reporting. - Users face issues with **duplicate asset tags** in One to One Plus, complicating inventory management and usability. #### What Are Recent G2 Reviews of One to One Plus? **["Efficient and User-Friendly, always willing to grow with their customer needs"](https://www.g2.com/survey_responses/one-to-one-plus-review-11873935)** **Rating:** 5.0/5.0 stars _— KAREN A._ [Read full review](https://www.g2.com/survey_responses/one-to-one-plus-review-11873935) **["One to One Plus: Seamless Control, Every Day"](https://www.g2.com/survey_responses/one-to-one-plus-review-11939309)** **Rating:** 4.5/5.0 stars _— Randy R._ [Read full review](https://www.g2.com/survey_responses/one-to-one-plus-review-11939309) #### What Are G2 Users Discussing About One to One Plus? - [What is One to One Plus used for?](https://www.g2.com/discussions/what-is-one-to-one-plus-used-for) ### [Desku.io](https://www.g2.com/products/desku-io/reviews) Desku is an AI-powered customer service automation platform designed to enhance support operations for businesses, particularly in the SaaS and e-commerce sectors. It offers a comprehensive suite of tools, including live chat for real-time customer interactions, a help desk for efficient ticket management, and omnichannel support to unify customer communications from multiple platforms. Desku also features a no-code chatbot builder, enabling businesses to automate responses without technical expertise, and a knowledge base that serves as a self-service hub for customers to find answers independently. Its AI chatbots handle routine inquiries, freeing up human agents for complex issues, while the AI Co-Pilot assists support teams with real-time summaries and suggested responses to boost productivity. Integrating seamlessly with e-commerce platforms like Shopify, WooCommerce, Ecwid, and Shopline, Desku is a versatile solution for businesses aiming to automate and enhance customer service. Praised for its ease of use, automation capabilities, and responsive customer support, Desku has helped businesses improve inquiry handling and overall efficiency. For companies seeking to streamline their customer service processes with AI-driven solutions, Desku offers a reliable and effective platform. **Average Rating:** 4.8/5.0 **Total Reviews:** 31 #### How Do G2 Users Rate Desku.io? - **Has the product been a good partner in doing business?:** 9.9/10 (Category avg: 9.0/10) - **Workflow:** 9.9/10 (Category avg: 8.7/10) - **Customization :** 9.8/10 (Category avg: 8.4/10) - **Customer Portal:** 9.7/10 (Category avg: 8.6/10) #### Who Is the Company Behind Desku.io? - **Seller:** [Desku.io](https://www.g2.com/sellers/desku-io) - **Year Founded:** 2022 - **HQ Location:** Dover, US - **Twitter:** @DeskuHQ 52 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d5ed03bb3c430c01305a20b6fa5e78c1176ba1080b1384b64448e37a9277d99a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fdesku-io%2F&secure%5Burl_type%5D=linkedin_company_website) 11 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Computer Software - **Company Size:** 77% Small, 23% Medium #### What Do G2 Reviewers Say About Desku.io? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **automation features** in Desku, enhancing efficiency by managing customer interactions seamlessly. - Users appreciate the **responsive customer support** features of Desku, enhancing efficiency and streamlining interactions effortlessly. - Users find Desku.io extremely **easy to use** , offering a simple interface and effective solutions for customer interactions. - Users commend the **easy setup** of Desku.io, simplifying account creation and integrations for customer support. - Users love the **affordable pricing and user-friendly features** of Desku, making customer interactions efficient and manageable. ##### Cons - Users experience **notification issues** with the chat functionality, missing chimes when the tab isn't in focus. - Users face **chat functionality issues** with missed notifications, but improvements are ongoing and hopeful for the future. - Users report **notification issues** with chat management, affecting prompt responses when switching tabs. - Users find **adjustment difficulties** due to a lack of detailed FAQs, making it challenging to navigate all features. - Users feel that the **AI features could be enhanced** for improved functionality and user experience. #### What Are Recent G2 Reviews of Desku.io? **["Desku helps us automate handling of general incoming enquiries."](https://www.g2.com/survey_responses/desku-io-review-9756331)** **Rating:** 5.0/5.0 stars _— Tushar C._ [Read full review](https://www.g2.com/survey_responses/desku-io-review-9756331) **["Finally a Support System that just makes sense"](https://www.g2.com/survey_responses/desku-io-review-6542366)** **Rating:** 5.0/5.0 stars _— Steven G._ [Read full review](https://www.g2.com/survey_responses/desku-io-review-6542366) #### What Are G2 Users Discussing About Desku.io? - [What is Desku.io used for?](https://www.g2.com/discussions/what-is-desku-io-used-for) - 1 comment ### [Zowie](https://www.g2.com/products/zowie/reviews) Zowie is the Customer AI platform, equipping enterprises with AI Agents that handle every customer interaction — replacing outdated clicks and forms with natural, human-like conversations. Today’s customers don’t want to navigate websites, search knowledge bases, or wait on hold. They want to say what they need — and get it done instantly. Zowie makes that possible. With Zowie AI Agents, brands unlock: - End-to-end automation of complex processes, not just basic FAQs - Flawless accuracy, following your business rules — no hallucinations - Seamless integration with your tech stack, from CRMs to fulfillment systems - Conversations that feel natural — powered by generative AI and guided by your data Built for mid-market and enterprise businesses, Zowie empowers leaders across customer service, operations, and IT to transform the way they serve customers — faster, smarter, and more cost-efficiently. The future of customer experience isn’t a better website. It’s a conversation. Zowie makes it happen. **Average Rating:** 4.7/5.0 **Total Reviews:** 70 #### How Do G2 Users Rate Zowie? - **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.0/10) - **Workflow:** 9.3/10 (Category avg: 8.7/10) - **Customization :** 8.9/10 (Category avg: 8.4/10) - **Customer Portal:** 10.0/10 (Category avg: 8.6/10) #### Who Is the Company Behind Zowie? - **Seller:** [Zowie Inc.](https://www.g2.com/sellers/zowie-inc) - **Year Founded:** 2019 - **HQ Location:** New York - **Twitter:** @ZowieAI 144 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=76677f75ee5e5e3559e6a8e32c4122ec2443982c7aa881fd347c59879ab35d54&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F18129228%2F&secure%5Burl_type%5D=linkedin_company_website) 100 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Retail, Consumer Services - **Company Size:** 48% Small, 40% Medium #### What Do G2 Reviewers Say About Zowie? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate Zowie's **automated handling of inquiries** , enhancing efficiency and reducing agent workload significantly. - Users praise the **intuitive and easy-to-use platform** of Zowie, making operations efficient and straightforward. - Users value the **efficient and fast implementation** by Zowie, enhancing their e-commerce experience with ease. - Users commend Zowie for its **efficient automation** , enabling quick and seamless integration tailored for e-commerce needs. - Users value the **intuitive support** from the Zowie team, enhancing their experience with easy tool operation. ##### Cons - Users find the **limited features** of Zowie, especially in reporting and integration, to be quite frustrating. - Users find the **reporting module lacking** , especially regarding integration with BI tools and advanced reporting features. - Users experience **language confusion** and occasional bugs with Zowie, which can lead to frustrating delays in resolutions. - Users find the **complexity of the UI** challenging, especially when creating intricate workflows that appear messy. - Users find the **analytics data less accessible** , desiring quicker, more useful feedback instead of digging for information. #### What Are Recent G2 Reviews of Zowie? **["Zowie is the easiest and most adjustable chat solution I've ever seen."](https://www.g2.com/survey_responses/zowie-review-9756941)** **Rating:** 5.0/5.0 stars _— Dawid T._ [Read full review](https://www.g2.com/survey_responses/zowie-review-9756941) **["great bot solution for small and large organizations"](https://www.g2.com/survey_responses/zowie-review-9710346)** **Rating:** 4.5/5.0 stars _— Piotr P._ [Read full review](https://www.g2.com/survey_responses/zowie-review-9710346) #### What Are G2 Users Discussing About Zowie? - [How do I know my Zowie DPI?](https://www.g2.com/discussions/how-do-i-know-my-zowie-dpi) - [Why are Zowie mice so popular?](https://www.g2.com/discussions/why-are-zowie-mice-so-popular) - [Are Zowie gaming mice good?](https://www.g2.com/discussions/are-zowie-gaming-mice-good) - 1 comment - [Does Zowie have software?](https://www.g2.com/discussions/does-zowie-have-software) ### [Re:amaze](https://www.g2.com/products/re-amaze/reviews) Re:amaze is a helpdesk and customer messaging platform designed for websites, stores, and apps. Use Re:amaze to provide exceptional customer support through live chat, email, social media, mobile SMS/MMS, VOIP, and FAQ Knowledge Bases. Businesses of all shapes and sizes also rely on Re:amaze for sales and marketing automation using features such as Re:amaze Cues (a way to automatically message online customers), Re:amaze Chatbots, Re:amaze Live Dashboard (to monitor online customer activity in real time), and send customer satisfaction surveys (to gauge service quality and gather feedback). Re:amaze offers native integrations with many popular 3rd party apps such as Slack, Shopify, BigCommerce, Stripe, MailChimp, Google (Analytics, Tag Manager, Suite), ShipStation, Klaviyo, and much more. Businesses can also use a single Re:amaze account to manage customer service for multiple businesses or stores with the Multi-Brand feature. **Average Rating:** 4.6/5.0 **Total Reviews:** 137 #### How Do G2 Users Rate Re:amaze? - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.0/10) - **Workflow:** 9.0/10 (Category avg: 8.7/10) - **Customization :** 8.5/10 (Category avg: 8.4/10) - **Customer Portal:** 9.1/10 (Category avg: 8.6/10) #### Who Is the Company Behind Re:amaze? - **Seller:** [GoDaddy](https://www.g2.com/sellers/godaddy) - **Year Founded:** 1997 - **HQ Location:** Scottsdale, AZ - **Twitter:** @GoDaddy 274,844 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=109e68fd7fc53f536870728a8e551b397c46ad6384aa38888bd78711f6c4d3cb&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F7846%2F&secure%5Burl_type%5D=linkedin_company_website) 9,011 employees on LinkedIn® - **Ownership:** NYSE:GDDY #### Who Uses This Product? - **Who Uses This:** Owner, President - **Top Industries:** Retail, Sporting Goods - **Company Size:** 81% Small, 17% Medium #### What Do G2 Reviewers Say About Re:amaze? _AI-generated summary from verified user reviews_ ##### Pros - Users commend the **great customer support** of Re:amaze, enhancing their overall experience and satisfaction with the product. - Users value the **flexibility** of Re:amaze, appreciating its versatile options and helpful AI features. #### What Are Recent G2 Reviews of Re:amaze? **["Great Chat!"](https://www.g2.com/survey_responses/re-amaze-review-7329257)** **Rating:** 5.0/5.0 stars _— Greg R._ [Read full review](https://www.g2.com/survey_responses/re-amaze-review-7329257) **["Absolutely amazing tool, very intuitive and integrates well"](https://www.g2.com/survey_responses/re-amaze-review-7694891)** **Rating:** 4.5/5.0 stars _— Christoph D._ [Read full review](https://www.g2.com/survey_responses/re-amaze-review-7694891) #### What Are G2 Users Discussing About Re:amaze? - [What is Re:amaze used for?](https://www.g2.com/discussions/what-is-re-amaze-used-for) ### [Thena](https://www.g2.com/products/thena/reviews) Thena is a new-age customer support platform purpose-built for B2B teams. We're AI-first, and we connect to the modern communication stack like Slack and MS Teams. Join bold modern B2B teams from Vercel, Amplitude, FOX, Etsy, and LaunchDarkly. **Average Rating:** 4.9/5.0 **Total Reviews:** 65 #### How Do G2 Users Rate Thena? - **Has the product been a good partner in doing business?:** 9.9/10 (Category avg: 9.0/10) - **Workflow:** 9.5/10 (Category avg: 8.7/10) - **Customization :** 9.1/10 (Category avg: 8.4/10) - **Customer Portal:** 9.3/10 (Category avg: 8.6/10) #### Who Is the Company Behind Thena? - **Seller:** [Thena](https://www.g2.com/sellers/thena) - **Year Founded:** 2022 - **HQ Location:** Palo Alto , California - **Twitter:** @thenaplatform 540 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=1372715ed2048c40fbc3eaab608cddec90736be10ac0b216a1a6fa60ef4cf30d&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fthena-platform&secure%5Burl_type%5D=linkedin_company_website) 24 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 58% Small, 38% Medium #### What Do G2 Reviewers Say About Thena? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate Thena for its **efficient case management** , enhancing customer interactions and streamlining support processes. - Users appreciate the **efficiency** of Thena for managing customer interactions and improving communication between departments. - Users find Thena's **intuitive ticket management** enhances communication and streamlines customer support across departments. - Users value **customer satisfaction** achieved through Thena's efficient management and streamlined support processes. - Users appreciate the **seamless integrations** of Thena with Slack, enhancing customer support and agile workflows significantly. ##### Cons - Users notice the **limited platform support** of Thena, as it doesn't cater to all messaging services effectively. - Users find **limited platform support** with Thena, making it challenging for those using other communication tools. - Users find Thena's **limited platform support** an issue, especially if they use platforms like Discord or WhatsApp. - Users note **limited platform support** , making Thena less suitable for those using alternative communication tools. - Users experience **poor customer support** , finding it difficult to access assistance for their queries and concerns. #### What Are Recent G2 Reviews of Thena? **["Thena helped us Tame Wild-Wild-West Slack Support"](https://www.g2.com/survey_responses/thena-review-10569376)** **Rating:** 5.0/5.0 stars _— Daniel S._ [Read full review](https://www.g2.com/survey_responses/thena-review-10569376) **["Smooth"](https://www.g2.com/survey_responses/thena-review-10020456)** **Rating:** 5.0/5.0 stars _— Matthew B._ [Read full review](https://www.g2.com/survey_responses/thena-review-10020456) ### [Hark](https://www.g2.com/products/hark/reviews) Hark helps brands collect, analyze and report on customer feedback in a modern & video-first approach. We see results of 30% more feedback and useful insights (powered by AI) that a normal survey-based approach misses. Reduced support costs are an added bonus as well. **Average Rating:** 4.9/5.0 **Total Reviews:** 12 #### How Do G2 Users Rate Hark? - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.0/10) - **Workflow:** 9.6/10 (Category avg: 8.7/10) - **Customization :** 8.3/10 (Category avg: 8.4/10) - **Customer Portal:** 9.2/10 (Category avg: 8.6/10) #### Who Is the Company Behind Hark? - **Seller:** [Hark Technologies](https://www.g2.com/sellers/hark-technologies) - **Year Founded:** 2021 - **HQ Location:** New York, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=344ecce88cca6ce90803fff77c76f96be6c3f6607653c25c14fbedcd85a343e8&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsend-hark&secure%5Burl_type%5D=linkedin_company_website) 26 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 58% Medium, 42% Small #### What Do G2 Reviewers Say About Hark? _AI-generated summary from verified user reviews_ ##### Pros - Users value Hark's **authentic engagement** , enabling genuine connections and insightful feedback from customers for enhanced experiences. - Users value Hark for its ability to highlight the **voice of the customer** and foster genuine partnerships. - Users highlight the **genuine and responsive customer support** from Hark, enhancing their experience and satisfaction. - Users love Hark's **automation features** that save time and enhance productivity by simplifying video insights and feedback. - Users appreciate the **ease of use** of Hark, benefiting from its seamless integration and automated features. #### What Are Recent G2 Reviews of Hark? **["Hark is the tool every true CX leader loves at first sight!"](https://www.g2.com/survey_responses/hark-review-10398501)** **Rating:** 5.0/5.0 stars _— Jessica-Rose G._ [Read full review](https://www.g2.com/survey_responses/hark-review-10398501) **["Perfect Ticket AI: Transcribes, Summarizes & Tags Videos for Faster Insights"](https://www.g2.com/survey_responses/hark-review-12065722)** **Rating:** 5.0/5.0 stars _— Nour M._ [Read full review](https://www.g2.com/survey_responses/hark-review-12065722) ### [Glassix](https://www.g2.com/products/glassix/reviews) Glassix’s on a mission to broaden access to Conversational AI and Omnichannel Customer Communication, empowering businesses to unlock their untapped potential and achieve unmatched scalability.
 With its AI Omnichannel capabilities, Glassix reshapes customer journeys. We transcend temporal boundaries, meeting customer needs at every touchpoint, even during dormant hours. Trusted by Nike, Avis, Nintendo, Domino's, and Dyson, Glassix propels missions forward with its transformative technology. With Glassix, managing your customer interactions has never been easier. Our unified inbox eliminates the need for multiple tools, streamlining workflow management and reducing expenses. From AI-powered chatbots to personalized greetings, keep your customers engaged in one place. Glassix is the AI-powered unified messaging platform that keeps your customer conversations connected across any digital channel - Instant messaging apps and SMS text, email conversations, live chat on your website or app, and social media messages. The secure platform offers a robust feature-set delivered as a subscription service complete with visual no/low code chatbot tools that require no technical knowledge to get started. Customers can hit the ground running with conversational AI capabilities powered by GPT-4, or leverage the Glassix API to build out highly customized experiences. Working together with a global network of integration partners, Glassix serves a growing customer base of established brands, high growth ventures, and small businesses alike. Experience the power of Glassix as it refines interactions, allowing you to deliver exceptional customer experiences. Say goodbye to manual tasks and reclaim your valuable time. With our automation capabilities, conversations flow effortlessly, leaving your customers in awe. **Average Rating:** 4.8/5.0 **Total Reviews:** 197 #### How Do G2 Users Rate Glassix? - **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.0/10) - **Workflow:** 9.3/10 (Category avg: 8.7/10) - **Customization :** 9.0/10 (Category avg: 8.4/10) - **Customer Portal:** 9.4/10 (Category avg: 8.6/10) #### Who Is the Company Behind Glassix? - **Seller:** [Glassix](https://www.g2.com/sellers/glassix) - **Year Founded:** 2015 - **HQ Location:** Tel Aviv, Israel - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=769392b391ccb3bf6c1479df75bc5b1c24834a8095cf5532aecec0ef25b0ec3c&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fglassix%2F&secure%5Burl_type%5D=linkedin_company_website) 24 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Information Technology and Services, Real Estate - **Company Size:** 67% Small, 30% Medium #### What Do G2 Reviewers Say About Glassix? _AI-generated summary from verified user reviews_ ##### Pros - Users find Glassix to be **simple and easy to understand** , avoiding unnecessary complications with data. - Users find Glassix to be **simple and easy to use** , avoiding unnecessary complications with data management. - Users appreciate the **intuitive design** of Glassix, finding it simple and easy to understand without confusion. - Users appreciate the **simplicity and ease of understanding** of Glassix, avoiding complications with data management. - Users value the **simple and easy-to-understand** nature of Glassix, making it accessible and user-friendly. ##### Cons - Users find a **lack of integrations** with Glassix, limiting its functionality and making it feel incomplete. - Users feel that Glassix has **limited features** , lacking completeness as a standalone program. - Users feel that Glassix lacks **complete features** , making it feel insufficient for comprehensive program needs. #### What Are Recent G2 Reviews of Glassix? **["Restructuring School Communication"](https://www.g2.com/survey_responses/glassix-review-9468016)** **Rating:** 5.0/5.0 stars _— Reem O._ [Read full review](https://www.g2.com/survey_responses/glassix-review-9468016) **["We get more done with Glassix AI"](https://www.g2.com/survey_responses/glassix-review-9744629)** **Rating:** 5.0/5.0 stars [Read full review](https://www.g2.com/survey_responses/glassix-review-9744629) ### [Supportbench](https://www.g2.com/products/supportbench/reviews) Supportbench is a TOP rated premium customer support software for businesses seeking advanced, affordable, scalable solutions. It boasts features such as dynamic SLAs, a KCS knowledge base, AI-powered ChatGPT knowledge base bots, and customizable dashboards. With Salesforce synchronization, advanced customer portals, chatbot capabilities, and an easy-to-use API, Supportbench enhances customer experiences, optimizes support operations, and empowers teams with actionable insights. **Average Rating:** 4.9/5.0 **Total Reviews:** 113 #### How Do G2 Users Rate Supportbench? - **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.0/10) - **Workflow:** 9.6/10 (Category avg: 8.7/10) - **Customization :** 9.5/10 (Category avg: 8.4/10) - **Customer Portal:** 9.5/10 (Category avg: 8.6/10) #### Who Is the Company Behind Supportbench? - **Seller:** [Supportbench Services Inc.](https://www.g2.com/sellers/supportbench-services-inc) - **Year Founded:** 2015 - **HQ Location:** Vancouver, British Columbia - **Twitter:** @supportbench 2,990 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8facbb3a4bf973a05cbeee786f649a45ee31219f1828786993b683e140ec807c&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsupportbench-services-inc-%2F&secure%5Burl_type%5D=linkedin_company_website) 7 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Information Technology and Services, Marketing and Advertising - **Company Size:** 71% Small, 28% Medium #### What Do G2 Reviewers Say About Supportbench? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **visibility** Supportbench provides through KPI scores and customer metrics, enhancing overall business intelligence. - Users praise the **efficiency** of Supportbench, noting its quick responses and robust AI capabilities for optimal customer support. - Users value the **robust knowledge base** of Supportbench, which is functional and highly informative for both agents and clients. - Users value the **automation features** of Supportbench, enhancing ticket management and boosting overall efficiency in support tasks. - Users value the **comprehensive case management** of Supportbench, enhancing efficiency in handling client tickets and responses. ##### Cons - Users experience **limited integrations** with Supportbench, hindering workflow and making third-party connectivity challenging. - Users find the **steep learning curve** of Supportbench challenging due to complex onboarding and overwhelming features. - Users find the **inadequate filtering** in Supportbench challenging, as advanced options are not easily accessible. - Users find the chat tool **somewhat basic and limited in customization** , which affects their overall experience. - Users report **limited features** in Supportbench, particularly with offline access and mobile app functionality issues. #### What Are Recent G2 Reviews of Supportbench? **["A Game-Changer for Client Communication"](https://www.g2.com/survey_responses/supportbench-review-11127974)** **Rating:** 5.0/5.0 stars _— Chris B._ [Read full review](https://www.g2.com/survey_responses/supportbench-review-11127974) **["Supportbench; Customer Oriented and Powerful Support System but Demands Deep Customization"](https://www.g2.com/survey_responses/supportbench-review-11715639)** **Rating:** 4.5/5.0 stars _— sheetal m._ [Read full review](https://www.g2.com/survey_responses/supportbench-review-11715639) ### [Keeping](https://www.g2.com/products/keeping/reviews) Keeping is the world's first customer support platform integrated with Gmail. Assign customer support requests to teammates, leave private notes, and set status - all right from inside Gmail. Founded in 2016 and based in New York, we built Keeping for teams that do more than just customer support. If you are busy juggling important customer requests with the rest of your job, then we're glad you found us, because we built Keeping for you. **Average Rating:** 4.5/5.0 **Total Reviews:** 68 #### How Do G2 Users Rate Keeping? - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.0/10) - **Workflow:** 8.4/10 (Category avg: 8.7/10) - **Customization :** 7.1/10 (Category avg: 8.4/10) - **Customer Portal:** 7.6/10 (Category avg: 8.6/10) #### Who Is the Company Behind Keeping? - **Seller:** [Keeping](https://www.g2.com/sellers/keeping) - **Year Founded:** 2007 - **HQ Location:** Brooklyn, NY - **Twitter:** @keepingcom 181 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=07e3e752e4efd157ccf2085d4b6cfa9546f0cb7cfc466bc74e818c78396117ea&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2360605%2F&secure%5Burl_type%5D=linkedin_company_website) 48 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Computer Software, Higher Education - **Company Size:** 80% Small, 20% Medium #### What Do G2 Reviewers Say About Keeping? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of Keeping, finding it easy to learn and integrate into daily business. - Users value the **simple interface** of Keeping, finding it easy to learn and use daily for business tasks. - Users praise the **effective case management** in Keeping, enhancing communication and streamlining workflows within Salesforce. - Users praise the **seamless communication integration** of Keeping, enhancing efficiency within Salesforce for managing messages. - Users appreciate the **easy access** to customer emails within Salesforce, streamlining communication and improving efficiency. ##### Cons - Users find the **complex administration** of Keeping requires considerable time and effort to master effectively. - Users find Keeping to have a **difficult learning curve** , necessitating considerable time and effort to master. - Users find the **learning curve steep** , necessitating considerable time and effort to become proficient with Keeping. - Users want more **customization options** for workflows, noting a less modern UI as a limiting factor. - Users desire an improved **search functionality** and more inbox organization options for better email management. #### What Are Recent G2 Reviews of Keeping? **["Seamless Gmail Integration That Streamlines Shared Inbox Ticketing"](https://www.g2.com/survey_responses/keeping-review-12646505)** **Rating:** 4.0/5.0 stars _— Verified User in Computer Software_ [Read full review](https://www.g2.com/survey_responses/keeping-review-12646505) **["Powerful Shared Inbox with Smart Email Assignment Automations"](https://www.g2.com/survey_responses/keeping-review-12473947)** **Rating:** 4.5/5.0 stars _— Erika H._ [Read full review](https://www.g2.com/survey_responses/keeping-review-12473947) #### What Are G2 Users Discussing About Keeping? - [What are some unique features of project management software?](https://www.g2.com/discussions/keeping-what-are-some-unique-features-of-project-management-software) - [What are the key features of project management?](https://www.g2.com/discussions/what-are-the-key-features-of-project-management) - [What should be in the inventory software?](https://www.g2.com/discussions/what-should-be-in-the-inventory-software) - [What are the essential features of software?](https://www.g2.com/discussions/keeping-what-are-the-essential-features-of-software) ### [Watermelon](https://www.g2.com/products/watermelon/reviews) Watermelon is the most user-friendly conversational AI platform to automate conversations, no coding required. Cut down your workload by linking service channels. Combine your software and start automating customer service with an AI Agent. The agent makes sure you are available for your customers 24/7, during every step of their customer journey. **Average Rating:** 4.5/5.0 **Total Reviews:** 92 #### How Do G2 Users Rate Watermelon? - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.0/10) - **Workflow:** 8.6/10 (Category avg: 8.7/10) - **Customization :** 8.1/10 (Category avg: 8.4/10) - **Customer Portal:** 8.1/10 (Category avg: 8.6/10) #### Who Is the Company Behind Watermelon? - **Seller:** [Watermelon](https://www.g2.com/sellers/watermelon) - **Year Founded:** 2018 - **HQ Location:** Utrecht, NL - **Twitter:** @WatermelonHQ 2,988 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8fed7037f4b5ed1042eac589e65ae5f18ee710a92f3306e5ee47eaecd1a274c9&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fwatermelon-b-v-%2F&secure%5Burl_type%5D=linkedin_company_website) 80 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Retail, Education Management - **Company Size:** 67% Small, 29% Medium #### What Do G2 Reviewers Say About Watermelon? _AI-generated summary from verified user reviews_ ##### Pros - Users find Watermelon **very easy to set up** and appreciate its helpful customer service and chatbot functionality. - Users appreciate the **responsive customer support** of Watermelon, which enhances their overall experience and satisfaction. - Users find Watermelon’s **ease of use** exceptional, streamlining communication and enhancing customer support efficiency effortlessly. - Users praise Watermelon for its **easy AI chatbot setup** , enhancing customer service and boosting registrations significantly. - Users value the **easy setup and effective AI chatbot** of Watermelon, enhancing engagement and improving registrations effortlessly. ##### Cons - Users find it frustrating that the AI has **limitations in consistency and functionality** , impacting overall satisfaction and efficiency. - Users face challenges with **inadequate AI features** , including slow responses and difficulties in training the chatbot effectively. - Users face a **steep learning curve** initially, requiring time and knowledge to configure the Watermelon chatbot effectively. - Users express a desire for **missing features** in Watermelon, noting limitations like lack of insights and tracking capabilities. - Users report **chatbot issues** with unresponsive behavior and the need for manual URL updates, leading to inefficiencies. #### What Are Recent G2 Reviews of Watermelon? **["Our Watermelon agent saves us lots of time"](https://www.g2.com/survey_responses/watermelon-review-11767520)** **Rating:** 5.0/5.0 stars _— Henriëtte B._ [Read full review](https://www.g2.com/survey_responses/watermelon-review-11767520) **["Easy Setup and Fast Human Support — AI Agent Online a few weeks"](https://www.g2.com/survey_responses/watermelon-review-13052974)** **Rating:** 4.5/5.0 stars _— Dennis v._ [Read full review](https://www.g2.com/survey_responses/watermelon-review-13052974) #### What Are G2 Users Discussing About Watermelon? - [What is Watermelon used for?](https://www.g2.com/discussions/what-is-watermelon-used-for) ### [intheloop.io](https://www.g2.com/products/intheloop-io/reviews) Loop Email is a simple yet powerful team inbox. It's been built with the familiarity of an email client, so it's easy to set up and use for any teams that are used to handling customer messages via email. It's hard being productive when you spend half your time reading emails, and the other half flipping between platforms to tell your team about said emails. You need a single app that's going to help you move faster and keep everything and everyone on the same page. This is Loop. It simplifies and organizes all your incoming work communication into one inbox and gives you and your team back order, control and focus. With Loop no messages get missed and your team can assign ownership, chat about customer emails, exchange files, automate workflows and manage shared inboxes with ease. Why not try it today? **Average Rating:** 4.9/5.0 **Total Reviews:** 19 #### How Do G2 Users Rate intheloop.io? - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.0/10) - **Workflow:** 10.0/10 (Category avg: 8.7/10) - **Customization :** 7.7/10 (Category avg: 8.4/10) - **Customer Portal:** 10.0/10 (Category avg: 8.6/10) #### Who Is the Company Behind intheloop.io? - **Seller:** [Loop Email](https://www.g2.com/sellers/loop-email) - **Year Founded:** 2006 - **HQ Location:** London, London - **Twitter:** @loop\_email 2,240 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=789902f7f5d21e6a42bc6c8383d201298917892c326e811b742e1cab69205681&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Floopemail%2F&secure%5Burl_type%5D=linkedin_company_website) 10 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 89% Small, 11% Medium #### What Do G2 Reviewers Say About intheloop.io? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **effective communication** of intheloop.io, enhancing accuracy and improving client care in real-time. - Users highlight the **communication efficiency** of intheloop.io, enabling accurate, real-time client care and streamlined processes. - Users commend the **exceptional customer support** of intheloop.io, enhancing communication and client care significantly. - Users appreciate the **ease of use** of intheloop.io, enabling accurate, effective communication and exceptional client care. - Users value the **easy communication** between agents, enhancing accuracy and improving real-time client care. #### What Are Recent G2 Reviews of intheloop.io? **["BEST Customer Service of any provider I've used in over 20 years!"](https://www.g2.com/survey_responses/intheloop-io-review-4223205)** **Rating:** 5.0/5.0 stars _— Verified User in Financial Services_ [Read full review](https://www.g2.com/survey_responses/intheloop-io-review-4223205) **["great for adding colleagues on a loop e mail"](https://www.g2.com/survey_responses/intheloop-io-review-10259371)** **Rating:** 5.0/5.0 stars _— Verified User in Warehousing_ [Read full review](https://www.g2.com/survey_responses/intheloop-io-review-10259371) #### What Are G2 Users Discussing About intheloop.io? - [What is Loop Email used for?](https://www.g2.com/discussions/what-is-loop-email-used-for) ### [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) ConnectWise PSA is the most complete business management platform built specifically for companies that sell, service, and support technology. Designed for Managed Service Providers (MSPs) and IT service organizations, it centralizes operations, strengthens accountability, and improves service delivery by bringing every core workflow into one modern platform. ConnectWise PSA helps MSPs reduce manual effort and streamline operations through adaptive workflows, automated billing, and structured service processes. From ticket management and customer service to sales, project delivery, and business analytics, ConnectWise PSA gives teams the tools they need to work smarter, faster, and with greater consistency. As a unified command center for the business, ConnectWise PSA provides real-time visibility across service, finance, and operations. This holistic approach allows MSPs to eliminate swivel-chair work, reduce errors, and make data-driven decisions that support growth and customer satisfaction. Routine tasks become automated, freeing technicians and leaders to focus on strategic initiatives rather than administrative overhead. Built for small to mid-sized technology firms and MSPs, ConnectWise PSA supports the full lifecycle of managed services. Users rely on it to track and resolve service tickets, automate recurring and one-time invoicing, manage projects, oversee sales activity, and monitor key performance metrics—all from a single platform that scales with the business. Core capabilities include an advanced service desk for efficient ticket routing and resolution, reliable integrations with major accounting platforms, robust quoting and invoicing tools for accelerating cash flow, and comprehensive project management to keep teams aligned. Built-in dashboards and analytics surface trends and insights that help leaders improve performance and operate proactively. Backed by more than 40 years of experience in the technology services industry, ConnectWise stands apart through its global community, deep ecosystem, and continuous innovation. ConnectWise PSA gives MSPs the foundation they need to run and grow their business today while preparing for a future powered by automation and intelligent service delivery. **Average Rating:** 4.0/5.0 **Total Reviews:** 556 #### How Do G2 Users Rate ConnectWise PSA? - **Has the product been a good partner in doing business?:** 7.7/10 (Category avg: 9.0/10) - **Workflow:** 8.3/10 (Category avg: 8.7/10) - **Customization :** 7.7/10 (Category avg: 8.4/10) - **Customer Portal:** 7.6/10 (Category avg: 8.6/10) #### Who Is the Company Behind ConnectWise PSA? - **Seller:** [ConnectWise](https://www.g2.com/sellers/connectwise) - **Company Website:** www.connectwise.com - **Year Founded:** 1982 - **HQ Location:** Tampa, FL - **Twitter:** @ConnectWise 14,926 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=825d5a968a56320f556cad3f9dfc8c57c880640eedc7d064eddf33e0f8d1e867&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F48576%2F&secure%5Burl_type%5D=linkedin_company_website) 3,388 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** President, Network Engineer - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 66% Small, 28% Medium #### What Do G2 Reviewers Say About ConnectWise PSA? _AI-generated summary from verified user reviews_ ##### Pros - Users find the **interface easy to use** , appreciating its simplicity and efficiency in managing tasks and tickets. - Users value the **seamless integration** with third-party software, enhancing customization and ease of use in their workflow. - Users appreciate the **extensive integrations** of ConnectWise PSA, enhancing automation and workflow across various applications. - Users appreciate the **rich feature set** of ConnectWise PSA, benefiting from comprehensive tools for management and organization. - Users appreciate the **responsive customer support** from ConnectWise PSA, enhancing their experience with effective assistance. ##### Cons - Users find the **learning curve steep** , making initial setup and adaptation to ConnectWise PSA quite challenging. - Users report **poor customer support** with slow response times and inadequate follow-up on escalated issues. - Users find **ConnectWise PSA's usability complex** , with a tedious configuration process that hampers effective management and forecasting. - Users express frustration with **missing features** in ConnectWise PSA, highlighting the need for better sales and documentation tools. - Users face significant **performance issues** with ConnectWise PSA, impacting workflow and overall satisfaction with the software. #### What Are Recent G2 Reviews of ConnectWise PSA? **["Efficient Tool That Simplifies Daily Tasks"](https://www.g2.com/survey_responses/connectwise-psa-review-12026815)** **Rating:** 5.0/5.0 stars _— Imran I._ [Read full review](https://www.g2.com/survey_responses/connectwise-psa-review-12026815) **["Great PSA system is you take the time to set it up according to your needs"](https://www.g2.com/survey_responses/connectwise-psa-review-12892759)** **Rating:** 4.5/5.0 stars _— Verified User in Information Technology and Services_ [Read full review](https://www.g2.com/survey_responses/connectwise-psa-review-12892759) #### What Are G2 Users Discussing About ConnectWise PSA? - [What is SmileBack used for?](https://www.g2.com/discussions/what-is-smileback-used-for) - [What is BrightGauge used for?](https://www.g2.com/discussions/what-is-brightgauge-used-for) - [What is BrightGuage used for?](https://www.g2.com/discussions/what-is-brightguage-used-for) - 1 comment - [How do I disable ConnectWise control?](https://www.g2.com/discussions/connectwise-psa-how-do-i-disable-connectwise-control) - [How do I download ConnectWise manage client?](https://www.g2.com/discussions/how-do-i-download-connectwise-manage-client) ### [Vivantio](https://www.g2.com/products/vivantio/reviews) Vivantio is service management software that helps IT teams, service desks, and customer support teams implement quickly, scale efficiently, and adapt workflows without added complexity. Vivantio helps service teams manage complexity without adding more of it. Built for IT service management, customer service operations, and enterprise service delivery, Vivantio gives teams the structure, flexibility, and visibility they need to improve service over time. Teams use Vivantio to implement faster, standardize workflows, automate manual work, and continuously improve service performance across departments. Key capabilities include: Fast, structured implementation Flexible workflows, forms, and processes Role-based workspaces and automation Reporting and dashboards for service improvement Self-service, knowledge management, and omni-channel support Vivantio is a strong fit for organizations that need powerful service management without forcing teams into rigid, overbuilt systems. **Average Rating:** 4.3/5.0 **Total Reviews:** 294 #### How Do G2 Users Rate Vivantio? - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.0/10) - **Workflow:** 8.5/10 (Category avg: 8.7/10) - **Customization :** 8.1/10 (Category avg: 8.4/10) - **Customer Portal:** 8.4/10 (Category avg: 8.6/10) #### Who Is the Company Behind Vivantio? - **Seller:** [Vivantio](https://www.g2.com/sellers/vivantio) - **Year Founded:** 2003 - **HQ Location:** Boston, MA - **Twitter:** @Vivantio 110 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a8ddc9faf99fd9b156f770b877d0d86b8a38c28ed9457cd19777578bf529465a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F563989%2F&secure%5Burl_type%5D=linkedin_company_website) 29 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** IT Manager - **Top Industries:** Information Technology and Services, Outsourcing/Offshoring - **Company Size:** 58% Medium, 28% Large #### What Do G2 Reviewers Say About Vivantio? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **efficiency** of Vivantio, enhancing productivity through automation and effective monitoring of tasks and SLAs. - Users value the **customizability** of Vivantio, enabling tailored solutions and personalized dashboards for enhanced efficiency. - Users appreciate the **customization and automation features** of Vivantio, enhancing customer service and workflow efficiency. - Users praise the **ease of use** of Vivantio, enhancing IT service management and overall team productivity. - Users praise Vivantio for its **helpful and reliable customer support** , enhancing incident management and service requests effectively. ##### Cons - Users find a **high learning curve** with Vivantio, requiring extensive self-education and planning for effective use. - Users report **poor performance** with Vivantio, especially when handling large volumes of tickets and databases. - Users often experience **slow performance** with Vivantio, especially when handling large ticket volumes or complex cases. - Users find the **complexity of administration** overwhelming, especially with extensive configurations and slow ticket handling. - Users find the **inadequate reporting** in Vivantio frustrating, with challenging configurations and limited automation hindering efficiency. #### What Are Recent G2 Reviews of Vivantio? **["Powerful ITSM with Deep Configuration, but Pricing and Mobile App Need Improvement"](https://www.g2.com/survey_responses/vivantio-review-11827921)** **Rating:** 4.0/5.0 stars _— Ifeoma E._ [Read full review](https://www.g2.com/survey_responses/vivantio-review-11827921) **["Versatile Service Management Platform That Boosts Productivity, But Initial Set Up May take time"](https://www.g2.com/survey_responses/vivantio-review-11939774)** **Rating:** 4.5/5.0 stars _— Satish K._ [Read full review](https://www.g2.com/survey_responses/vivantio-review-11939774) #### What Are G2 Users Discussing About Vivantio? - [What is Vivantio used for?](https://www.g2.com/discussions/what-is-vivantio-used-for) - [‹ Prev‹ Prev](/categories/help-desk?order=g2_score&page=4&tactic_id=3564347#product-list) - [1](/categories/help-desk?order=g2_score&tactic_id=3564347#product-list) - [2](/categories/help-desk?order=g2_score&page=2&tactic_id=3564347#product-list) - [3](/categories/help-desk?order=g2_score&page=3&tactic_id=3564347#product-list) - [4](/categories/help-desk?order=g2_score&page=4&tactic_id=3564347#product-list) - 5 - [6](/categories/help-desk?order=g2_score&page=6&tactic_id=3564347#product-list) - [7](/categories/help-desk?order=g2_score&page=7&tactic_id=3564347#product-list) - [8](/categories/help-desk?order=g2_score&page=8&tactic_id=3564347#product-list) - [9](/categories/help-desk?order=g2_score&page=9&tactic_id=3564347#product-list) - … - [33](/categories/help-desk?order=g2_score&page=33&tactic_id=3564347#product-list) - [34](/categories/help-desk?order=g2_score&page=34&tactic_id=3564347#product-list) - [Next ›Next ›](/categories/help-desk?order=g2_score&page=6&tactic_id=3564347#product-list) Spotlight Categories [Mobile Device Management (MDM) Software](https://www.g2.com/categories/mobile-device-management-mdm) [Online Reputation Management Software](https://www.g2.com/categories/online-reputation-management) [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation) [Video Editing Software](https://www.g2.com/categories/video-editing) [Remote Monitoring & Management (RMM) Software](https://www.g2.com/categories/remote-monitoring-management-rmm) Similar Categories - [Live Chat](/categories/live-chat) - [Customer Self-Service](/categories/customer-self-service) - [Social Customer Service](/categories/social-customer-service) - [Appointment Reminder](/categories/appointment-reminder) - [Call & Contact Center](/categories/call-contact-center) - [Client Onboarding](/categories/client-onboarding) - [Co-Browsing](/categories/co-browsing) - [Complaint Management](/categories/complaint-management) - [Contact Center Outsourcing Services](/categories/contact-center-outsourcing-services) - [Contact Center Payments](/categories/contact-center-payments) - [Conversational Support](/categories/conversational-support) - [Customer Communications Management](/categories/customer-communications-management) - [Customer Education](/categories/customer-education) - [Customer Service Automation](/categories/customer-service-automation) - [Customer Success](/categories/customer-success) [Browse Help Desk Themes](/categories/help-desk/themes) ![Jeffrey Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jeffrey Lin") JL Researched and written by [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin) Updated April 9, 2026 Help desk software is used to organize, manage, and respond to service-related requests from internal and external sources, helping customer service teams streamline support processes and analyze engagement across communication channels. ### Core Capabilities of Help Desk Software To qualify for inclusion in the Help Desk category, a product must: - Organize external customer inquiries into tickets for support agents - Aggregate inquiries from emails and a customer portal - Assign tickets to support agents for prompt service ### Common Use Cases for Help Desk Software Help desk software is commonly used to: - Manage incoming customer inquiries across email, phone, social media, and portals - Track ticket status and prioritize issues for support teams - Provide customers with self-service options through knowledge bases or portals - Monitor agent performance and customer service metrics - Centralize multi-channel communication for faster resolution ### How Help Desk Software Differs from Other Tools Help desk software focuses on handling customer inquiries and service requests across multiple communication channels, often integrating customer self-service, social customer service, and live chat tools to boost efficiency and support quality. ### Insights from G2 on Help Desk Software Based on category trends on G2, streamlined ticket management, unified communication channels, and analytics that help teams better understand customer needs and improve service performance. Show More * * * ## How Do You Choose the Right Help Desk Software? ### What You Should Know About Help Desk Software ### Help desk software buying insights at a glance [Help desk software](https://www.g2.com/categories/help-desk) helps organizations manage and resolve customer, employee, and partner support inquiries across channels like email, chat, phone, and social media. These platforms centralize communication, automate ticket routing, enforce SLAs, and deliver insights through analytics. Organizations use help desk software for internal IT support, external customer service, SLA tracking, and workflow automation. Solutions vary from basic ticketing tools to enterprise-grade platforms with AI assistance, omnichannel engagement, and CRM integration. Some products are tailored for industries like healthcare, finance, or education. Most help desk tools are priced per user monthly or annually. Plans range from free tiers for small teams to enterprise solutions costing up to $6,000 per user/year. The average annual license cost is $672.52 (approximately $56 per user/month), based on G2 pricing data across 100 product editions. If you're evaluating help desk software, consider your team size, ticket volume, required integrations, support for customization, and deployment preferences. Ask vendors: - How flexible is the platform for custom workflows and reports? - What integrations are available (e.g., CRM, collaboration, ITSM)? - How well does the system perform under high ticket volumes? - What onboarding and support resources are offered? - Does the solution include AI or automation features to boost productivity? G2's top-rated helpdesk software currently includes Salesforce Service Cloud, Zoho Desk, Freshdesk, Zendesk Support Suite, and Intercom. ### What is help desk software? G2 defines [help desk software](https://www.g2.com/categories/help-desk) as a category of solutions designed to streamline the handling of customer, employee, and partner inquiries. These platforms consolidate support requests from email, chat, phone, social media, and other channels into a centralized queue, allowing teams to prioritize tickets based on urgency and complexity.  Essential capabilities typically include automated ticket routing, SLA management, knowledge base functionality, and analytics for tracking service performance. Help desk software, sometimes called service desk software, is part of the broader landscape of customer service and support tools. Demand continues to climb in response to growing expectations for swift, personalized support. Vendors in this sector are expanding feature sets to include AI-driven chatbots, omnichannel engagement options, and advanced workflow automation.  As a result, organizations benefit from improved resolution times, agent productivity, and deeper insights into support trends that inform strategic decision-making. According to current market estimates, the global help desk software sector reached a valuation of approximately $9.9 billion in 2021. Over the next decade, the market is poised to maintain a solid 9.4% CAGR, culminating in an estimated worth of nearly $26.8 billion by the end of 2032. ([_Source 1_](https://www.futuremarketinsights.com/reports/help-desk-software-market)) G2 currently covers 449 help desk products, with 2995 reviews published in the last 12 months. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies)) ### What are the top reviewed helpdesk software on G2? G2 scores the top-rated help desk tools based on a [proprietary algorithm](https://documentation.g2.com/docs/research-scoring-methodologies) that factors in real-user satisfaction ratings and popularity from review data. Here are the five highest-rated help desk products G2 for this category: #### 1. [SF Service Cloud](https://www.g2.com/products/salesforce-service-cloud/reviews) - Number of Reviews: 2,000 - Satisfaction: 96 - Market Presence: 99 - G2 Score: 98 #### 2. [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - Number of Reviews: 4,797 - Satisfaction: 99 - Market Presence: 92 - G2 Score: 95 #### 3. [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - Number of Reviews: 2,807 - Satisfaction: 95 - Market Presence: 88 - G2 Score: 91 #### 4. [Zendesk Support Suite](https://www.g2.com/products/zendesk-support-suite/reviews) - Number of Reviews: 3,797 - Satisfaction: 84 - Market Presence: 92 - G2 Score: 88 #### 5. [Intercom](https://www.g2.com/products/intercom/reviews) - Number of Reviews: 2,029 - Satisfaction: 87 - Market Presence: 83 - G2 Score: 85 These rankings are determined by combining verified user ratings and publicly available web search popularity data: - The **Satisfaction Score** measures user satisfaction with software products based on user feedback, review quality, quantity, and recency. It helps buyers easily understand how well a product meets user expectations. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies)) - The **Market Presence Score** measures a product's prominence in its market. It combines data from G2 user reviews and external sources, focusing primarily on product-specific factors to reflect real-world popularity and vendor influence. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies)) - G2 ranks products using a unique scoring system, the **G2 Score** , calculated from genuine user reviews, online data, and social signals. This score makes it easy to compare and evaluate different software products within each G2 category. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies)) ### Help desk software pricing and cost considerations Most help desk software solutions on the market are priced on a subscription basis, with costs typically calculated per user per month. Help desk software pricing varies significantly depending on the vendor, scale, complexity, and deployment model. Pricing categories usually include: - Free tier: These [freemium offerings](https://www.g2.com/categories/help-desk/free) provide basic functionality, ideal for startups or small teams with limited support needs. They often include essential features such as ticket management and basic knowledge base tools, with restrictions on ticket volumes, integrations, or advanced support capabilities. - Entry-level and mid-market tiers: Aimed at small to mid-sized organizations, these solutions come with moderate feature sets and are typically priced per user per month. They usually cover essential multi-channel support (email, chat, etc.), standard reporting, and [basic automation](https://www.g2.com/categories/help-desk/f/response-automation). According to G2 data covering 45 products across 100 editions, the average annual license cost is about $672.52—roughly $56 per user per month. - Enterprise-level tiers: These comprehensive and highly customizable platforms offer advanced features, such as AI-assisted support, multiple inbox management, extensive automation, deep analytics, and enhanced security. Enterprise-level solutions include premium support, customizable workflows, [voice capabilities](https://www.g2.com/categories/help-desk/f/voice), and [SLA guarantees](https://www.g2.com/categories/help-desk/f/sla-management). High-end offerings can cost up to approximately $6,000 per user per year. Most service desk software solutions are priced per user monthly, though annual payment options are also commonly available. Organizations should carefully evaluate the Total Cost of Ownership (TCO), considering hidden costs such as onboarding, integrations, training, and ongoing technical support. Additional factors such as hardware expenses, IT resources, and maintenance requirements must be considered for on-premises deployments. ### Types of help desk software on G2 Helpdesk software solutions typically fall into the following categories, each with distinctive functionalities suited to specific support and service management needs: - Ticketing systems: These tools focus on centralizing support requests by converting them into actionable tickets, automating workflows, and providing tracking and reporting mechanisms to ensure issues are prioritized and resolved efficiently. - [IT service management (ITSM) solutions](https://www.g2.com/categories/it-service-management-itsm-tools): ITSM tools integrate comprehensive IT service processes, including incident, problem, and change management, often leveraging frameworks like ITIL to streamline overall service delivery and asset management. - Cloud-based help desk software: Such solutions are delivered via the cloud for scalable, always-accessible support platforms that reduce on-premise maintenance and offer flexible subscription models, seamless updates, and integration capabilities. - On-premise help desk software: Installed and managed locally, such products offer high customization and data control for organizations with stringent security or regulatory requirements. They also require an upfront investment in hardware and ongoing maintenance. - Integrated help desk and CRM solutions: Such tools merge core help desk capabilities with [customer relationship management tools](https://www.g2.com/categories/crm) to provide a unified view of customer interactions, aiding support efficiency and overall relationship management. - [Self-service portals](https://www.g2.com/categories/customer-self-service) and [knowledge base systems](https://www.g2.com/categories/knowledge-base-software): These systems empower users to resolve common issues independently through well-organized knowledge bases, FAQs, and community forums, often supplemented with automation and chatbots for immediate assistance. - [Mobile help desk solutions](https://www.g2.com/categories/help-desk/f/mobile-user-support): These solutions enable support agents and customers to manage tickets, communicate, and track service requests through dedicated mobile applications, thus facilitating on-the-go productivity and quick notifications. - Specialized help desk software: Tailored to meet industry-specific requirements, these solutions include specialized compliance tools, advanced security measures, and custom workflows designed to address unique operational processes within healthcare, finance, and more. ### Top help desk software features rated by G2 reviewers Most help desk solutions include foundational capabilities for organizing and addressing user inquiries. These range from basic ticket routing to self-service tools, helping customer support teams handle various communication channels, automate repetitive tasks, and monitor performance. #### Core help desk software features - Ticket management: Tracks the lifecycle of customer support requests or IT incidents from creation to resolution. This includes automated routing, prioritization, and [collaboration tools to ensure tickets reach the right agents](https://www.g2.com/categories/help-desk/f/ticket-collaboration). - Knowledge base management: Enables creating, updating, and maintaining a repository of informational articles or FAQs. This resource helps end users find quick answers and minimizes repetitive inquiries directed to agents. #### Highly rated common help desk software features - [Live chat](https://www.g2.com/categories/help-desk/f/chat-live-support): This service provides real-time messaging capabilities for immediate customer support and faster resolution times. Many buyers report that live chat has a high impact on customer satisfaction. - Alerts/escalation: Automatically send notifications when tickets meet specific criteria, such as reaching an SLA threshold or requiring higher-level assistance. This helps keep response times in check and prevents issues from being overlooked. - Generative AI: Offers AI-powered text generation and summarization to expedite drafting replies or condense lengthy documentation. This feature is increasingly valued for saving time and improving consistency. - Reporting & analytics: Delivers insights into metrics like response times, resolution rates, and customer satisfaction. Buyers often rely on analytical tools to identify bottlenecks and track support efficiency. - Multi-channel communication: Consolidates requests from phone, email, [social media](https://www.g2.com/categories/help-desk/f/social-integration), and other channels into a single dashboard. Having a unified view of customer interactions is crucial for seamless support. - User roles & access controls: Restricts data visibility and system functions based on defined roles or permissions. This ensures sensitive information remains protected while allowing easy collaboration. - Self-service portal: This empowers end users to submit and track their own tickets, access knowledge base content, and even engage with community forums. Many organizations find that self-service options reduce agent workload and improve user autonomy. Additional capabilities may include [email-to-case conversion](https://www.g2.com/categories/help-desk/f/email-to-case), [attachments and screencast sharing](https://www.g2.com/categories/help-desk/f/attachments-screencasts), and [customer and contact database features](https://www.g2.com/categories/help-desk/f/customer-and-contacts-database). ### Top service desk software benefits identified by G2 reviewers Effective help desk software implementation offers multiple strategic benefits, including: **Improved ticket resolution & efficiency:** Help desk software streamlines ticket routing and management, ensuring rapid response times and swift issue resolution. _“The tool handles ticket assignments and basic replies, saving me hours weekly. It’s benefiting me by giving me more time to focus on solving customer problems instead of just organizing them, and my response times have improved so much that my customers are noticeably happier”_ - [Ayush C., Founder](https://www.g2.com/products/zoho-desk/reviews/zoho-desk-review-10951396). **Effective automation & SLA management:** Service desk tools help with automated responses, proactive SLA tracking, and escalation processes that maintain consistent service quality and prevent delays. _“Its automation features handle repetitive tasks, freeing the team to focus on complex customer needs. This has increased team productivity, customer satisfaction, and more efficient management of high support volumes.”_ - [Jenny P., Senior Operations Manager](https://www.g2.com/products/freshdesk/reviews/freshdesk-review-10742210). **Actionable reporting & analytics:** Helpdesk tools offer comprehensive dashboards and reporting features that deliver insights into performance metrics, supporting data-driven decision-making and continuous improvement. “_The integration with our existing systems has been seamless, and the dashboards and reporting capabilities provide helpful insights into our customer service performance._” - [Eric A., Customer Service Manager](https://www.g2.com/products/salesforce-service-cloud/reviews/salesforce-service-cloud-review-10415064). **User-friendly interface & ease of use:** G2 reviewers also report that an intuitive design for service desk software minimizes training needs and accelerates agent adoption, contributing to smoother daily operations. _“The interface is clean and very easy to navigate, the user guide is easy to follow, and the training process is less than 2 days.”_ - [Jennifer C., Client Services Senior Lead](https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-9874966). ### Top help desk tools challenges identified by G2 reviewers Navigating help desk software requires careful consideration of potential obstacles. Insights gathered from user reviews on G2 reveal several recurring challenges that can significantly impact the software’s effectiveness and overall return on investment. Understanding these issues—and knowing the right questions to ask vendors—empowers buyers to make more informed decisions. **1. Customization complexity & limited flexibility:** Reviewers frequently express concerns over tailoring workflows, dashboards, and interfaces to match their unique business processes. This rigidity can hamper operational efficiency and obstruct the desired level of personalization. - **Essential questions to ask your help desk software vendor:** How configurable is the platform for custom workflows and reporting? Can the helpdesk solution evolve with changing business processes without requiring extensive custom code? - **How to overcome the challenge:** Look for service desk platforms that offer modular, scalable customization options. A flexible architecture allows for incremental enhancements and ensures the tool remains adaptable to future needs. **2. Performance under high ticket volumes:** As support teams handle increasing inquiries, some help desk tools experience performance slowdowns or bottlenecks—especially during peak periods. This can negatively affect response times and overall productivity. - **Essential questions to ask your help desk software vendor:** What performance benchmarks are available for high-volume environments? How does the system maintain speed and responsiveness during peak times? - **How to overcome the challenge:** Evaluate help desk solutions with proven scalability, robust infrastructure, and real-world performance metrics in similar operational settings. Testing under simulated high-load conditions during pilot phases can provide valuable assurance. **3. Integration limitations:** Many help desk reviewers express disappointment regarding the difficulty of integrating with legacy systems. Non-standard third-party tools can disrupt a unified customer support ecosystem, leading to fragmented data and inefficiencies in workflow. - **Essential questions to ask your help desk software vendor:** Can you provide examples of integrations with popular CRM, collaboration, and ITSM tools? How does the solution handle integrations with older or custom systems? - **How to overcome the challenge:** Choose help desk platforms with a comprehensive API ecosystem and flexible integration capabilities that minimize the need for complex, custom integrations. ### What is help desk software used for? Analysis of help desk software reviews reveals the following common scenarios: - **Internal IT support:** Organizations use help desk tools to track and resolve internal IT incidents and service requests, ensuring that technical issues are addressed quickly and internal operations remain smooth. - **Customer service & support:** Businesses rely on these platforms to manage external customer inquiries by consolidating communications from email, live chat, social media, and other channels into a single ticketing system. This centralization ensures customer issues are captured, prioritized, and resolved efficiently. - **Multi-channel communication management:** Reviewers say help desk software streamlines interactions across multiple communication channels, such as phone, email, chat, and social media, ensuring that support teams have a unified view of all customer engagements and can respond effectively to each query. - **Workflow automation and SLA tracking:** Reviewers highlight the importance of automated ticket routing, real-time notifications, and strict SLA management in maintaining high support quality. ### Who uses helpdesk software? Help desk software users span various roles, from frontline support staff to strategic decision-makers. Based on G2 reviewer demographics, typical users include customer support managers, IT managers/administrators, and service desk analysts/technicians, with additional participation from directors of operations and business owners. Common industries include technology/SaaS, e-commerce/retail, and financial services, with significant representation in telecommunications, education, and healthcare. ### Common service desk software integrations Extensive user review data reveals that help desk solutions are frequently integrated with several key categories of software to enhance operational efficiency and create a unified support environment: - **CRM systems:** Integration with [customer relationship management platforms](https://www.g2.com/categories/crm) provides a unified view of customer interactions. This enables support teams to access comprehensive customer profiles and historical data, ensuring that every support case is handled with full context. - **Collaboration & communication platforms:** Connecting help desk software with [internal messaging and collaboration tools](https://www.g2.com/categories/internal-communications) streamlines communication among support teams. This integration facilitates real-time ticket updates and collaborative problem-solving, leading to faster resolution times and improved team coordination. - **Email platforms & automation tools:** Integrations with widely used [email](https://www.g2.com/categories/email) and automation systems allow for automatically converting incoming messages into support tickets. This reduces manual entry, maintains consistency in communication, and ensures that customer inquiries are efficiently tracked across channels. - **Workflow and custom integration tools:** Help desk software can synchronize data across various applications, such as [project management](https://www.g2.com/categories/project-management) and [analytics tools](https://www.g2.com/categories/analytics-platforms), by leveraging flexible integration methods and workflow automation technologies. This enhances overall operational visibility and supports more efficient, data-driven decision-making. - **Additional integrations:** Many users also value connections with other [task management](https://www.g2.com/categories/task-management-software) and [business intelligence tools](https://www.g2.com/categories/business-intelligence), further streamlining processes and ensuring that support performance aligns closely with broader organizational objectives. ### Future of helpdesk software - **AI-powered automation and predictive support:** Helpdesk software is becoming increasingly intelligent, with AI and [machine learning](https://www.g2.com/articles/what-is-machine-learning) driving automation, faster ticket resolution, and smarter self-service. AI tools can prioritize tickets, suggest solutions, and even resolve routine issues autonomously, freeing up agents for complex queries. Predictive analytics will help identify recurring problems before they escalate, improving uptime and customer trust. ([_Source 3_](https://www.manageengine.com/products/service-desk/help-desk-software/future-help-desk-support-trends.html)) - **Omnichannel and conversational experiences:** Future-ready helpdesks will seamlessly integrate chat, email, social media, and voice into a unified interface. Conversational AI will humanize interactions, reduce friction, and offer 24/7 support. ([_Source 4_](https://www.zendesk.com/newsroom/press-releases/cx-trends-2024)) - **Mobility and remote support:** With the rise of hybrid work, mobile-first helpdesk apps will enable technicians to manage tickets and provide real-time support anywhere, increasing agility and responsiveness. ([_Source 3_](https://www.manageengine.com/products/service-desk/help-desk-software/future-help-desk-support-trends.html)) ### Sources 1. [Help Desk Software Market Analysis – Demand & Forecast 2022-2032](https://www.futuremarketinsights.com/reports/help-desk-software-market), Future Market Insights. 2. G2 reviews data: G2 reviews are sourced from verified software users and factor in satisfaction ratings, market presence, and real-time popularity data. Rankings in this guide are based on an analysis of G2 user reviews published within the last 12 months. For more details, read [G2’s full scoring methodology](https://documentation.g2.com/docs/research-scoring-methodologies). 3. [Future of help desk support](https://www.manageengine.com/products/service-desk/help-desk-software/future-help-desk-support-trends.html), ManageEngine. 4. [AI ushers in era of intelligent CX, fuels massive industry transformation](https://www.zendesk.com/newsroom/press-releases/cx-trends-2024)​, Zendesk. ###