# Best Help Desk Software - Page 8 *By [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)* Help desk software is used to organize, manage, and respond to service-related requests from internal and external sources, helping customer service teams streamline support processes and analyze engagement across communication channels. ### Core Capabilities of Help Desk Software To qualify for inclusion in the Help Desk category, a product must: - Organize external customer inquiries into tickets for support agents - Aggregate inquiries from emails and a customer portal - Assign tickets to support agents for prompt service ### Common Use Cases for Help Desk Software Help desk software is commonly used to: - Manage incoming customer inquiries across email, phone, social media, and portals - Track ticket status and prioritize issues for support teams - Provide customers with self-service options through knowledge bases or portals - Monitor agent performance and customer service metrics - Centralize multi-channel communication for faster resolution ### How Help Desk Software Differs from Other Tools Help desk software focuses on handling customer inquiries and service requests across multiple communication channels, often integrating customer self-service, social customer service, and live chat tools to boost efficiency and support quality. ### Insights from G2 on Help Desk Software Based on category trends on G2, streamlined ticket management, unified communication channels, and analytics that help teams better understand customer needs and improve service performance. ## Top Help Desk Software at a Glance | # | Product | Rating | Best For | What Users Say | |---|---------|--------|----------|----------------| | 1 | [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | 4.4/5.0 (6,968 reviews) | Enterprise case management with AI and CRM context | "[“Daily Use Review of Salesforce Service Cloud in Collections”](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648)" | | 2 | [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) | 4.3/5.0 (6,629 reviews) | Omnichannel customer support and ticket tracking | "[Great Complete CRM](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-4530447)" | | 3 | [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) | 4.4/5.0 (7,492 reviews) | Customizable ticketing for growing support teams | "[Powerful, Cost-Effective Help Desk with Excellent Automation and AI Features](https://www.g2.com/survey_responses/zoho-desk-review-13056674)" | | 4 | [Freshdesk](https://www.g2.com/products/freshdesk/reviews) | 4.4/5.0 (3,674 reviews) | Easy ticket intake and support workflow tracking | "[A support tool that quietly made our response process less chaotic, smooth, flexible, an](https://www.g2.com/survey_responses/freshdesk-review-12879809)" | | 5 | [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) | 4.4/5.0 (2,818 reviews) | CRM-connected support tickets and customer history | "[Ticket management and centralized support with automations that enhance the experience](https://www.g2.com/survey_responses/hubspot-service-hub-review-12873336)" | | 6 | [Fin](https://www.g2.com/products/fin/reviews) | 4.5/5.0 (3,712 reviews) | AI support deflection from help content | "[Fin solves a lot more than I expected](https://www.g2.com/survey_responses/fin-review-13048290)" | | 7 | [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) | 4.4/5.0 (422 reviews) | Cross-team case workflows and service visibility | "[Efficient platform for managing customer support workflows](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-12817726)" | | 8 | [Atera](https://www.g2.com/products/atera/reviews) | 4.6/5.0 (1,187 reviews) | IT help desk with remote monitoring and automation | "[Atera: All-in-One IT Management with Strong Integrations, Automation, and ROI](https://www.g2.com/survey_responses/atera-review-12982693)" | | 9 | [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5.0 (1,290 reviews) | — | "[Powerful Ticketing, SLAs, Automations, and Analytics That Boost Agent Organization](https://www.g2.com/survey_responses/freshservice-review-12805161)" | | 10 | [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5.0 (961 reviews) | Request portals and IT service workflows | "[Jira Service Management for Efficient Ticket Tracking and Support Workflow](https://www.g2.com/survey_responses/jira-service-management-review-12817846)" | ## How Many Help Desk Software Products Does G2 Track? **Total Products under this Category:** 507 ### Category Stats (Jul 2026) - **Average Rating**: 4.44/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product**: RingCX (+1.57%) - Among all products in this category, RingCX recorded the largest rating increase compared to last month *Last updated: July 07, 2026* ## How Does G2 Rank Help Desk Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 77,600+ Authentic Reviews - 507+ 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. ## Which Help Desk Software Is Best for Your Use Case? - **Leader:** [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - **Highest Performer:** [Gladly](https://www.g2.com/products/gladly/reviews) - **Easiest to Use:** [Gladly](https://www.g2.com/products/gladly/reviews) - **Top Trending:** [Pylon](https://www.g2.com/products/pylon-pylon/reviews) - **Best Free Software:** [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) --- **Sponsored** ### Pylon Pylon is an All-in-one B2B Support Platform for modern B2B businesses. We help hundreds of fast growing companies like Deel, Hightouch, and Merge to scale their customer operations. Pylon helps companies manage their customers in shared Slack or Microsoft Teams channels, email, in-app chat, and Slack communities. Pylon automatically tracks customer issues across all the places you talk to your customer, giving a unified place to view, respond to, run workflows, and collect analytics on customer requests. Create views, custom fields, triggers, assignment policies and more. Use AI to auto tag conversations, sync customer Slack conversations to your CRM, send product updates across channels and view engagement. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=paid_promo&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=58&secure%5Bchosen_at%5D=2026-07-07T16%3A23%3A45Z&secure%5Bmedium%5D=sponsored&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=1265405&secure%5Bresource_id%5D=58&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fhelp-desk&secure%5Btoken%5D=d8956faeafb010d30708cc4784caf819c46bdb3925fec93e382f42e9bf681bb6&secure%5Burl%5D=https%3A%2F%2Fusepylon.com%2Fpricing&secure%5Burl_type%5D=paid_promos) --- ## Help Desk Software Features & Capabilities ### What are the Best Help Desk Software with Social Integration? Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks **Top-rated Help Desk Software for Social Integration:** - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) [Explore Help Desk Software with Social Integration](https://www.g2.com/categories/help-desk/f/social-integration) ### What are the Best Help Desk Software with Ticket Collaboration? Share and collaborate on tickets with multiple customer service representatives **Top-rated Help Desk Software for Ticket Collaboration:** - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) [Explore Help Desk Software with Ticket Collaboration](https://www.g2.com/categories/help-desk/f/ticket-collaboration) ### What are the Best Help Desk Software with Mobile User Support? Allows software to be easily used on multiple mobile devices include phone and tablet devices. **Top-rated Help Desk Software for Mobile User Support:** - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) [Explore Help Desk Software with Mobile User Support](https://www.g2.com/categories/help-desk/f/mobile-user-support) ### What are the Best Help Desk Software with Attachments/Screencasts? Documents and files can be attached to the ticket to communicate with customer issues/resolutions **Top-rated Help Desk Software for Attachments/Screencasts:** - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) [Explore Help Desk Software with Attachments/Screencasts](https://www.g2.com/categories/help-desk/f/attachments-screencasts) ### What are the Best Help Desk Software with Chat/Live Support? Ability for customer service agents to communicate with customers via live chat to solve problems live **Top-rated Help Desk Software for Chat/Live Support:** - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) [Explore Help Desk Software with Chat/Live Support](https://www.g2.com/categories/help-desk/f/chat-live-support) ## What Are the Top-Rated Help Desk Software Products in 2026? ### 1. [Chatway Live Chat](https://www.g2.com/products/chatway-chatway-live-chat/reviews) Chatway transforms online customer interactions with its live chat and AI chatbot solution for websites. Offering real-time communication, customizable widgets, intelligent chatbots, and AI-powered support, it enhances user experience. Responsive across devices, Chatway empowers businesses to engage visitors, resolve issues, automate answers, and convert leads efficiently. Elevate your online presence and build lasting customer relationships with Chatway. **Average Rating:** 4.9/5.0 **Total Reviews:** 91 **How Do G2 Users Rate Chatway Live Chat?** - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.0/10) - **Customization :** 9.2/10 (Category avg: 8.4/10) **Who Is the Company Behind Chatway Live Chat?** - **Seller:** [Chatway](https://www.g2.com/sellers/chatway) - **Year Founded:** 2014 - **HQ Location:** Tel Aviv, IL - **Twitter:** @chatway_inc (12 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/5812499/ (4 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Owner, Founder - **Top Industries:** Leisure, Travel & Tourism, Retail - **Company Size:** 91% Small-Business, 3% Mid-Market #### What Are Chatway Live Chat's Pros and Cons? **Pros:** - Ease of Use (24 reviews) - Customer Support (12 reviews) - Easy Setup (12 reviews) - Features (9 reviews) - Simple (9 reviews) **Cons:** - Limited Customization (3 reviews) - Expensive (2 reviews) - Limitations (2 reviews) - Chatbot Issues (1 reviews) - Integration Issues (1 reviews) ### What Do G2 Reviewers Say About Chatway Live Chat? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Chatway Live Chat, thanks to its user-friendly interface and helpful resources. - Users praise the **amazing customer support** of Chatway Live Chat, highlighting its speed and quality. - Users love the **easy setup** of Chatway Live Chat, making it perfect for teams seeking efficiency without complexity. - Users value the **easy integration and customization** of Chatway Live Chat, making setup and support seamless. - Users appreciate the **simplicity and ease of use** of Chatway Live Chat, making it ideal for any website. **Cons:** - Users desire greater **customization options** for the chat widget's design and functionality to enhance their experience. - Users find the **pricing to be expensive** with a flat rate, despite appreciating the 14-day free trial. - Users note the **limits of the free version** , including single-user access and a 30-day chat history restriction. - Users express dissatisfaction with **limited chatbot functionality** , particularly the inability to create preset responses for customers. - Users experience **integration issues** that hinder flexibility and limit customization options for a smoother live chat experience. #### What Are Recent G2 Reviews of Chatway Live Chat? **"[Simple and Effective Live Chat for Customer Support](https://www.g2.com/survey_responses/chatway-live-chat-review-12672429)"** **Rating:** 5.0/5.0 stars *— salman i.* [Read full review](https://www.g2.com/survey_responses/chatway-live-chat-review-12672429) --- **"[Solves 95% of our support requests on it's own](https://www.g2.com/survey_responses/chatway-live-chat-review-12468903)"** **Rating:** 5.0/5.0 stars *— Moshe F S.* [Read full review](https://www.g2.com/survey_responses/chatway-live-chat-review-12468903) --- ### 2. [Comm100](https://www.g2.com/products/comm100-network-corporation-comm100/reviews) Comm100 is a global provider of AI-powered omnichannel customer support software designed to help organizations across commercial, government, and nonprofit sectors deliver seamless and consistent customer service. With a diverse clientele that includes notable names such as Rackspace, Stanford University, and Global Affairs Canada, Comm100 provides a robust platform that integrates multiple communication channels, ensuring that users can engage with their customers effectively, regardless of the medium. The Comm100 platform consolidates various support channels, including live chat, email, social media, secure messaging, and self-service resources, into a single, unified experience. This integration enhances visibility and streamlines workflows, allowing support teams to manage conversations efficiently and respond to inquiries promptly. By centralizing interactions, organizations can maintain a consistent service level across different channels, catering to a wide range of audiences and handling varying interaction volumes without compromising quality. One of the standout features of Comm100 is its advanced AI capabilities, which are woven throughout the platform to boost both productivity and performance for support teams. The software includes agentic tools designed to assist with routine interactions, enabling human agents to focus on more complex inquiries. Additionally, AI-driven quality assurance mechanisms help uphold service standards, while data-driven insights provide valuable information on trends and performance gaps. These features support continuous improvement initiatives, allowing organizations to refine their customer service strategies over time. Comm100 is built with flexibility, reliability, and scalability in mind, making it suitable for organizations operating in complex service environments that demand high levels of security, compliance, and uptime. The platform is adaptable to various operational models, ensuring that organizations can maintain stability and governance while meeting their unique service requirements. This adaptability is crucial for organizations looking to enhance their customer engagement strategies without sacrificing control or oversight. By combining intelligent automation with human-led service, Comm100 empowers organizations to foster stronger customer relationships, improve productivity, and achieve superior support outcomes at scale. This balanced approach not only helps organizations meet increasing service expectations but also supports long-term strategies for resilience and growth. Furthermore, leadership teams can leverage reliable analytics and actionable insights to measure performance, optimize resources, and make informed decisions across channels and teams, ultimately enhancing the overall customer experience in today’s dynamic digital landscape. **Average Rating:** 4.4/5.0 **Total Reviews:** 52 **How Do G2 Users Rate Comm100?** - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.0/10) - **Customization :** 8.2/10 (Category avg: 8.4/10) **Who Is the Company Behind Comm100?** - **Seller:** [Comm100 Network Corporation](https://www.g2.com/sellers/comm100-network-corporation) - **Company Website:** https://www.comm100.com - **Year Founded:** 2009 - **HQ Location:** Vancouver, Canada - **Twitter:** @Comm100 (4,688 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/comm100-network-corporation/ (88 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Gambling & Casinos - **Company Size:** 48% Small-Business, 37% Mid-Market #### What Are Comm100's Pros and Cons? **Pros:** - Features (9 reviews) - Ease of Use (8 reviews) - Helpful (7 reviews) - Customer Support (5 reviews) - Efficiency (5 reviews) **Cons:** - Chatbot Issues (2 reviews) - Improvements Needed (2 reviews) - Integration Issues (2 reviews) - Issue Resolution (2 reviews) - Update Issues (2 reviews) ### What Do G2 Reviewers Say About Comm100? *AI-generated summary from verified user reviews* **Pros:** - Users value the **intuitive interface and robust AI features** of Comm100, enhancing customer support efficiency and effectiveness. - Users find Comm100's system to be **very easy to use** , with an intuitive design enhancing their customer support experience. - Users find Comm100 **incredibly helpful** for seamless customer support and effective management of inquiries. - Users value the **responsive and supportive customer support** from Comm100, enhancing their overall user experience. - Users appreciate the **efficiency** of Comm100, enabling quick responses and smooth handling of customer inquiries. **Cons:** - Users experience **chatbot issues** with Comm100, as the AI struggles to resolve inquiries effectively when agents are unavailable. - Users feel that the **lack of updates** hinders Comm100's potential for smarter personalization and better integrations. - Users struggle with **integration issues** in Comm100, especially with HubSpot, affecting user experience and functionality. - Users find that the **AI chatbot struggles with issue resolution** during agent unavailability, affecting customer support effectiveness. - Users are frustrated by the **lack of update options** , hindering efficient management of user segments in Comm100. #### What Are Recent G2 Reviews of Comm100? **"[Easy Onboarding, User-Friendly Interface, and Straightforward Salesforce Integration](https://www.g2.com/survey_responses/comm100-review-12855831)"** **Rating:** 4.5/5.0 stars *— Verified User in Sports* [Read full review](https://www.g2.com/survey_responses/comm100-review-12855831) --- **"[Responsive Support and a Smooth Desktop Experience](https://www.g2.com/survey_responses/comm100-review-12885472)"** **Rating:** 5.0/5.0 stars *— Brian M.* [Read full review](https://www.g2.com/survey_responses/comm100-review-12885472) --- #### What Are G2 Users Discussing About Comm100? - [What is Comm100 Live Chat used for?](https://www.g2.com/discussions/what-is-comm100-live-chat-used-for) - [Is live chat app safe?](https://www.g2.com/discussions/is-live-chat-app-safe) - [What is chat customer service?](https://www.g2.com/discussions/what-is-chat-customer-service) - [How do I manage live chat?](https://www.g2.com/discussions/how-do-i-manage-live-chat) - [Which live chat software is best?](https://www.g2.com/discussions/which-live-chat-software-is-best) ### 3. [Complaints Pro](https://www.g2.com/products/complaints-pro/reviews) Complaints Pro is a cloud software that helps you handle every customer complaint timely and efficiently, then it aggregates customer insights empowering you to improve your products and processes. **Average Rating:** 4.3/5.0 **Total Reviews:** 12 **How Do G2 Users Rate Complaints Pro?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.0/10) - **Workflow:** 9.2/10 (Category avg: 8.7/10) - **Customization :** 9.3/10 (Category avg: 8.4/10) - **Customer Portal:** 9.2/10 (Category avg: 8.6/10) **Who Is the Company Behind Complaints Pro?** - **Seller:** [Coretec Solutions](https://www.g2.com/sellers/coretec-solutions) - **Year Founded:** 2002 - **HQ Location:** Nairobi, Kenya - **LinkedIn® Page:** https://www.linkedin.com/company/2250948 (1 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 50% Mid-Market, 50% Small-Business #### What Are Complaints Pro's Pros and Cons? **Pros:** - Automation (2 reviews) - Efficiency (2 reviews) - Tracking (2 reviews) - Automated Responses (1 reviews) - Email Management (1 reviews) **Cons:** - Email Issues (1 reviews) - Expensive (1 reviews) - Missing Features (1 reviews) - Reply Issues (1 reviews) - Technical Issues (1 reviews) ### What Do G2 Reviewers Say About Complaints Pro? *AI-generated summary from verified user reviews* **Pros:** - Users value the **automation features** of Complaints Pro, enhancing efficiency and minimizing risks in their feedback processes. - Users value the **efficiency** of Complaints Pro, which automates processes and saves valuable time in feedback collection. - Users value the **tracking features** of Complaints Pro, enhancing efficiency in gathering and managing feedback effectively. - Users value the **automated responses** for timely complaint handling and efficient updates throughout the process. - Users value the **timely features** of Complaints Pro, enhancing automation and efficiency in gathering feedback. **Cons:** - Users face **email issues** with Complaints Pro, as complaint numbers often land in junk folders or aren't sent at all. - Users find the pricing of Complaints Pro to be **on the higher end** , suggesting a need for improvement. - Users face challenges with **missing features** in Complaints Pro, leading to issues in complaint notifications and tracking. - Users face **reply issues** , with complaint emails often landing in junk folders or not being sent at all. - Users often face **technical issues** with complaint number emails, causing confusion and difficulties in tracking complaints. #### What Are Recent G2 Reviews of Complaints Pro? **"[It's a great platform..](https://www.g2.com/survey_responses/complaints-pro-review-9335774)"** **Rating:** 4.5/5.0 stars *— pankaj k.* [Read full review](https://www.g2.com/survey_responses/complaints-pro-review-9335774) --- **"[Complaints Pro - Review For the Great Cloud Software](https://www.g2.com/survey_responses/complaints-pro-review-10146895)"** **Rating:** 5.0/5.0 stars *— Verified User in Staffing and Recruiting* [Read full review](https://www.g2.com/survey_responses/complaints-pro-review-10146895) --- #### What Are G2 Users Discussing About Complaints Pro? - [What is Complaints Pro used for?](https://www.g2.com/discussions/what-is-complaints-pro-used-for) ### 4. [Extension for Jira Service Management](https://www.g2.com/products/extension-for-jira-service-management/reviews) Customize Jira Service Management projects and Customer Portals flexibly. Spoil your customers with a smooth service process thanks to our feature bundle. Contact Us **Average Rating:** 4.5/5.0 **Total Reviews:** 7 **How Do G2 Users Rate Extension for Jira Service Management?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.0/10) - **Workflow:** 8.0/10 (Category avg: 8.7/10) - **Customization :** 9.0/10 (Category avg: 8.4/10) - **Customer Portal:** 9.3/10 (Category avg: 8.6/10) **Who Is the Company Behind Extension for Jira Service Management?** - **Seller:** [Deviniti](https://www.g2.com/sellers/deviniti) - **Year Founded:** 2004 - **HQ Location:** Wrocław, Dolnośląskie - **Twitter:** @deviniti_voice (806 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/deviniti/about/ (266 employees on LinkedIn®) - **Ownership:** NASDAQ: TEAM **Who Uses This Product?** - **Company Size:** 57% Mid-Market, 43% Small-Business #### What Are Extension for Jira Service Management's Pros and Cons? **Pros:** - Efficiency (2 reviews) - Flexibility (2 reviews) - Customizability (1 reviews) - Customization (1 reviews) - Easy Access (1 reviews) **Cons:** - Limited Customization (2 reviews) - Steep Learning Curve (2 reviews) - Poor Performance (1 reviews) - Time-Consumption (1 reviews) ### What Do G2 Reviewers Say About Extension for Jira Service Management? *AI-generated summary from verified user reviews* **Pros:** - Users value the **enhanced efficiency** of the Extension for Jira Service Management, benefiting from improved workflows and performance. - Users value the **flexibility** of Extension for Jira Service Management, allowing customized workflows and enhanced user experience. - Users value the **extensive customizability** of the Extension for Jira Service Management, enhancing efficiency and customer satisfaction. - Users value the **enhanced customization** of Extension for Jira Service Management, boosting efficiency and customer experience significantly. - Users appreciate the **easy access** provided by Extension for Jira Service Management, enhancing their overall experience and efficiency. **Cons:** - Users find **limited customization options** challenging, often requiring additional time and expertise for advanced setup. - Users find the **steep learning curve** challenging, needing time and expertise for effective use and customization. - Users struggle with **poor performance** , facing challenges like a complex learning curve and UI/UX limitations. - Users find the **time-consuming setup** challenging, needing significant expertise for advanced customizations in Extension for Jira Service Management. #### What Are Recent G2 Reviews of Extension for Jira Service Management? **"[Enhance the capabilities of Jira Service Management](https://www.g2.com/survey_responses/extension-for-jira-service-management-review-10713188)"** **Rating:** 5.0/5.0 stars *— Verified User in Computer Software* [Read full review](https://www.g2.com/survey_responses/extension-for-jira-service-management-review-10713188) --- **"[Easy way to manage all](https://www.g2.com/survey_responses/extension-for-jira-service-management-review-11028249)"** **Rating:** 4.5/5.0 stars *— Valeria M.* [Read full review](https://www.g2.com/survey_responses/extension-for-jira-service-management-review-11028249) --- ### 5. [HelpDesk for Jira - Customer Portal and SLA](https://www.g2.com/products/helpdesk-for-jira-customer-portal-and-sla/reviews) HelpDesk: free unlimited customers, core & software users as agents, customer portal, SLA, comment templates and much more **Average Rating:** 4.5/5.0 **Total Reviews:** 7 **How Do G2 Users Rate HelpDesk for Jira - Customer Portal and SLA?** - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.0/10) - **Workflow:** 9.7/10 (Category avg: 8.7/10) - **Customization :** 8.9/10 (Category avg: 8.4/10) - **Customer Portal:** 8.8/10 (Category avg: 8.6/10) **Who Is the Company Behind HelpDesk for Jira - Customer Portal and SLA?** - **Seller:** [Atlassian](https://www.g2.com/sellers/atlassian) - **Year Founded:** 2002 - **HQ Location:** Sydney and San Francisco - **Twitter:** @Atlassian (106,496 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/atlassian (21,081 employees on LinkedIn®) - **Ownership:** NASDAQ:TEAM **Who Uses This Product?** - **Company Size:** 43% Small-Business, 43% Mid-Market #### What Are HelpDesk for Jira - Customer Portal and SLA's Pros and Cons? **Pros:** - Automation (2 reviews) - Call Management (1 reviews) - Channel Management (1 reviews) - Customizability (1 reviews) - Easy Access (1 reviews) **Cons:** - Complex Administration (1 reviews) - Dashboard Issues (1 reviews) - Inadequate AI Features (1 reviews) - Limited Customization (1 reviews) - Limited Features (1 reviews) ### What Do G2 Reviewers Say About HelpDesk for Jira - Customer Portal and SLA? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **automation and real-time monitoring** of HelpDesk for Jira, enhancing ticket management and service efficiency. - Users value the **intuitive multi-channel support** in HelpDesk for Jira, enhancing ticket creation and tracking effectiveness. - Users appreciate the **multi-channel support** of HelpDesk for Jira, facilitating easy ticket creation and tracking. - Users value the **highly customizable workflows** in HelpDesk for Jira, tailoring solutions to fit their ITSM requirements. - Users appreciate the **easy access** to tickets in one location, enjoying seamless management and real-time monitoring. **Cons:** - Users find **complex administration** overwhelming, requiring technical expertise for customization and advanced SLA configurations. - Users face issues with **dashboard refreshes** needing manual updates, complicating tracking and responsiveness in Jira. - Users find the **inadequate AI features** in HelpDesk for Jira limit functionality and complicate automation and customization. - Users find the **limited customization** options for the HelpDesk portal challenging, often needing technical skills for setups. - Users find the **limited features** of HelpDesk restrict customizations and complicate the overall user experience. #### What Are Recent G2 Reviews of HelpDesk for Jira - Customer Portal and SLA? **"[Helpdesk for Jira review in Large Communication Organization](https://www.g2.com/survey_responses/helpdesk-for-jira-customer-portal-and-sla-review-10605584)"** **Rating:** 5.0/5.0 stars *— Salman Z.* [Read full review](https://www.g2.com/survey_responses/helpdesk-for-jira-customer-portal-and-sla-review-10605584) --- **"[Fast, Easy, and a Great Interface](https://www.g2.com/survey_responses/helpdesk-for-jira-customer-portal-and-sla-review-9143235)"** **Rating:** 5.0/5.0 stars *— Dziugas A.* [Read full review](https://www.g2.com/survey_responses/helpdesk-for-jira-customer-portal-and-sla-review-9143235) --- ### 6. [Herodesk](https://www.g2.com/products/herodesk/reviews) Herodesk is the simple helpdesk solution for your everyday customer success heroes. Many small and mid-sized businesses struggle with their customer service. At Herodesk, we’ve created a simple and affordable customer support tool that lets you organize your customer support in one place. With our tool you’ll regain control of your customer support and never miss another customer question, leading to happy and loyal customers. **Average Rating:** 5.0/5.0 **Total Reviews:** 7 **How Do G2 Users Rate Herodesk?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.0/10) - **Workflow:** 9.2/10 (Category avg: 8.7/10) - **Customization :** 8.6/10 (Category avg: 8.4/10) - **Customer Portal:** 10.0/10 (Category avg: 8.6/10) **Who Is the Company Behind Herodesk?** - **Seller:** [Herodesk](https://www.g2.com/sellers/herodesk) - **Year Founded:** 2023 - **HQ Location:** Aarhus, DK - **Twitter:** @herodeskio (19 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/herodeskio (4 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Small-Business #### What Are Herodesk's Pros and Cons? **Pros:** - Features (4 reviews) - Ease of Use (3 reviews) - Customer Support (2 reviews) - Easy Integrations (2 reviews) - Integrations (2 reviews) ### What Do G2 Reviewers Say About Herodesk? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **user-friendly design** and innovative features of Herodesk, enhancing their customer support experience. - Users appreciate the **ease of use** of Herodesk, praising its sleek design and seamless integration with e-commerce platforms. - Users commend the **responsive customer support** at HeroDesk, ensuring timely assistance and satisfaction for their businesses. - Users highlight the **seamless integration** with e-commerce platforms, streamlining customer service and enhancing operational efficiency. - Users value the **seamless integration** with their webshop, enhancing efficiency and improving customer service management. #### What Are Recent G2 Reviews of Herodesk? **"[Great software](https://www.g2.com/survey_responses/herodesk-review-10914002)"** **Rating:** 5.0/5.0 stars *— Casper B.* [Read full review](https://www.g2.com/survey_responses/herodesk-review-10914002) --- **"[Easy to use live chat and AI features](https://www.g2.com/survey_responses/herodesk-review-10929976)"** **Rating:** 5.0/5.0 stars *— Verified User in Computer Software* [Read full review](https://www.g2.com/survey_responses/herodesk-review-10929976) --- ### 7. [Pega Customer Service](https://www.g2.com/products/pegasystems-pega-customer-service/reviews) Pega Customer Service is an advanced customer relationship management (CRM) application designed to streamline and enhance customer interactions for large enterprises. By integrating artificial intelligence (AI), automation, and real-time decision-making, it enables organizations to deliver personalized, efficient, and consistent service experiences across multiple channels. This solution not only improves customer satisfaction but also boosts operational efficiency by automating routine tasks and guiding customer service representatives (CSRs) through complex processes. Key Features and Functionality: - AI-Driven Case Management: Utilizes AI to automate case assignments, provide intelligent suggestions, and perform predictive analyses, ensuring efficient issue resolution and consistent customer experiences. - Omni-Channel Support: Offers a unified interface for managing customer interactions across various channels, including phone, email, chat, social media, and web self-service portals, ensuring seamless communication and service delivery. - Real-Time Assistance and Guidance: Equips CSRs with contextual insights and dynamic knowledge bases, enabling them to deliver timely and personalized support during customer interactions. - Unified Messaging Capabilities: Provides a single dashboard for agents to manage communications across multiple messaging platforms, such as WhatsApp, Facebook Messenger, Apple Business Chat, Twitter, SMS, and web chat, enhancing workflow efficiency and consistency. - Industry-Specific Solutions: Offers tailored editions for sectors like healthcare, financial services, insurance, and communications, incorporating industry-specific micro-journeys and data models to deliver cost-effective, high-quality customer service. Primary Value and Problem Solved: Pega Customer Service addresses the challenges of delivering fast, consistent, and seamless customer service experiences in large organizations. By breaking down silos and integrating AI-driven automation, it reduces customer effort, decreases contact center volume, and enhances the efficiency of CSRs. The platform's ability to provide personalized, context-aware interactions across multiple channels ensures higher customer satisfaction and loyalty. Additionally, its adaptability allows businesses to evolve their service delivery in response to changing customer expectations and market dynamics, thereby future-proofing their customer engagement strategies. **Average Rating:** 4.3/5.0 **Total Reviews:** 12 **How Do G2 Users Rate Pega Customer Service?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.0/10) - **Workflow:** 6.7/10 (Category avg: 8.7/10) - **Customization :** 5.0/10 (Category avg: 8.4/10) - **Customer Portal:** 6.7/10 (Category avg: 8.6/10) **Who Is the Company Behind Pega Customer Service?** - **Seller:** [Pegasystems](https://www.g2.com/sellers/pegasystems) - **Year Founded:** 1983 - **HQ Location:** Cambridge, MA - **Twitter:** @pega (45,022 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/pegasystems (5,558 employees on LinkedIn®) - **Ownership:** NASDAQ:PEGA **Who Uses This Product?** - **Company Size:** 54% Enterprise, 31% Small-Business #### What Are Pega Customer Service's Pros and Cons? **Pros:** - Ease of Use (2 reviews) - AI Efficiency (1 reviews) - AI Technology (1 reviews) - Artificial Intelligence (1 reviews) - Case Management (1 reviews) **Cons:** - Limited Features (3 reviews) - Integration Issues (2 reviews) - Complex Usability (1 reviews) - Inadequate Reporting (1 reviews) - Interface Issues (1 reviews) ### What Do G2 Reviewers Say About Pega Customer Service? *AI-generated summary from verified user reviews* **Pros:** - Users find the **ease of use** in Pega Customer Service enhances their workflow and overall experience significantly. - Users appreciate the **AI-powered guidance** in Pega Customer Service, enhancing agent interactions and overall efficiency. - Users highlight the **AI-powered guidance** that enhances agent interactions, boosting accuracy and overall customer satisfaction. - Users value the **AI-powered guidance** that enhances interaction efficiency and improves customer satisfaction seamlessly. - Users value the **robust case management** capabilities of Pega Customer Service for seamlessly orchestrating customer interactions. **Cons:** - Users find the **limited out-of-the-box reports** inadequate, requiring additional effort to create meaningful data insights. - Users experience **integration issues** with Pega Customer Service, affecting AI support and scalability for production builds. - Users struggle with a **steep learning curve** , finding the interface intimidating and time-consuming for new users. - Users find the **limited out-of-the-box reports** frustrating, necessitating extra effort for meaningful data insights. - Users report **interface issues** that can be intimidating and affect overall performance and user experience. #### What Are Recent G2 Reviews of Pega Customer Service? **"[Smart, Scalable, but Needs a Smoother Ride](https://www.g2.com/survey_responses/pega-customer-service-review-11489682)"** **Rating:** 4.5/5.0 stars *— Sushaen V.* [Read full review](https://www.g2.com/survey_responses/pega-customer-service-review-11489682) --- **"[Awesome Customer Engagement](https://www.g2.com/survey_responses/pega-customer-service-review-8682351)"** **Rating:** 5.0/5.0 stars *— Ricardo B.* [Read full review](https://www.g2.com/survey_responses/pega-customer-service-review-8682351) --- #### What Are G2 Users Discussing About Pega Customer Service? - [What does Pega Customer Service do?](https://www.g2.com/discussions/what-does-pega-customer-service-do) - [What is PEGA customer decision Hub?](https://www.g2.com/discussions/what-is-pega-customer-decision-hub) - [What is PEGA software used for?](https://www.g2.com/discussions/what-is-pega-software-used-for) ### 8. [Simplydesk](https://www.g2.com/products/simplydesk-simplydesk/reviews) SimplyDesk is a French and international ITSM & ITAM software designed to help businesses streamline their IT operations. It provides tools for ticketing, incident management, asset tracking, and service requests, making IT teams more efficient. Key Features of SimplyDesk: ✔ Helpdesk & Ticketing – Centralized management of IT requests and incidents. ✔ IT Asset Management – Track and manage hardware, software, and licenses. ✔ Automation & Workflows – Automate repetitive tasks to improve efficiency. ✔ Reporting & Analytics – Gain insights into IT performance with customizable reports. ✔ User-Friendly Interface – Designed for easy adoption with minimal training. ✔ Cloud-Based & Secure – Accessible from anywhere with high data security. 💡 SimplyDesk is ideal for businesses looking to optimize their IT support, improve visibility on assets, and enhance overall service quality. **Average Rating:** 4.6/5.0 **Total Reviews:** 7 **How Do G2 Users Rate Simplydesk?** - **Workflow:** 9.7/10 (Category avg: 8.7/10) - **Customization :** 9.4/10 (Category avg: 8.4/10) - **Customer Portal:** 9.7/10 (Category avg: 8.6/10) **Who Is the Company Behind Simplydesk?** - **Seller:** [Simplydesk](https://www.g2.com/sellers/simplydesk) - **Year Founded:** 1994 - **HQ Location:** LYON, FR - **LinkedIn® Page:** https://www.linkedin.com/company/simplydesk/ (24 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 83% Mid-Market, 17% Small-Business #### What Are Simplydesk's Pros and Cons? **Pros:** - Automated Responses (1 reviews) - Automation (1 reviews) - Customer Support (1 reviews) - Helpful (1 reviews) - Intuitive (1 reviews) **Cons:** - Limited Customization (1 reviews) - Missing Features (1 reviews) - Time Delays (1 reviews) ### What Do G2 Reviewers Say About Simplydesk? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **automated responses** of Simplydesk, noting their effectiveness in streamlining ticketing and asset management. - Users appreciate the **automation features** of Simplydesk, noting the smooth ticketing system and intuitive interface. - Users find Simplydesk's **customer support** to be reliable and effective in meeting their needs effectively. - Users find SimplyDesk to be a **reliable and stable service desk software** that effectively meets customer needs. - Users rave about the **intuitive interface** of Simplydesk, enabling quick team onboarding and seamless ticketing. **Cons:** - Users note the **limited customization** of Simplydesk's reporting module, requiring manual tweaks for specific metrics. - Users find the **reporting module lacks customization** , requiring manual tweaks for desired metrics. - Users find the **time delays during initial setup** to be frustrating, impacting the overall experience with Simplydesk. #### What Are Recent G2 Reviews of Simplydesk? **"[Efficient Helpdesk Tool, ITSM](https://www.g2.com/survey_responses/simplydesk-review-10826824)"** **Rating:** 4.5/5.0 stars *— Aurore P.* [Read full review](https://www.g2.com/survey_responses/simplydesk-review-10826824) --- **"[Streamlined Our IT Support — Great Tool for Growing Teams](https://www.g2.com/survey_responses/simplydesk-review-11227022)"** **Rating:** 5.0/5.0 stars *— Jose Gerardo R.* [Read full review](https://www.g2.com/survey_responses/simplydesk-review-11227022) --- ### 9. [Cx MOMENTS](https://www.g2.com/products/cx-moments/reviews) Cx MOMENTS AI to automatically analyse and categorize customer tickets and better escalate issues to other teams, detect topics for agents training and proritize self-service content. **Average Rating:** 4.4/5.0 **Total Reviews:** 6 **How Do G2 Users Rate Cx MOMENTS?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.0/10) **Who Is the Company Behind Cx MOMENTS?** - **Seller:** [Cx MOMENTS](https://www.g2.com/sellers/cx-moments) - **Year Founded:** 2012 - **HQ Location:** Dublin 8, County Dublin, Ireland - **Twitter:** @CxMoments (213 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/scorebuddy (55 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 83% Small-Business, 17% Mid-Market #### What Are Recent G2 Reviews of Cx MOMENTS? **"[Really insightful, needs continued work on the UI](https://www.g2.com/survey_responses/cx-moments-review-6636320)"** **Rating:** 4.0/5.0 stars *— Miles D.* [Read full review](https://www.g2.com/survey_responses/cx-moments-review-6636320) --- **"[It has helped me drive CX improvements](https://www.g2.com/survey_responses/cx-moments-review-6580698)"** **Rating:** 5.0/5.0 stars *— Alex R.* [Read full review](https://www.g2.com/survey_responses/cx-moments-review-6580698) --- #### What Are G2 Users Discussing About Cx MOMENTS? - [What is Cx MOMENTS used for?](https://www.g2.com/discussions/what-is-cx-moments-used-for) ### 10. [Giva](https://www.g2.com/products/giva/reviews) Giva is a cloud-based IT help desk that offers ticketing, knowledgebase, hardware/software asset management, change management, dashboards, self-service portal, user satisfaction surveys, reporting and a mobile app at a very affordable price. Giva is intuitive and easy-to-use and can be deploy in just days and only 1 hour of training is required. Giva features robust, fast & painless reporting for higher quality decision making. With Giva’s Reporting and Dashboards you can quickly measure team productivity, responsiveness and user satisfaction creating a positive feedback loop. Giva is highly customizable without any programming and it’s very intuitive and simple to configure with default settings to get you started. Automated workflows eliminate many manual tasks such as converting emails into tickets and on/off boarding. Auto routing/assignments save time. Service level agreements with automatic escalations save time and increase User satisfaction. Many fast to deploy integration options are available including LDAP. Giva’s homepage dashboard helps prioritize your team’s efforts to keep them focused on the most important user issues. 24/7 USA-based technical support. New product releases every 3 weeks using Agile software development. Pricing is per technician. **Average Rating:** 4.8/5.0 **Total Reviews:** 9 **How Do G2 Users Rate Giva?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.0/10) - **Workflow:** 10.0/10 (Category avg: 8.7/10) - **Customization :** 9.4/10 (Category avg: 8.4/10) - **Customer Portal:** 10.0/10 (Category avg: 8.6/10) **Who Is the Company Behind Giva?** - **Seller:** [Giva](https://www.g2.com/sellers/giva-542ebd70-c180-4727-a13d-5f2f7c2f27b0) - **Year Founded:** 1999 - **HQ Location:** Sunnyvale, US - **Twitter:** @GivaHelpDesk (1 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/givainc/ (2 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 33% Enterprise, 33% Mid-Market #### What Are Giva's Pros and Cons? **Pros:** - Ease of Use (4 reviews) - Customer Satisfaction (3 reviews) - Workflow Efficiency (3 reviews) - Business Efficiency (2 reviews) - Efficiency (2 reviews) **Cons:** - Ticketing Issues (2 reviews) - Inefficiency (1 reviews) - Limited Features (1 reviews) - Limited Integrations (1 reviews) - Missing Features (1 reviews) ### What Do G2 Reviewers Say About Giva? *AI-generated summary from verified user reviews* **Pros:** - Users highlight the **ease of use** of Giva, appreciating its intuitive design and seamless setup for efficient ticket management. - Users note that Giva enhances **customer satisfaction** by improving communication and fostering empathetic relationships with clients. - Users value the **workflow efficiency** of Giva, streamlining requests and communication while improving customer satisfaction. - Users commend Giva for its **business efficiency** , facilitating quick issue resolution and accountability across diverse applications. - Users value Giva's **efficiency** in managing tickets and resolving issues swiftly across a large organizational framework. **Cons:** - Users report **ticketing issues** with email integration, preferring a unified system for better efficiency. - Users find Giva's lack of a **round robin ticketing component** inefficient, requiring them to switch to other programs. - Users find the **limited features** of Giva eHelpDesk frustrating, wishing for integrated options like round robin ticketing. - Users desire a **round robin ticketing component** in Giva eHelpDesk for better efficiency and to avoid using separate programs. - Users desire a **round robin ticketing component** in Giva eHelpDesk for a more streamlined and efficient experience. #### What Are Recent G2 Reviews of Giva? **"[Giva as a HIPAA Compliant Resource](https://www.g2.com/survey_responses/giva-review-12097998)"** **Rating:** 5.0/5.0 stars *— Kristin W.* [Read full review](https://www.g2.com/survey_responses/giva-review-12097998) --- **"[Reliable, Affordable Service Management That Streamlined Reporting and Service Desk Efficiency](https://www.g2.com/survey_responses/giva-review-12544692)"** **Rating:** 5.0/5.0 stars *— Diane A.* [Read full review](https://www.g2.com/survey_responses/giva-review-12544692) --- #### What Are G2 Users Discussing About Giva? - [What is Giva eHelpDesk used for?](https://www.g2.com/discussions/what-is-giva-ehelpdesk-used-for) ### 11. [Helprace](https://www.g2.com/products/helprace/reviews) Helprace allows any company out there to offer spectacular customer service in an all-in-one platform. Helprace tightly integrates the necessary tools you need to offer amazing support. Tickets, Email Management, Customer Community, Feedback, Docs & Knowledge Base. Only pay for what you need & customize your help desk and user portal to your exact wishes. **Average Rating:** 4.4/5.0 **Total Reviews:** 8 **How Do G2 Users Rate Helprace?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.0/10) - **Workflow:** 9.2/10 (Category avg: 8.7/10) - **Customization :** 8.9/10 (Category avg: 8.4/10) - **Customer Portal:** 9.6/10 (Category avg: 8.6/10) **Who Is the Company Behind Helprace?** - **Seller:** [Helprace](https://www.g2.com/sellers/helprace) - **Year Founded:** 2011 - **HQ Location:** Tampa, FL - **Twitter:** @helpracing (2,833 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/helprace (3 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 50% Small-Business, 38% Mid-Market #### What Are Helprace's Pros and Cons? **Pros:** - Workflows (2 reviews) - Communication (1 reviews) - Customer Support (1 reviews) - Ease of Use (1 reviews) - Easy Access (1 reviews) **Cons:** - Limited Features (2 reviews) - Interface Issues (1 reviews) - Limited Analytics (1 reviews) - Limited Functionality (1 reviews) - Limited Options (1 reviews) ### What Do G2 Reviewers Say About Helprace? *AI-generated summary from verified user reviews* **Pros:** - Users value the **smooth workflows** of Helprace, which enhance productivity and streamline customer support operations. - Users value the **effective communication** in Helprace, enhancing workflows and consolidating customer support interactions seamlessly. - Users appreciate the **effective organization of customer support** in Helprace, enhancing workflow and communication. - Users value the **intuitive interface** of Helprace, which simplifies navigation for both customers and support agents. - Users appreciate the **easy access** that Helprace provides, streamlining customer support and enhancing communication. **Cons:** - Users find **limited features** in Helprace, hindering their ability to analyze key metrics effectively. - Users note the **mobile interface limitations** in Helprace, affecting usability and support request management. - Users find the **limited analytics** insufficient for detailed examination of key metrics like agent effectiveness and ticket resolution. - Users find Helprace's **limited functionality** frustrating, particularly regarding the mobile interface and support request features. - Users express concern over **limited options** for analytics, lacking detailed insights into agent performance and ticket resolution. #### What Are Recent G2 Reviews of Helprace? **"[Customer service never been this easy!](https://www.g2.com/survey_responses/helprace-review-8927776)"** **Rating:** 5.0/5.0 stars *— Bashar H.* [Read full review](https://www.g2.com/survey_responses/helprace-review-8927776) --- **"[Listening to Customer Service with a Powerful, User-Friendly Tool](https://www.g2.com/survey_responses/helprace-review-9560281)"** **Rating:** 4.0/5.0 stars *— Imran A.* [Read full review](https://www.g2.com/survey_responses/helprace-review-9560281) --- #### What Are G2 Users Discussing About Helprace? - [What is Helprace used for?](https://www.g2.com/discussions/what-is-helprace-used-for) ### 12. [Hesk](https://www.g2.com/products/hesk/reviews) Hesk is a helpdesk, and customer support. It has features like centralized support system where you can organize, prioritize and track ticket category, ticket urgency and current status. **Average Rating:** 4.7/5.0 **Total Reviews:** 6 **How Do G2 Users Rate Hesk?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.0/10) - **Workflow:** 9.0/10 (Category avg: 8.7/10) - **Customization :** 4.3/10 (Category avg: 8.4/10) - **Customer Portal:** 9.7/10 (Category avg: 8.6/10) **Who Is the Company Behind Hesk?** - **Seller:** [Klemen Stirn](https://www.g2.com/sellers/klemen-stirn) - **HQ Location:** N/A - **Twitter:** @HESKdotCOM (720 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 50% Small-Business, 33% Mid-Market #### What Are Recent G2 Reviews of Hesk? **"[Empowering Customer Service unveiling the power of HESK](https://www.g2.com/survey_responses/hesk-review-9101855)"** **Rating:** 4.5/5.0 stars *— Muhammad Naveed, D.* [Read full review](https://www.g2.com/survey_responses/hesk-review-9101855) --- **"[Hesk helpdesk helps me helps me help my users](https://www.g2.com/survey_responses/hesk-review-8893777)"** **Rating:** 5.0/5.0 stars *— Ricky N.* [Read full review](https://www.g2.com/survey_responses/hesk-review-8893777) --- #### What Are G2 Users Discussing About Hesk? - [How do you use help desk?](https://www.g2.com/discussions/how-do-you-use-help-desk) - [What the HESK?](https://www.g2.com/discussions/what-the-hesk) - [What is help desk software used for?](https://www.g2.com/discussions/what-is-help-desk-software-used-for) ### 13. [IntraService](https://www.g2.com/products/intraservice/reviews) IntraService will allow you to bring your customers support to the brand new level with minimal costs. Our system is extremely easy in implementation and user-friendly. It can be deployed and configured in a single day as on permise solution and instantly ready to use in a SaaS version. System meets ITIL recommendations. **Average Rating:** 4.3/5.0 **Total Reviews:** 6 **How Do G2 Users Rate IntraService?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.0/10) - **Workflow:** 9.2/10 (Category avg: 8.7/10) - **Customization :** 9.2/10 (Category avg: 8.4/10) - **Customer Portal:** 9.2/10 (Category avg: 8.6/10) **Who Is the Company Behind IntraService?** - **Seller:** [IntraVision](https://www.g2.com/sellers/intravision) - **Year Founded:** 2004 - **HQ Location:** Russia - **LinkedIn® Page:** https://www.linkedin.com/company/intravision_2/ (27 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 67% Enterprise, 33% Small-Business #### What Are Recent G2 Reviews of IntraService? **"[Best for Monetary and asset management](https://www.g2.com/survey_responses/intraservice-review-6595914)"** **Rating:** 4.5/5.0 stars *— FaRaZ A.* [Read full review](https://www.g2.com/survey_responses/intraservice-review-6595914) --- **"[Very effective software for keeping the platform secure and well monitored](https://www.g2.com/survey_responses/intraservice-review-8697095)"** **Rating:** 4.5/5.0 stars *— Shobhna G.* [Read full review](https://www.g2.com/survey_responses/intraservice-review-8697095) --- #### What Are G2 Users Discussing About IntraService? - [What is IntraService used for?](https://www.g2.com/discussions/what-is-intraservice-used-for) ### 14. [ITarian Helpdesk](https://www.g2.com/products/itarian-helpdesk/reviews) ITarian provides an app store where you have the option to buy a range of additional network security and endpoint management applications. The app store is open for any vendor to sell their products, but we hope that the trust and confidence we build by giving you the ITarian Platform for free will result in you purchasing your applications for all your additional needs. **Average Rating:** 4.0/5.0 **Total Reviews:** 10 **How Do G2 Users Rate ITarian Helpdesk?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.0/10) - **Customization :** 10.0/10 (Category avg: 8.4/10) **Who Is the Company Behind ITarian Helpdesk?** - **Seller:** [ITarian](https://www.g2.com/sellers/itarian) - **Year Founded:** 2018 - **HQ Location:** Clifton, New Jersey - **LinkedIn® Page:** https://www.linkedin.com/company/33287520/ (13 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 80% Small-Business, 20% Mid-Market #### What Are Recent G2 Reviews of ITarian Helpdesk? **"[ITarian Helpdesk can work for any size business](https://www.g2.com/survey_responses/itarian-helpdesk-review-7602799)"** **Rating:** 4.5/5.0 stars *— Terrence C.* [Read full review](https://www.g2.com/survey_responses/itarian-helpdesk-review-7602799) --- **"[Itarian](https://www.g2.com/survey_responses/itarian-helpdesk-review-6853451)"** **Rating:** 5.0/5.0 stars *— Volkan Y.* [Read full review](https://www.g2.com/survey_responses/itarian-helpdesk-review-6853451) --- ### 15. [Movidesk](https://www.g2.com/products/movidesk/reviews) Movidesk is an all-in-one SaaS solution for customer support, customer services, and help desk needs. An attractive cost-benefit package, its omnichannel solution integrates a customer portal, email, telephone, chat, web forms, Facebook, WhatsApp, and a mobile app. It comes ready-to-use and supports extensive personalization and customization. It uses many concepts adopted by mainstream products, so most users should find it easy to use. The product is packed with features, some found only in the most sophisticated and expensive products in the market, such as knowledge base, asset management, expenses tracking, time tracking, advanced SLAs, and customer satisfaction surveys. It includes almost one hundred metrics and reports. Movidesk’s documentation is detailed, indexed, searchable, and easy-to-use, and includes a comprehensive implementation guide for simple and complex operations. The company targets software and IT companies, but the product’s resources and straight-forward APIs will suit most industries, just as the main players in this software segment do. To support their low price point, Movidesk asks customers to centralize contacts on system administrators but it does service anyone in emergencies. Movidesk’s web site provides detailed recorded demos. **Average Rating:** 3.9/5.0 **Total Reviews:** 6 **How Do G2 Users Rate Movidesk?** - **Has the product been a good partner in doing business?:** 7.5/10 (Category avg: 9.0/10) - **Workflow:** 6.9/10 (Category avg: 8.7/10) - **Customization :** 6.9/10 (Category avg: 8.4/10) - **Customer Portal:** 7.8/10 (Category avg: 8.6/10) **Who Is the Company Behind Movidesk?** - **Seller:** [Movidesk](https://www.g2.com/sellers/movidesk) - **Year Founded:** 2016 - **HQ Location:** Blumenau, BR - **LinkedIn® Page:** https://www.linkedin.com/company/movidesk/ (33 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 83% Small-Business, 17% Mid-Market #### What Are Recent G2 Reviews of Movidesk? **"[Simple and very fast work](https://www.g2.com/survey_responses/movidesk-review-8522220)"** **Rating:** 5.0/5.0 stars *— Alisson S.* [Read full review](https://www.g2.com/survey_responses/movidesk-review-8522220) --- **"[One great tool for Managing ticket and customer queries. Really helpful tool.](https://www.g2.com/survey_responses/movidesk-review-8171362)"** **Rating:** 4.0/5.0 stars *— DEVENDRA S.* [Read full review](https://www.g2.com/survey_responses/movidesk-review-8171362) --- #### What Are G2 Users Discussing About Movidesk? - [What is Movidesk used for?](https://www.g2.com/discussions/what-is-movidesk-used-for) ### 16. [UVdesk](https://www.g2.com/products/uvdesk/reviews) UVdesk Helpdesk is an eCommerce Helpdesk System which is built for providing you the supreme quality of support. **Average Rating:** 4.3/5.0 **Total Reviews:** 6 **How Do G2 Users Rate UVdesk?** - **Workflow:** 8.3/10 (Category avg: 8.7/10) - **Customization :** 8.3/10 (Category avg: 8.4/10) - **Customer Portal:** 7.8/10 (Category avg: 8.6/10) **Who Is the Company Behind UVdesk?** - **Seller:** [WebKul](https://www.g2.com/sellers/webkul) - **Year Founded:** 2010 - **HQ Location:** Noida - **Twitter:** @webkul (1,788 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/webkul/ (556 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services - **Company Size:** 71% Small-Business, 14% Mid-Market #### What Are Recent G2 Reviews of UVdesk? **"[All in One too for Helpdesk](https://www.g2.com/survey_responses/uvdesk-review-10388934)"** **Rating:** 4.5/5.0 stars *— Verified User in Computer Software* [Read full review](https://www.g2.com/survey_responses/uvdesk-review-10388934) --- **"[Review of UVdesk](https://www.g2.com/survey_responses/uvdesk-review-9579995)"** **Rating:** 4.0/5.0 stars *— Verified User in Information Technology and Services* [Read full review](https://www.g2.com/survey_responses/uvdesk-review-9579995) --- ### 17. [Chatwoot](https://www.g2.com/products/chatwoot/reviews) Chatwoot is an open-source customer engagement platform that helps companies engage their customers on their website, Facebook page, Twitter, Whatsapp, SMS, email, etc. Chatwoot is an open-source alternative to Intercom, Zendesk, Salesforce Service Cloud, etc. Connect your customer conversation channels and converse with your customers from a single place. **Average Rating:** 4.5/5.0 **Total Reviews:** 16 **How Do G2 Users Rate Chatwoot?** - **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.0/10) - **Workflow:** 6.7/10 (Category avg: 8.7/10) - **Customization :** 9.0/10 (Category avg: 8.4/10) - **Customer Portal:** 7.5/10 (Category avg: 8.6/10) **Who Is the Company Behind Chatwoot?** - **Seller:** [Chatwoot](https://www.g2.com/sellers/chatwoot) - **Year Founded:** 2020 - **HQ Location:** San Francisco, US - **LinkedIn® Page:** https://www.linkedin.com/company/chatwoot (13 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 63% Small-Business, 31% Mid-Market #### What Are Chatwoot's Pros and Cons? **Pros:** - Easy Setup (3 reviews) - Integrations (3 reviews) - Chat Functionality (2 reviews) - Ease of Use (2 reviews) - Easy Implementation (2 reviews) **Cons:** - Connectivity Issues (2 reviews) - Limited Connectivity (2 reviews) - Technical Issues (2 reviews) - Chat Functionality Issues (1 reviews) - Chat Issues (1 reviews) ### What Do G2 Reviewers Say About Chatwoot? *AI-generated summary from verified user reviews* **Pros:** - Users love the **easy setup** of Chatwoot, making it perfect for small teams seeking efficient chat support. - Users value the **easy integrations** of Chatwoot, enhancing customer engagement and streamlining support workflows effortlessly. - Users love the **easy-to-use chat functionality** of Chatwoot, enhancing customer engagement and support efficiency. - Users find Chatwoot's **ease of use** remarkable, appreciating its simple implementation and seamless integration with existing tools. - Users find the **easy implementation** of Chatwoot invaluable, enhancing customer engagement for small and startup teams. **Cons:** - Users report occasional **connectivity issues** with Chatwoot, leading to disconnections during use. - Users experience **limited connectivity** with Chatwoot, leading to occasional disconnections and disrupted communication. - Users often face **technical issues** with Chatwoot, including glitches and unexpected disconnections, affecting usability. - Users often face **chat functionality issues** with Chatwoot, including occasional disconnections during conversations. - Users report occasional **disconnections** in Chatwoot's portal, leading to interruptions in communication and workflow. #### What Are Recent G2 Reviews of Chatwoot? **"[Chatwood : The Multi-Platform Social Media Manager for your Business](https://www.g2.com/survey_responses/chatwoot-review-12751755)"** **Rating:** 5.0/5.0 stars *— Ayush J.* [Read full review](https://www.g2.com/survey_responses/chatwoot-review-12751755) --- **"[Best Intercom alternative](https://www.g2.com/survey_responses/chatwoot-review-10412370)"** **Rating:** 5.0/5.0 stars *— Luca P.* [Read full review](https://www.g2.com/survey_responses/chatwoot-review-10412370) --- #### What Are G2 Users Discussing About Chatwoot? - [What is Chatwoot used for?](https://www.g2.com/discussions/what-is-chatwoot-used-for) ### 18. [Customer Case - Jira Support & Feedback](https://www.g2.com/products/customer-case-jira-support-feedback/reviews) Customer Case for Jira is a helpdesk and ideation platform for Jira projects. With the help of the app, you can create: Public forums for capturing customers' ideas and feedback Private-public forums for communication with B2B clients or within a department(s) Private-public forum as a single source for collecting omnichannel customer feedback Helpdesk Our benefits: One app - two platforms (helpdesk and ideation tool) No need to license forum visitors in your Jira account Automatic integration with Jira Public and private forums for collecting customer feedback Voting system for prioritizing ideas Integration with different types of projects: Jira Service Management, Jira Work Management, Jira Software **Average Rating:** 4.5/5.0 **Total Reviews:** 5 **How Do G2 Users Rate Customer Case - Jira Support & Feedback?** - **Workflow:** 8.3/10 (Category avg: 8.7/10) - **Customization :** 7.9/10 (Category avg: 8.4/10) - **Customer Portal:** 8.8/10 (Category avg: 8.6/10) **Who Is the Company Behind Customer Case - Jira Support & Feedback?** - **Seller:** [StiltSoft](https://www.g2.com/sellers/stiltsoft-c9eb39e5-d03c-4e3a-8df5-6eb746f4f780) - **Year Founded:** 2010 - **HQ Location:** Tallinn, EE - **Twitter:** @stiltsoft (697 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/stiltsoft/ (37 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 80% Mid-Market, 20% Small-Business #### What Are Recent G2 Reviews of Customer Case - Jira Support & Feedback? **"[Efficient and Reliable](https://www.g2.com/survey_responses/customer-case-jira-support-feedback-review-9166349)"** **Rating:** 5.0/5.0 stars *— Radhika S.* [Read full review](https://www.g2.com/survey_responses/customer-case-jira-support-feedback-review-9166349) --- **"[Jira Support & Feedback impresses with quick responses and a user-friendly interface.](https://www.g2.com/survey_responses/customer-case-jira-support-feedback-review-9154114)"** **Rating:** 5.0/5.0 stars *— Kaustubh N.* [Read full review](https://www.g2.com/survey_responses/customer-case-jira-support-feedback-review-9154114) --- ### 19. [Customer Service Software - Kapdesk](https://www.g2.com/products/customer-service-software-kapdesk/reviews) Kapdesk is a customer service software that interact with customers and customer support executives, it has email support, Live Chat Support, Social Media Customer Support, Phone or Voice or Call Support, email Ticketing System. **Average Rating:** 4.6/5.0 **Total Reviews:** 5 **How Do G2 Users Rate Customer Service Software - Kapdesk?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.0/10) - **Workflow:** 9.3/10 (Category avg: 8.7/10) - **Customization :** 8.3/10 (Category avg: 8.4/10) - **Customer Portal:** 9.7/10 (Category avg: 8.6/10) **Who Is the Company Behind Customer Service Software - Kapdesk?** - **Seller:** [Kapdesk](https://www.g2.com/sellers/kapdesk) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 83% Mid-Market, 17% Enterprise #### What Are Customer Service Software - Kapdesk's Pros and Cons? **Pros:** - Ease of Use (1 reviews) - Efficiency (1 reviews) - Flexibility (1 reviews) - Intuitive (1 reviews) ### What Do G2 Reviewers Say About Customer Service Software - Kapdesk? *AI-generated summary from verified user reviews* **Pros:** - Users value the **ease of use** and flexibility of Kapdesk, complemented by exceptional customer support. - Users value the **efficiency** of Kapdesk, appreciating its flexibility and outstanding customer support for seamless operation. - Users value the **flexibility** of Kapdesk, praising its ease of use and exceptional customer support. - Users value the **intuitive design** of Kapdesk, enhancing usability and backed by excellent customer support. #### What Are Recent G2 Reviews of Customer Service Software - Kapdesk? **"[Great software product!!](https://www.g2.com/survey_responses/customer-service-software-kapdesk-review-10348748)"** **Rating:** 4.0/5.0 stars *— Paul B.* [Read full review](https://www.g2.com/survey_responses/customer-service-software-kapdesk-review-10348748) --- **"[Best Customer Management Software](https://www.g2.com/survey_responses/customer-service-software-kapdesk-review-7931266)"** **Rating:** 5.0/5.0 stars *— Ashish A.* [Read full review](https://www.g2.com/survey_responses/customer-service-software-kapdesk-review-7931266) --- #### What Are G2 Users Discussing About Customer Service Software - Kapdesk? - [What is Customer Service Software - Kapdesk used for?](https://www.g2.com/discussions/what-is-customer-service-software-kapdesk-used-for) ### 20. [Fernand](https://www.g2.com/products/fernand-fernand/reviews) Fernand is the best customer support software for SaaS businesses. Blazingly fast. Keyboard shortcuts for everything. Designed to be calm. **Average Rating:** 5.0/5.0 **Total Reviews:** 5 **How Do G2 Users Rate Fernand?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.0/10) - **Workflow:** 10.0/10 (Category avg: 8.7/10) - **Customization :** 10.0/10 (Category avg: 8.4/10) - **Customer Portal:** 10.0/10 (Category avg: 8.6/10) **Who Is the Company Behind Fernand?** - **Seller:** [Fernand](https://www.g2.com/sellers/fernand) - **Year Founded:** 2022 - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/getfernand/ (2 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Small-Business #### What Are Fernand's Pros and Cons? **Pros:** - Automation (1 reviews) - Customer Support (1 reviews) - Ease of Use (1 reviews) - Easy Implementation (1 reviews) - Easy Integrations (1 reviews) **Cons:** - Limited Features (1 reviews) - Limited Integrations (1 reviews) ### What Do G2 Reviewers Say About Fernand? *AI-generated summary from verified user reviews* **Pros:** - Users love the **seamless automation** of Fernand, which integrates effortlessly into existing workflows and enhances productivity. - Users appreciate the **responsive customer support** from Fernand's founders, enhancing their overall experience with the tool. - Users love the **ease of use** of Fernand, highlighting its quick setup and responsive support team. - Users find Fernand's **easy implementation** refreshing, seamlessly integrating into existing workflows and enhancing team satisfaction. - Users love the **easy integrations** of Fernand, seamlessly fitting into existing workflows and enhancing team collaboration. **Cons:** - Users notice the **limited features** of Fernand, as many options are still in development, affecting usability. - Users are concerned about the **limited integrations** of Fernand, as many features are still under development. #### What Are Recent G2 Reviews of Fernand? **"[A customer support platform for 2024](https://www.g2.com/survey_responses/fernand-review-10255928)"** **Rating:** 5.0/5.0 stars *— Stefanos F.* [Read full review](https://www.g2.com/survey_responses/fernand-review-10255928) --- **"[A game changer for support tix flow](https://www.g2.com/survey_responses/fernand-review-11031707)"** **Rating:** 5.0/5.0 stars *— team e.* [Read full review](https://www.g2.com/survey_responses/fernand-review-11031707) --- ### 21. [Frappe Helpdesk](https://www.g2.com/products/frappe-helpdesk/reviews) Frappe Helpdesk is a well designed, open source ticketing system that manages all your interactions from one place. It provides all the tools to provide customer support and helps you engage in meaningful conversations to resolve customer queries efficiently. It is used for organising incoming customer queries into tickets and making it easier for your team to manage those requests and interface with requesters to provide assistance. It works like using basic email services (i.e, Gmail, Outlook, etc) but has additional features to make supporting customers easier. Features: 1. Zero clutter shared inbox 2. Collaboration with your team 3. Managing SLAs 4. Get notified via emails 5. In-built rich text editor to format emails the way you want 6. Has a self- service portal **Average Rating:** 4.6/5.0 **Total Reviews:** 5 **How Do G2 Users Rate Frappe Helpdesk?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.0/10) - **Workflow:** 8.8/10 (Category avg: 8.7/10) - **Customization :** 10.0/10 (Category avg: 8.4/10) - **Customer Portal:** 10.0/10 (Category avg: 8.6/10) **Who Is the Company Behind Frappe Helpdesk?** - **Seller:** [Frappe Technologies Private Limited](https://www.g2.com/sellers/frappe-technologies-private-limited) - **Year Founded:** 2008 - **HQ Location:** Mumbai, India - **Twitter:** @erpnext (7,082 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/frappe-technologies/ (278 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 80% Mid-Market, 40% Enterprise #### What Are Recent G2 Reviews of Frappe Helpdesk? **"[Great Experience, very user friendly](https://www.g2.com/survey_responses/frappe-helpdesk-review-9856184)"** **Rating:** 5.0/5.0 stars *— Pat S.* [Read full review](https://www.g2.com/survey_responses/frappe-helpdesk-review-9856184) --- **"[Frappe Helpdesk streamlines customer support and enhances service quality.](https://www.g2.com/survey_responses/frappe-helpdesk-review-9823543)"** **Rating:** 4.5/5.0 stars *— Muhammad Naveed, D.* [Read full review](https://www.g2.com/survey_responses/frappe-helpdesk-review-9823543) --- ### 22. [Lime CRM](https://www.g2.com/products/lime-crm/reviews) Lime CRM is a visual and user-friendly CRM for 10 users and up that simplifies the workday for marketing, sales and support teams. Lime CRM keeps customers, deals and campaigns in one place and enables you to not only manage and track, but also make use of all your customer data. With smart add-ons and integrations to your other IT systems, duplicate work will be avoided and you can instead focus on what's important: providing exceptional customer experiences. Hosted or on your own server. **Average Rating:** 4.3/5.0 **Total Reviews:** 91 **How Do G2 Users Rate Lime CRM?** - **Has the product been a good partner in doing business?:** 8.4/10 (Category avg: 9.0/10) - **Workflow:** 6.7/10 (Category avg: 8.7/10) - **Customization :** 8.3/10 (Category avg: 8.4/10) - **Customer Portal:** 6.7/10 (Category avg: 8.6/10) **Who Is the Company Behind Lime CRM?** - **Seller:** [Lime Technologies](https://www.g2.com/sellers/lime-technologies) - **Year Founded:** 1990 - **HQ Location:** Lund, Skane - **LinkedIn® Page:** https://www.linkedin.com/company/limetechnologies/ (422 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 52% Small-Business, 45% Mid-Market #### What Are Lime CRM's Pros and Cons? **Pros:** - Customizability (5 reviews) - Customization (5 reviews) - Flexibility (5 reviews) - Customer Support (4 reviews) - Features (3 reviews) **Cons:** - Limited Features (3 reviews) - Call Issues (2 reviews) - Inaccurate Data (2 reviews) - Learning Curve (2 reviews) - Limited Customization (2 reviews) ### What Do G2 Reviewers Say About Lime CRM? *AI-generated summary from verified user reviews* **Pros:** - Users value the **extensive customizability** of Lime CRM, enabling tailored solutions for their unique business needs. - Users value the **extensive customization** options of Lime CRM, allowing tailored functionality to meet their business needs. - Users value the **flexibility** of Lime CRM, allowing them to customize and organize everything seamlessly. - Users highlight the **excellent customer support** of Lime CRM, noting its friendliness, helpfulness, and quick response times. - Users value the **high customizability and excellent support** of Lime CRM, allowing seamless adaptations and effective updates. **Cons:** - Users find Lime CRM has **limited features** , hindering integration with Office 365 and causing delays in functionality. - Users experience **call issues** with Lime CRM, noting delays and limitations that hinder efficiency and integration. - Users experience **inaccurate data** issues with Lime CRM, leading to frustration and inefficiencies in their workflows. - Users find the **learning curve challenging** , especially for security-related functions that require time to master. - Users express dissatisfaction with the **limited customization** options in Lime CRM, particularly for integrating with Office 365. #### What Are Recent G2 Reviews of Lime CRM? **"[Lime - very easy and very searchable](https://www.g2.com/survey_responses/lime-crm-review-5334133)"** **Rating:** 5.0/5.0 stars *— Staffan B.* [Read full review](https://www.g2.com/survey_responses/lime-crm-review-5334133) --- **"[A flexible CRM system](https://www.g2.com/survey_responses/lime-crm-review-8582168)"** **Rating:** 4.0/5.0 stars *— Peter A.* [Read full review](https://www.g2.com/survey_responses/lime-crm-review-8582168) --- #### What Are G2 Users Discussing About Lime CRM? - [What is your experience with Lime CRM for customer relationship management, and what improvements could be made?](https://www.g2.com/discussions/what-is-your-experience-with-lime-crm-for-customer-relationship-management-and-what-improvements-could-be-made) - [What is Lime CRM used for?](https://www.g2.com/discussions/what-is-lime-crm-used-for) ### 23. [MetaCaseDesk](https://www.g2.com/products/metacasedesk/reviews) MetaCaseDesk is an advanced HelpDesk, Ticketing Tool and Case management solution for customers running on-premise Microsoft SharePoint 2013 and SharePoint 2010. **Average Rating:** 4.2/5.0 **Total Reviews:** 5 **How Do G2 Users Rate MetaCaseDesk?** - **Has the product been a good partner in doing business?:** 7.5/10 (Category avg: 9.0/10) - **Workflow:** 7.9/10 (Category avg: 8.7/10) - **Customization :** 6.7/10 (Category avg: 8.4/10) - **Customer Portal:** 8.3/10 (Category avg: 8.6/10) **Who Is the Company Behind MetaCaseDesk?** - **Seller:** [MetaCaseDesk](https://www.g2.com/sellers/metacasedesk) - **HQ Location:** Jersey City, NJ - **Twitter:** @MetaCaseDesk (97 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/7933742 (1 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 60% Small-Business, 40% Mid-Market #### What Are Recent G2 Reviews of MetaCaseDesk? **"[MetaCaseDesk - Ticketing tool](https://www.g2.com/survey_responses/metacasedesk-review-6557081)"** **Rating:** 4.5/5.0 stars *— Verified User in Computer Software* [Read full review](https://www.g2.com/survey_responses/metacasedesk-review-6557081) --- **"[Amazing ticket tool and case management solution](https://www.g2.com/survey_responses/metacasedesk-review-5218640)"** **Rating:** 4.5/5.0 stars *— Verified User in Information Technology and Services* [Read full review](https://www.g2.com/survey_responses/metacasedesk-review-5218640) --- #### What Are G2 Users Discussing About MetaCaseDesk? - [What is MetaCaseDesk used for?](https://www.g2.com/discussions/what-is-metacasedesk-used-for) ### 24. [Raiseaticket](https://www.g2.com/products/raiseaticket/reviews) A dedicated, simple and customisable best free helpdesk portal with a fully-blown, feature-packed web based ticketing system, that is simple, intuitive and easy to use. Raiseaticket's free helpdesk provides enablement around how to deliver sucessful customer support. **Average Rating:** 4.5/5.0 **Total Reviews:** 5 **How Do G2 Users Rate Raiseaticket?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.0/10) - **Workflow:** 8.8/10 (Category avg: 8.7/10) - **Customization :** 5.8/10 (Category avg: 8.4/10) - **Customer Portal:** 8.3/10 (Category avg: 8.6/10) **Who Is the Company Behind Raiseaticket?** - **Seller:** [Raiseaticket](https://www.g2.com/sellers/raiseaticket) - **Year Founded:** 2018 - **HQ Location:** Birkirkara, MT - **Twitter:** @raiseaticket (21 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/raiseaticket (1 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 40% Mid-Market, 40% Small-Business #### What Are Raiseaticket's Pros and Cons? **Pros:** - Features (2 reviews) - Easy Navigation (1 reviews) - Easy Setup (1 reviews) - Helpful (1 reviews) - Integrations (1 reviews) **Cons:** - Expensive (1 reviews) - Limited Customization (1 reviews) - Time Delays (1 reviews) ### What Do G2 Reviewers Say About Raiseaticket? *AI-generated summary from verified user reviews* **Pros:** - Users value the **intuitive and feature-rich interface** of Raiseaticket, enhancing ease of use for ticketing systems. - Users find the **easy navigation** of Raiseaticket helps them set up and use the platform effortlessly. - Users find the **easy setup** of Raiseaticket impressive, making it ideal for beginners and hands-on learning. - Users appreciate the **intuitive and feature-rich interface** of Raiseaticket, making it easy to use for beginners. - Users value the **good integration with existing systems** , enhancing ticket categorization and reporting features effectively. **Cons:** - Users feel the **pricing could be more competitive** for smaller teams, making it less accessible for some. - Users desire more **customization options** for the Raiseaticket dashboard to enhance their experience and usability. - Users experience **time delays** occasionally, especially when searching through larger ticket volumes. #### What Are Recent G2 Reviews of Raiseaticket? **"[Raiseaticket has all the features you need and a easy to learn user interface.](https://www.g2.com/survey_responses/raiseaticket-review-10932149)"** **Rating:** 5.0/5.0 stars *— Daniel R.* [Read full review](https://www.g2.com/survey_responses/raiseaticket-review-10932149) --- **"[Great ticketing solution for our growing team](https://www.g2.com/survey_responses/raiseaticket-review-11485395)"** **Rating:** 4.5/5.0 stars *— Anand J.* [Read full review](https://www.g2.com/survey_responses/raiseaticket-review-11485395) --- #### What Are G2 Users Discussing About Raiseaticket? - [What is Raiseaticket used for?](https://www.g2.com/discussions/what-is-raiseaticket-used-for) - 1 comment ### 25. [Revelation helpdesk](https://www.g2.com/products/revelation-helpdesk/reviews) Revelation helpdesk is a 100% web based help desk solution that is so efficient it is like adding a virtual employee to your staff at a fraction of the cost. Through our transparent feature set and commitment to "ease of use," Revelation helpdesk delivers the power and flexibility to lift you up to the next level rather than stand in your way. **Average Rating:** 4.6/5.0 **Total Reviews:** 8 **How Do G2 Users Rate Revelation helpdesk?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.0/10) - **Workflow:** 8.8/10 (Category avg: 8.7/10) - **Customization :** 7.5/10 (Category avg: 8.4/10) - **Customer Portal:** 8.9/10 (Category avg: 8.6/10) **Who Is the Company Behind Revelation helpdesk?** - **Seller:** [Revelation helpdesk](https://www.g2.com/sellers/revelation-helpdesk) - **Year Founded:** 2001 - **HQ Location:** Westport, CT - **LinkedIn® Page:** https://www.linkedin.com/company/48320815 (1 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 38% Mid-Market, 38% Small-Business #### What Are Revelation helpdesk's Pros and Cons? **Pros:** - Ease of Use (3 reviews) - Customer Support (2 reviews) - Efficiency (2 reviews) - Simple (2 reviews) - Case Management (1 reviews) **Cons:** - Limited Features (2 reviews) - Chatbot Issues (1 reviews) - Chat Functionality (1 reviews) - Data Management (1 reviews) - Inadequate Reporting (1 reviews) ### What Do G2 Reviewers Say About Revelation helpdesk? *AI-generated summary from verified user reviews* **Pros:** - Users find Revelation Helpdesk to be **easy to use and onboard** , streamlining their ticket management effortlessly. - Users value the **great availability of customer support** in Revelation Helpdesk, enhancing their overall experience and organization. - Users value the **efficiency** of Revelation helpdesk, benefiting from easy onboarding and seamless ticket tracking. - Users appreciate the **easy onboarding and straightforward use** of Revelation helpdesk, enhancing their productivity and organization. - Users value the **effective case management** in Revelation Helpdesk, enhancing virtual support through organized ticketing and reminders. **Cons:** - Users find the **limited features** in the basic package restrict effective usage and data generation capabilities. - Users find **limited features in the basic package** , missing essential tools that would enhance efficiency and usability. - Users find the **limited chat functionality** in the basic package hampers efficiency and usability in Revelation helpdesk. - Users find the **reporting and data export features limited** , indicating a need for improvement to enhance dataset generation. - Users find the **inadequate reporting** options in Revelation helpdesk limit their ability to analyze performance and satisfaction effectively. #### What Are Recent G2 Reviews of Revelation helpdesk? **"[Increased our first contact resolution ratios.](https://www.g2.com/survey_responses/revelation-helpdesk-review-10368544)"** **Rating:** 4.5/5.0 stars *— Ofertare G.* [Read full review](https://www.g2.com/survey_responses/revelation-helpdesk-review-10368544) --- **"[Revelation Helpdesk Support Review](https://www.g2.com/survey_responses/revelation-helpdesk-review-10488724)"** **Rating:** 5.0/5.0 stars *— Aishwerya N.* [Read full review](https://www.g2.com/survey_responses/revelation-helpdesk-review-10488724) --- #### What Are G2 Users Discussing About Revelation helpdesk? - [What does Revelation Helpdesk do?](https://www.g2.com/discussions/what-does-revelation-helpdesk-do) - [What is the use of Revelation Helpdesk?](https://www.g2.com/discussions/what-is-the-use-of-revelation-helpdesk) - [What are the benefits of help desk software?](https://www.g2.com/discussions/what-are-the-benefits-of-help-desk-software) - [What are the features of help desk software?](https://www.g2.com/discussions/revelation-helpdesk-what-are-the-features-of-help-desk-software) ## What Is Help Desk Software? [Customer Service Software](https://www.g2.com/categories/customer-service) ## What Software Categories Are Similar to Help Desk Software? - [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) - [Live Chat Software](https://www.g2.com/categories/live-chat) - [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms) --- ## How Do You Choose the Right Help Desk Software? ### What You Should Know About Help Desk Software ### Help desk software buying insights at a glance [Help desk software](https://www.g2.com/categories/help-desk) helps organizations manage and resolve customer, employee, and partner support inquiries across channels like email, chat, phone, and social media. These platforms centralize communication, automate ticket routing, enforce SLAs, and deliver insights through analytics. Organizations use help desk software for internal IT support, external customer service, SLA tracking, and workflow automation. Solutions vary from basic ticketing tools to enterprise-grade platforms with AI assistance, omnichannel engagement, and CRM integration. Some products are tailored for industries like healthcare, finance, or education. Most help desk tools are priced per user monthly or annually. Plans range from free tiers for small teams to enterprise solutions costing up to $6,000 per user/year. The average annual license cost is $672.52 (approximately $56 per user/month), based on G2 pricing data across 100 product editions. If you're evaluating help desk software, consider your team size, ticket volume, required integrations, support for customization, and deployment preferences. Ask vendors: - How flexible is the platform for custom workflows and reports? - What integrations are available (e.g., CRM, collaboration, ITSM)? - How well does the system perform under high ticket volumes? - What onboarding and support resources are offered? - Does the solution include AI or automation features to boost productivity? G2's top-rated helpdesk software currently includes Salesforce Service Cloud, Zoho Desk, Freshdesk, Zendesk Support Suite, and Intercom. ### What is help desk software? G2 defines [help desk software](https://www.g2.com/categories/help-desk) as a category of solutions designed to streamline the handling of customer, employee, and partner inquiries. These platforms consolidate support requests from email, chat, phone, social media, and other channels into a centralized queue, allowing teams to prioritize tickets based on urgency and complexity.  Essential capabilities typically include automated ticket routing, SLA management, knowledge base functionality, and analytics for tracking service performance. Help desk software, sometimes called service desk software, is part of the broader landscape of customer service and support tools. Demand continues to climb in response to growing expectations for swift, personalized support. Vendors in this sector are expanding feature sets to include AI-driven chatbots, omnichannel engagement options, and advanced workflow automation.  As a result, organizations benefit from improved resolution times, agent productivity, and deeper insights into support trends that inform strategic decision-making. According to current market estimates, the global help desk software sector reached a valuation of approximately $9.9 billion in 2021. Over the next decade, the market is poised to maintain a solid 9.4% CAGR, culminating in an estimated worth of nearly $26.8 billion by the end of 2032. ([_Source 1_](https://www.futuremarketinsights.com/reports/help-desk-software-market)) G2 currently covers 449 help desk products, with 2995 reviews published in the last 12 months. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies)) ### What are the top reviewed helpdesk software on G2? G2 scores the top-rated help desk tools based on a [proprietary algorithm](https://documentation.g2.com/docs/research-scoring-methodologies) that factors in real-user satisfaction ratings and popularity from review data. Here are the five highest-rated help desk products G2 for this category: #### 1. [SF Service Cloud](https://www.g2.com/products/salesforce-service-cloud/reviews) - Number of Reviews: 2,000 - Satisfaction: 96 - Market Presence: 99 - G2 Score: 98 #### 2. [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - Number of Reviews: 4,797 - Satisfaction: 99 - Market Presence: 92 - G2 Score: 95 #### 3. [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - Number of Reviews: 2,807 - Satisfaction: 95 - Market Presence: 88 - G2 Score: 91 #### 4. [Zendesk Support Suite](https://www.g2.com/products/zendesk-support-suite/reviews) - Number of Reviews: 3,797 - Satisfaction: 84 - Market Presence: 92 - G2 Score: 88 #### 5. [Intercom](https://www.g2.com/products/intercom/reviews) - Number of Reviews: 2,029 - Satisfaction: 87 - Market Presence: 83 - G2 Score: 85 These rankings are determined by combining verified user ratings and publicly available web search popularity data: - The **Satisfaction Score** measures user satisfaction with software products based on user feedback, review quality, quantity, and recency. It helps buyers easily understand how well a product meets user expectations. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies)) - The **Market Presence Score** measures a product's prominence in its market. It combines data from G2 user reviews and external sources, focusing primarily on product-specific factors to reflect real-world popularity and vendor influence. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies)) - G2 ranks products using a unique scoring system, the **G2 Score** , calculated from genuine user reviews, online data, and social signals. This score makes it easy to compare and evaluate different software products within each G2 category. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies)) ### Help desk software pricing and cost considerations Most help desk software solutions on the market are priced on a subscription basis, with costs typically calculated per user per month. Help desk software pricing varies significantly depending on the vendor, scale, complexity, and deployment model. Pricing categories usually include: - Free tier: These [freemium offerings](https://www.g2.com/categories/help-desk/free) provide basic functionality, ideal for startups or small teams with limited support needs. They often include essential features such as ticket management and basic knowledge base tools, with restrictions on ticket volumes, integrations, or advanced support capabilities. - Entry-level and mid-market tiers: Aimed at small to mid-sized organizations, these solutions come with moderate feature sets and are typically priced per user per month. They usually cover essential multi-channel support (email, chat, etc.), standard reporting, and [basic automation](https://www.g2.com/categories/help-desk/f/response-automation). According to G2 data covering 45 products across 100 editions, the average annual license cost is about $672.52—roughly $56 per user per month. - Enterprise-level tiers: These comprehensive and highly customizable platforms offer advanced features, such as AI-assisted support, multiple inbox management, extensive automation, deep analytics, and enhanced security. Enterprise-level solutions include premium support, customizable workflows, [voice capabilities](https://www.g2.com/categories/help-desk/f/voice), and [SLA guarantees](https://www.g2.com/categories/help-desk/f/sla-management). High-end offerings can cost up to approximately $6,000 per user per year. Most service desk software solutions are priced per user monthly, though annual payment options are also commonly available. Organizations should carefully evaluate the Total Cost of Ownership (TCO), considering hidden costs such as onboarding, integrations, training, and ongoing technical support. Additional factors such as hardware expenses, IT resources, and maintenance requirements must be considered for on-premises deployments. ### Types of help desk software on G2 Helpdesk software solutions typically fall into the following categories, each with distinctive functionalities suited to specific support and service management needs: - Ticketing systems: These tools focus on centralizing support requests by converting them into actionable tickets, automating workflows, and providing tracking and reporting mechanisms to ensure issues are prioritized and resolved efficiently. - [IT service management (ITSM) solutions](https://www.g2.com/categories/it-service-management-itsm-tools): ITSM tools integrate comprehensive IT service processes, including incident, problem, and change management, often leveraging frameworks like ITIL to streamline overall service delivery and asset management. - Cloud-based help desk software: Such solutions are delivered via the cloud for scalable, always-accessible support platforms that reduce on-premise maintenance and offer flexible subscription models, seamless updates, and integration capabilities. - On-premise help desk software: Installed and managed locally, such products offer high customization and data control for organizations with stringent security or regulatory requirements. They also require an upfront investment in hardware and ongoing maintenance. - Integrated help desk and CRM solutions: Such tools merge core help desk capabilities with [customer relationship management tools](https://www.g2.com/categories/crm) to provide a unified view of customer interactions, aiding support efficiency and overall relationship management. - [Self-service portals](https://www.g2.com/categories/customer-self-service) and [knowledge base systems](https://www.g2.com/categories/knowledge-base-software): These systems empower users to resolve common issues independently through well-organized knowledge bases, FAQs, and community forums, often supplemented with automation and chatbots for immediate assistance. - [Mobile help desk solutions](https://www.g2.com/categories/help-desk/f/mobile-user-support): These solutions enable support agents and customers to manage tickets, communicate, and track service requests through dedicated mobile applications, thus facilitating on-the-go productivity and quick notifications. - Specialized help desk software: Tailored to meet industry-specific requirements, these solutions include specialized compliance tools, advanced security measures, and custom workflows designed to address unique operational processes within healthcare, finance, and more. ### Top help desk software features rated by G2 reviewers Most help desk solutions include foundational capabilities for organizing and addressing user inquiries. These range from basic ticket routing to self-service tools, helping customer support teams handle various communication channels, automate repetitive tasks, and monitor performance. #### Core help desk software features - Ticket management: Tracks the lifecycle of customer support requests or IT incidents from creation to resolution. This includes automated routing, prioritization, and [collaboration tools to ensure tickets reach the right agents](https://www.g2.com/categories/help-desk/f/ticket-collaboration). - Knowledge base management: Enables creating, updating, and maintaining a repository of informational articles or FAQs. This resource helps end users find quick answers and minimizes repetitive inquiries directed to agents. #### Highly rated common help desk software features - [Live chat](https://www.g2.com/categories/help-desk/f/chat-live-support): This service provides real-time messaging capabilities for immediate customer support and faster resolution times. Many buyers report that live chat has a high impact on customer satisfaction. - Alerts/escalation: Automatically send notifications when tickets meet specific criteria, such as reaching an SLA threshold or requiring higher-level assistance. This helps keep response times in check and prevents issues from being overlooked. - Generative AI: Offers AI-powered text generation and summarization to expedite drafting replies or condense lengthy documentation. This feature is increasingly valued for saving time and improving consistency. - Reporting & analytics: Delivers insights into metrics like response times, resolution rates, and customer satisfaction. Buyers often rely on analytical tools to identify bottlenecks and track support efficiency. - Multi-channel communication: Consolidates requests from phone, email, [social media](https://www.g2.com/categories/help-desk/f/social-integration), and other channels into a single dashboard. Having a unified view of customer interactions is crucial for seamless support. - User roles & access controls: Restricts data visibility and system functions based on defined roles or permissions. This ensures sensitive information remains protected while allowing easy collaboration. - Self-service portal: This empowers end users to submit and track their own tickets, access knowledge base content, and even engage with community forums. Many organizations find that self-service options reduce agent workload and improve user autonomy. Additional capabilities may include [email-to-case conversion](https://www.g2.com/categories/help-desk/f/email-to-case), [attachments and screencast sharing](https://www.g2.com/categories/help-desk/f/attachments-screencasts), and [customer and contact database features](https://www.g2.com/categories/help-desk/f/customer-and-contacts-database). ### Top service desk software benefits identified by G2 reviewers Effective help desk software implementation offers multiple strategic benefits, including: **Improved ticket resolution & efficiency:** Help desk software streamlines ticket routing and management, ensuring rapid response times and swift issue resolution. _“The tool handles ticket assignments and basic replies, saving me hours weekly. It’s benefiting me by giving me more time to focus on solving customer problems instead of just organizing them, and my response times have improved so much that my customers are noticeably happier”_ - [Ayush C., Founder](https://www.g2.com/products/zoho-desk/reviews/zoho-desk-review-10951396). **Effective automation & SLA management:** Service desk tools help with automated responses, proactive SLA tracking, and escalation processes that maintain consistent service quality and prevent delays. _“Its automation features handle repetitive tasks, freeing the team to focus on complex customer needs. This has increased team productivity, customer satisfaction, and more efficient management of high support volumes.”_ - [Jenny P., Senior Operations Manager](https://www.g2.com/products/freshdesk/reviews/freshdesk-review-10742210). **Actionable reporting & analytics:** Helpdesk tools offer comprehensive dashboards and reporting features that deliver insights into performance metrics, supporting data-driven decision-making and continuous improvement. “_The integration with our existing systems has been seamless, and the dashboards and reporting capabilities provide helpful insights into our customer service performance._” - [Eric A., Customer Service Manager](https://www.g2.com/products/salesforce-service-cloud/reviews/salesforce-service-cloud-review-10415064). **User-friendly interface & ease of use:** G2 reviewers also report that an intuitive design for service desk software minimizes training needs and accelerates agent adoption, contributing to smoother daily operations. _“The interface is clean and very easy to navigate, the user guide is easy to follow, and the training process is less than 2 days.”_ - [Jennifer C., Client Services Senior Lead](https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-9874966). ### Top help desk tools challenges identified by G2 reviewers Navigating help desk software requires careful consideration of potential obstacles. Insights gathered from user reviews on G2 reveal several recurring challenges that can significantly impact the software’s effectiveness and overall return on investment. Understanding these issues—and knowing the right questions to ask vendors—empowers buyers to make more informed decisions. **1. Customization complexity & limited flexibility:** Reviewers frequently express concerns over tailoring workflows, dashboards, and interfaces to match their unique business processes. This rigidity can hamper operational efficiency and obstruct the desired level of personalization. - **Essential questions to ask your help desk software vendor:** How configurable is the platform for custom workflows and reporting? Can the helpdesk solution evolve with changing business processes without requiring extensive custom code? - **How to overcome the challenge:** Look for service desk platforms that offer modular, scalable customization options. A flexible architecture allows for incremental enhancements and ensures the tool remains adaptable to future needs. **2. Performance under high ticket volumes:** As support teams handle increasing inquiries, some help desk tools experience performance slowdowns or bottlenecks—especially during peak periods. This can negatively affect response times and overall productivity. - **Essential questions to ask your help desk software vendor:** What performance benchmarks are available for high-volume environments? How does the system maintain speed and responsiveness during peak times? - **How to overcome the challenge:** Evaluate help desk solutions with proven scalability, robust infrastructure, and real-world performance metrics in similar operational settings. Testing under simulated high-load conditions during pilot phases can provide valuable assurance. **3. Integration limitations:** Many help desk reviewers express disappointment regarding the difficulty of integrating with legacy systems. Non-standard third-party tools can disrupt a unified customer support ecosystem, leading to fragmented data and inefficiencies in workflow. - **Essential questions to ask your help desk software vendor:** Can you provide examples of integrations with popular CRM, collaboration, and ITSM tools? How does the solution handle integrations with older or custom systems? - **How to overcome the challenge:** Choose help desk platforms with a comprehensive API ecosystem and flexible integration capabilities that minimize the need for complex, custom integrations. ### What is help desk software used for? Analysis of help desk software reviews reveals the following common scenarios: - **Internal IT support:** Organizations use help desk tools to track and resolve internal IT incidents and service requests, ensuring that technical issues are addressed quickly and internal operations remain smooth. - **Customer service & support:** Businesses rely on these platforms to manage external customer inquiries by consolidating communications from email, live chat, social media, and other channels into a single ticketing system. This centralization ensures customer issues are captured, prioritized, and resolved efficiently. - **Multi-channel communication management:** Reviewers say help desk software streamlines interactions across multiple communication channels, such as phone, email, chat, and social media, ensuring that support teams have a unified view of all customer engagements and can respond effectively to each query. - **Workflow automation and SLA tracking:** Reviewers highlight the importance of automated ticket routing, real-time notifications, and strict SLA management in maintaining high support quality. ### Who uses helpdesk software? Help desk software users span various roles, from frontline support staff to strategic decision-makers. Based on G2 reviewer demographics, typical users include customer support managers, IT managers/administrators, and service desk analysts/technicians, with additional participation from directors of operations and business owners. Common industries include technology/SaaS, e-commerce/retail, and financial services, with significant representation in telecommunications, education, and healthcare. ### Common service desk software integrations Extensive user review data reveals that help desk solutions are frequently integrated with several key categories of software to enhance operational efficiency and create a unified support environment: - **CRM systems:** Integration with [customer relationship management platforms](https://www.g2.com/categories/crm) provides a unified view of customer interactions. This enables support teams to access comprehensive customer profiles and historical data, ensuring that every support case is handled with full context. - **Collaboration & communication platforms:** Connecting help desk software with [internal messaging and collaboration tools](https://www.g2.com/categories/internal-communications) streamlines communication among support teams. This integration facilitates real-time ticket updates and collaborative problem-solving, leading to faster resolution times and improved team coordination. - **Email platforms & automation tools:** Integrations with widely used [email](https://www.g2.com/categories/email) and automation systems allow for automatically converting incoming messages into support tickets. This reduces manual entry, maintains consistency in communication, and ensures that customer inquiries are efficiently tracked across channels. - **Workflow and custom integration tools:** Help desk software can synchronize data across various applications, such as [project management](https://www.g2.com/categories/project-management) and [analytics tools](https://www.g2.com/categories/analytics-platforms), by leveraging flexible integration methods and workflow automation technologies. This enhances overall operational visibility and supports more efficient, data-driven decision-making. - **Additional integrations:** Many users also value connections with other [task management](https://www.g2.com/categories/task-management-software) and [business intelligence tools](https://www.g2.com/categories/business-intelligence), further streamlining processes and ensuring that support performance aligns closely with broader organizational objectives. ### Future of helpdesk software - **AI-powered automation and predictive support:** Helpdesk software is becoming increasingly intelligent, with AI and [machine learning](https://www.g2.com/articles/what-is-machine-learning) driving automation, faster ticket resolution, and smarter self-service. AI tools can prioritize tickets, suggest solutions, and even resolve routine issues autonomously, freeing up agents for complex queries. Predictive analytics will help identify recurring problems before they escalate, improving uptime and customer trust. ([_Source 3_](https://www.manageengine.com/products/service-desk/help-desk-software/future-help-desk-support-trends.html)) - **Omnichannel and conversational experiences:** Future-ready helpdesks will seamlessly integrate chat, email, social media, and voice into a unified interface. Conversational AI will humanize interactions, reduce friction, and offer 24/7 support. ([_Source 4_](https://www.zendesk.com/newsroom/press-releases/cx-trends-2024)) - **Mobility and remote support:** With the rise of hybrid work, mobile-first helpdesk apps will enable technicians to manage tickets and provide real-time support anywhere, increasing agility and responsiveness. ([_Source 3_](https://www.manageengine.com/products/service-desk/help-desk-software/future-help-desk-support-trends.html)) ### Sources 1. [Help Desk Software Market Analysis – Demand & Forecast 2022-2032](https://www.futuremarketinsights.com/reports/help-desk-software-market), Future Market Insights. 2. G2 reviews data: G2 reviews are sourced from verified software users and factor in satisfaction ratings, market presence, and real-time popularity data. Rankings in this guide are based on an analysis of G2 user reviews published within the last 12 months. For more details, read [G2’s full scoring methodology](https://documentation.g2.com/docs/research-scoring-methodologies). 3. [Future of help desk support](https://www.manageengine.com/products/service-desk/help-desk-software/future-help-desk-support-trends.html), ManageEngine. 4. [AI ushers in era of intelligent CX, fuels massive industry transformation](https://www.zendesk.com/newsroom/press-releases/cx-trends-2024)​, Zendesk. ### --- ## What Are the Most Common Questions About Help Desk Software? *AI-generated · Last updated: June 3, 2026* ### Most recommended tech support software for medium-sized apps Based on G2 reviews, several products in the Help Desk category are repeatedly described as strong fits for organized ticketing, automation, and multichannel support. - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service) — scalable ticketing and automation workflows. - [Zoho Desk](https://www.g2.com/products/zoho-desk) — centralized support with follow-up visibility. - [Freshdesk](https://www.g2.com/products/freshdesk) — easy adoption with strong ticket organization. - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub) — centralized customer context and ticketing. ### Best help desk software for small business IT support Based on G2 reviews, buyers looking at help desk software for small business IT support often focus on ease of setup, ticket organization, and automation. - [Freshdesk](https://www.g2.com/products/freshdesk) — centralized ticketing with easy setup. - [Zoho Desk](https://www.g2.com/products/zoho-desk) — structured follow-up and visibility tools. - [Freshservice](https://www.g2.com/products/freshservice) — asset visibility with IT request workflows. - [Atera](https://www.g2.com/products/atera) — remote support with ticket management. ### Best customer support service software for software industries Based on G2 reviews, buyers in software environments often prioritize multichannel support, workflow automation, and visibility into customer history. - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service) — omnichannel support with strong automation. - [Freshdesk](https://www.g2.com/products/freshdesk) — centralized support for growing teams. - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub) — unified customer context and ticketing. - [Gorgias](https://www.g2.com/products/gorgias) — centralized conversations with ecommerce context. ### What are the most important features in help desk tools According to verified users, the most important features in help desk tools are centralized ticket management, easy routing, automation, and visibility into customer history. Reviewers repeatedly mention that teams want one place for email, chat, calls, and support requests so work does not get lost between channels. Automation for assigning tickets, sending updates, and reducing repetitive work is also a recurring priority. Many reviews highlight reporting, dashboards, and knowledge base functionality as important for improving consistency and helping teams respond faster. Ease of setup and usability also matter because support teams need tools they can adopt quickly without creating more administrative work. ### How do teams use Help Desk for ticket management G2 reviewers mention that teams use Help Desk platforms to collect requests from multiple channels, convert them into trackable tickets, and keep ownership clear through the full resolution process. Common workflows include assigning tickets to the right queue or agent, adding internal notes, using macros for repeat issues, and checking customer history before replying. Reviews also describe teams using dashboards and status views to monitor open work, prioritize urgent issues, and avoid duplicate responses. Across recent feedback, ticket management is often tied to faster handoffs, clearer accountability, and less time spent switching between inboxes, chats, and separate systems.