# Best Help Desk Software ## How Many Help Desk Software Products Does G2 Track? **Total Products under this Category:** 512 ### Category Stats (Aug 2026) - **Average Rating:** 4.45/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product:** Wavity Help and Service Desk (+2.93%) - Among all products in this category, Wavity Help and Service Desk recorded the largest rating increase compared to last month _Last updated: August 04, 2026_ ## How Does G2 Rank Help Desk Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 78,000+ Authentic Reviews - 512+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## G2 Grid® for Help Desk Software ![G2 Grid® for Help Desk Software plotting products by satisfaction and market presence](https://www.g2.com/categories/help-desk/grids.png?focus%5B%5D=5494&focus%5B%5D=2743&focus%5B%5D=574&focus%5B%5D=748&focus%5B%5D=57328&focus%5B%5D=3270&focus%5B%5D=55256&focus%5B%5D=16222) Highlighted products: Agentforce Service (formerly Salesforce Service Cloud), Zoho Desk, Zendesk for Customer Service, Freshdesk, HubSpot Service Hub, Fin, ServiceNow Customer Service Management, and Atera. Underlying data: [Grid® JSON](https://www.g2.com/categories/help-desk/grids.json?focus%5B%5D=agentforce-service-formerly-salesforce-service-cloud&focus%5B%5D=zoho-desk&focus%5B%5D=zendesk-for-customer-service&focus%5B%5D=freshdesk&focus%5B%5D=hubspot-service-hub&focus%5B%5D=fin&focus%5B%5D=servicenow-customer-service-management&focus%5B%5D=atera) **Sponsored** ### Aladtec by TCP Aladtec is a specialized employee scheduling software solution designed specifically for public safety organizations, such as fire departments, police departments, and emergency medical services. This innovative platform streamlines the complex process of scheduling personnel around the clock, allowing agencies to focus on their critical mission of serving the community rather than getting bogged down in administrative tasks. By automating scheduling, Aladtec helps organizations manage their workforce more effectively, ensuring that they have the right number of staff available at all times. The target audience for Aladtec includes public safety administrators, human resources personnel, and operational managers who are responsible for maintaining compliance with labor laws and union agreements while also managing budgets and overtime costs. The software is particularly beneficial for organizations that operate on unique rotation patterns and require adherence to specific staffing policies. By providing a centralized platform for scheduling, Aladtec enhances communication and collaboration among team members, ultimately leading to improved employee satisfaction and retention. Key features of Aladtec include real-time data access, which allows administrators to monitor staffing levels, budget allocations, and overtime usage effectively. This insight is crucial for making informed decisions that can help mitigate unnecessary costs. Additionally, the software offers self-service tools for employees, granting them the flexibility to manage their schedules according to their preferences. This includes the ability to trade shifts, bid for open shifts, and view their schedules at any time, fostering a sense of ownership and accountability among staff. Aladtec stands out in the public safety scheduling software category by providing tailored solutions that align with the specific needs of emergency service organizations. Its focus on compliance tracking and adherence to labor rules helps mitigate risks associated with scheduling errors. Furthermore, the platform’s user-friendly interface ensures that both administrators and employees can navigate the system with ease, enhancing overall productivity. By automating routine scheduling tasks, Aladtec empowers public safety personnel to devote more time to their core responsibilities, ultimately benefiting the communities they serve. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=58&secure%5Bchosen_at%5D=2026-08-09T16%3A36%3A48Z&secure%5Bdisplayable_resource_id%5D=428&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=retargeted_product&secure%5Bplacement_resource_ids%5D%5B%5D=5136&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=5136&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=81219867a1485d0de1d0c364b32f80daf04e2588dea31cb978cf15928457c9c9&secure%5Burl%5D=https%3A%2F%2Ftcpsoftware.com%2Fproducts%2Faladtec%2F%3Futm_source%3Dg2%26utm_medium%3Dppl&secure%5Burl_type%5D=custom_url) ### [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/de/products/agentforce-service-formerly-salesforce-service-cloud/reviews) Salesforce Service Cloud ist das weltweit führende KI-CRM für den Service, bei dem Menschen mit KI-Agenten gemeinsam den Kundenerfolg vorantreiben. Service Cloud ermöglicht nahtlose Zusammenarbeit zwischen KI-Agenten und Menschen, für jede Art von Service, auf jedem Kanal und in jeder Branche, um mühelose Erlebnisse vom ersten Kontakt bis zur endgültigen Lösung zu bieten. Mit autonomen Agenten können Sie Interaktionen mit geringem Aufwand und hohem Volumen in berührungslose Erlebnisse verwandeln und sie nahtlos an Ihre menschlichen Agenten übergeben, nur wenn es für komplexere Interaktionen mit hohem Aufwand erforderlich ist. KI, die in den Arbeitsablauf integriert ist, hilft Ihren Serviceteams, neue Produktivitätsniveaus zu erreichen, die Kundenzufriedenheit zu verbessern und Wachstum zu fördern. All diese Funktionen basieren auf der Salesforce-Plattform mit Agentforce und Data Cloud, die es Serviceorganisationen weltweit ermöglichen: - Proaktiven Support mit Daten aus Ihren Produkten, Vermögenswerten und Dienstleistungen bereitzustellen - Rund um die Uhr kanalübergreifenden Service zu bieten und Probleme schnell mit KI-Agenten zu lösen - Die Produktivität zu steigern und das Wachstum mit einer integrierten Plattform zu beschleunigen **Average Rating:** 4.4/5.0 **Total Reviews:** 6,970 #### How Do G2 Users Rate Agentforce Service (formerly Salesforce Service Cloud)? - **War the product ein guter Geschäftspartner?:** 8.7/10 (Category avg: 9.0/10) - **Arbeitsablauf:** 8.4/10 (Category avg: 8.7/10) - **Anpassung:** 8.3/10 (Category avg: 8.4/10) - **Kundenportal:** 8.4/10 (Category avg: 8.6/10) #### Who Is the Company Behind Agentforce Service (formerly Salesforce Service Cloud)? - **Verkäufer:** [Salesforce](https://www.g2.com/de/sellers/salesforce) - **Unternehmenswebsite:** www.salesforce.com - **Gründungsjahr:** 1999 - **Hauptsitz:** San Francisco, CA - **Twitter:** @salesforce 579,511 Twitter-Follower - **LinkedIn®-Seite:** [www.linkedin.com](https://www.g2.com/de/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c04f36289ca03aeff007197f1d9e74e925e328ed6bcfaff98911c78b3ab382f7&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F3185%2F&secure%5Burl_type%5D=linkedin_company_website) 83,223 Mitarbeiter\*innen auf LinkedIn® #### Who Uses This Product? - **Who Uses This:** Salesforce-Administrator, Salesforce-Entwickler - **Top Industries:** Informationstechnologie und Dienstleistungen, Computersoftware - **Company Size:** 42% Medium, 37% Large #### What Do G2 Reviewers Say About Agentforce Service (formerly Salesforce Service Cloud)? _AI-generated summary from verified user reviews_ ##### Pros - Benutzer lieben die **Benutzerfreundlichkeit** des Agentforce-Dienstes und schätzen die schnelle Einrichtung und die hilfreichen Funktionen. - Benutzer schätzen die **benutzerfreundliche Oberfläche und die effektiven Berichtsfunktionen** des Agentforce Service, die die Effizienz des Fallmanagements verbessern. - Benutzer schätzen das **optimierte Fallmanagement** von Agentforce Service, das die Organisation und den Transfer zwischen Abteilungen erleichtert. - Benutzer schätzen die **Effizienz** des Agentforce-Dienstes, der eine nahtlose Einrichtung und ein optimiertes Management von Kundenserviceaufgaben ermöglicht. - Benutzer schätzen die **hilfreichen Anleitungen und die einfache Einrichtung** , was ihre Gesamterfahrung mit Salesforce Service Cloud verbessert. ##### Cons - Benutzer finden, dass die **Komplexität** des Agentforce-Dienstes umfangreiche Schulung und Planung für eine effektive Nutzung erfordern kann. - Benutzer finden die **Lernkurve steil** für neue Benutzer, was beträchtliche Zeit und Planung erfordert, um die Funktionen vollständig zu nutzen. - Benutzer finden die **steile Lernkurve** des Agentforce-Dienstes herausfordernd, insbesondere bei der Einarbeitung neuer Teammitglieder. - Benutzer finden die **Preise und Zusatzoptionen teuer** , was eine sorgfältige Planung erfordert, um die Lizenzkosten effektiv zu verwalten. - Benutzer finden die **komplexe Benutzerfreundlichkeit** des Agentforce-Dienstes herausfordernd, insbesondere während der Einrichtung und Anpassung für erweiterte Funktionen. #### What Are Recent G2 Reviews of Agentforce Service (formerly Salesforce Service Cloud)? **["Die Evolution des Service: Die Kluft zwischen Daten und Aktion überbrücken."](https://www.g2.com/de/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220)** **Rating:** 4.0/5.0 stars _— Naampreet K._ [Read full review](https://www.g2.com/de/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220) **[""Tägliche Nutzung und Bewertung von Salesforce Service Cloud im Inkasso""](https://www.g2.com/de/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648)** **Rating:** 5.0/5.0 stars _— Arnold D._ [Read full review](https://www.g2.com/de/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648) #### What Are G2 Users Discussing About Agentforce Service (formerly Salesforce Service Cloud)? - [Wie trägt Salesforce Service Cloud dazu bei, ein reaktionsschnelleres und effizienteres Kundenerlebnis zu schaffen?](https://www.g2.com/de/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) - 3 comments, 1 upvote - [Wie wird Salesforce Service Cloud eingesetzt, um die betriebliche Effizienz und das Benutzererlebnis in seinem spezifischen Bereich zu verbessern?](https://www.g2.com/de/discussions/how-is-salesforce-service-cloud-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) - 4 comments - [What does customer self service require?](https://www.g2.com/de/discussions/what-does-customer-self-service-require) - [Was ist die Salesforce-Kunden-Community?](https://www.g2.com/de/discussions/what-is-salesforce-customer-community) - 2 comments - [What is feedback management system?](https://www.g2.com/de/discussions/what-is-feedback-management-system) ### [Zendesk for Customer Service](https://www.g2.com/de/products/zendesk-for-customer-service/reviews) "Zendesk für den Kundenservice ist eine KI-gestützte Servicelösung, die einfach einzurichten, zu nutzen und zu skalieren ist. Es bietet sofort einsatzbereite Funktionen, die einfach zu modifizieren sind und Unternehmen helfen, schneller zu agieren. Durch die Nutzung von KI, die auf Milliarden von CX-Interaktionen basiert, verbessert Zendesk das gesamte Serviceerlebnis – von der Selbstbedienung bis hin zu Agenten und Administratoren – und steigert die Effizienz im großen Maßstab. Zendesk stattet Agenten mit Werkzeugen, Einblicken und Kontext aus, um personalisierten Service über alle Kanäle hinweg zu liefern, einschließlich sozialer Nachrichten, Telefon und E-Mail. Es vereint personalisierte Gespräche, Omnichannel-Fallmanagement, KI-Workflows, Automatisierung und einen Marktplatz mit über 1800 Apps auf einer Plattform. Zendesk QA nutzt KI, um die Leistung der Agenten zu bewerten und zu verbessern, während das Workforce Management die Planung und Produktivität optimiert, um die Einsatzbereitschaft in Spitzenzeiten sicherzustellen. Die Lösung ist einfach zu implementieren und anzupassen, ohne dass IT oder Entwickler benötigt werden. Die Mission von Zendesk ist es, die Komplexität von Unternehmen zu vereinfachen und bedeutungsvolle Kundenverbindungen für Unternehmen jeder Größe zu ermöglichen. Zendesk bedient über 130.000 globale Marken in über 30 Sprachen und hat seinen Hauptsitz in San Francisco mit Büros weltweit." **Average Rating:** 4.3/5.0 **Total Reviews:** 6,660 #### How Do G2 Users Rate Zendesk for Customer Service? - **War the product ein guter Geschäftspartner?:** 8.4/10 (Category avg: 9.0/10) - **Arbeitsablauf:** 8.5/10 (Category avg: 8.7/10) - **Anpassung:** 8.0/10 (Category avg: 8.4/10) - **Kundenportal:** 8.5/10 (Category avg: 8.6/10) #### Who Is the Company Behind Zendesk for Customer Service? - **Verkäufer:** [Zendesk](https://www.g2.com/de/sellers/zendesk) - **Unternehmenswebsite:** www.zendesk.com - **Gründungsjahr:** 2007 - **Hauptsitz:** San Francisco, CA - **Twitter:** @Zendesk 102,672 Twitter-Follower - **LinkedIn®-Seite:** [www.linkedin.com](https://www.g2.com/de/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=511eeaf2c0ddc5065caaef5bb8b6d60bcc6b89740bd82db40e2e197c6eced9e2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F418095%2F&secure%5Burl_type%5D=linkedin_company_website) 7,302 Mitarbeiter\*innen auf LinkedIn® #### Who Uses This Product? - **Who Uses This:** Kundenerfolgsmanager, Kundendienstleiter - **Top Industries:** Computersoftware, Informationstechnologie und Dienstleistungen - **Company Size:** 45% Medium, 40% Small #### What Do G2 Reviewers Say About Zendesk for Customer Service? _AI-generated summary from verified user reviews_ ##### Pros - Benutzer schätzen die **Benutzerfreundlichkeit** von Zendesk, die schnelle Antworten und organisierte Support-Workflows ermöglicht. - Benutzer schätzen die **nahtlosen Arbeitsbereiche** in Zendesk, die die Benutzerfreundlichkeit durch effektive Tools wie Talk und E-Mail-Ticketing verbessern. - Benutzer schätzen den **effizienten Kundensupport** von Zendesk und würdigen die organisierte und schnelle Reaktionsfähigkeit. - Benutzer schätzen die **hilfreiche Organisation** von Zendesk, die schnellere Antworten und eine verbesserte Verwaltung des Kundensupports ermöglicht. - Benutzer schätzen das **einfache Ticketmanagement** in Zendesk, das effektive Zusammenarbeit und effiziente Nachverfolgung des Kundensupports ermöglicht. ##### Cons - Benutzer äußern Frustration über **fehlende anpassbare Funktionen** , die ihre Fähigkeit einschränken, Ticketstatus und -aktualisierungen effektiv zu verwalten. - Benutzer finden die **begrenzten Funktionen** von Zendesk für den Kundenservice frustrierend, was die Benutzerfreundlichkeit und Effizienz bei der Einrichtung beeinträchtigt. - Benutzer finden die **Lernkurve steil** für die fortgeschrittenen Funktionen von Zendesk, was Herausforderungen für diejenigen darstellt, die keine technische Expertise haben. - Benutzer empfinden **begrenzte Anpassungsmöglichkeiten** für Ticketstatus und Agentenberechtigungen als Nachteil für ihre Arbeitsabläufe in Zendesk. - Benutzer finden die **Komplexität und Lernkurve** von Zendesk herausfordernd, zusammen mit Problemen mit Bugs und begrenzten Integrationen. #### What Are Recent G2 Reviews of Zendesk for Customer Service? **["Vereinheitlichter Omnichannel-Support mit leistungsstarker Automatisierung und Analytik"](https://www.g2.com/de/survey_responses/zendesk-for-customer-service-review-13140974)** **Rating:** 4.5/5.0 stars _— Ravindra N._ [Read full review](https://www.g2.com/de/survey_responses/zendesk-for-customer-service-review-13140974) **["Ein Ort zur Verwaltung von IT-Anfragen mit klarer Ticketverfolgung"](https://www.g2.com/de/survey_responses/zendesk-for-customer-service-review-13166804)** **Rating:** 4.5/5.0 stars _— Sree K._ [Read full review](https://www.g2.com/de/survey_responses/zendesk-for-customer-service-review-13166804) #### What Are G2 Users Discussing About Zendesk for Customer Service? - [Wie verändert das Zendesk Support Suite die Kundendienst-Erfahrung in verschiedenen Branchen?](https://www.g2.com/de/discussions/how-is-zendesk-support-suite-transforming-the-customer-service-experience-in-various-industries) - 6 comments, 4 upvotes - [Wofür wird die Zendesk Support Suite verwendet?](https://www.g2.com/de/discussions/what-is-zendesk-support-suite-used-for) - 3 comments, 2 upvotes - [Is there a free version of Zendesk?](https://www.g2.com/de/discussions/is-there-a-free-version-of-zendesk) - 7 comments, 1 upvote - [Is zendesk any good?](https://www.g2.com/de/discussions/is-zendesk-any-good) - 8 comments, 1 upvote - [Was kann man mit Zendesk machen?](https://www.g2.com/de/discussions/what-can-you-do-with-zendesk) - 3 comments, 3 upvotes ### [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) Zoho Desk is a web-based help desk software solution designed to assist organizations in providing exceptional customer support experiences. This platform serves as a centralized hub for managing customer interactions across multiple channels, allowing businesses to streamline their support processes and enhance overall customer satisfaction. By focusing on the needs of both customers and support agents, Zoho Desk aims to create a more efficient and effective help desk environment. Targeted primarily at businesses of all sizes, Zoho Desk caters to customer support teams looking to improve their service delivery and operational efficiency. The software is particularly beneficial for organizations that require a robust system to manage inquiries from various communication channels, including email, chat, social media, and phone. With its comprehensive feature set, Zoho Desk is well-suited for industries such as retail, technology, healthcare, and finance, where customer engagement and support are critical to success. One of the standout features of Zoho Desk is its omnichannel support capability, which allows businesses to engage with customers seamlessly across different platforms. This ensures that customers receive consistent and timely responses, regardless of how they choose to reach out. Additionally, the platform enhances agent productivity through automation tools that handle repetitive tasks, enabling support teams to focus on more complex customer issues. The integration of AI capabilities further empowers agents by providing them with insights and suggestions based on historical data and customer interactions. Zoho Desk also offers extensive customization options, allowing organizations to tailor the help desk experience to their specific needs. Users can create custom workflows, set up automated responses, and design personalized dashboards to monitor performance metrics. This level of customization ensures that businesses can adapt the software to fit their unique operational requirements, ultimately leading to improved service delivery and customer satisfaction. Furthermore, Zoho Desk provides real-time performance insights, enabling support managers to track key metrics and make data-driven decisions. The ability to analyze customer interactions and agent performance helps organizations identify areas for improvement and optimize their support strategies. With its cost-effective pricing model, Zoho Desk stands out as a practical solution for businesses seeking to enhance their customer support capabilities without incurring excessive expenses. **Average Rating:** 4.4/5.0 **Total Reviews:** 7,582 #### How Do G2 Users Rate Zoho Desk? - **Has the product been a good partner in doing business?:** 8.4/10 (Category avg: 9.0/10) - **Workflow:** 8.4/10 (Category avg: 8.7/10) - **Customization :** 8.2/10 (Category avg: 8.4/10) - **Customer Portal:** 8.3/10 (Category avg: 8.6/10) #### Who Is the Company Behind Zoho Desk? - **Seller:** [Zoho](https://www.g2.com/sellers/zoho-b00ca9d5-bca8-41b5-a8ad-275480841704) - **Company Website:** www.zoho.com - **Year Founded:** 1996 - **HQ Location:** Austin, TX - **Twitter:** @Zoho 137,880 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9c8e45ddb296c32c6c5597ef9ba945c94562c57624f7bd1dcf1a9e9931f71578&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F38373%2F&secure%5Burl_type%5D=linkedin_company_website) 30,766 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** CEO, Director - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 73% Small, 23% Medium #### What Do G2 Reviewers Say About Zoho Desk? _AI-generated summary from verified user reviews_ ##### Pros - Users praise the **intuitive and user-friendly interface** of Zoho Desk, enhancing ticket management and customer communication seamlessly. - Users appreciate the **intuitive interface and automation features** of Zoho Desk, enhancing support operations and team performance. - Users highly value the **efficient ticket management** of Zoho Desk, noting its seamless operation and valuable automation features. - Users appreciate the **seamless integrations** in Zoho Desk, enhancing collaboration and streamlining customer interaction management. - Users love the **intuitive interface** of Zoho Desk, making ticket management and communication seamless and efficient. ##### Cons - Users face a **difficult learning curve** with Zoho Desk due to an inconsistent UI and complex reporting processes. - Users face a **steep learning curve** with Zoho Desk due to inconsistent UI and complex customization processes. - Users find **limited customization** challenging, as it complicates maintenance and onboarding in Zoho Desk. - Users find the **complexity of advanced features** in Zoho Desk can be frustrating and time-consuming to navigate. - Users find Zoho Desk's **non-intuitive interface** challenging, making navigation and functionality harder to grasp. #### What Are Recent G2 Reviews of Zoho Desk? **["Efficient and clear solution for customer service"](https://www.g2.com/survey_responses/zoho-desk-review-13218904)** **Rating:** 4.5/5.0 stars _— Thomas A._ [Read full review](https://www.g2.com/survey_responses/zoho-desk-review-13218904) **["Great ticketing system for after-sales support"](https://www.g2.com/survey_responses/zoho-desk-review-13204436)** **Rating:** 5.0/5.0 stars _— tang w._ [Read full review](https://www.g2.com/survey_responses/zoho-desk-review-13204436) #### What Are G2 Users Discussing About Zoho Desk? - [How is Zoho Desk enhancing customer service management in diverse business sectors?](https://www.g2.com/discussions/how-is-zoho-desk-enhancing-customer-service-management-in-diverse-business-sectors) - 1 comment, 1 upvote - [How does Zoho Desk streamline customer service operations for businesses of all sizes?](https://www.g2.com/discussions/how-does-zoho-desk-streamline-customer-service-operations-for-businesses-of-all-sizes) - 1 comment, 1 upvote - [What is Zoho Desk used for?](https://www.g2.com/discussions/what-is-zoho-desk-used-for) - 2 comments, 1 upvote ### [Freshdesk](https://www.g2.com/de/products/freshdesk/reviews) Freshdesk (ein Produkt von Freshworks Inc.) ist eine moderne, KI-gestützte Kundenservice-Lösung mit Unternehmensfähigkeit ohne die Komplexität eines Unternehmens. Freshdesk vereint Kanäle, Gespräche, KI-Fähigkeiten, Kundeninformationen und fortschrittliches Ticketing an einem Ort im Freshdesk Command Center, sodass Agenten bereit sind, Probleme zu lösen. Mit Freddy, der menschenorientierten KI, können Kundenserviceteams KI-Agenten in wenigen Minuten live schalten, um komplexe und einfache Anfragen vollständig zu lösen, Unterstützung bei Antworten und Lösungen vom KI-Copiloten zu erhalten und mit KI-Einblicken voraus zu sein. Freshdesk ist auch mit fortschrittlichen Workflows, Automatisierungen und Selbstbedienung ausgestattet, sodass Sie den Kundenservice auf jedem Kanal einfach einrichten und skalieren können – egal, ob Sie ein Support-Team von 10 oder 500 sind. Freshdesk ist schnell einzurichten, einfach zu bedienen und für schnelle Wirkung konzipiert – es liefert 225% ROI, 95% Omnichannel-Erstkontaktlösungsrate und bis zu 80% Lösungen mit KI-Agenten. **Average Rating:** 4.4/5.0 **Total Reviews:** 3,678 #### How Do G2 Users Rate Freshdesk? - **War the product ein guter Geschäftspartner?:** 8.8/10 (Category avg: 9.0/10) - **Arbeitsablauf:** 8.5/10 (Category avg: 8.7/10) - **Anpassung:** 8.1/10 (Category avg: 8.4/10) - **Kundenportal:** 8.6/10 (Category avg: 8.6/10) #### Who Is the Company Behind Freshdesk? - **Verkäufer:** [Freshworks](https://www.g2.com/de/sellers/freshworks) - **Unternehmenswebsite:** www.freshworks.com - **Gründungsjahr:** 2010 - **Hauptsitz:** San Mateo, CA - **Twitter:** @FreshworksInc 19,020 Twitter-Follower - **LinkedIn®-Seite:** [www.linkedin.com](https://www.g2.com/de/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5f531480627d021846a1bab97814f28776888079b40b7e07b52045e7d1e35c99&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffreshworks-inc%2F&secure%5Burl_type%5D=linkedin_company_website) 7,505 Mitarbeiter\*innen auf LinkedIn® #### Who Uses This Product? - **Who Uses This:** Manager, Eigentümer - **Top Industries:** Informationstechnologie und Dienstleistungen, Computersoftware - **Company Size:** 48% Small, 40% Medium #### What Do G2 Reviewers Say About Freshdesk? _AI-generated summary from verified user reviews_ ##### Pros - Benutzer schätzen die **Benutzerfreundlichkeit** von Freshdesk, die eine schnelle Ticketverwaltung und nahtlose Teamübernahme erleichtert. - Benutzer schätzen die **Benutzerfreundlichkeit** von Freshdesk, die eine schnelle Einführung und effektive Ticketverwaltung erleichtert. - Benutzer schätzen die **Automatisierungsfunktionen** von Freshdesk, die die Arbeitsbelastung erheblich reduzieren und die Effizienz im Kundensupport steigern. - Benutzer profitieren von der **hohen Effizienz** von Freshdesk, wodurch das Ticketmanagement und die Zusammenarbeit im Team nahtlos und produktiv werden. - Benutzer schätzen die **effektive Ticketorganisation und -verfolgung** in Freshdesk, was die Arbeitspriorisierung und Zusammenarbeit verbessert. ##### Cons - Benutzer finden das **fehlende Asset-Management-Feature** in Freshdesk im Vergleich zu seinem Schwesterprodukt FreshService einschränkend. - Benutzer erleben **Ticketprobleme** mit Freshdesk, wie z.B. doppelte Tickets und Verzögerungen während Hochlastzeiten. - Benutzer stehen vor **doppelter Ticket-Erstellung** und langsamer Leistung bei hohem Volumen, was die Lösungszeiten und Effizienz beeinträchtigt. - Benutzer finden die **begrenzten Funktionen** von Freshdesk überwältigend, insbesondere neue Benutzer, die Einfachheit suchen. - Benutzer stehen **Einschränkungen bei erweiterten Funktionen und Anpassungen** in Freshdesk gegenüber, was insbesondere kleinere Teams und hohe Ticketvolumen betrifft. #### What Are Recent G2 Reviews of Freshdesk? **["Eine funktionsreiche Plattform zur Verwaltung des Kundenservice"](https://www.g2.com/de/survey_responses/freshdesk-review-13171971)** **Rating:** 4.5/5.0 stars _— sreenivasan p._ [Read full review](https://www.g2.com/de/survey_responses/freshdesk-review-13171971) **["Einfache, leistungsstarke und effektive Helpdesk-Software"](https://www.g2.com/de/survey_responses/freshdesk-review-12954417)** **Rating:** 4.5/5.0 stars _— Aditya S._ [Read full review](https://www.g2.com/de/survey_responses/freshdesk-review-12954417) #### What Are G2 Users Discussing About Freshdesk? - [Welche innovativen Kundenservice-Strategien setzen Unternehmen mit Freshdesk um?](https://www.g2.com/de/discussions/what-innovative-customer-service-strategies-are-companies-implementing-using-freshdesk) - 1 comment - [Wie wird Freshdesk eingesetzt, um die betriebliche Effizienz und das Benutzererlebnis in seinem spezifischen Bereich zu verbessern?](https://www.g2.com/de/discussions/how-is-freshdesk-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) - 1 comment - [Wofür wird Freshdesk verwendet?](https://www.g2.com/de/discussions/what-is-freshdesk-used-for) - 4 comments, 1 upvote - [Was ist der Unterschied zwischen Freshdesk und Freshservice?](https://www.g2.com/de/discussions/what-is-the-difference-between-freshdesk-and-freshservice) - 2 comments - [Is freshdesk a CRM?](https://www.g2.com/de/discussions/is-freshdesk-a-crm) - 3 comments ## FAQs About Help Desk Software Generated using AI 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. ### [HubSpot Service Hub](https://www.g2.com/de/products/hubspot-service-hub/reviews) Service Hub bietet KI-gestützten Kundenservice in großem Maßstab, indem es Kundeninformationen vereint, Omnichannel-Support-Tools bereitstellt und effiziente Self-Service-Optionen innerhalb einer einzigen Plattform ermöglicht. Kernwertversprechen: Service Hub adressiert drei kritische Herausforderungen im Kundenservice: Skalierung von Support-Teams ohne proportionalen Anstieg der Mitarbeiterzahl, Aufrechterhaltung der Servicequalität über mehrere Kommunikationskanäle hinweg und Nutzung von Kundendaten zur Förderung von Kundenbindung und Wachstum. Die Plattform verbindet Kundendienstinformationen mit Informationen aus Vertrieb und Marketing und bietet Support-Mitarbeitern vollständigen Kundenkontext. Hauptfunktionen: Omnichannel-Helpdesk: Service Hub konsolidiert Support-Anfragen aus mehreren Kommunikationskanälen in einer einzigen Oberfläche. Teams verwalten alle Kundenkommunikationen, ohne zwischen Tools wechseln zu müssen, und gewährleisten so eine konsistente Antwortqualität über alle Kanäle hinweg. KI-gestützte Effizienz: Die Plattform umfasst KI-Funktionen, die die Ticketweiterleitung automatisieren, relevante Wissensdatenbankartikel vorschlagen und Muster in Kundenproblemen identifizieren, um die Lösungsgeschwindigkeit und die Produktivität des Support-Teams zu verbessern. Self-Service-Tools: Service Hub bietet die Erstellung von Wissensdatenbanken, Chatbot-Funktionalität und Kundenportal-Funktionen, die es Kunden ermöglichen, eigenständig Antworten zu finden. Dies reduziert das Ticketvolumen und die Arbeitsbelastung des Support-Teams und verbessert gleichzeitig die Kundenzufriedenheit. Datengetriebene Kundenbindung: Die Plattform bietet Kundenbewertung, Effizienzberichte und Trendanalysen, die Serviceleiter dabei unterstützen, gefährdete Konten zu identifizieren, die Teamleistung zu optimieren und Support-Aktivitäten mit Wachstumsmetriken des Unternehmens zu verbinden. Service Hub vs. Alternativen: Im Gegensatz zu eigenständigen Ticketingsystemen, die isoliert arbeiten, teilt Service Hub Kundendaten mit Vertriebs- und Marketingplattformen, sodass Support-Teams den vollständigen Kundenreise-Kontext sehen können. Vertreter können auf Kaufhistorie, Marketing-Interaktionen und Verkaufsgespräche zugreifen, ohne Informationen von anderen Abteilungen anfordern zu müssen. Service Hub eliminiert die Notwendigkeit, separate Tools für Live-Chat, Wissensdatenbankverwaltung, Kundenzufriedenheitsumfragen und Serviceanalysen zu kaufen und zu integrieren, indem es diese Funktionen innerhalb der einheitlichen HubSpot-Plattform bereitstellt. Wer sollte Service Hub nutzen: Service Hub richtet sich an Führungskräfte im Kundenservice, die den Support effizient skalieren möchten, an Support-Teams, die vollständigen Kundenkontext für eine qualitativ hochwertige Servicebereitstellung benötigen, und an Organisationen, die Servicemetriken mit Kundenbindungs- und Wachstumszielen verbinden möchten. Die Plattform ermöglicht es CX-Führungskräften, sich auf effiziente, durch KI unterstützte Mitarbeiter zu konzentrieren. Ergebnis: Service Hub hilft Teams, einen erfreulichen Support in großem Maßstab mit vereinten Kundeninformationen zu bieten, effiziente, durch KI unterstützte Mitarbeiter zu schaffen und ihr Unternehmen zu skalieren, nicht die Komplexität. **Average Rating:** 4.4/5.0 **Total Reviews:** 2,822 #### How Do G2 Users Rate HubSpot Service Hub? - **War the product ein guter Geschäftspartner?:** 8.8/10 (Category avg: 9.0/10) - **Arbeitsablauf:** 8.4/10 (Category avg: 8.7/10) - **Anpassung:** 8.1/10 (Category avg: 8.4/10) - **Kundenportal:** 8.1/10 (Category avg: 8.6/10) #### Who Is the Company Behind HubSpot Service Hub? - **Verkäufer:** [HubSpot](https://www.g2.com/de/sellers/hubspot) - **Unternehmenswebsite:** hubspot.com - **Gründungsjahr:** 2006 - **Hauptsitz:** Cambridge, Massachusetts, United States - **Twitter:** @HubSpot 784,270 Twitter-Follower - **LinkedIn®-Seite:** [www.linkedin.com](https://www.g2.com/de/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e7728cdccf3cd40d382e6159b493e5f6534eb2bfad47dc424c39639ed9e0ebf3&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F68529%2F&secure%5Burl_type%5D=linkedin_company_website) 12,158 Mitarbeiter\*innen auf LinkedIn® #### Who Uses This Product? - **Who Uses This:** Kundenerfolgsmanager, Kundenerfolgspezialist - **Top Industries:** Computersoftware, Informationstechnologie und Dienstleistungen - **Company Size:** 60% Small, 37% Medium #### What Do G2 Reviewers Say About HubSpot Service Hub? _AI-generated summary from verified user reviews_ ##### Pros - Benutzer finden HubSpot Service Hub **außergewöhnlich einfach zu bedienen** , was die Kommunikation vereinfacht und die Entscheidungsfindung mühelos verbessert. - Benutzer schätzen die **nahtlose Integration** des HubSpot Service Hub, die die Zusammenarbeit und den Zugang zu Einblicken über verschiedene Kanäle hinweg verbessert. - Benutzer schätzen den **reaktiven Kundensupport** des HubSpot Service Hub, der ihre Kommunikations- und Entscheidungsfindungseffizienz verbessert. - Benutzer lieben die **Effizienz** des HubSpot Service Hub, der Arbeitsabläufe optimiert und die Produktivität erheblich steigert. - Benutzer schätzen das **effiziente Ticketsystem** im HubSpot Service Hub, um Kundeninteraktionen nahtlos zu verwalten. ##### Cons - Benutzer finden die **fehlenden Funktionen** im HubSpot Service Hub einschränkend, insbesondere wenn die Bedürfnisse wachsen und die Skalierbarkeit kostspielig wird. - Benutzer finden die **begrenzte Anpassung** von Kontakten und Designs einschränkend, was die Funktionalität und den kreativen Ausdruck beeinträchtigt. - Benutzer sind frustriert über die **begrenzten Funktionen** , insbesondere in Bezug auf Anpassungs- und Integrationsschwierigkeiten, die die Produktivität beeinträchtigen. - Benutzer stehen vor einem **Mangel an Funktionen** im HubSpot Service Hub, was die Zusammenarbeit behindert und die Benutzererfahrung erschwert. - Benutzer finden das **Ticketverwaltungssystem umständlich** , mit Einschränkungen, die die Effizienz und Datenverarbeitung beeinträchtigen. #### What Are Recent G2 Reviews of HubSpot Service Hub? **["HubSpot Service Hub has helped streamline our support operations significantly. ."](https://www.g2.com/de/survey_responses/hubspot-service-hub-review-11586632)** **Rating:** 4.0/5.0 stars _— Ashish P._ [Read full review](https://www.g2.com/de/survey_responses/hubspot-service-hub-review-11586632) **["Zentralisiertes Ticket-Management und Support mit Automatisierungen, die das Erlebnis verbessern"](https://www.g2.com/de/survey_responses/hubspot-service-hub-review-12873336)** **Rating:** 4.5/5.0 stars _— Lizeth M._ [Read full review](https://www.g2.com/de/survey_responses/hubspot-service-hub-review-12873336) #### What Are G2 Users Discussing About HubSpot Service Hub? - [Wie trägt der HubSpot Service Hub zu einem kohärenteren und effektiveren Kundendienst-Erlebnis bei?](https://www.g2.com/de/discussions/how-does-hubspot-service-hub-contribute-to-creating-a-more-cohesive-and-effective-customer-service-experience) - 3 comments, 1 upvote - [Wofür wird der HubSpot Service Hub verwendet?](https://www.g2.com/de/discussions/what-is-hubspot-service-hub-used-for) - 2 comments, 1 upvote - [Was macht die HubSpot-Software?](https://www.g2.com/de/discussions/hubspot-service-hub-what-does-hubspot-software-do) - 2 comments - [Welche der folgenden Funktionen sind auf der HubSpot-Plattform verfügbar?](https://www.g2.com/de/discussions/which-of-the-following-features-are-available-on-the-hubspot-platform) - 1 comment - [Was ist ein Service-Hub?](https://www.g2.com/de/discussions/what-is-service-hub) - 2 comments ### [Fin](https://www.g2.com/de/products/fin/reviews) Fin ist ein einzelner Kundenagent, der je nach Bedarf der Konversation unterschiedliche Rollen übernehmen kann. Fin kann Verkauf, Service und mehr abwickeln – alles als Teil eines kontinuierlichen Erlebnisses für den Kunden. Hauptvorteile des Fin AI Agenten: - Automatisiert komplexe Aufgaben wie Rückerstattungen, Transaktionsstreitigkeiten und technische Fehlerbehebung. - Einfach zu konfigurieren mit einer No-Code-Erfahrung, die jeder in Ihrem Team verwalten kann. - Funktioniert mit jedem Helpdesk, einschließlich Salesforce, HubSpot und Freshdesk – keine Migration erforderlich. - Erschwinglich im großen Maßstab mit Preisen ab nur 0,99 $ pro Ergebnis. - Bietet vollständige Sichtbarkeit und Kontrolle durch Tools zur Analyse, Schulung, Prüfung und Bereitstellung von Fin über alle Kanäle hinweg. - Engagiert Käufer, während sie Ihre Website erkunden, und bietet sofortige, relevante Antworten, wenn die Absicht am höchsten ist. - Bringt Interessenten näher an eine Entscheidung, beantwortet Fragen zu Preisen und Funktionen, entkräftet Einwände und passt Lösungen an ihre Bedürfnisse an. - Schließt Gelegenheiten, indem es qualifizierte Käufer zum richtigen nächsten Schritt führt – Meetings buchen, Tests starten oder mit vollständigem Kontext an den Vertrieb übergeben. Wie es funktioniert: Fin kombiniert generative KI mit deterministischen Regeln, um genau wie Ihre besten menschlichen Agenten zu agieren. Sie können Fin detaillierte, schrittweise Anweisungen geben, und es wird sie mit Geschwindigkeit und Zuverlässigkeit befolgen – die Zeit bis zur Lösung verkürzen und die Kundenzufriedenheit verbessern. Unter der Haube wird Fin von Fin APEX 1.0 angetrieben, dem leistungsstärksten und schnellsten Modell für den Kundenservice. Jede Schicht ist auf Genauigkeit, Geschwindigkeit und Zuverlässigkeit optimiert, sodass Fin große Volumen und komplexe Anfragen mit Zuversicht bewältigen kann. Leistungsnachweis: - Fin löst durchschnittlich 67 % der Kundenanfragen, mit Raten von bis zu 93 % für einige Teams. - Vertraut von über 6.000 Kundenserviceteams, einschließlich der weltweit führenden KI-Unternehmen wie Anthropic. - In unabhängigen Tests übertraf Fin konsequent die Konkurrenz und lieferte höhere Lösungsraten als Forethought, Decagon und andere. Rangiert als #1 AI Agent auf G2, mit der höchsten Anzahl an Bewertungen. **Average Rating:** 4.5/5.0 **Total Reviews:** 3,733 #### How Do G2 Users Rate Fin? - **War the product ein guter Geschäftspartner?:** 8.8/10 (Category avg: 9.0/10) - **Arbeitsablauf:** 8.7/10 (Category avg: 8.7/10) - **Anpassung:** 8.2/10 (Category avg: 8.4/10) - **Kundenportal:** 8.8/10 (Category avg: 8.6/10) #### Who Is the Company Behind Fin? - **Verkäufer:** [Intercom, Inc.](https://www.g2.com/de/sellers/intercom-inc) - **Unternehmenswebsite:** www.intercom.com - **Gründungsjahr:** 2011 - **Hauptsitz:** San Francisco, CA - **Twitter:** @fin\_ai 45,225 Twitter-Follower - **LinkedIn®-Seite:** [www.linkedin.com](https://www.g2.com/de/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c4ccbb923eea5ff058661d3cb8551a19d9d748d77ac398b352ccf53e3c08ea3f&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffin%2F&secure%5Burl_type%5D=linkedin_company_website) 953 Mitarbeiter\*innen auf LinkedIn® #### Who Uses This Product? - **Who Uses This:** Kundenerfolgsmanager, CEO - **Top Industries:** Computersoftware, Informationstechnologie und Dienstleistungen - **Company Size:** 56% Small, 37% Medium #### What Do G2 Reviewers Say About Fin? _AI-generated summary from verified user reviews_ ##### Pros - Benutzer schätzen Fins **schnelle und genaue Antworten** , was die Support-Arbeitsbelastung erheblich reduziert und die Lösung von Anfragen verbessert. - Benutzer finden Fins **Benutzerfreundlichkeit** außergewöhnlich, mit intuitiver Navigation und hilfreichen Funktionen, die das Gesamterlebnis vereinfachen. - Benutzer schätzen die **Benutzerfreundlichkeit** von Fin, da sie den reibungslosen Onboarding-Prozess und die effektiven Funktionen zur Gesprächsverfolgung genießen. - Benutzer schätzen die **Effizienz** von Fin und loben seine einfache Integration und intuitive Benutzeroberfläche für nahtlose Abläufe. - Benutzer schätzen die **Automatisierungsfunktionen** von Fin, die Effizienz und Kundenmanagement verbessern, ohne die Support-Teams zu überfordern. ##### Cons - Benutzer finden, dass das Fehlen von **fehlenden Funktionen** in Fin die Benutzerfreundlichkeit einschränkt und die Benutzererfahrung erheblich erschwert. - Benutzer finden Fin's **fehlende Nuance und veraltete Informationen** frustrierend, was oft zu einer Überprüfung mit menschlicher Unterstützung führt. - Benutzer finden, dass die **begrenzten Funktionen** von Fin ihre Fähigkeit einschränken, das volle Potenzial und die Kontrolle auszuschöpfen. - Benutzer erleben eine **steile Lernkurve** mit Fin, da sie dessen Einrichtung und Funktionalität als anspruchsvoll und komplex empfinden. - Benutzer äußern Bedenken über Fins **hohe Preise** , da viele Funktionen zusätzliche Zahlungen erfordern, was zu unerwarteten Rechnungen führt. #### What Are Recent G2 Reviews of Fin? **["Schneller, präziser KI-Support, der Helpdesk-Workflows optimiert"](https://www.g2.com/de/survey_responses/fin-review-13196970)** **Rating:** 4.5/5.0 stars _— Muhammed A._ [Read full review](https://www.g2.com/de/survey_responses/fin-review-13196970) **["Hilfreiche KI-Unterstützung, die unserem Team Zeit spart"](https://www.g2.com/de/survey_responses/fin-review-13188941)** **Rating:** 5.0/5.0 stars _— Ardon G._ [Read full review](https://www.g2.com/de/survey_responses/fin-review-13188941) #### What Are G2 Users Discussing About Fin? - [Wie gestaltet Intercom die Landschaft der Kundenkommunikation und -bindung neu?](https://www.g2.com/de/discussions/how-is-intercom-reshaping-the-landscape-of-customer-communication-and-engagement) - 1 comment - [Wofür wird Intercom verwendet?](https://www.g2.com/de/discussions/what-is-intercom-used-for) - 3 comments - [Does intercom have live chat?](https://www.g2.com/de/discussions/does-intercom-have-live-chat) - 2 comments - [Wofür wird die Intercom-App verwendet?](https://www.g2.com/de/discussions/what-is-intercom-app-used-for) - 1 comment - [Wie funktioniert der Intercom-Chat?](https://www.g2.com/de/discussions/how-does-intercom-chat-work) - 1 comment ### [ServiceNow Customer Service Management](https://www.g2.com/de/products/servicenow-customer-service-management/reviews) Der Customer Service Management (CSM) von ServiceNow transformiert Kundendienst-Erfahrungen mit KI-gestützten Workflows und KI-Agenten, die Ihnen helfen, den Kunden-Self-Service zu beschleunigen, die Produktivität der Agenten zu steigern und die Lösungszeit zu verkürzen. Mit CSM kann Ihre Organisation: - Anrufe abwehren und die Zufriedenheit erhöhen, indem Kunden über einen KI-gestützten Konversations-Chat selbst Antworten und Aktionen finden können. - Die Kapazität erhöhen, um mehr Fälle zu bearbeiten, die Geschäftszeiten zu verlängern und Routineaufgaben mit KI-Agenten zu verwalten. - Den Agenten Zeit sparen mit KI-generierten Fallhistorien, Fallzusammenfassungen und vorgeschlagenen Lösungen. - Mit führenden CCaaS-Lösungen integrieren, um Routing zu vereinheitlichen, das Anruf- und Arbeitsmanagement zu zentralisieren und die Effizienz der Agenten in einem KI-gestützten Arbeitsbereich zu steigern. - Probleme schnell und konsistent lösen, indem Aufgaben automatisiert, Engpässe aufgedeckt und Prozesse verbessert werden. - Schnell einsatzbereit sein und eine niedrige TCO mit kontinuierlicher Innovation auf einer erweiterbaren KI-Plattform aufrechterhalten. Nutzen Sie die Kraft von KI, Daten und Workflows, um Kunden zu begeistern und schnell das zu liefern, was sie wollen, eine beispiellose Produktivität der Agenten zu erreichen und ein völlig neues Maß an Kundenloyalität zu fördern. **Average Rating:** 4.4/5.0 **Total Reviews:** 479 #### How Do G2 Users Rate ServiceNow Customer Service Management? - **War the product ein guter Geschäftspartner?:** 8.5/10 (Category avg: 9.0/10) - **Arbeitsablauf:** 8.8/10 (Category avg: 8.7/10) - **Anpassung:** 8.3/10 (Category avg: 8.4/10) - **Kundenportal:** 8.6/10 (Category avg: 8.6/10) #### Who Is the Company Behind ServiceNow Customer Service Management? - **Verkäufer:** [ServiceNow](https://www.g2.com/de/sellers/servicenow) - **Unternehmenswebsite:** www.servicenow.com - **Gründungsjahr:** 2004 - **Hauptsitz:** Santa Clara, CA - **Twitter:** @servicenow 55,548 Twitter-Follower - **LinkedIn®-Seite:** [www.linkedin.com](https://www.g2.com/de/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8f146dd2da6255ae21db2f89043b268912043fe250660dfee40ba3c0574bb1ba&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F29352%2F&secure%5Burl_type%5D=linkedin_company_website) 35,081 Mitarbeiter\*innen auf LinkedIn® #### Who Uses This Product? - **Who Uses This:** Senior Software Engineer, Associate Consultant - **Top Industries:** Informationstechnologie und Dienstleistungen, Telekommunikation - **Company Size:** 45% Large, 28% Medium #### What Do G2 Reviewers Say About ServiceNow Customer Service Management? _AI-generated summary from verified user reviews_ ##### Pros - Benutzer schätzen die **Benutzerfreundlichkeit** von ServiceNow CSM, profitieren von optimierter Automatisierung und zentralisierten Workflows. - Benutzer schätzen die **nahtlose Integration und Automatisierung** von ServiceNow CSM, die den Kundenlebenszyklus verbessert und die Problemlösung optimiert. - Benutzer loben die **Effizienz** von ServiceNow CSM, da es Prozesse optimiert und die Problemlösung erheblich beschleunigt. - Benutzer schätzen den **reibungslosen Arbeitsablauf** der Case-Management-Funktionen von ServiceNow, die Effizienz und Effektivität der Agenten verbessern. - Benutzer schätzen die **Automatisierungsfähigkeiten** von ServiceNow CSM, die die Problemlösung und die Produktivität des Teams erheblich verbessern. ##### Cons - Benutzer finden die **Lernkurve kompliziert** , da sie ein erhebliches Verständnis für eine effektive Implementierung und Integration erfordert. - Benutzer finden die **steile Lernkurve** des ServiceNow Customer Service Managements herausfordernd, was qualifizierte Hilfe und gründliche Schulung erfordert. - Benutzer empfinden die **begrenzte Anpassungsmöglichkeit** als Einschränkung für die Anpassungsfähigkeit bei der Projektverfolgung und der Klarheit der Ticket-E-Mail-Formatierung. - Benutzer finden die **Komplexität** des ServiceNow Customer Service Managements herausfordernd, was erheblich Zeit für die Einrichtung und das Verständnis erfordert. - Benutzer bemerken einen Bedarf an **Verbesserungen der Benutzeroberfläche** , um das Self-Service-Branding und die Flexibilität des Datenmodells in ServiceNow zu verbessern. #### What Are Recent G2 Reviews of ServiceNow Customer Service Management? **["Erleichtere das Problemmanagement mit detailliertem Ticketing"](https://www.g2.com/de/survey_responses/servicenow-customer-service-management-review-13023317)** **Rating:** 5.0/5.0 stars _— David C._ [Read full review](https://www.g2.com/de/survey_responses/servicenow-customer-service-management-review-13023317) **["ServiceNow CSM: Vereinheitlichte, KI-gestützte Omnichannel-Plattform mit intuitivem Fallmanagement"](https://www.g2.com/de/survey_responses/servicenow-customer-service-management-review-13047596)** **Rating:** 4.0/5.0 stars _— Shubhangi G._ [Read full review](https://www.g2.com/de/survey_responses/servicenow-customer-service-management-review-13047596) #### What Are G2 Users Discussing About ServiceNow Customer Service Management? - [Wofür wird das ServiceNow Customer Service Management verwendet?](https://www.g2.com/de/discussions/what-is-servicenow-customer-service-management-used-for) - 1 comment - [What does ServiceNow Customer Service Management do?](https://www.g2.com/de/discussions/what-does-servicenow-customer-service-management-do) - [Was ist das ServiceNow Service Management?](https://www.g2.com/de/discussions/what-is-servicenow-service-management) - 1 comment - [Ist ServiceNow ein CRM-Tool?](https://www.g2.com/de/discussions/is-service-now-a-crm-tool) - 2 comments - [Was ist das Kundenservicemanagement von ServiceNow?](https://www.g2.com/de/discussions/what-is-servicenow-customer-service-management) - 1 comment ### [Atera](https://www.g2.com/products/atera/reviews) Atera is defining the category of Autonomous IT, where AI agents resolve technical incidents end to end, without a technician in the loop. Atera's AI-native IT management platform consolidates RMM, helpdesk, ticketing, advanced reporting, and automation, empowering IT teams and MSPs to manage and protect infrastructure, automate tasks, and boost service quality by reducing downtime and improving SLAs. Atera’s autonomous AI agent, Robin, detects, diagnoses, remediates, and verifies incidents by taking action directly on devices, servers, networks, and mainframes, resolving Tier-1 and complex Tier-2 incidents in full. 1) Resolution without the wait. Robin doesn't just suggest or assist, it acts and resolves, on its own, instantly. 2) Always-on coverage, day and night. Robin extends your team's reach around the clock, resolving issues at 2am just as reliably as at 2pm, so your team isn't the only line of defense when it comes to fighting downtime. 3) A personal IT tech for every employee. An intelligent, context-aware AI agent that understands your environment, adapts to each user, and responds instantly. Built on a patented architecture, Robin operates as a system of action within your existing enterprise environment, adhering to the highest enterprise-grade security and compliance standards. It's governed by configurable guardrails, a complete audit trail, and approval workflows, so autonomy never comes at the cost of control. More than 13,000 organizations across 120+ countries rely on Atera to keep their people working, uninterrupted. Discover how Atera can help you achieve unparalleled organizational efficiency at www.atera.com. **Average Rating:** 4.6/5.0 **Total Reviews:** 1,226 #### How Do G2 Users Rate Atera? - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.0/10) - **Workflow:** 8.5/10 (Category avg: 8.7/10) - **Customization :** 7.8/10 (Category avg: 8.4/10) - **Customer Portal:** 8.3/10 (Category avg: 8.6/10) #### Who Is the Company Behind Atera? - **Seller:** [Atera](https://www.g2.com/sellers/atera) - **Company Website:** www.atera.com - **Year Founded:** 2011 - **HQ Location:** Tel Aviv - **Twitter:** @AteraCloud 1,675 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d38cf3be9c748c5d823f0616da1e9a35094eec1b19735765c7c4c229a7d79702&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F98739%2F&secure%5Burl_type%5D=linkedin_company_website) 416 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Owner, IT Manager - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 55% Small, 31% Medium #### What Do G2 Reviewers Say About Atera? _AI-generated summary from verified user reviews_ ##### Pros - Users find Atera to be incredibly **easy to use** , streamlining workstation and server management in one place. - Users value the **powerful automation tools** of Atera, enabling efficient workstation and server management through scripts and remote access. - Users appreciate the **all-in-one dashboard** of Atera, which streamlines their workflow and enhances productivity drastically. - Users value the **efficiency** of Atera, noting its automation and ease of use streamline their device management. - Users appreciate Atera's **proactive monitoring** , enhancing efficiency with a seamless all-in-one dashboard for better workflow. ##### Cons - Users note **missing features** like checklists and insufficient alert context, complicating their overall Atera experience. - Users find the **limited features** of Atera restrictive, especially in the mobile app and billing options. - Users report that **improvement is needed** in Atera's interface changes and remote access reliability, impacting workflows. - Users note that **report loading times and limited customization** can hinder efficiency and usability within Atera. - Users highlight **feature issues** with Atera, including inconvenient billing increments and disruptive interface changes. #### What Are Recent G2 Reviews of Atera? **["Easy-to-Use RMM With Strong Patching, Scripting, and a Central Device View"](https://www.g2.com/survey_responses/atera-review-13223481)** **Rating:** 4.0/5.0 stars _— Kyle R._ [Read full review](https://www.g2.com/survey_responses/atera-review-13223481) **["Stable, Clean, and Easy Monitoring with Built-In AI"](https://www.g2.com/survey_responses/atera-review-13213152)** **Rating:** 4.5/5.0 stars _— Dieter S._ [Read full review](https://www.g2.com/survey_responses/atera-review-13213152) #### What Are G2 Users Discussing About Atera? - [What is Atera used for?](https://www.g2.com/discussions/what-is-atera-used-for) - 1 comment - [What is the best RMM tool?](https://www.g2.com/discussions/what-is-the-best-rmm-tool) - 1 comment - [Is atera safe?](https://www.g2.com/discussions/is-atera-safe) - 2 comments - [What is atera RMM?](https://www.g2.com/discussions/what-is-atera-rmm) - 1 comment - [What is atera software?](https://www.g2.com/discussions/what-is-atera-software) - 1 comment ### [Freshservice](https://www.g2.com/products/freshservice/reviews) Freshservice by Freshworks is an AI-powered ServiceOps platform built for modern enterprises that need to move fast without sacrificing control. By unifying ITSM, ITOM, IT asset management, and enterprise service management on a single platform with a shared data layer, Freshservice eliminates the tool sprawl and visibility gaps that slow teams down - creating one source of truth across services, assets, and infrastructure. IT teams get full visibility into their environment: automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends seamlessly to HR, finance, and facilities - giving every business team the same consistent, efficient service experience without the complexity of separate tools. Freshservice comes with a natively embedded AI layer called Freddy AI, that helps agents resolve issues faster, automates employee service requests, and gives leaders the insights they need to make better decisions. The result isn't just faster service; it's a fundamentally more proactive operation that surfaces and resolves issues before they impact employees. **Average Rating:** 4.6/5.0 **Total Reviews:** 1,299 #### How Do G2 Users Rate Freshservice? - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.0/10) - **Workflow:** 7.8/10 (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 Freshservice? - **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks) - **Company Website:** www.freshworks.com - **Year Founded:** 2010 - **HQ Location:** San Mateo, CA - **Twitter:** @FreshworksInc 19,020 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5f531480627d021846a1bab97814f28776888079b40b7e07b52045e7d1e35c99&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffreshworks-inc%2F&secure%5Burl_type%5D=linkedin_company_website) 7,505 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** IT Manager, IT Director - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 61% Medium, 21% Large #### What Do G2 Reviewers Say About Freshservice? _AI-generated summary from verified user reviews_ ##### Pros - Users highlight the **ease of use** of Freshservice, appreciating its intuitive design and efficient ticket management. - Users appreciate the **intuitive interface and extensive features** of Freshservice, simplifying both complex tasks and daily activities. - Users value the **automation features** of Freshservice, significantly enhancing efficiency and streamlining ticket management processes. - Users praise the **variety of ticket organization options** in Freshservice, enhancing efficiency and user experience. - Users value the **intuitive ticket management** in Freshservice, enhancing usability and streamlining internal approval processes. ##### Cons - Users find the **missing features** in Freshservice frustrating, particularly the lack of intuitive reporting and search functionalities. - Users find the **limited features** of Freshservice restrictive, impacting the effectiveness of reporting and project management. - Users find the **learning curve steep** , with complicated configurations and unintuitive reporting features causing frustration. - Users find **limited customization** options in Freshservice, which can restrict tailoring the system to specific business needs. - Users find **ticketing issues** frustrating, especially with confusing reporting and difficulty in extracting data for management. #### What Are Recent G2 Reviews of Freshservice? **["User-Friendly No-Code Automation with Helpful API Integrations and Reporting"](https://www.g2.com/survey_responses/freshservice-review-13141245)** **Rating:** 5.0/5.0 stars _— Shubham C._ [Read full review](https://www.g2.com/survey_responses/freshservice-review-13141245) **["Clean, Customizable, and Fast—Freshservice Keeps Us Organized"](https://www.g2.com/survey_responses/freshservice-review-13160237)** **Rating:** 4.5/5.0 stars _— Enrique L._ [Read full review](https://www.g2.com/survey_responses/freshservice-review-13160237) #### What Are G2 Users Discussing About Freshservice? - [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) - 3 comments, 1 upvote ### [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) Jira Service Management is an IT Service Management (ITSM) solution. Built on the Atlassian platform, Jira Service Management enables teams to deliver and manage services for internal and external stakeholders. Teams from Development to IT to HR use Jira Service Management to intake requests from employees, respond to incidents, deploy changes to improve products or services, track assets, surface knowledge, and automate workflows. **Average Rating:** 4.3/5.0 **Total Reviews:** 966 #### How Do G2 Users Rate Jira Service Management? - **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.0/10) - **Workflow:** 8.9/10 (Category avg: 8.7/10) - **Customization :** 8.4/10 (Category avg: 8.4/10) - **Customer Portal:** 8.9/10 (Category avg: 8.6/10) #### Who Is the Company Behind Jira Service Management? - **Seller:** [Atlassian](https://www.g2.com/sellers/atlassian) - **Company Website:** www.atlassian.com - **Year Founded:** 2002 - **HQ Location:** Sydney and San Francisco - **Twitter:** @Atlassian 106,496 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2a96146f2051a6b8a9a49a13db5b2aa2c98263324b90f1bc18b4ceec70d380b0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fatlassian&secure%5Burl_type%5D=linkedin_company_website) 21,081 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 43% Medium, 38% Large #### What Do G2 Reviewers Say About Jira Service Management? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** in Jira Service Management, facilitating smooth collaboration across departments and impactful customization. - Users value the **seamless integration** of Jira Service Management with Atlassian tools, enhancing collaboration across teams. - Users appreciate the **built-in automation** in Jira Service Management, streamlining tasks like ticket assignment and notifications. - Users value the **user-friendly ticket management** system that simplifies incident tracking and ensures smooth operations. - Users appreciate the **tracking ease** of Jira Service Management, highlighting its robust SLA tracking and efficient issue management. ##### Cons - Users highlight the **steep learning curve** of Jira Service Management, making it challenging for new or non-technical teams. - Users find the **steep learning curve** of Jira Service Management daunting, making initial setup and configuration challenging. - Users find the **steep learning curve** of Jira Service Management challenging, hindering adoption for new or non-technical teams. - Users find the **complex setup** process of Jira Service Management challenging, particularly for new users and non-technical teams. - Users find the **complex UI** challenging, especially for custom metrics and quick checks, affecting their workflow. #### What Are Recent G2 Reviews of Jira Service Management? **["Seamless Jira Integration That Streamlines Service Requests and Support Workflows"](https://www.g2.com/survey_responses/jira-service-management-review-13071435)** **Rating:** 4.5/5.0 stars _— Ravindra N._ [Read full review](https://www.g2.com/survey_responses/jira-service-management-review-13071435) **["Clear Ticket Visibility and Smooth Communication in Jira Service Management"](https://www.g2.com/survey_responses/jira-service-management-review-13195687)** **Rating:** 5.0/5.0 stars _— Sree K._ [Read full review](https://www.g2.com/survey_responses/jira-service-management-review-13195687) #### What Are G2 Users Discussing About Jira Service Management? - [What is Jira Service Management used for?](https://www.g2.com/discussions/what-is-jira-service-management-used-for) - 2 comments, 1 upvote - [What does Jira Service Desk do?](https://www.g2.com/discussions/what-does-jira-service-desk-do) - 1 comment - [Does Jira Service Desk include JIRA software?](https://www.g2.com/discussions/does-jira-service-desk-include-jira-software) - [What are the features of JIRA?](https://www.g2.com/discussions/jira-service-management-what-are-the-features-of-jira) - 1 comment - [Is Jira a service management tool?](https://www.g2.com/discussions/is-jira-a-service-management-tool) - 2 comments ### [BoldDesk](https://www.g2.com/products/bolddesk/reviews) BoldDesk® by Syncfusion® is an advanced, AI-powered Customer service software designed to streamline customer support operations. It combines robust ticketing software, live chat, and multi-channel support with cutting-edge AI features like AI Copilot and AI Agents. AI Agents provide 24/7 assistance with fast, accurate, and human-like responses, ensuring customers always get the right support, anytime. It integrates seamlessly with over 40 popular tools, supports 35+ languages, and scales effortlessly from startups to large enterprises, making it the ideal choice for modern, AI-driven customer support. **Average Rating:** 4.5/5.0 **Total Reviews:** 144 #### How Do G2 Users Rate BoldDesk? - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.0/10) - **Workflow:** 8.7/10 (Category avg: 8.7/10) - **Customization :** 8.5/10 (Category avg: 8.4/10) - **Customer Portal:** 9.0/10 (Category avg: 8.6/10) #### Who Is the Company Behind BoldDesk? - **Seller:** [Syncfusion](https://www.g2.com/sellers/syncfusion) - **Company Website:** www.syncfusion.com - **Year Founded:** 2001 - **HQ Location:** Morrisville, North Carolina - **Twitter:** @Syncfusion 11,907 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=819bbd3d7046da28d101a1e5cf5794e766a9f74c4edf4d097116f83e77cc93b3&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F123064%2F&secure%5Burl_type%5D=linkedin_company_website) 2,709 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** IT Manager, Software Developer - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 46% Small, 36% Medium #### What Do G2 Reviewers Say About BoldDesk? _AI-generated summary from verified user reviews_ ##### Pros - Users find BoldDesk to be very **intuitive and easy to use** , enhancing collaboration across departments effectively. - Users value the **ease of use** of BoldDesk, praising its clean interface and effective collaboration features. - Users commend the **fast and helpful customer support** of BoldDesk, enhancing their overall experience significantly. - Users highlight the **easy setup** of BoldDesk, making it simple to integrate and start using effectively. - Users value the **intuitive interface and usability** of BoldDesk, finding it easy and reliable to navigate. ##### Cons - Users find the **lack of essential features** in BoldDesk, such as RMM and effective AI capabilities, limiting their experience. - Users find the **learning curve challenging** , feeling overwhelmed and requiring tech skills for deeper customization and integration. - Users desire more **customization options** in BoldDesk, particularly for email templates and notifications flexibility. - Users find the **customer portal difficult to operate** , making it overwhelming and frustrating at times. - Users face **ticketing issues** , such as poor layout and lack of user activity logs, affecting overall usability. #### What Are Recent G2 Reviews of BoldDesk? **["BoldDesk: User-Friendly Ticketing with Seamless Integrations and Tremendous Support"](https://www.g2.com/survey_responses/bolddesk-review-12803790)** **Rating:** 5.0/5.0 stars _— Adithya K._ [Read full review](https://www.g2.com/survey_responses/bolddesk-review-12803790) **["BoldDesk: Essential Tool with Room for Interface Improvement"](https://www.g2.com/survey_responses/bolddesk-review-13088897)** **Rating:** 5.0/5.0 stars _— Vishal N._ [Read full review](https://www.g2.com/survey_responses/bolddesk-review-13088897) ### [Front](https://www.g2.com/de/products/front/reviews) Front ist eine moderne Customer Experience (CX) Plattform, die entwickelt wurde, um Unternehmen dabei zu helfen, Kundeninteraktionen zu priorisieren. Diese Lösung bietet einen einheitlichen Arbeitsbereich zur Verwaltung aller Kundenkommunikationen, einschließlich individueller Postfächer und interner Kollaborationstools. Durch die Bereitstellung einer einzigen Übersicht über Kundeninteraktionen verbessert Front die Produktivität der Agenten, indem es den Bedarf an App-Wechsel minimiert und sicherstellt, dass Antworten nicht nur schnell, sondern auch genau und personalisiert sind. Die Plattform ist besonders vorteilhaft für kundenorientierte Organisationen, die einen optimierten Ansatz für die Kommunikation benötigen. Front ist für Unternehmen jeder Größe maßgeschneidert, von Start-ups bis hin zu etablierten Unternehmen, und ermöglicht es ihnen, Kundenanfragen effizient zu verwalten. Spezifische Anwendungsfälle umfassen die Bearbeitung von Kundensupport-Tickets, die Verwaltung von Verkaufsanfragen und die Förderung der Teamzusammenarbeit bei kundenbezogenen Aufgaben. Diese Vielseitigkeit macht Front zu einem unverzichtbaren Werkzeug für jede Organisation, die ihre Kundenbindungsstrategien verbessern möchte. Eines der Hauptmerkmale von Front sind seine fortschrittlichen KI-Fähigkeiten. Im Gegensatz zu traditionellen Kundenservice-KI-Lösungen, die oft einen fehlerorientierten Ansatz verfolgen, ist Front AI darauf ausgelegt, intelligent zu starten und sich kontinuierlich zu verbessern. Es lernt in Echtzeit aus jeder Kundeninteraktion, sodass Unternehmen ihre Abläufe von Anfang an sicher skalieren können. Diese proaktive Lernfähigkeit stellt sicher, dass Agenten Zugang zu relevanten Einblicken und Vorschlägen haben, was ihre Fähigkeit verbessert, außergewöhnlichen Service zu bieten. Darüber hinaus zeichnet sich Front durch seine benutzerfreundliche Oberfläche und einfache Konfiguration aus. Unternehmen können die Plattform an ihre einzigartigen Arbeitsabläufe anpassen, ohne umfangreiche IT-Ressourcen oder externe Berater zu benötigen. Diese Kontrolle über die Kundenerfahrung befähigt Organisationen, sich schnell an die sich ändernden Bedürfnisse und Vorlieben der Kunden anzupassen und letztendlich stärkere Beziehungen zu ihren Kunden aufzubauen. Mit über 9.000 Unternehmen, darunter namhafte Namen wie ClickUp, Uber Freight und Reed & Mackay, die Front für ihre Kundenbindungsbedürfnisse vertrauen, demonstriert die Plattform ihre Effektivität bei der Bereitstellung von Effizienz und umsetzbaren Einblicken. Front ist bestrebt, allen Nutzern, unabhängig von der Teamgröße, branchenführenden Kundenservice zu bieten und sicherzustellen, dass jede Organisation einen kundenorientierten Ansatz in ihren Abläufen beibehalten kann. **Average Rating:** 4.7/5.0 **Total Reviews:** 2,450 #### How Do G2 Users Rate Front? - **War the product ein guter Geschäftspartner?:** 9.2/10 (Category avg: 9.0/10) - **Arbeitsablauf:** 8.9/10 (Category avg: 8.7/10) - **Anpassung:** 8.4/10 (Category avg: 8.4/10) - **Kundenportal:** 8.7/10 (Category avg: 8.6/10) #### Who Is the Company Behind Front? - **Verkäufer:** [Front App](https://www.g2.com/de/sellers/front-app) - **Unternehmenswebsite:** frontapp.com - **Gründungsjahr:** 2014 - **Hauptsitz:** San Francisco, CA - **Twitter:** @FrontHQ 9,411 Twitter-Follower - **LinkedIn®-Seite:** [www.linkedin.com](https://www.g2.com/de/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=22f1f04cd1949da588671c6cc7c9501403aa23164e76c00ed5f9c00b12329500&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffronthq%2F&secure%5Burl_type%5D=linkedin_company_website) 560 Mitarbeiter\*innen auf LinkedIn® #### Who Uses This Product? - **Who Uses This:** Kundenerfolgsmanager, Kundenbetreuer - **Top Industries:** Logistik und Lieferkettenmanagement, Computersoftware - **Company Size:** 48% Small, 42% Medium #### What Do G2 Reviewers Say About Front? _AI-generated summary from verified user reviews_ ##### Pros - Benutzer schätzen die **Benutzerfreundlichkeit** von Front, genießen die unkomplizierte Navigation und die effiziente Zusammenarbeit im Team. - Benutzer schätzen den Aspekt der **Teamzusammenarbeit** von Front, der die Kommunikation und den Arbeitsablauf in der gesamten Organisation verbessert. - Benutzer schätzen Fronts **saubere Benutzeroberfläche und leistungsstarke Funktionen** , die die Zusammenarbeit im Team verbessern und die Kundenkommunikation effektiv rationalisieren. - Benutzer schätzen die **nahtlose Kommunikation** in Front und würdigen die Integration mit Tools und das effiziente E-Mail-Management. - Benutzer finden die **intelligenten Kommentierungs- und Organisationsfunktionen** von Front unglaublich hilfreich für eine reibungslose Kommunikation und Effizienz. ##### Cons - Benutzer äußern Bedenken über **fehlende Funktionen** wie erweiterte Analysen und effektive E-Mail-Organisation, die tägliche Aufgaben erschweren. - Benutzer berichten von **Problemen bei der E-Mail-Verwaltung** aufgrund von Tagging-Problemen, ineffektiven Suchfunktionen und fehlenden KI-Funktionen für mehr Effizienz. - Benutzer finden **das E-Mail-Management umständlich** und haben Schwierigkeiten beim Suchen, Navigieren durch Threads und beim effektiven Weiterleiten spezifischer Nachrichten. - Benutzer haben **Probleme mit der E-Mail-Verwaltung** bei Front, einschließlich Schwierigkeiten bei der Organisation und inkonsistenter Leistung. - Benutzer finden die **begrenzten Funktionen** von Front enttäuschend, insbesondere angesichts der hohen Preise für kleine bis mittlere Unternehmen. #### What Are Recent G2 Reviews of Front? **["Optimiert die Teamkommunikation und interne Zusammenarbeit"](https://www.g2.com/de/survey_responses/front-review-13221809)** **Rating:** 5.0/5.0 stars _— Rosette C._ [Read full review](https://www.g2.com/de/survey_responses/front-review-13221809) **["Eine leistungsstarke Lösung für die Zusammenarbeit im Team und die Kundenkommunikation"](https://www.g2.com/de/survey_responses/front-review-13019442)** **Rating:** 5.0/5.0 stars _— Victoire P._ [Read full review](https://www.g2.com/de/survey_responses/front-review-13019442) #### What Are G2 Users Discussing About Front? - [Was sind einige fortgeschrittene Integrationen und Anwendungsfälle von Front bei der Verwaltung von Kundenkommunikation im E-Commerce?](https://www.g2.com/de/discussions/what-are-some-advanced-integrations-and-use-cases-of-front-in-managing-customer-communications-in-e-commerce) - [Wofür wird Front verwendet?](https://www.g2.com/de/discussions/what-is-front-used-for) - 2 comments ### [Kustomer](https://www.g2.com/de/products/kustomer/reviews) Kustomer ist die intelligente Kundenerfahrungsplattform, die Marken befähigt, Kunden in den Mittelpunkt jeder Interaktion zu stellen. Durch die Vereinheitlichung von Kundendaten, Gesprächen und KI-gestützten Workflows in einem nahtlosen Arbeitsbereich können Teams einen Service bieten, der begeistert, bindet und Wachstum fördert. Mit Kustomer wird der Support schneller, intelligenter und persönlicher. **Average Rating:** 4.4/5.0 **Total Reviews:** 533 #### How Do G2 Users Rate Kustomer? - **War the product ein guter Geschäftspartner?:** 8.8/10 (Category avg: 9.0/10) - **Arbeitsablauf:** 8.9/10 (Category avg: 8.7/10) - **Anpassung:** 8.7/10 (Category avg: 8.4/10) - **Kundenportal:** 8.9/10 (Category avg: 8.6/10) #### Who Is the Company Behind Kustomer? - **Verkäufer:** [Kustomer](https://www.g2.com/de/sellers/kustomer) - **Unternehmenswebsite:** www.kustomer.com - **Gründungsjahr:** 2015 - **Hauptsitz:** Short Hills, US - **Twitter:** @kustomer 2,203 Twitter-Follower - **LinkedIn®-Seite:** [www.linkedin.com](https://www.g2.com/de/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=78c22a797f40ba7ab90599b5b5fb04a57a7125f0c0bd922bfad64ca365851b3a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F10517045%2F&secure%5Burl_type%5D=linkedin_company_website) 283 Mitarbeiter\*innen auf LinkedIn® #### Who Uses This Product? - **Who Uses This:** Kundendienstmitarbeiter, Mitarbeiter für Mitgliedererfahrung - **Top Industries:** Verbraucherdienste, Einzelhandel - **Company Size:** 65% Medium, 21% Small #### What Do G2 Reviewers Say About Kustomer? _AI-generated summary from verified user reviews_ ##### Pros - Benutzer finden die Oberfläche von Kustomer **intuitiv und benutzerfreundlich** , was die effiziente Verwaltung von Kundeninformationen und -interaktionen verbessert. - Benutzer schätzen die **intuitive Benutzeroberfläche und zentralisierte Kundeninformationen** in Kustomer, was Effizienz und Kommunikation verbessert. - Benutzer schätzen die **zentralisierte Kundeninformation** in Kustomer, was die Effizienz steigert und die Kommunikationsprozesse optimiert. - Benutzer schätzen die **Effizienz** von Kustomer, da sie von der intuitiven Benutzeroberfläche und der nahtlosen Integration mit anderen Plattformen profitieren. - Benutzer heben die **Effizienz der Automatisierung** in Kustomer hervor, die Aufgaben rationalisiert und die Gesamtproduktivität im Kundenservice verbessert. ##### Cons - Benutzer erleben **langsame Leistung** mit Kustomer, was zu Arbeitsablaufunterbrechungen und frustrierenden Bearbeitungszeiten führt. - Benutzer erleben oft **langsame Ladezeiten** mit Kustomer, was die schnelle Kundenlösung behindert und die Produktivität beeinträchtigt. - Benutzer finden die **Lernkurve steil** , mit einer komplexen Benutzeroberfläche, die die Navigation und das Onboarding erschwert. - Benutzer finden die **Komplexität** von Kustomer herausfordernd, insbesondere Neulinge, was die Navigation erschwert und umfangreiche Schulungen erfordert. - Benutzer finden die Benutzeroberfläche von Kustomer **nicht intuitiv** , was zu Herausforderungen bei der Navigation und längeren Einarbeitungszeiten führt. #### What Are Recent G2 Reviews of Kustomer? **["Einheitliche Ansicht und Arbeitsablauf-Erleichterung mit Kustomer"](https://www.g2.com/de/survey_responses/kustomer-review-11826298)** **Rating:** 4.5/5.0 stars _— Austin J._ [Read full review](https://www.g2.com/de/survey_responses/kustomer-review-11826298) **["Dynamische E-Mail-Makros und CSAT-Tracking, die perfekt zu Support-Teams passen"](https://www.g2.com/de/survey_responses/kustomer-review-13160487)** **Rating:** 4.0/5.0 stars _— Sangram Z._ [Read full review](https://www.g2.com/de/survey_responses/kustomer-review-13160487) #### What Are G2 Users Discussing About Kustomer? - [What is Kustomer used for?](https://www.g2.com/de/discussions/what-is-kustomer-used-for) ### [Sprinklr Service](https://www.g2.com/de/products/sprinklr-service/reviews) Sprinklr Service ist eine cloud-native, einheitliche Kundenserviceplattform, die von KI unterstützt wird und nahtlose Kunden- und Agentenerfahrungen über mehr als 30 digitale, soziale und Sprachkanäle ermöglicht und Echtzeit-Einblicke liefert, die umsetzbar und skalierbar sind – und damit die Notwendigkeit für andere Punktlösungen eliminiert. - Ermöglicht es Kunden, über ihren bevorzugten Kanal mit Ihrer Marke zu interagieren, für ein konsistentes Markenerlebnis, das zur Kundenzufriedenheit führt. - Befähigt Agenten mit einer einheitlichen/360-Grad-Kundensicht und empfiehlt die relevantesten Antworten mit der Kraft der KI, um die Produktivität und Erfahrung der Agenten zu verbessern. - Bietet bedeutungsvolle und umsetzbare Einblicke für Vorgesetzte, um Wachstum und operative Exzellenz voranzutreiben. - Hilft Führungskräften, Wachstums-, Transformations- und Innovationsmöglichkeiten durch Echtzeit-Kontaktcenter-Einblicke zu entdecken, die unternehmensweit skalierbar sind. **Average Rating:** 4.3/5.0 **Total Reviews:** 679 #### How Do G2 Users Rate Sprinklr Service? - **War the product ein guter Geschäftspartner?:** 8.6/10 (Category avg: 9.0/10) - **Arbeitsablauf:** 8.6/10 (Category avg: 8.7/10) - **Anpassung:** 7.9/10 (Category avg: 8.4/10) - **Kundenportal:** 8.2/10 (Category avg: 8.6/10) #### Who Is the Company Behind Sprinklr Service? - **Verkäufer:** [Sprinklr](https://www.g2.com/de/sellers/sprinklr) - **Unternehmenswebsite:** www.sprinklr.com - **Gründungsjahr:** 2009 - **Hauptsitz:** New York - **Twitter:** @Sprinklr 38,047 Twitter-Follower - **LinkedIn®-Seite:** [www.linkedin.com](https://www.g2.com/de/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2651bb6e84447f3b01d63e29fe0f8afcc3c5f50fd7788def648e7d5319fcae4f&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F399351%2F&secure%5Burl_type%5D=linkedin_company_website) 4,380 Mitarbeiter\*innen auf LinkedIn® #### Who Uses This Product? - **Who Uses This:** Social-Media-Manager, Community-Manager - **Top Industries:** Verbraucherdienste, Marketing und Werbung - **Company Size:** 41% Large, 30% Medium #### What Do G2 Reviewers Say About Sprinklr Service? _AI-generated summary from verified user reviews_ ##### Pros - Benutzer schätzen die **Benutzerfreundlichkeit** von Sprinklr Service und finden es einfach und effektiv für das Management der Kundenerfahrung. - Benutzer schätzen die **benutzerfreundliche Oberfläche** von Sprinklr Service, die den Komfort und die Interaktion auf sozialen Medienplattformen verbessert. - Benutzer schätzen das **professionelle und kompetente Support-Team** von Sprinklr Service, was ihre Gesamterfahrung und Zufriedenheit verbessert. - Benutzer schätzen die **Effizienz** von Sprinklr Service und genießen nahtloses Management und maßgeschneiderte Lösungen für ihre Geschäftsanforderungen. - Benutzer schätzen den **erstklassigen Kundensupport** von Sprinklr Service und heben dessen Verfügbarkeit und Engagement zur Verbesserung der Erfahrungen hervor. ##### Cons - Benutzer finden die **Komplexität der Funktionen** überwältigend, insbesondere neue Benutzer, was zu Verwirrung und Leistungsproblemen führt. - Benutzer stehen bei Sprinklr Service vor einer **steilen Lernkurve** , was Zeit und Schulung erfordert, um kompetent zu werden. - Benutzer erleben **fehlende Funktionen** in Sprinklr Service, was für einige Aufgaben ein natives Posten erfordert und die Workflow-Effizienz beeinträchtigt. - Benutzer erleben **langsame Ladezeiten** beim Abrufen von Schlüsselwörtern und Erstellen von Fällen, was ihre Effizienz und Zufriedenheit beeinträchtigt. - Benutzer stehen bei Sprinklr Service oft vor einer **steilen Lernkurve** , was es für neue oder kleinere Teams herausfordernd macht. #### What Are Recent G2 Reviews of Sprinklr Service? **["Umfassende CRM-Lösung mit anpassbaren Workflows"](https://www.g2.com/de/survey_responses/sprinklr-service-review-13220256)** **Rating:** 4.0/5.0 stars _— Ruben B._ [Read full review](https://www.g2.com/de/survey_responses/sprinklr-service-review-13220256) **["Anpassbare Regel-Engine und Regex-Erkennung für proaktive Ausfallwarnungen"](https://www.g2.com/de/survey_responses/sprinklr-service-review-13083125)** **Rating:** 5.0/5.0 stars _— Asrul R._ [Read full review](https://www.g2.com/de/survey_responses/sprinklr-service-review-13083125) ### [monday service](https://www.g2.com/products/monday-service/reviews) monday service is an AI-powered enterprise service management platform built to help organizations scale service without adding headcount or complexity. With built-in AI, monday service helps teams triage, route, and resolve requests faster across IT, HR, Operations, Finance, and more. Instead of relying on manual handling or static workflows, AI helps service teams execute work efficiently - reducing repetitive effort while ensuring complex cases are handled with the right level of oversight. At the core of monday service is the Agents Workforce - an AI-powered service workforce made up of specialized agents that autonomously resolve requests and take action across the organization, while teams remain firmly in control. Built natively on the monday.com platform, agents use ticket history, organizational knowledge, and live business context to deliver accurate, policy-aligned service from day one. With built-in orchestration, guardrails, and real-time monitoring, teams can safely deploy, oversee, and scale AI as service demand grows. With no-code AI and automation, teams can deploy and optimize workflows in minutes. As service demand grows, AI helps absorb high-volume work, reduce backlog, and protect SLAs - freeing teams to focus on higher-impact initiatives instead of constant firefighting. Unlike legacy ESM tools that separate ticketing from execution, monday service connects requests directly to workflows, projects, and cross-team work. Resolutions trigger real action, updating systems and moving work forward in real time. Enterprise-grade permissions, guardrails, and monitoring provide full visibility and control over AI-powered processes at scale. Whether replacing a legacy ESM solution or launching service management for the first time, monday service delivers rapid time-to-value, intuitive adoption, and scalable AI-driven execution - with minimal implementation. Service at scale. Without losing control. Key Capabilities: Omnichannel ticket intake Autonomous AI agents for triage, routing, and end-to-end resolution No-code workflows and automation Dashboards and reporting SLA tracking and performance insights Project, problem, and incident management **Average Rating:** 4.4/5.0 **Total Reviews:** 180 #### How Do G2 Users Rate monday service? - **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.0/10) - **Workflow:** 9.7/10 (Category avg: 8.7/10) - **Customization :** 8.8/10 (Category avg: 8.4/10) - **Customer Portal:** 9.4/10 (Category avg: 8.6/10) #### Who Is the Company Behind monday service? - **Seller:** [monday.com](https://www.g2.com/sellers/monday-com-d88207e4-9e92-412d-903b-61cd13ca592b) - **Company Website:** monday.com - **Year Founded:** 2012 - **HQ Location:** Tel Aviv - **Twitter:** @mondaydotcom 40,761 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=efcc1bc784d43448424f5b18a6e2f5d5488a066e911204b167572629a6d9b361&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fmondaydotcom&secure%5Burl_type%5D=linkedin_company_website) 3,837 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Marketing and Advertising, Information Technology and Services - **Company Size:** 48% Medium, 35% Small #### What Do G2 Reviewers Say About monday service? _AI-generated summary from verified user reviews_ ##### Pros - Users find the **ease of use** of Monday Service invaluable, simplifying adaptation and enhancing efficiency for their processes. - Users value the **flexibility and adaptability** of Monday Service, significantly enhancing their efficiency and workflow management. - Users value the **automation features** of monday.com, which streamline processes and enhance productivity significantly. - Users appreciate the **user-friendly organization** and visual management features of monday service, enhancing task tracking and communication. - Users appreciate the **organizational capabilities** of monday service, enhancing team collaboration and streamlining communication seamlessly. ##### Cons - Users find monday's **limited features** frustrating, especially the reliance on third-party integrations and workflow constraints. - Users find **limited functionality** in automation and reporting features, which hinders customization and flexibility in workflows. - Users experience occasional **performance issues** with slow loading times, especially on large boards or older PCs. - Users express concern over **limited automation options** , hindering flexibility and complicating workflows without costly upgrades. - Users find Monday Service to be **not intuitive** , with complicated navigation and slow performance hindering their overall experience. #### What Are Recent G2 Reviews of monday service? **["Easy to Navigate, Regularly Updated, and Adaptable for Many Workflows"](https://www.g2.com/survey_responses/monday-service-review-13116016)** **Rating:** 5.0/5.0 stars _— Verified User in Media Production_ [Read full review](https://www.g2.com/survey_responses/monday-service-review-13116016) **["Centralized Requests, Powerful Automations, and Real-Time Insights with monday service"](https://www.g2.com/survey_responses/monday-service-review-13222333)** **Rating:** 4.5/5.0 stars _— Ashley B._ [Read full review](https://www.g2.com/survey_responses/monday-service-review-13222333) - ‹ Prev‹ Prev - 1 - [2](/categories/help-desk?order=g2_score&page=2#product-list) - [3](/categories/help-desk?order=g2_score&page=3#product-list) - [4](/categories/help-desk?order=g2_score&page=4#product-list) - [5](/categories/help-desk?order=g2_score&page=5#product-list) - … - [34](/categories/help-desk?order=g2_score&page=34#product-list) - [35](/categories/help-desk?order=g2_score&page=35#product-list) - [Next ›Next ›](/categories/help-desk?order=g2_score&page=2#product-list) Spotlight Categories [Managed File Transfer (MFT) Software](https://www.g2.com/categories/managed-file-transfer-mft) [Multi-Country Payroll Software](https://www.g2.com/categories/multi-country-payroll) [Spend Management Software](https://www.g2.com/categories/spend-management) [VoIP Providers](https://www.g2.com/categories/voip) [Online Community Management Software](https://www.g2.com/categories/online-community-management) Similar Categories - [Live Chat](/categories/live-chat) - [Customer Self-Service](/categories/customer-self-service) - [Social Customer Service](/categories/social-customer-service) - [Appointment Reminder](/categories/appointment-reminder) - [Call & Contact Center](/categories/call-contact-center) - [Client Onboarding](/categories/client-onboarding) - [Co-Browsing](/categories/co-browsing) - [Complaint Management](/categories/complaint-management) - [Contact Center Outsourcing Services](/categories/contact-center-outsourcing-services) - [Contact Center Payments](/categories/contact-center-payments) - [Conversational Support](/categories/conversational-support) - [Customer Communications Management](/categories/customer-communications-management) - [Customer Education](/categories/customer-education) - [Customer Service Automation](/categories/customer-service-automation) - [Customer Success](/categories/customer-success) [Browse Help Desk Themes](/categories/help-desk/themes) ![Inia Debnath](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Inia Debnath") ID Researched and written by [Inia Debnath](https://research.g2.com/insights/author/inia-debnath) Updated April 9, 2026 Help desk software is used to organize, manage, and respond to service-related requests from internal and external sources, helping customer service teams streamline support processes and analyze engagement across communication channels. ### Core Capabilities of Help Desk Software To qualify for inclusion in the Help Desk category, a product must: - Organize external customer inquiries into tickets for support agents - Aggregate inquiries from emails and a customer portal - Assign tickets to support agents for prompt service ### Common Use Cases for Help Desk Software Help desk software is commonly used to: - Manage incoming customer inquiries across email, phone, social media, and portals - Track ticket status and prioritize issues for support teams - Provide customers with self-service options through knowledge bases or portals - Monitor agent performance and customer service metrics - Centralize multi-channel communication for faster resolution ### How Help Desk Software Differs from Other Tools Help desk software focuses on handling customer inquiries and service requests across multiple communication channels, often integrating customer self-service, social customer service, and live chat tools to boost efficiency and support quality. ### Insights from G2 on Help Desk Software Based on category trends on G2, streamlined ticket management, unified communication channels, and analytics that help teams better understand customer needs and improve service performance. Top Tools at a Glance | Product | Best for | User Review | | --- | --- | --- | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_e63eb2d0ef10e2df421befaed80bed3c/agentforce-service-formerly-salesforce-service-cloud.jpg "Product Avatar Image")](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)[Agentforce Service...](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)[4.4/5(7,358)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | Enterprise case management with AI and CRM context | "The Evolution of Service: Bridging the Gap Between Data and Action." | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_b4de3f87b12321882f19b7a93f94109c/zendesk-for-customer-service.png "Product Avatar Image")](https://www.g2.com/products/zendesk-for-customer-service/reviews)[Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews)[4.3/5(7,016)](https://www.g2.com/products/zendesk-for-customer-service/reviews) | Omnichannel customer support and ticket tracking | "Unified Omnichannel Support with Powerful Automation and Analytics" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_64053aa8e6f62c8428f8fab92ee1c9d3/zoho-desk.jpg "Product Avatar Image")](https://www.g2.com/products/zoho-desk/reviews)[Zoho Desk](https://www.g2.com/products/zoho-desk/reviews)[4.4/5(7,831)](https://www.g2.com/products/zoho-desk/reviews) | Customizable ticketing for growing support teams | "Great ticketing system for after-sales support" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_8eac408c131f013530178efd9a9ca600/freshdesk.png "Product Avatar Image")](https://www.g2.com/products/freshdesk/reviews)[Freshdesk](https://www.g2.com/products/freshdesk/reviews)[4.4/5(3,756)](https://www.g2.com/products/freshdesk/reviews) | Easy ticket intake and support workflow tracking | "A Feature-Rich Platform for Managing Customer Service" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_4a91439aa6f7e57f756acaa150ec767f/hubspot-service-hub.png "Product Avatar Image")](https://www.g2.com/products/hubspot-service-hub/reviews)[Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews)[4.4/5(2,919)](https://www.g2.com/products/hubspot-service-hub/reviews) | CRM-connected support tickets and customer history | "Ticket management and centralized support with automations that enhance the experience" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_b34e5fb2190630dd5d5830f2b22fe140/fin.png "Product Avatar Image")](https://www.g2.com/products/fin/reviews)[Fin](https://www.g2.com/products/fin/reviews)[4.5/5(3,900)](https://www.g2.com/products/fin/reviews) | AI support deflection from help content | "Fast, Accurate AI Support That Streamlines Help Desk Workflows" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_da836c06c61c98d4a0795c7cfc3a9a5a/servicenow-customer-service-management.jpg "Product Avatar Image")](https://www.g2.com/products/servicenow-customer-service-management/reviews)[ServiceNow Customer Service...](https://www.g2.com/products/servicenow-customer-service-management/reviews)[4.4/5(498)](https://www.g2.com/products/servicenow-customer-service-management/reviews) | Cross-team case workflows and service visibility | "Facilitate Problem Management with Detailed Ticketing" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_7550bcff45895b9a0bd1ebb5c48260a6/atera.png "Product Avatar Image")](https://www.g2.com/products/atera/reviews)[Atera](https://www.g2.com/products/atera/reviews)[4.6/5(1,245)](https://www.g2.com/products/atera/reviews) | IT help desk with remote monitoring and automation | "Easy-to-Use RMM With Strong Patching, Scripting, and a Central Device View" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Product Avatar Image")](https://www.g2.com/products/jira-service-management/reviews)[Jira Service Management](https://www.g2.com/products/jira-service-management/reviews)[4.3/5(991)](https://www.g2.com/products/jira-service-management/reviews) | Request portals and IT service workflows | "Clear Ticket Visibility and Smooth Communication in Jira Service Management" | * * * Show More ### Help Desk Topics - [Help desk software buying insights at a glance](#help-desk-software-buying-insights-at-a-glance) - [What is help desk software?](#what-is-help-desk-software) - [What are the top reviewed helpdesk software on G2?](#what-are-the-top-reviewed-helpdesk-software-on-g2) - [Help desk software pricing and cost considerations](#help-desk-software-pricing-and-cost-considerations) - [Types of help desk software on G2](#types-of-help-desk-software-on-g2) - [Top help desk software features rated by G2 reviewers](#top-help-desk-software-features-rated-by-g2-reviewers) - [Top service desk software benefits identified by G2 reviewers](#top-service-desk-software-benefits-identified-by-g2-reviewers) - [Top help desk tools challenges identified by G2 reviewers](#top-help-desk-tools-challenges-identified-by-g2-reviewers) - [What is help desk software used for?](#what-is-help-desk-software-used-for) - [Who uses helpdesk software?](#who-uses-helpdesk-software) - [Common service desk software integrations](#common-service-desk-software-integrations) - [Future of helpdesk software](#future-of-helpdesk-software) - [Sources](#sources) - [ ### Help Desk Topics Expand/Collapse ](#) - [Help desk software buying insights at a glance](#help-desk-software-buying-insights-at-a-glance) - [What is help desk software?](#what-is-help-desk-software) - [What are the top reviewed helpdesk software on G2?](#what-are-the-top-reviewed-helpdesk-software-on-g2) - [Help desk software pricing and cost considerations](#help-desk-software-pricing-and-cost-considerations) - [Types of help desk software on G2](#types-of-help-desk-software-on-g2) - [Top help desk software features rated by G2 reviewers](#top-help-desk-software-features-rated-by-g2-reviewers) - [Top service desk software benefits identified by G2 reviewers](#top-service-desk-software-benefits-identified-by-g2-reviewers) - [Top help desk tools challenges identified by G2 reviewers](#top-help-desk-tools-challenges-identified-by-g2-reviewers) - [What is help desk software used for?](#what-is-help-desk-software-used-for) - [Who uses helpdesk software?](#who-uses-helpdesk-software) - [Common service desk software integrations](#common-service-desk-software-integrations) - [Future of helpdesk software](#future-of-helpdesk-software) - [Sources](#sources) - ## Learn More 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. ###