# Best Help Desk Software with Ticket Collaboration Capabilities

## How Many Help Desk Software Products Does G2 Track?

**Total Products under this Category:** 510

### Category Stats (Jul 2026)

- **Average Rating:** 4.45/5 (↑0.01 vs Jun 2026) The average rating of products in this category, based on all submitted ratings
- **Top Trending Product:** Wavity Help and Service Desk (+2.93%) - Among all products in this category, Wavity Help and Service Desk recorded the largest rating increase compared to last month

_Last updated: July 26, 2026_

## How Does G2 Rank Help Desk Software Products?

**Why You Can Trust G2's Software Rankings:**

- 30 Analysts and Data Experts
- 77,800+ Authentic Reviews
- 510+ Products
- Unbiased Rankings

G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category.

## G2 Grid® for Help Desk Software
 ![G2 Grid® for Help Desk Software plotting products by satisfaction and market presence](https://www.g2.com/categories/help-desk/grids.png?focus%5B%5D=5494&focus%5B%5D=574&focus%5B%5D=2743&focus%5B%5D=748&focus%5B%5D=57328&focus%5B%5D=3270&focus%5B%5D=55256&focus%5B%5D=16222)

Highlighted products: Agentforce Service (formerly Salesforce Service Cloud), Zendesk for Customer Service, Zoho Desk, Freshdesk, HubSpot Service Hub, Fin, ServiceNow Customer Service Management, and Atera.

Underlying data: [Grid® JSON](https://www.g2.com/categories/help-desk/grids.json?focus%5B%5D=agentforce-service-formerly-salesforce-service-cloud&focus%5B%5D=zendesk-for-customer-service&focus%5B%5D=zoho-desk&focus%5B%5D=freshdesk&focus%5B%5D=hubspot-service-hub&focus%5B%5D=fin&focus%5B%5D=servicenow-customer-service-management&focus%5B%5D=atera)

**Sponsored**

### SAP Service Cloud

SAP Service Cloud is an intelligent customer service solution that helps you reimagine customer service and deliver on your brand promise. It enables you to build connected, insightful and adaptive service that increases customer loyalty. Connect channels, people and processes to quickly solve customer issues: activate the entire enterprise to resolve customer issues and increase productivity. Leverage AI-powered insight for speed and efficiency: empower your service teams with a unified agent desktop and rich insights, supported by AI-based automation and recommendations Adapt and thrive in the era of constant change: quickly adapt your customer service when needed with the composable, scalable solution

[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=paid_promo&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=58&secure%5Bchosen_at%5D=2026-07-30T02%3A09%3A51Z&secure%5Bmedium%5D=sponsored&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=135229&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%2Ff%2Fticket-collaboration%3Fopen_modal_url%3D%252Fproducts%252Fliveagent%252Fwishlists%253Fhost_path%253D%25252Fcategories%25252Fhelp-desk%25252Ff%25252Fticket-collaboration%2526source%253Dcategory&secure%5Btoken%5D=490df29e9bbe3ee47d2ced7d92ca1aae3ca4256bc9fb00db8b30c2e6f97a323a&secure%5Burl%5D=https%3A%2F%2Fwww.sap.com%2Fproducts%2Fcrm%2Fservice-cloud.html&secure%5Burl_type%5D=paid_promos)

### [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)

Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, for every type of service, on any channel, and across any industry to deliver effortless experiences from first contact to final resolution. With autonomous agents, you can transform low-touch, high-volume interactions into no-touch experiences, seamlessly handing them off to your human agents only when needed for high-touch more complex interactions. AI integrated into the flow of work helps your service teams achieve new levels of productivity, drive better customer satisfaction and to drive growth. All of these capabilities are built on the Salesforce Platform with Agentforce and Data Cloud allowing service organizations around the world to : - Deliver proactive support with data from your products, assets & services - Provide 24/7 cross-channel service & resolve issues fast with AI agents - Boost productivity and accelerate growth with one integrated platform

**Average Rating:** 4.4/5.0

**Total Reviews:** 6,970

#### How Do G2 Users Rate Agentforce Service (formerly Salesforce Service Cloud)?

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

#### Who Is the Company Behind Agentforce Service (formerly Salesforce Service Cloud)?

- **Seller:** [Salesforce](https://www.g2.com/sellers/salesforce)
- **Company Website:** www.salesforce.com
- **Year Founded:** 1999
- **HQ Location:** San Francisco, CA
- **Twitter:** @salesforce  
579,511 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Salesforce Administrator, Salesforce Developer
- **Top Industries:** Information Technology and Services, Computer Software
- **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

- Users love the **ease of use** of Agentforce Service, appreciating the quick setup and helpful features.
- Users appreciate the **user-friendly interface and effective reporting capabilities** of Agentforce Service, enhancing case management efficiency.
- Users appreciate the **streamlined case management** of Agentforce Service, which makes organization and transfer between departments easy.
- Users value the **efficiency** of Agentforce Service, enabling seamless setup and streamlined management of customer service tasks.
- Users appreciate the **helpful guides and ease of setup** , enhancing their overall experience with Salesforce Service Cloud.

##### Cons

- Users find the **complexity** of Agentforce Service can require extensive training and planning for effective use.
- Users find the **learning curve steep** for new users, requiring considerable time and planning to fully utilize features.
- Users find the **steep learning curve** of Agentforce Service challenging, especially for onboarding new team members.
- Users find the **pricing and add-ons expensive** , requiring careful planning to manage license costs effectively.
- Users find the **complex usability** of Agentforce Service challenging, particularly during setup and customization for advanced features.

#### What Are Recent G2 Reviews of Agentforce Service (formerly Salesforce Service Cloud)?

**["The Evolution of Service: Bridging the Gap Between Data and Action."](https://www.g2.com/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/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220)

**["“Daily Use Review of Salesforce Service Cloud in Collections”"](https://www.g2.com/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/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648)

#### What Are G2 Users Discussing About Agentforce Service (formerly Salesforce Service Cloud)?

- [How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) - 3 comments, 1 upvote
- [How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/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/discussions/what-does-customer-self-service-require)
- [What is Salesforce customer community?](https://www.g2.com/discussions/what-is-salesforce-customer-community) - 2 comments
- [What is feedback management system?](https://www.g2.com/discussions/what-is-feedback-management-system)

### [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews)

"Zendesk for Customer Service is an AI-powered service solution that’s easy to set up, use, and scale. It offers out-of-the-box functionality that’s simple to modify, helping businesses move faster. Leveraging AI built on billions of CX interactions, Zendesk enhances the entire service experience—from self-service to agents and admins—improving efficiency at scale. Zendesk equips agents with tools, insights, and context to deliver personalized service across all channels, including social messaging, phone, and email. It unifies personalized conversations, omnichannel case management, AI workflows, automation, and a Marketplace of 1800+ apps under one platform. Zendesk QA uses AI to evaluate and improve agent performance, while Workforce Management optimizes scheduling and productivity to ensure readiness during peak times. The solution is easy to implement and adjust without needing IT or developers. Zendesk’s mission is to simplify business complexity and enable meaningful customer connections for companies of all sizes. Serving 130K+ global brands in 30+ languages, Zendesk is headquartered in San Francisco with offices worldwide."

**Average Rating:** 4.3/5.0

**Total Reviews:** 6,655

#### How Do G2 Users Rate Zendesk for Customer Service?

- **Has the product been a good partner in doing business?:** 8.4/10 (Category avg: 9.0/10)
- **Workflow:** 8.5/10 (Category avg: 8.7/10)
- **Customization :** 8.0/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.5/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Zendesk for Customer Service?

- **Seller:** [Zendesk](https://www.g2.com/sellers/zendesk)
- **Company Website:** www.zendesk.com
- **Year Founded:** 2007
- **HQ Location:** San Francisco, CA
- **Twitter:** @Zendesk  
102,672 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Customer Success Manager, Customer Service Manager
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 45% Medium, 40% Small

#### What Do G2 Reviewers Say About Zendesk for Customer Service?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **ease of use** of Zendesk, which facilitates quick responses and organized support workflows.
- Users appreciate the **seamless workspaces** in Zendesk, enhancing usability through effective tools like Talk and email ticketing.
- Users value the **efficient customer support** provided by Zendesk, appreciating the organized and fast response capabilities.
- Users value the **helpful organization** of Zendesk, enabling faster responses and improved customer support management.
- Users value the **easy ticket management** in Zendesk, enabling effective collaboration and efficient customer support tracking.

##### Cons

- Users express frustration over **missing customizable features** , limiting their ability to manage ticket statuses and updates effectively.
- Users find the **limited features** of Zendesk for Customer Service frustrating, impacting usability and efficiency in setup.
- Users find the **learning curve steep** for Zendesk's advanced features, posing challenges for those lacking technical expertise.
- Users find **limited customization** options for ticket statuses and agent permissions a drawback for their workflows in Zendesk.
- Users find Zendesk's **complexity and learning curve** challenging, alongside issues with bugs and limited integrations.

#### What Are Recent G2 Reviews of Zendesk for Customer Service?

**["One Place to Manage IT Requests with Clear Ticket Tracking"](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-13166804)**

**Rating:** 4.5/5.0 stars

_— Sree K._

[Read full review](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-13166804)

**["Unified Omnichannel Support with Powerful Automation and Analytics"](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-13140974)**

**Rating:** 4.5/5.0 stars

_— Ravindra N._

[Read full review](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-13140974)

#### What Are G2 Users Discussing About Zendesk for Customer Service?

- [How is Zendesk Support Suite transforming the customer service experience in various industries?](https://www.g2.com/discussions/how-is-zendesk-support-suite-transforming-the-customer-service-experience-in-various-industries) - 6 comments, 4 upvotes
- [What is Zendesk Support Suite used for?](https://www.g2.com/discussions/what-is-zendesk-support-suite-used-for) - 3 comments, 2 upvotes
- [Is there a free version of Zendesk?](https://www.g2.com/discussions/is-there-a-free-version-of-zendesk) - 7 comments, 1 upvote
- [Is zendesk any good?](https://www.g2.com/discussions/is-zendesk-any-good) - 8 comments, 1 upvote
- [What can you do with Zendesk?](https://www.g2.com/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:** 7,559

#### 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?

**["Streamlined Multichannel Support with Powerful Automation in Zoho Desk"](https://www.g2.com/survey_responses/zoho-desk-review-13164462)**

**Rating:** 4.5/5.0 stars

_— Muhammed A._

[Read full review](https://www.g2.com/survey_responses/zoho-desk-review-13164462)

**["Easy Setup, Intuitive Ticketing, and Great Value with Zoho Desk"](https://www.g2.com/survey_responses/zoho-desk-review-13116193)**

**Rating:** 5.0/5.0 stars

_— Aaditya S._

[Read full review](https://www.g2.com/survey_responses/zoho-desk-review-13116193)

#### 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/products/freshdesk/reviews)

Freshdesk (a product of Freshworks Inc.) is a modern, AI-powered customer service solution with enterprise capability without the enterprise complexity. Freshdesk unifies channels, conversations, AI capabilities, customer insights, and advanced ticketing into one place in the Freshdesk Command Center so agents are ready to resolve. With Freddy, People-first AI, customer service teams can take AI agents live in minutes to fully resolve complex and simple queries, get response and resolution assistance from AI copilot, and stay ahead with AI insights. Freshdesk also comes packed with advanced workflows, automations, and self service so you can easily set up and scale customer service on any channel–whether you’re a support team of 10 or 500. Freshdesk is quick to set up, easy to use, and designed for rapid impact - it delivers 225% ROI, 95% omnichannel first contact resolution rate, and up to 80% resolutions with AI agents.

**Average Rating:** 4.4/5.0

**Total Reviews:** 3,676

#### How Do G2 Users Rate Freshdesk?

- **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.0/10)
- **Workflow:** 8.5/10 (Category avg: 8.7/10)
- **Customization :** 8.1/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.6/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Freshdesk?

- **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:** Manager, Owner
- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 48% Small, 40% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** in Freshdesk, facilitating quick ticket management and seamless team adoption.
- Users appreciate the **ease of use** in Freshdesk, facilitating quick adoption and effective ticket management.
- Users appreciate the **automation features** of Freshdesk, significantly reducing workload and enhancing efficiency in customer support.
- Users benefit from the **high efficiency** of Freshdesk, making ticket management and team collaboration seamless and productive.
- Users appreciate the **effective ticket organization and tracking** in Freshdesk, enhancing work prioritization and collaboration.

##### Cons

- Users find the **missing asset management feature** in Freshdesk limiting compared to its sister product FreshService.
- Users experience **ticketing issues** with Freshdesk, such as duplicate tickets and delays during high volume periods.
- Users face **duplicate ticket creation** and slow performance during high volume, impacting resolution times and efficiency.
- Users find the **limited features** of Freshdesk can be overwhelming, particularly for new users seeking simplicity.
- Users face **limitations on advanced features and customizations** in Freshdesk, especially impacting smaller teams and high ticket volumes.

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

**["A Feature-Rich Platform for Managing Customer Service"](https://www.g2.com/survey_responses/freshdesk-review-13171971)**

**Rating:** 4.5/5.0 stars

_— sreenivasan p._

[Read full review](https://www.g2.com/survey_responses/freshdesk-review-13171971)

**["Simple, Powerful, and Effective Helpdesk Software"](https://www.g2.com/survey_responses/freshdesk-review-12954417)**

**Rating:** 4.5/5.0 stars

_— Aditya S._

[Read full review](https://www.g2.com/survey_responses/freshdesk-review-12954417)

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

- [What innovative customer service strategies are companies implementing using Freshdesk?](https://www.g2.com/discussions/what-innovative-customer-service-strategies-are-companies-implementing-using-freshdesk) - 1 comment
- [How is Freshdesk being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-freshdesk-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) - 1 comment
- [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) - 4 comments, 1 upvote
- [What is the difference between freshdesk and Freshservice?](https://www.g2.com/discussions/what-is-the-difference-between-freshdesk-and-freshservice) - 2 comments
- [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) - 3 comments

### [Fin](https://www.g2.com/products/fin/reviews)

Fin is a single Customer Agent that can take on different roles, depending on what the conversation needs. Fin can handle sales, service, and more - all as part of one continuous experience for the customer. Key benefits of Fin AI Agent: - Automates complex tasks such as refunds, transaction disputes, and technical troubleshooting. - Easy to configure with a no-code experience that anyone on your team can manage. - Works with any helpdesk, including Salesforce, HubSpot, and Freshdesk – no migration required. - Affordable at scale with pricing starting at just $0.99 per outcome. - Provides complete visibility and control through tools to analyze, train, test, and deploy Fin across all channels. - Engages buyers as they explore your site, providing instant, relevant answers when intent is highest. - Moves prospects closer to a decision, answering questions about pricing and features, addressing objections, and matching solutions to their needs. - Closes opportunities by guiding qualified buyers to the right next step – booking meetings, starting trials, or handing off to sales with full context. How it works: Fin combines generative AI with deterministic rules to act just like your best human agents. You can give Fin detailed, step-by-step instructions, and it will follow them with speed and reliability – reducing time to resolution and improving customer satisfaction. Under the hood, Fin is powered by Fin APEX 1.0, the highest-performing, fastest model for customer service. Every layer is optimized for accuracy, speed, and reliability, so Fin can handle high volumes and complex queries with confidence. Proof of performance: - Fin resolves 67% of customer queries on average, with rates as high as 93% for some teams. - Trusted by 6,000+ customer service teams, including the world’s leading AI companies like Anthropic. - In independent tests, Fin consistently outperformed competitors, delivering higher resolution rates than Forethought, Decagon, and others. Ranked #1 AI Agent on G2, with the highest number of reviews.

**Average Rating:** 4.5/5.0

**Total Reviews:** 3,725

#### How Do G2 Users Rate Fin?

- **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 :** 8.2/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.8/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Fin?

- **Seller:** [Intercom, Inc.](https://www.g2.com/sellers/intercom-inc)
- **Company Website:** www.intercom.com
- **Year Founded:** 2011
- **HQ Location:** San Francisco, CA
- **Twitter:** @fin\_ai  
45,225 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Customer Success Manager, CEO
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 57% Small, 37% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate Fin's **quick and accurate responses** , significantly reducing support workload and enhancing query resolution.
- Users find Fin's **ease of use** exceptional, with intuitive navigation and helpful features simplifying the overall experience.
- Users value the **ease of use** of Fin, enjoying streamlined onboarding and effective conversation tracking features.
- Users value the **efficiency** of Fin, appreciating its easy integration and intuitive interface for seamless operations.
- Users appreciate the **automation features** of Fin, enhancing efficiency and client management without overwhelming support teams.

##### Cons

- Users find the lack of **missing features** in Fin limits usability and complicates user experience significantly.
- Users find Fin's **lack of nuance and outdated information** frustrating, often leading to verification with human support.
- Users find the **limited features** of Fin restrict their ability to fully leverage its capabilities and control.
- Users experience a **steep learning curve** with Fin, finding its setup and functionality demanding and complex.
- Users express concerns over Fin's **high pricing** , with many features requiring additional payment, leading to unexpected bills.

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

**["Efficient AI Support with Some Routing Challenges"](https://www.g2.com/survey_responses/fin-review-7350999)**

**Rating:** 4.0/5.0 stars

_— Marianna A._

[Read full review](https://www.g2.com/survey_responses/fin-review-7350999)

**["End: Efficient technical support and an easy-to-use platform"](https://www.g2.com/survey_responses/fin-review-13135986)**

**Rating:** 4.5/5.0 stars

_— Ricardo M._

[Read full review](https://www.g2.com/survey_responses/fin-review-13135986)

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

- [How is Intercom reshaping the landscape of customer communication and engagement?](https://www.g2.com/discussions/how-is-intercom-reshaping-the-landscape-of-customer-communication-and-engagement) - 1 comment
- [What is Intercom used for?](https://www.g2.com/discussions/what-is-intercom-used-for) - 3 comments
- [Does intercom have live chat?](https://www.g2.com/discussions/does-intercom-have-live-chat) - 2 comments
- [What is intercom app used for?](https://www.g2.com/discussions/what-is-intercom-app-used-for) - 1 comment
- [How does Intercom chat work?](https://www.g2.com/discussions/how-does-intercom-chat-work) - 1 comment

### [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews)

ServiceNow's Customer Service Management (CSM) transforms customer service experiences with AI-powered workflows and AI agents that help you accelerate customer self-service, boost agent productivity, and speed up resolution time. With CSM, your organization can: - Deflect calls and increase satisfaction by enabling customers to self-serve answers and actions via an AI-powered conversational chat. - Increase capacity to handle more cases, extend business hours, and manage routine tasks with AI agents. - Save agents time with AI-generated case histories, case summaries, and suggested resolutions. - Integrate with top CCaaS solutions to unify routing, centralize call and work management, and boost agent efficiency on one AI-powered workspace. - Resolve issues quickly and consistently by automating tasks, uncovering bottlenecks, and improving processes. - Get up and running quickly and maintain a low TCO with continuous innovation in one extensible AI platform. Harness the power of AI, data and workflows to delight customers and deliver on what they want quickly, drive unprecedented agent productivity, and foster a whole new level of customer loyalty.

**Average Rating:** 4.4/5.0

**Total Reviews:** 469

#### How Do G2 Users Rate ServiceNow Customer Service Management?

- **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.0/10)
- **Workflow:** 8.8/10 (Category avg: 8.7/10)
- **Customization :** 8.3/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.6/10 (Category avg: 8.6/10)

#### Who Is the Company Behind ServiceNow Customer Service Management?

- **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow)
- **Company Website:** www.servicenow.com
- **Year Founded:** 2004
- **HQ Location:** Santa Clara, CA
- **Twitter:** @servicenow  
55,548 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Associate Consultant, Senior Software Engineer
- **Top Industries:** Information Technology and Services, Telecommunications
- **Company Size:** 46% Large, 28% Medium

#### What Do G2 Reviewers Say About ServiceNow Customer Service Management?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **ease of use** of ServiceNow CSM, benefiting from streamlined automation and centralized workflows.
- Users value the **seamless integration and automation** of ServiceNow CSM, enhancing customer lifecycle and improving issue resolution.
- Users commend the **efficiency** of ServiceNow CSM, streamlining processes and expediting issue resolution significantly.
- Users appreciate the **smooth workflow** of ServiceNow's Case Management features, enhancing efficiency and agent effectiveness.
- Users value the **automation capabilities** of ServiceNow CSM, which significantly enhance issue resolution and team productivity.

##### Cons

- Users find the **learning curve to be complicated** , requiring significant understanding for effective implementation and integration.
- Users find the **steep learning curve** of ServiceNow Customer Service Management challenging, requiring skilled help and thorough training.
- Users feel the **limited customization** restricts adaptability for project tracking and ticket email formatting clarity.
- Users find the **complexity** of ServiceNow Customer Service Management challenging, requiring significant time for setup and understanding.
- Users note a need for **interface improvements** to enhance self-service branding and data model flexibility in ServiceNow.

#### What Are Recent G2 Reviews of ServiceNow Customer Service Management?

**["Facilitate Problem Management with Detailed Ticketing"](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-13023317)**

**Rating:** 5.0/5.0 stars

_— David C._

[Read full review](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-13023317)

**["ServiceNow CSM: Unified, AI-Powered Omnichannel Platform with Intuitive Case Management"](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-13047596)**

**Rating:** 4.0/5.0 stars

_— Shubhangi G._

[Read full review](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-13047596)

#### What Are G2 Users Discussing About ServiceNow Customer Service Management?

- [What is ServiceNow Customer Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management-used-for) - 1 comment
- [What does ServiceNow Customer Service Management do?](https://www.g2.com/discussions/what-does-servicenow-customer-service-management-do)
- [What is ServiceNow service management?](https://www.g2.com/discussions/what-is-servicenow-service-management) - 1 comment
- [Is service now a CRM tool?](https://www.g2.com/discussions/is-service-now-a-crm-tool) - 2 comments
- [What is ServiceNow customer service management?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management) - 1 comment

### [Front](https://www.g2.com/products/front/reviews)

Front is a modern customer experience (CX) platform designed to help businesses prioritize customer interactions. This solution provides a unified workspace for managing all customer conversations, including individual inboxes and internal collaboration tools. By offering a single pane-of-glass view of customer interactions, Front enhances agent productivity by minimizing the need for app switching, ensuring that responses are not only fast but also accurate and personalized. The platform is particularly beneficial for customer-first organizations that require a streamlined approach to communication. Front is tailored for businesses of all sizes, from startups to established enterprises, enabling them to manage customer inquiries efficiently. Specific use cases include handling customer support tickets, managing sales inquiries, and facilitating team collaboration on customer-related tasks. This versatility makes Front an essential tool for any organization looking to improve its customer engagement strategies. One of the key features of Front is its advanced AI capabilities. Unlike traditional customer service AI solutions that often adopt a mistakes-first approach, Front AI is designed to start intelligently and continuously improve over time. It learns from every customer interaction in real time, allowing businesses to scale their operations safely from day one. This proactive learning capability ensures that agents have access to relevant insights and suggestions, enhancing their ability to provide exceptional service. Additionally, Front stands out due to its user-friendly interface and ease of configuration. Businesses can customize the platform to fit their unique workflows without the need for extensive IT resources or third-party consultants. This level of control over the customer experience empowers organizations to adapt quickly to changing customer needs and preferences, ultimately fostering stronger relationships with their clients. With over 9,000 businesses, including notable names like ClickUp, Uber Freight, and Reed & Mackay, trusting Front for their customer engagement needs, the platform demonstrates its effectiveness in delivering efficiency and actionable insights. Front is committed to providing industry-leading customer service to all users, regardless of team size, ensuring that every organization can maintain a customer-first approach in their operations.

**Average Rating:** 4.7/5.0

**Total Reviews:** 2,447

#### How Do G2 Users Rate Front?

- **Has the product been a good partner in doing business?:** 9.2/10 (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:** 8.7/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Front?

- **Seller:** [Front App](https://www.g2.com/sellers/front-app)
- **Company Website:** frontapp.com
- **Year Founded:** 2014
- **HQ Location:** San Francisco, CA
- **Twitter:** @FrontHQ  
9,411 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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)  
536 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Customer Success Manager, Account Manager
- **Top Industries:** Logistics and Supply Chain, Computer Software
- **Company Size:** 48% Small, 42% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** in Front, enjoying straightforward navigation and efficient team collaboration.
- Users value the **team collaboration** aspect of Front, enhancing communication and workflow across the organization.
- Users appreciate Front's **clean interface and powerful features** , enhancing team collaboration and streamlining customer communication effectively.
- Users value the **seamless communication** in Front, appreciating its integration with tools and efficient email management.
- Users find Front's **smart commenting and organizational features** incredibly helpful for streamlined communication and efficiency.

##### Cons

- Users express concern over **missing features** like advanced analytics and effective email organization, complicating daily tasks.
- Users report **email management issues** due to tagging problems, ineffective search functions, and lack of AI features for efficiency.
- Users find **email management cumbersome** , struggling with searching, navigating threads, and forwarding specific messages effectively.
- Users face **email management issues** with Front, including difficulties in organization and inconsistent performance.
- Users find the **limited features** of Front disappointing, especially given its high pricing for small to medium businesses.

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

**["Front: A Blessing for Our Team"](https://www.g2.com/survey_responses/front-review-12997871)**

**Rating:** 4.5/5.0 stars

_— Zoe M._

[Read full review](https://www.g2.com/survey_responses/front-review-12997871)

**["A Powerful Solution for Team Collaboration and Customer Communication"](https://www.g2.com/survey_responses/front-review-13019442)**

**Rating:** 5.0/5.0 stars

_— Victoire P._

[Read full review](https://www.g2.com/survey_responses/front-review-13019442)

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

- [What are some advanced integrations and use cases of Front in managing customer communications in e-commerce?](https://www.g2.com/discussions/what-are-some-advanced-integrations-and-use-cases-of-front-in-managing-customer-communications-in-e-commerce)
- [What is Front used for?](https://www.g2.com/discussions/what-is-front-used-for) - 2 comments

### [Kustomer](https://www.g2.com/products/kustomer/reviews)

Kustomer is the Intelligent Customer Experience Platform empowering brands to put customers at the center of every interaction. By unifying customer data, conversations, and AI-powered workflows into one seamless workspace, teams deliver service that delights, retains, and drives growth. With Kustomer, support becomes faster, smarter, and more personal.

**Average Rating:** 4.4/5.0

**Total Reviews:** 532

#### How Do G2 Users Rate Kustomer?

- **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.0/10)
- **Workflow:** 8.9/10 (Category avg: 8.7/10)
- **Customization :** 8.7/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.9/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Kustomer?

- **Seller:** [Kustomer](https://www.g2.com/sellers/kustomer)
- **Company Website:** www.kustomer.com
- **Year Founded:** 2015
- **HQ Location:** Short Hills, US
- **Twitter:** @kustomer  
2,203 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Customer Service Representative, Member Experience Associate
- **Top Industries:** Consumer Services, Retail
- **Company Size:** 65% Medium, 21% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users find Kustomer's interface **intuitive and user-friendly** , enhancing efficient management of customer information and interactions.
- Users appreciate the **intuitive interface and centralized customer information** in Kustomer, enhancing efficiency and communication.
- Users appreciate the **centralized customer information** in Kustomer, enhancing efficiency and streamlining communication processes.
- Users appreciate the **efficiency** of Kustomer, benefiting from its intuitive interface and seamless integration with other platforms.
- Users highlight the **efficiency of automation** in Kustomer, streamlining tasks and enhancing overall productivity in customer service.

##### Cons

- Users experience **slow performance** with Kustomer, leading to workflow disruptions and frustrating handling times.
- Users often experience **slow loading** times with Kustomer, hindering fast customer resolution and impacting productivity.
- Users find the **learning curve steep** , with a complex interface that complicates navigation and onboarding.
- Users find Kustomer's **complexity** challenging, especially newcomers, which hinders navigation and requires extensive training.
- Users find Kustomer's interface **not intuitive** , leading to challenges in navigation and longer onboarding times.

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

**["Unified View and Workflow Ease with Kustomer"](https://www.g2.com/survey_responses/kustomer-review-11826298)**

**Rating:** 4.5/5.0 stars

_— Austin J._

[Read full review](https://www.g2.com/survey_responses/kustomer-review-11826298)

**["Dynamic Email Macros and CSAT Tracking That Fit Support Teams Perfectly"](https://www.g2.com/survey_responses/kustomer-review-13160487)**

**Rating:** 4.0/5.0 stars

_— Sangram Z._

[Read full review](https://www.g2.com/survey_responses/kustomer-review-13160487)

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

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

### [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews)

Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights – eliminating the need for any other point solution. - Enables customers to interact with your brand on their preferred channel for consistent brand experience leading to customer delight. - Empowers agents with unified/360 customer view and recommends the most relevant responses with the power of AI to improve agent productivity and experience. - Provides meaningful and actionable insights to supervisors to drive growth and operational excellence - Helps leaders uncover opportunities for growth, transformation and innovation through real- time contact center insights scalable across the enterprise.

**Average Rating:** 4.3/5.0

**Total Reviews:** 679

#### How Do G2 Users Rate Sprinklr Service?

- **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.0/10)
- **Workflow:** 8.6/10 (Category avg: 8.7/10)
- **Customization :** 7.9/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.2/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Sprinklr Service?

- **Seller:** [Sprinklr](https://www.g2.com/sellers/sprinklr)
- **Company Website:** www.sprinklr.com
- **Year Founded:** 2009
- **HQ Location:** New York
- **Twitter:** @Sprinklr  
38,047 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Social Media Manager, Community Manager
- **Top Industries:** Consumer Services, Marketing and Advertising
- **Company Size:** 41% Large, 30% Medium

#### What Do G2 Reviewers Say About Sprinklr Service?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of Sprinklr Service, finding it simple and effective for managing customer experience.
- Users appreciate the **user-friendly interface** of Sprinklr Service, enhancing convenience and engagement across social media platforms.
- Users value the **professional and skilled support team** of Sprinklr Service, enhancing their overall experience and satisfaction.
- Users value the **efficiency** of Sprinklr Service, enjoying seamless management and tailored solutions for their business needs.
- Users appreciate the **first-class customer support** of Sprinklr Service, noting its availability and commitment to enhancing experiences.

##### Cons

- Users find the **complexity of features** overwhelming, especially new users, leading to confusion and performance issues.
- Users face a **steep learning curve** with Sprinklr Service, requiring time and training to become proficient.
- Users experience **missing features** in Sprinklr Service, requiring native posting for some tasks and impacting workflow efficiency.
- Users experience **slow loading** times when fetching keywords and creating cases, impacting their efficiency and satisfaction.
- Users often face a **steep learning curve** with Sprinklr Service, making it challenging for new or smaller teams.

#### What Are Recent G2 Reviews of Sprinklr Service?

**["Powerful Omnichannel Support Platform with Flexible UI, Integrations, and Growing AI"](https://www.g2.com/survey_responses/sprinklr-service-review-13143964)**

**Rating:** 4.0/5.0 stars

_— Verified User in Telecommunications_

[Read full review](https://www.g2.com/survey_responses/sprinklr-service-review-13143964)

**["Customizable Rules Engine and Regex Detection for Proactive Outage Alerts"](https://www.g2.com/survey_responses/sprinklr-service-review-13083125)**

**Rating:** 5.0/5.0 stars

_— Asrul R._

[Read full review](https://www.g2.com/survey_responses/sprinklr-service-review-13083125)

### [Gladly](https://www.g2.com/fr/products/gladly/reviews)

Les marques les plus centrées sur le client au monde utilisent la plateforme CX de Gladly pour réduire les coûts, entretenir les relations et augmenter la fidélité. Propulsée par une IA client propriétaire, Gladly est la seule plateforme CX qui place le client, et non les tickets, au centre de chaque conversation. Gladly est simple à utiliser, maintient une conversation continue à travers les canaux, et équilibre la connexion humaine avec une automatisation intelligente et empathique. Pour les leaders B2C qui refusent de faire des compromis, Gladly offre un service radicalement efficace et des expériences radicalement personnelles. L'expérience client n'est pas cassée - elle est simplement construite sur de mauvaises bases. Gladly réinvente la CX avec une IA qui fait bien les choses. Découvrez comment cela fonctionne sur www.gladly.ai/get-started/.

**Average Rating:** 4.7/5.0

**Total Reviews:** 1,086

#### How Do G2 Users Rate Gladly?

- **the product a-t-il été un bon partenaire commercial?:** 9.5/10 (Category avg: 9.0/10)
- **Flux de travail:** 9.2/10 (Category avg: 8.7/10)
- **Personnalisation:** 8.6/10 (Category avg: 8.4/10)
- **Portail client:** 9.4/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Gladly?

- **Vendeur:** [Gladly](https://www.g2.com/fr/sellers/gladly)
- **Site Web de l'entreprise:** www.gladly.ai
- **Année de fondation:** 2014
- **Emplacement du siège social:** San Francisco, California
- **Twitter:** @gladly  
4,071 abonnés Twitter
- **Page LinkedIn®:** [www.linkedin.com](https://www.g2.com/fr/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c9c50125b0cae2f76dcd0c57ec3dac8a92150a1bd72db347e5f23d4162a81941&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F7950938%2F&secure%5Burl_type%5D=linkedin_company_website)  
225 employés sur LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Représentant du service client, Conseiller en Expérience Client
- **Top Industries:** Détail, Services aux consommateurs
- **Company Size:** 61% Medium, 22% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Les utilisateurs apprécient la **facilité d'utilisation** de Gladly, appréciant son interface intuitive et ses mises à jour transparentes pour un engagement efficace.
- Les utilisateurs apprécient l' **utilité** de Gladly, ce qui facilite l'organisation et l'assistance efficace aux clients.
- Les utilisateurs apprécient les **fonctionnalités innovantes** de Gladly, telles que l'automatisation des tickets et la performance fiable, améliorant les interactions avec les clients.
- Les utilisateurs apprécient l' **efficacité** de Gladly, notant des flux de travail améliorés et des temps de réponse plus rapides pour le support client.
- Les utilisateurs apprécient les **outils exceptionnels d'intégration et de collaboration** de Gladly, améliorant l'efficacité et la productivité du service client.

##### Cons

- Les utilisateurs trouvent que Gladly manque de **fonctionnalités essentielles** , ce qui entrave l'efficacité et limite la fonctionnalité globale.
- Les utilisateurs trouvent que la **complexité** de l'interface de Gladly est accablante, compliquant l'accès efficace aux informations et notifications nécessaires.
- Les utilisateurs trouvent que les **fonctionnalités limitées** de Gladly entravent l'efficacité, surtout avec la précision de l'IA et les options d'intégration nécessitant des améliorations significatives.
- Les utilisateurs rencontrent une **légère courbe d'apprentissage** au début, mais le support d'intégration aide à faciliter le processus.
- Les utilisateurs sont frustrés par les **options de personnalisation limitées** dans Gladly, ce qui restreint les informations précieuses et les ajustements d'utilisabilité.

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

**["gérer les visites de soins à domicile en utilisant Gladly"](https://www.g2.com/fr/survey_responses/gladly-review-12765926)**

**Rating:** 4.5/5.0 stars

_— Ranjit K._

[Read full review](https://www.g2.com/fr/survey_responses/gladly-review-12765926)

**["Conversations clients intuitives et unifiées avec des analyses puissantes"](https://www.g2.com/fr/survey_responses/gladly-review-12917752)**

**Rating:** 4.5/5.0 stars

_— Luciana S._

[Read full review](https://www.g2.com/fr/survey_responses/gladly-review-12917752)

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

- [À quoi sert Gladly ?](https://www.g2.com/fr/discussions/gladly-what-is-gladly-used-for) - 2 comments
- [What is Gladly used for?](https://www.g2.com/fr/discussions/what-is-gladly-used-for)

### [EngageBay](https://www.g2.com/fr/products/engagebay/reviews)

EngageBay est une solution de gestion de la relation client (CRM) tout-en-un alimentée par l'IA, conçue pour aider les entreprises à gérer leur marketing, leurs ventes et leur support client à partir d'une plateforme unifiée. Ce logiciel innovant s'adresse principalement aux petites entreprises en croissance, leur permettant d'attirer, d'engager et de fidéliser les clients efficacement sans les coûts élevés ou les complexités généralement associés aux outils de niveau entreprise. Avec plus de 150 000 entreprises dans le monde faisant confiance à EngageBay, il se présente comme un choix fiable pour ceux qui recherchent une solution CRM complète. La plateforme est construite avec un accent sur la simplicité et la performance, intégrant l'automatisation avancée du marketing, le CRM des ventes et le logiciel de support client en un système cohérent. EngageBay exploite l'intelligence artificielle de pointe pour améliorer la productivité et la prise de décision au sein des différentes équipes. Cette intégration permet aux entreprises de rationaliser leurs opérations et d'améliorer les interactions avec les clients, ce qui en fait un choix idéal pour les organisations qui nécessitent une solution robuste mais conviviale. Les capacités d'IA d'EngageBay sont particulièrement remarquables, fournissant aux utilisateurs des outils qui aident à créer du contenu rapidement, à prédire intelligemment les résultats et à offrir des expériences personnalisées à grande échelle. Le générateur d'e-mails et de contenu IA permet aux utilisateurs de créer des e-mails et des campagnes engageants en quelques secondes, tandis que la fonctionnalité de notation des prospects et des affaires IA aide à identifier et à prioriser les prospects les plus susceptibles de se convertir. De plus, les insights et recommandations IA offrent des suggestions exploitables pour améliorer l'engagement et la productivité, facilitant ainsi la navigation des entreprises dans leurs parcours clients de manière efficace. La plateforme propose également une suite de fonctionnalités clés qui ajoutent une valeur significative à ses utilisateurs. Les capacités d'automatisation du marketing d'EngageBay incluent des flux de travail de marketing par e-mail, des constructeurs de pages de destination et de formulaires, et une intégration des réseaux sociaux, qui améliorent collectivement les efforts de sensibilisation. Le composant CRM des ventes fournit des outils pour la gestion des contacts et des affaires, des pipelines de vente visuels et la collaboration d'équipe, garantissant que les processus de vente sont efficaces et transparents. En outre, les fonctionnalités de support client, telles qu'un service d'assistance et un système de billetterie, un chat en direct et une vue client unifiée, facilitent une communication et une prestation de services sans faille. EngageBay est particulièrement bien adapté aux petites et moyennes entreprises, aux startups et aux équipes en croissance qui recherchent une alternative abordable mais puissante aux outils fragmentés. Il est conçu pour les organisations visant à automatiser les interactions avec les clients, à aligner les efforts de marketing et de vente, et à améliorer l'efficacité du support grâce à l'utilisation de l'IA. Cette approche globale améliore non seulement l'efficacité opérationnelle, mais positionne également les entreprises pour concurrencer efficacement sur leurs marchés respectifs. Quel est ce produit ? EngageBay est une plateforme logicielle CRM tout-en-un conçue pour les petites et moyennes entreprises afin de gérer l'automatisation du marketing, les pipelines de vente et le support client dans un seul système. Il combine le marketing par e-mail, l'automatisation du marketing, les pages de destination, la gestion des contacts, le suivi des affaires, le service d'assistance et le chat en direct, éliminant ainsi le besoin de multiples outils déconnectés. Conçu comme une alternative abordable à HubSpot et ActiveCampaign, EngageBay aide les entreprises en croissance à attirer des prospects, à conclure des affaires et à soutenir les clients sans les coûts ou la complexité de niveau entreprise. Il centralise les données clients, automatise les flux de travail et améliore la visibilité tout au long du cycle de vie du client.

**Average Rating:** 4.6/5.0

**Total Reviews:** 695

#### How Do G2 Users Rate EngageBay?

- **the product a-t-il été un bon partenaire commercial?:** 9.5/10 (Category avg: 9.0/10)
- **Flux de travail:** 9.2/10 (Category avg: 8.7/10)
- **Personnalisation:** 8.7/10 (Category avg: 8.4/10)
- **Portail client:** 9.3/10 (Category avg: 8.6/10)

#### Who Is the Company Behind EngageBay?

- **Vendeur:** [EngageBay Inc](https://www.g2.com/fr/sellers/engagebay-inc)
- **Site Web de l'entreprise:** www.engagebay.com
- **Année de fondation:** 2018
- **Emplacement du siège social:** Wilmington, Delaware
- **Twitter:** @engagebay  
16,866 abonnés Twitter
- **Page LinkedIn®:** [www.linkedin.com](https://www.g2.com/fr/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=965c404b58b2662271f49fe02e57d76d57f72941fa4b3b5af0bab064b4cc2b55&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F13655085%2F&secure%5Burl_type%5D=linkedin_company_website)  
53 employés sur LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Responsable Marketing, Responsable du développement commercial
- **Top Industries:** Technologie de l'information et services, Recrutement et dotation
- **Company Size:** 69% Small, 32% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Les utilisateurs apprécient la **facilité d'utilisation** d'EngageBay, gérant de manière transparente le CRM, le marketing par e-mail et l'automatisation dans un seul tableau de bord.
- Les utilisateurs apprécient l' **automatisation qui fait gagner du temps** d'EngageBay, améliorant l'organisation et rationalisant efficacement les opérations quotidiennes.
- Les utilisateurs louent le **support client exceptionnel** chez EngageBay, notant des réponses rapides et une assistance utile de la part du personnel de support.
- Les utilisateurs apprécient l' **intégration transparente** du CRM, de l'email et de l'automatisation dans EngageBay, ce qui améliore l'efficacité du flux de travail et réduit le changement d'outils.
- Les utilisateurs louent EngageBay pour son **automatisation rationalisée** , améliorant l'efficacité en intégrant CRM, email et support sur une seule plateforme.

##### Cons

- Les utilisateurs trouvent que les **fonctionnalités manquantes** entravent l'utilisabilité, surtout pour l'analyse de données et la gestion des emails.
- Les utilisateurs éprouvent des **fonctionnalités limitées** , se sentant restreints par le manque de fonctionnalités avancées et d'utilisabilité dans EngageBay.
- Les utilisateurs trouvent que les **fonctionnalités de rapport sont limitées** , manquant de profondeur et de détails nécessaires pour des besoins plus spécifiques.
- Les utilisateurs trouvent les options de **personnalisation limitées** frustrantes, en particulier avec les pages de destination et les flux de travail, ce qui impacte leur expérience globale.
- Les utilisateurs trouvent que la **flexibilité des rapports** fait défaut dans EngageBay, ce qui entrave des analyses plus approfondies et des insights avancés sur le parcours client.

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

**["Gestion de contacts simplifiée et pages de destination qui gardent les flux de travail simples"](https://www.g2.com/fr/survey_responses/engagebay-review-13149255)**

**Rating:** 5.0/5.0 stars

_— Srishti K._

[Read full review](https://www.g2.com/fr/survey_responses/engagebay-review-13149255)

**["Pipeline de transactions par glisser-déposer et évaluation qui maintiennent les opportunités sur la bonne voie"](https://www.g2.com/fr/survey_responses/engagebay-review-13160693)**

**Rating:** 4.5/5.0 stars

_— Thorbjoern G._

[Read full review](https://www.g2.com/fr/survey_responses/engagebay-review-13160693)

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

- [À quoi sert la suite tout-en-un EngageBay ?](https://www.g2.com/fr/discussions/what-is-engagebay-all-in-one-suite-used-for)

### [LiveAgent](https://www.g2.com/products/liveagent/reviews)

LiveAgent is a comprehensive help desk and live chat software designed to revolutionize customer support. By offering an all-in-one solution, LiveAgent empowers businesses to deliver personalized interactions that leave a lasting impression. With the fastest chat widget available and a reputation as the #1 rated live chat software for SMBs in 2025, LiveAgent is trusted by industry leaders such as BMW, Yamaha, Huawei, and Oxford University. These companies use LiveAgent to provide top-tier customer service that stands out in a competitive marketplace. Key Features of LiveAgent LiveAgent combines an omnichannel universal inbox, real-time live chat, a built-in call center, and a robust customer service portal to streamline communication. Personalization is at the heart of the software, allowing businesses to enhance interactions through features such as customer segmentation, automation, a built-in CRM, and powerful analytics. Additionally, LiveAgent offers an intuitive customer knowledge base to further improve service efficiency. With access to over 175+ features and 200+ integrations, LiveAgent adapts to your unique business needs and scales as your company grows. Try LiveAgent for Free Start your journey with LiveAgent today with a 1-month free trial—no credit card required. Discover how this advanced tool can transform your customer support operations. 200+ Features Included: • POP3 accounts • Email piping • Forwarding • Departments • Priorities • Statuses • Tags • Rules • Ticket Routing • Canned/Predefined messages • Email templates • Voice integration • Real-time website monitoring and statistics • Chats • Facebook/Twitter/Instagram/Slack integration • Knowledge base • Live Suggestions as you type • Feedback and Contact forms • Agent rating and gamification • Multilingual support • Ticket filters • File sharing and attachments • Chat button templates and much more Exclusive for Startups LiveAgent’s Startup Program offers startups free access to the platform for the first 6 months. After this period, startups can continue enjoying the benefits of LiveAgent at a discounted rate. This program provides a cost-effective way for emerging businesses to leverage world-class customer support tools during their growth phase. Experience the power of LiveAgent and join the ranks of industry-leading companies that prioritize exceptional customer service.

**Average Rating:** 4.5/5.0

**Total Reviews:** 1,481

#### How Do G2 Users Rate LiveAgent?

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

#### Who Is the Company Behind LiveAgent?

- **Seller:** [QualityUnit](https://www.g2.com/sellers/qualityunit)
- **Year Founded:** 2004
- **HQ Location:** Bratislava
- **Twitter:** @qualityunit  
480 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c76e1f9a9db14e4a8c578cd573b822265685a6306e4f411e8d9f46c4f8bfb35b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F3516632%2F&secure%5Burl_type%5D=linkedin_company_website)  
61 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** CEO, Owner
- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 68% Small, 29% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of LiveAgent, enjoying its intuitive interface and quick support responses.
- Users appreciate the **ease of use and feature-rich capabilities** of LiveAgent, enhancing customer communication and support efficiency.
- Users appreciate the **centralized customer communications** of LiveAgent, enhancing engagements and boosting customer experience significantly.
- Users appreciate the **ease of use** of LiveAgent, benefiting from its efficient ticketing system and centralized communications.
- Users value the **efficiency** of LiveAgent, praising its streamlined ticketing and centralized communication for improved productivity.

##### Cons

- Users find the **learning curve steep** , requiring significant training to utilize LiveAgent effectively and efficiently.
- Users express frustration with **missing features** in LiveAgent, affecting mobile usability and communication flexibility.
- Users find the **user experience not intuitive** , leading to frustration with navigation and feature access.
- Users find that the **steep learning curve** of LiveAgent requires significant training for effective usage over time.
- Users face **integration issues** with LiveAgent, especially with telephony and automation within Magento and WhatsApp.

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

**["It supports simplified customer access to assistance services across all channels."](https://www.g2.com/survey_responses/liveagent-review-12558141)**

**Rating:** 5.0/5.0 stars

_— Edjelie M._

[Read full review](https://www.g2.com/survey_responses/liveagent-review-12558141)

**["A highly reliable service, saving you money while delivering superior customer support."](https://www.g2.com/survey_responses/liveagent-review-12346553)**

**Rating:** 5.0/5.0 stars

_— Jessica R._

[Read full review](https://www.g2.com/survey_responses/liveagent-review-12346553)

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

- [I'm stuck on setting up automated ticketing in LiveAgent. How can I streamline customer support requests?](https://www.g2.com/discussions/i-m-stuck-on-setting-up-automated-ticketing-in-liveagent-how-can-i-streamline-customer-support-requests)
- [What is LiveAgent used for?](https://www.g2.com/discussions/what-is-liveagent-used-for) - 1 comment

### [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews)

Hiver in Gmail transforms Gmail into a powerful AI-native help desk. Support teams can manage shared inboxes, collaborate on conversations, automate workflows, and use AI to handle requests more efficiently, all without leaving the comfort and familiarity of their Gmail inbox. Key features of Hiver in Gmail: - Shared Inbox Management: Shared inboxes like support@, info@, or help@ can be managed directly inside Gmail. Every incoming email can be assigned to a specific person, and teammates can collaborate through internal notes without a single forward or CC. - AI across the support lifecycle: Every conversation is automatically tagged and triaged as it arrives. Agents get drafted responses based on your help docs and CRM data, and every reply is checked for tone, completeness, and accuracy before it goes out. - AI knowledge management: Instead of waiting for someone to audit your knowledge base, Hiver does it continuously. It flags outdated content, spots gaps, and auto-generates articles your team can review and publish. - Cross-team collaboration and escalation: Loop in teammates with internal notes, initiate Slack messages, link Jira issues, create ClickUp tasks, and log cases in Salesforce, all without leaving the conversation. Every handoff keeps the full context intact. - Analytics and reporting: Track response times, SLA compliance, and individual agent performance without leaving Gmail. Filter by customer tier, client, domain, or any custom field your team uses. - Workflow automation with a visual builder: Build automations that go beyond fixed rules. AI reads the context of each conversation, assigns it to the right agent, and extracts key details like order IDs or invoice numbers. Those details can then trigger downstream actions or update records in connected tools like Salesforce or Jira, without anyone doing it manually. Support teams at 10,000+ organizations, including the likes of Bynder, Epic Games, and Flexport, trust Hiver to run their support function. Part of what drives that trust is knowing Hiver in Gmail comes with 24x7 product support led by humans, on all its plans, regardless of what tier you’re on.

**Average Rating:** 4.6/5.0

**Total Reviews:** 1,251

#### How Do G2 Users Rate Hiver in Gmail?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.0/10)
- **Workflow:** 8.6/10 (Category avg: 8.7/10)
- **Customization :** 7.8/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.2/10 (Category avg: 8.6/10)

#### Who Is the Company Behind Hiver in Gmail?

- **Seller:** [Hiver](https://www.g2.com/sellers/hiver-bd5d22b3-3d5d-4b36-90d9-e569926f1908)
- **Company Website:** hiverhq.com
- **Year Founded:** 2011
- **HQ Location:** San Jose, CA
- **Twitter:** @hiverhq  
5,617 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=373d998300137e058ae7c1f5b5a9753e917625b6bea523bc09ccbf084049ff85&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1241281%2F&secure%5Burl_type%5D=linkedin_company_website)  
294 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** CEO, Owner
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 66% Small, 27% Medium

#### What Do G2 Reviewers Say About Hiver in Gmail?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **ease of use** of Hiver, making team communication and task assignments efficient and streamlined.
- Users value the **effective team collaboration** features of Hiver, enhancing communication and organization within their remote teams.
- Users value the **efficient email management** of Hiver, enhancing communication and task assignment for remote teams.
- Users find Hiver enhances **communication** , facilitating seamless collaboration and improving productivity in team workflows.
- Users praise Hiver for its **sophisticated collaboration features** , enhancing team productivity and streamlining communication effectively.

##### Cons

- Users face **email issues** with Hiver in Gmail, including glitches, difficulty in searching, and limited formatting options.
- Users feel **missing features** hinder Hiver's potential, wishing for more integrations and enhanced email management tools.
- Users find the **limited features** of Hiver in Gmail restricting, particularly for mobile functionality and analytics.
- Users experience **slow loading** with Hiver in Gmail, which can hinder quick actions during busy workflows.
- Users experience **bug issues** with Hiver, including disconnections and slow performance, complicating the user experience.

#### What Are Recent G2 Reviews of Hiver in Gmail?

**["Effortless Email Management, Enhanced Customer Experience"](https://www.g2.com/survey_responses/hiver-in-gmail-review-12082024)**

**Rating:** 5.0/5.0 stars

_— Ronak S._

[Read full review](https://www.g2.com/survey_responses/hiver-in-gmail-review-12082024)

**["Efficient Inbox Management with Stellar Free Features"](https://www.g2.com/survey_responses/hiver-in-gmail-review-11024153)**

**Rating:** 5.0/5.0 stars

_— Nadia S._

[Read full review](https://www.g2.com/survey_responses/hiver-in-gmail-review-11024153)

### [LogMeIn Rescue](https://www.g2.com/products/logmein-rescue/reviews)

LogMeIn Rescue is an enterprise remote support platform that enables IT teams and customer support organizations to deliver fast, secure, and reliable technical support — to employees, customers, and remote devices — from a single, scalable solution. Built for moments when failure is not an option, Rescue combines purpose-built security, proven performance, and practical AI to help support teams resolve issues quickly and confidently — without compromising control, compliance, or end-user experience. Rescue is used by small help desks and the world's largest global enterprises alike, including organizations in regulated industries such as finance, healthcare, and the public sector. Whether supporting internal IT or external customer-facing teams, Rescue adapts to your environment, your workflows, and your scale. Key capabilities include: -Enterprise-grade security: 40+ granular permissions and controls, session audit logs, IP and device-based access restrictions, SSO/AD Sync, and data storage policies — purpose-built for compliance and governance requirements. -Fast, reliable connections: Sessions connect in ~20 seconds or less, backed by 99.99% uptime, 5B+ remote sessions, and 20+ years of proven enterprise performance. -Flexible support options: 12+ connection methods including PIN code, calling card, web link, and live chat — minimizing user friction across platforms and devices. -Practical AI: AI-powered diagnostics, session summaries, script building, and error analysis help technicians resolve issues faster and document more consistently. -Smart integrations: Pre-built connectors for ServiceNow, Nexthink, Salesforce and more, plus robust APIs that align Rescue with the tools and workflows where support already lives. -Multi-platform support: Support devices across Windows, Mac, iOS, Android, Linux and Chromebook. Rescue is trusted by support teams that need a solution that is secure by design, operationally dependable, and ready to evolve with the demands of AI-driven enterprise support.

**Average Rating:** 4.6/5.0

**Total Reviews:** 197

#### How Do G2 Users Rate LogMeIn Rescue?

- **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.0/10)
- **Workflow:** 9.0/10 (Category avg: 8.7/10)
- **Customization :** 8.9/10 (Category avg: 8.4/10)
- **Customer Portal:** 8.8/10 (Category avg: 8.6/10)

#### Who Is the Company Behind LogMeIn Rescue?

- **Seller:** [GoTo](https://www.g2.com/sellers/goto-e9cfa0d5-5de0-41fa-9bc6-a0e0ce54cb86)
- **Company Website:** www.goto.com
- **Year Founded:** 2003
- **HQ Location:** Boston, MA
- **Twitter:** @goto  
41,211 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c36bce21331780a56ed18c4420c1c18d88af55b922dce06cdc8cff0c4ec83019&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F37788%2F&secure%5Burl_type%5D=linkedin_company_website)  
994 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Owner
- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 38% Medium, 34% Small

#### What Do G2 Reviewers Say About LogMeIn Rescue?

_AI-generated summary from verified user reviews_

##### Pros

- Users find LogMeIn Rescue's **ease of use** invaluable for remote problem solving and client issue recording.
- Users value the **simple and effective remote access** of LogMeIn Rescue, making IT support easier and more efficient.
- Users value the **simple and effective remote assistance** provided by LogMeIn Rescue for hassle-free troubleshooting.
- Users appreciate the **remote control feature** of LogMeIn Rescue, enabling effective problem-solving from anywhere.
- Users value the **effective customer support** of LogMeIn Rescue, facilitating quick issue resolution through remote control access.

##### Cons

- Users find LogMeIn Rescue **too expensive** for its offerings, suggesting better value in other remote software options.
- Users feel LogMeIn Rescue has **feature limitations** for its price, especially compared to other remote software options.
- Users feel LogMeIn Rescue offers **limited features** for the price, lacking comprehensive tools compared to competitors.
- Users report **ticketing issues** , citing unhelpful support and difficulties managing accounts across multiple portals.
- Users often face **application crashes and poor support** , complicating account management across multiple platforms.

#### What Are Recent G2 Reviews of LogMeIn Rescue?

**["Easy to Use with Seamless Connection and Great Screen Sharing Features"](https://www.g2.com/survey_responses/logmein-rescue-review-12937006)**

**Rating:** 5.0/5.0 stars

_— MOBOLAJI O._

[Read full review](https://www.g2.com/survey_responses/logmein-rescue-review-12937006)

**["Effortless Remote Support with Stellar Security"](https://www.g2.com/survey_responses/logmein-rescue-review-12760322)**

**Rating:** 4.5/5.0 stars

_— Reena S._

[Read full review](https://www.g2.com/survey_responses/logmein-rescue-review-12760322)

#### What Are G2 Users Discussing About LogMeIn Rescue?

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

### [TeamSupport](https://www.g2.com/fr/products/teamsupport/reviews)

TeamSupport vous emmène au-delà du ticket pour fournir les réponses dont votre client, votre équipe et votre entreprise ont besoin. Plus qu'un simple outil de gestion de tickets, TeamSupport est une plateforme de succès client basée sur l'IA, spécialement conçue pour les entreprises SaaS B2B en croissance, où l'intégration, le support et l'innovation continue sont les clés pour acquérir, développer et fidéliser les relations avec les clients. Nous nous concentrons sur l'utilisation réelle de votre produit SaaS — en écoutant les signaux intégrés dans chaque appel d'intégration, chaque question posée pour la première fois sur une fonctionnalité, et chaque rapport de bug persistant. Ces moments ne sont pas seulement des interactions de support ; ils sont une mine d'or d'informations sur le produit et le client. Nous veillons à ce que vos clients soient formés, guidés à travers l'adoption, soutenus pour obtenir une valeur maximale, et encouragés à étendre leur utilisation. Avec nos insights au niveau des comptes et notre agent IA axé sur le B2B, vous pouvez prendre de meilleures décisions, protéger votre base de clients et continuer à croître.

**Average Rating:** 4.4/5.0

**Total Reviews:** 877

#### How Do G2 Users Rate TeamSupport?

- **the product a-t-il été un bon partenaire commercial?:** 9.2/10 (Category avg: 9.0/10)
- **Flux de travail:** 8.6/10 (Category avg: 8.7/10)
- **Personnalisation:** 8.4/10 (Category avg: 8.4/10)
- **Portail client:** 8.6/10 (Category avg: 8.6/10)

#### Who Is the Company Behind TeamSupport?

- **Vendeur:** [TeamSupport](https://www.g2.com/fr/sellers/teamsupport)
- **Année de fondation:** 2008
- **Emplacement du siège social:** Dallas, TX
- **Twitter:** @TeamSupport  
13,505 abonnés Twitter
- **Page LinkedIn®:** [www.linkedin.com](https://www.g2.com/fr/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e58dc842b54a3156f3c150e2c118c4f2598c6f9975b9026e9decefb1803ad790&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fteamsupport-com%2F&secure%5Burl_type%5D=linkedin_company_website)  
62 employés sur LinkedIn®
- **Téléphone:** +1 (800) 596-2820

#### Who Uses This Product?

- **Who Uses This:** Ingénieur logiciel, Développeur de logiciels
- **Top Industries:** Logiciels informatiques, Technologie de l'information et services
- **Company Size:** 44% Medium, 39% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Les utilisateurs apprécient l' **interface intuitive et les fonctionnalités étendues** de TeamSupport, améliorant l'efficacité et l'efficience du support client.
- Les utilisateurs apprécient la **facilité d'utilisation** de TeamSupport, ce qui améliore l'efficacité de notre équipe et l'expérience du service client.
- Les utilisateurs trouvent que **l'équipe de support est incroyablement utile** , offrant des perspectives approfondies et des solutions efficaces à leurs préoccupations.
- Les utilisateurs louent le **excellent support client** de TeamSupport, soulignant leur serviabilité et leur compréhension approfondie du produit.
- Les utilisateurs apprécient les **rappels de tâches** de TeamSupport, ce qui améliore grandement leur organisation et leur efficacité dans la gestion des charges de travail.

##### Cons

- Les utilisateurs rencontrent une **courbe d'apprentissage abrupte** avec TeamSupport, nécessitant du temps pour maîtriser toutes ses capacités.
- Les utilisateurs rencontrent des problèmes de **chargement lent** avec TeamSupport, ce qui entraîne des inconvénients et des difficultés à naviguer dans de longs fils de discussion par e-mail.
- Les utilisateurs rencontrent souvent des **performances lentes** avec TeamSupport, ce qui cause des désagréments et des retards dans la gestion efficace de la communication par e-mail.
- Les utilisateurs trouvent la **fonctionnalité de recherche inadéquate** frustrante, limitant leur capacité à référencer efficacement les problèmes résolus précédemment.
- Les utilisateurs notent le besoin d'une **intégration améliorée avec d'autres outils logiciels** pour améliorer la fonctionnalité et la personnalisation de TeamSupport.

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

**["TeamSupport simplifie le suivi des tickets multi-clients avec des métriques de performance utiles"](https://www.g2.com/fr/survey_responses/teamsupport-review-12433366)**

**Rating:** 5.0/5.0 stars

_— Utilisateur vérifié à Logiciels informatiques_

[Read full review](https://www.g2.com/fr/survey_responses/teamsupport-review-12433366)

**["Excellent bureau de communication B2B avec des améliorations continues"](https://www.g2.com/fr/survey_responses/teamsupport-review-8885777)**

**Rating:** 5.0/5.0 stars

_— Kari B._

[Read full review](https://www.g2.com/fr/survey_responses/teamsupport-review-8885777)

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

- [À quoi sert TeamSupport ?](https://www.g2.com/fr/discussions/what-is-teamsupport-used-for) - 1 comment, 1 upvote

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Spotlight Categories

[Robotic Process Automation (RPA) Software](https://www.g2.com/categories/robotic-process-automation-rpa)

[Virtual Event Platforms](https://www.g2.com/categories/virtual-event-platforms)

[Core HR Software](https://www.g2.com/categories/core-hr)

[ERP Systems](https://www.g2.com/categories/erp-systems)

[Background Check Software](https://www.g2.com/categories/background-check)

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)

Benefits of Help Desk Software with Ticket Collaboration capabilities include: Share and collaborate on tickets with multiple customer service representatives

Below are the top-rated Help Desk Software with Ticket Collaboration capabilities, as verified by G2’s Research team. Real users have identified Ticket Collaboration as an important function of Help Desk Software. Compare different products that offer this feature so you can decide which is best for your business needs.

Top Tools at a Glance

| 

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Enterprise case management with AI and CRM context

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User Review

"The Evolution of Service: Bridging the Gap Between Data and Action."

 |
| 

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Omnichannel customer support and ticket tracking

 | 

User Review

"Unified Omnichannel Support with Powerful Automation and Analytics"

 |
| 

 | 

Customizable ticketing for growing support teams

 | 

User Review

"Easy Setup, Intuitive Ticketing, and Great Value with Zoho Desk"

 |
| 

 | 

Easy ticket intake and support workflow tracking

 | 

User Review

"A Feature-Rich Platform for Managing Customer Service"

 |
| 

 | 

CRM-connected support tickets and customer history

 | 

User Review

"Ticket management and centralized support with automations that enhance the experience"

 |
| 

 | 

AI support deflection from help content

 | 

User Review

"End: Efficient technical support and an easy-to-use platform"

 |
| 

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Cross-team case workflows and service visibility

 | 

User Review

"Facilitate Problem Management with Detailed Ticketing"

 |
| 

 | 

IT help desk with remote monitoring and automation

 | 

User Review

"A practical way to coordinate technicians, users, and infrastructure work"

 |
| 

 | 

Request portals and IT service workflows

 | 

User Review

"Seamless Jira Integration That Streamlines Service Requests and Support Workflows"

 |

* * *

Show More

* * *

## How Do You Choose the Right Help Desk Software?

### What You Should Know About Help Desk Software

### Help desk software buying insights at a glance

[Help desk software](https://www.g2.com/categories/help-desk) helps organizations manage and resolve customer, employee, and partner support inquiries across channels like email, chat, phone, and social media. These platforms centralize communication, automate ticket routing, enforce SLAs, and deliver insights through analytics.

Organizations use help desk software for internal IT support, external customer service, SLA tracking, and workflow automation. Solutions vary from basic ticketing tools to enterprise-grade platforms with AI assistance, omnichannel engagement, and CRM integration. Some products are tailored for industries like healthcare, finance, or education.

Most help desk tools are priced per user monthly or annually. Plans range from free tiers for small teams to enterprise solutions costing up to $6,000 per user/year. The average annual license cost is $672.52 (approximately $56 per user/month), based on G2 pricing data across 100 product editions.

If you're evaluating help desk software, consider your team size, ticket volume, required integrations, support for customization, and deployment preferences. Ask vendors:

- How flexible is the platform for custom workflows and reports?
- What integrations are available (e.g., CRM, collaboration, ITSM)?
- How well does the system perform under high ticket volumes?
- What onboarding and support resources are offered?
- Does the solution include AI or automation features to boost productivity?

G2's top-rated helpdesk software currently includes Salesforce Service Cloud, Zoho Desk, Freshdesk, Zendesk Support Suite, and Intercom.

### What is help desk software?

G2 defines [help desk software](https://www.g2.com/categories/help-desk) as a category of solutions designed to streamline the handling of customer, employee, and partner inquiries. These platforms consolidate support requests from email, chat, phone, social media, and other channels into a centralized queue, allowing teams to prioritize tickets based on urgency and complexity. 

Essential capabilities typically include automated ticket routing, SLA management, knowledge base functionality, and analytics for tracking service performance.

Help desk software, sometimes called service desk software, is part of the broader landscape of customer service and support tools. Demand continues to climb in response to growing expectations for swift, personalized support. Vendors in this sector are expanding feature sets to include AI-driven chatbots, omnichannel engagement options, and advanced workflow automation. 

As a result, organizations benefit from improved resolution times, agent productivity, and deeper insights into support trends that inform strategic decision-making.

According to current market estimates, the global help desk software sector reached a valuation of approximately $9.9 billion in 2021. Over the next decade, the market is poised to maintain a solid 9.4% CAGR, culminating in an estimated worth of nearly $26.8 billion by the end of 2032. ([_Source 1_](https://www.futuremarketinsights.com/reports/help-desk-software-market))

G2 currently covers 449 help desk products, with 2995 reviews published in the last 12 months. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies))

### What are the top reviewed helpdesk software on G2?

G2 scores the top-rated help desk tools based on a [proprietary algorithm](https://documentation.g2.com/docs/research-scoring-methodologies) that factors in real-user satisfaction ratings and popularity from review data. Here are the five highest-rated help desk products G2 for this category:

#### 1. [SF Service Cloud](https://www.g2.com/products/salesforce-service-cloud/reviews)

- Number of Reviews: 2,000
- Satisfaction: 96
- Market Presence: 99
- G2 Score: 98

#### 2. [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews)

- Number of Reviews: 4,797
- Satisfaction: 99
- Market Presence: 92
- G2 Score: 95

#### 3. [Freshdesk](https://www.g2.com/products/freshdesk/reviews)

- Number of Reviews: 2,807
- Satisfaction: 95
- Market Presence: 88
- G2 Score: 91

#### 4. [Zendesk Support Suite](https://www.g2.com/products/zendesk-support-suite/reviews)

- Number of Reviews: 3,797
- Satisfaction: 84
- Market Presence: 92
- G2 Score: 88

#### 5. [Intercom](https://www.g2.com/products/intercom/reviews)

- Number of Reviews: 2,029
- Satisfaction: 87
- Market Presence: 83
- G2 Score: 85

These rankings are determined by combining verified user ratings and publicly available web search popularity data:

- The **Satisfaction Score** measures user satisfaction with software products based on user feedback, review quality, quantity, and recency. It helps buyers easily understand how well a product meets user expectations. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies))
- The **Market Presence Score** measures a product's prominence in its market. It combines data from G2 user reviews and external sources, focusing primarily on product-specific factors to reflect real-world popularity and vendor influence. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies))
- G2 ranks products using a unique scoring system, the **G2 Score** , calculated from genuine user reviews, online data, and social signals. This score makes it easy to compare and evaluate different software products within each G2 category. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies))

### Help desk software pricing and cost considerations

Most help desk software solutions on the market are priced on a subscription basis, with costs typically calculated per user per month. Help desk software pricing varies significantly depending on the vendor, scale, complexity, and deployment model. Pricing categories usually include:

- Free tier: These [freemium offerings](https://www.g2.com/categories/help-desk/free) provide basic functionality, ideal for startups or small teams with limited support needs. They often include essential features such as ticket management and basic knowledge base tools, with restrictions on ticket volumes, integrations, or advanced support capabilities.
- Entry-level and mid-market tiers: Aimed at small to mid-sized organizations, these solutions come with moderate feature sets and are typically priced per user per month. They usually cover essential multi-channel support (email, chat, etc.), standard reporting, and [basic automation](https://www.g2.com/categories/help-desk/f/response-automation). According to G2 data covering 45 products across 100 editions, the average annual license cost is about $672.52—roughly $56 per user per month.
- Enterprise-level tiers: These comprehensive and highly customizable platforms offer advanced features, such as AI-assisted support, multiple inbox management, extensive automation, deep analytics, and enhanced security. Enterprise-level solutions include premium support, customizable workflows, [voice capabilities](https://www.g2.com/categories/help-desk/f/voice), and [SLA guarantees](https://www.g2.com/categories/help-desk/f/sla-management). High-end offerings can cost up to approximately $6,000 per user per year.

Most service desk software solutions are priced per user monthly, though annual payment options are also commonly available. Organizations should carefully evaluate the Total Cost of Ownership (TCO), considering hidden costs such as onboarding, integrations, training, and ongoing technical support. Additional factors such as hardware expenses, IT resources, and maintenance requirements must be considered for on-premises deployments.

### Types of help desk software on G2

Helpdesk software solutions typically fall into the following categories, each with distinctive functionalities suited to specific support and service management needs:

- Ticketing systems: These tools focus on centralizing support requests by converting them into actionable tickets, automating workflows, and providing tracking and reporting mechanisms to ensure issues are prioritized and resolved efficiently.
- [IT service management (ITSM) solutions](https://www.g2.com/categories/it-service-management-itsm-tools): ITSM tools integrate comprehensive IT service processes, including incident, problem, and change management, often leveraging frameworks like ITIL to streamline overall service delivery and asset management.
- Cloud-based help desk software: Such solutions are delivered via the cloud for scalable, always-accessible support platforms that reduce on-premise maintenance and offer flexible subscription models, seamless updates, and integration capabilities.
- On-premise help desk software: Installed and managed locally, such products offer high customization and data control for organizations with stringent security or regulatory requirements. They also require an upfront investment in hardware and ongoing maintenance.
- Integrated help desk and CRM solutions: Such tools merge core help desk capabilities with [customer relationship management tools](https://www.g2.com/categories/crm) to provide a unified view of customer interactions, aiding support efficiency and overall relationship management.
- [Self-service portals](https://www.g2.com/categories/customer-self-service) and [knowledge base systems](https://www.g2.com/categories/knowledge-base-software): These systems empower users to resolve common issues independently through well-organized knowledge bases, FAQs, and community forums, often supplemented with automation and chatbots for immediate assistance.
- [Mobile help desk solutions](https://www.g2.com/categories/help-desk/f/mobile-user-support): These solutions enable support agents and customers to manage tickets, communicate, and track service requests through dedicated mobile applications, thus facilitating on-the-go productivity and quick notifications.
- Specialized help desk software: Tailored to meet industry-specific requirements, these solutions include specialized compliance tools, advanced security measures, and custom workflows designed to address unique operational processes within healthcare, finance, and more.

### Top help desk software features rated by G2 reviewers

Most help desk solutions include foundational capabilities for organizing and addressing user inquiries. These range from basic ticket routing to self-service tools, helping customer support teams handle various communication channels, automate repetitive tasks, and monitor performance.

#### Core help desk software features

- Ticket management: Tracks the lifecycle of customer support requests or IT incidents from creation to resolution. This includes automated routing, prioritization, and [collaboration tools to ensure tickets reach the right agents](https://www.g2.com/categories/help-desk/f/ticket-collaboration).
- Knowledge base management: Enables creating, updating, and maintaining a repository of informational articles or FAQs. This resource helps end users find quick answers and minimizes repetitive inquiries directed to agents.

#### Highly rated common help desk software features

- [Live chat](https://www.g2.com/categories/help-desk/f/chat-live-support): This service provides real-time messaging capabilities for immediate customer support and faster resolution times. Many buyers report that live chat has a high impact on customer satisfaction.
- Alerts/escalation: Automatically send notifications when tickets meet specific criteria, such as reaching an SLA threshold or requiring higher-level assistance. This helps keep response times in check and prevents issues from being overlooked.
- Generative AI: Offers AI-powered text generation and summarization to expedite drafting replies or condense lengthy documentation. This feature is increasingly valued for saving time and improving consistency.
- Reporting & analytics: Delivers insights into metrics like response times, resolution rates, and customer satisfaction. Buyers often rely on analytical tools to identify bottlenecks and track support efficiency.
- Multi-channel communication: Consolidates requests from phone, email, [social media](https://www.g2.com/categories/help-desk/f/social-integration), and other channels into a single dashboard. Having a unified view of customer interactions is crucial for seamless support.
- User roles & access controls: Restricts data visibility and system functions based on defined roles or permissions. This ensures sensitive information remains protected while allowing easy collaboration.
- Self-service portal: This empowers end users to submit and track their own tickets, access knowledge base content, and even engage with community forums. Many organizations find that self-service options reduce agent workload and improve user autonomy.

Additional capabilities may include [email-to-case conversion](https://www.g2.com/categories/help-desk/f/email-to-case), [attachments and screencast sharing](https://www.g2.com/categories/help-desk/f/attachments-screencasts), and [customer and contact database features](https://www.g2.com/categories/help-desk/f/customer-and-contacts-database).

### Top service desk software benefits identified by G2 reviewers

Effective help desk software implementation offers multiple strategic benefits, including:

**Improved ticket resolution & efficiency:** Help desk software streamlines ticket routing and management, ensuring rapid response times and swift issue resolution.

_“The tool handles ticket assignments and basic replies, saving me hours weekly. It’s benefiting me by giving me more time to focus on solving customer problems instead of just organizing them, and my response times have improved so much that my customers are noticeably happier”_ - [Ayush C., Founder](https://www.g2.com/products/zoho-desk/reviews/zoho-desk-review-10951396).

**Effective automation & SLA management:** Service desk tools help with automated responses, proactive SLA tracking, and escalation processes that maintain consistent service quality and prevent delays.

_“Its automation features handle repetitive tasks, freeing the team to focus on complex customer needs. This has increased team productivity, customer satisfaction, and more efficient management of high support volumes.”_ - [Jenny P., Senior Operations Manager](https://www.g2.com/products/freshdesk/reviews/freshdesk-review-10742210).

**Actionable reporting & analytics:** Helpdesk tools offer comprehensive dashboards and reporting features that deliver insights into performance metrics, supporting data-driven decision-making and continuous improvement.

“_The integration with our existing systems has been seamless, and the dashboards and reporting capabilities provide helpful insights into our customer service performance._” - [Eric A., Customer Service Manager](https://www.g2.com/products/salesforce-service-cloud/reviews/salesforce-service-cloud-review-10415064).

**User-friendly interface & ease of use:** G2 reviewers also report that an intuitive design for service desk software minimizes training needs and accelerates agent adoption, contributing to smoother daily operations.

_“The interface is clean and very easy to navigate, the user guide is easy to follow, and the training process is less than 2 days.”_ - [Jennifer C., Client Services Senior Lead](https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-9874966).

### Top help desk tools challenges identified by G2 reviewers

Navigating help desk software requires careful consideration of potential obstacles. Insights gathered from user reviews on G2 reveal several recurring challenges that can significantly impact the software’s effectiveness and overall return on investment. Understanding these issues—and knowing the right questions to ask vendors—empowers buyers to make more informed decisions.

**1. Customization complexity & limited flexibility:** Reviewers frequently express concerns over tailoring workflows, dashboards, and interfaces to match their unique business processes. This rigidity can hamper operational efficiency and obstruct the desired level of personalization.

- **Essential questions to ask your help desk software vendor:** How configurable is the platform for custom workflows and reporting? Can the helpdesk solution evolve with changing business processes without requiring extensive custom code?
- **How to overcome the challenge:** Look for service desk platforms that offer modular, scalable customization options. A flexible architecture allows for incremental enhancements and ensures the tool remains adaptable to future needs.

**2. Performance under high ticket volumes:** As support teams handle increasing inquiries, some help desk tools experience performance slowdowns or bottlenecks—especially during peak periods. This can negatively affect response times and overall productivity.

- **Essential questions to ask your help desk software vendor:** What performance benchmarks are available for high-volume environments? How does the system maintain speed and responsiveness during peak times?
- **How to overcome the challenge:** Evaluate help desk solutions with proven scalability, robust infrastructure, and real-world performance metrics in similar operational settings. Testing under simulated high-load conditions during pilot phases can provide valuable assurance.

**3. Integration limitations:** Many help desk reviewers express disappointment regarding the difficulty of integrating with legacy systems. Non-standard third-party tools can disrupt a unified customer support ecosystem, leading to fragmented data and inefficiencies in workflow.

- **Essential questions to ask your help desk software vendor:** Can you provide examples of integrations with popular CRM, collaboration, and ITSM tools? How does the solution handle integrations with older or custom systems?
- **How to overcome the challenge:** Choose help desk platforms with a comprehensive API ecosystem and flexible integration capabilities that minimize the need for complex, custom integrations.

### What is help desk software used for?

Analysis of help desk software reviews reveals the following common scenarios:

- **Internal IT support:** Organizations use help desk tools to track and resolve internal IT incidents and service requests, ensuring that technical issues are addressed quickly and internal operations remain smooth.
- **Customer service & support:** Businesses rely on these platforms to manage external customer inquiries by consolidating communications from email, live chat, social media, and other channels into a single ticketing system. This centralization ensures customer issues are captured, prioritized, and resolved efficiently.
- **Multi-channel communication management:** Reviewers say help desk software streamlines interactions across multiple communication channels, such as phone, email, chat, and social media, ensuring that support teams have a unified view of all customer engagements and can respond effectively to each query.
- **Workflow automation and SLA tracking:** Reviewers highlight the importance of automated ticket routing, real-time notifications, and strict SLA management in maintaining high support quality.

### Who uses helpdesk software?

Help desk software users span various roles, from frontline support staff to strategic decision-makers. Based on G2 reviewer demographics, typical users include customer support managers, IT managers/administrators, and service desk analysts/technicians, with additional participation from directors of operations and business owners. Common industries include technology/SaaS, e-commerce/retail, and financial services, with significant representation in telecommunications, education, and healthcare.

### Common service desk software integrations

Extensive user review data reveals that help desk solutions are frequently integrated with several key categories of software to enhance operational efficiency and create a unified support environment:

- **CRM systems:** Integration with [customer relationship management platforms](https://www.g2.com/categories/crm) provides a unified view of customer interactions. This enables support teams to access comprehensive customer profiles and historical data, ensuring that every support case is handled with full context.
- **Collaboration & communication platforms:** Connecting help desk software with [internal messaging and collaboration tools](https://www.g2.com/categories/internal-communications) streamlines communication among support teams. This integration facilitates real-time ticket updates and collaborative problem-solving, leading to faster resolution times and improved team coordination.
- **Email platforms & automation tools:** Integrations with widely used [email](https://www.g2.com/categories/email) and automation systems allow for automatically converting incoming messages into support tickets. This reduces manual entry, maintains consistency in communication, and ensures that customer inquiries are efficiently tracked across channels.
- **Workflow and custom integration tools:** Help desk software can synchronize data across various applications, such as [project management](https://www.g2.com/categories/project-management) and [analytics tools](https://www.g2.com/categories/analytics-platforms), by leveraging flexible integration methods and workflow automation technologies. This enhances overall operational visibility and supports more efficient, data-driven decision-making.
- **Additional integrations:** Many users also value connections with other [task management](https://www.g2.com/categories/task-management-software) and [business intelligence tools](https://www.g2.com/categories/business-intelligence), further streamlining processes and ensuring that support performance aligns closely with broader organizational objectives.

### Future of helpdesk software

- **AI-powered automation and predictive support:** Helpdesk software is becoming increasingly intelligent, with AI and [machine learning](https://www.g2.com/articles/what-is-machine-learning) driving automation, faster ticket resolution, and smarter self-service. AI tools can prioritize tickets, suggest solutions, and even resolve routine issues autonomously, freeing up agents for complex queries. Predictive analytics will help identify recurring problems before they escalate, improving uptime and customer trust. ([_Source 3_](https://www.manageengine.com/products/service-desk/help-desk-software/future-help-desk-support-trends.html))
- **Omnichannel and conversational experiences:** Future-ready helpdesks will seamlessly integrate chat, email, social media, and voice into a unified interface. Conversational AI will humanize interactions, reduce friction, and offer 24/7 support. ([_Source 4_](https://www.zendesk.com/newsroom/press-releases/cx-trends-2024))
- **Mobility and remote support:** With the rise of hybrid work, mobile-first helpdesk apps will enable technicians to manage tickets and provide real-time support anywhere, increasing agility and responsiveness. ([_Source 3_](https://www.manageengine.com/products/service-desk/help-desk-software/future-help-desk-support-trends.html))

### Sources

1. [Help Desk Software Market Analysis – Demand & Forecast 2022-2032](https://www.futuremarketinsights.com/reports/help-desk-software-market), Future Market Insights.
2. G2 reviews data: G2 reviews are sourced from verified software users and factor in satisfaction ratings, market presence, and real-time popularity data. Rankings in this guide are based on an analysis of G2 user reviews published within the last 12 months. For more details, read [G2’s full scoring methodology](https://documentation.g2.com/docs/research-scoring-methodologies).
3. [Future of help desk support](https://www.manageengine.com/products/service-desk/help-desk-software/future-help-desk-support-trends.html), ManageEngine.
4. [AI ushers in era of intelligent CX, fuels massive industry transformation](https://www.zendesk.com/newsroom/press-releases/cx-trends-2024)​, Zendesk.

###