--- title: Richpanel Reviews meta_title: 'Richpanel Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 94 reviews by the users' company size, role or industry to find out how Richpanel works for a business like yours. aggregate_rating: rating_value: 4.7 review_count: 94 scale: '5' date_modified: '2026-08-07' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Richpanel Reviews **Vendor:** Richpanel **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.7/5.0 **Total Reviews:** 94 ## About Richpanel Richpanel is the AI-native helpdesk for ecommerce and DTC brands. You hire an AI support team and the helpdesk your humans work in, on one platform and one bill. The AI resolves the repeat work end to end. Your people stay in control of the exceptions. Most CX software bolted AI onto a 2010s ticketing system. Richpanel rebuilt the helpdesk around the AI. The AI CX team you hire: • Customer AI resolves routine conversations autonomously: refunds, order tracking (WISMO), cancellations, subscription changes, returns and policy questions. 70 to 80% autonomous resolution at maturity. • Copilot AI researches, drafts replies and executes actions for your human agents, around 5x throughput. • QA AI reviews 100% of closed conversations, finds gaps and feeds fixes back into policy. • CX Manager AI reads your business, writes the SOPs, configures the agents and improves the system per brand. The AI that builds the AI. Why teams switch to Richpanel: • A real Gorgias, Zendesk, Intercom and Freshdesk alternative. AI that resolves, not just deflects. • No double-meter pricing. Pick your model (Claude, GPT or Gemini) and tokens. About $0.25 per conversation. • 50% AI resolution guaranteed in 30 days, or your money back. • Live on your store fast, with one-click Gorgias and Zendesk import. • HIPAA-audited, SOC 2 Type II (zero exceptions) and GDPR-audited. Trusted by 2,000+ brands including Ridge, Jones Road and Pela. Compare Richpanel and learn more: richpanel.com/compare/gorgias richpanel.com/compare/zendesk richpanel.com/learn/best-ai-agents-customer-support richpanel.com/security ## Richpanel Pros & Cons **What users like:** - Users highly value the **exceptional customer support** from Richpanel, appreciating quick responses and effective assistance. (10 reviews) - Users find Richpanel's **ease of use** invaluable, enhancing their customer service experience with a user-friendly interface. (9 reviews) - Users value the **helpful support** from Richpanel, enhancing their customer service and problem-solving capabilities. (5 reviews) - Users are impressed by the **quick response** from Richpanel’s support team, ensuring timely assistance and resolution of issues. (5 reviews) - Users appreciate the **efficiency through automation** in Richpanel, significantly improving organization and response times for support teams. (4 reviews) - Users find the **easy setup** of Richpanel makes transitioning to the platform seamless and efficient. (4 reviews) - Intuitive (4 reviews) - Team Collaboration (4 reviews) - Analytics (3 reviews) - Automation (3 reviews) **What users dislike:** - Users face **integration issues** with Richpanel, wishing for better compatibility with more software options. (4 reviews) - Users find **chat limitations** in Richpanel hinder organization and effectiveness, affecting overall user experience. (2 reviews) - Users feel a **lack of features** in Richpanel, particularly concerning documentation and API integration options. (2 reviews) - Users find Richpanel **not user-friendly** , struggling with organization, complicated setups, and lacking in automation features. (2 reviews) - Users find the **setup difficulties** challenging due to limited documentation and complicated features, requiring time to adapt. (2 reviews) - Users note that **communication issues** regarding updates can impact productivity and require improvement for Richpanel. (1 reviews) - Users experience **data duplication** issues with delayed messages, impacting the effectiveness of Richpanel. (1 reviews) - Email Issues (1 reviews) - Inefficiency (1 reviews) - Integration Difficulty (1 reviews) ## Richpanel Reviews ### 1. My Experience With Rich Panel **Rating:** 4.0/5.0 stars **Reviewed by:** Joseph V. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 18, 2023 **What do you like best about Richpanel?** I like the features that Rich panel has, but there are so many of them. I'm not sure we will use them all. I like the idea of tagging but I have no idea how to then search for those tags I like how rich panel shows us the lifetime sales of customers, which allows me to treat our valued, long standing customers with a lot of care! I like how rich panel seems to import the order numbers - I was having to ask or search for order numbers in zendesk. **What do you dislike about Richpanel?** Rich panel seems to take longer than Zendesk to load at certain times throughout the day Rich panel makes my workforce fear for their job security because it is full of automation tools, which gives my coworkers distraught existential thoughts and feelings, leading to depression, anxiety, and dysphoria. Rich panel tickets sometimes get frozen Rich panel is more complicated than other ticket systems we have used (Zendesk for example) Rich panel does not have ticket NUMBERS and so members of my team have complained that they cannot keep ticket numbers in a spreadsheet, to track their sales/customer relations Rich panel does not have a dark mode that I could find, and so it is hard on the eyes Rich panel "snoozed" tickets are stored at the bottom of the navigation tray on the left, and I think they should be stored right under the inbox link. Rich panel is difficult to navigate on smaller screens Rich panel tickets are not searchable in my gmail results, so when a customer calls in and I do not know where we were writing to eachother (was it email? was it rich panel?) I used to be able to search their email in my gmail and the Zendesk ticket would come up in my gmail search results. But rich panel tickets do not come up in gmail search results! This increases the amount of time it takes for me to begin reviewing what steps have already been taken to resolve issues. **What problems is Richpanel solving and how is that benefiting you?** Rich panel is making it very easy to track the lifttime profits from an individual customer. Rich panel is helping my team to understand who our customers are. It shows past orders, which is very valuable to my team members. There is a learning curve to rich panel, and I think that can be intimidating to new users but overall I think Rich panel is solving more problems than creating problems. ### 2. Simply Easy & Feasible to Navigate! **Rating:** 4.0/5.0 stars **Reviewed by:** Tiawna M. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 19, 2024 **What do you like best about Richpanel?** I find Richpanel to be efficient for my line of work because of the easily accessible information that is available to me via company platform integrations, as well as the ease of navigation within both desktops and mobile applications. **What do you dislike about Richpanel?** I think that one way Richpanel could improve is by featuring personal customizations within the platform for each agent's use - I love to keep my thinking fresh by changing the "background" or "theme" on my dekstop, GMail, and Slack programs! **What problems is Richpanel solving and how is that benefiting you?** I can massly communicate with customers in an organized fashion. ### 3. Richpanel is user friendly. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Wholesale | Small-Business (50 or fewer emp.) **Reviewed Date:** October 20, 2023 **What do you like best about Richpanel?** The interface of the website is pleasing to the eyes. I also like how there are separate folders or views that help with organizing the chats/emails that we receive. The leaderboard page is also a great addition since we can see our scores real time. **What do you dislike about Richpanel?** There is no sound notification to indicate that there is a new chat. You have to be on the same chat pannel page in order for you to know that there is a new chat that you need to answer. You have to place the richpanel window on a different screen so you can see if there are incoming chats while doing other stuff like sending an email using a different website. **What problems is Richpanel solving and how is that benefiting you?** As mentioned on the first page, there is no sound when there are incoming chats, I am not sure if this is being resolved or if this feature is being added but we were given an option to enable notification on the web browser that we are using instead. ### 4. My Journey on RICHPANEL **Rating:** 4.0/5.0 stars **Reviewed by:** Renato Andres S. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 04, 2023 **What do you like best about Richpanel?** What I like best of RICHPANEL are the following: The analytics, Costumer support and the technology implied behind it. I love how the analytic module reflects the efficency of the agents and the time of each channels of communitation. The there´s the quick responses and support to our questions and the resolution of it. **What do you dislike about Richpanel?** What I dislike the most of RICHPANEL is that it hasn't updgraded much regarding the integrations with whatsapp. This communication channel started when we started working presented certain difficulty regarding the life time of tickets. Is some time has passed and the ticket hasn't been answered, the ticket would automatically be close being imposible to response to aour clients. Then it hasn't launched yet the integration of outbound messages through whatsapp, this would be a great acquisition for my marketplace **What problems is Richpanel solving and how is that benefiting you?** Richpanel is helping managing my social media and providing the best experience to my costumers. The best feature is the integration it has with ecommerce platforms where agents has quick access through the platform to insight of complaints or a small insight of the costumer if it has asked something as well last purchased made by the client. ### 5. Very helpful team and robust platform **Rating:** 3.5/5.0 stars **Reviewed by:** Caitlin E. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2023 **What do you like best about Richpanel?** There are many options to customize your dashboard and input important material for later use. The team at RP has also been great, helping us with everything we need and fixing issues as they come. **What do you dislike about Richpanel?** The platform is quite slow when typing, especially when using a text expander. This makes it challenging to work as fast as could be possible. I also think not being able to move emails between the brands is limiting. **What problems is Richpanel solving and how is that benefiting you?** The self-service helps greatly by allowing us to gather the information we need before the case even comes to us. This turns 3-4 email exchanges into 2 email exchnages. ### 6. Two months in, so far very happy **Rating:** 4.0/5.0 stars **Reviewed by:** Jan K. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2023 **What do you like best about Richpanel?** I especially like the interconnectedness with other platforms and the wealth of data and analytics one can draw from Richpanel. The customer service has been great also. **What do you dislike about Richpanel?** So far the main issue has been how much computer memory it takes. It has been getting better, though. No being able to right-click and open a new tab is also something I find annoying. **What problems is Richpanel solving and how is that benefiting you?** Richpanel offers the customer a solution before they get to a representative. This is still being set up, but I believe this could take away a big part of the work load. ### 7. Richpanel for Ozonics **Rating:** 3.5/5.0 stars **Reviewed by:** Sheila B. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 01, 2023 **What do you like best about Richpanel?** Like the layout. The customer service is very helpful and detailed very friendly. I really like the snooze feature, you can always go back to it and take care of a customer **What do you dislike about Richpanel?** I do not like all the features on the left side panel. Loks to cluttered and junky. Sometimes is confuses me when I have to be fast in my replies to customers. **What problems is Richpanel solving and how is that benefiting you?** We talke to customers and taken care of there problem or product that needs to be issued. Replaced or reworked. We also talk to customer to place there orders and give them a total ### 8. So far it has been a great experience and I look forward to seeing more features installed in RP **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** July 31, 2023 **What do you like best about Richpanel?** I really like how we can merge tickets to multiple conversations customers may be having. It is really helpful in keeping this organized and be able to respond to the customer in a timely manner **What do you dislike about Richpanel?** I really wish we could merge accounts with multiple email addresses. Many customer reach out on different email address than the one that is connected to their account, so it would be nice to have that as a feature. **What problems is Richpanel solving and how is that benefiting you?** We are currently working on a few features but one of them is to pull more data than what we can currently obtain at once. Along with being able to update our tags so we can accurately report the customer's needs and solutions ### 9. Customer Support Representative **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** December 21, 2023 **What do you like best about Richpanel?** What I like best is the chatbot and the usability. **What do you dislike about Richpanel?** Sometimes it crashes due to memory, but not very often. **What problems is Richpanel solving and how is that benefiting you?** Customer Service Platform and it is benefiting us by assisting us in communicating in an effective and efficient manner. ### 10. RICHPANEL > ZENDESK **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Restaurants | Small-Business (50 or fewer emp.) **Reviewed Date:** October 17, 2023 **What do you like best about Richpanel?** I like the easiness of finding messages and AI prompts and replays. Assignments are easy to create new views for everyone or Private for your business. **What do you dislike about Richpanel?** I get multiple duplicate messages after something has been closed. Some come in an hour later. Implementation and Intergration were slow at the beginning. **What problems is Richpanel solving and how is that benefiting you?** Email and consistent communication with customers. ### 11. Pretty positive about Richpanel **Rating:** 4.0/5.0 stars **Reviewed by:** Hugo Y. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 10, 2023 **What do you like best about Richpanel?** What I like best about Richpanel is the interface. It's really simple and quick to get used to it. **What do you dislike about Richpanel?** The fact that it gets slow with text expander/shortcuts can be hard sometimes. **What problems is Richpanel solving and how is that benefiting you?** We solve warranty claims, questions about our products, and globally all sorts of questions, ### 12. Great for communication between teams and customers **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** August 14, 2023 **What do you like best about Richpanel?** I mostly use it to communicate with our customer service department, and I enjoy having the private conversations so that I can see the customer notes, but provide a private reply to our customer service reps when they need my help **What do you dislike about Richpanel?** At the moment, I don't have any downsides about Richpanel. From what I understand from our customer service team, they do really enjoy the platform and we have hda no complaints. **What problems is Richpanel solving and how is that benefiting you?** Allowing us to communicate with customers but quickly loop in other employees from other departments outside the customer service team if we need additional information, details, or input. ### 13. Feedback **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** August 09, 2023 **What do you like best about Richpanel?** Richpanel keeps incoming emails well organized and has a good Macro section. Has relevant Shopify information handy. **What do you dislike about Richpanel?** I receive too much junkmail. I receive too many notifications to my phone. **What problems is Richpanel solving and how is that benefiting you?** Richpanel creates a platform for Wuxly to interact with our customers. We can offer customers solutions and advice in a prompt manner. ### 14. Pretty Great! **Rating:** 4.0/5.0 stars **Reviewed by:** Joseph E. | Ecommerce & IT Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Richpanel?** I love the support. They are always super helpful and always has something for us to optimize. Having that helps me know that our customer support is the best it can be. **What do you dislike about Richpanel?** It is a little complicated to use. Setting up the automations and the self service options are hard to follow. It takes some getting used to. I assume if you use it enough it will make sense. **What problems is Richpanel solving and how is that benefiting you?** RichPanel is helping us have less interactions with customer support while keeping customer satisfaction high. They do that with the self service automation they set up. ### 15. We like it! **Rating:** 4.0/5.0 stars **Reviewed by:** Kenton A. | Chief Marketing Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Richpanel?** The automations in richpanel make things much easier and have actually generated a significant amount of additional revenue. **What do you dislike about Richpanel?** It doesn't have as many integrations as some of the more established players in the space. **What problems is Richpanel solving and how is that benefiting you?** It's solving the problem of having to manually do so much of our cx work and benefiting us because we can hire less people. **Official Response from Ajay Suresh:** > Hi Kenton, Thanks for taking the time to review Richpanel. We're glad that you like the product and we're working towards adding more integrations in the near future, we'll be sure to keep you posted about the progress. ### 16. Works Just Fine **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Sporting Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Richpanel?** It's easy to navigate and easy to keep using. The more that I use it, the easier it seems to get to use. I like how I can see how my other team members are doing as well. **What do you dislike about Richpanel?** Sometimes, it doesn't notify me when I have a new Richpanel that I need to review. That can sometimes cause issues when trying to keep my response time as low as possible. **What problems is Richpanel solving and how is that benefiting you?** I no longer have to answer customer emails through my direct email and there's an additional filter between them and the email that I use to talk to my clients. **Official Response from Ajay Suresh:** > Hi Customer, Thank you for taking the time to add your review. By default, if you are logged into your desktop, we don’t send notifications to your mobile app or to your email. You can change this setting to always notify for a few days and see if it helps. You can read more about notifications here: https://updates.richpanel.com/cut-through-the-noise-with-custom-notifications-243396 Please do let us know if we can assist you in any other way. ### 17. Good fit for eCommerce **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** November 14, 2022 **What do you like best about Richpanel?** Ability to tag others in private notes for internal follow up, built for eCommerce businesses **What do you dislike about Richpanel?** UX is a little clunky. Creating folders to file tickets is not really intuitive. **What problems is Richpanel solving and how is that benefiting you?** We needed to upgrade from using Outlook for customer service, and allow for multiple agents. Richpanel is helping solve for this. ### 18. Fairly decent tool for business **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Sporting Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2022 **What do you like best about Richpanel?** That it automatically assigns emails to staff. Makes email much faster. **What do you dislike about Richpanel?** Seems to need to be updated daily and at times it will not notify me when a new message has come in **What problems is Richpanel solving and how is that benefiting you?** It saves all communication so we can go back and rereview at a later date ### 19. Perfect Service **Rating:** 4.0/5.0 stars **Reviewed by:** Tony C. | N/A, Small-Business (50 or fewer emp.) **Reviewed Date:** January 19, 2022 **What do you like best about Richpanel?** Prompt responses, knowledgeable staff, a real effort was made to make the product as usable as possible. **What do you dislike about Richpanel?** Product limitations only, service impeccable. **What problems is Richpanel solving and how is that benefiting you?** Just trying to export data, not an RP user, per se. ### 20. This has helped us grow and service more customers **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** September 21, 2020 **What do you like best about Richpanel?** The best part is being able to see if real time if the customer is online, what their last order was, status of their order and all notes. **What do you dislike about Richpanel?** Up until recently the only thing that I dislike at the time is that there was not an option to integrate social media. However looks like that is now an option which we are very excited about. **What problems is Richpanel solving and how is that benefiting you?** The power replies are a game changer. We have about 10 customers a week reach out asking if we ship to Canada. At this time we can not, so having the power replies saves us so much time. ## Richpanel Discussions - [What do you like most about Richpanel for customer support, and what needs improvement?](https://www.g2.com/discussions/what-do-you-like-most-about-richpanel-for-customer-support-and-what-needs-improvement) - [What is Richpanel used for?](https://www.g2.com/discussions/what-is-richpanel-used-for) - [View Richpanel pricing details and edition comparison](https://www.g2.com/products/richpanel/reviews?filters%5Bnps_score%5D%5B%5D=4§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+12%3A50%3A03+-0500&secure%5Bsession_id%5D=cec79136-fe1f-4ec5-90fa-122a2fb48d17&secure%5Btoken%5D=505e3d58c61359a8a88ae9667f705f91ffd055bdf95db324490ce90812ca770f&format=llm_user) ## Richpanel Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - E-Commerce Tools** - Cross-system Integration - Adaptive Learning - Natural Language Interaction **Additional Functionality** - Ad hoc Reporting - Event Logs - Access Controls/Permissions - AI Copilot - Workflow Management - Debit/Credit Card Processing - Root Cause Analysis - Conditional Logic - Generative AI - Search/Filter - Response Management - Prioritization - Dispute Management - Custom Fraud Rules - Real-time Alerts - Evidence Management - Rate of Return Analysis - Case Management - API - Task Management - Transaction Monitoring - Activity Dashboard - Payment Tracking - Payment Fraud Prevention - Customizable Templates - Refund Management - Data Synchronization - Business Process Automation - Risk Scoring - Predictive Analytics - Chargeback Tracking - AML Compliance - Financial Transaction Approval - Third-Party Integrations - Source Tracking - AI/Machine Learning - Claims Tracking - Real-Time Reporting **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing - Real-Time Notifications - Real-time Consumer-facing Chat **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Generative AI** - AI Text Summarization - Generative AI **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Additional Functionality** - Real-Time Analytics - Email Management - API - Single Sign On - Search/Filter - Collaboration Tools - Third-Party Integrations - Activity Dashboard - Canned Responses - Surveys & Feedback - Reporting/Analytics - Transfers/Routing - Geotargeting - Interaction Tracking - CRM - Transcripts/Chat History - Document Storage - Screen Sharing - Contact Management - Autoresponders - Multi-Channel Communication - Mobile Access - AI Copilot - Offline Form - Real-Time Monitoring - Support Ticket Management - File Sharing **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top Richpanel Alternatives - [Gorgias](https://www.g2.com/products/gorgias/reviews) - 4.6/5.0 (555 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,734 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,671 reviews)