# Best Help Desk Software - Page 3 *By [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)* Help desk software is used to organize, manage, and respond to service-related requests from internal and external sources, helping customer service teams streamline support processes and analyze engagement across communication channels. ### Core Capabilities of Help Desk Software To qualify for inclusion in the Help Desk category, a product must: - Organize external customer inquiries into tickets for support agents - Aggregate inquiries from emails and a customer portal - Assign tickets to support agents for prompt service ### Common Use Cases for Help Desk Software Help desk software is commonly used to: - Manage incoming customer inquiries across email, phone, social media, and portals - Track ticket status and prioritize issues for support teams - Provide customers with self-service options through knowledge bases or portals - Monitor agent performance and customer service metrics - Centralize multi-channel communication for faster resolution ### How Help Desk Software Differs from Other Tools Help desk software focuses on handling customer inquiries and service requests across multiple communication channels, often integrating customer self-service, social customer service, and live chat tools to boost efficiency and support quality. ### Insights from G2 on Help Desk Software Based on category trends on G2, streamlined ticket management, unified communication channels, and analytics that help teams better understand customer needs and improve service performance. ## Top Help Desk Software at a Glance | # | Product | Rating | Best For | What Users Say | |---|---------|--------|----------|----------------| | 1 | [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | 4.4/5.0 (6,963 reviews) | Enterprise case management with AI and CRM context | "[“Daily Use Review of Salesforce Service Cloud in Collections”](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648)" | | 2 | [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) | 4.3/5.0 (6,628 reviews) | Omnichannel customer support and ticket tracking | "[Great Complete CRM](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-4530447)" | | 3 | [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) | 4.4/5.0 (7,449 reviews) | Customizable ticketing for growing support teams | "[Zoho Desk Streamlines Support with Easy AutomationTitle for your review and Omnichannel Ticketing](https://www.g2.com/survey_responses/zoho-desk-review-13029091)" | | 4 | [Freshdesk](https://www.g2.com/products/freshdesk/reviews) | 4.4/5.0 (3,672 reviews) | Easy ticket intake and support workflow tracking | "[A support tool that quietly made our response process less chaotic, smooth, flexible, an](https://www.g2.com/survey_responses/freshdesk-review-12879809)" | | 5 | [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) | 4.4/5.0 (2,818 reviews) | CRM-connected support tickets and customer history | "[Ticket management and centralized support with automations that enhance the experience](https://www.g2.com/survey_responses/hubspot-service-hub-review-12873336)" | | 6 | [Fin](https://www.g2.com/products/fin/reviews) | 4.5/5.0 (3,706 reviews) | AI support deflection from help content | "[Intuitive and Easy to Use—Fin Boosts Productivity Fast](https://www.g2.com/survey_responses/fin-review-12963173)" | | 7 | [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) | 4.4/5.0 (404 reviews) | Cross-team case workflows and service visibility | "[Facilitate Problem Management with Detailed Ticketing](https://www.g2.com/survey_responses/servicenow-customer-service-management-review-13023317)" | | 8 | [Atera](https://www.g2.com/products/atera/reviews) | 4.6/5.0 (1,175 reviews) | IT help desk with remote monitoring and automation | "[Atera: All-in-One IT Management with Strong Integrations, Automation, and ROI](https://www.g2.com/survey_responses/atera-review-12982693)" | | 9 | [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5.0 (1,290 reviews) | — | "[Strong visibility and control, but takes effort to get it right](https://www.g2.com/survey_responses/freshservice-review-12723378)" | | 10 | [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5.0 (961 reviews) | Request portals and IT service workflows | "[Jira Service Management for Efficient Ticket Tracking and Support Workflow](https://www.g2.com/survey_responses/jira-service-management-review-12817846)" | ## How Many Help Desk Software Products Does G2 Track? **Total Products under this Category:** 504 ### Category Stats (Jun 2026) - **Average Rating**: 4.44/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product**: ConnectWise PSA (+1.98%) - Among all products in this category, ConnectWise PSA recorded the largest rating increase compared to last month *Last updated: June 26, 2026* ## How Does G2 Rank Help Desk Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 77,300+ Authentic Reviews - 504+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## Which Help Desk Software Is Best for Your Use Case? - **Leader:** [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - **Highest Performer:** [Gladly](https://www.g2.com/products/gladly/reviews) - **Easiest to Use:** [Gladly](https://www.g2.com/products/gladly/reviews) - **Top Trending:** [Pylon](https://www.g2.com/products/pylon-pylon/reviews) - **Best Free Software:** [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) --- **Sponsored** ### Pylon Pylon is an All-in-one B2B Support Platform for modern B2B businesses. We help hundreds of fast growing companies like Deel, Hightouch, and Merge to scale their customer operations. Pylon helps companies manage their customers in shared Slack or Microsoft Teams channels, email, in-app chat, and Slack communities. Pylon automatically tracks customer issues across all the places you talk to your customer, giving a unified place to view, respond to, run workflows, and collect analytics on customer requests. Create views, custom fields, triggers, assignment policies and more. Use AI to auto tag conversations, sync customer Slack conversations to your CRM, send product updates across channels and view engagement. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=paid_promo&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=58&secure%5Bmedium%5D=sponsored&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=1265405&secure%5Bresource_id%5D=58&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fhelp-desk&secure%5Btoken%5D=4372e93d382f748fb39749c90b470292228919b4a4ece6fb0ae3bef8cf37c463&secure%5Burl%5D=https%3A%2F%2Fusepylon.com%2Fpricing&secure%5Burl_type%5D=paid_promos) --- ## Help Desk Software Features & Capabilities ### What are the Best Help Desk Software with Social Integration? Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks **Top-rated Help Desk Software for Social Integration:** - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) [Explore Help Desk Software with Social Integration](https://www.g2.com/categories/help-desk/f/social-integration) ### What are the Best Help Desk Software with Ticket Collaboration? Share and collaborate on tickets with multiple customer service representatives **Top-rated Help Desk Software for Ticket Collaboration:** - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) [Explore Help Desk Software with Ticket Collaboration](https://www.g2.com/categories/help-desk/f/ticket-collaboration) ### What are the Best Help Desk Software with Mobile User Support? Allows software to be easily used on multiple mobile devices include phone and tablet devices. **Top-rated Help Desk Software for Mobile User Support:** - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) [Explore Help Desk Software with Mobile User Support](https://www.g2.com/categories/help-desk/f/mobile-user-support) ### What are the Best Help Desk Software with Attachments/Screencasts? Documents and files can be attached to the ticket to communicate with customer issues/resolutions **Top-rated Help Desk Software for Attachments/Screencasts:** - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) [Explore Help Desk Software with Attachments/Screencasts](https://www.g2.com/categories/help-desk/f/attachments-screencasts) ### What are the Best Help Desk Software with Chat/Live Support? Ability for customer service agents to communicate with customers via live chat to solve problems live **Top-rated Help Desk Software for Chat/Live Support:** - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) [Explore Help Desk Software with Chat/Live Support](https://www.g2.com/categories/help-desk/f/chat-live-support) ## What Are the Top-Rated Help Desk Software Products in 2026? ### 1. [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity. It comes in three editions and is available in 29 different languages. Over 100,000 organizations and 750,000 technicians, across 185 countries, trust ServiceDesk Plus to optimize IT service desk performance. It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction. Furthermore, the Standard Edition is FREE forever for both the on-premise and on-demand models upto 5 technicians! Don't take our word for it. Try the 30-day free trial and watch ServiceDesk Plus simplify your IT operations. https://www.manageengine.com/products/service-desk/download.html Features ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below. Incident management: Gain control of your help desk With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident! Problem management: Go beyond firefighting Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem. Change management: Manage changes with precision Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes. Asset management: Track and manage assets with ease Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance. IT project management: Deliver IT projects on time You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success! Purchases and contracts management: Track IT purchases and contracts Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry. Self service portal: Deflect tickets from your service desk Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets. Service catalog: Showcase your IT services Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request. CMDB: Get the bigger picture ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making. Service level agreement: Ensure timely service delivery Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met. Reports: Derive decisions with the right data Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance! Extensions and integrations: Collaborate easily with other IT systems Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT! **Average Rating:** 4.2/5.0 **Total Reviews:** 242 **How Do G2 Users Rate ManageEngine ServiceDesk Plus?** - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.0/10) - **Workflow:** 8.7/10 (Category avg: 8.7/10) - **Customization :** 7.9/10 (Category avg: 8.4/10) - **Customer Portal:** 8.4/10 (Category avg: 8.6/10) **Who Is the Company Behind ManageEngine ServiceDesk Plus?** - **Seller:** [Zoho](https://www.g2.com/sellers/zoho-b00ca9d5-bca8-41b5-a8ad-275480841704) - **Year Founded:** 1996 - **HQ Location:** Austin, TX - **Twitter:** @Zoho (137,880 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/38373/ (30,766 employees on LinkedIn®) - **Phone:** +1 (888) 900-9646 **Who Uses This Product?** - **Who Uses This:** System Administrator, IT Manager - **Top Industries:** Information Technology and Services, Financial Services - **Company Size:** 59% Mid-Market, 31% Enterprise #### What Are ManageEngine ServiceDesk Plus's Pros and Cons? **Pros:** - Ease of Use (9 reviews) - Features (8 reviews) - User Interface (7 reviews) - Asset Management (6 reviews) - Customer Support (6 reviews) **Cons:** - Complexity (4 reviews) - Complex Setup (4 reviews) - Learning Curve (4 reviews) - Steep Learning Curve (4 reviews) - Limited Features (3 reviews) ### What Do G2 Reviewers Say About ManageEngine ServiceDesk Plus? *AI-generated summary from verified user reviews* **Pros:** - Users highlight the **ease of use** of ServiceDesk Plus, praising its intuitive interface and efficient features. - Users appreciate the **robust integration and diverse features** of ServiceDesk Plus, enhancing their daily workflow and support. - Users appreciate the **user-friendly interface** of ServiceDesk Plus, making it easy for both new users and administrators. - Users appreciate the **comprehensive asset management** features of ServiceDesk Plus, enhancing their overall helpdesk experience. - Users praise the **fantastic customer support** of ManageEngine ServiceDesk Plus, enhancing their overall experience with the platform. **Cons:** - Users find the **initial setup and customization complexity** of ManageEngine ServiceDesk Plus time-consuming and challenging. - Users find the **complex setup** of ManageEngine ServiceDesk Plus to be time-consuming and challenging, especially for advanced features. - Users find the **learning curve steep** due to time-consuming setups and the need for extensive training on features. - Users find the **steep learning curve** of ManageEngine ServiceDesk Plus challenging due to complex setup and configurations. - Users find the **limited features** of ManageEngine ServiceDesk Plus hinder their ability to manage multiple tickets effectively. #### What Are Recent G2 Reviews of ManageEngine ServiceDesk Plus? **"[A feature rich tool for IT management.](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-9456796)"** **Rating:** 4.5/5.0 stars *— Pawan K.* [Read full review](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-9456796) --- **"[Highly Customizable ITSM with Room for Agile Improvements](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-12584691)"** **Rating:** 4.5/5.0 stars *— Melih .* [Read full review](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-12584691) --- #### What Are G2 Users Discussing About ManageEngine ServiceDesk Plus? - [What is ManageEngine ServiceDesk Plus used for?](https://www.g2.com/discussions/what-is-manageengine-servicedesk-plus-used-for) - 1 comment, 1 upvote - [What is ServiceDesk profile?](https://www.g2.com/discussions/what-is-servicedesk-profile) - 1 upvote - [How much does ManageEngine cost?](https://www.g2.com/discussions/how-much-does-manageengine-cost) - [What is ManageEngine software?](https://www.g2.com/discussions/what-is-manageengine-software) - [What is ManageEngine ServiceDesk plus?](https://www.g2.com/discussions/what-is-manageengine-servicedesk-plus) ### 2. [Crisp](https://www.g2.com/products/crisp/reviews) Crisp is the ultimate all-in-one AI-powered multichannel customer support platform that helps businesses connect instantly with their customers or leads waiting for support. With its quickly evolving set of tools, Crisp is leading companies through the AI-driven revolution by using conversations to unlock hypergrowth. Customers use Crisp to provide a modern customer lifecycle experience for potential customers, generate more qualified leads, automate customer help, and improve customer satisfaction score, transforming customer support into a new revenue channel. Get started for free today and join 700 000 businesses using Crisp at crisp.chat With an easy UX, companies can leverage a modern customer support platform. Crisp is your one-stop for managing your multichannel customer support strategy. While using Crisp, you'll access the following: - Multichannel shared inbox to centralize all inbound messages coming from Emails, WhatsApp Business, Instagram, phone calls, and more. - Website AI chat widget to support customers from your website - AI features for customer support teams to unlock incredible productivity gains - AI Chatbot software for customer service trained upon many different sources to automatically resolve tickets and drain support queue - Knowledge base software to make your customers more autonomous, increase search engine visibility and drive better answer for your AI-powered messages. - Native Mobile Chat support SDKs for Android, React Native & iOS to embed native support chat experiences right in your mobile apps. - Support CRM software to get to get to know who you're dealing with - Customer support analytics software to measure customer support ROI, build custom dashboards and track customer support teams' CSAT. - Live Translate (Talk like a native in your customers' language) - MagicType (See what your customers are typing in real-time) - Screen Sharing (With no additional plugin needed) - Multiple integrations (Slack, Stripe, Linear, WordPress, Shopify, WooCommerce, Adobe Commerce, Zapier, n8n, Make, Hubspot, Salesforce, Jira, Trello, ...) **Average Rating:** 4.5/5.0 **Total Reviews:** 197 **How Do G2 Users Rate Crisp?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.0/10) - **Workflow:** 8.6/10 (Category avg: 8.7/10) - **Customization :** 8.3/10 (Category avg: 8.4/10) - **Customer Portal:** 9.1/10 (Category avg: 8.6/10) **Who Is the Company Behind Crisp?** - **Seller:** [Crisp IM SARL](https://www.g2.com/sellers/crisp-im-sarl) - **Year Founded:** 2015 - **HQ Location:** Nantes, FR - **LinkedIn® Page:** https://www.linkedin.com/company/crisp-im/ (20 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** CEO, Founder - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 85% Small-Business, 12% Mid-Market #### What Are Crisp's Pros and Cons? **Pros:** - Customer Support (30 reviews) - Features (28 reviews) - Helpful (28 reviews) - Ease of Use (21 reviews) - Intuitive (17 reviews) **Cons:** - Missing Features (10 reviews) - Limited Features (7 reviews) - Lack of Features (5 reviews) - Expensive (4 reviews) - Learning Curve (4 reviews) ### What Do G2 Reviewers Say About Crisp? *AI-generated summary from verified user reviews* **Pros:** - Users praise the **exceptional customer support** of Crisp, enhancing their experience and ensuring effective communication with clients. - Users love Crisp for its **user-friendly features** , including advanced segmentation and AI tools that enhance customer support. - Users value the **exceptional support and advanced features** of Crisp, which enhance customer interactions and streamline business processes. - Users love the **user-friendly interface** of Crisp, making it effortless to navigate and utilize effectively. - Users find Crisp to be **intuitive** , enjoying its user-friendly interface that simplifies managing conversations effectively. **Cons:** - Users find the **missing features** in Crisp, such as robust notifications and customizable article management options, limiting their experience. - Users find Crisp lacking in **limited features** , particularly for article editing and advanced analytics options. - Users express dissatisfaction with Crisp's **lack of essential features** , complicating tasks and hindering user experience. - Users find Crisp **expensive** as essential features are locked behind higher-tier plans, impacting small business accessibility. - Users find the **learning curve challenging** , as understanding the logic and workflows takes time and effort. #### What Are Recent G2 Reviews of Crisp? **"[Perfect Solution for Diverse App Branding and Support](https://www.g2.com/survey_responses/crisp-review-12844712)"** **Rating:** 5.0/5.0 stars *— Ketul P.* [Read full review](https://www.g2.com/survey_responses/crisp-review-12844712) --- **"[Best live chat + shared inbox tool we’ve used for customer support](https://www.g2.com/survey_responses/crisp-review-12346150)"** **Rating:** 5.0/5.0 stars *— Cristoffer P.* [Read full review](https://www.g2.com/survey_responses/crisp-review-12346150) --- #### What Are G2 Users Discussing About Crisp? - [What does Crisp do?](https://www.g2.com/discussions/what-does-crisp-do) - 1 upvote - [What is crisp chat?](https://www.g2.com/discussions/what-is-crisp-chat) - 1 comment - [Is crisp chat free?](https://www.g2.com/discussions/is-crisp-chat-free) - 2 comments - [What is crisp software?](https://www.g2.com/discussions/what-is-crisp-software) ### 3. [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews) HappyFox Help Desk is a comprehensive support and ticket management platform that consolidates customer and internal queries from multiple channels, including email, chat, and web portals. With a user-friendly interface, robust automation, and advanced reporting capabilities, it enhances response times and customer satisfaction. Trusted by over 12,000 companies in 70+ countries, HappyFox serves diverse industries such as education, IT, media, e-commerce, retail, manufacturing, non-profit, and government, ensuring seamless support operations across various sectors. HappyFox Help Desk is designed to deliver seamless support through omnichannel ticketing, which consolidates customer interactions into a single, unified interface. It offers efficient ticket management with customizable statuses and queues, enhanced team collaboration with private notes and task management, and powerful automation tools to streamline routine tasks. These features make it ideal for businesses of all sizes, as well as internal teams such as Facilities, IT, and HR, ensuring a productive and organized help desk environment. Enterprises choose HappyFox for its tailored solutions and comprehensive tech stack, which includes smart automation, SLA management, real-time reporting, and a robust knowledge base. Our consultative approach ensures customized solutions that fit unique requirements, supported by a dedicated expert team for rapid issue resolution. HappyFox's extensive knowledge base and seamless integrations with enterprise tools enable effortless implementation and scalability, making it the preferred choice for enterprises looking to enhance their support operations and achieve higher efficiency and customer satisfaction. **Average Rating:** 4.5/5.0 **Total Reviews:** 137 **How Do G2 Users Rate HappyFox Help Desk?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.0/10) - **Workflow:** 8.8/10 (Category avg: 8.7/10) - **Customization :** 8.3/10 (Category avg: 8.4/10) - **Customer Portal:** 8.9/10 (Category avg: 8.6/10) **Who Is the Company Behind HappyFox Help Desk?** - **Seller:** [HappyFox Inc.](https://www.g2.com/sellers/happyfox-inc) - **Year Founded:** 2011 - **HQ Location:** Irvine, California - **LinkedIn® Page:** https://www.linkedin.com/company/3190470/ (146 employees on LinkedIn®) - **Phone:** +1 (949) 535-2220 **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 42% Mid-Market, 39% Small-Business #### What Are HappyFox Help Desk's Pros and Cons? **Pros:** - Ease of Use (7 reviews) - Customer Support (5 reviews) - Automation (3 reviews) - Easy Setup (3 reviews) - Efficiency (3 reviews) **Cons:** - Call Functionality (1 reviews) - Complex Usability (1 reviews) - Email Communication Issues (1 reviews) - Email Management Issues (1 reviews) - Expensive (1 reviews) ### What Do G2 Reviewers Say About HappyFox Help Desk? *AI-generated summary from verified user reviews* **Pros:** - Users find the **ease of use** of HappyFox Help Desk enhances productivity and customer service efficiency. - Users praise the **excellent customer support** during challenging situations, ensuring a smooth experience with HappyFox Help Desk. - Users love the **automation features** of HappyFox Help Desk, enhancing ticket management and efficiency significantly. - Users commend the **easy setup** of HappyFox Help Desk, appreciating its intuitive interface and quick onboarding process. - Users highlight the **efficiency** of HappyFox Help Desk, streamlining workflows and improving productivity for teams and clients alike. **Cons:** - Users experience **freezing issues** with call functionality, causing difficulty in CC'ing others and viewing shared tickets. - Users find the **complex usability** of HappyFox Help Desk frustrating compared to their previous GSuite Help Desk experience. - Users wish for more **flexibility in features** and a lower price to accommodate more users effectively. - Users face **email management issues** due to unclear notifications and limited customization impacting ticket assignment. - Users feel the **pricing is high** , limiting accessibility and flexibility for larger teams with budget constraints. #### What Are Recent G2 Reviews of HappyFox Help Desk? **"[Excellent tool for managing insurance queries, keeping a check on timeline and responding quickly.](https://www.g2.com/survey_responses/happyfox-help-desk-review-11735735)"** **Rating:** 5.0/5.0 stars *— Verified User in Hospital & Health Care* [Read full review](https://www.g2.com/survey_responses/happyfox-help-desk-review-11735735) --- **"[Simple and effective customer support](https://www.g2.com/survey_responses/happyfox-help-desk-review-11461071)"** **Rating:** 4.5/5.0 stars *— Jorge R.* [Read full review](https://www.g2.com/survey_responses/happyfox-help-desk-review-11461071) --- #### What Are G2 Users Discussing About HappyFox Help Desk? - [What is HappyFox Help Desk used for?](https://www.g2.com/discussions/what-is-happyfox-help-desk-used-for) - [How much does HappyFox cost?](https://www.g2.com/discussions/how-much-does-happyfox-cost) - [What is a help desk ticket?](https://www.g2.com/discussions/what-is-a-help-desk-ticket) - [What is the basic function of a help desk?](https://www.g2.com/discussions/what-is-the-basic-function-of-a-help-desk) - [What is HappyFox?](https://www.g2.com/discussions/what-is-happyfox) ### 4. [Creatio](https://www.g2.com/products/creatio/reviews) Creatio is an AI CRM and workflow platform where people and AI agents work together -with no limits on users, agents, or scale. Creatio helps midsize and large organizations run customer workflows in the AI era. This innovative platform enables organizations to create and manage workflows effortlessly, allowing users to focus on their core business activities while automating routine tasks. With millions of workflows operating daily, Creatio supports a diverse clientele across 100 countries, emphasizing a commitment to genuine care for its clients and partners. The platform is particularly beneficial for businesses seeking to enhance their operational efficiency without requiring extensive technical expertise. Its target audience includes small to large enterprises across various industries, particularly those looking to leverage technology to improve customer engagement and internal processes. Creatio's offerings cater to a wide range of use cases, from marketing automation and sales management to customer service optimization, making it a versatile solution for businesses aiming to adapt to the evolving market landscape. Key features of Creatio include the Creatio Studio, a no-code platform that allows users to build custom applications and AI agents using intuitive visual designers and natural language processing. This empowers users to create tailored solutions that meet their specific business needs without relying on traditional coding methods. Additionally, the CRM suite integrates embedded AI agents across Creatio Marketing, Sales, and Service, enhancing user experience and providing actionable insights to drive decision-making. Creatio also offers a specialized Financial Services CRM platform and industry-specific workflows across 19 verticals, ensuring that businesses can find solutions that resonate with their unique operational requirements. The availability of a marketplace with various add-ons further extends the platform's capabilities, allowing organizations to customize their experience and enhance functionality as needed. Recognized as a Leader and Strong Performer in prestigious Gartner and Forrester reports, Creatio stands out in its category by combining user-friendly design with powerful automation and AI-driven insights, making it an attractive option for businesses aiming to elevate their customer relationship management efforts. With its headquarters in Boston, MA, and a global presence of 850 employees across ten offices in 25 countries, Creatio has established long-lasting relationships with thousands of customers and over 500 partners worldwide. This extensive network underscores the platform's reliability and commitment to delivering value to its users, positioning Creatio as a trusted partner in the realm of AI agents, CRM, and workflow automation. **Average Rating:** 4.6/5.0 **Total Reviews:** 314 **How Do G2 Users Rate Creatio?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.0/10) - **Workflow:** 10.0/10 (Category avg: 8.7/10) - **Customization :** 8.8/10 (Category avg: 8.4/10) - **Customer Portal:** 9.2/10 (Category avg: 8.6/10) **Who Is the Company Behind Creatio?** - **Seller:** [Creatio](https://www.g2.com/sellers/creatio) - **Company Website:** https://www.creatio.com - **Year Founded:** 2014 - **HQ Location:** Boston, Massachusetts - **Twitter:** @Creatio_Global (3,977 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/creatioglobal/ (1,150 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** CEO - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 43% Small-Business, 42% Mid-Market #### What Are Creatio's Pros and Cons? **Pros:** - Ease of Use (32 reviews) - Efficiency (21 reviews) - Customizability (19 reviews) - Customization (19 reviews) - Customization Options (17 reviews) **Cons:** - Learning Curve (10 reviews) - Missing Features (10 reviews) - Limited Features (8 reviews) - Limited Customization (6 reviews) - Limited Options (5 reviews) ### What Do G2 Reviewers Say About Creatio? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Creatio, benefiting from its intuitive UI and supportive team. - Users find Creatio to greatly enhance **efficiency** , providing agile solutions and excellent support tailored to needs. - Users value the **extensive customizability** of Creatio, enabling tailored solutions without technical expertise. - Users value the **unlimited customization options** in Creatio, enhancing adaptability for various specific needs and workflows. - Users appreciate the **flexible customization options** of Creatio, allowing tailored solutions even without technical expertise. **Cons:** - Users note a **learning curve** with Creatio, requiring initial training but manageable with available resources. - Users find the **limited features** for contact uploads and app selection hamper efficient data management in Creatio. - Users find the **limited app selection** in Creatio Marketplace restricts options, impacting overall usability and customization. - Users find **limited customization** frustrating, as outdated documentation and button placement hinder their development experience. - Users identify a **limited selection of options** in Creatio Marketplace, affecting their overall productivity and flexibility. #### What Are Recent G2 Reviews of Creatio? **"[Empowers Customer Focus with Flexible, Bank-Ready Workflows](https://www.g2.com/survey_responses/creatio-review-12953782)"** **Rating:** 4.5/5.0 stars *— Tanner W.* [Read full review](https://www.g2.com/survey_responses/creatio-review-12953782) --- **"[Quick Setup, No-Code Magic, But ALM Needs Improvement](https://www.g2.com/survey_responses/creatio-review-12953072)"** **Rating:** 5.0/5.0 stars *— Jarema P.* [Read full review](https://www.g2.com/survey_responses/creatio-review-12953072) --- #### What Are G2 Users Discussing About Creatio? - [What is Creatio used for?](https://www.g2.com/discussions/what-is-creatio-used-for) - 1 comment ### 5. [Odoo Help Desk](https://www.g2.com/products/odoo-help-desk/reviews) Agile Helpdesk for great customer service. **Average Rating:** 4.0/5.0 **Total Reviews:** 11 **How Do G2 Users Rate Odoo Help Desk?** - **Has the product been a good partner in doing business?:** 7.7/10 (Category avg: 9.0/10) - **Workflow:** 6.9/10 (Category avg: 8.7/10) - **Customization :** 6.0/10 (Category avg: 8.4/10) - **Customer Portal:** 8.1/10 (Category avg: 8.6/10) **Who Is the Company Behind Odoo Help Desk?** - **Seller:** [Odoo](https://www.g2.com/sellers/odoo) - **Year Founded:** 2005 - **HQ Location:** Brussels, Belgium - **Twitter:** @Odoo (55,391 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/633558/ (8,467 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 82% Small-Business, 18% Mid-Market #### What Are Odoo Help Desk's Pros and Cons? **Pros:** - Integrations (2 reviews) - Ease of Use (1 reviews) - Easy Integrations (1 reviews) - Easy Setup (1 reviews) - Simple Use (1 reviews) **Cons:** - Limited Customization (2 reviews) - Limited Features (1 reviews) - Limited Integrations (1 reviews) - Poor Customer Support (1 reviews) - Poor Performance (1 reviews) ### What Do G2 Reviewers Say About Odoo Help Desk? *AI-generated summary from verified user reviews* **Pros:** - Users find Odoo Help Desk's **integration options** excellent, enhancing usability with other Odoo modules for convenience. - Users appreciate the **ease of use** of Odoo Help Desk, especially its simple ticketing system and seamless integrations. - Users appreciate the **easy integrations** of Odoo Help Desk, enjoying seamless connectivity with other tools. - Users appreciate the **easy setup** of Odoo Help Desk, allowing quick account creation and a clean user interface. - Users appreciate the **simple use** of Odoo Help Desk, especially its effortless integration and straightforward ticketing system. **Cons:** - Users criticize the **limited customization options** of Odoo Help Desk, finding it inadequate for diverse needs. - Users find the **limited features** of Odoo Help Desk restrict their customization and overall effectiveness. - Users feel that **limited integrations** hinder the overall functionality and flexibility of Odoo Help Desk. - Users are disappointed by the **poor customer support** , which hinders their ability to resolve issues effectively. - Users experience **poor performance** during peak times with Odoo Help Desk, especially when managing a high volume of tickets. #### What Are Recent G2 Reviews of Odoo Help Desk? **"[Providing Customer Support Just Got Easier](https://www.g2.com/survey_responses/odoo-help-desk-review-10506106)"** **Rating:** 4.5/5.0 stars *— Aninda S.* [Read full review](https://www.g2.com/survey_responses/odoo-help-desk-review-10506106) --- **"[Best customer support with odoo help desk](https://www.g2.com/survey_responses/odoo-help-desk-review-10583605)"** **Rating:** 5.0/5.0 stars *— Mansi K.* [Read full review](https://www.g2.com/survey_responses/odoo-help-desk-review-10583605) --- #### What Are G2 Users Discussing About Odoo Help Desk? - [What is Odoo Help Desk used for?](https://www.g2.com/discussions/what-is-odoo-help-desk-used-for) ### 6. [Helpshift](https://www.g2.com/products/helpshift/reviews) Helpshift is an AI-Native Customer Support and Engagement Platform designed to maximize Customer Lifetime Value (LTV) by facilitating meaningful interactions between brands and their customers. This solution integrates three foundational pillars: advanced technology that enhances the customer experience, AI that scales engagement efforts, and expert human services that deliver strategic value. Together, these elements create a comprehensive customer engagement framework that is both efficient and empathetic, applicable to digital-first businesses operating across mobile, web, and in-app environments. Targeted at customer experience leaders, support operations teams, product managers, and community directors, Helpshift caters to organizations seeking to optimize customer interactions and drive measurable business outcomes. The platform is particularly beneficial for teams looking to streamline support processes, enhance customer engagement, reduce churn, and maintain brand safety across digital touchpoints. With Helpshift, brands can effectively manage customer conversations and turn them into actionable insights that contribute to retention and growth. The platform's versatility allows it to address a range of use cases, from automated customer service and proactive engagement to community management and trust and safety operations. Helpshift offers four essential solutions: Support, Engagement, Trust and Safety, and Community. The Support solution delivers efficient AI-powered customer service through Care AI for instant resolution, Language AI for native multilingual support across 75+ languages, and AI Copilot for agent productivity, augmented by elite human specialists with 24/7 global coverage. The Engagement solution enables brands to create proactive experiences with Engage AI, which predicts churn risk and identifies upsell opportunities, supported by dedicated VIP Account Managers who deliver concierge service. The Trust and Safety solution combines best-in-class partner technology for automated moderation, age verification, and toxicity-detection filters with Guard AI for monitoring and quality assurance of AI- and human-agent conversations, plus expert moderators and threat analysts for nuanced content review and complex escalations. The Community solution uses Community AI to analyze sentiment trends across social platforms and pairs that intelligence with expert community managers who shape culture and engage directly with audiences. The platform's key features include a native SDK that embeds directly into mobile, web, and PC applications for seamless customer interactions without disrupting the user experience. Unified Orchestration connects in-app, web, and social touchpoints with shared context, while Real-Time Intelligence surfaces behavior insights that drive decisions. Enterprise-Grade Security includes SOC2, GDPR, HIPAA, and COPPA, among other certifications. By bridging the gap between operational efficiency and empathetic engagement, Helpshift empowers organizations to reduce operational costs, increase customer satisfaction, protect brand reputation, and foster stronger community health. **Average Rating:** 4.3/5.0 **Total Reviews:** 338 **How Do G2 Users Rate Helpshift?** - **Has the product been a good partner in doing business?:** 8.5/10 (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 Helpshift?** - **Seller:** [Keywords Studios](https://www.g2.com/sellers/keywords-studios) - **Company Website:** https://www.keywordsstudios.com - **Year Founded:** 1998 - **HQ Location:** Dublin, County Dublin, Ireland - **Twitter:** @KeywordsStudios (5,057 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/keywordsstudios (11,564 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Customer Service Representative, Customer Support - **Top Industries:** Computer Games, Entertainment - **Company Size:** 62% Mid-Market, 22% Small-Business #### What Are Helpshift's Pros and Cons? **Pros:** - Ease of Use (3 reviews) - Features (3 reviews) - Case Management (2 reviews) - Efficiency (2 reviews) - Navigation Ease (2 reviews) **Cons:** - Connection Issues (2 reviews) - Software Unresponsiveness (2 reviews) - Difficult Navigation (1 reviews) - Downtime (1 reviews) - Lack of Detail (1 reviews) ### What Do G2 Reviewers Say About Helpshift? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Helpshift, which simplifies ticket management and enhances customer support efficiency. - Users appreciate the **easy-to-use ticket management system** of Helpshift, enhancing efficiency and customer support experience. - Users value the **efficient case management system** of Helpshift, enhancing organization and speeding up customer support resolution. - Users value the **efficiency of Helpshift** , benefiting from streamlined ticket management and quick resolution times. - Users appreciate the **navigation ease** of Helpshift, making ticket tracking and customer support seamless. **Cons:** - Users experience frequent **connection issues** , leading to unresponsiveness and frustrating delays during use. - Users experience **software unresponsiveness** , facing connection and loading issues that disrupt their overall experience. - Users find the absence of a mobile app and **difficult navigation** hinder their user experience significantly. - Users frequently experience **downtime** with Helpshift, facing connection issues that disrupt their workflow. - Users find the **lack of detail** in reporting features hinders effective tracking of performance and satisfaction trends. #### What Are Recent G2 Reviews of Helpshift? **"[Helpshift helps in Revolutionizing Customer Service Experience](https://www.g2.com/survey_responses/helpshift-review-8195564)"** **Rating:** 4.5/5.0 stars *— SHIVAM A.* [Read full review](https://www.g2.com/survey_responses/helpshift-review-8195564) --- **"[Helpshift Review](https://www.g2.com/survey_responses/helpshift-review-10747632)"** **Rating:** 5.0/5.0 stars *— Nico C.* [Read full review](https://www.g2.com/survey_responses/helpshift-review-10747632) --- #### What Are G2 Users Discussing About Helpshift? - [What is Helpshift used for?](https://www.g2.com/discussions/what-is-helpshift-used-for) ### 7. [ConvergeHub](https://www.g2.com/products/convergehub/reviews) ConvergeHub is the all-in-one CRM built to accelerate revenue from pipeline to paycheck. Designed for businesses of all sizes—from small startups to enterprise-grade organizations—it unifies Sales, Marketing, Support, and Billing into one powerful platform. Your teams can attract leads, close deals, support customers, and get paid faster—all from a single, streamlined workspace. With robust automation, deep customization, and a 360° customer view, ConvergeHub helps you manage every stage of the customer lifecycle and drive scalable growth without switching tools. Highlights: 360° customer view with omnichannel touchpoints Built-in campaigns, quotes, invoices, and support cases Custom dashboards, automation, and reporting tools Integrates with QuickBooks, DocuSign, RingCentral, Office365, Zapier, and more **Average Rating:** 4.8/5.0 **Total Reviews:** 36 **How Do G2 Users Rate ConvergeHub?** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.0/10) - **Workflow:** 9.0/10 (Category avg: 8.7/10) - **Customization :** 9.4/10 (Category avg: 8.4/10) - **Customer Portal:** 8.8/10 (Category avg: 8.6/10) **Who Is the Company Behind ConvergeHub?** - **Seller:** [ConvergeHub](https://www.g2.com/sellers/convergehub) - **Year Founded:** 2016 - **HQ Location:** San Francisco Bay Area, California - **Twitter:** @convergehub (1,799 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/convergehub/ (11 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Marketing and Advertising - **Company Size:** 97% Small-Business #### What Are Recent G2 Reviews of ConvergeHub? **"[Awesome CRM-Software with outstanding support!](https://www.g2.com/survey_responses/convergehub-review-9302524)"** **Rating:** 5.0/5.0 stars *— André P.* [Read full review](https://www.g2.com/survey_responses/convergehub-review-9302524) --- **"[ConvergeHub Streamlines CRM, Sales, Marketing, Support, and Billing in One Platform](https://www.g2.com/survey_responses/convergehub-review-12938035)"** **Rating:** 5.0/5.0 stars *— Hector Francisco A.* [Read full review](https://www.g2.com/survey_responses/convergehub-review-12938035) --- #### What Are G2 Users Discussing About ConvergeHub? - [What is ConvergeHub used for?](https://www.g2.com/discussions/what-is-convergehub-used-for) ### 8. [Worknet](https://www.g2.com/products/worknet-ai-inc-worknet/reviews) Worknet is an in-app AI agents powered customer journey engine that gives every user their own dedicated agent—working proactively to drive inbound leads to trial conversion, retention, and expansion. It engages users in real time, resolves issues instantly when possible, and brings in the right teammate when human help is needed—whether from Customer Success, Support, Sales, or Product. Worknet doesn’t wait for users to ask for help. It identifies intent, uncovers friction, and initiates conversations at key moments—ensuring customers move forward and never feel stuck. Key capabilities: - Proactive engagement based on behavior, usage, and intent - Instant resolution through AI-powered actions and knowledge - Smart collaboration with your internal teams via Slack, Teams, or CRM - Personalized journeys that scale across trials, onboarding, and accounts - Continuous learning from every interaction With Worknet, you’re not just automating support—you’re accelerating every part of the customer journey. Worknet is utilized by industry leaders, including Monday.com, Palo Alto Networks, 8x8, EQT and Certinia. **Average Rating:** 4.8/5.0 **Total Reviews:** 22 **How Do G2 Users Rate Worknet?** - **Has the product been a good partner in doing business?:** 9.9/10 (Category avg: 9.0/10) - **Workflow:** 9.4/10 (Category avg: 8.7/10) - **Customization :** 9.4/10 (Category avg: 8.4/10) - **Customer Portal:** 9.6/10 (Category avg: 8.6/10) **Who Is the Company Behind Worknet?** - **Seller:** [Worknet.ai](https://www.g2.com/sellers/worknet-ai) - **Year Founded:** 2021 - **HQ Location:** Seattle, WA - **LinkedIn® Page:** https://www.linkedin.com/company/worknetai/ (40 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Computer Software - **Company Size:** 41% Mid-Market, 18% Enterprise #### What Are Worknet's Pros and Cons? **Pros:** - Ease of Use (7 reviews) - Easy Integrations (5 reviews) - Efficiency (5 reviews) - Features (5 reviews) - Integrations (5 reviews) **Cons:** - Limited Customization (2 reviews) - Limited Features (2 reviews) - Missing Features (2 reviews) - AI Limitations (1 reviews) - Challenging Reporting (1 reviews) ### What Do G2 Reviewers Say About Worknet? *AI-generated summary from verified user reviews* **Pros:** - Users love the **ease of use** of Worknet, appreciating its seamless integration and straightforward setup process. - Users highly value the **easy integrations** of Worknet with Salesforce, enhancing efficiency and streamlining operations effortlessly. - Users value the **efficiency** of Worknet in improving end-user experience and streamlining support processes effortlessly. - Users appreciate the **seamless integration** of Worknet with Salesforce, enhancing efficiency and improving service quality remarkably. - Users value the **ease of integration** with Worknet, enhancing systems and improving overall operational efficiency. **Cons:** - Users express the need for more **customization options** in Worknet's features and reporting functionality. - Users find the **limited features** of Worknet hinder effective content automation and customization options. - Users are frustrated by the **missing features** , particularly in automation and customization, hindering their overall experience. - Users note that **AI limitations** in Worknet lead to occasionally irrelevant suggestions and inaccurate sentiment analysis. - Users find the **reporting functionality challenging** , wishing for more customization options to enhance their experience. #### What Are Recent G2 Reviews of Worknet? **"[Effortless Setup with Impressive Help Center Optimization](https://www.g2.com/survey_responses/worknet-review-11954462)"** **Rating:** 4.5/5.0 stars *— Lisi G.* [Read full review](https://www.g2.com/survey_responses/worknet-review-11954462) --- **"[Easy-to-use Agent Assist Tool with Seamless Salesforce Integration](https://www.g2.com/survey_responses/worknet-review-11930351)"** **Rating:** 5.0/5.0 stars *— Cooper T.* [Read full review](https://www.g2.com/survey_responses/worknet-review-11930351) --- ### 9. [One to One Plus](https://www.g2.com/products/one-to-one-plus/reviews) One to One Plus is an all-in-one asset management and help desk platform built to meet the specific needs of schools. Designed with technology teams in mind, the software simplifies the way schools track devices, manage repairs, monitor inventory, and support students and staff. By combining asset management, help desk, and powerful integrations with SIS, MDM, SSO, and other systems, One to One Plus gives districts everything they need in one place. One to One Plus streamlines processes, reduces costs, and saves valuable time for schools districts of all sizes. **Average Rating:** 4.8/5.0 **Total Reviews:** 30 **How Do G2 Users Rate One to One Plus?** - **Has the product been a good partner in doing business?:** 9.9/10 (Category avg: 9.0/10) - **Workflow:** 8.8/10 (Category avg: 8.7/10) - **Customization :** 8.1/10 (Category avg: 8.4/10) - **Customer Portal:** 9.3/10 (Category avg: 8.6/10) **Who Is the Company Behind One to One Plus?** - **Seller:** [One to One Plus](https://www.g2.com/sellers/one-to-one-plus) - **Company Website:** https://onetooneplus.com/ - **Year Founded:** 2015 - **HQ Location:** Spartanburg, US - **LinkedIn® Page:** https://www.linkedin.com/company/64506302 (17 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Primary/Secondary Education, Education Management - **Company Size:** 47% Mid-Market, 33% Enterprise #### What Are One to One Plus's Pros and Cons? **Pros:** - Ease of Use (19 reviews) - Customer Support (18 reviews) - Asset Management (11 reviews) - Features (11 reviews) - Helpful (10 reviews) **Cons:** - Missing Features (8 reviews) - Limited Features (6 reviews) - Software Bugs (4 reviews) - Update Issues (4 reviews) - Asset Management (3 reviews) ### What Do G2 Reviewers Say About One to One Plus? *AI-generated summary from verified user reviews* **Pros:** - Users commend the **ease of use** of One to One Plus, highlighting its intuitive layout and user-friendly features. - Users praise the **fantastic customer support** of One to One Plus for being prompt and incredibly helpful. - Users value the **efficient asset management** features of One to One Plus, which significantly simplify task organization and reporting. - Users value the **efficiency and seamless integration** of One to One Plus for comprehensive IT management in schools. - Users commend the **outstanding customer service** of One to One Plus, appreciating prompt and helpful responses. **Cons:** - Users express a desire for **missing features** , like better printer integration and flexible data import options. - Users desire **more features** in One to One Plus, particularly for individualized roles and mobile app functionality. - Users report **software bugs** in One to One Plus, causing confusion in inventory management and dashboard functionality issues. - Users experience **update issues** that can disrupt functionality and encounter bugs affecting reporting options significantly. - Users face challenges with **duplicate asset tag management** , leading to confusion and errors in inventory tracking. #### What Are Recent G2 Reviews of One to One Plus? **"[Efficient and User-Friendly, always willing to grow with their customer needs](https://www.g2.com/survey_responses/one-to-one-plus-review-11873935)"** **Rating:** 5.0/5.0 stars *— KAREN A.* [Read full review](https://www.g2.com/survey_responses/one-to-one-plus-review-11873935) --- **"[One to One Plus: Seamless Control, Every Day](https://www.g2.com/survey_responses/one-to-one-plus-review-11939309)"** **Rating:** 4.5/5.0 stars *— Randy R.* [Read full review](https://www.g2.com/survey_responses/one-to-one-plus-review-11939309) --- #### What Are G2 Users Discussing About One to One Plus? - [What is One to One Plus used for?](https://www.g2.com/discussions/what-is-one-to-one-plus-used-for) ### 10. [ThriveDesk](https://www.g2.com/products/thrivedesk/reviews) ThriveDesk is a full featured customer service software for SaaS and eCommerce. Features included Shared Inbox, Live Chat, Chatbot, Knowledge Base and more.. **Average Rating:** 4.8/5.0 **Total Reviews:** 43 **How Do G2 Users Rate ThriveDesk?** - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.0/10) - **Workflow:** 8.5/10 (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 ThriveDesk?** - **Seller:** [ThriveDesk](https://www.g2.com/sellers/thrivedesk) - **Year Founded:** 2024 - **HQ Location:** Dhaka, BD - **Twitter:** @thrivedesk (240 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/thrivedeskhq/ (6 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 98% Small-Business, 26% Mid-Market #### What Are ThriveDesk's Pros and Cons? **Pros:** - Features (11 reviews) - Customer Support (10 reviews) - Ease of Use (9 reviews) - Intuitive (9 reviews) - User Interface (9 reviews) **Cons:** - Limited Customization (6 reviews) - Dashboard Issues (4 reviews) - Poor Reporting (3 reviews) - Integration Issues (2 reviews) - Lack of Integrations (2 reviews) ### What Do G2 Reviewers Say About ThriveDesk? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **intuitive and feature-rich interface** of ThriveDesk, enhancing team collaboration and customer management. - Users value the **reliable customer support** of ThriveDesk, aiding them effectively whenever assistance is needed. - Users appreciate the **ease of use** of ThriveDesk, noting its straightforward setup and intuitive interface. - Users value the **intuitive interface** of ThriveDesk, enjoying its simplicity and streamlined customer support experience. - Users love the **intuitive and clean interface** of ThriveDesk, making it easy for teams to learn and use. **Cons:** - Users feel there is **limited customization** available for dashboard and reporting features in ThriveDesk. - Users desire **more customization options** for dashboards and reporting in ThriveDesk to enhance personalization and flexibility. - Users find the **reporting lacks customization** , wishing for more advanced options to enhance insights and usability. - Users note the **limited third-party integrations** in ThriveDesk, preferring more options for enhanced functionality. - Users feel the **lack of integrations** limits ThriveDesk’s adaptability to unique workflows and industry-specific needs. #### What Are Recent G2 Reviews of ThriveDesk? **"[Structured and Reliable Support Workflow for Client-Focused Teams](https://www.g2.com/survey_responses/thrivedesk-review-12995087)"** **Rating:** 5.0/5.0 stars *— Wendy R.* [Read full review](https://www.g2.com/survey_responses/thrivedesk-review-12995087) --- **"[ThriveDesk Transformed Our Support Operations at Neato; A Game-Changer for eCommerce Teams](https://www.g2.com/survey_responses/thrivedesk-review-13035623)"** **Rating:** 5.0/5.0 stars *— Daniel G.* [Read full review](https://www.g2.com/survey_responses/thrivedesk-review-13035623) --- #### What Are G2 Users Discussing About ThriveDesk? - [What is ThriveDesk used for?](https://www.g2.com/discussions/what-is-thrivedesk-used-for) - 1 comment ### 11. [Desku.io](https://www.g2.com/products/desku-io/reviews) Desku is an AI-powered customer service automation platform designed to enhance support operations for businesses, particularly in the SaaS and e-commerce sectors. It offers a comprehensive suite of tools, including live chat for real-time customer interactions, a help desk for efficient ticket management, and omnichannel support to unify customer communications from multiple platforms. Desku also features a no-code chatbot builder, enabling businesses to automate responses without technical expertise, and a knowledge base that serves as a self-service hub for customers to find answers independently. Its AI chatbots handle routine inquiries, freeing up human agents for complex issues, while the AI Co-Pilot assists support teams with real-time summaries and suggested responses to boost productivity. Integrating seamlessly with e-commerce platforms like Shopify, WooCommerce, Ecwid, and Shopline, Desku is a versatile solution for businesses aiming to automate and enhance customer service. Praised for its ease of use, automation capabilities, and responsive customer support, Desku has helped businesses improve inquiry handling and overall efficiency. For companies seeking to streamline their customer service processes with AI-driven solutions, Desku offers a reliable and effective platform. **Average Rating:** 4.8/5.0 **Total Reviews:** 31 **How Do G2 Users Rate Desku.io?** - **Has the product been a good partner in doing business?:** 9.9/10 (Category avg: 9.0/10) - **Workflow:** 9.9/10 (Category avg: 8.7/10) - **Customization :** 9.8/10 (Category avg: 8.4/10) - **Customer Portal:** 9.7/10 (Category avg: 8.6/10) **Who Is the Company Behind Desku.io?** - **Seller:** [Desku.io](https://www.g2.com/sellers/desku-io) - **Year Founded:** 2022 - **HQ Location:** Dover, US - **Twitter:** @DeskuHQ (52 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/desku-io/ (11 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Computer Software - **Company Size:** 77% Small-Business, 23% Mid-Market #### What Are Desku.io's Pros and Cons? **Pros:** - Automation (6 reviews) - Customer Support (6 reviews) - Ease of Use (5 reviews) - Easy Setup (5 reviews) - Features (5 reviews) **Cons:** - Chat Functionality (2 reviews) - Chat Functionality Issues (2 reviews) - Chat Management (2 reviews) - Adjustment Difficulties (1 reviews) - AI Limitations (1 reviews) ### What Do G2 Reviewers Say About Desku.io? *AI-generated summary from verified user reviews* **Pros:** - Users value the **automation features** of Desku.io, enhancing efficiency and freeing up time for complex tasks. - Users praise **Desku's exceptional customer support** , highlighting its efficiency and cost-effectiveness for handling queries effectively. - Users find Desku.io to be **exceptionally easy to use** , streamlining customer interactions efficiently without complex features. - Users praise the **easy setup** of Desku.io, ensuring a smooth experience for managing customer interactions efficiently. - Users appreciate the **affordable pricing and robust features** of Desku, making customer support efficient and effective. **Cons:** - Users experience **notification issues** with chat functionality, often missing incoming messages when the tab isn't active. - Users experience **chat functionality issues** with inconsistent notifications, affecting timely responses and overall communication flow. - Users experience **inconsistent notifications** on the web interface, which disrupts their chat management experience. - Users experience **adjustment difficulties** due to the lack of detailed FAQs, making it harder to navigate the features. - Users feel the **AI features could be enhanced** for a better overall experience with Desku.io. #### What Are Recent G2 Reviews of Desku.io? **"[Desku helps us automate handling of general incoming enquiries.](https://www.g2.com/survey_responses/desku-io-review-9756331)"** **Rating:** 5.0/5.0 stars *— Tushar C.* [Read full review](https://www.g2.com/survey_responses/desku-io-review-9756331) --- **"[Finally a Support System that just makes sense](https://www.g2.com/survey_responses/desku-io-review-6542366)"** **Rating:** 5.0/5.0 stars *— Steven G.* [Read full review](https://www.g2.com/survey_responses/desku-io-review-6542366) --- #### What Are G2 Users Discussing About Desku.io? - [What is Desku.io used for?](https://www.g2.com/discussions/what-is-desku-io-used-for) - 1 comment ### 12. [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) JustCall is the only AI-powered business communication platform that brings calls, texts, email, and WhatsApp together in one place. It helps customer-facing teams work more efficiently, respond faster, and connect better with prospects and customers. 6,000+ businesses worldwide use JustCall to: - Manage all customer conversations from a single platform - Automate routine tasks and workflows - Get real-time AI insights to improve conversations - Ensure 24/7 coverage with inbound AI Voice Agents (outbound support coming soon) Key features: - Calling: Global phone numbers, inbound/outbound calling, smart routing, auto/predictive/power dialers - Messaging: SMS & MMS, workflows, bots, shared WhatsApp inbox, multi-level IVR, shared email inbox - AI tools: Real-time agent assist, AI coaching, sentiment analysis, call scoring, live monitoring, SMS Copilot, inbound AI Voice Agent - Integrations & collaboration: 100+ CRM integrations, collaborative team workspace **Average Rating:** 4.3/5.0 **Total Reviews:** 2,356 **How Do G2 Users Rate JustCall?** - **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.0/10) - **Workflow:** 7.9/10 (Category avg: 8.7/10) - **Customization :** 7.8/10 (Category avg: 8.4/10) - **Customer Portal:** 7.7/10 (Category avg: 8.6/10) **Who Is the Company Behind JustCall?** - **Seller:** [Saas Labs](https://www.g2.com/sellers/saas-labs) - **Company Website:** https://www.saaslabs.co/ - **Year Founded:** 2016 - **HQ Location:** Palo Alto, California - **Twitter:** @saas_labs (319 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/10436435/ (425 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** CEO, Account Executive - **Top Industries:** Computer Software, Financial Services - **Company Size:** 59% Small-Business, 31% Mid-Market #### What Are JustCall's Pros and Cons? **Pros:** - Ease of Use (286 reviews) - Features (207 reviews) - Helpful (193 reviews) - Customer Support (161 reviews) - Call Management (154 reviews) **Cons:** - Call Issues (154 reviews) - Call Functionality (99 reviews) - Connection Issues (78 reviews) - Missing Features (77 reviews) - Poor Call Quality (66 reviews) ### What Do G2 Reviewers Say About JustCall? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of JustCall, enjoying a straightforward setup and an intuitive interface for communications. - Users appreciate the **seamless integration** of calling, SMS, and CRM in JustCall, enhancing organization and efficiency. - Users appreciate JustCall for its **simplicity in business communication** , making calls and messages efficient and organized. - Users commend the **excellent customer support** of JustCall, noting its responsiveness and efficiency in resolving issues swiftly. - Users love the **quick call management** of JustCall, appreciating its seamless integration and user-friendly interface. **Cons:** - Users experience **call issues** with JustCall, including lag, difficult transfers, and missing call beginnings. - Users face a significant **call functionality challenge** with frequent issues like poor quality and complicated outcomes entry. - Users experience **connection issues** with JustCall, leading to call drops and interruptions during important conversations. - Users note the **missing features** in JustCall, including limited texting options, lack of customization, and connectivity issues. - Users often face **poor call quality** , particularly during travel, leading to interruptions and call drops. #### What Are Recent G2 Reviews of JustCall? **"[Efficient Communication Hub for Global Outreach and CRM Syncing](https://www.g2.com/survey_responses/justcall-review-12696120)"** **Rating:** 4.5/5.0 stars *— Soumyajit B.* [Read full review](https://www.g2.com/survey_responses/justcall-review-12696120) --- **"[Easy-to-Use Calling Platform with Reliable Performance and Helpful AI Insights](https://www.g2.com/survey_responses/justcall-review-12953018)"** **Rating:** 5.0/5.0 stars *— Richard L.* [Read full review](https://www.g2.com/survey_responses/justcall-review-12953018) --- ### 13. [Zowie](https://www.g2.com/products/zowie/reviews) Zowie is the Customer AI platform, equipping enterprises with AI Agents that handle every customer interaction — replacing outdated clicks and forms with natural, human-like conversations. Today’s customers don’t want to navigate websites, search knowledge bases, or wait on hold. They want to say what they need — and get it done instantly. Zowie makes that possible. With Zowie AI Agents, brands unlock: - End-to-end automation of complex processes, not just basic FAQs - Flawless accuracy, following your business rules — no hallucinations - Seamless integration with your tech stack, from CRMs to fulfillment systems - Conversations that feel natural — powered by generative AI and guided by your data Built for mid-market and enterprise businesses, Zowie empowers leaders across customer service, operations, and IT to transform the way they serve customers — faster, smarter, and more cost-efficiently. The future of customer experience isn’t a better website. It’s a conversation. Zowie makes it happen. **Average Rating:** 4.7/5.0 **Total Reviews:** 70 **How Do G2 Users Rate Zowie?** - **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.0/10) - **Workflow:** 9.3/10 (Category avg: 8.7/10) - **Customization :** 8.9/10 (Category avg: 8.4/10) - **Customer Portal:** 10.0/10 (Category avg: 8.6/10) **Who Is the Company Behind Zowie?** - **Seller:** [Zowie Inc.](https://www.g2.com/sellers/zowie-inc) - **Year Founded:** 2019 - **HQ Location:** New York - **Twitter:** @ZowieAI (144 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/18129228/ (100 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Retail, Consumer Services - **Company Size:** 48% Small-Business, 40% Mid-Market #### What Are Zowie's Pros and Cons? **Pros:** - Automation (22 reviews) - Ease of Use (22 reviews) - Efficiency (21 reviews) - Helpful (17 reviews) - Messaging Automation (17 reviews) **Cons:** - Limited Features (10 reviews) - Missing Features (8 reviews) - Limited Customization (7 reviews) - Complexity (6 reviews) - Bugs (5 reviews) ### What Do G2 Reviewers Say About Zowie? *AI-generated summary from verified user reviews* **Pros:** - Users value the **efficiency of automation** in Zowie, enhancing customer support and ensuring quick, accurate responses. - Users find Zowie’s **ease of use** exceptional, facilitating efficient customer service and automation with minimal technical skills required. - Users value the **efficiency** of Zowie in creating workflows that significantly enhance customer experience. - Users love Zowie for its **quick integration and round-the-clock support** , making customer service optimization effortless. - Users appreciate the **messaging automation** of Zowie, enhancing support efficiency and improving customer satisfaction significantly. **Cons:** - Users find Zowie's **limited features** lacking, particularly missing elements found in previous services like Shopify. - Users feel the **reporting module is lacking** , needing better integration with BI tools for enhanced chatbot management. - Users find the **limited customization** of Zowie frustrating, especially for small startups seeking tailored solutions. - Users find the **UI complexity** overwhelming during intricate scenarios, suggesting a need for a cleaner design. - Users occasionally face **bugs and technical errors** with Zowie, leading to frustration during troubleshooting and resolution times. #### What Are Recent G2 Reviews of Zowie? **"[Zowie is the easiest and most adjustable chat solution I've ever seen.](https://www.g2.com/survey_responses/zowie-review-9756941)"** **Rating:** 5.0/5.0 stars *— Dawid T.* [Read full review](https://www.g2.com/survey_responses/zowie-review-9756941) --- **"[great bot solution for small and large organizations](https://www.g2.com/survey_responses/zowie-review-9710346)"** **Rating:** 4.5/5.0 stars *— Piotr P.* [Read full review](https://www.g2.com/survey_responses/zowie-review-9710346) --- #### What Are G2 Users Discussing About Zowie? - [How do I know my Zowie DPI?](https://www.g2.com/discussions/how-do-i-know-my-zowie-dpi) - [Why are Zowie mice so popular?](https://www.g2.com/discussions/why-are-zowie-mice-so-popular) - [Are Zowie gaming mice good?](https://www.g2.com/discussions/are-zowie-gaming-mice-good) - 1 comment - [Does Zowie have software?](https://www.g2.com/discussions/does-zowie-have-software) ### 14. [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) 8x8 Contact Center is a cloud-based, AI-powered platform designed to unify and streamline customer support across voice, chat, email, video, SMS, RCS, messaging apps, and social media channels. It empowers organizations with intelligent self-service automation, real-time guidance and analytics, and deep CRM integrations to elevate customer experience (CX) and boost operational efficiency. The solution supports seamless omnichannel engagement, enabling agents to deliver consistent, personalized service from a single interface. With enterprise-grade security and PCI-certified payments, 8x8 Contact Center aids in compliance while helping businesses scale with agility. Its flexibility and advanced insights make it ideal for modernizing legacy systems and optimizing customer support operations. Core Features & Functionality include: Omnichannel Routing Voice, email, web chat, SMS, video, Facebook Messenger, WhatsApp, Viber, RCS, and additional social media like X, YouTube, Instagram, and more via Meltwater. Blended interactions with individual agents handling up to 13 interactions at once. Web chat with real-time translation and customizable agent avatars. Email routing and templates. Co-browsing and secure payment handling via SMS or email. Agent and Supervisor Workspaces Unified interface with voice, chat, email, one-way video, RCS, social media, WhatsApp, Facebook Messenger, Viber, and SMS handling. Embedded softphone with customizable ringtones per channel. Support for Microsoft Teams chat and presence sync. Transfer calls to external contacts and queues. Intelligent routing, wrap-up codes, and campaign call handling. Real-time queue and agent monitoring for supervisors. Mobile supervisor app for oversight on the go. Interaction Retrieval Widget with bulk download and quick access to AI summaries, voicemails, and more. Customizable drag-and-drop widgets to tailor the workspace experience. AI & Automation Native and third-party AI (custom LLMs supported). AI summaries (real-time voice summarizations and post-call). Intelligent Customer Assistant (voice + digital self service). AI voice directory, predictive AI dialer. Real-time chat and text-to-speech translation. Queue, Agent & Call Management Queued callback, skills-based routing, CRM data-based routing. Direct Agent Routing (DAR), warm/cold transfer, whisper messages. Answer Machine Detection (AMD), call dispositioning, recording access. Channel setup (voice, SMS, chat, email, social). Agent roles, groups, schedules, whisper messages. Enhanced scripting (IVR, chat, email), callbacks, surveys. Campaign & Dialing Tools 8x8 Auto Dialer: predictive, progressive, preview modes. Regal.io integration for advanced segmentation, omnichannel outbound, behavior-based triggers. Campaign scheduling, retries, DNC filtering, Telephone Preference Service (TPS) or Corporate Telephone Preference Service (CTPS) filtering, Carrier Call Blocking (CCB) filtering, pre-recorded voicemail drop, automatic machine detection (AMD). CRM Integrations Native integrations with Salesforce, MS Dynamics, Zendesk, NetSuite. Features include screen pop, click-to-dial, interaction logging, transfers, voicemail, status management. 8x8 Native CRM to manage customers, cases, follow-ups, and tasks. Auto-log interactions, use API for external access. Reporting & Analytics Unified dashboards, real-time KPIs, interaction journey visualizations across channels. Report templates like Interaction Journey Report, Queue Interaction Summary, Agent Interactions Summary, Interactions Details Report, and more. Exportable metrics, SLA tracking, historical interaction access. Security & Compliance IP whitelisting, granular admin roles. OAuth2 for email, SSO with ADFS and Azure AD. Payment Card Industry Compliance Meeting and Call Recording Storage E911/999 Emergency Services Privacy Compliance W3C Web Content Accessibility Guidelines (WCAG) STIR/SHAKEN Compliance Health Insurance Portability and Accountability Act (HIPAA) Strategic Partner Integrations SpinSci for Healthcare Patient Assist: Real-time EHR integration, screen pop, context-aware routing. Prebuilt workflows for authentication, reporting, click-to-call. Omnichannel support with SSO. Patient Engage: Appointment scheduling, refill requests, bill pay, surveys. PCI support, multi-language, and password reset functionality. MNET for Financial Services CoreAccess+: Real-time core banking system access. Secure funds transfer, fraud alerts, screen pop authentication. CRM/workflow integration with no PII storage. Regal.io for Advanced Outbound Campaigns Behavior-based outreach triggers. Predictive dialing and personalized agent experiences. Integration with journey/CRM data for unified analytics. CallCabinet for Compliant Call Recording Compliant call recording for for voice, video and screen sharing Unlimited audio storage and 256-bit AES rotating encryption Advanced playback & tagging Cloud, hybrid, premise deployments **Average Rating:** 4.1/5.0 **Total Reviews:** 243 **How Do G2 Users Rate 8x8 Contact Center?** - **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.0/10) - **Workflow:** 8.3/10 (Category avg: 8.7/10) - **Customization :** 8.9/10 (Category avg: 8.4/10) - **Customer Portal:** 6.7/10 (Category avg: 8.6/10) **Who Is the Company Behind 8x8 Contact Center?** - **Seller:** [8x8](https://www.g2.com/sellers/8x8-b9e3382c-67d1-49f2-8c30-310d1ee608a0) - **Company Website:** https://www.8x8.com - **Year Founded:** 1987 - **HQ Location:** San Jose, CA - **Twitter:** @8x8 (11,056 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/8x8 (2,811 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Operations Manager - **Top Industries:** Financial Services, Information Technology and Services - **Company Size:** 54% Mid-Market, 36% Small-Business #### What Are 8x8 Contact Center's Pros and Cons? **Pros:** - Ease of Use (37 reviews) - Helpful (26 reviews) - Customer Support (24 reviews) - Features (19 reviews) - Efficiency (17 reviews) **Cons:** - Missing Features (11 reviews) - Poor Customer Support (11 reviews) - Call Management (7 reviews) - Complexity (7 reviews) - Integration Issues (7 reviews) ### What Do G2 Reviewers Say About 8x8 Contact Center? *AI-generated summary from verified user reviews* **Pros:** - Users commend the **ease of use** of 8x8 Contact Center, highlighting its user-friendly interface and seamless integration. - Users appreciate the **knowledgeable and friendly support** from 8x8 Contact Center, making issue resolution efficient and collaborative. - Users appreciate the **exceptional customer support** of 8x8 Contact Center, noting helpful and knowledgeable agents throughout the process. - Users value the **ease of use and seamless integration** of 8x8 Contact Center, enhancing team communication and efficiency. - Users highlight the **efficiency** of 8x8 Contact Center, enabling seamless communication and productivity for their teams. **Cons:** - Users are frustrated by the **missing features** like custom report grouping and limited warm transfer options. - Users report **poor customer support** , citing long wait times and unhelpful assistance when needing help with issues. - Users express frustration with **inability to warm transfer calls** and cumbersome processes affecting their efficiency. - Users find the **complexity of administration** frustrating, citing difficulties with settings and lack of essential features. - Users face frustrating **integration issues** with 8x8 Contact Center, complicating their workflow and data management. #### What Are Recent G2 Reviews of 8x8 Contact Center? **"[Efficient Service with Personable Support, AI Needs Improvement](https://www.g2.com/survey_responses/8x8-contact-center-review-12915729)"** **Rating:** 4.0/5.0 stars *— Sam C.* [Read full review](https://www.g2.com/survey_responses/8x8-contact-center-review-12915729) --- **"[Comprehensive Reporting, Needs Consolidation Options](https://www.g2.com/survey_responses/8x8-contact-center-review-12654670)"** **Rating:** 4.0/5.0 stars *— Dardra D.* [Read full review](https://www.g2.com/survey_responses/8x8-contact-center-review-12654670) --- #### What Are G2 Users Discussing About 8x8 Contact Center? - [What is 8x8 Contact Center used for?](https://www.g2.com/discussions/what-is-8x8-contact-center-used-for) ### 15. [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) ConnectWise PSA is the most complete business management platform built specifically for companies that sell, service, and support technology. Designed for Managed Service Providers (MSPs) and IT service organizations, it centralizes operations, strengthens accountability, and improves service delivery by bringing every core workflow into one modern platform. ConnectWise PSA helps MSPs reduce manual effort and streamline operations through adaptive workflows, automated billing, and structured service processes. From ticket management and customer service to sales, project delivery, and business analytics, ConnectWise PSA gives teams the tools they need to work smarter, faster, and with greater consistency. As a unified command center for the business, ConnectWise PSA provides real-time visibility across service, finance, and operations. This holistic approach allows MSPs to eliminate swivel-chair work, reduce errors, and make data-driven decisions that support growth and customer satisfaction. Routine tasks become automated, freeing technicians and leaders to focus on strategic initiatives rather than administrative overhead. Built for small to mid-sized technology firms and MSPs, ConnectWise PSA supports the full lifecycle of managed services. Users rely on it to track and resolve service tickets, automate recurring and one-time invoicing, manage projects, oversee sales activity, and monitor key performance metrics—all from a single platform that scales with the business. Core capabilities include an advanced service desk for efficient ticket routing and resolution, reliable integrations with major accounting platforms, robust quoting and invoicing tools for accelerating cash flow, and comprehensive project management to keep teams aligned. Built-in dashboards and analytics surface trends and insights that help leaders improve performance and operate proactively. Backed by more than 40 years of experience in the technology services industry, ConnectWise stands apart through its global community, deep ecosystem, and continuous innovation. ConnectWise PSA gives MSPs the foundation they need to run and grow their business today while preparing for a future powered by automation and intelligent service delivery. **Average Rating:** 4.0/5.0 **Total Reviews:** 555 **How Do G2 Users Rate ConnectWise PSA?** - **Has the product been a good partner in doing business?:** 7.7/10 (Category avg: 9.0/10) - **Workflow:** 8.3/10 (Category avg: 8.7/10) - **Customization :** 7.7/10 (Category avg: 8.4/10) - **Customer Portal:** 7.6/10 (Category avg: 8.6/10) **Who Is the Company Behind ConnectWise PSA?** - **Seller:** [ConnectWise](https://www.g2.com/sellers/connectwise) - **Company Website:** https://www.connectwise.com/ - **Year Founded:** 1982 - **HQ Location:** Tampa, FL - **Twitter:** @ConnectWise (14,926 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/48576/ (3,388 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** President, Network Engineer - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 66% Small-Business, 28% Mid-Market #### What Are ConnectWise PSA's Pros and Cons? **Pros:** - Ease of Use (36 reviews) - Integration (21 reviews) - Integrations (16 reviews) - Feature Richness (15 reviews) - Customer Support (13 reviews) **Cons:** - Learning Curve (24 reviews) - Poor Customer Support (16 reviews) - Complex Usability (15 reviews) - Missing Features (13 reviews) - Performance Issues (10 reviews) ### What Do G2 Reviewers Say About ConnectWise PSA? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of ConnectWise PSA, making ticket and asset management straightforward and efficient. - Users appreciate the **seamless integration** of ConnectWise PSA, enhancing collaboration across various roles and tools. - Users appreciate the **strong integration capabilities** of ConnectWise PSA, seamlessly connecting with various tools and enhancing workflows. - Users value the **feature richness** of ConnectWise PSA, benefiting from its all-in-one capabilities and strong integrations. - Users commend the **responsive customer support** of ConnectWise PSA, enhancing their project management efficiency and experience. **Cons:** - Users find the **learning curve challenging** , requiring complex configurations and procedures for effective use of ConnectWise PSA. - Users report **poor customer support** , citing unresponsive billing and unresolved issues despite initial good interactions. - Users find **ConnectWise PSA's usability complex** , citing too many clicks and tedious configuration for effective task completion. - Users express a need for **missing features** such as more keyboard shortcuts and improvements to the mobile app. - Users experience frustrating **performance issues** with ConnectWise PSA, including slow response times and system glitches disrupting productivity. #### What Are Recent G2 Reviews of ConnectWise PSA? **"[Efficient Tool That Simplifies Daily Tasks](https://www.g2.com/survey_responses/connectwise-psa-review-12026815)"** **Rating:** 5.0/5.0 stars *— Imran I.* [Read full review](https://www.g2.com/survey_responses/connectwise-psa-review-12026815) --- **"[Great PSA system is you take the time to set it up according to your needs](https://www.g2.com/survey_responses/connectwise-psa-review-12892759)"** **Rating:** 4.5/5.0 stars *— Verified User in Information Technology and Services* [Read full review](https://www.g2.com/survey_responses/connectwise-psa-review-12892759) --- #### What Are G2 Users Discussing About ConnectWise PSA? - [What is SmileBack used for?](https://www.g2.com/discussions/what-is-smileback-used-for) - [What is BrightGauge used for?](https://www.g2.com/discussions/what-is-brightgauge-used-for) - [What is BrightGuage used for?](https://www.g2.com/discussions/what-is-brightguage-used-for) - 1 comment - [How do I disable ConnectWise control?](https://www.g2.com/discussions/connectwise-psa-how-do-i-disable-connectwise-control) - [How do I download ConnectWise manage client?](https://www.g2.com/discussions/how-do-i-download-connectwise-manage-client) ### 16. [Glassix](https://www.g2.com/products/glassix/reviews) Glassix’s on a mission to broaden access to Conversational AI and Omnichannel Customer Communication, empowering businesses to unlock their untapped potential and achieve unmatched scalability.
 With its AI Omnichannel capabilities, Glassix reshapes customer journeys. We transcend temporal boundaries, meeting customer needs at every touchpoint, even during dormant hours. Trusted by Nike, Avis, Nintendo, Domino's, and Dyson, Glassix propels missions forward with its transformative technology. With Glassix, managing your customer interactions has never been easier. Our unified inbox eliminates the need for multiple tools, streamlining workflow management and reducing expenses. From AI-powered chatbots to personalized greetings, keep your customers engaged in one place. Glassix is the AI-powered unified messaging platform that keeps your customer conversations connected across any digital channel - Instant messaging apps and SMS text, email conversations, live chat on your website or app, and social media messages. The secure platform offers a robust feature-set delivered as a subscription service complete with visual no/low code chatbot tools that require no technical knowledge to get started. Customers can hit the ground running with conversational AI capabilities powered by GPT-4, or leverage the Glassix API to build out highly customized experiences. Working together with a global network of integration partners, Glassix serves a growing customer base of established brands, high growth ventures, and small businesses alike. Experience the power of Glassix as it refines interactions, allowing you to deliver exceptional customer experiences. Say goodbye to manual tasks and reclaim your valuable time. With our automation capabilities, conversations flow effortlessly, leaving your customers in awe. **Average Rating:** 4.8/5.0 **Total Reviews:** 197 **How Do G2 Users Rate Glassix?** - **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.0/10) - **Workflow:** 9.3/10 (Category avg: 8.7/10) - **Customization :** 9.0/10 (Category avg: 8.4/10) - **Customer Portal:** 9.4/10 (Category avg: 8.6/10) **Who Is the Company Behind Glassix?** - **Seller:** [Glassix](https://www.g2.com/sellers/glassix) - **Year Founded:** 2015 - **HQ Location:** Tel Aviv, Israel - **LinkedIn® Page:** https://www.linkedin.com/company/glassix/ (24 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Real Estate - **Company Size:** 67% Small-Business, 30% Mid-Market #### What Are Glassix's Pros and Cons? **Pros:** - Ease of Understanding (1 reviews) - Ease of Use (1 reviews) - Intuitive (1 reviews) - Simple (1 reviews) - Simple Use (1 reviews) **Cons:** - Lack of Integrations (1 reviews) - Limited Features (1 reviews) - Missing Features (1 reviews) ### What Do G2 Reviewers Say About Glassix? *AI-generated summary from verified user reviews* **Pros:** - Users find Glassix to be **simple and easy to understand** , avoiding complications with data management. - Users appreciate the **ease of use** of Glassix, finding it simple and straightforward without overwhelming data. - Users find Glassix to be **intuitive and easy to understand** , avoiding complexities with data management. - Users appreciate the **simplicity and ease of understanding** of Glassix, making it user-friendly without overwhelming data. - Users appreciate the **simple and easy-to-understand interface** of Glassix, avoiding complications with data management. **Cons:** - Users find the **lack of integrations** in Glassix limits its overall functionality and versatility. - Users feel that Glassix has **limited features** , lacking the completeness expected from a comprehensive program. - Users feel Glassix has **missing features** that prevent it from being a fully comprehensive program. #### What Are Recent G2 Reviews of Glassix? **"[Restructuring School Communication](https://www.g2.com/survey_responses/glassix-review-9468016)"** **Rating:** 5.0/5.0 stars *— Reem O.* [Read full review](https://www.g2.com/survey_responses/glassix-review-9468016) --- **"[We get more done with Glassix AI](https://www.g2.com/survey_responses/glassix-review-9744629)"** **Rating:** 5.0/5.0 stars [Read full review](https://www.g2.com/survey_responses/glassix-review-9744629) --- ### 17. [Re:amaze](https://www.g2.com/products/re-amaze/reviews) Re:amaze is a helpdesk and customer messaging platform designed for websites, stores, and apps. Use Re:amaze to provide exceptional customer support through live chat, email, social media, mobile SMS/MMS, VOIP, and FAQ Knowledge Bases. Businesses of all shapes and sizes also rely on Re:amaze for sales and marketing automation using features such as Re:amaze Cues (a way to automatically message online customers), Re:amaze Chatbots, Re:amaze Live Dashboard (to monitor online customer activity in real time), and send customer satisfaction surveys (to gauge service quality and gather feedback). Re:amaze offers native integrations with many popular 3rd party apps such as Slack, Shopify, BigCommerce, Stripe, MailChimp, Google (Analytics, Tag Manager, Suite), ShipStation, Klaviyo, and much more. Businesses can also use a single Re:amaze account to manage customer service for multiple businesses or stores with the Multi-Brand feature. **Average Rating:** 4.6/5.0 **Total Reviews:** 137 **How Do G2 Users Rate Re:amaze?** - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.0/10) - **Workflow:** 9.0/10 (Category avg: 8.7/10) - **Customization :** 8.5/10 (Category avg: 8.4/10) - **Customer Portal:** 9.1/10 (Category avg: 8.6/10) **Who Is the Company Behind Re:amaze?** - **Seller:** [GoDaddy](https://www.g2.com/sellers/godaddy) - **Year Founded:** 1997 - **HQ Location:** Scottsdale, AZ - **Twitter:** @GoDaddy (274,844 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/7846/ (9,011 employees on LinkedIn®) - **Ownership:** NYSE:GDDY **Who Uses This Product?** - **Who Uses This:** Owner, President - **Top Industries:** Retail, Sporting Goods - **Company Size:** 81% Small-Business, 17% Mid-Market #### What Are Re:amaze's Pros and Cons? **Pros:** - Customer Support (1 reviews) - Flexibility (1 reviews) ### What Do G2 Reviewers Say About Re:amaze? *AI-generated summary from verified user reviews* **Pros:** - Users praise the **great customer support** of Re:amaze, appreciating its flexibility and helpful AI features. - Users value the **flexibility** of Re:amaze, appreciating its variety of options and helpful AI features. #### What Are Recent G2 Reviews of Re:amaze? **"[Great Chat!](https://www.g2.com/survey_responses/re-amaze-review-7329257)"** **Rating:** 5.0/5.0 stars *— Greg R.* [Read full review](https://www.g2.com/survey_responses/re-amaze-review-7329257) --- **"[Absolutely amazing tool, very intuitive and integrates well](https://www.g2.com/survey_responses/re-amaze-review-7694891)"** **Rating:** 4.5/5.0 stars *— Christoph D.* [Read full review](https://www.g2.com/survey_responses/re-amaze-review-7694891) --- #### What Are G2 Users Discussing About Re:amaze? - [What is Re:amaze used for?](https://www.g2.com/discussions/what-is-re-amaze-used-for) ### 18. [Thena](https://www.g2.com/products/thena/reviews) Thena is a new-age customer support platform purpose-built for B2B teams. We're AI-first, and we connect to the modern communication stack like Slack and MS Teams. Join bold modern B2B teams from Vercel, Amplitude, FOX, Etsy, and LaunchDarkly. **Average Rating:** 4.9/5.0 **Total Reviews:** 65 **How Do G2 Users Rate Thena?** - **Has the product been a good partner in doing business?:** 9.9/10 (Category avg: 9.0/10) - **Workflow:** 9.5/10 (Category avg: 8.7/10) - **Customization :** 9.1/10 (Category avg: 8.4/10) - **Customer Portal:** 9.3/10 (Category avg: 8.6/10) **Who Is the Company Behind Thena?** - **Seller:** [Thena](https://www.g2.com/sellers/thena) - **Year Founded:** 2022 - **HQ Location:** Palo Alto , California - **Twitter:** @thenaplatform (540 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/thena-platform (24 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 58% Small-Business, 38% Mid-Market #### What Are Thena's Pros and Cons? **Pros:** - Case Management (3 reviews) - Efficiency (3 reviews) - Ticket Management (3 reviews) - Customer Satisfaction (2 reviews) - Integrations (2 reviews) **Cons:** - Limited Features (1 reviews) - Limited Functionality (1 reviews) - Missing Features (1 reviews) - Platform Limitations (1 reviews) - Poor Customer Support (1 reviews) ### What Do G2 Reviewers Say About Thena? *AI-generated summary from verified user reviews* **Pros:** - Users praise Thena for its **efficient case management** , enhancing customer interactions and support team productivity. - Users appreciate the **efficiency** of Thena, enhancing customer interactions and streamlining communication across departments. - Users love the **intuitive ticket management** of Thena, enhancing communication and streamlining customer support effectively. - Users value Thena for its **efficient management of customer interactions** , enhancing support processes and responsiveness. - Users value the **seamless Slack integration** of Thena, enhancing customer support and team efficiency significantly. **Cons:** - Users find the **limited platform support** of Thena frustrating, as it doesn't cater to all communication tools. - Users find Thena's **limited platform support** problematic, especially for those using less common communication tools. - Users feel Thena's **limited platform support** could hinder functionality for those using other communication tools. - Users feel Thena has **limited platform support** , making it challenging for those using less common communication tools. - Users express frustration over **poor customer support** , feeling unsupported and lacking access to human assistance for inquiries. #### What Are Recent G2 Reviews of Thena? **"[Smooth](https://www.g2.com/survey_responses/thena-review-10020456)"** **Rating:** 5.0/5.0 stars *— Matthew B.* [Read full review](https://www.g2.com/survey_responses/thena-review-10020456) --- **"[Thena helped us Tame Wild-Wild-West Slack Support](https://www.g2.com/survey_responses/thena-review-10569376)"** **Rating:** 5.0/5.0 stars *— Daniel S.* [Read full review](https://www.g2.com/survey_responses/thena-review-10569376) --- ### 19. [Watermelon](https://www.g2.com/products/watermelon/reviews) Watermelon is the most user-friendly conversational AI platform to automate conversations, no coding required. Cut down your workload by linking service channels. Combine your software and start automating customer service with an AI Agent. The agent makes sure you are available for your customers 24/7, during every step of their customer journey. **Average Rating:** 4.5/5.0 **Total Reviews:** 91 **How Do G2 Users Rate Watermelon?** - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.0/10) - **Workflow:** 8.6/10 (Category avg: 8.7/10) - **Customization :** 8.1/10 (Category avg: 8.4/10) - **Customer Portal:** 8.1/10 (Category avg: 8.6/10) **Who Is the Company Behind Watermelon?** - **Seller:** [Watermelon](https://www.g2.com/sellers/watermelon) - **Year Founded:** 2018 - **HQ Location:** Utrecht, NL - **Twitter:** @WatermelonHQ (2,988 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/watermelon-b-v-/ (80 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Retail, Education Management - **Company Size:** 67% Small-Business, 30% Mid-Market #### What Are Watermelon's Pros and Cons? **Pros:** - Helpful (25 reviews) - Customer Support (20 reviews) - Ease of Use (17 reviews) - AI Technology (15 reviews) - Artificial Intelligence (12 reviews) **Cons:** - Inadequate AI Features (5 reviews) - AI Limitations (4 reviews) - Learning Curve (4 reviews) - Limited Features (4 reviews) - Missing Features (4 reviews) ### What Do G2 Reviewers Say About Watermelon? *AI-generated summary from verified user reviews* **Pros:** - Users value the **consistent support** and transparency from Watermelon, ensuring effective AI integration and smooth operations. - Users rave about the **excellent customer support** from Watermelon, highlighting quick responses and helpful personnel. - Users highlight the **ease of use** of Watermelon, finding it intuitive and efficient for managing their AI agents. - Users appreciate the **effective AI chatbots** in Watermelon, enhancing visitor service with expert support and user-friendly design. - Users praise the **efficient AI agent** of Watermelon for providing excellent support and improving communication significantly. **Cons:** - Users find that **inadequate AI features** require time and effort for proper configuration and training initially. - Users experience a **learning curve with AI limitations** that affects response accuracy and delays in performance. - Users face a **steep learning curve** initially, requiring time to achieve optimal setup and configuration of the chatbot. - Users note **limited features** in Watermelon, indicating it falls short compared to competitors, though improvements are expected. - Users note the **missing features** in Watermelon, with hopes for enhancements as development continues. #### What Are Recent G2 Reviews of Watermelon? **"[Super happy with our 24/7 AI colleague that really brings us new customers and insights](https://www.g2.com/survey_responses/watermelon-review-11719892)"** **Rating:** 5.0/5.0 stars *— Marloes v.* [Read full review](https://www.g2.com/survey_responses/watermelon-review-11719892) --- **"[Our Watermelon agent saves us lots of time](https://www.g2.com/survey_responses/watermelon-review-11767520)"** **Rating:** 5.0/5.0 stars *— Henriëtte B.* [Read full review](https://www.g2.com/survey_responses/watermelon-review-11767520) --- #### What Are G2 Users Discussing About Watermelon? - [What is Watermelon used for?](https://www.g2.com/discussions/what-is-watermelon-used-for) ### 20. [Supportbench](https://www.g2.com/products/supportbench/reviews) Supportbench is a TOP rated premium customer support software for businesses seeking advanced, affordable, scalable solutions. It boasts features such as dynamic SLAs, a KCS knowledge base, AI-powered ChatGPT knowledge base bots, and customizable dashboards. With Salesforce synchronization, advanced customer portals, chatbot capabilities, and an easy-to-use API, Supportbench enhances customer experiences, optimizes support operations, and empowers teams with actionable insights. **Average Rating:** 4.9/5.0 **Total Reviews:** 113 **How Do G2 Users Rate Supportbench?** - **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.0/10) - **Workflow:** 9.6/10 (Category avg: 8.7/10) - **Customization :** 9.5/10 (Category avg: 8.4/10) - **Customer Portal:** 9.5/10 (Category avg: 8.6/10) **Who Is the Company Behind Supportbench?** - **Seller:** [Supportbench Services Inc.](https://www.g2.com/sellers/supportbench-services-inc) - **Year Founded:** 2015 - **HQ Location:** Vancouver, British Columbia - **Twitter:** @supportbench (2,990 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/supportbench-services-inc-/ (7 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Marketing and Advertising - **Company Size:** 71% Small-Business, 28% Mid-Market #### What Are Supportbench's Pros and Cons? **Pros:** - Visibility (6 reviews) - Efficiency (5 reviews) - Knowledge Base (5 reviews) - Automation (3 reviews) - Case Management (3 reviews) **Cons:** - Limited Integrations (4 reviews) - Steep Learning Curve (3 reviews) - Inadequate Filtering (1 reviews) - Limited Customization (1 reviews) - Limited Features (1 reviews) ### What Do G2 Reviewers Say About Supportbench? *AI-generated summary from verified user reviews* **Pros:** - Users value the **enhanced visibility** provided by Supportbench, enabling better tracking and insights into customer interactions. - Users value the **high efficiency** of Supportbench, enhancing customer support responsiveness and operational effectiveness. - Users praise the **robust knowledge base** of Supportbench, enhancing functional support and customer understanding significantly. - Users value the **automation features** of Supportbench, enhancing ticket management and streamlining response processes effectively. - Users value the **effective case management** of Supportbench, enhancing ticket handling and customer engagement. **Cons:** - Users find the **limited integrations** frustrating, hindering their workflow and increasing the need for better tools. - Users find the **steep learning curve** of Supportbench challenging due to complex onboarding and extensive feature customization. - Users find the **inadequate filtering** a challenge, with advanced options not easily accessible in the reporting UI. - Users find the chat tool **too basic and limited in customization** , which affects their overall experience. - Users experience **limited features** on Supportbench, particularly with offline access and mobile app functionality. #### What Are Recent G2 Reviews of Supportbench? **"[A Game-Changer for Client Communication](https://www.g2.com/survey_responses/supportbench-review-11127974)"** **Rating:** 5.0/5.0 stars *— Chris B.* [Read full review](https://www.g2.com/survey_responses/supportbench-review-11127974) --- **"[Supportbench; Customer Oriented and Powerful Support System but Demands Deep Customization](https://www.g2.com/survey_responses/supportbench-review-11715639)"** **Rating:** 4.5/5.0 stars *— sheetal m.* [Read full review](https://www.g2.com/survey_responses/supportbench-review-11715639) --- ### 21. [Hark](https://www.g2.com/products/hark/reviews) Hark helps brands collect, analyze and report on customer feedback in a modern & video-first approach. We see results of 30% more feedback and useful insights (powered by AI) that a normal survey-based approach misses. Reduced support costs are an added bonus as well. **Average Rating:** 4.9/5.0 **Total Reviews:** 12 **How Do G2 Users Rate Hark?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.0/10) - **Workflow:** 9.6/10 (Category avg: 8.7/10) - **Customization :** 8.3/10 (Category avg: 8.4/10) - **Customer Portal:** 9.2/10 (Category avg: 8.6/10) **Who Is the Company Behind Hark?** - **Seller:** [Hark Technologies](https://www.g2.com/sellers/hark-technologies) - **Year Founded:** 2021 - **HQ Location:** New York, US - **LinkedIn® Page:** https://www.linkedin.com/company/send-hark (26 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 58% Mid-Market, 42% Small-Business #### What Are Hark's Pros and Cons? **Pros:** - Helpful (3 reviews) - Authentic Engagement (2 reviews) - Customer Insights (2 reviews) - Customer Support (2 reviews) - Automation (1 reviews) ### What Do G2 Reviewers Say About Hark? *AI-generated summary from verified user reviews* **Pros:** - Users value the **helpfulness** of Hark, which simplifies feedback collection through AI-driven transcriptions and integrations. - Users value Hark for its **authentic engagement** , effectively capturing the voice of the customer like no other tool. - Users value Hark for its ability to **amplify the voice of the customer** , facilitating meaningful feedback and insights. - Users value the **dedicated customer support** from Hark, highlighting their genuine care and partnership in improving experiences. - Users love the **automation features** of Hark, dramatically reducing time spent on video analysis and feedback collection. #### What Are Recent G2 Reviews of Hark? **"[Hark is the tool every true CX leader loves at first sight!](https://www.g2.com/survey_responses/hark-review-10398501)"** **Rating:** 5.0/5.0 stars *— Jessica-Rose G.* [Read full review](https://www.g2.com/survey_responses/hark-review-10398501) --- **"[Perfect Ticket AI: Transcribes, Summarizes & Tags Videos for Faster Insights](https://www.g2.com/survey_responses/hark-review-12065722)"** **Rating:** 5.0/5.0 stars *— Nour M.* [Read full review](https://www.g2.com/survey_responses/hark-review-12065722) --- ### 22. [intheloop.io](https://www.g2.com/products/intheloop-io/reviews) Loop Email is a simple yet powerful team inbox. It's been built with the familiarity of an email client, so it's easy to set up and use for any teams that are used to handling customer messages via email. It's hard being productive when you spend half your time reading emails, and the other half flipping between platforms to tell your team about said emails. You need a single app that's going to help you move faster and keep everything and everyone on the same page. This is Loop. It simplifies and organizes all your incoming work communication into one inbox and gives you and your team back order, control and focus. With Loop no messages get missed and your team can assign ownership, chat about customer emails, exchange files, automate workflows and manage shared inboxes with ease. Why not try it today? **Average Rating:** 4.9/5.0 **Total Reviews:** 19 **How Do G2 Users Rate intheloop.io?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.0/10) - **Workflow:** 10.0/10 (Category avg: 8.7/10) - **Customization :** 7.7/10 (Category avg: 8.4/10) - **Customer Portal:** 10.0/10 (Category avg: 8.6/10) **Who Is the Company Behind intheloop.io?** - **Seller:** [Loop Email](https://www.g2.com/sellers/loop-email) - **Year Founded:** 2006 - **HQ Location:** London, London - **Twitter:** @loop_email (2,240 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/loopemail/ (10 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 89% Small-Business, 11% Mid-Market #### What Are intheloop.io's Pros and Cons? **Pros:** - Communication (1 reviews) - Communication Efficiency (1 reviews) - Customer Support (1 reviews) - Ease of Use (1 reviews) - Easy Communication (1 reviews) ### What Do G2 Reviewers Say About intheloop.io? *AI-generated summary from verified user reviews* **Pros:** - Users value the **effective communication** among agents, enhancing service accuracy and client care in real-time. - Users value the **communication efficiency** of intheloop.io, enhancing accuracy and real-time client care. - Users commend the **exceptional customer support** of inthelop.io, enhancing agent communication and client care efficiency. - Users value the **ease of use** of intheloop.io, facilitating effective communication and enhancing client care. - Users appreciate the **easy communication** with agents, enhancing accuracy and real-time client care. #### What Are Recent G2 Reviews of intheloop.io? **"[BEST Customer Service of any provider I've used in over 20 years!](https://www.g2.com/survey_responses/intheloop-io-review-4223205)"** **Rating:** 5.0/5.0 stars *— Verified User in Financial Services* [Read full review](https://www.g2.com/survey_responses/intheloop-io-review-4223205) --- **"[great for adding colleagues on a loop e mail](https://www.g2.com/survey_responses/intheloop-io-review-10259371)"** **Rating:** 5.0/5.0 stars *— Verified User in Warehousing* [Read full review](https://www.g2.com/survey_responses/intheloop-io-review-10259371) --- #### What Are G2 Users Discussing About intheloop.io? - [What is Loop Email used for?](https://www.g2.com/discussions/what-is-loop-email-used-for) ### 23. [Vivantio](https://www.g2.com/products/vivantio/reviews) Vivantio is service management software that helps IT teams, service desks, and customer support teams implement quickly, scale efficiently, and adapt workflows without added complexity. Vivantio helps service teams manage complexity without adding more of it. Built for IT service management, customer service operations, and enterprise service delivery, Vivantio gives teams the structure, flexibility, and visibility they need to improve service over time. Teams use Vivantio to implement faster, standardize workflows, automate manual work, and continuously improve service performance across departments. Key capabilities include: Fast, structured implementation Flexible workflows, forms, and processes Role-based workspaces and automation Reporting and dashboards for service improvement Self-service, knowledge management, and omni-channel support Vivantio is a strong fit for organizations that need powerful service management without forcing teams into rigid, overbuilt systems. **Average Rating:** 4.3/5.0 **Total Reviews:** 294 **How Do G2 Users Rate Vivantio?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.0/10) - **Workflow:** 8.5/10 (Category avg: 8.7/10) - **Customization :** 8.1/10 (Category avg: 8.4/10) - **Customer Portal:** 8.4/10 (Category avg: 8.6/10) **Who Is the Company Behind Vivantio?** - **Seller:** [Vivantio](https://www.g2.com/sellers/vivantio) - **Year Founded:** 2003 - **HQ Location:** Boston, MA - **Twitter:** @Vivantio (110 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/563989/ (30 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager - **Top Industries:** Information Technology and Services, Outsourcing/Offshoring - **Company Size:** 58% Mid-Market, 28% Enterprise #### What Are Vivantio's Pros and Cons? **Pros:** - Ease of Use (41 reviews) - Efficiency (25 reviews) - Customizability (23 reviews) - Customization (23 reviews) - Features (23 reviews) **Cons:** - Learning Curve (14 reviews) - Complexity (11 reviews) - Improvement Needed (11 reviews) - Limited Customization (10 reviews) - Missing Features (10 reviews) ### What Do G2 Reviewers Say About Vivantio? *AI-generated summary from verified user reviews* **Pros:** - Users find Vivantio's **ease of use** highly beneficial, requiring minimal training and streamlining service management tasks. - Users appreciate the **efficiency** of Vivantio, enhancing productivity through automation and effective management of tasks. - Users praise the **customizability** of Vivantio, enabling tailored dashboards and reports to enhance their workflow efficiency. - Users value the **high level of customization** in Vivantio, enabling tailored solutions to meet specific organizational needs. - Users value the **customization capabilities** of Vivantio, enhancing ITIL alignment and streamlining customer service management. **Cons:** - Users find the **high learning curve** of Vivantio challenging, requiring significant admin expertise and configuration time. - Users find the **complexity** of Vivantio challenging, making administrative tasks and report building cumbersome. - Users report a **high learning curve** with Vivantio, necessitating additional education for effective use and management. - Users criticize the **limited customization** of Vivantio's standard forms, leading to frustration in adapting workflows. - Users find **missing features** in Vivantio, such as lack of attachment preview and inadequate remote support options. #### What Are Recent G2 Reviews of Vivantio? **"[Powerful ITSM with Deep Configuration, but Pricing and Mobile App Need Improvement](https://www.g2.com/survey_responses/vivantio-review-11827921)"** **Rating:** 4.0/5.0 stars *— Ifeoma E.* [Read full review](https://www.g2.com/survey_responses/vivantio-review-11827921) --- **"[Versatile Service Management Platform That Boosts Productivity, But Initial Set Up May take time](https://www.g2.com/survey_responses/vivantio-review-11939774)"** **Rating:** 4.5/5.0 stars *— Satish K.* [Read full review](https://www.g2.com/survey_responses/vivantio-review-11939774) --- #### What Are G2 Users Discussing About Vivantio? - [What is Vivantio used for?](https://www.g2.com/discussions/what-is-vivantio-used-for) ### 24. [Keeping](https://www.g2.com/products/keeping/reviews) Keeping is the world's first customer support platform integrated with Gmail. Assign customer support requests to teammates, leave private notes, and set status - all right from inside Gmail. Founded in 2016 and based in New York, we built Keeping for teams that do more than just customer support. If you are busy juggling important customer requests with the rest of your job, then we're glad you found us, because we built Keeping for you. **Average Rating:** 4.5/5.0 **Total Reviews:** 68 **How Do G2 Users Rate Keeping?** - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.0/10) - **Workflow:** 8.4/10 (Category avg: 8.7/10) - **Customization :** 7.1/10 (Category avg: 8.4/10) - **Customer Portal:** 7.6/10 (Category avg: 8.6/10) **Who Is the Company Behind Keeping?** - **Seller:** [Keeping](https://www.g2.com/sellers/keeping) - **Year Founded:** 2007 - **HQ Location:** Brooklyn, NY - **Twitter:** @keepingcom (181 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2360605/ (48 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Computer Software, Higher Education - **Company Size:** 80% Small-Business, 20% Mid-Market #### What Are Keeping's Pros and Cons? **Pros:** - Communication (2 reviews) - Ease of Use (2 reviews) - Easy Access (2 reviews) - Simple (2 reviews) - Team Collaboration (2 reviews) **Cons:** - Complex Administration (1 reviews) - Difficult Learning (1 reviews) - Learning Curve (1 reviews) - Limited Customization (1 reviews) - Search Difficulty (1 reviews) ### What Do G2 Reviewers Say About Keeping? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **effective communication** capabilities of Keeping, enhancing team collaboration and response times. - Users appreciate the **ease of use** of Keeping, finding it simple to learn and well-organized for daily business tasks. - Users value the **easy access** provided by Keeping, enhancing communication and reducing context-switching within Salesforce. - Users appreciate the **simple interface** of Keeping, finding it easy to learn and use daily for business. - Users value the **effective team collaboration** of Keeping, enhancing communication and transparency within their teams. **Cons:** - Users find the **complex administration** of Keeping requires considerable time and effort to master effectively. - Users find **difficult learning** to be a major hurdle with Keeping, demanding extensive time and effort to master. - Users find the **learning curve challenging** , needing considerable time and effort to become proficient with Keeping. - Users desire **more customization options** for workflows as the current UI feels outdated and limiting. - Users desire improved **search functionality** and additional inboxes for better email organization in Keeping. #### What Are Recent G2 Reviews of Keeping? **"[Seamless Gmail Integration That Streamlines Shared Inbox Ticketing](https://www.g2.com/survey_responses/keeping-review-12646505)"** **Rating:** 4.0/5.0 stars *— Verified User in Computer Software* [Read full review](https://www.g2.com/survey_responses/keeping-review-12646505) --- **"[Powerful Shared Inbox with Smart Email Assignment Automations](https://www.g2.com/survey_responses/keeping-review-12473947)"** **Rating:** 4.5/5.0 stars *— Erika H.* [Read full review](https://www.g2.com/survey_responses/keeping-review-12473947) --- #### What Are G2 Users Discussing About Keeping? - [What are some unique features of project management software?](https://www.g2.com/discussions/keeping-what-are-some-unique-features-of-project-management-software) - [What are the key features of project management?](https://www.g2.com/discussions/what-are-the-key-features-of-project-management) - [What should be in the inventory software?](https://www.g2.com/discussions/what-should-be-in-the-inventory-software) - [What are the essential features of software?](https://www.g2.com/discussions/keeping-what-are-the-essential-features-of-software) ### 25. [Sugar Serve](https://www.g2.com/products/sugar-serve/reviews) Sugar Serve is customer service automation that helps teams manage support cases, meet SLAs, and deliver better experiences across every channel. Agents get a complete view of each customer and clear next steps to resolve issues faster. Service leaders gain real-time insights into case trends, performance, and customer satisfaction. With Sugar Serve, you can streamline service operations, automate workflows, and strengthen customer loyalty. **Average Rating:** 4.5/5.0 **Total Reviews:** 36 **How Do G2 Users Rate Sugar Serve?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.0/10) - **Workflow:** 8.9/10 (Category avg: 8.7/10) - **Customization :** 8.6/10 (Category avg: 8.4/10) - **Customer Portal:** 7.8/10 (Category avg: 8.6/10) **Who Is the Company Behind Sugar Serve?** - **Seller:** [SugarAI](https://www.g2.com/sellers/sugarai) - **Year Founded:** 2004 - **HQ Location:** Cupertino, CA - **LinkedIn® Page:** https://www.linkedin.com/company/17345/ (572 employees on LinkedIn®) - **Phone:** +1 (408) 454-6900 **Who Uses This Product?** - **Top Industries:** Computer Software - **Company Size:** 37% Mid-Market, 34% Small-Business #### What Are Sugar Serve's Pros and Cons? **Pros:** - Customizability (4 reviews) - Customization (4 reviews) - Efficiency (4 reviews) - Case Management (3 reviews) - Customer Support (3 reviews) **Cons:** - Learning Curve (3 reviews) - Not Intuitive (3 reviews) - Expensive (2 reviews) - Limited Features (2 reviews) - Poor Performance (2 reviews) ### What Do G2 Reviewers Say About Sugar Serve? *AI-generated summary from verified user reviews* **Pros:** - Users love the **high customizability** of Sugar Serve, enjoying effortless adaptability to their unique business processes. - Users love Sugar Serve's **highly customizable nature** , enabling streamlined workflows and tailored solutions for diverse business needs. - Users highlight the **efficiency** of Sugar Serve, enabling seamless automation and streamlined case handling for support teams. - Users highly value the **advanced case management capabilities** of Sugar Serve, streamlining workflows and automating support processes effectively. - Users highlight the **excellent customer support** from Sugar Serve, enhancing interactions and boosting overall satisfaction. **Cons:** - Users find the **learning curve steep** , making initial setup and customization challenging for non-technical users. - Users find Sugar Serve's interface **not intuitive** , often struggling with its complexity and steep learning curve. - Users express concern over the **high price** of Sugar Serve, feeling it impacts their decision on renewal. - Users note the **limited features** of Sugar Serve, particularly in customization and customer support capabilities. - Users report **poor performance** due to sluggishness with large datasets and confusing interface errors during usage. #### What Are Recent G2 Reviews of Sugar Serve? **"[Highly Customizable, Robust Yet Complex](https://www.g2.com/survey_responses/sugar-serve-review-12350648)"** **Rating:** 5.0/5.0 stars *— Jim M.* [Read full review](https://www.g2.com/survey_responses/sugar-serve-review-12350648) --- **"[A solid helpdesk tool that keeps our tickets and SLAs completely organized](https://www.g2.com/survey_responses/sugar-serve-review-12939757)"** **Rating:** 4.0/5.0 stars *— Verified User in Information Technology and Services* [Read full review](https://www.g2.com/survey_responses/sugar-serve-review-12939757) --- #### What Are G2 Users Discussing About Sugar Serve? - [What is Sugar Serve used for?](https://www.g2.com/discussions/what-is-sugar-serve-used-for) - 1 upvote ## What Is Help Desk Software? [Customer Service Software](https://www.g2.com/categories/customer-service) ## What Software Categories Are Similar to Help Desk Software? - [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) - [Live Chat Software](https://www.g2.com/categories/live-chat) - [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms) --- ## How Do You Choose the Right Help Desk Software? ### What You Should Know About Help Desk Software ### Help desk software buying insights at a glance [Help desk software](https://www.g2.com/categories/help-desk) helps organizations manage and resolve customer, employee, and partner support inquiries across channels like email, chat, phone, and social media. These platforms centralize communication, automate ticket routing, enforce SLAs, and deliver insights through analytics. Organizations use help desk software for internal IT support, external customer service, SLA tracking, and workflow automation. Solutions vary from basic ticketing tools to enterprise-grade platforms with AI assistance, omnichannel engagement, and CRM integration. Some products are tailored for industries like healthcare, finance, or education. Most help desk tools are priced per user monthly or annually. Plans range from free tiers for small teams to enterprise solutions costing up to $6,000 per user/year. The average annual license cost is $672.52 (approximately $56 per user/month), based on G2 pricing data across 100 product editions. If you're evaluating help desk software, consider your team size, ticket volume, required integrations, support for customization, and deployment preferences. Ask vendors: - How flexible is the platform for custom workflows and reports? - What integrations are available (e.g., CRM, collaboration, ITSM)? - How well does the system perform under high ticket volumes? - What onboarding and support resources are offered? - Does the solution include AI or automation features to boost productivity? G2's top-rated helpdesk software currently includes Salesforce Service Cloud, Zoho Desk, Freshdesk, Zendesk Support Suite, and Intercom. ### What is help desk software? G2 defines [help desk software](https://www.g2.com/categories/help-desk) as a category of solutions designed to streamline the handling of customer, employee, and partner inquiries. These platforms consolidate support requests from email, chat, phone, social media, and other channels into a centralized queue, allowing teams to prioritize tickets based on urgency and complexity.  Essential capabilities typically include automated ticket routing, SLA management, knowledge base functionality, and analytics for tracking service performance. Help desk software, sometimes called service desk software, is part of the broader landscape of customer service and support tools. Demand continues to climb in response to growing expectations for swift, personalized support. Vendors in this sector are expanding feature sets to include AI-driven chatbots, omnichannel engagement options, and advanced workflow automation.  As a result, organizations benefit from improved resolution times, agent productivity, and deeper insights into support trends that inform strategic decision-making. According to current market estimates, the global help desk software sector reached a valuation of approximately $9.9 billion in 2021. Over the next decade, the market is poised to maintain a solid 9.4% CAGR, culminating in an estimated worth of nearly $26.8 billion by the end of 2032. ([_Source 1_](https://www.futuremarketinsights.com/reports/help-desk-software-market)) G2 currently covers 449 help desk products, with 2995 reviews published in the last 12 months. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies)) ### What are the top reviewed helpdesk software on G2? G2 scores the top-rated help desk tools based on a [proprietary algorithm](https://documentation.g2.com/docs/research-scoring-methodologies) that factors in real-user satisfaction ratings and popularity from review data. Here are the five highest-rated help desk products G2 for this category: #### 1. [SF Service Cloud](https://www.g2.com/products/salesforce-service-cloud/reviews) - Number of Reviews: 2,000 - Satisfaction: 96 - Market Presence: 99 - G2 Score: 98 #### 2. [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - Number of Reviews: 4,797 - Satisfaction: 99 - Market Presence: 92 - G2 Score: 95 #### 3. [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - Number of Reviews: 2,807 - Satisfaction: 95 - Market Presence: 88 - G2 Score: 91 #### 4. [Zendesk Support Suite](https://www.g2.com/products/zendesk-support-suite/reviews) - Number of Reviews: 3,797 - Satisfaction: 84 - Market Presence: 92 - G2 Score: 88 #### 5. [Intercom](https://www.g2.com/products/intercom/reviews) - Number of Reviews: 2,029 - Satisfaction: 87 - Market Presence: 83 - G2 Score: 85 These rankings are determined by combining verified user ratings and publicly available web search popularity data: - The **Satisfaction Score** measures user satisfaction with software products based on user feedback, review quality, quantity, and recency. It helps buyers easily understand how well a product meets user expectations. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies)) - The **Market Presence Score** measures a product's prominence in its market. It combines data from G2 user reviews and external sources, focusing primarily on product-specific factors to reflect real-world popularity and vendor influence. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies)) - G2 ranks products using a unique scoring system, the **G2 Score** , calculated from genuine user reviews, online data, and social signals. This score makes it easy to compare and evaluate different software products within each G2 category. ([_Source 2_](https://documentation.g2.com/docs/research-scoring-methodologies)) ### Help desk software pricing and cost considerations Most help desk software solutions on the market are priced on a subscription basis, with costs typically calculated per user per month. Help desk software pricing varies significantly depending on the vendor, scale, complexity, and deployment model. Pricing categories usually include: - Free tier: These [freemium offerings](https://www.g2.com/categories/help-desk/free) provide basic functionality, ideal for startups or small teams with limited support needs. They often include essential features such as ticket management and basic knowledge base tools, with restrictions on ticket volumes, integrations, or advanced support capabilities. - Entry-level and mid-market tiers: Aimed at small to mid-sized organizations, these solutions come with moderate feature sets and are typically priced per user per month. They usually cover essential multi-channel support (email, chat, etc.), standard reporting, and [basic automation](https://www.g2.com/categories/help-desk/f/response-automation). According to G2 data covering 45 products across 100 editions, the average annual license cost is about $672.52—roughly $56 per user per month. - Enterprise-level tiers: These comprehensive and highly customizable platforms offer advanced features, such as AI-assisted support, multiple inbox management, extensive automation, deep analytics, and enhanced security. Enterprise-level solutions include premium support, customizable workflows, [voice capabilities](https://www.g2.com/categories/help-desk/f/voice), and [SLA guarantees](https://www.g2.com/categories/help-desk/f/sla-management). High-end offerings can cost up to approximately $6,000 per user per year. Most service desk software solutions are priced per user monthly, though annual payment options are also commonly available. Organizations should carefully evaluate the Total Cost of Ownership (TCO), considering hidden costs such as onboarding, integrations, training, and ongoing technical support. Additional factors such as hardware expenses, IT resources, and maintenance requirements must be considered for on-premises deployments. ### Types of help desk software on G2 Helpdesk software solutions typically fall into the following categories, each with distinctive functionalities suited to specific support and service management needs: - Ticketing systems: These tools focus on centralizing support requests by converting them into actionable tickets, automating workflows, and providing tracking and reporting mechanisms to ensure issues are prioritized and resolved efficiently. - [IT service management (ITSM) solutions](https://www.g2.com/categories/it-service-management-itsm-tools): ITSM tools integrate comprehensive IT service processes, including incident, problem, and change management, often leveraging frameworks like ITIL to streamline overall service delivery and asset management. - Cloud-based help desk software: Such solutions are delivered via the cloud for scalable, always-accessible support platforms that reduce on-premise maintenance and offer flexible subscription models, seamless updates, and integration capabilities. - On-premise help desk software: Installed and managed locally, such products offer high customization and data control for organizations with stringent security or regulatory requirements. They also require an upfront investment in hardware and ongoing maintenance. - Integrated help desk and CRM solutions: Such tools merge core help desk capabilities with [customer relationship management tools](https://www.g2.com/categories/crm) to provide a unified view of customer interactions, aiding support efficiency and overall relationship management. - [Self-service portals](https://www.g2.com/categories/customer-self-service) and [knowledge base systems](https://www.g2.com/categories/knowledge-base-software): These systems empower users to resolve common issues independently through well-organized knowledge bases, FAQs, and community forums, often supplemented with automation and chatbots for immediate assistance. - [Mobile help desk solutions](https://www.g2.com/categories/help-desk/f/mobile-user-support): These solutions enable support agents and customers to manage tickets, communicate, and track service requests through dedicated mobile applications, thus facilitating on-the-go productivity and quick notifications. - Specialized help desk software: Tailored to meet industry-specific requirements, these solutions include specialized compliance tools, advanced security measures, and custom workflows designed to address unique operational processes within healthcare, finance, and more. ### Top help desk software features rated by G2 reviewers Most help desk solutions include foundational capabilities for organizing and addressing user inquiries. These range from basic ticket routing to self-service tools, helping customer support teams handle various communication channels, automate repetitive tasks, and monitor performance. #### Core help desk software features - Ticket management: Tracks the lifecycle of customer support requests or IT incidents from creation to resolution. This includes automated routing, prioritization, and [collaboration tools to ensure tickets reach the right agents](https://www.g2.com/categories/help-desk/f/ticket-collaboration). - Knowledge base management: Enables creating, updating, and maintaining a repository of informational articles or FAQs. This resource helps end users find quick answers and minimizes repetitive inquiries directed to agents. #### Highly rated common help desk software features - [Live chat](https://www.g2.com/categories/help-desk/f/chat-live-support): This service provides real-time messaging capabilities for immediate customer support and faster resolution times. Many buyers report that live chat has a high impact on customer satisfaction. - Alerts/escalation: Automatically send notifications when tickets meet specific criteria, such as reaching an SLA threshold or requiring higher-level assistance. This helps keep response times in check and prevents issues from being overlooked. - Generative AI: Offers AI-powered text generation and summarization to expedite drafting replies or condense lengthy documentation. This feature is increasingly valued for saving time and improving consistency. - Reporting & analytics: Delivers insights into metrics like response times, resolution rates, and customer satisfaction. Buyers often rely on analytical tools to identify bottlenecks and track support efficiency. - Multi-channel communication: Consolidates requests from phone, email, [social media](https://www.g2.com/categories/help-desk/f/social-integration), and other channels into a single dashboard. Having a unified view of customer interactions is crucial for seamless support. - User roles & access controls: Restricts data visibility and system functions based on defined roles or permissions. This ensures sensitive information remains protected while allowing easy collaboration. - Self-service portal: This empowers end users to submit and track their own tickets, access knowledge base content, and even engage with community forums. Many organizations find that self-service options reduce agent workload and improve user autonomy. Additional capabilities may include [email-to-case conversion](https://www.g2.com/categories/help-desk/f/email-to-case), [attachments and screencast sharing](https://www.g2.com/categories/help-desk/f/attachments-screencasts), and [customer and contact database features](https://www.g2.com/categories/help-desk/f/customer-and-contacts-database). ### Top service desk software benefits identified by G2 reviewers Effective help desk software implementation offers multiple strategic benefits, including: **Improved ticket resolution & efficiency:** Help desk software streamlines ticket routing and management, ensuring rapid response times and swift issue resolution. _“The tool handles ticket assignments and basic replies, saving me hours weekly. It’s benefiting me by giving me more time to focus on solving customer problems instead of just organizing them, and my response times have improved so much that my customers are noticeably happier”_ - [Ayush C., Founder](https://www.g2.com/products/zoho-desk/reviews/zoho-desk-review-10951396). **Effective automation & SLA management:** Service desk tools help with automated responses, proactive SLA tracking, and escalation processes that maintain consistent service quality and prevent delays. _“Its automation features handle repetitive tasks, freeing the team to focus on complex customer needs. This has increased team productivity, customer satisfaction, and more efficient management of high support volumes.”_ - [Jenny P., Senior Operations Manager](https://www.g2.com/products/freshdesk/reviews/freshdesk-review-10742210). **Actionable reporting & analytics:** Helpdesk tools offer comprehensive dashboards and reporting features that deliver insights into performance metrics, supporting data-driven decision-making and continuous improvement. “_The integration with our existing systems has been seamless, and the dashboards and reporting capabilities provide helpful insights into our customer service performance._” - [Eric A., Customer Service Manager](https://www.g2.com/products/salesforce-service-cloud/reviews/salesforce-service-cloud-review-10415064). **User-friendly interface & ease of use:** G2 reviewers also report that an intuitive design for service desk software minimizes training needs and accelerates agent adoption, contributing to smoother daily operations. _“The interface is clean and very easy to navigate, the user guide is easy to follow, and the training process is less than 2 days.”_ - [Jennifer C., Client Services Senior Lead](https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-9874966). ### Top help desk tools challenges identified by G2 reviewers Navigating help desk software requires careful consideration of potential obstacles. Insights gathered from user reviews on G2 reveal several recurring challenges that can significantly impact the software’s effectiveness and overall return on investment. Understanding these issues—and knowing the right questions to ask vendors—empowers buyers to make more informed decisions. **1. Customization complexity & limited flexibility:** Reviewers frequently express concerns over tailoring workflows, dashboards, and interfaces to match their unique business processes. This rigidity can hamper operational efficiency and obstruct the desired level of personalization. - **Essential questions to ask your help desk software vendor:** How configurable is the platform for custom workflows and reporting? Can the helpdesk solution evolve with changing business processes without requiring extensive custom code? - **How to overcome the challenge:** Look for service desk platforms that offer modular, scalable customization options. A flexible architecture allows for incremental enhancements and ensures the tool remains adaptable to future needs. **2. Performance under high ticket volumes:** As support teams handle increasing inquiries, some help desk tools experience performance slowdowns or bottlenecks—especially during peak periods. This can negatively affect response times and overall productivity. - **Essential questions to ask your help desk software vendor:** What performance benchmarks are available for high-volume environments? How does the system maintain speed and responsiveness during peak times? - **How to overcome the challenge:** Evaluate help desk solutions with proven scalability, robust infrastructure, and real-world performance metrics in similar operational settings. Testing under simulated high-load conditions during pilot phases can provide valuable assurance. **3. Integration limitations:** Many help desk reviewers express disappointment regarding the difficulty of integrating with legacy systems. Non-standard third-party tools can disrupt a unified customer support ecosystem, leading to fragmented data and inefficiencies in workflow. - **Essential questions to ask your help desk software vendor:** Can you provide examples of integrations with popular CRM, collaboration, and ITSM tools? How does the solution handle integrations with older or custom systems? - **How to overcome the challenge:** Choose help desk platforms with a comprehensive API ecosystem and flexible integration capabilities that minimize the need for complex, custom integrations. ### What is help desk software used for? Analysis of help desk software reviews reveals the following common scenarios: - **Internal IT support:** Organizations use help desk tools to track and resolve internal IT incidents and service requests, ensuring that technical issues are addressed quickly and internal operations remain smooth. - **Customer service & support:** Businesses rely on these platforms to manage external customer inquiries by consolidating communications from email, live chat, social media, and other channels into a single ticketing system. This centralization ensures customer issues are captured, prioritized, and resolved efficiently. - **Multi-channel communication management:** Reviewers say help desk software streamlines interactions across multiple communication channels, such as phone, email, chat, and social media, ensuring that support teams have a unified view of all customer engagements and can respond effectively to each query. - **Workflow automation and SLA tracking:** Reviewers highlight the importance of automated ticket routing, real-time notifications, and strict SLA management in maintaining high support quality. ### Who uses helpdesk software? Help desk software users span various roles, from frontline support staff to strategic decision-makers. Based on G2 reviewer demographics, typical users include customer support managers, IT managers/administrators, and service desk analysts/technicians, with additional participation from directors of operations and business owners. Common industries include technology/SaaS, e-commerce/retail, and financial services, with significant representation in telecommunications, education, and healthcare. ### Common service desk software integrations Extensive user review data reveals that help desk solutions are frequently integrated with several key categories of software to enhance operational efficiency and create a unified support environment: - **CRM systems:** Integration with [customer relationship management platforms](https://www.g2.com/categories/crm) provides a unified view of customer interactions. This enables support teams to access comprehensive customer profiles and historical data, ensuring that every support case is handled with full context. - **Collaboration & communication platforms:** Connecting help desk software with [internal messaging and collaboration tools](https://www.g2.com/categories/internal-communications) streamlines communication among support teams. This integration facilitates real-time ticket updates and collaborative problem-solving, leading to faster resolution times and improved team coordination. - **Email platforms & automation tools:** Integrations with widely used [email](https://www.g2.com/categories/email) and automation systems allow for automatically converting incoming messages into support tickets. This reduces manual entry, maintains consistency in communication, and ensures that customer inquiries are efficiently tracked across channels. - **Workflow and custom integration tools:** Help desk software can synchronize data across various applications, such as [project management](https://www.g2.com/categories/project-management) and [analytics tools](https://www.g2.com/categories/analytics-platforms), by leveraging flexible integration methods and workflow automation technologies. This enhances overall operational visibility and supports more efficient, data-driven decision-making. - **Additional integrations:** Many users also value connections with other [task management](https://www.g2.com/categories/task-management-software) and [business intelligence tools](https://www.g2.com/categories/business-intelligence), further streamlining processes and ensuring that support performance aligns closely with broader organizational objectives. ### Future of helpdesk software - **AI-powered automation and predictive support:** Helpdesk software is becoming increasingly intelligent, with AI and [machine learning](https://www.g2.com/articles/what-is-machine-learning) driving automation, faster ticket resolution, and smarter self-service. AI tools can prioritize tickets, suggest solutions, and even resolve routine issues autonomously, freeing up agents for complex queries. Predictive analytics will help identify recurring problems before they escalate, improving uptime and customer trust. ([_Source 3_](https://www.manageengine.com/products/service-desk/help-desk-software/future-help-desk-support-trends.html)) - **Omnichannel and conversational experiences:** Future-ready helpdesks will seamlessly integrate chat, email, social media, and voice into a unified interface. Conversational AI will humanize interactions, reduce friction, and offer 24/7 support. ([_Source 4_](https://www.zendesk.com/newsroom/press-releases/cx-trends-2024)) - **Mobility and remote support:** With the rise of hybrid work, mobile-first helpdesk apps will enable technicians to manage tickets and provide real-time support anywhere, increasing agility and responsiveness. ([_Source 3_](https://www.manageengine.com/products/service-desk/help-desk-software/future-help-desk-support-trends.html)) ### Sources 1. [Help Desk Software Market Analysis – Demand & Forecast 2022-2032](https://www.futuremarketinsights.com/reports/help-desk-software-market), Future Market Insights. 2. G2 reviews data: G2 reviews are sourced from verified software users and factor in satisfaction ratings, market presence, and real-time popularity data. Rankings in this guide are based on an analysis of G2 user reviews published within the last 12 months. For more details, read [G2’s full scoring methodology](https://documentation.g2.com/docs/research-scoring-methodologies). 3. [Future of help desk support](https://www.manageengine.com/products/service-desk/help-desk-software/future-help-desk-support-trends.html), ManageEngine. 4. [AI ushers in era of intelligent CX, fuels massive industry transformation](https://www.zendesk.com/newsroom/press-releases/cx-trends-2024)​, Zendesk. ### --- ## What Are the Most Common Questions About Help Desk Software? *AI-generated · Last updated: June 3, 2026* ### Most recommended tech support software for medium-sized apps Based on G2 reviews, several products in the Help Desk category are repeatedly described as strong fits for organized ticketing, automation, and multichannel support. - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service) — scalable ticketing and automation workflows. - [Zoho Desk](https://www.g2.com/products/zoho-desk) — centralized support with follow-up visibility. - [Freshdesk](https://www.g2.com/products/freshdesk) — easy adoption with strong ticket organization. - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub) — centralized customer context and ticketing. ### Best help desk software for small business IT support Based on G2 reviews, buyers looking at help desk software for small business IT support often focus on ease of setup, ticket organization, and automation. - [Freshdesk](https://www.g2.com/products/freshdesk) — centralized ticketing with easy setup. - [Zoho Desk](https://www.g2.com/products/zoho-desk) — structured follow-up and visibility tools. - [Freshservice](https://www.g2.com/products/freshservice) — asset visibility with IT request workflows. - [Atera](https://www.g2.com/products/atera) — remote support with ticket management. ### Best customer support service software for software industries Based on G2 reviews, buyers in software environments often prioritize multichannel support, workflow automation, and visibility into customer history. - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service) — omnichannel support with strong automation. - [Freshdesk](https://www.g2.com/products/freshdesk) — centralized support for growing teams. - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub) — unified customer context and ticketing. - [Gorgias](https://www.g2.com/products/gorgias) — centralized conversations with ecommerce context. ### What are the most important features in help desk tools According to verified users, the most important features in help desk tools are centralized ticket management, easy routing, automation, and visibility into customer history. Reviewers repeatedly mention that teams want one place for email, chat, calls, and support requests so work does not get lost between channels. Automation for assigning tickets, sending updates, and reducing repetitive work is also a recurring priority. Many reviews highlight reporting, dashboards, and knowledge base functionality as important for improving consistency and helping teams respond faster. Ease of setup and usability also matter because support teams need tools they can adopt quickly without creating more administrative work. ### How do teams use Help Desk for ticket management G2 reviewers mention that teams use Help Desk platforms to collect requests from multiple channels, convert them into trackable tickets, and keep ownership clear through the full resolution process. Common workflows include assigning tickets to the right queue or agent, adding internal notes, using macros for repeat issues, and checking customer history before replying. Reviews also describe teams using dashboards and status views to monitor open work, prioritize urgent issues, and avoid duplicate responses. Across recent feedback, ticket management is often tied to faster handoffs, clearer accountability, and less time spent switching between inboxes, chats, and separate systems.