Enterprise Grid® for Help Desk Software
Help Desk Software Definition
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.
Enterprise Help Desk Grid® Scoring Description
Products shown on the Enterprise Grid® for Help Desk have received a minimum of 10 reviews/ratings in
data gathered by March 01, 2022. Products are ranked by customer satisfaction (based on user reviews) and market
presence (based on market share, seller size, and social impact) and placed into four categories on the
Grid®:
- Products in the Leader quadrant are rated highly by G2 users and have substantial Market Presence scores. Leaders include: Zendesk Support Suite, Freshdesk, Salesforce Service Cloud, Zoho Desk, LiveChat, Gladly, Intercom, Jira Service Management, and Sprinklr Modern Care
- High Performing products have high customer Satisfaction scores and low Market Presence compared to the rest of the category. High Performers include: Front, Rescue, LiveAgent, Kustomer, OTRS, TeamSupport, Hiver, and LiveZilla
- Contender products have relatively low customer Satisfaction scores and high Market Presence compared to the rest of the category. While they may have positive reviews, they do not have enough reviews to validate those ratings. Contenders include: HubSpot Service Hub, ServiceNow Customer Service Management, and Oracle Service Cloud (formerly RightNow)
- Niche products have relatively low Satisfaction scores and low Market Presence compared to the rest of the category. While they may have positive reviews, they do not have enough reviews to validate those ratings. Niche products include: ManageEngine ServiceDesk Plus, Incident IQ, LiveHelpNow, Helpshift, Help Scout, HappyFox Help Desk, Jitbit Helpdesk, Track-It!, CRMdesk, Kayako, Issuetrak, and Vivantio
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in any form without G2’s prior written permission. While the information in this report has been
obtained from sources believed to be reliable, G2 disclaims all warranties as to the accuracy,
completeness, or adequacy of such information and shall have no liability for errors, omissions, or inadequacies in such information.
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