Reviews Summary: Help Desk Software with SLA Management Features
Currently there are 35 Help Desk software products with SLA Management features listed on G2, and together they have generated 17,730 total reviews. These reviews are generated using the qualitative and quantitative feedback from G2 members who have used these software products.
G2 users review Help Desk software products based on criteria relating to user experience, setup, and support. Below you will find how users rated the 35 Help Desk software products that have SLA Management features based on those criteria:
- Ease of Use: 8.7/10 average user rating
- Quality of Support: 8.7/10 average user rating
- Ease of Setup: 8.4/10 average user rating
To help you compare and find the best Help Desk software product with the right SLA Management functionality for your business, we have gathered some additional details and FAQs below.
What Help Desk products with SLA Management features have the most reviews and are the highest-rated?
Based on quantity of reviews and average ratings, these are the most popular Help Desk software products with SLA Management capabilities according to G2 users:
- Zoho Desk is rated 4.4-stars and has 4,670 reviews
- Zendesk Support Suite is rated 4.3-stars and has 3,637 reviews
- Freshdesk is rated 4.4-stars and has 2,491 reviews
- Intercom is rated 4.5-stars and has 1,869 reviews
- LiveAgent is rated 4.5-stars and has 1,045 reviews
What Help Desk software products with SLA Management capabilities are the most liked according to G2 users?
Based on the G2 ratings scale and regardless of review count, these are the highest-rated Help Desk software products with SLA Management capabilities:
- Front is rated 4.7-stars with 600 reviews.
- Hiver is rated 4.6-stars with 393 reviews.
- Gladly is rated 4.7-stars with 298 reviews.
- GrooveHQ is rated 4.6-stars with 121 reviews.
- Vision Helpdesk is rated 4.7-stars with 68 reviews.
Which software products with SLA Management features are the highest rated on G2?
These are the Help Desk software products offering SLA Management capabilities and have the highest ratings:
- Front has received 600 reviews and is rated 4.7-stars.
- Gladly has received 298 reviews and is rated 4.7-stars.
- Vision Helpdesk has received 68 reviews and is rated 4.7-stars.
- Hiver has received 393 reviews and is rated 4.6-stars.
- GrooveHQ has received 121 reviews and is rated 4.6-stars.
Review Snippets for Help Desk Software with SLA Management Features
Below are questions we ask of all Help Desk software users on G2. The answers are specific to the most popular software products that offer SLA Management capabilities. These user responses provide more insight into the most-reviewed Help Desk software and their SLA Management features listed on G2.
| Questions | Responses |
|---|---|
| Here is what users liked best about Help Desk software with SLA Management features. |
Zoho Desk: "When our agency implemented ZOHO we used support a lot and I mean a lot. They were quick, polite, and accurate."
- William S., Director of Digital Media at iSynergy, Small-Business (50 or fewer emp.)
Zendesk Support Suite: "I love that it will add a support ticket as soon as you answer the call. i like that it will give their phone # if you get disconnected somehow."
- Elissa G., Customer Service Representative at SEI LLC, Mid-Market (51-1000 emp.)
Intercom: "Very simple to integrate with your platform and website. You dont need to waste any time and energy in trying to figure it out."
- Zlatan D., Account Manager with SalesIntel.io helping clients grow their business and crush their goals || Startup || Growth || DaaS || SaaS, Small-Business (50 or fewer emp.)
|
| Here is what users liked least about Help Desk software with SLA Management features. |
Zendesk Support Suite: "It was not very user-friendly. Any new agents that were introduced to it thought it was very hard to customize settings and in addition, the response time from the support team was not that great."
- Yusuf R., Customer Success Manager at PolicyMedical Inc., Small-Business (50 or fewer emp.)
Zoho Desk: "There is no way to get the ticket number removed from the email subject line."
- Anthony R., Sales and Marketing Director at Benefit Comply, LLC, Small-Business (50 or fewer emp.)
Freshdesk: "We been super happy for a year using Freshdesk afterwords everything went south. We started experienced performance issues and stability problems both on Freshphone system and support desk end."
- John B., System Analyst at Tacton, Small-Business (50 or fewer emp.)
|
| These are what users recommend to others considering popular Help Desk software products with SLA Management capabilities. |
Zendesk Support Suite: "The trigger feature should be improve, there should be more trigger for pricing"
- Fred C., 👉 Product Manager & Digital Projects chez Eloquant.com ⭐ Blog ConseilsMarketing.com 📕 Auteur du livre "Le Growth Hacking" 📧 1 astuce pour trouver + de clients tous les 2 jours sur bit.ly/100conseilsmarketing, Mid-Market (51-1000 emp.)
Zoho Desk: "Esay to set up great pricing and support"
- William S., Director of Digital Media at iSynergy, Small-Business (50 or fewer emp.)
Freshdesk: "make sure it integrates with your CRM / Project Management Software."
- Mike L., 🚀 Website Creator // LEGO Nerd // Eagle Scout // Speaker // BNI // Founder @ Eternity, Small-Business (50 or fewer emp.)
|
| These are the problems users said the software was solving and how it is benefitting them. |
Zoho Desk: "They made the transition to ZOHO very easy answering all of our questions and concerns."
- William S., Director of Digital Media at iSynergy, Small-Business (50 or fewer emp.)
Zendesk Support Suite: "Sizing issues, orders missing, shipping delays, defective items, etc."
- Elissa G., Customer Service Representative at SEI LLC, Mid-Market (51-1000 emp.)
Intercom: "Incoming and outgoing conversations with our clients."
- Zlatan D., Account Manager with SalesIntel.io helping clients grow their business and crush their goals || Startup || Growth || DaaS || SaaS, Small-Business (50 or fewer emp.)
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