Best Help Desk Software - Page 2

JL
Researched and written by Jeffrey Lin

Help desk software is a tool used to organize, manage, and respond to service-related requests from internal and external sources. Customer inquiries are typically submitted via multiple channels, including email, phone, or social media. Customer service teams use the best help desk software tools to streamline support processes and provide analytics into customer engagement across all communication channels.

These products may contain additional customer self-service and social customer service integrations or live chat software modules.

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

Best Help Desk Software At A Glance

Leader:
Salesforce Service Cloud
Salesforce Service Cloud
Highest Performer:
Glassix
Glassix
Best Contender:
Jira Service Management
Jira Service Management
Most Niche:
Sugar Serve
Sugar Serve
Most Trending:
Atera
Atera
Show LessShow More
Best Contender:
Jira Service Management
Jira Service Management
Most Niche:
Sugar Serve
Sugar Serve
Most Trending:
Atera
Atera

G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.

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449 Listings in Help Desk Available
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    G2 Score
Gorgias
(520)4.6 out of 5
Optimized for quick response
View top Consulting Services for Gorgias
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Entry Level Price:$10.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries throughout the entire customer journey. Gorgias's AI Agent acts as a super-agent on the bran

    Users
    • Customer Service Representative
    • Customer Service Manager
    Industries
    • Retail
    • Apparel & Fashion
    Market Segment
    • 82% Small-Business
    • 17% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Gorgias Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    10
    Integrations
    10
    Customer Support
    8
    Easy Integrations
    6
    Easy Access
    5
    Cons
    Expensive
    5
    Bugs
    4
    Ticketing Issues
    3
    Update Issues
    3
    Data Management
    2
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Gorgias features and usability ratings that predict user satisfaction
    9.4
    Has the product been a good partner in doing business?
    Average: 8.9
    8.9
    Workflow
    Average: 8.6
    8.6
    Customization
    Average: 8.4
    9.0
    Customer Portal
    Average: 8.6
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Gorgias
    Company Website
    Year Founded
    2015
    HQ Location
    San Francisco, California
    Twitter
    @gorgiasio
    3,718 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    472 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries throughout the entire customer journey. Gorgias's AI Agent acts as a super-agent on the bran

Users
  • Customer Service Representative
  • Customer Service Manager
Industries
  • Retail
  • Apparel & Fashion
Market Segment
  • 82% Small-Business
  • 17% Mid-Market
Gorgias Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
10
Integrations
10
Customer Support
8
Easy Integrations
6
Easy Access
5
Cons
Expensive
5
Bugs
4
Ticketing Issues
3
Update Issues
3
Data Management
2
Gorgias features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 8.9
8.9
Workflow
Average: 8.6
8.6
Customization
Average: 8.4
9.0
Customer Portal
Average: 8.6
Seller Details
Seller
Gorgias
Company Website
Year Founded
2015
HQ Location
San Francisco, California
Twitter
@gorgiasio
3,718 Twitter followers
LinkedIn® Page
www.linkedin.com
472 employees on LinkedIn®
Helpdesk 365
(146)4.7 out of 5
Save to My Lists
Entry Level Price:Starting at $11.99
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Helpdesk 365 is an advanced ticketing and service management solution designed specifically for businesses using Microsoft Teams and SharePoint. This platform is built natively on the Microsoft 365 ec

    Users
    No information available
    Industries
    • Insurance
    • Computer & Network Security
    Market Segment
    • 75% Mid-Market
    • 14% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Helpdesk 365 Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    91
    Customer Support
    51
    Ticket Management
    40
    Features
    39
    Helpful
    35
    Cons
    Learning Curve
    13
    Ticketing Issues
    11
    Steep Learning Curve
    9
    Limited Functionality
    8
    Limited Customization
    7
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Helpdesk 365 features and usability ratings that predict user satisfaction
    9.2
    Has the product been a good partner in doing business?
    Average: 8.9
    9.0
    Workflow
    Average: 8.6
    9.0
    Customization
    Average: 8.4
    8.8
    Customer Portal
    Average: 8.6
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    CubicLogics
    Company Website
    Year Founded
    2015
    HQ Location
    Wilmington, US
    Twitter
    @cubiclogics
    15 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    96 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Helpdesk 365 is an advanced ticketing and service management solution designed specifically for businesses using Microsoft Teams and SharePoint. This platform is built natively on the Microsoft 365 ec

Users
No information available
Industries
  • Insurance
  • Computer & Network Security
Market Segment
  • 75% Mid-Market
  • 14% Enterprise
Helpdesk 365 Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
91
Customer Support
51
Ticket Management
40
Features
39
Helpful
35
Cons
Learning Curve
13
Ticketing Issues
11
Steep Learning Curve
9
Limited Functionality
8
Limited Customization
7
Helpdesk 365 features and usability ratings that predict user satisfaction
9.2
Has the product been a good partner in doing business?
Average: 8.9
9.0
Workflow
Average: 8.6
9.0
Customization
Average: 8.4
8.8
Customer Portal
Average: 8.6
Seller Details
Seller
CubicLogics
Company Website
Year Founded
2015
HQ Location
Wilmington, US
Twitter
@cubiclogics
15 Twitter followers
LinkedIn® Page
www.linkedin.com
96 employees on LinkedIn®
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ServiceNow Customer Service Management
(174)4.4 out of 5
View top Consulting Services for ServiceNow Customer Service Management
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    ServiceNow's Customer Service Management (CSM) transforms customer service experiences with AI-powered workflows and AI agents that help you accelerate customer self-service, boost agent productivity,

    Users
    No information available
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 57% Enterprise
    • 26% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • ServiceNow Customer Service Management Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Case Management
    7
    Features
    7
    Ease of Use
    5
    Centralization
    3
    Simple
    3
    Cons
    Complexity
    5
    Not Intuitive
    3
    Complex Administration
    2
    Complex Setup
    2
    Difficult Setup
    2
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • ServiceNow Customer Service Management features and usability ratings that predict user satisfaction
    8.6
    Has the product been a good partner in doing business?
    Average: 8.9
    8.9
    Workflow
    Average: 8.6
    8.3
    Customization
    Average: 8.4
    8.7
    Customer Portal
    Average: 8.6
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    ServiceNow
    Company Website
    Year Founded
    2004
    HQ Location
    Santa Clara, CA
    Twitter
    @servicenow
    51,293 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    29,567 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

ServiceNow's Customer Service Management (CSM) transforms customer service experiences with AI-powered workflows and AI agents that help you accelerate customer self-service, boost agent productivity,

Users
No information available
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 57% Enterprise
  • 26% Mid-Market
ServiceNow Customer Service Management Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Case Management
7
Features
7
Ease of Use
5
Centralization
3
Simple
3
Cons
Complexity
5
Not Intuitive
3
Complex Administration
2
Complex Setup
2
Difficult Setup
2
ServiceNow Customer Service Management features and usability ratings that predict user satisfaction
8.6
Has the product been a good partner in doing business?
Average: 8.9
8.9
Workflow
Average: 8.6
8.3
Customization
Average: 8.4
8.7
Customer Portal
Average: 8.6
Seller Details
Seller
ServiceNow
Company Website
Year Founded
2004
HQ Location
Santa Clara, CA
Twitter
@servicenow
51,293 Twitter followers
LinkedIn® Page
www.linkedin.com
29,567 employees on LinkedIn®
Pylon
(50)4.9 out of 5
8th Easiest To Use in Help Desk software
Save to My Lists
Entry Level Price:$59.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 comp

    Users
    • CEO
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 86% Small-Business
    • 14% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Pylon Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    25
    Customer Support
    22
    Features
    18
    Helpful
    18
    Integrations
    18
    Cons
    Limited Features
    8
    Limited Integrations
    5
    Steep Learning Curve
    5
    Integration Issues
    4
    Lack of Integrations
    3
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Pylon features and usability ratings that predict user satisfaction
    9.6
    Has the product been a good partner in doing business?
    Average: 8.9
    9.7
    Workflow
    Average: 8.6
    8.6
    Customization
    Average: 8.4
    9.6
    Customer Portal
    Average: 8.6
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Pylon
    Company Website
    HQ Location
    San Francisco, CA
    LinkedIn® Page
    www.linkedin.com
    68 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 comp

Users
  • CEO
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 86% Small-Business
  • 14% Mid-Market
Pylon Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
25
Customer Support
22
Features
18
Helpful
18
Integrations
18
Cons
Limited Features
8
Limited Integrations
5
Steep Learning Curve
5
Integration Issues
4
Lack of Integrations
3
Pylon features and usability ratings that predict user satisfaction
9.6
Has the product been a good partner in doing business?
Average: 8.9
9.7
Workflow
Average: 8.6
8.6
Customization
Average: 8.4
9.6
Customer Portal
Average: 8.6
Seller Details
Seller
Pylon
Company Website
HQ Location
San Francisco, CA
LinkedIn® Page
www.linkedin.com
68 employees on LinkedIn®
Sobot Omnichannel Suite
(77)4.9 out of 5
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Sobot is a global leader in contact center solutions, offering a versatile platform that includes chatbot functionality, live chat, voice support, ticketing systems, messaging, and the WhatsApp Busine

    Users
    • Founder
    Industries
    • Information Technology and Services
    • Apparel & Fashion
    Market Segment
    • 44% Small-Business
    • 36% Mid-Market
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Sobot is a customer relationship management tool that provides features for handling customer interactions, managing tickets, and integrating with other systems.
    • Users like Sobot's user-friendly interface, robust features, seamless integration with CRM systems, and its ability to handle high call volumes with intelligent routing.
    • Users mentioned that network hitches can cause delays and disruptions in customer interactions, leading to long wait times and negative customer experiences.
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Sobot Omnichannel Suite Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Helpful
    20
    Time-saving
    16
    Customer Support
    15
    Features
    15
    Integrations
    15
    Cons
    Expensive
    4
    Cost
    2
    Learning Curve
    2
    Limited Customization
    2
    Long Wait Times
    2
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Sobot Omnichannel Suite features and usability ratings that predict user satisfaction
    10.0
    Has the product been a good partner in doing business?
    Average: 8.9
    10.0
    Workflow
    Average: 8.6
    9.9
    Customization
    Average: 8.4
    9.8
    Customer Portal
    Average: 8.6
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Sobot
    HQ Location
    Singapore, SG
    LinkedIn® Page
    www.linkedin.com
    44 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Sobot is a global leader in contact center solutions, offering a versatile platform that includes chatbot functionality, live chat, voice support, ticketing systems, messaging, and the WhatsApp Busine

Users
  • Founder
Industries
  • Information Technology and Services
  • Apparel & Fashion
Market Segment
  • 44% Small-Business
  • 36% Mid-Market
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Sobot is a customer relationship management tool that provides features for handling customer interactions, managing tickets, and integrating with other systems.
  • Users like Sobot's user-friendly interface, robust features, seamless integration with CRM systems, and its ability to handle high call volumes with intelligent routing.
  • Users mentioned that network hitches can cause delays and disruptions in customer interactions, leading to long wait times and negative customer experiences.
Sobot Omnichannel Suite Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Helpful
20
Time-saving
16
Customer Support
15
Features
15
Integrations
15
Cons
Expensive
4
Cost
2
Learning Curve
2
Limited Customization
2
Long Wait Times
2
Sobot Omnichannel Suite features and usability ratings that predict user satisfaction
10.0
Has the product been a good partner in doing business?
Average: 8.9
10.0
Workflow
Average: 8.6
9.9
Customization
Average: 8.4
9.8
Customer Portal
Average: 8.6
Seller Details
Seller
Sobot
HQ Location
Singapore, SG
LinkedIn® Page
www.linkedin.com
44 employees on LinkedIn®
Read Sobot Omnichannel Suite Reviews
Capacity
(56)4.8 out of 5
Save to My Lists
Entry Level Price:Starting at $6,000.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    About Capacity: As support costs continue to rise, support teams are often overburdened, struggling to maintain service levels with increasing ticket volumes, and facing pressure to find cost-effectiv

    Users
    No information available
    Industries
    • Financial Services
    • Banking
    Market Segment
    • 41% Mid-Market
    • 38% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Capacity Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Easy Setup
    4
    Customer Support
    2
    Ease of Use
    2
    Features
    2
    AI Efficiency
    1
    Cons
    Email Communication Issues
    2
    Limited Features
    2
    Missing Features
    2
    Bugs
    1
    Chat Functionality
    1
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Capacity features and usability ratings that predict user satisfaction
    9.8
    Has the product been a good partner in doing business?
    Average: 8.9
    9.3
    Workflow
    Average: 8.6
    9.2
    Customization
    Average: 8.4
    9.4
    Customer Portal
    Average: 8.6
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Capacity
    Year Founded
    2017
    HQ Location
    University City, Missouri
    Twitter
    @GoCapacity
    522 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    150 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

About Capacity: As support costs continue to rise, support teams are often overburdened, struggling to maintain service levels with increasing ticket volumes, and facing pressure to find cost-effectiv

Users
No information available
Industries
  • Financial Services
  • Banking
Market Segment
  • 41% Mid-Market
  • 38% Small-Business
Capacity Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Easy Setup
4
Customer Support
2
Ease of Use
2
Features
2
AI Efficiency
1
Cons
Email Communication Issues
2
Limited Features
2
Missing Features
2
Bugs
1
Chat Functionality
1
Capacity features and usability ratings that predict user satisfaction
9.8
Has the product been a good partner in doing business?
Average: 8.9
9.3
Workflow
Average: 8.6
9.2
Customization
Average: 8.4
9.4
Customer Portal
Average: 8.6
Seller Details
Seller
Capacity
Year Founded
2017
HQ Location
University City, Missouri
Twitter
@GoCapacity
522 Twitter followers
LinkedIn® Page
www.linkedin.com
150 employees on LinkedIn®
Read Capacity Reviews
CommBox
(50)4.7 out of 5
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    CommBox is an enterprise-grade AI omnichannel customer experience platform that enables brands to engage customers across all channels from a single interface, leveraging omnichannel communication, di

    Users
    No information available
    Industries
    No information available
    Market Segment
    • 44% Mid-Market
    • 36% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • CommBox Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Features
    5
    Automation
    4
    Customer Support
    4
    Ease of Use
    4
    Helpful
    4
    Cons
    Complex Platform
    2
    Complexity
    1
    Complex Setup
    1
    Cost
    1
    Delay Issues
    1
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • CommBox features and usability ratings that predict user satisfaction
    9.7
    Has the product been a good partner in doing business?
    Average: 8.9
    10.0
    Workflow
    Average: 8.6
    10.0
    Customization
    Average: 8.4
    10.0
    Customer Portal
    Average: 8.6
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    CommBox
    Year Founded
    2013
    HQ Location
    Glil-Yam, Hasharon
    LinkedIn® Page
    www.linkedin.com
    118 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

CommBox is an enterprise-grade AI omnichannel customer experience platform that enables brands to engage customers across all channels from a single interface, leveraging omnichannel communication, di

Users
No information available
Industries
No information available
Market Segment
  • 44% Mid-Market
  • 36% Small-Business
CommBox Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Features
5
Automation
4
Customer Support
4
Ease of Use
4
Helpful
4
Cons
Complex Platform
2
Complexity
1
Complex Setup
1
Cost
1
Delay Issues
1
CommBox features and usability ratings that predict user satisfaction
9.7
Has the product been a good partner in doing business?
Average: 8.9
10.0
Workflow
Average: 8.6
10.0
Customization
Average: 8.4
10.0
Customer Portal
Average: 8.6
Seller Details
Seller
CommBox
Year Founded
2013
HQ Location
Glil-Yam, Hasharon
LinkedIn® Page
www.linkedin.com
118 employees on LinkedIn®
Read CommBox Reviews
Kapture CX
(192)4.4 out of 5
13th Easiest To Use in Help Desk software
Save to My Lists
Entry Level Price:Contact Us
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Kapture is an enterprise-grade, generative AI-powered omnichannel customer experience management platform designed to enhance customer support and engagement. This innovative solution enables business

    Users
    • Manager
    • Team Leader
    Industries
    • Consumer Services
    • Health, Wellness and Fitness
    Market Segment
    • 52% Mid-Market
    • 31% Small-Business
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Kapture is a customer relationship management tool that offers features for tracking customer data, handling customer queries, and improving customer service operations.
    • Reviewers appreciate Kapture's user-friendly interface, easy access, and ability to provide a unified view of customer interactions, with features like ticket routing, self-service tools, and automation ticket tagging that lead to faster resolutions and improved customer satisfaction.
    • Reviewers mentioned some downsides such as occasional slow performance, especially with lots of data, lack of detailed analytics and reporting, and absence of certain features like subticket option and broader search options in ticket search functionality.
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Kapture CX Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    46
    Customer Support
    36
    Features
    33
    Helpful
    33
    User-Friendly
    25
    Cons
    Delays
    23
    Slow Performance
    19
    Time Delays
    17
    Improvement Needed
    16
    Slow Loading
    16
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Kapture CX features and usability ratings that predict user satisfaction
    8.9
    Has the product been a good partner in doing business?
    Average: 8.9
    9.0
    Workflow
    Average: 8.6
    9.2
    Customization
    Average: 8.4
    9.3
    Customer Portal
    Average: 8.6
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Kapture CX
    Company Website
    Year Founded
    2011
    HQ Location
    Bangalore
    Twitter
    @KaptureCX
    138 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    473 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Kapture is an enterprise-grade, generative AI-powered omnichannel customer experience management platform designed to enhance customer support and engagement. This innovative solution enables business

Users
  • Manager
  • Team Leader
Industries
  • Consumer Services
  • Health, Wellness and Fitness
Market Segment
  • 52% Mid-Market
  • 31% Small-Business
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Kapture is a customer relationship management tool that offers features for tracking customer data, handling customer queries, and improving customer service operations.
  • Reviewers appreciate Kapture's user-friendly interface, easy access, and ability to provide a unified view of customer interactions, with features like ticket routing, self-service tools, and automation ticket tagging that lead to faster resolutions and improved customer satisfaction.
  • Reviewers mentioned some downsides such as occasional slow performance, especially with lots of data, lack of detailed analytics and reporting, and absence of certain features like subticket option and broader search options in ticket search functionality.
Kapture CX Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
46
Customer Support
36
Features
33
Helpful
33
User-Friendly
25
Cons
Delays
23
Slow Performance
19
Time Delays
17
Improvement Needed
16
Slow Loading
16
Kapture CX features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 8.9
9.0
Workflow
Average: 8.6
9.2
Customization
Average: 8.4
9.3
Customer Portal
Average: 8.6
Seller Details
Seller
Kapture CX
Company Website
Year Founded
2011
HQ Location
Bangalore
Twitter
@KaptureCX
138 Twitter followers
LinkedIn® Page
www.linkedin.com
473 employees on LinkedIn®
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Creatio
(275)4.7 out of 5
View top Consulting Services for Creatio
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Free trial available
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Creatio is a powerful AI-native no-code platform purpose-built for large organizations to automate workflows and CRM across the entire enterprise. Creatio offers one unified platform where sales, mark

    Users
    No information available
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 48% Small-Business
    • 39% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Creatio Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    45
    Customizability
    30
    Features
    26
    Customization
    24
    Automation
    23
    Cons
    Limited Features
    14
    Missing Features
    14
    Learning Curve
    10
    Complexity
    8
    Limited Options
    8
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Creatio features and usability ratings that predict user satisfaction
    9.2
    Has the product been a good partner in doing business?
    Average: 8.9
    10.0
    Workflow
    Average: 8.6
    8.8
    Customization
    Average: 8.4
    9.2
    Customer Portal
    Average: 8.6
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Creatio
    Company Website
    Year Founded
    2014
    HQ Location
    Boston, Massachusetts
    Twitter
    @Creatio_Global
    4,018 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    864 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Creatio is a powerful AI-native no-code platform purpose-built for large organizations to automate workflows and CRM across the entire enterprise. Creatio offers one unified platform where sales, mark

Users
No information available
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 48% Small-Business
  • 39% Mid-Market
Creatio Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
45
Customizability
30
Features
26
Customization
24
Automation
23
Cons
Limited Features
14
Missing Features
14
Learning Curve
10
Complexity
8
Limited Options
8
Creatio features and usability ratings that predict user satisfaction
9.2
Has the product been a good partner in doing business?
Average: 8.9
10.0
Workflow
Average: 8.6
8.8
Customization
Average: 8.4
9.2
Customer Portal
Average: 8.6
Seller Details
Seller
Creatio
Company Website
Year Founded
2014
HQ Location
Boston, Massachusetts
Twitter
@Creatio_Global
4,018 Twitter followers
LinkedIn® Page
www.linkedin.com
864 employees on LinkedIn®
SysAid
(717)4.5 out of 5
Optimized for quick response
12th Easiest To Use in Help Desk software
Save to My Lists
Free trial available
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    SysAid is the next-gen of ITSM, a comprehensive platform with Agentic and Generative AI baked into every element of service management, all wrapped up in an intuitive, fully conversational user experi

    Users
    • IT Manager
    • System Administrator
    Industries
    • Information Technology and Services
    • Hospital & Health Care
    Market Segment
    • 61% Mid-Market
    • 29% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • SysAid Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    58
    Customer Support
    46
    Ticket Management
    44
    Customization
    30
    Features
    28
    Cons
    Ticketing Issues
    17
    Limited Customization
    14
    Missing Features
    14
    Limited Features
    12
    Steep Learning Curve
    12
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • SysAid features and usability ratings that predict user satisfaction
    9.1
    Has the product been a good partner in doing business?
    Average: 8.9
    8.3
    Workflow
    Average: 8.6
    8.1
    Customization
    Average: 8.4
    8.6
    Customer Portal
    Average: 8.6
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    SysAid
    Company Website
    Year Founded
    2002
    HQ Location
    Tel Aviv
    Twitter
    @sysaid
    9,812 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    218 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

SysAid is the next-gen of ITSM, a comprehensive platform with Agentic and Generative AI baked into every element of service management, all wrapped up in an intuitive, fully conversational user experi

Users
  • IT Manager
  • System Administrator
Industries
  • Information Technology and Services
  • Hospital & Health Care
Market Segment
  • 61% Mid-Market
  • 29% Enterprise
SysAid Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
58
Customer Support
46
Ticket Management
44
Customization
30
Features
28
Cons
Ticketing Issues
17
Limited Customization
14
Missing Features
14
Limited Features
12
Steep Learning Curve
12
SysAid features and usability ratings that predict user satisfaction
9.1
Has the product been a good partner in doing business?
Average: 8.9
8.3
Workflow
Average: 8.6
8.1
Customization
Average: 8.4
8.6
Customer Portal
Average: 8.6
Seller Details
Seller
SysAid
Company Website
Year Founded
2002
HQ Location
Tel Aviv
Twitter
@sysaid
9,812 Twitter followers
LinkedIn® Page
www.linkedin.com
218 employees on LinkedIn®
Help Scout
(407)4.4 out of 5
Optimized for quick response
View top Consulting Services for Help Scout
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Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Help Scout is the go-to support platform for growing businesses. It's quick to set up, easy to use, and allows teams to manage all support interactions—whether through email, live chat, social media,

    Users
    • Customer Success Manager
    • CEO
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 60% Small-Business
    • 33% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Help Scout Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    17
    Features
    10
    Customer Support
    8
    Helpful
    8
    Intuitive
    6
    Cons
    Missing Features
    8
    Email Management
    6
    Limited Features
    6
    Email Issues
    5
    Ticketing Issues
    5
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Help Scout features and usability ratings that predict user satisfaction
    9.1
    Has the product been a good partner in doing business?
    Average: 8.9
    8.6
    Workflow
    Average: 8.6
    7.8
    Customization
    Average: 8.4
    9.2
    Customer Portal
    Average: 8.6
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Help Scout
    Company Website
    Year Founded
    2011
    HQ Location
    Boston, MA
    Twitter
    @helpscout
    11,772 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    250 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Help Scout is the go-to support platform for growing businesses. It's quick to set up, easy to use, and allows teams to manage all support interactions—whether through email, live chat, social media,

Users
  • Customer Success Manager
  • CEO
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 60% Small-Business
  • 33% Mid-Market
Help Scout Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
17
Features
10
Customer Support
8
Helpful
8
Intuitive
6
Cons
Missing Features
8
Email Management
6
Limited Features
6
Email Issues
5
Ticketing Issues
5
Help Scout features and usability ratings that predict user satisfaction
9.1
Has the product been a good partner in doing business?
Average: 8.9
8.6
Workflow
Average: 8.6
7.8
Customization
Average: 8.4
9.2
Customer Portal
Average: 8.6
Seller Details
Seller
Help Scout
Company Website
Year Founded
2011
HQ Location
Boston, MA
Twitter
@helpscout
11,772 Twitter followers
LinkedIn® Page
www.linkedin.com
250 employees on LinkedIn®
Jira Service Management
(780)4.2 out of 5
View top Consulting Services for Jira Service Management
Save to My Lists
Entry Level Price:0 /agent/month
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Jira Service Management empowers Dev and Ops teams to collaborate at high-velocity, so they can respond to business changes and deliver great customer and employee service experiences fast. Reshape

    Users
    • Software Engineer
    • Senior Software Engineer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 40% Enterprise
    • 40% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Jira Service Management Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    10
    Collaboration
    5
    Efficiency
    5
    Integrations
    5
    Project Management
    5
    Cons
    Learning Curve
    5
    Limited Features
    5
    Steep Learning Curve
    5
    Difficult Learning
    4
    Complex Setup
    3
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Jira Service Management features and usability ratings that predict user satisfaction
    8.5
    Has the product been a good partner in doing business?
    Average: 8.9
    8.7
    Workflow
    Average: 8.6
    8.2
    Customization
    Average: 8.4
    8.6
    Customer Portal
    Average: 8.6
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Atlassian
    Company Website
    Year Founded
    2002
    HQ Location
    Sydney
    Twitter
    @Atlassian
    104,619 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    19,744 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Jira Service Management empowers Dev and Ops teams to collaborate at high-velocity, so they can respond to business changes and deliver great customer and employee service experiences fast. Reshape

Users
  • Software Engineer
  • Senior Software Engineer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 40% Enterprise
  • 40% Mid-Market
Jira Service Management Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
10
Collaboration
5
Efficiency
5
Integrations
5
Project Management
5
Cons
Learning Curve
5
Limited Features
5
Steep Learning Curve
5
Difficult Learning
4
Complex Setup
3
Jira Service Management features and usability ratings that predict user satisfaction
8.5
Has the product been a good partner in doing business?
Average: 8.9
8.7
Workflow
Average: 8.6
8.2
Customization
Average: 8.4
8.6
Customer Portal
Average: 8.6
Seller Details
Seller
Atlassian
Company Website
Year Founded
2002
HQ Location
Sydney
Twitter
@Atlassian
104,619 Twitter followers
LinkedIn® Page
www.linkedin.com
19,744 employees on LinkedIn®
Thena
(65)4.9 out of 5
Optimized for quick response
Save to My Lists
Entry Level Price:$64.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Thena is the modern ticketing platform for B2B customer support with AI super powers. Leading B2B brands like Vercel, Amplitude, LaunchDarkly, RudderStack and incident.io use Thena to enhance their cu

    Users
    No information available
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 58% Small-Business
    • 38% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Thena Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    29
    Customer Support
    28
    Features
    24
    Communication
    23
    Customer Satisfaction
    20
    Cons
    Missing Features
    6
    Limited Features
    4
    Integration Issues
    3
    Limited Customization
    3
    Limited Integrations
    3
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Thena features and usability ratings that predict user satisfaction
    9.9
    Has the product been a good partner in doing business?
    Average: 8.9
    9.5
    Workflow
    Average: 8.6
    9.1
    Customization
    Average: 8.4
    9.3
    Customer Portal
    Average: 8.6
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Thena
    Company Website
    Year Founded
    2022
    HQ Location
    Palo Alto , California
    Twitter
    @thenaplatform
    563 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    40 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Thena is the modern ticketing platform for B2B customer support with AI super powers. Leading B2B brands like Vercel, Amplitude, LaunchDarkly, RudderStack and incident.io use Thena to enhance their cu

Users
No information available
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 58% Small-Business
  • 38% Mid-Market
Thena Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
29
Customer Support
28
Features
24
Communication
23
Customer Satisfaction
20
Cons
Missing Features
6
Limited Features
4
Integration Issues
3
Limited Customization
3
Limited Integrations
3
Thena features and usability ratings that predict user satisfaction
9.9
Has the product been a good partner in doing business?
Average: 8.9
9.5
Workflow
Average: 8.6
9.1
Customization
Average: 8.4
9.3
Customer Portal
Average: 8.6
Seller Details
Seller
Thena
Company Website
Year Founded
2022
HQ Location
Palo Alto , California
Twitter
@thenaplatform
563 Twitter followers
LinkedIn® Page
www.linkedin.com
40 employees on LinkedIn®
GrooveHQ
(193)4.6 out of 5
Save to My Lists
Entry Level Price:$15.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    The refreshingly simple yet powerful alternative to Zendesk. Over 2,000 small businesses use Groove's help desk software to centralize and automate their customer support.

    Users
    No information available
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 77% Small-Business
    • 22% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • GrooveHQ Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Customer Support
    13
    Ease of Use
    13
    Helpful
    8
    Visibility
    7
    Email Management
    6
    Cons
    Email Communication Issues
    4
    Limited Features
    4
    Missing Features
    4
    Poor Reporting
    3
    Ticketing Issues
    3
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • GrooveHQ features and usability ratings that predict user satisfaction
    9.1
    Has the product been a good partner in doing business?
    Average: 8.9
    8.9
    Workflow
    Average: 8.6
    8.1
    Customization
    Average: 8.4
    9.1
    Customer Portal
    Average: 8.6
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    GrooveHQ
    Year Founded
    2011
    HQ Location
    Newport, RI
    Twitter
    @Groove
    6,814 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    25 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

The refreshingly simple yet powerful alternative to Zendesk. Over 2,000 small businesses use Groove's help desk software to centralize and automate their customer support.

Users
No information available
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 77% Small-Business
  • 22% Mid-Market
GrooveHQ Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Customer Support
13
Ease of Use
13
Helpful
8
Visibility
7
Email Management
6
Cons
Email Communication Issues
4
Limited Features
4
Missing Features
4
Poor Reporting
3
Ticketing Issues
3
GrooveHQ features and usability ratings that predict user satisfaction
9.1
Has the product been a good partner in doing business?
Average: 8.9
8.9
Workflow
Average: 8.6
8.1
Customization
Average: 8.4
9.1
Customer Portal
Average: 8.6
Seller Details
Seller
GrooveHQ
Year Founded
2011
HQ Location
Newport, RI
Twitter
@Groove
6,814 Twitter followers
LinkedIn® Page
www.linkedin.com
25 employees on LinkedIn®
Read GrooveHQ Reviews
LiveAgent
(1,510)4.5 out of 5
11th Easiest To Use in Help Desk software
Save to My Lists
Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    LiveAgent is a comprehensive help desk and live chat software designed to revolutionize customer support. By offering an all-in-one solution, LiveAgent empowers businesses to deliver personalized inte

    Users
    • CEO
    • Owner
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 67% Small-Business
    • 28% Mid-Market
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • LiveAgent is a customer support tool that allows users to connect multiple channels of inbound leads for support and CRM purposes.
    • Users frequently mention the product's simplicity, ease of use, and the ability to integrate email, chat, and calling on the same platform, as well as its affordability and the efficiency of its ticketing system.
    • Reviewers noted some issues with the phone system setup, a lack of customization options, a learning curve during initial setup, and occasional lags in the chat widget.
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • LiveAgent Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    45
    Features
    32
    Integrations
    27
    Customer Support
    26
    Efficiency
    23
    Cons
    Lack of Features
    11
    Missing Features
    9
    Limited Features
    8
    Steep Learning Curve
    7
    Email Communication Issues
    6
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • LiveAgent features and usability ratings that predict user satisfaction
    9.1
    Has the product been a good partner in doing business?
    Average: 8.9
    8.7
    Workflow
    Average: 8.6
    8.4
    Customization
    Average: 8.4
    8.7
    Customer Portal
    Average: 8.6
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    QualityUnit
    Company Website
    Year Founded
    2004
    HQ Location
    Bratislava
    Twitter
    @qualityunit
    502 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    61 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

LiveAgent is a comprehensive help desk and live chat software designed to revolutionize customer support. By offering an all-in-one solution, LiveAgent empowers businesses to deliver personalized inte

Users
  • CEO
  • Owner
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 67% Small-Business
  • 28% Mid-Market
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • LiveAgent is a customer support tool that allows users to connect multiple channels of inbound leads for support and CRM purposes.
  • Users frequently mention the product's simplicity, ease of use, and the ability to integrate email, chat, and calling on the same platform, as well as its affordability and the efficiency of its ticketing system.
  • Reviewers noted some issues with the phone system setup, a lack of customization options, a learning curve during initial setup, and occasional lags in the chat widget.
LiveAgent Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
45
Features
32
Integrations
27
Customer Support
26
Efficiency
23
Cons
Lack of Features
11
Missing Features
9
Limited Features
8
Steep Learning Curve
7
Email Communication Issues
6
LiveAgent features and usability ratings that predict user satisfaction
9.1
Has the product been a good partner in doing business?
Average: 8.9
8.7
Workflow
Average: 8.6
8.4
Customization
Average: 8.4
8.7
Customer Portal
Average: 8.6
Seller Details
Seller
QualityUnit
Company Website
Year Founded
2004
HQ Location
Bratislava
Twitter
@qualityunit
502 Twitter followers
LinkedIn® Page
www.linkedin.com
61 employees on LinkedIn®
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