Freshdesk is a cloud-based helpdesk software that streamlines customer conversations across multiple channels including email & phone. It enables faster collaboration with you
Also listed in Digital Customer Service Platforms, Shared Inbox, Conversational Support, Complaint Management, Social Customer Service
I appreciate Freshdesk's interface and powerful automation features that simplify our work on customer support and payment support-related ticket management and Freddy improves our responses and Canned responses save time. Its Freshdesk's multi-channel support allows seamless email, chat, and social media communication, ensuring consistent customer service. The analytics and reporting tools are already some reports are predefined we need to update them according to our use. The reports provide valuable insights to optimize team performance and CSAT helps improve customer satisfaction. Review collected by and hosted on G2.com.
Freshservice is an easy to use IT service desk and ITSM solution designed using ITIL best practices that enables organizations to focus on exceptional service delivery.
Also listed in IT Alerting, Incident Management, Enterprise IT Management, Service Desk, Customer Self-Service
Freshservice is straight forward to use and fairly easy to set up, meaning that you don't need to spend months trying to get usage out of the product. We were using it live within 30 days of purchase. Review collected by and hosted on G2.com.
Zoho Desk pulls in all your customer interactions from across multiple channels into a single, clean interface. You can then seamlessly continue these conversations and help c
Also listed in Digital Customer Service Platforms, Social Customer Service, Live Chat, Customer Self-Service, Customer Communications Management
I am still on trial, but our main requirement was to be able to use an Exchange Shared Mailbox as a support email to avoid creating a regular user. Out of many solutions we reviewed Zoho Desk was only one that provided this capability. Thanks to that client facing email is in our domain and we don't need to worry about message delivery or authentication.
Another thing that we liked are customizations - Zoho Desk allows to customize not only email addres or customer portal address (to be in the company domain), but also customize visualy customer portal to match company brand and website visual design. However, it could allow a little bit more - as in some cases not all bottons or elements can be fully customized. Review collected by and hosted on G2.com.
Atera offers an all-in-one IT management platform that combines Remote Monitoring and Management (RMM), Helpdesk, Ticketing, and automation tools, providing efficient infrastr
Also listed in IT Service Management (ITSM) Tools, Patch Management, IT Asset Management, Remote Support, Endpoint Management
Atera is incredibly easy to use and implement, making it a perfect solution for IT professionals who need to get up and running quickly. The intuitive interface allows for seamless navigation, and the automation tools have reduced manual workload significantly. The AI-driven troubleshooting is a game-changer, helping us resolve issues 70% faster. The frequency of use is high because it combines Remote Monitoring and Management (RMM), PSA, and billing in one unified platform. The number of features offered is extensive, from ticketing automation to proactive device monitoring, making it an all-in-one solution. Additionally, Atera’s ease of integration with third-party tools ensures we can connect our existing systems without hassle. Review collected by and hosted on G2.com.
ServiceNow delivers an IT Service Management experience that is faster, smarter, and more automated than ever.
Also listed in Incident Management, Configuration Management, Service Desk
here in ServiceNow Note tab in resolution page was very much helpful we can share here our work notes and requirement with customent it will be available with request number permenently so in future some one can also refer the same. also best thing is we can configure workflow as per ITIL standerds and set custom alerts. Review collected by and hosted on G2.com.
Deliver excellent customer service with a 360-degree view of your customers, an enterprise grade knowledge base, agent productivity tools, service contracts & entitlements, an
Also listed in Digital Customer Service Platforms, Contact Center Quality Assurance, Conversational Support, Customer Communications Management, Contact Center Knowledge Base
Salesforce Service Cloud is a well known brand in the Software as a Service (SaaS) industry. Having a good reputation, our Quality Team is naturaly drawn to it for it's simplicity, ease of navigation, and general ease of use. The software experience within the platform is user friendly and there are new features in 2024 such as AI automation and AI bots, which are exciting for our end users. Review collected by and hosted on G2.com.
HR365 Helpdesk - HR365's Sharepoint help desk is a simple, customizable helpdesk tool that ensures your organization can handle every issue effectively. Assign every ticket to
Also listed in IT Service Management (ITSM) Tools, Help Desk, Customer Self-Service
I like Helpdesk 365 because it is automated ,tickets are assigned to appropriate team that can handle it with ease .
Tickets are classified in a particular order such as time that it was placed, or how important it is .
Our employees get requests in their emails , without any difficulty.
Helpdesk 365 helps in knowing who is responsible for the tickets .
Helpdesk assists in monitoring how long a ticket has been submitted and the duration it has taken .
The customer support is amazing. Review collected by and hosted on G2.com.
Autotask Pro integrates all of the features and functionality you need - and the flexibility to adapt them to meet your specific business requirements
Also listed in IT Service Management (ITSM) Tools, Service Desk
Autotask provide us a solution for ticket management and seamless integration with essential tools, enhancing our workflow and efficiency.
Autotask integrated with Datto RMM, IT Glue, and Backup Radar. This setup allows us to createad a automatic ticket via APIs when issues occur.
We have used Autotask daily for the past five years, I’ve found it to offer numerous valuable features like:
Checklists and Documentation - It enables us to create checklists and upload screenshots and documents, ensuring easy access to crucial information.
Reporting - The reporting capabilities are excellent, allowing us to generate and share reports with our management team and clients as needed for example audit purpose.
24/7 Support - The support team is always available to assist us whenever required.
Ease of Use - The system is easy to implement and user-friendly, making it accessible for users with varying technical skills. Review collected by and hosted on G2.com.
Intercom is the leader in AI-first Customer Service, dramatically improving experiences for customers, support agents, and managers. For customers, Intercom enables the best c
Also listed in Customer Service Automation, Digital Customer Service Platforms, AI Agents, Shared Inbox, Conversational Support
Keeping my customers satisfied without leaving them behind after the transaction has always been a major issue for me. I was able to handle the backlog of customer queries, unanswered chats and misdirected emails after implementing Intercom. Our users can get instant answers by typing into the website or mobile app. In addition to that, the system uses bots to automate responses or redirects the conversation to the appropriate team if we can’t respond immediately. I can now see the full scope of a customer’s engagement history and consolidate all their information in one place. Personalization, which allows us to send personalized messages to customers based on their actions, is another important aspect that has improved our user experience. Review collected by and hosted on G2.com.
CommBox - The intelligent customer interaction center for live & automated customer communication.
Also listed in SAP Store, Shared Inbox, AI Sales Assistant, Chatbots, Live Chat
We've been using CommBox to communicate with customers on WhatsApp, qualify leads automatically, and send payment reminders.
We use CommBox’s chatbots for lead generation and qualification, passing them to sales reps for further handling.
The campaigns feature helps us send promotional messages via WhatsApp on a large scale, improving engagement and conversion and reducing the need to call customers.
Overall, in our 3 years working with CommBox, we have reduced our lead response time from a week to just 36-48 hours, which is amazing. We manage about 35% of our customer engagement on digital channels through CommBox.
The support team at CommBox is excellent, with quick responses and personal assistance.
CommBox also helps us improve our customer service quality, increase agents' productivity, and provide a great customer experience.
The platform is very friendly and easy to use. This past year they added a lot of guides, which helps a lot! Review collected by and hosted on G2.com.
Wavity’s Modern, Easy to Use, Maintain and Operate Help and Service Desk Solution can be used by Organizations of all sizes – whether you are using ad-hoc homegrown solutions
Supportbench is a cloud and web based technical and customer support ticketing system that help organizations to deliver next level support.
The AI features for sentiment analysis and intent detection are top-notch. They've enhanced our understanding of customer needs and allowed us to provide more personalized support. Review collected by and hosted on G2.com.
Blazing fast and powerful striking solutions helping in uplifting sales and customers through Live Chat. Desku is one of the powerful helpdesk software helping IT companies an
Also listed in Digital Customer Service Platforms, Shared Inbox, Conversational Support, Customer Communications Management, Conversational Marketing
Desku made handling of incoming enquiries much easier for us. Some of its features which stand out are:
-It's unified ticketing dashboard help us to keep track of all the incoming enquiries in a single view
-With their drag-and-drop interface, it becomes super easy for us to create chatbot response flows.
-Their rich set of automation templates allows us to address enquiries from different set of customers super easy. Review collected by and hosted on G2.com.
Siit provides the power to HR & IT teams to build meaningful and lasting relationships with their employees. By providing the first dedicated internal help desk, it is now p
Also listed in Service Desk
I have been using SIIT for a while now, and it has significantly improved my daily work experience. This software is incredibly simple to use and extremely useful. The AI works exceptionally well and is very intuitive.
With SIIT, I no longer have to wait for days to get a response from HR, nor do I need to bother them with every little question. The tools are well-connected, and I can conveniently use it through Slack or Teams.
I would like to commend the team behind SIIT for their outstanding work. This software has truly made a difference in my daily workflow. Review collected by and hosted on G2.com.
Email is old. Slack is new. Communicate with your customers from their favorite messaging app, where they already communicate with their teams. Thena makes it easy for custome
Also listed in Digital Employee Experience (DEX) Management, Customer Communications Management, Proactive Notification, Conversational Support
Thena helped to streamline and document our customer support over slack, which has helped us in several ways:
- Thena can provide exact reporting on how much value-add we provide to our customers;
- With Thena we can track long-running tickets by grouping requests together;
- Thena has 'kanban-ified' our support, which has brought a sense of agile into our team cadence.
The team releases new features fast to boot! Review collected by and hosted on G2.com.
Provide customer support by email, social media, voice, and mobile phone with complete data reporting, TRUSTe certification, and 90+ integrations.
Also listed in Digital Customer Service Platforms, Genesys AppFoundry Marketplace, Shared Inbox, Conversational Support, Complaint Management
The user experience is really simple; it consolidates all communications with customers in one place, whether through email, live chat or phone conversations. The ability to automate workflow tasks such as ticket assignment, response sending and interaction tracking is quite remarkable. As a result, we have been able to devote more time and energy to the conclusion of agreements. We can bring all customer interactions together in one place, they are saved and structured, so no one on the team has to go through multiple systems to find a customer’s history, whether it be via email, chat or a web form. Review collected by and hosted on G2.com.
Pylon is the customer ops platform for modern businesses. Pylon helps companies that interact with their customers over shared Slack or Microsoft Teams channels scale their op
Also listed in Help Desk, Conversational Support, Customer Communications Management
As the Head of Customer Success at a fast-growing startup, I use Pylon every single day, and it’s become essential for managing our growing customer base. The standout feature for me is hands down the exceptional support team. They are always listening to feedback and ready to help us with anything we need—true partners in our growth journey. The platform itself is intuitive, and we’ve never encountered any major learning curve or integration headaches, which is a huge plus. Proud to be an early adopter of Pylon! Review collected by and hosted on G2.com.
Wolken Service Desk is based on a SaaS model and designed to resolve any service desk problems.
Also listed in Help Desk
Wolken service desk ticks all the boxes for a service desk tool. Easy to use, has all the features that required for operations and the ease of integrations with third party platforms is a great plus point. Review collected by and hosted on G2.com.
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 c
Also listed in Customer Communications Management, Shared Inbox, Help Desk, Chatbots
One of the most user-friendly and attractive platforms I have used so far ! Not just that, but Glassix has revolutionized our school’s communication. It offers a unified and integrated experience in communication among stakeholders. Before , our customer service team was overwhelmed with inquiries. After integrating Glassix, we’ve seen a dramatic shift; the AI chatbots handle routine questions instantly, but complex queries are sorted into the shared inbox. This has resulted in an increased customer satisfaction. We now can focus on tasks that require human touch, and allowing us to focus more on educational quality. Its automation features guarantee that all questions be answered in a very friendly-like attitude. (Some students can't believe it’s a bot !) The built-in design and integrated multi-platform have made it pretty essential in our daily operations. It is also paramount to mention its AI analysis that help our marketing team to read through customer's needs and, as a result , improve lead engagement and modify market strategies. All these features is a result of the team implementation and understanding Glassix, thanks to their customer support we are using it not just frequently but on daily basis. Review collected by and hosted on G2.com.
From planning, to coding, to testing, to customer support, DoneDone is the refreshingly simple issue tracker.
Also listed in Bug Tracking, Help Desk
DoneDone has a powerful, yet easy to use, API that pretty much can extend it's functionality to new use cases, that may have not been even considered by it's creators. The data model and the flexibility of the API, allowed us integrate it with our benefit admin suystem to improve our workdlow and offere additional features to our customers.
Additionally, technical support is also one of the best I've seen, where advanced technical questions are answered directly by the creators of DoneDone, and not just the typical canned responses you often get from others. Not only that, but the responses are timely and to the point, with insight you can only get from someone who knows the product's ins and outs better than any one else.
By Implementing our unique workflows, our users now use DoneDone to manage complex clients implementations and interactions with hundreds of tasks and subtasks created and or completed every single day.
Finally, you cannot beat the pricing model. Other systems we have evaluated offer less flexibility, yet they charge more. No other system we evaluated had an API as powerful and as easy to integrate with our system like DoneDone. Review collected by and hosted on G2.com.