Support Services Software Reviews
Below are a selection of user reviews, opinions and ratings we have for Support Services software. We have 55 user reviews in total for Support Services software. Alternatively you can view our comprehensive directory of Support Services software, applications & tools.
Review for TeamSupport
two-in-one solution that combines support with collaboration
by Rakesh on 2012-01-26 11:13:58
Your support staff can use the solution to collaborate with each other and with their clients to resolve tickets. The ticket generation process is automated and requires two simple clicks. However, TeamSupport’s real value is best experienced after the ticket has been generated and is in the system.
Read the Complete Review for TeamSupport on GetApp.com's Blog
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Pros: Great value for money in a niche space; Packed with useful features. Integration with Zoho Reports, Screen recording
Cons: Could do with more social media integration
Best Uses: If you value speed and customization in your support software, then TeamSupport is definitely for you.
Review for Desk.com
Great Support System, with a Great Support!
by Ahmad Kiarostami on 2011-05-11 01:36:46
We tried almost every support / ticketing system out there, and Assistly was by far the best for us. The ability to have one support page (which was highly customizable) and search both our knowledge base and forum posts (on GetSatisfaction) saved our users (and us) a lot of headache. On top of that, Assistly's own customer support has been great. Our support page (http://support.fotomoto.com) shows the integration and customization power of Assistly.
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Review for Freshdesk
A Fresh Look at the New Freshdesk
by Rakesh Sharma on 2012-03-20 17:05:24
The biggest win at Freshdesk is a major upgrade of the solution’s feature set, one that the call company refers to as Freshdesk 2.0. Best features: - Email commands – This feature lets agents manage, update and even assign tickets right from their email, along with a reply to a support ticket. - Email to knowledge base – This feature makes it easy for an agent to convert an email thread or a ticket reply into a knowledge base article, from the mailbox. - Enhanced reporting- The reporting interface has been completely revamped and enables users to generate extensive and detailed reports.
Read the Complete Review for Freshdesk on GetApp.com's Blog
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Pros: An already great solution just got better
Review for Zendesk
Great integration with Salesforce
by Rob on 2012-05-10 14:58:55
We switched from SalesForce cases to Zendesk 16 months ago. The thing we were giving up was the ability to easily look up customer account information. Now with the new integration, we can push whatever fields we want (even custom ones) to Zendesk so our agents don't ever have to leave our Zendesk system. My only gripe is that the initial search lookup can be pretty slow (up to 10 seconds to load data), but I suspect this is more on the SalesForce side as opposed to something Zendesk could optimize.
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Pros: email integration
Review for Zoho Support
Affordable customer support solution for SMBs and Startups
by Michelle on 2011-09-19 10:05:49
Zoho Support is relatively flexible and based on your business model, you can have your customers contact your support agents via phone, web form, email as well as self-service capabilities which you can embed on your web site to enable both you and your customers to monitor and track the request in the same real-time view.
Read the Complete Review for Zoho Support on GetApp.com's Blog
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Pros: You can add on support reps (though not in the free version) as well as add in roles (such as which requests goes to which agent, etc.). You can also add in departments and fields so you can track the type of help requests you are receiving
Review for CMDB Cloud
Cloud based Helpdesk App with an ITIL Difference
by Rakesh on 2011-07-13 13:18:17
If you are a user who is interested in ITIL compliance as well as tracking cloud server activity for faster resolution of your problems, then this product is for you. The software has a simple, easy-to-use interface, consisting of a master menu on the left hand bar. You can check the overall dashboard, issues, task list, and feeds at the top of the screen. Navigation is fairly easy and performing a task is never more than two clicks away. I thought the connector screen (displayed below) was especially fascinating as it provides a wonderful snapshot of infrastructure dependencies.
Read the Complete Review for CMDB Cloud on GetApp.com's Blog
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Pros: Great interface and tracking capability
Cons: Support could have been better
Review for Zoho Assist
Simple and affordable
by Rebecca Forth on 2011-11-21 15:42:56
This is a web based remote login software which is compared to other applications of that type reasonably priced. Zoho Assist works on PCs, Mac, and Linux and you can set up everything from a web browser. The free version of Zoho Assist allows 5 sessions per month, this is enough for private use when helping a few friends and family. Connecting is quite simple and with some clicks on "OK" and "next" you can walk most people through on the phone.
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Pros: Quick and simple
Cons: Not recommendable for advanced support needs for PCs
Best Uses: SMBs
Review for Answerbase
Full featured Q&A community tool
by Michelle on 2011-08-18 06:38:26
I would venture to say that many businesses would benefit from having a Q&A community on Answerbase.com. This type of solution works especially well for products and services where customers may need extra help in terms of using the product and understanding the scope. For some services, may it be health-related, real estate, business oriented, technology, law – anything where there are rules and laws that can be confusing — this type of community can very much help answer basic questions. From a marketing POV – a Q&A community can provide a masterful way to stay in touch with customers as well as evangelize people as experts for your product or service. Finally, Answerbase.com does a nice job of allowing you to have another outlet for optimizing your site as more people come to your website for advice and answers.
Read the Complete Review for Answerbase on GetApp.com's Blog
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Cons: Very new on the market
Review for ManageEngine ServiceDesk Plus
Smart and easy solution
by Robert Worthen on 2011-11-17 10:17:32
This is a web based IT management software which helps you to manage your IT effectively. I use it to track different software licenses, the software shows you as well the number of times that one software has been installed. The tool gives you enough flexibility to choose the deployment model that fits to your business needs. Very positive is that ManageEngine is completely customizable and easy to implement, no add-ons are needed.
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Pros: Very flexible and easy to implement
Cons: The standard version is good enough for SMBs, for larger enterprises you need the professional or enterprise edition
Best Uses: All types of businesses
Review for ManageEngine SupportCenter Plus
by Angela Butler on 2012-04-02 15:00:17
I was looking for an online help desk ticketing system that would satisfy all the needs of my business and help me to be more organized.... I have found that with ManageEngine!
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Pros: Easy to use
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