getapp-logo

App comparison

Add up to 4 apps below to see how they compare. You can also use the "Compare" buttons while browsing.

Software categoriesBlog & researchAbout us

GetApp offers objective, independent research and verified user reviews. We may earn a referral fee when you visit a vendor through our links. 

Table of Contents

usersusersusers

Talk with us for a free 15-min consultation

Expert advisors like Chase, who have helped 1,000+ companies, can find the right software for your needs.

Top Rated Complaint Management Software with Reporting/Analytics in 2026

Verified reviewer profile picture
Verified reviewer profile picture

All user reviews are verified by in-house moderators and provider data by our software research team.  Learn more

Last updated: February 2026

Reporting and analytics provide valuable insights into customer behavior and preferences, support data-driven decisions, and help track team performance. They facilitate detailed, customizable reports, enhancing communication and customer support efficiency. Our reviewers in complaint management software rated this feature as highly important.

4 Best Complaint Management Software with Reporting/Analytics

  • Freshdesk
  • Zoho Desk - Highest rated for reporting/analytics
  • Zendesk Suite
  • LiveAgent

See other top Complaint Management products with reporting/analytics

How we picked the 4 top rated products

We chose the high-performing solutions on this list based on verified user ratings on our site. Depending on available data, qualifying products either had to be among the most user-reviewed or the most searched-for products in the complaint management software category. They also needed to have sufficient reviews about reporting/analytics, have a minimum user rating of 3 out of 5 for that feature, and show evidence of U.S. market presence. We then added a distinction for the product with the highest rating for reporting/analytics based on our proprietary ratings and reviews. Sponsorship or client status has no influence on the selection of these products, but it may impact the order in which products appear.

Details for the 4 best products

Freshdesk logo

Freshdesk

4.5
(3.3K)
visit website

User insights about the reporting/analytics feature

Reviewers appreciate Freshdesk's reporting and analytics for providing valuable insights into customer service operations. They find the report templates and custom report creation helpful for tracking performance metrics like response times, resolution rates, and agent productivity. Users report that the automated reporting and visual representations of data make it easy to pull and analyze stats. However, some reviewers mention that the analytics can be confusing and the exporting of reports needs improvement. They value the ability to make data-driven decisions and track service levels.
“Freshdesk's reporting and analytics capabilities provide sellers with valuable insights into the performance of their customer service operations, allowing them to make data-driven decisions about how to improve.”
Verified reviewer profile picture

Maximiliano B.

Sales

“Freshdesk include report templates and also, we can create custom reports with specific criteria for a determined support analytics.”
Verified reviewer profile picture

Jose J.

CTO

Complaint Management key features coverage

Freshdesk offers 5 out of the 6 key features for Complaint Management software identified by reviewers:

Corrective and Preventive Actions (CAPA)
Access Controls/Permissions4.4
Real-Time Notifications4.6
Live Chat4.4
Support Ticket Management4.6
Issue Tracking4.6

Pros and cons based on 3,395 verified reviews

59% of users rated Freshdesk 5 out of 5 stars, while 1% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 3,395 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Multichannel communication support

Efficient help desk management

Enhanced team collaboration

Robust issue tracking

Comprehensive customer support

Cons:

Limited search functionality

Slow performance speed

Inconsistent issue resolution

Inefficient email management

Problematic call management

See pros and cons details

Pricing

Starting price:$19 per user/per month|Free version:Available|Free trial:Available

Prices may vary depending on the number of users and features.

Zoho Desk logo

Zoho Desk

4.5
(2.2K)
visit website

User insights about the reporting/analytics feature

Reviewers highlight Zoho Desk's reporting and analytics capabilities for providing insights into customer service performance. They find the predefined analytical data useful for evaluating engineer performance and tracking team productivity. Users appreciate the integration with Zoho Analytics and Zoho CRM for a comprehensive view. They report that the platform offers powerful, user-friendly reports and analytics, which help in monitoring SLAs and optimizing customer support. However, some users feel that more detailed reporting requires additional tools like Zoho Analytics.
“This is really a wonderful feature of ZOho which gives to different reports and predefined analytical data based on performance of the engineers can be evaluated.”
Verified reviewer profile picture

Ravikumar K.

Director IT

“Provides powerful reporting and analytics capabilities, allowing you to gain insights into your customer service performance.”
Verified reviewer profile picture

Arheer G.

Marketing Manager

Complaint Management key features coverage

Zoho Desk offers 5 out of the 6 key features for Complaint Management software identified by reviewers:

Corrective and Preventive Actions (CAPA)
Access Controls/Permissions4.3
Real-Time Notifications4.5
Live Chat4.4
Support Ticket Management4.6
Issue Tracking4.7

Pros and cons based on 2,208 verified reviews

59% of users rated Zoho Desk 5 out of 5 stars, while 1% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 2,208 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Enhanced productivity features

Effective team collaboration

Streamlined client interactions

Support for business expansion

Seamless CRM integration

Cons:

Slow performance issues

Notification management challenges

Email handling limitations

Complex user interface

See pros and cons details

Pricing

Starting price:$20 per user/per month|Free version:Not available|Free trial:Available

Prices may vary depending on the number of users and features.

Zendesk Suite logo

Zendesk Suite

4.4
(4K)
visit website

User insights about the reporting/analytics feature

Reviewers indicate that Zendesk Suite's reporting and analytics offer valuable insights into customer behavior and preferences, aiding data-driven decisions. They appreciate the automated reports and the ability to create custom dashboards. Users find the analytics useful for tracking agent performance and customer satisfaction. However, some reviewers mention that setting up reports can be complicated and time-consuming, and advanced analytics require an additional package. They also note limitations in exporting data and the need for better training resources.
“It has a great engine that helps us capture every and any aspect of an interaction. We are able to build custom reports such as customer spend habits, agent performance, top customer contact reason, etc.”
MR

Mark R.

Customer Experience Manager

“Reporting/Analytics gives our team valuable insights into customer behavior and preferences, allowing us to make data-driven decisions.”
Verified reviewer profile picture

Ahmed A.

Founder, Biomedical Engineer & Data Scientist

Complaint Management key features coverage

Zendesk Suite offers 5 out of the 6 key features for Complaint Management software identified by reviewers:

Corrective and Preventive Actions (CAPA) --
Access Controls/Permissions
Real-Time Notifications4.4
Live Chat4.3
Support Ticket Management4.5
Issue Tracking4.7

Pros and cons based on 4,066 verified reviews

56% of users rated Zendesk Suite 5 out of 5 stars, while 3% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 4,066 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Efficient client support

Comprehensive issue tracking

Robust customer support

Effective team management

Streamlined helpdesk support

Cons:

High costs and confusing pricing

Slow performance speed

Challenges in data management

Inconsistent issue resolution

Limited email management

See pros and cons details

Pricing

Starting price:$39 per user/per month|Free version:Not available|Free trial:Available

Prices may vary depending on the number of users and features.

LiveAgent logo

LiveAgent

4.7
(1.7K)
visit website

User insights about the reporting/analytics feature

Reviewers appreciate LiveAgent's reporting and analytics capabilities for tracking customer support success and engagements. They find the detailed analytics helpful for gaining insights and improving support services. Users report that it is easy to see statistics like average ticket response times and agent performance. They value the comprehensive reports for tracking data on agent responses and overall communication efficiency. Reviewers indicate that LiveAgent helps analyze and improve customer satisfaction and service speed, making it a valuable tool for IT industry support teams.
“I like it's provision of comprehensive reports for ease of Tracking data of all activities like how agents respond to queries and more”
MC

Medan C.

Writer

“We can determine how quickly we assist the clients and how satisfied the clients were with our service ”
Verified reviewer profile picture

Ric H.

Financial representative

Complaint Management key features coverage

LiveAgent offers 6 out of the 6 key features for Complaint Management software identified by reviewers:

Corrective and Preventive Actions (CAPA)5.0
Access Controls/Permissions4.5
Real-Time Notifications4.6
Live Chat4.8
Support Ticket Management4.7
Issue Tracking5.0

Pros and cons based on 1,748 verified reviews

71% of users rated LiveAgent 5 out of 5 stars, while 0% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 1,748 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Unified social media management

Enhanced team coordination

Comprehensive client support

Centralized communication channels

Cons:

Frequent technical issues

Complex email management

Challenging call management

See pros and cons details

Pricing

Starting price:$15 per user/per month|Free version:Not available|Free trial:Available

Prices may vary depending on the number of users and features.

Other Top Rated Complaint Management Software with Reporting/Analytics in 2026

Freshservice logo

Freshservice

A complete IT service management (ITSM) tool for business

visit website
Freshservice is a multi-channel solution to resolve issues raised by users with powerful automation capabilities to categorize, prioritize and assign issues

Read more about Freshservice

Users also considered
InvGate Service Management logo

InvGate Service Management

Web-based IT service desk software

visit website
InvGate Service Desk is web-based solution designed to streamline and optimize IT service delivery and support. InvGate features include gamification rewards and motivation, problem and change management, hardware and software tracking, knowledge base and self-service portals, and more.

Read more about InvGate Service Management

Users also considered
QT9 QMS logo

QT9 QMS

Cloud-based quality management solution for organizations.

visit website
Easily keep track of customer feedback records and customer complaints with the QT9 QMS. Connect your locations, departments and people with the QT9 QMS. Quickly get a sense of customer complaints. Use tasks to involve the right people and link to CAPA or Risk management tasks.

Read more about QT9 QMS

Users also considered
Freshdesk logo

Freshdesk

Category Leaders

Online helpdesk system and customer service software

visit website
Freshdesk is a cloud-based complaint management software that helps businesses resolve complaints across email, web, phone, chat, and social media.

Read more about Freshdesk

Users also considered
Zoho Desk logo

Zoho Desk

Category Leaders

Customer service software for businesses of all sizes

visit website
Use Zoho Desk to automate compliant management by setting service levels, creating escalation rules & workflows, setting up notifications and more. This brings email, social media, live chat, phone calls, and web forms together. Our free plan gives you 3 users free to head start your operations.

Read more about Zoho Desk

Users also considered
ComplianceQuest logo

ComplianceQuest

Category Leaders

Cloud-based quality management tool for manufacturing firms.

visit website
With CQ's complaint Management Software, you can have comprehensive control over how customer complaints are collected, recorded, reported, and tracked in compliance with industry guidelines and regulations. Contact us to know all features and configurability to address your specific requirements.

Read more about ComplianceQuest

Users also considered
Zendesk Suite logo

Zendesk Suite

Category Leaders

AI powered customer service across all channels

visit website
Zendesk is the leading cloud-based help desk software built with support agents in mind. All your customer interactions are in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and full customer history.

Read more about Zendesk Suite

Users also considered
Avochato logo

Avochato

SMS texting and live chat for sales, support & ops teams

visit website
Avochato is an SMS/text messaging and live chat solution for marketing, sales & support teams, which allows users to send, receive, and collaborate on messages from customers

Read more about Avochato

Users also considered
LiveAgent logo
Category Leaders

Multichannel customer care solution with an AI chatbot

LiveAgent is a web-based complaint management solution. It helps businesses manage customer interactions via multi channel support tickets. This help desk software is a leader in delivering excellent customer service and customer satisfaction.
Start with a 1 month free trial, no credit card required

Read more about LiveAgent

Users also considered
Tidio logo

Aill-in-one customer support software with AI features

Tidio is a customer service and engagement platform capable of resolving issues via rules-based chatbots (Flows) and AI agentic customer support. Tidio also let's you chat live with your customers and manage complaints from a centralized hub.

Read more about Tidio

Users also considered
TeamSupport logo
Category Leaders

Cloud-based customer support solution for B2B SaaS

TeamSupport is built for growth-stage B2B SaaS companies who are focused on providing quality customer support, and want to incorporate customer feedback to grow and refine their products.

Read more about TeamSupport

Users also considered
Salesforce Service Cloud logo

AI powered customer service management platform

Agentforce Service is a customer service platform offering seamless support across channels like contact centers, field service, HR, and IT. It integrates human agents with AI on a unified platform to personalize interactions. Features include omni-channel engagement, case management, knowledge bases, and analytics tools, enabling organizations to enhance team performance and customer satisfaction.

Read more about Salesforce Service Cloud

Users also considered
JIRA Service Management logo

IT service platform for unified support

JIRA Service Management is an AI-based platform that unites teams to deliver exceptional service experiences. It helps managers scale support across IT, HR, engineering, and customer service with customizable help centers, automated workflows, and self-service tools. Featuring virtual agents and integration with Atlassian's teamwork graph, it connects people, work, and goals while reducing disruptions and improving incident resolution.

Read more about JIRA Service Management

Users also considered
Apptivo logo

CRM solution for managing customer accounts

Apptivo is a customer relationship management app that allows businesses to create and manage customer accounts with information such as contact information, website, annual revenue‚ address‚ number of employees‚ & more. Accounts can be associated with other records such as contacts or opportunities.

Read more about Apptivo

Users also considered
MasterControl Quality Excellence logo
Category Leaders

Cloud-based quality management system for life sciences.

MasterControl's customer complaint management system helps thousands of companies ensure timely response to complaints about their product. This is crucial in the life science industry, where safety of patients is a top priority.

Read more about MasterControl Quality Excellence

Users also considered
Bitrix24 logo

All in one business management workspace

Bitrix24 is a free cloud and open source collaboration platform providing CRM, document management, tasking, time management, and project management tools. Over 12 million companies rely on Bitrix24 in 186 countries.

Read more about Bitrix24

Users also considered
Smartsupp logo

Smartsupp–Live Chat, Chatbots, and Video Recordings

Customers need to communicate with your team when they run into potential issues. Offering live chat for teams of agents with conversation history, Facebook and email Integration, a contact form, and much more, Smartsupp delivers very powerful tools built for complaint management and customer care.

Read more about Smartsupp

Users also considered
CXone Mpower logo
Category Leaders

Cloud-based contact center software

CXone Mpower is a cloud-based contact center platform that assists with customer experience (CX), brand value optimization, and more.

Read more about CXone Mpower

Users also considered
XM for Customer Experience logo

Customer experience management (CXM) platform

Understand customers, boost productivity, and reduce costs with the world's most advanced, AI-driven platform for complaint management.

Read more about XM for Customer Experience

Users also considered
Front logo
Category Leaders

AI-enabled customer service platform for collaboration

Front is a complaint management solution that enables support, sales, and account management teams to solve customer inquiries at scale. Front streamlines customer communication by combining the efficiency of a help desk and the familiarity of email.

Read more about Front

Users also considered
Vtiger CRM logo
Category Leaders

All-in-one CRM for small businesses

Vtiger works with over 100,000 businesses helping them deliver outstanding customer experiences by breaking barriers between their marketing, sales, and support teams.

Read more about Vtiger CRM

Users also considered
Gladly logo

Cloud-based customer service platform

Gladly helps brands turn complaints into loyalty with fast, personalized support and AI-assisted resolution across every channel.

Read more about Gladly

Users also considered
Issuetrak logo

Issue tracking and workflow automation platform

Issuetrak is an issue tracking and workflow management software designed for service-driven industries including manufacturing, healthcare, and finance. The platform features omnichannel ticket submission, automated issue assignment, customizable task flows, and a comprehensive knowledge base for information management. Organizations can deploy Issuetrak either on-premises or via cloud hosting to streamline customer support operations and complaint management processes.

Read more about Issuetrak

Users also considered
Missive logo

Collaborative inbox for teams

Missive is a team inbox and chat tool that helps teams to collaborate across email, SMS, WhatsApp, Twitter, and other communication channels. The inbox provides a business-first collaborative experience.

Read more about Missive

Users also considered
Supportbench logo

The Only AI Customer Support Platform

Supportbench: Cut costs, boost resolution speeds, and enable agents with AI-driven support.

Read more about Supportbench

Users also considered

Key features for Complaint Management software

Based on GetApp's analysis of verified user reviews collected between July 2021 and August 2024.

  • Corrective and Preventive Actions (CAPA): Reviewers appreciate CAPA for identifying and resolving issues, standardizing processes, and ensuring compliance with regulations. 96% of reviewers rated this feature as important or highly important.
  • Access Controls/Permissions: Users value access controls for maintaining security, compliance, and efficient role-based permission management. 95% of reviewers rated this feature as important or highly important.
  • Real-Time Notifications: Reviewers highlight real-time notifications for keeping teams informed and responding quickly to customer inquiries and internal issues. 95% of reviewers rated this feature as important or highly important.
  • Live Chat: Users find live chat beneficial for providing real-time support, improving customer satisfaction, and reducing reliance on email. 91% of reviewers rated this feature as important or highly important.
  • Support Ticket Management: Reviewers emphasize support ticket management for streamlining customer support, tracking inquiries, and improving team efficiency. 89% of reviewers rated this feature as important or highly important.
  • Issue Tracking: Users appreciate issue tracking for proactively addressing problems, monitoring trends, and ensuring compliance and quality. 88% of reviewers rated this feature as important or highly important.