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 Customer Service Software with Collaboration Tools 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: April 2026

Collaboration tools improve communication and coordination among team members, ensuring everyone is on the same page. They streamline workflows, facilitate information sharing, and enhance overall productivity in customer service operations. Our reviewers in customer service software rated this feature as important.

4 Best Customer Service Software with Collaboration Tools

  • Freshdesk
  • Webex Suite - Highest rated for collaboration tools
  • Salesforce Sales Cloud
  • JIRA Service Management

See other top Customer Service products with collaboration tools

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 customer service software category. They also needed to have sufficient reviews about collaboration tools, 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 collaboration tools 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
4.5
(3.4K)

User insights about the collaboration tools feature

Reviewers indicate that Freshdesk's collaboration tools enhance teamwork and project precision. They appreciate features like mentioning other users on tickets, adding private notes, and attaching various file types. Users find it easy to see when other agents are working on a ticket and to move tickets between teams. They also value integrations with apps like Trello and certain Call Management Service Providers. However, some users note that they rely more on other internal methods like Microsoft Teams for collaboration.
“We are able to collaborate international Support Agents (Europe/Asia/USA) and grant limited access to other key members of our team who need to check specific items but are not Support Agents. We can leave notes to each other and also receive email notices when action is required or an update is needed. ”
GS

Gina S.

Customer Success Manager

“You can see when other agents are working on a ticket to avoid two people working on the same thing. Further to that, moving tickets between teams is easy, and through comments, teams can communicate with each other openly on the ticket.”
Verified reviewer profile picture

Marcel W.

Head of Customer Service

Customer Service key features coverage

Freshdesk offers 6 out of the 6 key features for Customer Service software identified by reviewers:

Support Ticket Management4.6
Call Center Management4.4
Multi-Channel Communication4.2
Email Management4.5
Mobile Access4.3
Live Chat4.4

Pros and cons based on 3,407 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 3,407 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.

Webex Suite logo
4.4
(7.3K)

User insights about the collaboration tools feature

Reviewers appreciate Webex Suite's collaboration tools for their interactivity and variety. They highlight capabilities like whiteboard collaboration, file sharing with version tracking, and group work during training sessions. Users find the tools helpful for engaging participants through live chat, audience polling, and Q&A. They also value the integration with Outlook for setting up meetings and the ability to share content easily. However, some users mention missing features like drawing on screen sharing and the need for multiple tools for different tasks.
“When you shared files, the platform saved a register of your version & It warns you If someone else sent another version of the same file, so you can check out the last modifications to take them in account to your file.”
PC

Patricia C.

Sales Consultant

“There are very interactive collaboration tools present in Webex. One of the very interactive features. Users can collaborate by making prototype design. This can be done through whiteboard collaboration. ”
IP

Ishaan P.

Software Engineer Intern

Customer Service key features coverage

Webex Suite offers 6 out of the 6 key features for Customer Service software identified by reviewers:

Support Ticket Management4.6
Call Center Management4.6
Multi-Channel Communication4.5
Email Management4.4
Mobile Access4.4
Live Chat4.5

Pros and cons based on 7,395 verified reviews

54% of users rated Webex Suite 5 out of 5 stars, while 2% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 7,395 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Efficient remote collaboration

Robust communication conferencing

Enhanced team collaboration

Interactive webinars

Effective online training

Cons:

Connectivity issues

Browser compatibility problems

Complicated issue management

Navigation and screen issues

User experience challenges

See pros and cons details

Pricing

Starting price:$25 per user/per month|Free version:Available|Free trial:Available

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

Salesforce Sales Cloud logo
4.4
(18.7K)

User insights about the collaboration tools feature

Reviewers value Salesforce Sales Cloud's collaboration tools for enhancing team communication and coordination. They highlight features like Chatter and Slack integration, which facilitate information sharing and streamline workflows. Users appreciate the ability to add team members on opportunities and accounts, and the integration with other software like Tableau, Power BI, and RingCentral. However, some users feel that the collaboration tools could be more developed and note that they often rely on other software for collaboration.
“"Collaboration Tools" in Salesforce Sales Cloud foster teamwork and communication among sales teams. They enhance real-time information sharing, enabling quick responses to customer needs and streamlining the sales process. This promotes a more efficient and coordinated sales effort, ultimately driving revenue growth.”
NA

Naveed A.

Site engineer

“Collaboration tools like Chatter and Slack integration, help teams communicate and share information easily, ensuring effectiveness.”
Verified reviewer profile picture

PRACHI K.

Legal Consultant

Customer Service key features coverage

Salesforce Sales Cloud offers 6 out of the 6 key features for Customer Service software identified by reviewers:

Support Ticket Management4.6
Call Center Management4.4
Multi-Channel Communication5.0
Email Management4.2
Mobile Access4.0
Live Chat4.3

Pros and cons based on 18,765 verified reviews

55% of users rated Salesforce Sales Cloud 5 out of 5 stars, while 2% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 18,765 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Comprehensive tracking capabilities

Effective client management

Robust CRM functionalities

Advanced sales management tools

Enhanced organizational capabilities

Cons:

Slow performance speed

Complex setup and configuration

Steep learning curve

Challenging user experience

Not ideal for small businesses

See pros and cons details

Pricing

Starting price:$25 per user/per month|Free version:Not available|Free trial:Available

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

JIRA Service Management logo
4.5
(762)

User insights about the collaboration tools feature

Reviewers appreciate JIRA Service Management's collaboration tools for their ease of use and integration capabilities. They highlight the ability to tag team members, reassign tasks, and track status, which keeps business moving efficiently. Users value integrations with tools like Bitbucket, PagerDuty, Slack, and GitHub, which enhance notifications and real-time updates. They find it easy to collaborate on dashboards, user stories, and issue resolution, although some mention the need to manually save progress.
“The tools made available to manage collaboration between users are very useful and well implemented, it is always possible to easily tag other stakeholders and reassign tasks to other people”
Verified reviewer profile picture

Simone I.

Marketing Technology Manager

“It is easy to collaborate on dashboards and user stories within projects thanks to many features that allow to tag tasks and assign users ti them.”
Verified reviewer profile picture

Kacper K.

Software developer

Customer Service key features coverage

JIRA Service Management offers 4 out of the 6 key features for Customer Service software identified by reviewers:

Support Ticket Management4.6
Call Center Management
Multi-Channel Communication4.3
Email Management4.2
Mobile Access4.0
Live Chat

Pros and cons based on 762 verified reviews

58% of users rated JIRA Service Management 5 out of 5 stars, while 2% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 762 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Comprehensive task tracking

Efficient request management

Enhanced team collaboration

Robust project tracking

Cons:

Performance speed issues

High costs for small businesses

Complex user access management

See pros and cons details

Pricing

Starting price:$20 per user/per month|Free version:Available|Free trial:Available

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

Other Top Rated Customer Service Software with Collaboration Tools in 2026

Salesforce Sales Cloud logo

Cloud-based CRM and sales automation software

Salesforce Sales Cloud is a cloud-based Customer Relationship Management (CRM) application from Salesforce. The platform combines human sales professionals with AI-powered automation, data, and intelligence. This integrated solution is designed to help businesses of all sizes and industries.

Read more about Salesforce Sales Cloud

Users also considered
Webex Suite logo

One app for everything. And everyone.

Webex brings together Calling, Meeting and Messaging modes of collaboration into a seamless, engaging, inclusive and intelligent experience.

Read more about Webex Suite

Users also considered
Dynamics 365 logo

ERP and CRM applications from Microsoft

Microsoft Dynamics 365 is a multi-language, multi-currency enterprise resource planning (ERP) software. The solution is designed for midsize and larger companies, and is fully customizable and extensible through its rich development platform and tools.

Read more about Dynamics 365

Users also considered
Freshdesk logo
Category Leaders

Online helpdesk system and customer service software

Freshdesk is a cloud-based customer service software that offers powerful solutions that businesses of all sizes use to strengthen customer relationships across channels.

Read more about Freshdesk

Users also considered
Zendesk Suite logo

AI powered customer service across all channels

Zendesk's fully customizable service solution scales with your business and enables organizations to solve tickets easily. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from 700+ app integrations.

Read more about Zendesk Suite

Users also considered
ScreenConnect logo

Remote meeting platform for resolving customers' queries

ScreenConnect is a help desk solution that allows businesses to detect and resolve customer queries through remote monitoring capabilities. Agents can prevent potential cyberthreats & protect data via features such as AES-256 encryption and two-factor authentication.

Read more about ScreenConnect

Users also considered
LiveAgent logo
Category Leaders

Multichannel Help Desk Solution with Powerful AI Features

LiveAgent is a powerful Customer Service solution. It helps you manage customer interactions with 180+ Help Desk features and 200+ integrations.

Enjoy social media integrations, customer relationship management, video calls, ticketing, and more.
Start your 30-Day free trial, no credit card required

Read more about LiveAgent

Users also considered
LiveChat logo
Category Leaders

AI-based live chat for customer support and sales teams

Connect with your customers on the website, provide them with immediate help when questions arise and create a great customer experience! Try LiveChat for free!

Read more about LiveChat

Users also considered
Zoho Desk logo
Category Leaders

Customer service software for businesses of all sizes

Zoho Desk helps you manage all customer interactions coming from multiple channels. Artificial Intelligence assistant, automate ticket management, measure satisfaction & customize support. Our free plan gives you 3 users free to help you get a head start with your customer service operations.

Read more about Zoho Desk

Users also considered
Intercom logo

AI-powered customer service with helpdesk

Intercom is redefining how businesses support their customers using powerful messaging and automation

Read more about Intercom

Users also considered
NetSuite logo

AI-powered cloud-based business management suite

NetSuite is an AI-powered cloud-based business management suite. It helps organizations streamline their operations and gain real-time insights into their performance. The suite caters to a range of industries such as manufacturing, retail, and professional services.

Read more about NetSuite

Users also considered
Tidio logo

Aill-in-one customer support software with AI features

Tidio is a customer service software suite comprising help desk, live chat, chatbot, and AI agent products. Create chatbot automations with Flows, talk to your clients live in real time, or delegate issue handling to Lyro, an AI agent for customer support, capable of resolving up to 64% of issues.

Read more about Tidio

Users also considered
TeamSupport logo

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
Talkdesk logo
Category Leaders

Cloud-based contact center & customer experience platform

Delight your customers with excellent customer service voice support. Talkdesk is a browser based call center software that is easy to set up and easy to use.

Read more about Talkdesk

Users also considered
Salesforce Service Cloud logo

AI powered customer service management platform

Salesforce Service Cloud helps to automate customer support combining unified case management, knowledge base, social media support, live chat, & self service.

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
Odoo logo

All-in-one open-source business software

Odoo is an all-in-one, open-source business platform covering CRM, Sales, Accounting, Inventory, Manufacturing, and Projects. It’s fully integrated, customizable, and scalable for companies of any size or budget.

Read more about Odoo

Users also considered
SolarWinds Service Desk logo

IT Service Desk & Asset Management Software

Use SolarWinds Service Desk to treat your employees like your best customers with greater visibility into past and present service requests and tickets.

Read more about SolarWinds Service Desk

Users also considered
FixMe.IT logo

Remote Support Software That Always Works

Remote support software designed for delivering on-demand and unattended support from anywhere in the world.

Read more about FixMe.IT

Users also considered
Bitrix24 logo

All in one business management workspace

Bitrix24 is #1 free client management (CRM) and customer service solution, used by 12 million businesses worldwide. Cloud/mobile/open source editions available. Multichannel customer service — email, telephony, website live chat, Facebook, Instagram, Viber, WhatsApp, Skype, Slack, etc.

Read more about Bitrix24

Users also considered
Superchat logo

The comprehensive messaging suite for your business.

Superchat was established to give businesses an easy way to communicate with their customers. The comprehensive messaging suite provides the tools needed to create a unique customer experience.

Read more about Superchat

Users also considered
Spotler CRM logo

The Powerful CRM for Growing Teams

Spotler CRM is designed for growing teams, making it easy to set up and simple to use. All your data is in one place helping you effectively manage your contacts and share information, enabling great team collaboration, improved customer relationships and increased sales.

Read more about Spotler CRM

Users also considered
Yonyx logo

Decision tree driven Interactive guides for customer service

Create decision tree driven interactive guides for customer service that integrate with your CRM system & help improve consistency & quality of service.

Read more about Yonyx

Users also considered
Kixie PowerCall logo

More Connections, Better Conversations. AI-enhanced RevComms

Kixie is a cutting-edge revenue communications platform designed to supercharge your team’s calling and texting capabilities. Kixie leverages AI and automation to streamline outreach, maximize efficiency, and drive real revenue growth — all while keeping the human element in every conversation.

Read more about Kixie PowerCall

Users also considered
Pipefy logo

Cloud-based and AI-powered process orchestration platform

Centralize and connect the whole customer journey in one place and improve satisfaction with a customer-centric CS operation with Pipefy.

Read more about Pipefy

Users also considered

Key features for Customer Service software

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

  • Support Ticket Management: Reviewers value the ability to customize, prioritize, and efficiently manage tickets across different teams, ensuring timely resolution and improved customer satisfaction. 90% of reviewers rated this feature as important or highly important.
  • Call Center Management: Users appreciate features like call tracking, automatic call distribution, and real-time reporting, which enhance efficiency, agent productivity, and customer satisfaction. 89% of reviewers rated this feature as important or highly important.
  • Multi-Channel Communication: Reviewers highlight the convenience of managing customer interactions across various channels like email, chat, and social media from a single platform. 88% of reviewers rated this feature as important or highly important.
  • Email Management: Users find the ability to manage and automate email responses, set up templates, and integrate with other tools crucial for efficient communication and customer service. 85% of reviewers rated this feature as important or highly important.
  • Mobile Access: Reviewers appreciate the flexibility of accessing and managing customer service operations on the go, ensuring continuous support and responsiveness. 84% of reviewers rated this feature as important or highly important.
  • Live Chat: Users value real-time customer engagement, the ability to initiate proactive conversations, and seamless integration with other support tools to enhance customer experience. 82% of reviewers rated this feature as important or highly important.