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Top Rated Customer Support 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 insights into ticket trends, response times, and customer satisfaction. They help streamline operations, identify areas for improvement, and enhance decision-making by offering detailed and customizable reports. Our reviewers in customer support software rated this feature as important.

3 Best Customer Support Software with Reporting/Analytics

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

See other top Customer Support products with reporting/analytics

How we picked the 3 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 support 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 3 best products

Zoho Desk logo

Zoho Desk

4.5
(2.2K)
visit website

User insights about the reporting/analytics feature

Reviewers indicate that Zoho Desk's reporting and analytics capabilities are powerful and user-friendly. They appreciate the predefined analytical data and the ability to evaluate engineer performance. Users report that Zoho Desk integrates well with Zoho Analytics and Zoho CRM for a comprehensive view. They find the reports useful for monitoring SLA compliance and team productivity. They say the systematized and organized reports help businesses of all sizes gain insights into customer service performance and optimize operations.
“Being able to see live users on the site, monitor agents online time within their Zoho accounts and much more really makes reporting and analytics useful for businesses of all sizes. This also supports the identification of areas in which changes must be made.”
MD

Matt D.

Owner

“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

Customer Support key features coverage

Zoho Desk offers 5 out of the 5 key features for Customer Support software identified by reviewers:

Chat/Messaging4.7
Real-Time Notifications4.5
Knowledge Base Management4.4
Support Ticket Management4.6
Live Chat4.4

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 highlight Zendesk Suite's reporting and analytics capabilities for providing valuable insights into customer behavior and preferences. They appreciate the automated reporting, which saves time and aids in data-driven decision-making. Users report that the dashboards are helpful for tracking productivity and agent performance. They find the integration with tools like PowerBi beneficial for in-depth analysis. However, some users mention that setting up reports can be complicated and that advanced analytics require additional costs. They say Zendesk's real-time analytics and customizable reports are useful for various business needs.
“Setting up the reporting dashboard can be a little tricky and time consuming but other than the initial set up of what you want your reports on and how your dashboard looks, reporting is very detailed and easy. You can set up reports that'll run daily, weekly, etc. and this helps with not having to spend much time in retrieving the report. ”
Verified reviewer profile picture

Parker V.

Field Marketing Specialist

“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

Customer Support key features coverage

Zendesk Suite offers 5 out of the 5 key features for Customer Support software identified by reviewers:

Chat/Messaging4.5
Real-Time Notifications4.4
Knowledge Base Management4.3
Support Ticket Management4.5
Live Chat4.3

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 engagement. 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 customer satisfaction. They say LiveAgent helps analyze and enhance communication and customer support, making it a valuable tool in the IT industry.
“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

Customer Support key features coverage

LiveAgent offers 5 out of the 5 key features for Customer Support software identified by reviewers:

Chat/Messaging4.8
Real-Time Notifications4.6
Knowledge Base Management4.5
Support Ticket Management4.7
Live Chat4.8

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 Customer Support Software with Reporting/Analytics in 2026

Zoho Desk logo

Zoho Desk

Customer service software for businesses of all sizes

visit website
Zoho Desk helps you manage all customer interactions coming from multiple channels. Automate ticket management, measure satisfaction, & customize support.

Read more about Zoho Desk

Users also considered
Zendesk Suite logo

Zendesk Suite

AI powered customer service across all channels

visit website
Zendesk offers an AI-powered service platform that unifies conversations from multiple channels. It features AI agents for resolving inquiries, ticketing for support requests, and analytics for tracking service quality. Its Resolution Learning Loop technology enhances automation by integrating AI, human agents, and knowledge resources on one platform.

Read more about Zendesk Suite

Users also considered
Freshdesk logo

Freshdesk

Online helpdesk system and customer service software

visit website
Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

Read more about Freshdesk

Users also considered
Assembled logo

Assembled

Modern workforce management and customer issue resolution

visit website
Assembled is a support operations platform that combines modern workforce management and AI-powered issue resolution to help companies scale exceptional customer support.

Read more about Assembled

Users also considered
RenewityRMA logo

RenewityRMA

Returns management and product service tracking solution

visit website
RenewityRMA is a cloud-based solution that helps businesses define and implement processes for returns and service management across multiple locations. Key features include quote generation, case management, serial number validation, KPI tracking, data export, and reporting.

Read more about RenewityRMA

Users also considered
Helpfruit logo

Helpfruit

AI chatbots and help pages with all the protections you need

visit website
Helpfruit: Give your customers the right answer at the right time with AI chatbots and help pages. Escalate to live chat if needed.

Read more about Helpfruit

Users also considered
LiveAgent logo
Category Leaders

Multichannel customer care solution with an AI chatbot

LiveAgent is a web-based contact management and customer support solution. It helps businesses manage customer interactions from one cloud-based platform. LiveAgent's help desk solution is a leader in building strong customer relationships.

Start with a 30-Day free trial, no credit card required.

Read more about LiveAgent

Users also considered
LiveChat logo

The AI-First Platform to Support Customers and Boost Sales

LiveChat is a scalable customer engagement platform that leverages AI to help growing businesses streamline communication and drive growth. It helps businesses connect with visitors in real-time, streamline support workflows, and drive higher conversion rates through personalized, smart engagement.

Read more about LiveChat

Users also considered
Intercom logo

Intercom is bringing AI-first Customer Service to the world

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

Read more about Intercom

Users also considered
Birdeye logo
Category Leaders

AI-based webchat assistant for business conversations

Birdeye provides an AI-based chat solution for multi-location businesses that engages website visitors 24/7. The platform features intelligent conversation capabilities, lead capture functionality, and seamless handoff to live agents when needed. Businesses can personalize the chat widget to match their brand identity while managing all communications through a centralized smart inbox.

Read more about Birdeye

Users also considered
Tidio logo
Category Leaders

Aill-in-one customer support software with AI features

Tidio is a customer support 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
Category Leaders

Cloud-based customer support solution for B2B SaaS

TeamSupport AI-driven Customer Support Software goes beyond basic ticketing with live chat, messaging, and a 360° view of customer health. Built for growth-stage B2B SaaS companies to unite support and success teams with insights and workflows for onboarding, churn prevention, and product feedback.

Read more about TeamSupport

Users also considered
Lime Connect logo

Live chat and customer messaging for businesses of all sizes

Userlike is your chat hub for web, mobile and messaging support. Switch to a better method of customer support. For your customers, support agents, sales reps and managers.

Read more about Lime Connect

Users also considered
Smartsupp logo

Smartsupp–Live Chat, Chatbots, and Video Recordings

Smartsupp provides conversation management tools all the way through to AI. It delivers a multichannel customer support platform with live chat, chatbots, video recordings, and all of the customer care tools you will ever likely need to deliver consistent and outstanding website visitor assistance.

Read more about Smartsupp

Users also considered
Yonyx logo
Category Leaders

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
CXone Mpower logo

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

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Textline logo
Category Leaders

Cloud-based plug-and-play text messaging software

Textline is a plug-and-play text messaging software designed to help businesses securely communicate with clients using various phone numbers. The Health Insurance Portability and Accountability Act (HIPAA)-compliant platform enables healthcare providers to obtain, document, and store patient consent using built-in automation capabilities.

Read more about Textline

Users also considered
HelpCrunch logo

Customer Communication tool for support, marketing & sales

HelpCrunch is a top-rated customer communication platform for your Support, Marketing & Sales.
Increase conversions and sales, improve support, and grow faster with HelpCrunch.
Features:
- Live Chat
- Chatbot
- Email Marketing
- Help Desk
- Knowledge Base
- Popups
Try HelpCrunch for free!

Read more about HelpCrunch

Users also considered
Front logo
Category Leaders

AI-enabled customer service platform for collaboration

Front is customer support software that enables support, sales, and account management teams to deliver exceptional service 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
Help Scout logo

Cloud-based customer support platform

Help Scout is a shared inbox, help center, and live chat software that gives your team the tools needed to easily manage customer communications. The platform offers a range of features, including AI-powered tools, integrations, and analytics, to empower both your team and your customers.

Read more about Help Scout

Users also considered
Wati logo

Conversational AI Platform

Wati is an automated marketing, sales, service and support tool for businesses who want to use WhatsApp as a communication tool to sell more products and services.

Read more about Wati

Users also considered
Gladly logo
Category Leaders

Cloud-based customer service platform

Gladly is a modern customer support platform that unifies conversations and boosts team efficiency with AI and automation—no tickets required.

Read more about Gladly

Users also considered
Issuetrak logo
Category Leaders

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
Zight logo

Share information faster with visual context.

Provide the context and clarity needed without playing musical calendars. Use Zight to create video recordings and screen captures to use for training and onboarding, support and troubleshooting, giving regular updates or presentations, and relationship building.

Read more about Zight

Users also considered
Supportbench logo
Category Leaders

The Only AI Customer Support Platform

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

Read more about Supportbench

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Key features for Customer Support software

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

  • Chat/Messaging: Reviewers highlight the ease of real-time communication, customizable features, and integration with various platforms to improve customer engagement and support efficiency. 96% of reviewers rated this feature as important or highly important.
  • Real-Time Notifications: Users emphasize the importance of customizable real-time notifications for promptly addressing customer issues and maintaining efficient team collaboration. 94% of reviewers rated this feature as important or highly important.
  • Knowledge Base Management: Reviewers value the centralized and searchable repository for self-service and support documentation, enhancing efficiency and reducing resolution times. 92% of reviewers rated this feature as important or highly important.
  • Support Ticket Management: Users appreciate the systematic approach to tracking, prioritizing, and resolving tickets, which improves customer satisfaction and operational efficiency. 91% of reviewers rated this feature as important or highly important.
  • Live Chat: Reviewers highlight the real-time interaction, customization options, and seamless integration with other tools to provide immediate customer support and boost engagement. 86% of reviewers rated this feature as important or highly important.