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Top Rated Help Desk Software with Reporting/Analytics in 2026

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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 agent performance, customer behavior, and ticket trends. This helps identify areas for improvement, streamline processes, and make informed decisions to enhance overall service efficiency. Our reviewers in help desk software rated this feature as important.

6 Best Help Desk Software with Reporting/Analytics

Product
User rating
Starting price
Zendesk Suite logo
4.4
(4K)
39
per user/per month
visit website
Zoho Desk logo
4.5
(2.2K)
20
per user/per month
visit website
Freshdesk logo
4.5
(3.3K)
19
per user/per month
visit website
LiveChat logo
4.6
(1.7K)
24
per user/per month
visit website
LiveAgent logo
4.7
(1.7K)
15
per user/per month
visit website
BeyondTrust Remote Support logo
4.6
(2K)
1995
/per month

See other top Help Desk products with reporting/analytics

How we picked the 6 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 Help Desk 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 up to three products based on our proprietary ratings and reviews: Highest rated, Highly rated for reporting/analytics, and Highly rated for free version. 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 6 best products

Zendesk Suite logo

Zendesk Suite

Reviews Sentiment
 
 
 
1-2(117)
3-4(1,679)
5(2,270)
Key Features
Ticket Management
Real-Time Notifications4.4

User insights about the reporting/analytics feature

Reviewers appreciate Zendesk Suite's reporting and analytics for providing valuable insights into customer behavior and agent performance. They find the dashboards easy to create and integrate with tools like PowerBI. However, users mention that setting up reports can be complicated and expensive, and the out-of-the-box reporting is not always intuitive. Custom reports and real-time analytics are particularly valued.
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“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

Starting price
39per user /
per month
visit website
Pros and Cons based on 4,066 verified reviews
Verified reviewer profile picture

Efficient client support

Comprehensive issue tracking

Robust customer support

Effective team management

Streamlined helpdesk support

High costs and confusing pricing

Slow performance speed

Challenges in data management

Inconsistent issue resolution

Limited email management

See pros and cons details
Zoho Desk logo

Zoho Desk

Reviews Sentiment
 
 
 
1-2(21)
3-4(883)
5(1,304)
Key Features
Ticket Management
Real-Time Notifications4.5

User insights about the reporting/analytics feature

Reviewers highlight Zoho Desk's powerful and user-friendly reporting and analytics capabilities. They value the ability to generate detailed reports and integrate with Zoho Analytics and Zoho CRM for a comprehensive view. Users find the predefined analytical data useful for evaluating performance and optimizing customer support, though some mention the need for improvement compared to other tools.
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“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

Starting price
20per user /
per month
visit website
Pros and Cons based on 2,208 verified reviews
Verified reviewer profile picture

Enhanced productivity features

Effective team collaboration

Streamlined client interactions

Support for business expansion

Seamless CRM integration

Slow performance issues

Notification management challenges

Email handling limitations

Complex user interface

See pros and cons details
Freshdesk logo

Freshdesk

Reviews Sentiment
 
 
 
1-2(49)
3-4(1,344)
5(2,002)
Key Features
Ticket Management
Real-Time Notifications4.6

User insights about the reporting/analytics feature

Reviewers value Freshdesk's reporting and analytics for providing insights into key performance metrics like response times, resolution rates, and customer satisfaction. They appreciate the ability to create custom reports and the visual representation of data. However, some users find the exporting of reports cumbersome and mention issues with the accuracy and usability of built-in reporting features.
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“one of the main issues we have with FD is the lack of reliable reporting. we currently extract raw ticket data and dump the data into Tableau instead of using the built in reporting and dashboard features within FD. we have found that the reporting and analytics components in FD are not accurate and are too clunky to work with”
AF

Alex F.

Analyst

“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

Starting price
19per user /
per month
visit website
Pros and Cons based on 3,395 verified reviews
Verified reviewer profile picture

Multichannel communication support

Efficient help desk management

Enhanced team collaboration

Robust issue tracking

Comprehensive customer support

Limited search functionality

Slow performance speed

Inconsistent issue resolution

Inefficient email management

Problematic call management

See pros and cons details
LiveChat logo

LiveChat

Reviews Sentiment
 
 
 
1-2(19)
3-4(489)
5(1,198)
Key Features
Ticket Management
Real-Time Notifications4.6

User insights about the reporting/analytics feature

Reviewers indicate that LiveChat's reporting and analytics tools provide valuable insights, though some find it difficult to integrate with other tools like PowerBI. They appreciate the prebuilt dashboards and the ability to track agent responses and main issues. Users also find the visual representation of data through graphs and reports helpful for understanding customer behavior and improving service.

See related user reviews

“I'm able to easily report on number of customers attended, conversion of visitors to clients and the frequency of communication for clients”
JM

John M.

Lead consultant

“It is fairly hard to integrate livechat to other reporting tools such as powerbi. The prebuikt dashboards are good however and provide thorough statistics”
JD

Jason D.

It analayst

Starting price
24per user /
per month
visit website
Pros and Cons based on 1,706 verified reviews

Effective team collaboration

Extensive integration options

Easy implementation process

Enhanced client communication

Seamless website integration

Frequent connection issues

High costs for small teams

Inconsistent issue resolution

Messaging limitations

See pros and cons details
LiveAgent logo

LiveAgent

Reviews Sentiment
 
 
 
1-2(7)
3-4(493)
5(1,248)
Key Features
Ticket Management
Real-Time Notifications4.6

User insights about the reporting/analytics feature

Reviewers appreciate LiveAgent's reporting and analytics capabilities for tracking customer support success and engagement. They find it easy to see statistics like average ticket response times and detailed analytics for better insights. Users highlight the comprehensive reports that help analyze and improve communication and customer support, and the ease of setting up and using these tools.

See related user reviews

“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

“It's easy to see stats like average amount of tickets answered, time taken etc.”
BH

Ben H.

Manager

Starting price
15per user /
per month
visit website
Pros and Cons based on 1,748 verified reviews

Unified social media management

Enhanced team coordination

Comprehensive client support

Centralized communication channels

Frequent technical issues

Complex email management

Challenging call management

See pros and cons details
BeyondTrust Remote Support logo
Reviews Sentiment
 
 
 
1-2(19)
3-4(654)
5(1,336)
Key Features
Ticket Management
Real-Time Notifications4.6

User insights about the reporting/analytics feature

Reviewers find BeyondTrust Remote Support's reporting and analytics easy to use and accurate. They appreciate the ability to generate comprehensive reports with customizable filters, which help in monitoring performance and identifying areas for improvement. Users highlight the importance of these tools for keeping workflows in line and making data-driven decisions.
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“Administrators and users with the appropriate privileges can generate extensive comprehensive reports as well as apply filters to customize the information in the reports based on specific needs.”
JL

Juan L.

Ingeniero

“The reporting process helps me to organize data into informational summaries in order to monitor how different areas of my business are performing; while the analytics is used to study data from the reports in order to extract meaningful insights to fix, improve and for the better perfromance of my company.”
Verified reviewer profile picture

Adebayo A.

Executive Protection/Safety Officer

Starting price
1995 /
per month
Pros and Cons based on 2,009 verified reviews
Verified reviewer profile picture

Efficient remote support

Effective IT support

Convenient remote assistance

Quick problem solving

Reliable tech support

Slow connection speed

High pricing concerns

Complicated user connection

Frequent connectivity issues

See pros and cons details

Other Top Rated Help Desk Software with Reporting/Analytics in 2026

Freshservice logo

Freshservice

A complete IT service management (ITSM) tool for business

visit website
Freshservice is an online ITIL-aligned service desk and ITSM software that’s easy to set up and use, to transform employee experience across the organization.

Read more about Freshservice

Users also considered
Zendesk Suite logo

Zendesk Suite

AI powered customer service across all channels

visit website
Zendesk's fully customizable help desk 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
Zoho Desk logo

Zoho Desk

Customer service software for businesses of all sizes

visit website
Use Zoho Desk to automate ticket 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
NinjaOne logo

NinjaOne

Category Leaders

NinjaOne simplifies IT with one platform

visit website
NinjaOne Ticketing offers IT teams the ability to improve ticket resolution times and service delivery outcomes with actionable, context-rich automated IT ticketing. Identify, analyze, and remediate problems with automatically populated vital information, system details, and more.

Read more about NinjaOne

Users also considered
Freshdesk logo

Freshdesk

Online helpdesk system and customer service software

visit website
Freshdesk helps businesses offer stellar customer service by combining omnichannel ticket management with helpdesk automations, SLA management, and robust reporting.

Read more about Freshdesk

Users also considered
InvGate Service Management logo

InvGate Service Management

Web-based IT service desk software

visit website
Use InvGate to manage & automate your IT help desk with ticket management, self-service, SLAs, workflows, gamification, customer feedback, analytics & more.

Read more about InvGate Service Management

Users also considered
BOSSDesk logo

BOSSDesk

Category Leaders

BOSSDesk a FrontRunner in Help Desk Software

visit website
BOSSDesk provides a fully integrated Help Desk Software and IT Asset Management solution for both cloud and on-premise. It has been highly ranked by customers for providing an affordable ITSM solution with great user experience, wide range of features, and excellent customer support.

Read more about BOSSDesk

Users also considered
HubSpot Service Hub logo

HubSpot Service Hub

Cloud-based customer service solution for firms of all sizes

visit website
HubSpot Service Hub is a cloud-based customer service platform, which aims to simplify processes for managing customer queries & improving client engagement. It allows users to connect with customers via live chat, one-to-one customer communication, conversational bots, and more.

Read more about HubSpot Service Hub

Users also considered
Atera logo

Atera

Category Leaders

Cloud and mobile-based IT management platform with AI

visit website
Atera’s all-in-one help desk and RMM platform is specifically tailored to help IT professionals streamline their day-to-day tasks. This includes Intelligent and AI-Powered Ticketing, IT Automation, and Reporting – all in one dashboard.

Read more about Atera

Users also considered
SysAid logo

SysAid

Category Leaders

AI-enabled ITSM platform for businesses of all sizes

visit website
SysAid is the most advanced AI-Powered Help Desk platform in the market. By placing AI front and center in the organization's service delivery, SysAid guarantees enhanced employee satisfaction and a significantly reduced MTTR, all while boosting both productivity and efficiency.

Read more about SysAid

Users also considered
Intercom logo

Intercom

Intercom is bringing AI-first Customer Service to the world

visit website
Intercom is the only complete AI-first customer service platform, enhancing the customer experience, improving operational efficiency, and scaling with your business every step of the way.

Read more about Intercom

Users also considered
Xurrent logo

Xurrent

Service Management for the Modern Enterprise

visit website
Xurrent AI Service Desk puts intelligence in the flow of work. Embedded Sera AI and a native virtual agent summarize, classify, and route instantly, draft knowledge, and power 24/7 self service. Launch in 5 weeks with no bolt ons. Reduce MTTR and lift CSAT across the enterprise.

Read more about Xurrent

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
LiveChat logo

LiveChat

The AI-First Platform to Support Customers and Boost Sales

visit website
Fully functional customer service platform with help desk, ticketing system and live chat software. Designed for engaging and supporting online visitors!

Read more about LiveChat

Users also considered
LiveAgent logo
Category Leaders

Multichannel customer care solution with an AI chatbot

LiveAgent is the ultimate help desk software over 138+ powerful features. It helps businesses manage multi channel communication via help desk tickets from a unified inbox. Join companies like BMW, Yamaha, and Huawei in CS excellence.

Start with a 1 month free trial, no credit card required.

Read more about LiveAgent

Users also considered
BeyondTrust Remote Support logo

Secure remote access software

BeyondTrust Remote Support enables help desk teams to quickly and securely access and fix any remote device, running any platform, located anywhere in the world through one solution.

Read more about BeyondTrust Remote Support

Users also considered
ISL Light logo
Category Leaders

Remote support software & unattended remote access

Remote support software for helpdesks. Can be integrated into CRM and ITIL incident management products (BMC).

Read more about ISL Light

Users also considered
EngageBay CRM logo
Category Leaders

Integrated sales & marketing software for growing teams

AI-powered all-in-one CRM for marketing, sales, and support — built to help small businesses grow faster.

Read more about EngageBay CRM

Users also considered
Tidio logo

Aill-in-one customer support software with AI features

Tidio is a help desk 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
Salesforce Service Cloud logo

AI powered customer service management platform

Help your support agents solve customer problems faster by putting the right tools at their fingertips with Salesforce Service Cloud.

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
SolarWinds Service Desk logo

IT Service Desk & Asset Management Software

Manage and prioritize service requests in one place with the SolarWinds Service Desk, and continuously improve how IT supports strategic business needs.

Read more about SolarWinds Service Desk

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
Supremo Remote Desktop logo

Remote assistance, IT professionals, System administrators

SupRemo helps private and companies to connect with remote devices or servers to manage applications and provide support. The white-label capabilities let professionals personalize the interface using custom logos, company details and themes to establish brand identity with clients.

Read more about Supremo Remote Desktop

Users also considered

Key features for Help Desk software

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

  • Ticket Management: Reviewers appreciate the ability to create, assign, track, and update tickets. Customization options and integration with other tools enhance organization and efficiency. 95% of reviewers rated this feature as important or highly important.
  • Real-Time Notifications: Users value immediate alerts for new and updated tickets, which enable prompt responses and improve customer satisfaction. Customizable notification settings are also highlighted. 89% of reviewers rated this feature as important or highly important.
  • Knowledge Base Management: Reviewers commend the centralization of information, allowing customers and agents to access helpful articles and FAQs. This feature reduces support inquiries and enhances self-service. 85% of reviewers rated this feature as important or highly important.
  • Alerts/Escalation: Users highlight the importance of timely alerts and escalation processes for addressing urgent issues. Customizable alert settings and automated workflows ensure efficient problem resolution. 85% of reviewers rated this feature as important or highly important.
  • Access Controls/Permissions: Reviewers emphasize the importance of granular access control for security and data protection. The ability to assign specific roles and permissions helps maintain compliance and streamline operations. 85% of reviewers rated this feature as important or highly important.