Help Desk & Ticketing Software with Call Recording

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Zendesk   

2,050
Cloud customer service software
Zendesk is a leading Help Desk and Ticketing software solution trusted by over 200,000 customers worldwide. Read more about Zendesk
Cloud customer service software
Zendesk is a leading Help Desk and Ticketing software solution trusted by over 200,000 customers worldwide. Read more about Zendesk

Zoho Desk   

1,550
Industry's first context-aware Helpdesk Software
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
Industry's first context-aware Helpdesk Software
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

Dixa   

17
The Customer Friendship Platform
Get a beautifully simple help desk for email, chat, messenger & phone that runs in your browser. Dixa features automatic contact recognition and starts at $19. Read more about Dixa
The Customer Friendship Platform
Get a beautifully simple help desk for email, chat, messenger & phone that runs in your browser. Dixa features automatic contact recognition and starts at $19. Read more about Dixa

Freshdesk   

1,456
Online Customer Support Software & Helpdesk Solution
Freshdesk combines multi-channel ticket management with helpdesk automation offering features such as a team inbox, ticket routing, and event triggered actions. Read more about Freshdesk
Online Customer Support Software & Helpdesk Solution
Freshdesk combines multi-channel ticket management with helpdesk automation offering features such as a team inbox, ticket routing, and event triggered actions. Read more about Freshdesk

LiveAgent   

679
Great customer service starts with better help desk software
Great customer service starts with better Help Desk Software! Read more about LiveAgent

UJET   

42
Customer interaction & support platform with CRM integration
UJET is a modern cloud contact center software company with leading innovation in smartphone-era customer support on the web, phone, and mobile apps. Read more about UJET
Customer interaction & support platform with CRM integration
UJET is a modern cloud contact center software company with leading innovation in smartphone-era customer support on the web, phone, and mobile apps. Read more about UJET

Teamwork Desk   

101
Helpdesk Software Your Team Can Rely On
Teamwork Desk has all the features your team needs to provide world-class customer support with a personal touch. Read more about Teamwork Desk
Helpdesk Software Your Team Can Rely On
Teamwork Desk has all the features your team needs to provide world-class customer support with a personal touch. Read more about Teamwork Desk

NetHelpDesk   

29
ITIL aligned service desk software
NetHelpDesk is provides ITIL aligned service desk software that can be installed on premise or in the cloud. Read more about NetHelpDesk
ITIL aligned service desk software
NetHelpDesk is provides ITIL aligned service desk software that can be installed on premise or in the cloud. Read more about NetHelpDesk

Genesys PureCloud   

74
Mobile optimized cloud call center with multichannel routing
Genesys PureCoud is a cloud contact centre and employee collaboration solution that's easy to use, quick to deploy, and built for rapid innovation. Read more about Genesys PureCloud
Mobile optimized cloud call center with multichannel routing
Genesys PureCoud is a cloud contact centre and employee collaboration solution that's easy to use, quick to deploy, and built for rapid innovation. Read more about Genesys PureCloud

Bitrix24   

333
Free collaboration, communication & management tool suite
Bitrix24 is an online -or self-hosted- business collaboration platform providing CRM, document management, tasking, time management, & project management tools. Read more about Bitrix24
Free collaboration, communication & management tool suite
Bitrix24 is an online -or self-hosted- business collaboration platform providing CRM, document management, tasking, time management, & project management tools. Read more about Bitrix24

Agile CRM   

318
Sales and marketing CRM for growing businesses
Agile CRM combines powerful automation, telephony, web, mobile, email, social and scheduling features to effectively manage the entire customer journey. Read more about Agile CRM
Sales and marketing CRM for growing businesses
Agile CRM combines powerful automation, telephony, web, mobile, email, social and scheduling features to effectively manage the entire customer journey. Read more about Agile CRM

Help Scout  

142
Web-based help desk designed for better customer experience
Help Scout automates help desk activity with workflows, unlimited email inboxes, collision detection, knowledge base creation, customer profiles, and more. Read more about Help Scout
Web-based help desk designed for better customer experience
Help Scout automates help desk activity with workflows, unlimited email inboxes, collision detection, knowledge base creation, customer profiles, and more. Read more about Help Scout

LiveHelpNow  

68
Help desk and live chat solution for customer service
LiveHelpNow is a help desk software solution for customer service and live chat. LiveHelpNow's live chat tool engages with website visitors to garner customer feedback, send targeted messages & relevant recommendations. It also provides email & ticket management, knowledge base publishing & more. Read more about LiveHelpNow
Help desk and live chat solution for customer service
LiveHelpNow is a help desk software solution for customer service and live chat. LiveHelpNow's live chat tool engages with website visitors to garner customer feedback, send targeted messages & relevant recommendations. It also provides email & ticket management, knowledge base publishing & more. Read more about LiveHelpNow

HappyFox  

71
Helpdesk, customer support software
HappyFox is a practical help desk solution to manage requests from multiple channels, with a ticket system, self-service knowledge base, & community forums. Read more about HappyFox
Helpdesk, customer support software
HappyFox is a practical help desk solution to manage requests from multiple channels, with a ticket system, self-service knowledge base, & community forums. Read more about HappyFox

Groove  

54
Support, Simplified.
Use Groove's ticket management system to assign, prioritize & track support requests, automate actions & workflows, log contact details & interactions, & more. Read more about Groove
Support, Simplified.
Use Groove's ticket management system to assign, prioritize & track support requests, automate actions & workflows, log contact details & interactions, & more. Read more about Groove

Deskpro  

26
Customer service software you can depend on
Helpdesk software you can depend on, with ticketing for email, live chat and voice. Available on cloud and on-premise. Read more about Deskpro
Customer service software you can depend on
Helpdesk software you can depend on, with ticketing for email, live chat and voice. Available on cloud and on-premise. Read more about Deskpro

InfoServ  

11
Integrated Call Center, Help Desk, and CRM software system
InfoServ CRM, integrated Call Center, Help Desk & CRM software solution, is a powerful tool to attract, retain, and delight customers and grow your company into a customer-centric organization. Read more about InfoServ
Integrated Call Center, Help Desk, and CRM software system
InfoServ CRM, integrated Call Center, Help Desk & CRM software solution, is a powerful tool to attract, retain, and delight customers and grow your company into a customer-centric organization. Read more about InfoServ

Clarity Connect  

7
Full-featured contact center native to Skype for Business
Clarity Connect, native to Skype for Business, empowers support teams with intelligently and intuitively configurable workflows for call, chat, and email . Read more about Clarity Connect
Full-featured contact center native to Skype for Business
Clarity Connect, native to Skype for Business, empowers support teams with intelligently and intuitively configurable workflows for call, chat, and email . Read more about Clarity Connect
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Avg. User review

Help Desk & Ticketing Category Leaders Q1 2018

ArchivedThis ranking is not scheduled to be updated and is provided here for historical perspective

GetApp's quarterly ranking showcases the leading 10-15 Help Desk & Ticketing apps based in the cloud. Each app is scored using five factors, worth 20 points each, for a total possible score out of 100. These factors include user reviews, integrations, mobile app availability, functionality, and security. Each app's score is independent of commercial interests and existing relationships that GetApp has with app vendors.

Scroll down for more details about inclusion criteria and scoring.

Score
ReviewsIntegrationsMobileMediaSecurity
93
93
Reviews 16/20
Integrations 20/20
Mobile 18/20
Media 20/20
Security -/20
85
85
Reviews 15/20
Integrations 17/20
Mobile 18/20
Media 17/20
Security 18/20
83
83
Reviews 16/20
Integrations 16/20
Mobile 14/20
Media 17/20
Security 20/20
79
79
Reviews 13/20
Integrations 16/20
Mobile 18/20
Media 16/20
Security -/20
76
76
Reviews 9/20
Integrations 16/20
Mobile 15/20
Media 16/20
Security 20/20
76
76
Reviews 20/20
Integrations 6/20
Mobile 16/20
Media 18/20
Security 16/20
72
72
Reviews 15/20
Integrations 16/20
Mobile 4/20
Media 17/20
Security 20/20
70
70
Reviews 13/20
Integrations 9/20
Mobile 13/20
Media 18/20
Security 17/20
67
67
Reviews 8/20
Integrations 16/20
Mobile 13/20
Media 16/20
Security -/20
64
64
Reviews 13/20
Integrations 7/20
Mobile 14/20
Media 16/20
Security -/20
63
63
Reviews 12/20
Integrations 11/20
Mobile 4/20
Media 16/20
Security -/20
63
63
Reviews 11/20
Integrations 16/20
Mobile 16/20
Media 7/20
Security 13/20
60
60
Reviews 13/20
Integrations 17/20
Mobile 17/20
Media 0/20
Security -/20
58
58
Reviews 11/20
Integrations 5/20
Mobile 16/20
Media 13/20
Security -/20
54
54
Reviews 11/20
Integrations 6/20
Mobile 16/20
Media 6/20
Security -/20

Who is the ranking for?

GetApp's Category Leader ranking is for business owners and decision makers looking for a comprehensive list of the leading cloud-based software products in the industry.

The ranking serves as a point of reference highlighting key factors that small businesses should look at when assessing a piece of software. These factors include user perception (reviews), compatibility (integrations and mobile compatibility), market presence (media presence), and security features (security).

How are the scores calculated?

An app's score is calculated using five unique data points, each scored out of 20, giving a total score out of 100. The ranking and scoring methodology ensure complete impartiality and independence from any relationships that GetApp has with app vendors.

User Reviews *

Review scores are calculated using reviews collected from GetApp and its sister sites, Software Advice and Capterra. Scores are calculated based on the total number, average rating, and recency of reviews.

The number of reviews and average user rating are scaled against the category average. A weighting is then applied to reward recency of user reviews: reviews written in the last 6 months score up to 10 points, those written between 6 and 12 months ago score up to 6 points, and those more than 12 months old score up to 4 points. These numbers are added together to give a total maximum score of 20.

Integrations

Integration scores factor in a number of variables. Up to 16 points are awarded based on the number of integrations an app has; the first 10 points are awarded based on the number of integrations relative to the category average, while 4 points are awarded based on the number of integrations relative to the leaders in the category. An additional 5 points is awarded for an integration with Zapier, a widely used software integration platform, while an extra point is given for having an open API. The total possible score for integrations is 20 points.

Mobile Platforms *

Mobile scores are calculated based on the availability of an iOS and Android app. 5 points are awarded for the presence of each app, with an additional 10 points being awarded for the number and average rating of reviews in both the App Store and Google Play. These review scores are calculated and scaled against the competition for a maximum of 5 points per platform and an overall maximum score of 20.

If there isn't a native iOS or Android app, the product's website is assessed using Google's PageSpeed Insights to measure mobile usability. The score is returned out of 100, then scaled to a score out of 5 for a maximum of 5 points.

Media Presence

Media presence is calculated using the number of Twitter followers and Facebook fans that an app has. The number of fans and followers are added together, and each app is scored based on this overall number, compared with others in the category. The first 15 points are awarded for the combined number of followers and fans scaled against the category average, while the final 5 points are awarded for the combined number of followers and fans scaled against the top leaders in the category. These two scores are added together for a total out of 20 points.

Security

Security scoring is calculated using answers from a vendor-completed survey. The questions in the survey are based on the Cloud Security Alliance self-assessment form as part of the Security, Trust & Assurance Registry. With 15 questions, each answer is assigned a point value based on vendor response, with additional points given for security certifications, for a maximum possible score of 20.

In the event of a tie, each data point is weighted for importance, with security taking precedent, followed by reviews, integrations, mobile apps, and media presence, respectively.

* All data points combining calculations for both ratings and reviews are calculated using a Bayesian estimate, which is a weighted average that includes the number of reviews and the rating of an app, benchmarked against others in the category.

Help Desk & Ticketing software enables customer support agents to receive and respond to service requests. It acts as a point of contact for users to get answers to questions, gain assistance in troubleshooting, and solve any other customer care-related issues.