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Help Desk Software with Communication Management

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Zendesk Suite logo
4.4
3.8K

Service-first CRM company that builds support & sales tools

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.2
    Ease of use
    4.3
    Features
    4.4
    Customer support
    4.3
Pros and Cons from Zendesk Suite users   
+15
I love that its very user friendly to use ad easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.
Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly.
Non-Existent & TERRIBLE Customer Service. You are just a number to them.
Overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business.
If you ever need support from Zendesk then it is horrible.
Overall experience has been good. Very happy for the product and how it helps us stay organized with the tickets we have coming in.
The only minor dislike us that when the client your chatting with goes offline your messages or conversation gets erased.
I loved the ease of deployment and the UX on the admin end. It was very easy to segment and follow what was going on and was even fun to play with different options.
We ended up switching to a free service which better fit our needs. All in all it was a pleasant experience and we used it for 3 years to manage the chat on our site.
It’s very useful for our customer support helpline which we launched during the pandemic and insures that we make the customer journey experience good for.
I liked the simple yet useful UI of zendesk. The ticketing system is very useful and efficient, reporting and user data is useful and quite accurate.
I like Zendesk's robust ticketing capabilities. Despite its high price, it's an extremely powerful CRM tool when compared to competitors.
Overall, it's a fantastic platform for e-mail support while also offering the ability to have everything in one place.
We have been using Zendesk for a client project to help us receive and assign tickets from our client. The system is great and easy to use.
I like the premade templates that is currently used for our FAQ. It is great that our engineering team does not need to develop this separately.
Also it can easily be integrated to a lot of platform. What I like the most is the ability to integrate with Slack.
Zendesk is a powerful CRM tool that totally worth the price.
I love that its very user friendly to use ad easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.
Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly.
Non-Existent & TERRIBLE Customer Service. You are just a number to them.
Overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business.
If you ever need support from Zendesk then it is horrible.
Overall experience has been good. Very happy for the product and how it helps us stay organized with the tickets we have coming in.
The only minor dislike us that when the client your chatting with goes offline your messages or conversation gets erased.
I loved the ease of deployment and the UX on the admin end. It was very easy to segment and follow what was going on and was even fun to play with different options.
We ended up switching to a free service which better fit our needs. All in all it was a pleasant experience and we used it for 3 years to manage the chat on our site.
It’s very useful for our customer support helpline which we launched during the pandemic and insures that we make the customer journey experience good for.
I liked the simple yet useful UI of zendesk. The ticketing system is very useful and efficient, reporting and user data is useful and quite accurate.
I like Zendesk's robust ticketing capabilities. Despite its high price, it's an extremely powerful CRM tool when compared to competitors.
Overall, it's a fantastic platform for e-mail support while also offering the ability to have everything in one place.
We have been using Zendesk for a client project to help us receive and assign tickets from our client. The system is great and easy to use.
I like the premade templates that is currently used for our FAQ. It is great that our engineering team does not need to develop this separately.
Also it can easily be integrated to a lot of platform. What I like the most is the ability to integrate with Slack.
Zendesk is a powerful CRM tool that totally worth the price.
I love that its very user friendly to use ad easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.
Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly.
Non-Existent & TERRIBLE Customer Service. You are just a number to them.
Overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business.
If you ever need support from Zendesk then it is horrible.
Overall experience has been good. Very happy for the product and how it helps us stay organized with the tickets we have coming in.
The only minor dislike us that when the client your chatting with goes offline your messages or conversation gets erased.
I loved the ease of deployment and the UX on the admin end. It was very easy to segment and follow what was going on and was even fun to play with different options.
We ended up switching to a free service which better fit our needs. All in all it was a pleasant experience and we used it for 3 years to manage the chat on our site.
It’s very useful for our customer support helpline which we launched during the pandemic and insures that we make the customer journey experience good for.
I liked the simple yet useful UI of zendesk. The ticketing system is very useful and efficient, reporting and user data is useful and quite accurate.
I like Zendesk's robust ticketing capabilities. Despite its high price, it's an extremely powerful CRM tool when compared to competitors.
Overall, it's a fantastic platform for e-mail support while also offering the ability to have everything in one place.
We have been using Zendesk for a client project to help us receive and assign tickets from our client. The system is great and easy to use.
I like the premade templates that is currently used for our FAQ. It is great that our engineering team does not need to develop this separately.
Also it can easily be integrated to a lot of platform. What I like the most is the ability to integrate with Slack.
Zendesk is a powerful CRM tool that totally worth the price.
Zoho Desk logo
4.5
2.1K

Superior customer service. Lasting experiences.

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.5
    Ease of use
    4.4
    Features
    4.5
    Customer support
    4.3
Pros and Cons from Zoho Desk users   
avatar
avatar
avatar
+15
Zoho Desk is a great addition to the Zoho Suite of products. We appreciate the great value offers in the entire suite.
Previous to using Zoho, we were managing all our CS in our email inbox. Items were getting lost or forgotten about and it was driving me crazy.
You can customize anything you would like to match your platform's needs. It follows all relevant customer behavior ,prior to interactions , and it helps us anticipate their needs better.
The user interface can be a bit confusing if you are an entry level user.
I like that this helpdesk solution is flexible enough to allow for various usage - in my case we used it to field digital marketing and creative requests.
Lack of customization options in the lower subscription tiers.
It is very practical to use, friendly and super complete the tool, to be able to control the tickets in detail.
Sometimes it does not allow the administrator to assign tasks to their teams. It is an error that occurs occasionally.
Integration with a lot of helpful apps to fulfill your task in a better way ex.
It easy to use and user friendly. Remote access tool is very good.
Fantastic and easy experice, fast to set up and customize.
We've thought that it was' improved our reaction times to inbound messages, and accordingly the speed at which we will answer and resolve clients' inquiries.
Great - and their customer service is great as well.
The Zoho support is excellent and they always solve the issues you are trying to tackle.
We're a Books and Subscriptions user so being able to have a single pane of glass view is amazing.
Too many useful tool and easy to use friendly interface.
Cost and ease of getting set up. Support personnel always helpful.
Good Integration with Sprint and allows tickets to integrate.
Zoho Desk is a great addition to the Zoho Suite of products. We appreciate the great value offers in the entire suite.
Previous to using Zoho, we were managing all our CS in our email inbox. Items were getting lost or forgotten about and it was driving me crazy.
You can customize anything you would like to match your platform's needs. It follows all relevant customer behavior ,prior to interactions , and it helps us anticipate their needs better.
The user interface can be a bit confusing if you are an entry level user.
I like that this helpdesk solution is flexible enough to allow for various usage - in my case we used it to field digital marketing and creative requests.
Lack of customization options in the lower subscription tiers.
It is very practical to use, friendly and super complete the tool, to be able to control the tickets in detail.
Sometimes it does not allow the administrator to assign tasks to their teams. It is an error that occurs occasionally.
Integration with a lot of helpful apps to fulfill your task in a better way ex.
It easy to use and user friendly. Remote access tool is very good.
Fantastic and easy experice, fast to set up and customize.
We've thought that it was' improved our reaction times to inbound messages, and accordingly the speed at which we will answer and resolve clients' inquiries.
Great - and their customer service is great as well.
The Zoho support is excellent and they always solve the issues you are trying to tackle.
We're a Books and Subscriptions user so being able to have a single pane of glass view is amazing.
Too many useful tool and easy to use friendly interface.
Cost and ease of getting set up. Support personnel always helpful.
Good Integration with Sprint and allows tickets to integrate.
Zoho Desk is a great addition to the Zoho Suite of products. We appreciate the great value offers in the entire suite.
Previous to using Zoho, we were managing all our CS in our email inbox. Items were getting lost or forgotten about and it was driving me crazy.
You can customize anything you would like to match your platform's needs. It follows all relevant customer behavior ,prior to interactions , and it helps us anticipate their needs better.
The user interface can be a bit confusing if you are an entry level user.
I like that this helpdesk solution is flexible enough to allow for various usage - in my case we used it to field digital marketing and creative requests.
Lack of customization options in the lower subscription tiers.
It is very practical to use, friendly and super complete the tool, to be able to control the tickets in detail.
Sometimes it does not allow the administrator to assign tasks to their teams. It is an error that occurs occasionally.
Integration with a lot of helpful apps to fulfill your task in a better way ex.
It easy to use and user friendly. Remote access tool is very good.
Fantastic and easy experice, fast to set up and customize.
We've thought that it was' improved our reaction times to inbound messages, and accordingly the speed at which we will answer and resolve clients' inquiries.
Great - and their customer service is great as well.
The Zoho support is excellent and they always solve the issues you are trying to tackle.
We're a Books and Subscriptions user so being able to have a single pane of glass view is amazing.
Too many useful tool and easy to use friendly interface.
Cost and ease of getting set up. Support personnel always helpful.
Good Integration with Sprint and allows tickets to integrate.
Front logo
4.6
260

How 8,000+ companies streamline customer communication.

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.2
    Ease of use
    4.5
    Features
    4.4
    Customer support
    4.4
Pros and Cons from Front users   
avatar
avatar
+15
It can be super helpful to better communication within your org and connecting other forms of communication like Facebook chat.
However, the number of times we experienced an outage was frustrating.
Support team really does an incredible job at providing super helpful information quickly and kindly. Their self-support documentation is also wonderful.
When you send a message there is a gap of 5 seconds to cancel it but once it has been sent there is no way to recall it.
There are so many features that are great for organizing your inbox. The organizational benefits allow you to be more efficient in your daily workflow.
I really did not listen to the sales rep, he warn me, literally said: if you ar going to use it only for the scheduling links features it will be an overkill.
It's super easy to use and perfect when working in team. It's basically impossible to miss any email with this software and super nice the way it looks like when using it on a daily basis.
When I try to use my Gmail now it causes a lot of bugs with moving/altering emails. This is rather annoying as I still need to use my standard email for internal emailing.
This software makes it easy to collaborate on emails, gives staff accountability, has fair audit features, and if you pay enough money, the ability to create additional roles is also pretty nice.
Our overall experience with Front has been extremely positive. Front provides a great interface and robust feature set that does exactly what it needs to do to get the job done.
I think my favorite thing about Front is the ability to collaborate with teammates on emails + share drafts. I also use the canned response feature A LOT, as well as the Snooze ability.
It has integration with Salesforce that allows our reps to interact seamlessly (for 90%+ of instances). We're very happy with the rule automation and workflow management.
Front is great categorizing and assigning inbound messages in an efficient manner. I especially love the tag feature.
I like the simplicity and intuitiveness of Front. One of my favorite little features is how you can create a new pre-written response directly from an email you're drafting up.
I also love the UI, to me it's much more clean and open in comparison to gmail, what we used before Front.
I love the ability to interact with all our support tools - phone, email, chat from intercom, while interacting with our full team (support team of 5).
Front is a fantastic tool for teams on a budget.
Used as a shared inbox for our customer success org and it solves so many problems. Shared inbox, Salesforce integration, and assigning tasks are some highlights.
It can be super helpful to better communication within your org and connecting other forms of communication like Facebook chat.
However, the number of times we experienced an outage was frustrating.
Support team really does an incredible job at providing super helpful information quickly and kindly. Their self-support documentation is also wonderful.
When you send a message there is a gap of 5 seconds to cancel it but once it has been sent there is no way to recall it.
There are so many features that are great for organizing your inbox. The organizational benefits allow you to be more efficient in your daily workflow.
I really did not listen to the sales rep, he warn me, literally said: if you ar going to use it only for the scheduling links features it will be an overkill.
It's super easy to use and perfect when working in team. It's basically impossible to miss any email with this software and super nice the way it looks like when using it on a daily basis.
When I try to use my Gmail now it causes a lot of bugs with moving/altering emails. This is rather annoying as I still need to use my standard email for internal emailing.
This software makes it easy to collaborate on emails, gives staff accountability, has fair audit features, and if you pay enough money, the ability to create additional roles is also pretty nice.
Our overall experience with Front has been extremely positive. Front provides a great interface and robust feature set that does exactly what it needs to do to get the job done.
I think my favorite thing about Front is the ability to collaborate with teammates on emails + share drafts. I also use the canned response feature A LOT, as well as the Snooze ability.
It has integration with Salesforce that allows our reps to interact seamlessly (for 90%+ of instances). We're very happy with the rule automation and workflow management.
Front is great categorizing and assigning inbound messages in an efficient manner. I especially love the tag feature.
I like the simplicity and intuitiveness of Front. One of my favorite little features is how you can create a new pre-written response directly from an email you're drafting up.
I also love the UI, to me it's much more clean and open in comparison to gmail, what we used before Front.
I love the ability to interact with all our support tools - phone, email, chat from intercom, while interacting with our full team (support team of 5).
Front is a fantastic tool for teams on a budget.
Used as a shared inbox for our customer success org and it solves so many problems. Shared inbox, Salesforce integration, and assigning tasks are some highlights.
It can be super helpful to better communication within your org and connecting other forms of communication like Facebook chat.
However, the number of times we experienced an outage was frustrating.
Support team really does an incredible job at providing super helpful information quickly and kindly. Their self-support documentation is also wonderful.
When you send a message there is a gap of 5 seconds to cancel it but once it has been sent there is no way to recall it.
There are so many features that are great for organizing your inbox. The organizational benefits allow you to be more efficient in your daily workflow.
I really did not listen to the sales rep, he warn me, literally said: if you ar going to use it only for the scheduling links features it will be an overkill.
It's super easy to use and perfect when working in team. It's basically impossible to miss any email with this software and super nice the way it looks like when using it on a daily basis.
When I try to use my Gmail now it causes a lot of bugs with moving/altering emails. This is rather annoying as I still need to use my standard email for internal emailing.
This software makes it easy to collaborate on emails, gives staff accountability, has fair audit features, and if you pay enough money, the ability to create additional roles is also pretty nice.
Our overall experience with Front has been extremely positive. Front provides a great interface and robust feature set that does exactly what it needs to do to get the job done.
I think my favorite thing about Front is the ability to collaborate with teammates on emails + share drafts. I also use the canned response feature A LOT, as well as the Snooze ability.
It has integration with Salesforce that allows our reps to interact seamlessly (for 90%+ of instances). We're very happy with the rule automation and workflow management.
Front is great categorizing and assigning inbound messages in an efficient manner. I especially love the tag feature.
I like the simplicity and intuitiveness of Front. One of my favorite little features is how you can create a new pre-written response directly from an email you're drafting up.
I also love the UI, to me it's much more clean and open in comparison to gmail, what we used before Front.
I love the ability to interact with all our support tools - phone, email, chat from intercom, while interacting with our full team (support team of 5).
Front is a fantastic tool for teams on a budget.
Used as a shared inbox for our customer success org and it solves so many problems. Shared inbox, Salesforce integration, and assigning tasks are some highlights.
Salesforce Service Cloud logo
4.4
751

Customer Service & Field Service Management Solutions

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.2
    Ease of use
    4.1
    Features
    4.4
    Customer support
    4.2
Pros and Cons from Salesforce Service Cloud users   
avatar
avatar
avatar
+15
Great, easy to use software for start up to smaller type businesses who need an easy to use software that you do not have to spend a lot of time setting up and has a great easy to use interface.
The one disadvantage is that it's certainly not the easiest system to use, and there's no way the average Jo can set themselves up on it alone.
I used this and best in customer support, sales product and operation. I recommend this to those have a business this will help you.
The information that comes in from emails regarding Salesforce can sometimes be a little misleading or is just not in the same location that it was before. Product information that is.
I love that it's customizable for the specific needs of our organization and the definitions we have. There are also amazing integrations built in.
Similar to the product that salesforce bought and then killed DESK.com.
Great and positive experience with this product. A big investment but will give you tools to make you successful.
Occasionally bugs, nothing ever serious. If i had to be nit picky, i would say that sometimes when you are filtering, errors arise, but this is few and far between.
Wow going from an email address for complaints to having a whole software platform to respond and track issues has been so wonderful for not only us but our clients.
They are the best cost for what they provide. I like that it's owned and integrated with Salesforce.
I use this software for work, it’s very useful and easy to use. It’s good for uploading documents and sharing them.
The features available in this software make this product outstanding the market. The customization that can be made on this platform makes this product to be used by most of the orgs.
Major help is that it helps to streamline workflows with customers and in turn helps us to deliver fast and efficiently.
The ability to create profiles for each unique individual that passed through my organization, and track their involvement is critical to my organization's ability to grow.
Overall it does what it should and for the price it's great also.
The best part is that it connects one-to-one with every customer and easily accessible by the mobile devices on the field or anywhere.
Customer service is always open to answering new questions and looking at ways to continue to improve their relationship with the users and ease of use.
Good tool to visualize sales results in different locations.
Great, easy to use software for start up to smaller type businesses who need an easy to use software that you do not have to spend a lot of time setting up and has a great easy to use interface.
The one disadvantage is that it's certainly not the easiest system to use, and there's no way the average Jo can set themselves up on it alone.
I used this and best in customer support, sales product and operation. I recommend this to those have a business this will help you.
The information that comes in from emails regarding Salesforce can sometimes be a little misleading or is just not in the same location that it was before. Product information that is.
I love that it's customizable for the specific needs of our organization and the definitions we have. There are also amazing integrations built in.
Similar to the product that salesforce bought and then killed DESK.com.
Great and positive experience with this product. A big investment but will give you tools to make you successful.
Occasionally bugs, nothing ever serious. If i had to be nit picky, i would say that sometimes when you are filtering, errors arise, but this is few and far between.
Wow going from an email address for complaints to having a whole software platform to respond and track issues has been so wonderful for not only us but our clients.
They are the best cost for what they provide. I like that it's owned and integrated with Salesforce.
I use this software for work, it’s very useful and easy to use. It’s good for uploading documents and sharing them.
The features available in this software make this product outstanding the market. The customization that can be made on this platform makes this product to be used by most of the orgs.
Major help is that it helps to streamline workflows with customers and in turn helps us to deliver fast and efficiently.
The ability to create profiles for each unique individual that passed through my organization, and track their involvement is critical to my organization's ability to grow.
Overall it does what it should and for the price it's great also.
The best part is that it connects one-to-one with every customer and easily accessible by the mobile devices on the field or anywhere.
Customer service is always open to answering new questions and looking at ways to continue to improve their relationship with the users and ease of use.
Good tool to visualize sales results in different locations.
Great, easy to use software for start up to smaller type businesses who need an easy to use software that you do not have to spend a lot of time setting up and has a great easy to use interface.
The one disadvantage is that it's certainly not the easiest system to use, and there's no way the average Jo can set themselves up on it alone.
I used this and best in customer support, sales product and operation. I recommend this to those have a business this will help you.
The information that comes in from emails regarding Salesforce can sometimes be a little misleading or is just not in the same location that it was before. Product information that is.
I love that it's customizable for the specific needs of our organization and the definitions we have. There are also amazing integrations built in.
Similar to the product that salesforce bought and then killed DESK.com.
Great and positive experience with this product. A big investment but will give you tools to make you successful.
Occasionally bugs, nothing ever serious. If i had to be nit picky, i would say that sometimes when you are filtering, errors arise, but this is few and far between.
Wow going from an email address for complaints to having a whole software platform to respond and track issues has been so wonderful for not only us but our clients.
They are the best cost for what they provide. I like that it's owned and integrated with Salesforce.
I use this software for work, it’s very useful and easy to use. It’s good for uploading documents and sharing them.
The features available in this software make this product outstanding the market. The customization that can be made on this platform makes this product to be used by most of the orgs.
Major help is that it helps to streamline workflows with customers and in turn helps us to deliver fast and efficiently.
The ability to create profiles for each unique individual that passed through my organization, and track their involvement is critical to my organization's ability to grow.
Overall it does what it should and for the price it's great also.
The best part is that it connects one-to-one with every customer and easily accessible by the mobile devices on the field or anywhere.
Customer service is always open to answering new questions and looking at ways to continue to improve their relationship with the users and ease of use.
Good tool to visualize sales results in different locations.
Freshdesk logo

Freshdesk

4.5
3.2K

Online helpdesk system and customer service software

visit website
Reviews Sentiment
Positive Reviews
Rating Breakdown
    Value for money
    4.4
    Ease of use
    4.5
    Features
    4.3
    Customer support
    4.5
Pros and Cons from Freshdesk users   
avatar
avatar
+15
Freshdesk provides an unrivalled ability to stay on top of client support and issue management. This tool is so far the best in class at supporting our needs in supporting our client base.
We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.
It helps me solve customers' inquiry and the best benefit that comes from Freshdesk is it's free. Compared to other paid helpdesks, Freshdesk could still really be worth it.
Worse, there is no way to discover this until after you've paid and spent time getting everything set up.
Overall, Freshdesk is an awesome solution for a tedious task. I recommend it to all my friends in the industry.
I had to ask for a lot of assistance and spent some time fixing mistakes I have made that could have been easily avoided with a bit more training.
We are extremely happy for the speed and capability that Freshdesk has passed on to our affiliation. It's helping us with guaranteeing fabulous customer support with less pressing factor.
Recieving bad customer service from the leader in services for customer service.
I love support team, they're always there 24-7 replying to my queries and keen on giving alternative solutions. I love the idea of customizing the ticket and adding templates.
We use this daily for our help desk operations to assign, track and deliver service to our stakeholders. The set up was very intuitive and easy and we have been very pleased with this software.
This is a very easy to use product that will save you time and money long term. The Project management/Tasks feature is amazing.
Overall FreshDesk is great for our needs. We are a smaller company so menuevering the tickets isn't overwhelming and the website provides helpful tools that save tons of time.
While we haven't utilized other products in the FreshWorks suite, we're very happy with Freshdesk and recommend it wholeheartedly.
Clean look and feel, great UI and customer support was really good. It had AD integration built in which was a plus.
We used it for daily customer service contact and it was great. It was great for assigning.
I recommend it for its ease of use, its performance and its fair price.
It is user friendly, nice way of organizing emails and helps to automate support tasks by handling customer issues.