Help Desk & Ticketing Software with Ratings & Reviews

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Zendesk   

2,061
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

LiveChat   

827
Premium Customer Service Software for Live Chat & Help Desk
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
Premium Customer Service Software for Live Chat & Help Desk
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

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

Help Scout  

143
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

Canfigure  

12
Modular ITSM and ITAM solution based on ITIL principles
Web-based Incident management and Request Fulfillment. Integrated Change Management and CMDB. End-user self service. Read more about Canfigure
Modular ITSM and ITAM solution based on ITIL principles
Web-based Incident management and Request Fulfillment. Integrated Change Management and CMDB. End-user self service. Read more about Canfigure

Helprace  

6
All-in-one customer service solution
Helprace can be used as an email manager or full-fledged ticketing system. Manage workflows, saved commands / replies, users and reports. Read more about Helprace
All-in-one customer service solution
Helprace can be used as an email manager or full-fledged ticketing system. Manage workflows, saved commands / replies, users and reports. Read more about Helprace

HelpDesk  

0
Ticketing software for effortless customer support
HelpDesk is an online ticketing system that simplifies your customer service efforts. Delight your customers with excellent support, and resolve tickets faster. Personalized messages will increase your customer satisfaction. Read more about HelpDesk
Ticketing software for effortless customer support
HelpDesk is an online ticketing system that simplifies your customer service efforts. Delight your customers with excellent support, and resolve tickets faster. Personalized messages will increase your customer satisfaction. Read more about HelpDesk
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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.