Help Desk

GetApp’s Integration Leaders in Help Desk

Mar 30, 2022

Find help desk software products that integrate best with other apps.

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Supriya DekaMarket Research Specialist
GetApp’s Integration Leaders in Help Desk

What we'll cover

Software integrations form an indispensable part of the IT strategy of most businesses. Not only do they foster seamless information flow between applications, but they also boost process efficiency, increase data visibility, and consolidate disparate information sources.

When it comes to integration potential, all software solutions aren’t created equal. Some tools are clear winners and can integrate with a variety of solutions, while others integrate with only a handful.

Analyzing products specifically for their integration capabilities can be labor intensive. We’ve compiled a report to show you integration data for the help desk software market.

With this report, we want to help you select a help desk software tool that offers maximum integration potential. We analyzed integration data for some of the highest-rated products on the market and compiled our findings into this report. (View the complete selection methodology for these products at the bottom of this page.)

Integration Leaders in help desk software

Help-desk-Grid-image

*Analysis accurate as of March 2022

The Integration Leaders grid above showcases products with the highest integration scores based on user reviews on GetApp.

On the grid, products are arranged in increasing order of their overall ratings (bottom to top) and integration scores (left to right). That means products higher up on the grid have higher overall ratings and products toward the right have higher integration scores. Therefore, products in the top right zone of the grid rank higher in overall ratings as well as integration scores compared with other products on the grid.

Most common app integrations

It can be challenging to figure out which tools a software product integrates with. Software providers may not explicitly mention this information on their product websites or that information may be buried on a webpage and hard to find.

In this section, we look at the specific integration capabilities of GetApp’s Integration Leaders.

We’ve built a matrix that allows you to compare how well our help desk Integration Leaders play with popular apps such as Shopify, Intercom, Twilio, and BigCommerce. We’ve divided these apps into three categories: eCommerce, collaboration, and VoIP (voice over Internet Protocol).

  • eCommerce: The table below highlights eCommerce tools that integrate with the products featured in our help desk Integration Leaders report. According to our research—based on information gathered from vendor websites and other publicly available sources—Shopify, BigCommerce, WooCommerce, Magento, and PrestaShop are the most commonly integrated eCommerce solutions with help desk software and, therefore, have been used for comparison.

  • Collaboration: The table below highlights popular collaboration tools that integrate with the products featured in our help desk Integration Leaders report. According to our research—based on information gathered from vendor websites and other publicly available sources—Slack, Zoom, Microsoft Teams, TeamViewer, and Intercom are the most commonly integrated collaboration solutions with help desk software and, therefore, have been used for comparison.

  • VoIP: The table below highlights popular VoIP tools that integrate with the products featured in our help desk Integration Leaders report. According to our research—based on information gathered from vendor websites and other publicly available sources—Twilio, RingCentral, Aircall, JustCall, and CallHippo are the most commonly integrated VoIP solutions with help desk software and, therefore, have been used for comparison.

Help-desk-Table-matrix

*Analysis accurate as of March 2022

Product profiles of Integration Leaders for help desk software

Let’s deep dive into the profile of each Integration Leader to better understand their integration scores, what users say about them, the cloud platform they’re hosted on, and much more. The products are listed in order of their integration score, from highest to lowest.

*Analysis accurate as of March 2022

  • Integration score: 3.91

  • Open API: Yes

  • Hosted platform: Google Cloud

  • Integration platforms: Zapier

User review excerpts

To help you understand how reviewers feel about Gorgias’ integration capabilities, here are some excerpts from the most positive user reviews on GetApp that mention integration:

"Very simple workflow, great integration with our front end Shopify store. Easy to navigate to customers orders and view total customer spend. Pricing structure makes a ton of sense and is by ticket, not by seat, which for a small company where we all need transparency into what's going on in the service side of things is great."

"Tagging in Gorgias is great as well as the easy integration with Shopify. You can do a lot of things without leaving the app."

"Easy to use, limitless macro features that easily integrate with Shopify, onboarding was pretty painless, account manager is responsive and supportive,  consistent improvements being made."


*Analysis accurate as of March 2022

  • Integration score: 3.47

  • Open API: Yes

  • Hosted platform: N/A

  • Integration platforms: Automate.io, Tray.io, Zapier

User review excerpts

To help you understand how reviewers feel about LiveChat’s integration capabilities, here are some excerpts from the most positive user reviews on GetApp that mention integration:

"We speak to members and applicants every day using this feature! It's perfect and provides opportunities for macro and Zendesk integration!"

"Most of its features are very unique and useful. like its quick and easy integration with HubSpot makes a very useful tool for business. it can connect with GPS which allows viewing the location of the sender. this application is compatible with almost all types of devices. itis very lightweight and does not require high internet speed. Its user interface is very easy. In addition to this, you share multimedia files too ."

"It integrates very nicely with our system providing good information regarding clients that come into chat."


*Analysis accurate as of March 2022

  • Integration score: 3.47

  • Open API: Yes

  • Hosted platform: AWS

  • Integration platforms: Zapier

User review excerpts

To help you understand how reviewers feel about SysAid’s integration capabilities, here are some excerpts from the most positive user reviews on GetApp that mention integration:

"SysAid Ticket management are completely customizable to fit our business needs. Asset Management gives complete visibility into assets across the organization and reporting. The Self Service Portal is extremely user friendly and cuts down on the amount of tickets that actually make it into the que. Active Directory integration is fantastic."

"The flexibility of the configuration, the automation, integrations and general ease of use are the aspects that we like most about Sysaid.  We use Sysaid for far more than just the IT help desk and ticket tracking and we do not have the full version."

"No need for multiple tools and softwares anymore as SysAid has all essencials in one service desk. Easy to use and friendly.  Lots of 3rd parties integrations available, such as Teamviewer, Office365, Sap and much more."


*Analysis accurate as of March 2022

  • Integration score: 3.43

  • Open API: Yes

  • Hosted platform: AWS

  • Integration platforms: Zapier, automate.io

User review excerpts

To help you understand how reviewers feel about Zendesk’s integration capabilities, here are some excerpts from the most positive user reviews on GetApp that mention integration:

"Great list of features - we used just 25% of it. Customizable templates, workflows, and reports.Third party integrations/marketplace is a great value addition”.

"This software is a great way to centralize all customer service experiences. It also has great ability to integrate with other software."

"Zendesk is very simple to use and set up. Also it can easily be integrated to a lot of platform. What I like the most is the ability to integrate with Slack."


*Analysis accurate as of March 2022 

  • Integration score: 3.40

  • Open API: Yes

  • Hosted platform: Google Cloud

  • Integration platforms: Zapier

User review excerpts

To help you understand how reviewers feel about LiveAgent’s integration capabilities, here are some excerpts from the most positive user reviews on GetApp that mention integration: 

"I like the most web chat solution. I was testing many web chat applications and i can say that LiveAgent chat solution is best. Ticketing solution is very good also, implementing many channels into one. The best advantage for me, is the Viber integration."

"The integration with our existing systems was super easy and it is amazing that all our staff are in and able to create tickets with ease.”

"Pro: live agent has so many customer support features that we can leverage to save our time and with less support stuff we can answer all the questions come from prospects. it comes with social media integration which way too easy for us to connect with people love it."


*Analysis accurate as of March 2022

  • Integration score: 3.30

  • Open API: Yes

  • Hosted platform: Google and Amazon Cloud

  • Integration platforms: Zapier

User review excerpts

To help you understand how reviewers feel about Agile CRM’s integration capabilities, here are some excerpts from the most positive user reviews on GetApp that mention integration:

"It's easy to start using and understand the basics, namely the automations, email marketing and sales segmentation. It offers a customer support area that can be used quite conveniently. Integrates quite well with Zapier and with that, with 1000's of other apps."

"Agile CRM has built something similar to sales force. A Super Comprehensive CRM. It does a lot and can easily integrate with email, calls, automations and marketing platforms."

"Emails are cheap to send -- JSON node is very powerful allowing high levels of integration and automation."


*Analysis accurate as of March 2022

  • Integration score: 3.21

  • Open API: Yes

  • Hosted platform: AWS

  • Integration platforms: Integrately, Integromat, Zapier

User review excerpts

To help you understand how reviewers feel about Front’s integration capabilities, here are some excerpts from the most positive user reviews on GetApp that mention integration:

"The integration with Zapier will make your life a lot easier. I used it to automate text messages that were personalized."

"I felt in Love with Front after start using it. It sounds weird but the software is great. There is still a lot to improve but day by day I love to work with. We are using Front even as our Customer Support Ticket System. With the rules, tags and integrations we could improve our time to answer and the collaboration between the teams. Recommended!"

"Cases are created directly from new emails that come in. For customers, it’s as easy as sending emails back and forth with us, but as agents using Front, we get so much more functionality. Things like canned responses, automatic case sorting and assigning, internal threaded discussions on individual cases, and integrations with third-party tools make Front almost the perfect choice for what we were looking for."


*Analysis accurate as of March 2022

  • Integration score: 2.91

  • Open API: Yes

  • Hosted platform: AWS

  • Integration platforms: Apiant, automate.io, integromat, Zapier

User review excerpts

To help you understand how reviewers feel about Freshdesk's integration capabilities, here are some excerpts from the most positive user reviews on GetApp that mention integration:

"The integration and intuitiveness of Freshdesk has been great. It is much easier to make changes, customize, and implement things directly related to what you need. The canned responses are simple and easy to use when you're in the middle of a ticket or chat. The price point is great for each tier of service and you receive great features throughout."

"The collaboration features to support our customers through Freshdesk has really increased our SLA response times.  Easily integrate with our other team apps and to be able to better manage open issues outside of each users email is great. "

"Now that I am on Freshdesk and all the onboarding problems have been ironed out it does what it says on the tin. In our business it is important that tickets get raised and channeled to the right person so they can follow up and complete the task at hand. It does that, no problem! Integration with Slack works well too."


*Analysis accurate as of March 2022

  • Integration score: 2.75

  • Open API: Yes

  • Hosted platform: Microsoft Azure

  • Integration platforms: Zapier, PieSync, Zoho Flow

User review excerpts

To help you understand how reviewers feel about Zoho Desk’s integration capabilities, here are some excerpts from the most positive user reviews on GetApp that mention integration:

"The integration between other Zoho tools, blueprint capabilities with building workflow, ease of assigning tickets to techs, remote access option directly through the tickets."


*Analysis accurate as of March 2022

  • Integration score: 2.33

  • Open API: Yes

  • Hosted platform: AWS

  • Integration platforms: PieSync

User review excerpts

To help you understand how reviewers feel about Apptivo’s integration capabilities, here are some excerpts from the most positive user reviews on GetApp that mention integration:

"Really good, the integration team and helpdesk are awesome and our company contact has been really helpful, despite our slowness."

"The ability to customize absolutely everything and build complex integrations is super valuable to me. I have been able to consolidate dozens of disparate systems into one with Apptivo. "

"Apptivo is very easy to use, and integrates seamlessly to other apps.  The ability to customise to suit our specific needs was a big plus in our purchasing decision. I have used a few of the other CRM solutions, and find Apptivo one of the best CRMs for sales forecasting and pipeline management."


*Analysis accurate as of March 2022

  • Integration score: 2.18

  • Open API: Yes

  • Hosted platform: Google Cloud

  • Integration platforms: Zapier, PieSync, Pabbly Connect, Integromat, Integrately

User review excerpts

To help you understand how reviewers feel about EngageBay’s integration capabilities, here are some excerpts from the most positive user reviews on GetApp that mention integration:

"I like that I can streamline and automate repetitive tasks and processes which saves time and effort.  Love the integration with WordPress and the other apps that can be integrated.  I use the CRM, Marketing Automation, Workflow Automation, Appointment/Calendar Management."

"The software is great and very much extendable with API and other customization .  We had some special requirements for our custom CRM and the team was very helpful in getting new functions create for us and made sure we were taken care if we had any issues or concerns."

Report methodology

Integration Leaders reports highlight top-ranked products based on ratings from end users. Products are scored on two dimensions: integration score and overall rating.

1. Integration score is calculated based on the sentiment of user reviews that describe a product’s integration capabilities, based on our proprietary assessment.

2. Overall rating score is calculated based on the overall user ratings for each product. Newer ratings are weighted more heavily.

Data sources include approved user reviews, public data sources, and data from technology vendors. Please refer to the GetApp Community Guidelines for more information.

To be eligible for inclusion in a category, a product must meet the following criteria:

  • Have at least 20 unique product reviews published on GetApp within 24 months of the start of the research process for a given report.

  • Achieve a minimum normalized overall rating (as of March 2022).

  • Have at least 10 unique product reviews that discuss the quality of that product’s integrations with other products.

  • Achieve a minimum positive sentiment score for reviews that describe integrations, based on our proprietary assessment.

  • Show evidence of offering required functionality as demonstrated by publicly available sources, such as the vendor’s website.

The matrix table showing each product’s integrations with the most commonly integrated apps in the market is supplemental; that data does not factor into a product’s qualification for, scores in, or placement on the Integration Leaders chart.

The data used in the matrix table was collected from vendor websites and other publicly available data sources. Individual integration capabilities were not evaluated by the GetApp team. The data is believed to be accurate at the time of publication, but readers should note that vendors will continue to expand and change the integrations they offer over time. Our reports will not reflect such changes in real time; such changes will be reflected if and when we update the report in the future.

The review excerpts provided are based on what users liked about the integration functionality/ability of the product within 24 months of the start of the research process for a given report. Review excerpts are passages extracted from longer reviews written by verified reviewers. We obtain these excerpts by applying an algorithm that considers factors including, but not limited to, word count and topic coverage. Excerpts are evaluated for positive or negative sentiment and receive a sentiment score. We are only highlighting excerpts with the highest positive sentiment scores in this document.

Excerpts represent user opinion and do not represent the views of, nor constitute an endorsement by GetApp or its affiliates. Excerpts are not edited for clarity or grammar.

Disclaimer:

At GetApp, we objectively select and rank products based on a methodology developed by our research team. Some vendors pay us when they receive web traffic, but this has no influence on our methodology.

We conducted this analysis based on reviews and ratings data as of March 2022. In order to present the most up-to-date information, the product cards above show real-time ratings. Please note that this means the ratings value in the product card may not reflect the ratings value at the time of analysis.

The full text of the reviews excerpted are from published reviews on GetApp.com for the associated products on the date this content was published. GetApp makes no guarantee that the reviews will remain posted for the entire period this report is active.

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About the author

Supriya Deka

Market Research Specialist
Hey there, I’m Supriya. I’m a Market Research Specialist at GetApp. I bring you insights about software selection strategy and how small businesses can better use technology. I studied at New Delhi Institute of Management and have covered technology and software market dynamics since 2017. Home base: New Delhi; two things about me: I like anything that’s blue and enjoy reading novels: The tech trend I think you should keep an eye on: Artificial Intelligence!
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