Desk, Freshdesk, and the recently IPO’d Zendesk lead all help desk software in new ratings
R
Ram
started a topic
about 11 years ago
The best features across the board turn out to be the ticket-creation
experience, at 90 percent average satisfaction, which makes sense since
it’s a core part of help-desk software. Social integration, however,
ranked lowest at 76 percent satisfaction. G2 Crowd’s report also shows
that modern help-desk software is fairly easy to implement and
integrate, requiring only about one month for companies to get up and
running, on average.
Interestingly, G2 Crowd’s data also shows which services get compared and contrasted most frequently.
Freshdesk
appears to be a top-compared solution, as it is one of the top three
most-common comparisons on G2 Crowd’s site. The top comparison is
Freshdesk versus Zendesk, followed by Zendesk versus Freshdesk, followed
by Freshdesk versus TeamSupport, which was rated a Top Performer but
not a Leader.
(If you’re wondering about the first two comparisons above, no, that
is not a mistake. Rather, the order indicates what solution someone is
comparing from and which solution they are comparing to, which can be
significant in terms of what software is top-of-mind.)
Zendesk, of course, recently raised $100 million in an IPO,
seeing almost a 30 percent stock price pop in its first day of trading.
The company calls itself the “new face of customer service,” and many
users seem to agree.
“It took us a very short amount of time to configure (Freshdesk) to
work with our own environment (loading agents, integrating security,
branding etc.) and the user experience is outstanding,” Paul Cardno, a
3M manager, said in the G2 Crowd report.
The poorest-rated solutions include Parature, Kayako, and IssueTrak.
Ram
The best features across the board turn out to be the ticket-creation experience, at 90 percent average satisfaction, which makes sense since it’s a core part of help-desk software. Social integration, however, ranked lowest at 76 percent satisfaction. G2 Crowd’s report also shows that modern help-desk software is fairly easy to implement and integrate, requiring only about one month for companies to get up and running, on average.
Interestingly, G2 Crowd’s data also shows which services get compared and contrasted most frequently.
(If you’re wondering about the first two comparisons above, no, that is not a mistake. Rather, the order indicates what solution someone is comparing from and which solution they are comparing to, which can be significant in terms of what software is top-of-mind.)
Zendesk, of course, recently raised $100 million in an IPO, seeing almost a 30 percent stock price pop in its first day of trading. The company calls itself the “new face of customer service,” and many users seem to agree.
“It took us a very short amount of time to configure (Freshdesk) to work with our own environment (loading agents, integrating security, branding etc.) and the user experience is outstanding,” Paul Cardno, a 3M manager, said in the G2 Crowd report.
The poorest-rated solutions include Parature, Kayako, and IssueTrak.