What are our data sources?
We use the data sources on the side for ranking solutions and awarding badges in help desk software category. Our data sources in help desk software category include;
Help desk software enables organizations to manage and monitor their interactions with customers. Help desk solutions aid customer service teams in maintaining a single point of contact for addressing and responding to customer inquiries, concerns, and requests.
To be categorized as help desk software, a product must:
AIMultiple is data driven. Evaluate 391 services based on
comprehensive, transparent and objective AIMultiple scores.
For any of our scores, click the information icon to learn how it is
calculated based on objective data.
*Products with visit website buttons are sponsored
We make customer messaging apps for sales, marketing, and support, connected on one platform.
We use the data sources on the side for ranking solutions and awarding badges in help desk software category. Our data sources in help desk software category include;
review websites
social media websites
search engine data for branded queries
According to the weighted combination of 7 data sources
Zendesk
Freshdesk
Zoho Desk
Intercom
LiveAgent
Taking into account the latest metrics outlined below, these are the current help desk software market leaders. Market leaders are not the overall leaders since market leadership doesn’t take into account growth rate.
Zendesk
Freshdesk
Zoho Desk
Intercom
LiveAgent
These are the number of queries on search engines which include the brand name of the solution. Compared to other Customer Success / Customer Service categories, Help Desk Software is more concentrated in terms of top 3 companies’ share of search queries. Top 3 companies receive 38%, 29% more than the average of search queries in this area.
23 employees work for a typical company in this solution category which is 2 more than the number of employees for a typical company in the average solution category.
In most cases, companies need at least 10 employees to serve other businesses with a proven tech product or service. 159 companies with >10 employees are offering help desk software. Top 3 products are developed by companies with a total of 50k employees. The largest company building help desk software is Salesforce with more than 40,000 employees.
Taking into account the latest metrics outlined below, these are the fastest growing solutions:
Zendesk
Freshdesk
Zoho Desk
Intercom
LiveAgent
We have analyzed reviews published in the last months. These were published in 4 review platforms as well as vendor websites where the vendor had provided a testimonial from a client whom we could connect to a real person.
These solutions have the best combination of high ratings from reviews and number of reviews when we take into account all their recent reviews.
This data is collected from customer reviews for all Help Desk Software companies. The most positive word describing Help Desk Software is “Easy to use” that is used in 13% of the reviews. The most negative one is “Difficult” with which is used in 4.00% of all the Help Desk Software reviews.
According to customer reviews, most common company size for help desk software customers is 1-50 Employees. Customers with 1-50 Employees make up 45% of help desk software customers. For an average Customer Success / Customer Service solution, customers with 1-50 Employees make up 29% of total customers.
These scores are the average scores collected from customer reviews for all Help Desk Software. Help Desk Software is most positively evaluated in terms of "Overall" but falls behind in "Likelihood to Recommend".
This category was searched on average for 8.5k times per month on search engines in 2022. This number has decreased to 6.1k in 2023. If we compare with other customer success / customer service solutions, a typical solution was searched 802 times in 2022 and this decreased to 646 in 2023.