G2 Crowd announces updated rankings of help desk software

REDWOOD CITY, Calif., May 22, 2014 /PRNewswire/ -- Nearly 350 professionals have reviewed the help desk software they use on business software review site G2 Crowd, and today an updated release of the Grid^SM for Help Desk scores 8 products; software buyers use these rankings to assist in their selections. The Grid^SM, G2 Crowd's software recommendation engine, factors in customer satisfaction reported by users and vendor market presence determined from social and public data to rank products.

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Help desk software enables support staff to handle user concerns submitted via email, phone or social media channels. It also provides a ticketing system for staff to organize and respond to customer inquiries as well as create information portals for self-service.

Desk.com, previously a Niche product on the Grid^SM, and Freshdesk, previously a High Performer, are now Leaders based on their high customer satisfaction and market presence. They joined fellow Leader Zendesk, which completed its IPO and made its debut on the New York Stock Exchange on May 15 and also a Leader on the inaugural release of the Grid for Help Desk in January. TeamSupport and HappyFox, which also have high customer satisfaction but a smaller market presence, are High Performers in this release of the Grid^SM.

Grid^SM for Help Desk Quick Facts
Highest-rated features: ticket creation user experience; performance and reliability (90% average satisfaction rate)
Lowest-rated feature: social integration (76% average satisfaction rate)
Average time to implementation: 1 month
Average time to ROI: 8 months

Some highlights from help desk reviews on G2 Crowd:

"The best features of Desk.com are a simplified unified inbox. It enables everyone in our company to provide support and know what problems the customer may have had in the past." Corey Maertz, Director of Support, DealerFire

"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, UK & Ireland Business Systems Manager, 3M

"Zendesk is great in helping you to diagnose what common issues your business is experiencing." Robert Wermus, Consumer Fraud Specialist, Groupon

"TeamSupport is very user friendly, gives users a lot of flexibility in how they manage their tickets, and gives managers a lot of options for handling departmental workload." Harold Kay, Database Analyst, Blair Academy

Of the more than 36 best-of-breed help desk products listed on G2 Crowd, the 8 ranked products each received 10 or more ratings and reviews to qualify for inclusion on the Grid^SM. Satisfaction rankings are generated from the user reviews, and market presence is calculated from vendor size, market share, and social impact. Based on a combination of these scores, each software solution is categorized as a Leader, High Performer, Contender, or Niche.

Premium research access can be purchased on the site for $599 and offers the original data for filtering and weighting, as well as individual profiles of each software platform with the most helpful positive and negative help desk reviews, detailed company information, user satisfaction ratings, feature scores and customer metrics. Future refreshes of the Grid^SM will provide updated rankings based on the latest reviews and social data.

See the new Grid^SM for Help Desk and subscribe to the premium research here.

About G2 Crowd, Inc.
G2 Crowd is business software reviews and ratings to drive better purchasing decisions.  Technology buyers, investors, and analysts use the site to compare and select the best software based on peer reviews and synthesized social data. Co-founded by the founder and former executives from SaaS leader BigMachines and backed by $4 million in capital, G2 Crowd aims to bring authenticity and transparency to business technology research. For more information, go to www.g2crowd.com.

SOURCE G2 Crowd, Inc.