US BUYER’S GUIDE · 9 PRODUCTS

Customer support & help desk

Can your team resolve the whole request, across the channels customers actually use?

Compare shared inboxes, ticketing, routing, knowledge and customer-service AI.

Research desk · Oct 20, 2026 · Methodology

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Highest documented score first. Fit adds up the 28 feature checks below, including AI, across documented plans. Entry price does not include every capability. Unknown evidence appears as a range.

Product / good fit for	Pricing context	Documented fit	Next step
Front Teams that collaborate closely on customer conversations and need a shared operational workspace.	$25.00per seat/month · billed annuallyStarter	63–100/100 documented fit 63% evidence coverage	Full research →
Freshdesk Teams building structured email support with a customer portal and a gradual path to richer routing.	$19.00per agent/month · billed annuallyGrowth	60–97/100 documented fit 63% evidence coverage	Full research →
Help Scout Service teams that value a conversation-centered inbox and connected self-service content.	See pricingper user/month plus AI resolutionsFree, Standard, Plus and Pro	55–100/100 documented fit 55% evidence coverage	Full research →
Zendesk Service organizations needing a broad help-desk platform with knowledge, reporting and AI options.	See pricingagent seats and applicable AI / service usageConfirm the current Zendesk suite	53–97/100 documented fit 56% evidence coverage	Full research →
Gorgias Online merchants whose service requests depend on orders, returns and commerce-system actions.	See pricingticket volume plus AI-resolved conversationsHelpdesk + AI Agent	50–100/100 documented fit 50% evidence coverage	Full research →
Intercom Teams combining digital customer service with a configurable AI agent and human support inbox.	$29.00per seat/month plus Fin outcomes and channel usage · billed annuallyEssential	50–100/100 documented fit 50% evidence coverage	Full research →
LiveChat / Text LiveChat / Text Commerce and service teams combining human support with controlled AI handover.	$19.00user/month · billed annuallyText Essential	46–96/100 documented fit 50% evidence coverage	Full research →
Smartsupp Smartsupp Online stores needing product guidance and multilingual human support.	$25.00workspace/month · billed annuallyPlus	26–100/100 documented fit 26% evidence coverage	Full research →
EngageBay EngageBay Smaller teams wanting shared sales and customer-service context.	$0.00workspaceFree All-in-One	20–100/100 documented fit 20% evidence coverage	Full research →

BEYOND A FEATURE CHECKMARK

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28 weighted checks: core capabilities contribute 32 points and workflow depth contributes 68. AI is included at the weight shown for this category. Expand Evidence for scope and sources, or ask for the same demonstration from each supplier.

Show checksShowing fewer rows does not change the score.

Customer support & help desk features for all 9 products
Feature / base weight	Front 63–100/100 documented fit Core capabilities32 / 32 pts10/10 checks with established status Workflow depth31.2–68 / 68 pts6/18 checks with established status	Freshdesk 60–97/100 documented fit Core capabilities32 / 32 pts10/10 checks with established status Workflow depth28.4–65.2 / 68 pts6/18 checks with established status	Help Scout 55–100/100 documented fit Core capabilities29.6–32 / 32 pts9/10 checks with established status Workflow depth25.6–68 / 68 pts5/18 checks with established status	Zendesk 53–97/100 documented fit Core capabilities21.6–32 / 32 pts7/10 checks with established status Workflow depth31.2–65.2 / 68 pts8/18 checks with established status	Gorgias 50–100/100 documented fit Core capabilities32 / 32 pts10/10 checks with established status Workflow depth17.6–68 / 68 pts4/18 checks with established status	Intercom 50–100/100 documented fit Core capabilities32 / 32 pts10/10 checks with established status Workflow depth18.4–68 / 68 pts4/18 checks with established status	LiveChat / Text 46–96/100 documented fit Core capabilities27.6–30.8 / 32 pts9/10 checks with established status Workflow depth18.1–65.2 / 68 pts5/18 checks with established status	Smartsupp 26–100/100 documented fit Core capabilities22.4–32 / 32 pts7/10 checks with established status Workflow depth4–68 / 68 pts1/18 checks with established status	EngageBay 20–100/100 documented fit Core capabilities20–32 / 32 pts6/10 checks with established status Workflow depth0–68 / 68 pts0/18 checks with established status
Core capabilityShared inbox or ticket records4 points · Track support conversations or tickets in a shared workspace.	Supported4 / 4 pts Evidence Shared conversations are documented. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence Email ticketing and a shared inbox are documented. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence Shared inbox conversations are documented. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence Service ticket records are documented. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence A shared commerce help desk is documented. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence Shared inbox and ticketing are documented. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence Shared chats and tickets. Official documentation · Oct 20, 2026Source	Supported4 / 4 pts Evidence Chat, email and messaging. Official documentation · Oct 20, 2026Source	Supported4 / 4 pts Evidence Shared ticket inbox. Official documentation · Oct 20, 2026Source
Core capabilityMultiple service channels4 points · Handle more than one channel type, such as email and live chat.	Supported4 / 4 pts Evidence Multiple channel types require Professional; Starter supports a single type. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence Multichannel service is offered through the separate Freshdesk Omni package. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence Email support and live chat are documented. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence Messaging and ticket-based service conversations are documented. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence Commerce support channels are documented. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence Support email and live chat are documented. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence Shared chats and tickets. Official documentation · Oct 20, 2026Source	Supported4 / 4 pts Evidence Chat, email and messaging. Official documentation · Oct 20, 2026Source	Not verified0–4 / 4 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source
Depth checkMerge or link duplicate conversations5.6 points · Merge or associate duplicate tickets while retaining customer/conversation context. Ask for a demonstration Create two tickets about one issue and show how they are combined or linked. A scenario to run with the supplier; not a completed product test.	Not verified0–5.6 / 5.6 pts Evidence The reviewed evidence does not establish this advanced behavior: merge or link duplicate conversations. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Limited2.8 / 5.6 pts Evidence Tickets can merge, but Web chat, WhatsApp, Facebook and Instagram tickets are excluded. Official documentation · Oct 15, 2026Source	Not verified0–5.6 / 5.6 pts Evidence The reviewed evidence does not establish this advanced behavior: merge or link duplicate conversations. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Limited2.8 / 5.6 pts Evidence Ordinary tickets can merge; AI-agent tickets cannot be merged. Official documentation · Oct 15, 2026Source	Supported5.6 / 5.6 pts Evidence Manual and rule-based merging consolidate duplicate customer tickets into a single thread. Official documentation · Oct 15, 2026Source	Supported5.6 / 5.6 pts Evidence Conversations and tickets can be merged after previewing both records; primary-ticket SLA behavior is explicit. Official documentation · Oct 15, 2026Source	Limited2.8 / 5.6 pts Evidence Same-customer tickets only. Official documentation · Oct 20, 2026Source	Not verified0–5.6 / 5.6 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source	Not verified0–5.6 / 5.6 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source
Depth checkPrevent conflicting agent replies6.4 points · Expose concurrent agent activity, assignment or a documented collision control. Ask for a demonstration Have two agents open the same conversation and show what prevents duplicate replies. A scenario to run with the supplier; not a completed product test.	Supported6.4 / 6.4 pts Evidence Real-time collision detection shows another teammate’s response activity and shares the live draft. Official documentation · Oct 15, 2026Source	Supported6.4 / 6.4 pts Evidence Agent Collision shows other agents viewing or replying, while individual saved drafts remain private. Official documentation · Oct 15, 2026Source	Supported6.4 / 6.4 pts Evidence Collision indicators show when a teammate is viewing or replying to the same conversation. Official documentation · Oct 15, 2026Source	Supported6.4 / 6.4 pts Evidence Presence and collision indicators identify other agents viewing or editing a ticket on applicable plans. Official documentation · Oct 15, 2026Source	Not verified0–6.4 / 6.4 pts Evidence The reviewed evidence does not establish this advanced behavior: prevent conflicting agent replies. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Not verified0–6.4 / 6.4 pts Evidence The reviewed evidence does not establish this advanced behavior: prevent conflicting agent replies. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Not verified0–6.4 / 6.4 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source	Not verified0–6.4 / 6.4 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source	Not verified0–6.4 / 6.4 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source
Core capabilityTicket or conversation assignment4 points · Route or assign conversations to responsible teams or agents.	Supported4 / 4 pts Evidence Assignment automation uses tier-specific rule allowances. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence Intelligent routing requires Pro. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence Advanced routing is available on higher plans. Official documentation · Oct 15, 2026Source	Not verified0–4 / 4 pts Evidence The reviewed documentation does not establish ticket or conversation assignment at this feature level. This is an evidence gap, not a finding that the capability is absent. Not verified · Oct 15, 2026Source	Supported4 / 4 pts Evidence Rules assign tickets to a team based on triggers and conditions. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence Round-robin assignment is included in Advanced. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence Conditional assignment rules. Official documentation · Oct 20, 2026Source	Not verified0–4 / 4 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source	Supported4 / 4 pts Evidence Rep and group assignment. Official documentation · Oct 20, 2026Source
Core capabilityService workflow or SLA rules4 points · Use configurable service workflows, escalation or SLA policies.	Supported4 / 4 pts Evidence Automation rules have tier-specific caps. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence Multiple SLA policies require Pro. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence Workflows are available with higher-plan scope. Official documentation · Oct 15, 2026Source	Not verified0–4 / 4 pts Evidence The reviewed documentation does not establish service workflow or sla rules at this feature level. This is an evidence gap, not a finding that the capability is absent. Not verified · Oct 15, 2026Source	Supported4 / 4 pts Evidence Rules tag, reply, assign and close tickets; accounts can configure up to 70 rules. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence The workflow builder is included in Advanced. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence Conditional assignment rules. Official documentation · Oct 20, 2026Source	Supported4 / 4 pts Evidence Rule-based conversation flows. Official documentation · Oct 20, 2026Source	Supported4 / 4 pts Evidence Rep and group assignment. Official documentation · Oct 20, 2026Source
Depth checkBusiness-hours-aware SLA targets5.6 points · Apply service targets using working hours or configured business calendars. Ask for a demonstration Open a ticket just before closing and show how its response deadline is calculated. A scenario to run with the supplier; not a completed product test.	Supported5.6 / 5.6 pts Evidence Time-goal rules calculate deadlines across the configured business-hours boundary. Official documentation · Oct 15, 2026Source	Supported5.6 / 5.6 pts Evidence SLA policies use configured business hours; current guidance explains conversion of day-based targets. Official documentation · Oct 15, 2026Source	Supported5.6 / 5.6 pts Evidence Native SLA policies measure targets in office hours or calendar hours. Official documentation · Oct 15, 2026Source	Supported5.6 / 5.6 pts Evidence An SLA configured to respect business hours excludes schedule closures and holidays. Official documentation · Oct 15, 2026Source	Not verified0–5.6 / 5.6 pts Evidence The reviewed evidence does not establish this advanced behavior: business-hours-aware sla targets. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Supported5.6 / 5.6 pts Evidence SLA deadlines are calculated using the configured office-hours calendar. Official documentation · Oct 15, 2026Source	Not verified0–5.6 / 5.6 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source	Not verified0–5.6 / 5.6 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source	Not verified0–5.6 / 5.6 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source
Depth checkEscalation for aging or breached work6.4 points · Trigger an alert, reassignment or other action when service work ages or breaches a rule. Ask for a demonstration Let a test ticket approach its target and show the configured escalation. A scenario to run with the supplier; not a completed product test.	Supported6.4 / 6.4 pts Evidence Time-goal rules flag overdue conversations and apply an SLA breach tag for workflow handling. Official documentation · Oct 15, 2026Source	Supported6.4 / 6.4 pts Evidence Hourly automations can act on ticket age, status duration and first-response due/overdue conditions. Official documentation · Oct 15, 2026Source	Supported6.4 / 6.4 pts Evidence The documented Super SLA integration sends pre-breach alerts by SMS, phone or email; a separate subscription applies. Official documentation · Oct 15, 2026Source	Supported6.4 / 6.4 pts Evidence Business rules can take action before an SLA breaches. Official documentation · Oct 15, 2026Source	Not verified0–6.4 / 6.4 pts Evidence The reviewed evidence does not establish this advanced behavior: escalation for aging or breached work. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Not verified0–6.4 / 6.4 pts Evidence The reviewed evidence does not establish this advanced behavior: escalation for aging or breached work. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Not verified0–6.4 / 6.4 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source	Not verified0–6.4 / 6.4 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source	Not verified0–6.4 / 6.4 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source
Core capabilityPublished help center3.2 points · Publish customer-facing help articles or a knowledge base.	Supported3.2 / 3.2 pts Evidence A public knowledge base is documented; multilingual publishing requires Enterprise. Official documentation · Oct 15, 2026Source	Supported3.2 / 3.2 pts Evidence Growth includes a customer portal and knowledge base. Official documentation · Oct 15, 2026Source	Supported3.2 / 3.2 pts Evidence Knowledge bases are documented. Official documentation · Oct 15, 2026Source	Supported3.2 / 3.2 pts Evidence A customer knowledge-base product is documented. Official documentation · Oct 15, 2026Source	Supported3.2 / 3.2 pts Evidence All Helpdesk plans can publish a customer help center; free trials cannot create one. Official documentation · Oct 15, 2026Source	Supported3.2 / 3.2 pts Evidence A public help center is documented. Official documentation · Oct 15, 2026Source	Not verified0–3.2 / 3.2 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source	Not verified0–3.2 / 3.2 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source	Not verified0–3.2 / 3.2 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source
Core capabilityCustomer self-service answers3.2 points · Let customers locate help content or obtain automated answers without an agent.	Supported3.2 / 3.2 pts Evidence Customers can use the knowledge base and configured Autopilot workflows. Official documentation · Oct 15, 2026Source	Supported3.2 / 3.2 pts Evidence The knowledge base provides customer self-service. Official documentation · Oct 15, 2026Source	Supported3.2 / 3.2 pts Evidence Customer self-service is documented. Official documentation · Oct 15, 2026Source	Supported3.2 / 3.2 pts Evidence Knowledge-supported AI agents answer customer questions. Official documentation · Oct 15, 2026Source	Supported3.2 / 3.2 pts Evidence The AI Agent answers commerce customer questions using configured knowledge. Official documentation · Oct 15, 2026Source	Supported3.2 / 3.2 pts Evidence Customers can use published knowledge and Fin answers. Official documentation · Oct 15, 2026Source	Supported3.2 / 3.2 pts Evidence AI answers from selected sources. Official documentation · Oct 20, 2026Source	Supported3.2 / 3.2 pts Evidence Knowledge-based shopping dialogue. Official documentation · Oct 20, 2026Source	Supported3.2 / 3.2 pts Evidence Knowledge-trained AI chatbot. Official documentation · Oct 20, 2026Source
Depth checkArticle revision or publication control4.8 points · Review versions, drafts or publishing states before changing customer-facing help content. Ask for a demonstration Edit a live article and show the review/publish process or earlier version. A scenario to run with the supplier; not a completed product test.	Not verified0–4.8 / 4.8 pts Evidence The reviewed evidence does not establish this advanced behavior: article revision or publication control. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Not verified0–4.8 / 4.8 pts Evidence The reviewed evidence does not establish this advanced behavior: article revision or publication control. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Not verified0–4.8 / 4.8 pts Evidence The reviewed evidence does not establish this advanced behavior: article revision or publication control. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Not verified0–4.8 / 4.8 pts Evidence The reviewed evidence does not establish this advanced behavior: article revision or publication control. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Supported4.8 / 4.8 pts Evidence Help-center articles can be prepared and published through explicit article states. Official documentation · Oct 15, 2026Source	Not verified0–4.8 / 4.8 pts Evidence The reviewed evidence does not establish this advanced behavior: article revision or publication control. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Not verified0–4.8 / 4.8 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source	Not verified0–4.8 / 4.8 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source	Not verified0–4.8 / 4.8 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source
Depth checkKnowledge-gap or search analysis4.8 points · Identify unanswered searches, unhelpful articles or missing knowledge from customer usage. Ask for a demonstration Find a recurring unresolved question and show how it becomes a content improvement task. A scenario to run with the supplier; not a completed product test.	Supported4.8 / 4.8 pts Evidence Knowledge analytics exposes article reactions and search keywords to reveal content gaps. Official documentation · Oct 15, 2026Source	Not verified0–4.8 / 4.8 pts Evidence The reviewed evidence does not establish this advanced behavior: knowledge-gap or search analysis. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Not verified0–4.8 / 4.8 pts Evidence The reviewed evidence does not establish this advanced behavior: knowledge-gap or search analysis. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Not verified0–4.8 / 4.8 pts Evidence The reviewed evidence does not establish this advanced behavior: knowledge-gap or search analysis. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Not verified0–4.8 / 4.8 pts Evidence The reviewed evidence does not establish this advanced behavior: knowledge-gap or search analysis. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Not verified0–4.8 / 4.8 pts Evidence The reviewed evidence does not establish this advanced behavior: knowledge-gap or search analysis. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Supported4.8 / 4.8 pts Evidence Recurring unanswered-question review. Official documentation · Oct 20, 2026Source	Not verified0–4.8 / 4.8 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source	Not verified0–4.8 / 4.8 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source
Core capabilityService performance reports2.4 points · Report on support conversations, demand or resolution activity.	Supported2.4 / 2.4 pts Evidence Basic service analytics are documented. Official documentation · Oct 15, 2026Source	Supported2.4 / 2.4 pts Evidence Service dashboards are documented; available scope varies by tier. Official documentation · Oct 15, 2026Source	Supported2.4 / 2.4 pts Evidence Service reporting is documented; check exact metrics in the quoted plan. Official documentation · Oct 15, 2026Source	Supported2.4 / 2.4 pts Evidence Service reporting products are documented; confirm included report scope. Official documentation · Oct 15, 2026Source	Supported2.4 / 2.4 pts Evidence Helpdesk performance reports cover workload, ticket trends, channels and help-center usage. Official documentation · Oct 15, 2026Source	Supported2.4 / 2.4 pts Evidence Prebuilt service reports are included. Official documentation · Oct 15, 2026Source	Supported2.4 / 2.4 pts Evidence Support and AI reports. Official documentation · Oct 20, 2026Source	Supported2.4 / 2.4 pts Evidence Response, volume and CSAT metrics. Official documentation · Oct 20, 2026Source	Supported2.4 / 2.4 pts Evidence Support performance reports. Official documentation · Oct 20, 2026Source
Core capabilityAdvanced or custom service analytics2.4 points · Build custom reports or use documented advanced operational analytics.	Supported2.4 / 2.4 pts Evidence Advanced and custom analytics are available in higher tiers. Official documentation · Oct 15, 2026Source	Supported2.4 / 2.4 pts Evidence Custom dashboards and AI Insights require eligible higher tiers. Official documentation · Oct 15, 2026Source	Not verified0–2.4 / 2.4 pts Evidence The reviewed documentation does not establish advanced or custom service analytics at this feature level. This is an evidence gap, not a finding that the capability is absent. Not verified · Oct 15, 2026Source	Not verified0–2.4 / 2.4 pts Evidence The reviewed documentation does not establish advanced or custom service analytics at this feature level. This is an evidence gap, not a finding that the capability is absent. Not verified · Oct 15, 2026Source	Supported2.4 / 2.4 pts Evidence Reports support custom metrics and saved views; Voice/SMS tabs require the relevant subscription. Official documentation · Oct 15, 2026Source	Supported2.4 / 2.4 pts Evidence Operational AI analysis is offered as an add-on. Official documentation · Oct 15, 2026Source	Limited1.2 / 2.4 pts Evidence Support-assisted report customisation. Official documentation · Oct 20, 2026Source	Not verified0–2.4 / 2.4 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source	Not verified0–2.4 / 2.4 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source
Depth checkTrace a service metric to conversations3.2 points · Inspect the conversations or records contributing to a service metric. Ask for a demonstration Open a response-time or resolution metric and identify the conversations counted. A scenario to run with the supplier; not a completed product test.	Not verified0–3.2 / 3.2 pts Evidence The reviewed evidence does not establish this advanced behavior: trace a service metric to conversations. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Not verified0–3.2 / 3.2 pts Evidence The reviewed evidence does not establish this advanced behavior: trace a service metric to conversations. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Supported3.2 / 3.2 pts Evidence The SLA report drills from compliance metrics into the specific conversations counted. Official documentation · Oct 15, 2026Source	Not verified0–3.2 / 3.2 pts Evidence The reviewed evidence does not establish this advanced behavior: trace a service metric to conversations. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Supported3.2 / 3.2 pts Evidence Report drill-down shows the precise tickets contributing to a supported metric. Official documentation · Oct 15, 2026Source	Not verified0–3.2 / 3.2 pts Evidence The reviewed evidence does not establish this advanced behavior: trace a service metric to conversations. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Not verified0–3.2 / 3.2 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source	Not verified0–3.2 / 3.2 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source	Not verified0–3.2 / 3.2 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source
Depth checkExport service analytics data4 points · Export service report rows or metrics for outside reconciliation. Ask for a demonstration Export a filtered report and reconcile its count with the support workspace. A scenario to run with the supplier; not a completed product test.	Supported4 / 4 pts Evidence Conversation and message analytics export detailed rows; conversation exports have documented date/row limits. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence Analytics can export the tickets that violated an SLA on applicable paid plans. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence Reporting exports provide conversation-level rows within the chosen parameters; message bodies are separate. Official documentation · Oct 15, 2026Source	Not verified0–4 / 4 pts Evidence The reviewed evidence does not establish this advanced behavior: export service analytics data. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Supported4 / 4 pts Evidence Drill-down exports include ticket metadata and links, with an optional message-content export. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence Conversation datasets and full conversation content can be exported through documented export methods. Official documentation · Oct 15, 2026Source	Supported4 / 4 pts Evidence CSV reports with period limits. Official documentation · Oct 20, 2026Source	Not verified0–4 / 4 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source	Not verified0–4 / 4 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source
Core capabilityAI for human agents2.4 points · Assist a human support agent with drafts, summaries or contextual answers.	Supported2.4 / 2.4 pts Evidence Copilot supplies drafting and account context; included in Enterprise and add-on below. Official documentation · Oct 15, 2026Source	Supported2.4 / 2.4 pts Evidence Freddy Copilot provides agent assistance with seat/plan conditions. Official documentation · Oct 15, 2026Source	Supported2.4 / 2.4 pts Evidence AI Drafts generates reply suggestions from previous replies and help content; unlimited drafts require Plus. Official documentation · Oct 15, 2026Source	Supported2.4 / 2.4 pts Evidence Agent-facing Copilot is documented; package allowances require confirmation. Official documentation · Oct 15, 2026Source	Supported2.4 / 2.4 pts Evidence Gaia assists with tickets, analytics, rules, macros and help content, preparing changes for review. Official documentation · Oct 15, 2026Source	Supported2.4 / 2.4 pts Evidence Copilot assists human support agents; separate paid unlimited access is available. Official documentation · Oct 15, 2026Source	Supported2.4 / 2.4 pts Evidence Contextual Copilot assistance. Official documentation · Oct 20, 2026Source	Supported2.4 / 2.4 pts Evidence Agent-reviewed AI rewrites. Official documentation · Oct 20, 2026Source	Not verified0–2.4 / 2.4 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source
Core capabilityAI customer-facing answers2.4 points · Use an AI agent to answer customer questions, with a documented escalation route or support workflow.	Supported2.4 / 2.4 pts Evidence Autopilot runs customer workflows with conversation-based pricing. Official documentation · Oct 15, 2026Source	Supported2.4 / 2.4 pts Evidence Email AI Agent handles customer conversations; session allowances and charges apply. Official documentation · Oct 15, 2026Source	Supported2.4 / 2.4 pts Evidence AI Answers handles customer questions with human handoff and resolution-based charges. Official documentation · Oct 15, 2026Source	Supported2.4 / 2.4 pts Evidence Zendesk documents customer-facing AI agents; package allowances require confirmation. Official documentation · Oct 15, 2026Source	Supported2.4 / 2.4 pts Evidence The commerce-focused AI Agent automates customer answers alongside human support; separate resolution charges apply. Official documentation · Oct 15, 2026Source	Supported2.4 / 2.4 pts Evidence Fin answers from configured knowledge and can hand off to people; outcome billing applies. Official documentation · Oct 15, 2026Source	Supported2.4 / 2.4 pts Evidence AI answers from selected sources. Official documentation · Oct 20, 2026Source	Supported2.4 / 2.4 pts Evidence Knowledge-based shopping dialogue. Official documentation · Oct 20, 2026Source	Supported2.4 / 2.4 pts Evidence Knowledge-trained AI chatbot. Official documentation · Oct 20, 2026Source
Depth checkAI answers with inspectable support sources3.2 points · Inspect the knowledge or conversation sources behind AI-generated support content. Ask for a demonstration Ask an AI support question and open the source used for the answer. A scenario to run with the supplier; not a completed product test.	Not verified0–3.2 / 3.2 pts Evidence The reviewed evidence does not establish this advanced behavior: ai answers with inspectable support sources. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Supported3.2 / 3.2 pts Evidence AI Agent test results show the source used to generate each support answer. Official documentation · Oct 15, 2026Source	Not verified0–3.2 / 3.2 pts Evidence The reviewed evidence does not establish this advanced behavior: ai answers with inspectable support sources. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Not verified0–3.2 / 3.2 pts Evidence The reviewed evidence does not establish this advanced behavior: ai answers with inspectable support sources. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Not verified0–3.2 / 3.2 pts Evidence The reviewed evidence does not establish this advanced behavior: ai answers with inspectable support sources. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Supported3.2 / 3.2 pts Evidence Fin test results expose the content sources behind an answer. Official documentation · Oct 15, 2026Source	Not verified0–3.2 / 3.2 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source	Not verified0–3.2 / 3.2 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source	Not verified0–3.2 / 3.2 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source
Depth checkAI handoff with conversation context4 points · Transfer to a human while retaining the conversation or relevant captured context. Ask for a demonstration Ask the AI to escalate and show what the human agent receives before replying. A scenario to run with the supplier; not a completed product test.	Supported4 / 4 pts Evidence Autopilot Resolve creates a human follow-up ticket with the conversation summary and normal routing rules. Official documentation · Oct 15, 2026Source	Not verified0–4 / 4 pts Evidence The reviewed evidence does not establish this advanced behavior: ai handoff with conversation context. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Not verified0–4 / 4 pts Evidence The reviewed evidence does not establish this advanced behavior: ai handoff with conversation context. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Not verified0–4 / 4 pts Evidence The reviewed evidence does not establish this advanced behavior: ai handoff with conversation context. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Not verified0–4 / 4 pts Evidence The reviewed evidence does not establish this advanced behavior: ai handoff with conversation context. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Not verified0–4 / 4 pts Evidence The reviewed evidence does not establish this advanced behavior: ai handoff with conversation context. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source	Supported4 / 4 pts Evidence Transcript-linked chat-to-ticket handover. Official documentation · Oct 20, 2026Source	Supported4 / 4 pts Evidence Human transfer preserves context. Official documentation · Oct 20, 2026Source	Not verified0–4 / 4 pts Evidence Not established by reviewed sources. Not verified · Oct 20, 2026Source
Depth checkTranslate customer replies inside the agent workspace2.5 points · Demonstrate "Translate customer replies inside the agent workspace" with test data. Show the result, an exception case, and the required plan. Ask for a demonstration Demonstrate "Translate customer replies inside the agent workspace" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test.	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source
Depth checkDisable AI assistance for selected support users2.5 points · Demonstrate "Disable AI assistance for selected support users" with test data. Show the result, an exception case, and the required plan. Ask for a demonstration Demonstrate "Disable AI assistance for selected support users" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test.	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source
Depth checkRedact selected sensitive ticket text2.5 points · Demonstrate "Redact selected sensitive ticket text" with test data. Show the result, an exception case, and the required plan. Ask for a demonstration Demonstrate "Redact selected sensitive ticket text" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test.	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Supported2.5 / 2.5 pts Evidence Agent Workspace redacts selected ticket comment text; events are logged. Requires appropriate role/permission and Agent Workspace. Channel exclusions apply; redaction does not remove copies on external services. Official documentation · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source
Depth checkRemove sensitive attachments from stored tickets2.5 points · Demonstrate "Remove sensitive attachments from stored tickets" with test data. Show the result, an exception case, and the required plan. Ask for a demonstration Demonstrate "Remove sensitive attachments from stored tickets" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test.	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Supported2.5 / 2.5 pts Evidence Agent Workspace can redact supported ticket attachments; up to 75 attachments per operation. Requires appropriate role/permission and Agent Workspace. Channel exclusions apply; redaction does not remove copies on external services. Official documentation · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source
Depth checkChange ticket ownership from the mobile app2.5 points · Open a test ticket on a phone, assign it to another agent and verify the new owner in the desktop workspace. Ask for a demonstration Open a test ticket on a phone, assign it to another agent and verify the new owner in the desktop workspace. A scenario to run with the supplier; not a completed product test.	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Supported2.5 / 2.5 pts Evidence The Support mobile app lets agents select an assignee and update ticket details. Mobile supported ticket flows; advanced settings and side-conversation editing remain limited. Official documentation · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source
Depth checkCoach an agent privately during a live chat2.5 points · Demonstrate "Coach an agent privately during a live chat" with test data. Show the result, an exception case, and the required plan. Ask for a demonstration Demonstrate "Coach an agent privately during a live chat" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test.	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Supported2.5 / 2.5 pts Evidence Supervision lets a teammate observe a live chat and send private guidance. Verify current plan for supervision and private notes; handbook identifies Business/Enterprise for transfer private notes. Official documentation · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source
Depth checkKeep external consultation separate from the customer thread2.5 points · Demonstrate "Keep external consultation separate from the customer thread" with test data. Show the result, an exception case, and the required plan. Ask for a demonstration Demonstrate "Keep external consultation separate from the customer thread" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test.	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Supported2.5 / 2.5 pts Evidence Private side conversations keep internal or external consultation separate from the customer thread. Suite Professional or above per related official redaction article; Support-only plans do not include side conversations. Official documentation · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source
Depth checkCancel a reply during a send-delay grace period2.5 points · Demonstrate "Cancel a reply during a send-delay grace period" with test data. Show the result, an exception case, and the required plan. Ask for a demonstration Demonstrate "Cancel a reply during a send-delay grace period" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test.	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source	Not verified0–2.5 / 2.5 pts Evidence This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source

WHAT WE MEASURE

The criteria behind the score.

The established 20 checks contribute 80 points. Eight new operational checks contribute 20 points. AI checks are included in their own group and are excluded when AI priority is set to zero. These assess documented capability scope, not measured performance. Adjust group priorities in the comparison tool.

See the complete calculation →

Inbox, tickets & channels 20%
Keep conversations and customer context accessible to the team.
Routing & service workflows 20%
Assign ownership, manage escalation and apply appropriate service rules.
Knowledge & self-service 16%
Publish and maintain the content used by customers and agents.
Reporting & operational visibility 12%
Understand demand, workload and resolution performance.
Support AI & human handoff 17%
Separate agent assistance from automated customer resolution.
Operational detail 15%
Specific workflow, integration and control checks beyond the established rubric.

THE PRACTICAL BUYER’S GUIDE

How to choose customer support & help desk.

A help desk is the place where conversations, customer context and responsibility meet. Start by separating your major request types: information questions, account changes, order issues, technical incidents and situations that require escalation. Count the channels that matter today, not every channel in the vendor presentation. An email-first team may value a focused shared inbox; a larger service organization may need routing policies, business hours, multiple brands and detailed reporting. An ecommerce team may care more about order context and permitted actions in its commerce platform. Build the shortlist around these differences. The same product can be a strong fit for one support operation and an unnecessary implementation burden for another.

Test the handoff, not only the first answer

Give each finalist a request that begins in chat, needs a customer identity check and ends with a specialist. Inspect the transcript, internal notes, attachments and ownership as the request moves. Ask whether the customer must repeat information. Include a closed ticket that reopens and an issue spanning two departments. If you need service-level reporting, define the clock: business or calendar hours, first or next reply, resolution or closure. These definitions influence both the dashboard and the operational result. A visually clean inbox is useful only if the team can still handle exceptions and maintain accountability.

Use your knowledge quality as an AI readiness test

Choose a small set of approved, current help articles and a set of ambiguous customer questions. Ask the AI to answer from those sources, then change or remove a document and test again. Check whether it distinguishes product versions, customer entitlements and geography. A plausible answer is not enough. The system should stay within the intended scope and escalate when it lacks reliable information. Assign an owner to update the knowledge base. Review the questions that were not resolved rather than measuring success only by reduced agent volume. A good pilot should expose the maintenance work required after launch.

Normalize the billing unit before comparing prices

Some vendors charge primarily by agent seat, others by tickets, supported contacts or automated outcomes. AI can introduce a second bill based on sessions, conversations, credits or resolutions. The definitions differ. Obtain a written example using the same monthly volume, reopen rate, channel mix and expected automation scope. Include light users and external collaborators when those roles matter. Ask which events count as an AI outcome and how disputes, handoffs and repeated contacts are handled. Forecast a busy period as well as an ordinary month. Compare the total under the same assumptions, not a seat price beside a resolution price.

What changes the total cost?

Agent seats, light-user allowances, minimum seats and the plan required for routing or multi-brand operations.
AI outcomes or sessions, channel usage, voice, SMS, WhatsApp, connector tasks and API capacity.
Knowledge migration, training, integrations, implementation support and ongoing quality review.

Where purchases go wrong

Assuming an AI agent and an agent-facing copilot are the same product or charge.
Measuring deflection without checking customer effort, unresolved questions and successful human handoff.
Comparing different definitions of tickets, contacts, sessions or outcomes as if they were interchangeable.

Bring these questions to the demo

Show a request moving between channels and teams with its full context preserved.
What exactly counts as a billable AI outcome or session, including a handoff or reopened conversation?
How do we restrict actions such as refunds, account changes or outbound messages?
Show the reporting definition for first response, resolution, reopen rate and service-level attainment.

Questions buyers ask

Does a help desk replace a CRM?

Not necessarily. A help desk manages service work and conversations; a sales CRM manages relationships and opportunities. They can share data, but compare each product against the workflow you need.

Should AI resolve every ticket?

No. Set a scope that fits knowledge quality, customer risk and allowed actions. Provide human escalation and review failures before widening the pilot.

Are SMS and WhatsApp included in a seat price?

Often channel or usage charges are separate. Confirm both the help-desk plan and the underlying channel terms, including US availability and permitted use.

Customer support & help desk

Compare the options.

Front

Freshdesk

Help Scout

Zendesk

Gorgias

Intercom

LiveChat / Text

Smartsupp

EngageBay