Grid SM for Help Desk Spring Market Presence. Satisfaction. Zendesk Desk.com. Freshdesk. Parature. Kayako IssueTrak. TeamSupport.

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1 Contenders Leaders Market Presence Parature Zendesk Desk.com Freshdesk Kayako IssueTrak TeamSupport HappyFox Niche High Performers Satisfaction Help Desk Products Products shown on the Grid for Help Desk have received a minimum of 10 reviews/ratings in data gathered by May 9th, Products are ranked by customer satisfaction (based on user reviews) and market presence (based on market share, vendor size, and social impact) and placed into four categories on the Grid: Leaders offer help desk products that are rated highly by G2 Crowd users and have substantial scale, market share, and global support and service resources. Leaders include: Desk.com, Freshdesk, and Zendesk. High Performers provide products that are highly rated by their users, but have not yet achieved the market presence and scale of the vendors in the Leader category. High Performers include: TeamSupport and HappyFox. Contenders have significant market presence and resources, but their products have received below average user satisfaction ratings or have not yet received a sufficient number of reviews to validate their products. Niche vendors do not have the market presence of the Leaders. They may have been rated positively on customer satisfaction, but have not yet received enough reviews to validate their success. Niche vendors include: IssueTrak, Kayako, and Parature G2 Crowd, Inc. All rights reserved. No part of this publication may be reproduced or distributed in any form without G2 Crowd s prior written permission. While the information in this report has been obtained from sources believed to be reliable, G2 Crowd disclaims all warranties as to the accuracy, completeness, or adequacy of such information and shall have no liability for errors, omissions, or inadequacies in such information.

2 Grid Scores for Help Desk The table below shows the satisfaction and market presence scores that determine vendor placement on the Grid. To learn more about each of the vendors, please see the executive profiles in the next section. Product Name # of Reviews Satisfaction (normalized) Market Presence G2 Score Leaders Desk.com Freshdesk Zendesk High Performers TeamSupport HappyFox Niche IssueTrak Kayako Parature G2 Crowd, Inc. All rights reserved. Document #HDS14D. 2

3 Help Desk Definition Help desk refers to software platforms designed to provide a customer with information and support regarding a company s products or services. Customer concerns are typically submitted via , phone or social media channels. Help desk software provides a ticketing system for staff to organize and respond to customer inquiries as well as create information portals on the company s website. Help desk platforms are used to streamline customer service and provide analytics into customer engagement across all communication channels. Grid Rating Methodology The Grid represents the democratic voice of real business and IT users, rather than subjective opinion of one analyst. G2 Crowd rates help desk products algorithmically based on data sourced from product reviews shared by G2 Crowd users and data aggregated from online sources and social networks. Technology buyers can use the Grid to help them quickly select the best help desk product for their business; to set realistic goals for their marketing initiatives, and to find peers with similar experiences. For vendors, media, investors, and analysts, the Grid provides benchmarks for vendor comparison and market trend analysis. Grid Scoring Methodology G2 Crowd rates products and vendors based on ratings and reviews gathered from our user community, as well as data aggregated from online sources and social networks. We apply a unique, patent-pending algorithm to this data to calculate the product strength and vendor market presence scores in real time. The satisfaction rating is affected by the following (in order of importance): Overall Customer Satisfaction and Net Promoter Score (NPS) based on ratings by G2 Crowd users Customer satisfaction with second-level product attributes based on user reviews Popularity and statistical significance based on number of ratings and reviews received by G2 Crowd The market presence score is affected by the following (in order of importance): Number of employees for product and parent company (based on social networks and public sources) Market share based on share of voice including number of ratings and reviews received Vendor momentum based on web traffic and Google search trends Product social impact based on Klout score and Twitter followers Vendor social impact based on Klout score, Twitter, and LinkedIn followers Revenue and year over year revenue growth rate (if available) Age of company (number of years in operation) Employee satisfaction and engagement (based on social network ratings) 2014 G2 Crowd, Inc. All rights reserved. Document #HDS14D. 3

4 Vendor Executive Summaries This section includes summary profiles of each help desk vendor with 10 or more reviews, listed by G2 score. Desk.com (81) 4.3 out of 5 stars SPRING 2014 LEADER Desk.com has been named a Leader based on receiving a high customer satisfaction score and having a large market presence. 90% of users rated it 4 or 5 stars; 86% of customers would recommend the product to peers; and 89% believe Desk.com is headed in the right direction. Desk.com, formerly Assistly, is a product of Salesforce.com (NYSE: CRM). The San Francisco, CA based company had 2014 revenues of $4.07 billion and has 13,972 employees listed on LinkedIn (with an estimated 144 employees dedicated to Desk.com). In short-answer responses, users liked Desk.com s unified inbox, intuitive workflow, integration options, ease of use, and excellent customer support. Users disliked the template customization and would like to see improvements to the ios app interface as well as an Android version. Desk.com users recommended using the macros and rules features to increase workflow efficiency. Business problems solved using Desk.com include capturing customer history, CRM integration, customer support team scalability, improving response time, and creating an integrated knowledgebase. In G2 Crowd feature questions, users rated Desk.com at 85% on overall help desk functionality, in line with the category average of 85%. Users were most satisfied with Desk.com s call scripting with 94% satisfaction (vs. 82% average). Desk.com customers were least satisfied with its mobile user support with 72% satisfaction (vs. 77% average). Across all other features, Desk.com received high satisfaction scores between 75% and 93%. Freshdesk 4.5 out of 5 stars (79) SPRING 2014 LEADER Freshdesk has been named a Leader based on receiving the highest customer satisfaction score and having a large market presence. 96% of users rated it 4 or 5 stars; 93% of customers would recommend the product to peers; and 96% believe Freshdesk is headed in the right direction. Freshdesk is a private company founded in The Los Angeles, CA based company has 156 employees listed on LinkedIn. Revenue is unknown for this private company. In short-answer responses, users liked Freshdesk s intuitive experience, excellent customer support, low cost of implementation, customization, consistent improvement, and ability to handle multiple inbound channels. Users disliked Freshdesk s mobile interface and would like to see greater flexibility in reporting options. Freshdesk users recommended comparing its base features against competitors, and trying all products to find the best fit. Business problems solved using Freshdesk include improved tracking, team visibility, identifying issue trends, hourbased ticket assignment, and agent collision detection. In G2 Crowd feature questions, users rated Freshdesk at 88% on overall help desk functionality, above the category average of 85%. Users were most satisfied with Freshdesk s ticket creation user experience with 94% satisfaction (vs. 90% average). Freshdesk customers were least satisfied with its call scripting with 69% satisfaction (vs. 82% average). Across all other features, Freshdesk received high satisfaction scores between 75% and 93% G2 Crowd, Inc. All rights reserved. Document #HDS14D. 4

5 Zendesk (71) SPRING 2014 LEADER 4.2 out of 5 stars Zendesk has been named a Leader based on receiving a high customer satisfaction score and having the largest market presence. 98% of users rated it 4 or 5 stars; 88% of customers would recommend the product to peers; and 93% believe Zendesk is headed in the right direction. Zendesk (NYSE: ZEN) was founded in 2007 and on May 15, 2014 held its initial public offering. The San Francisco, CA based company had 2013 revenues of $72 million and has 612 employees listed on LinkedIn. In short-answer responses, users liked Zendesk s ease of use, customization capabilities, fast setup time, active user community, and consistent improvement of the product. Users disliked the in-application reporting capabilities and system crashes. Zendesk users recommended setting up workflows and tag systems ahead of implementation. Business problems solved using Zendesk include scaling customer service teams, faster response times, automated workflows, and an overall increase in customer service efficiency. In G2 Crowd feature questions, users rated Zendesk at 88% on overall help desk functionality, above the category average of 85%. Users were most satisfied with Zendesk s ticket collaboration with 92% satisfaction (vs. 88% average). Zendesk customers were least satisfied with its social monitoring with 69% satisfaction (vs. 82% average). Across all other features, Zendesk received satisfaction scores between 69% and 91%. TeamSupport (62) SPRING 2014 HIGH PERFORMER 4.7 out of 5 stars TeamSupport has been named a High Performer based on receiving a high customer satisfaction score and having a small market presence. 100% of users rated it 4 or 5 stars; 93% of customers would recommend the product to peers; and 100% believe TeamSupport is headed in the right direction. TeamSupport is a private company founded in The Dallas, TX based company has 5 employees on LinkedIn. Revenue is unknown for this private company. In short-answer responses, users liked TeamSupport s ease of use, ticket-type customization, Salesforce integration, knowledgebase, and great customer support. Users disliked the reporting functionality and would like to see improvements to its capabilities and interface. TeamSupport users recommended working with TeamSupport during the implementation process. Business problems solved with TeamSupport include creating a user portal, decreased response time, ticket creation through , and centralized customer support G2 Crowd, Inc. All rights reserved. Document #HDS14D. 5

6 HappyFox (17) SPRING 2014 HIGH PERFORMER 4.7 out of 5 stars HappyFox has been named a High Performer based on receiving a high customer satisfaction score and having a small market presence. 100% of users rated it 4 or 5 stars; 94% of customers would recommend the product to peers; and 94% believe HappyFox is headed in the right direction. HappyFox is a private company founded in The Irvine, CA based company has 5 employees listed on LinkedIn. Revenue is unknown for this private company. In short-answer responses, users liked HappyFox s mobile app, intuitive interface, integration, and great customer service. Users disliked that the software was sometimes slow to load, and they would like to see improved reporting capabilities. HappyFox users recommended the product as a quick-to-learn tool for small and medium-size businesses. Business problems solved using HappyFox include increased accountability on customer support team, creation of a knowledgebase, and customer support efficiency. In G2 Crowd feature questions, users rated HappyFox at 88% on overall help desk functionality, above the category average of 85%. Users were most satisfied with HappyFox s -to-case feature with 100% satisfaction (vs. 89% average). HappyFox customers were least satisfied with its knowledgebase with 80% satisfaction (vs. 82% average). Across all other features, HappyFox received high satisfaction scores between 84% and 98%. IssueTrak 4.6 out of 5 stars (16) Issuetrak has been named a Niche vendor based on receiving a low customer satisfaction score and having a small market presence. 100% of users rated it 4 or 5 stars; 91% of customers would recommend the product to peers; and 100% believe IssueTrak is headed in the right direction. IssueTrak is a private company founded in The Virginia, VA based company has 43 employees listed on LinkedIn. Revenue is unknown for this private company. In short-answer responses, users liked IssueTrak s intuitive interface, scalability and quick implementation. Users disliked the reporting features and the mobile interface. IssueTrak users recommended exporting the data and running reports separately. Business problems solved using IssueTrak include centralized customer support, developing a knowledgebase, and greater ticket response efficiency. In G2 Crowd feature questions, users rated IssueTrak at 85% on overall help desk functionality, in line with the category average of 85%. Users were most satisfied with IssueTrak s performance and reliability with 96% satisfaction (vs. 90% average). IssueTrak customers were least satisfied with its mobile user support with 57% satisfaction (vs. 77% average). Across all other features, IssueTrak received satisfaction scores between 73% and 91% G2 Crowd, Inc. All rights reserved. Document #HDS14D. 6

7 Kayako (15) 3.9 out of 5 stars Kayako has been named a Niche vendor based on receiving a low customer satisfaction score and having a small market presence. 92% of users rated it 4 or 5 stars; 82% of customers would recommend the product to peers; and 85% believe Kayako is headed in the right direction. Kayako is a private company founded in The Jalandhar, India based company has 109 employees listed on LinkedIn. Revenue is unknown for this private company. In short-answer responses, users liked Kayako s mobile application, ease of setup, great customer service, flexibility, and backend customization. Users had difficulty navigating the backend interface to adjust settings. Kayako users recommended the solution on-premise or as SaaS. Business problems solved using Kayako include tracking customer interactions, help desk customization, on-premise ticketing application, and live chat. In G2 Crowd feature questions, users rated Kayako at 81% on overall help desk functionality, below the category average of 85%. Users were most satisfied with Kayako s performance and reliability with 89% satisfaction (vs. 90% average). Kayako customers were least satisfied with its social integration with 50% satisfaction (vs. 76% average). Across all other features, Kayako received satisfaction scores between 74% and 88%. Parature 3.7 out of 5 stars (20) Parature has been named a Niche vendor based on receiving a low customer satisfaction score and having a small market presence. 72% of users rated it 4 or 5 stars; 73% of customers would recommend the product to peers; and 59% believe Parature is headed in the right direction. On January 7, 2014, Microsoft announced it had acquired Parature, formerly a private company founded in The Redmond, WA based company reported 2013 revenues of $77.8 billion and has 114,602 employees listed on LinkedIn (with an estimated 98 employees dedicated to Parature). In short-answer responses, users liked Parature s access controls, reporting, customization, and scalability. Users disliked the integrations with other products, specifically Salesforce. Parature users recommended having workflows prepared in detail before implementation. Business problems solved with Parature include customer support reporting, knowledgebase customization, and basic CRM functionality. In G2 Crowd feature questions, users rated Parature at 74% on overall help desk functionality, below the category average of 85%. Users were most satisfied with Parature s mobile user support with 86% satisfaction (vs. 77% average). Parature customers were least satisfied with its dashboards with 70% satisfaction (vs. 82% average). Across all other features, Parature received satisfaction scores between 71% and 86% G2 Crowd, Inc. All rights reserved. Document #HDS14D. 7

8 GridSM for Help Desk Spring 2014 Help Desk Grid Velocity The Grid velocity section of the report highlights products that have significantly moved in Grid position over the past 4 months. G2 Crowd GridSM for Help Desk Winter 14 to Spring 14 Contenders Leaders Market Presence Desk.com (Spring 14) Freshdesk (Spring 14) Desk.com (Winter 14) Niche Freshdesk (Winter 14) High Performers Satisfaction G2 Crowd users contributed more than 100 new reviews of help desk products between the Winter 14 and Spring 14 Grids. Desk.com had the most positive momentum, moving from a Niche vendor to a Leader. Desk.com s satisfaction score increased by 38 points (84%) and its market presence score increased by 16 points (36%). Freshdesk also had significant positive momentum, moving from a High Performer to a Leader. Freshdesk s satisfaction score increased by 6 points (7%) and its market presence score increased by 9 points (21%) G2 Crowd, Inc. All rights reserved. Document #HDS14D. 8

9 Satisfaction Ratings G2 Crowd users rated help desk software vendors ability to satisfy their needs as shown in the table below. Average satisfaction levels across survey questions were varied across all vendors in the range of 75% to 94%. Users validated that these providers meet their requirements at levels between 74% and 88%. Desk.com Freshdesk Zendesk TeamSupport HappyFox IssueTrak Kayako Parature Grid Average Satisfaction Likely to Recommend 86% 93% 88% 93% 94% 91% 82% 73% 88% Product going in right direction? 89% 96% 93% 100% 94% 100% 85% 59% 90% Net Promoter Score (NPS) (Range from -100 to +100) User Satisfaction Details Meets Requirements 85% 88% 88% 88% 88% 85% 81% 74% 85% Ease of Use 84% 92% 91% 91% 98% 88% 82% 81% 88% Ease of Setup 83% 90% 90% 91% 96% 87% 83% 69% 86% Ease of Admin 85% 92% 88% 91% 93% 85% 79% 79% 86% Support Quality 87% 92% 90% 95% 95% 97% 84% 71% 89% Ease of Doing Business 90% 91% 94% 96% 95% 96% 90% 76% 91% Average Sat by Category 86% 91% 90% 92% 94% 89% 83% 75% 87% 2014 G2 Crowd, Inc. All rights reserved. Document #HDS14D. 9

10 Feature Comparison G2 Crowd users have evaluated the help desk software vendors by feature. The results are shown below for vendors with at least 10 reviews. Desk.com Freshdesk Zendesk TeamSupport HappyFox IssueTrak Kayako Parature Grid Average Summary Ticket and Case Management 86% 87% 89% n/a 92% 86% 84% 82% 87% Communication Channels 90% 84% 85% n/a 96% 90% 72% 78% 85% Call Center 81% 78% 82% n/a n/a 83% 77% 82% 81% Self Service/Community 83% 84% 81% n/a 80% 86% 82% 82% 83% Reporting & Analytics 83% 84% 81% n/a 86% 78% 81% 74% 81% Platform 87% 88% 83% n/a 97% 96% 85% 83% 89% Avg. Feature Rating 85% 83% 85% n/a 89% 86% 79% 81% 84% Customer Segments Served As shown in the table below, help desk vendors serve a range of small, mid-market, and enterprise customers. Desk.com Freshdesk Zendesk TeamSupport HappyFox IssueTrak Kayako Parature Grid Average Customers by Size Small Business (1-50 employees) 72% 67% 43% 64% 43% 27% 50% 14% 47% Mid-Market (51-1,000 employees) 25% 25% 43% 31% 57% 55% 33% 50% 40% Enterprise (1,000+ employees) 4% 8% 15% 5% 0% 18% 17% 36% 13% 2014 G2 Crowd, Inc. All rights reserved. Document #HDS14D. 10

11 Deployment and Implementation 80% of help desk solutions are deployed as SaaS (software as a service) solutions in the cloud. Help desk solutions can be deployed quickly with an average implementation time of approximately one month. Desk.com Freshdesk Zendesk TeamSupport HappyFox IssueTrak Kayako Parature Grid Average Deployment Method Cloud 100% 100% 100% 100% 100% 21% 18% 100% 80% On-Premise 0% 0% 0% 0% 0% 79% 82% 0% 20% Implementation Time Avg. Months to Go Live Implementation Method % Led by In-House Team 97% 100% 87% 98% 94% 77% 100% 54% 88% % Led by Vendor PS 0% 0% 10% 2% 6% 23% 0% 46% 11% % Led by 3rd Party 3% 0% 3% 0% 0% 0% 0% 0% 1% Number of Users Purchased Median Number of Users Bought Contract Term Avg. Contract Term (Months) G2 Crowd, Inc. All rights reserved. Document #HDS14D. 11

12 Mobile Applications Some help desk platforms on the Grid include mobile applications to track and reply to tickets on the go. Native ios and Android app ratings are provided below. Vendors without a native app may provide mobile-friendly versions of their platform to be accessible via a smartphone Internet browser. Desk.com Freshdesk Zendesk TeamSupport HappyFox IssueTrak Kayako Parature Grid Average ios Mobile App Rating (5 stars) n/a n/a n/a 1.5 n/a 3 Number of Reviews n/a n/a n/a 43 n/a 244 Android Mobile App Rating (5 stars) n/a n/a 3.8 n/a 3.3 n/a 4 Number of Reviews n/a 177 1,355 n/a 8 n/a 130 n/a G2 Crowd, Inc. All rights reserved. Document #HDS14D. 12

13 Vendor and Product Scale Key data on the vendor s scale and impact are summarized below. Additional vendor demographic data is available for download in the Grid Spreadsheets. Desk.com Freshdesk Zendesk TeamSupport HappyFox IssueTrak Kayako Parature Grid Average Vendor Info Company Name Salesforce. com Freshdesk Zendesk TeamSupport HappyFox Inc. IssueTrak Kayako Microsoft HQ Location San Francisco, CA Los Angeles, CA San Francisco, CA Dallas, TX Irvine, CA Virginia Beach, VA Jalandhar, India Redmond, WA Corporate Background Year Founded Financial Data (if available) Revenue ($M ttm) 4,070 n/a 72 n/a n/a n/a n/a 77,849 27,330 Vendor Social and Web Impact Employees on LinkedIn (Vendor) 13, ,602 16,188 LinkedIn Followers 258,257 1,198 9, ,134 1,668, ,431 Twitter Followers 185,365 7,902 56, ,528 5,049 6,101 4,648, ,931 Klout Score Alexa Web Traffic Rank 175 2, ,676 67, ,096 4, ,670 Product Social and Web Impact Product Klout Score Twitter Followers for Product 17,219 7,902 56, ,528 5,049 6,101 3,402 12, G2 Crowd, Inc. All rights reserved. Document #HDS14D. 13

14 Rating Changes and Dynamics The ratings in this report are based on a snapshot of the user reviews and social data collected by G2 Crowd up to May 9, The ratings may change as the products are further developed, the vendors grow, and as additional opinions are shared by users. G2 Crowd updates the ratings on its website in real-time as additional data is received, and we will update this report at least once per quarter. By improving their products and support and/or by having more satisfied customer voices heard, contenders may become leaders and niche vendors may become high performers. Trust Keeping our ratings unbiased is our top priority. We require the use of a LinkedIn account to validate a G2 Crowd user s identity and employer and verify all reviews manually. We do not allow users to rate their employer s products or those of their employer s competitors. Though we share reviews from business partners (they often contain valuable content), we filter out business partner ratings in our aggregate ratings to avoid bias. Our G2 Crowd staff does not add any subjective input to the ratings, which are determined algorithmically based on data aggregated from publicly available online sources and social networks. Vendors cannot influence their ratings by spending time or money with us. Only the opinion of real users and data from public sources factor into the ratings. Grid Inclusion Criteria All products in a G2 Crowd category that have at least 10 reviews/ratings from real users of the product will be included in the Grid. Inviting other users, such as colleagues and peers to join G2 Crowd and share authentic product reviews will accelerate this process. If a help desk product is not yet listed on G2 Crowd and it fits the help desk market definition above, then users are encouraged to suggest its addition to our help desk category on our website at G2 Crowd, Inc. All rights reserved. Document #HDS14D. 14