How we rank: Help desk software
The Score (0–100) is a weighted sum of the factors below. Each factor is the weighted average of its metrics; each metric is calculated from one published fact. Missing facts score zero, and a service is ranked only when enough of its Score is backed by facts.
A service is ranked only when at least 70% of its Score is backed by verified facts.
← Best Help Desk Software 2026: Independent Customer Support Tool Ranking
Price 30%
Lowest list price in USD for one agent per month on a paid plan with monthly billing: $0 scores 100, $100 or more scores 0 (weight 3). Annual-only prices, launch discounts and plans with a minimum number of seats do not count. A permanent free plan (weight 2) and a free trial (weight 1) add to this factor.
| Metric | Rule |
|---|---|
| Price per agent per month | Linear from 0 (100) to 100 (0) — lower is better |
| Free plan | Yes = 100, No = 0 |
| Free trial | Yes = 100, No = 0 |
Features 30%
Whether the vendor offers live chat (weight 2), a knowledge base or help center (weight 2) and a public API (weight 1) on any plan, and whether AI that helps answer customers is included in the cheapest paid plan at no extra charge, even with a monthly limit (weight 2).
| Metric | Rule |
|---|---|
| Live chat | Yes = 100, No = 0 |
| Knowledge base | Yes = 100, No = 0 |
| AI in the cheapest paid plan | Yes = 100, No = 0 |
| Public API | Yes = 100, No = 0 |
Security and privacy 25%
Whether the company itself holds a SOC 2 report (weight 2) and ISO 27001 certification (weight 2), and offers a GDPR data processing agreement (weight 1). A certificate that belongs only to the data center or hosting provider does not count.
| Metric | Rule |
|---|---|
| SOC 2 report | Yes = 100, No = 0 |
| ISO 27001 | Yes = 100, No = 0 |
| GDPR data processing agreement | Yes = 100, No = 0 |
Track record 15%
A public status page (weight 1), the App Store rating of the vendor's agent app, weighted by the number of ratings up to 10,000 (weight 1), and how long the company has been running: 20 years or more scores 100 (weight 1).
| Metric | Rule |
|---|---|
| Public status page | Yes = 100, No = 0 |
| App Store rating | 3★ = 0, 5★ = 100, damped below 10,000 ratings |
| Founded | Full score at 20+ years |