How we score Help desk software
Rubric v1, published Oct 1, 2026 · See the ranking
We score each help desk on its entry plan (the cheapest paid plan that allows three agents): cost for three agents, included on the entry plan, free plan, support, using only what the company publishes on its own website. Every score is worked out by the formula shown for its criterion, and every fact behind it links to the page it came from, with the date we read it.
A fact the company does not publish counts as absent. We have not used these products ourselves; when we do, the method will say so and the rubric version will change.
The criteria
| Criterion | Weight | What a 10 and a 0 look like |
|---|---|---|
| Cost for three agents | 40% | The entry paid plan's monthly cost for three agents at the regular price (per-agent price x 3, or the plan price if it covers three), annual prepay included. 10 at $20 or less, 0 at $200 or more, straight line between; 0 if not published. |
| Included on the entry plan | 30% | Which of five the entry paid plan includes: a shared email inbox, live chat, a knowledge base, automation, and reporting. 2 points each. |
| Free plan | 15% | 10 for a free plan, 6 for a free trial, 0 for neither. |
| Support | 15% | Support on the entry paid plan: phone and chat (or 24/7 chat) 10; one live channel 6; email or help centre only 3; not published 0. |
The overall score is 10 × the sum of weight × criterion score, from 0 to 100, shown as 0-10 with one decimal.
Version history
- v1, published Oct 1, 2026: Cost for three agents 40%, Included on the entry plan 30%, Free plan 15%, Support 15%