Helpful resources to run your business. (Work in Progress). These are not formal recommendations, just something for you to explore.
Help Desk Software
Salesforce Service Cloud
This is the best overall, in my view, but also can be complex. Now called Agentforce Service. Also integrates with your telephony using a third-party platform like Amazon, Vonage, or others, so you can manage your calls live with Omni-Supervisor, and increasing AI and monitoring that frees up your supervisors to coach, not run reports.
Front (sometimes called FrontApp)
I’ve had experience with Front back in its early days. They take unified email box handling to a new level. Really great app (and much more powerful now) for email back/forth. It’s technically a help desk, but different than you’d expect if you’ve worked with more traditional help desk software. Could be the right choice for your needs, so check them out.
Zendesk
Honorable mention. To some degree, this is the founding father of help desk support. They ran a hard game for a long time. Thankfully, they recently abandoned their idea of becoming a CRM, too. That was a lose-lose. A lot of companies use Zendesk, but they barely scratch the surface of its true power. Too often they switch, but the reality is they often could do what they need to in Zendesk if they knew how. My one beef with Zendesk is exporting out of it is a nightmare of JSON proportions and server limitations. But it’s slowly improving. They have great API documentation, so I give them a pass on the export limit issues.
L12 Solutions 