help desk software
HELP DESK SOFTWARE July 2017
¨
CONTENTS 4
Introduction
6
Defining Help Desk Software
7
The Quadrant
8
Help Desk FrontRunners Index
33
Runners Up
38
Methodology Basics
FRONTRUNNERS 9 Zendesk 10
PagerDuty
11
Web Help Desk
12
Freshdesk
13
ServiceNow
14
Zoho Desk
15
Cherwell Service Management
16
SAP CRM
17
Samanage
18
Spiceworks
19
JIRA Service Desk
20
Vtiger CRM HelpDesk
21
ConnectWise Manage
22
Remedy IT Service Management
23
Kaseya VSA
24
Issuetrak
25
SysAid
26
ServiceDesk Plus
27
Agiloft
28
PROMYS
29
InvGate Service Desk
30
Track-It!
31
Mojo Help Desk
32
Phaseware Tracker
INTRODUCTION
T
his FrontRunners analysis is a data-driven assessment identifying products in the Help
Desk software market that offer the best capability and value for small businesses. For a given market, products are evaluated and given a score for the capability (x-axis) and value (y-axis) they bring to users. FrontRunners then plots the top 25-30 products in a quadrant format. In the Help Desk FrontRunners graphic, the Capability axis starts at 3.30 and ends at 4.40, while the Value axis starts at 3.50 and ends at 4.70. To be considered for the Help Desk FrontRunners, a product needed a minimum of 10 user reviews, a minimum capability user rating score of 4.0 and a minimum value user rating score of 4.0. In most cases, we evaluate hundreds of products and feature 20-25 as FrontRunners; all products that qualify as FrontRunners are top performing products in their market.
J U LY 2 0 1 7
4
I ntroduction
Each product falls within a designated quadrant based on their axis scores. Dependent on the specific needs of the software buyer, a product placed in any quadrant category could be a good fit. QUADRANT CATEGORIES: »» Upper Right = Leaders: Leaders are all-around strong products. They offer a wide range of functionality to a wide range of customers. These products are considered highly valuable by customers. »» Upper Left = Masters: Masters may focus more heavily on certain key features or market segments than Leaders do. If you need a more specialized set of functionality without bells and whistles, then a product in the Masters quadrant might be right for you. »» Lower Right = Pacesetters: Pacesetters may offer a strong set of features, but are not rated as highly on value. For example, a Pacesetter might offer greater functionality, but cost more. »» Lower Left = Contenders: Contenders may focus on a more specialized set of capabilities that are priced at a higher point. This makes them ideal for companies willing to pay more for specific features that meet their unique needs.
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5
DEFIN I NG HE LP DE SK SOF T WARE
H
elp Desk software allows internal- or externalfacing support groups to initiate, track, resolve
and analyze problems with IT systems. The software stores information in a searchable database, tracks interactions and automates the issue resolution process. Software Advice’s FrontRunners quadrant is focused on the North American Help Desk market. We identify this set of core capabilities for the Help Desk software category: ticketing/issue tracking, as well as at least one of the following: IT asset management, network monitoring and service level agreement (SLA) management. The software must have a focus on IT and technical issues (internal or external), instead of or in addition to other customer service issues more broadly. In addition, we identify several related features that organizations purchasing Help Desk software may also need or wish to consider. These include: knowledge management, self-service, alerts/ escalation, automated routing, billing and invoicing, community forums, customer database, inbox/ queue management, known-issue management, live chat, social media integration and tools for gathering feedback.
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6
THE QUADR ANT
All products that qualify as FrontRunners are top performing products in their market.
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7
HELP DE SK F RONTRU NNE RS INDE X 9 Zendesk 10
PagerDuty
11
Web Help Desk
12
Freshdesk
13
ServiceNow
14
Zoho Desk
15
Cherwell Service Management
16
SAP CRM
17
Samanage
18
Spiceworks
19
JIRA Service Desk
20
Vtiger CRM HelpDesk
21
ConnectWise Manage
22
Remedy IT Service Management
23
Kaseya VSA
24
Issuetrak
25
SysAid
26
ServiceDesk Plus
27
Agiloft
28
PROMYS
29
InvGate Service Desk
30
Track-It!
31
Mojo Help Desk
32
Phaseware Tracker
JUNE 2017
8
ZE ND E SK
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: LEADERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
4.19
VALUE
4.37
Capability User Rating
4.19
Value User Rating
4.20
Functionality Breadth
4.35
Adoption Score
4.53
Features
3.70
Customer Base
4.80
Integrations
5.00
Reviews Volume
5.00
Confidence Score
4.05
Google Searches
3.40
Customer Base
4.80
Skills Base
4.60
Employee Base
4.00
Customer Growth
3.80
Employee Growth
3.60
JUNE 2017
9
PA G E RDUT Y
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: LEADERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
4.23
VALUE
4.18
Capability User Rating
4.86
Value User Rating
5.00
Functionality Breadth
3.45
Adoption Score
3.35
Features
2.60
Customer Base
3.60
Integrations
4.30
Reviews Volume
1.50
Confidence Score
3.75
Google Searches
4.20
Customer Base
3.60
Skills Base
3.60
Employee Base
3.30
Customer Growth
4.70
Employee Growth
3.40
JUNE 2017
10
WEB HE LP D E SK
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: LEADERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.89
VALUE
4.43
Capability User Rating
4.03
Value User Rating
4.11
Functionality Breadth
3.95
Adoption Score
4.75
Features
3.70
Customer Base
5.00
Integrations
4.20
Reviews Volume
4.00
Confidence Score
3.55
Google Searches
4.50
Customer Base
5.00
Skills Base
5.00
Employee Base
3.90
Customer Growth
2.90
Employee Growth
2.40
JUNE 2017
11
FRE SHDE SK
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: PACESETTERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
4.16
VALUE
3.99
Capability User Rating
4.15
Value User Rating
4.22
Functionality Breadth
4.20
Adoption Score
3.77
Features
3.70
Customer Base
3.70
Integrations
4.70
Reviews Volume
4.70
Confidence Score
4.13
Google Searches
3.10
Customer Base
3.70
Skills Base
3.70
Employee Base
3.70
Customer Growth
4.80
Employee Growth
4.30
JUNE 2017
12
SERVIC E NOW
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: PACESETTERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.96
VALUE
4.08
Capability User Rating
4.14
Value User Rating
4.03
Functionality Breadth
3.45
Adoption Score
4.13
Features
3.10
Customer Base
4.70
Integrations
3.80
Reviews Volume
1.10
Confidence Score
4.13
Google Searches
4.30
Customer Base
4.70
Skills Base
5.00
Employee Base
4.50
Customer Growth
3.60
Employee Growth
3.70
JUNE 2017
13
ZOHO DE SK
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: PACESETTERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
4.19
VALUE
3.85
Capability User Rating
4.39
Value User Rating
4.45
Functionality Breadth
4.15
Adoption Score
3.25
Features
5.00
Customer Base
2.70
Integrations
3.30
Reviews Volume
4.90
Confidence Score
3.85
Google Searches
4.00
Customer Base
2.70
Skills Base
2.60
Employee Base
4.30
Customer Growth
4.20
Employee Growth
4.20
JUNE 2017
14
CHERWELL SE RVIC E MA NAGE M E NT FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: MASTERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.82
VALUE
4.17
Capability User Rating
4.55
Value User Rating
4.61
Functionality Breadth
2.80
Adoption Score
3.73
Features
2.20
Customer Base
3.70
Integrations
3.40
Reviews Volume
4.40
Confidence Score
3.38
Google Searches
2.20
Customer Base
3.70
Skills Base
4.20
Employee Base
3.40
Customer Growth
3.50
Employee Growth
2.90
JUNE 2017
15
SAP C R M
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: PACESETTERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.92
VALUE
4.02
Capability User Rating
3.66
Value User Rating
3.65
Functionality Breadth
4.90
Adoption Score
4.40
Features
4.80
Customer Base
4.50
Integrations
5.00
Reviews Volume
3.00
Confidence Score
3.48
Google Searches
5.00
Customer Base
4.50
Skills Base
4.70
Employee Base
4.90
Customer Growth
1.70
Employee Growth
2.80
JUNE 2017
16
SA M ANAGE
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: PACESETTERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.92
VALUE
3.93
Capability User Rating
4.57
Value User Rating
4.60
Functionality Breadth
2.80
Adoption Score
3.25
Features
2.20
Customer Base
3.00
Integrations
3.40
Reviews Volume
4.80
Confidence Score
3.75
Google Searches
2.70
Customer Base
3.00
Skills Base
3.00
Employee Base
3.00
Customer Growth
4.50
Employee Growth
4.50
JUNE 2017
17
SPICEWORKS
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: MASTERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.32
VALUE
4.35
Capability User Rating
4.12
Value User Rating
4.26
Functionality Breadth
2.20
Adoption Score
4.43
Features
3.40
Customer Base
4.40
Integrations
1.00
Reviews Volume
4.50
Confidence Score
2.83
Google Searches
4.70
Customer Base
4.40
Skills Base
4.30
Employee Base
3.50
Customer Growth
2.40
Employee Growth
1.00
JUNE 2017
18
JIR A SERVIC E D E SK FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.76
VALUE
3.89
Capability User Rating
4.24
Value User Rating
4.14
Functionality Breadth
2.65
Adoption Score
3.65
Features
1.60
Customer Base
3.50
Integrations
3.70
Reviews Volume
3.90
Confidence Score
3.90
Google Searches
4.40
Customer Base
3.50
Skills Base
3.30
Employee Base
4.10
Customer Growth
5.00
Employee Growth
3.00
JUNE 2017
19
VTIGER C R M HE LPDE SK FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.75
VALUE
3.84
Capability User Rating
3.96
Value User Rating
4.28
Functionality Breadth
4.15
Adoption Score
3.40
Features
4.30
Customer Base
3.80
Integrations
4.00
Reviews Volume
3.00
Confidence Score
2.93
Google Searches
2.20
Customer Base
3.80
Skills Base
3.80
Employee Base
2.80
Customer Growth
2.70
Employee Growth
2.40
JUNE 2017
20
C ON NECT WISE MANAGE FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.77
VALUE
3.80
Capability User Rating
4.06
Value User Rating
4.12
Functionality Breadth
3.60
Adoption Score
3.48
Features
3.40
Customer Base
3.40
Integrations
3.80
Reviews Volume
3.70
Confidence Score
3.35
Google Searches
3.60
Customer Base
3.40
Skills Base
3.40
Employee Base
3.70
Customer Growth
3.20
Employee Growth
3.10
JUNE 2017
21
REMEDY IT SERVICE MANAGEMENT FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.57
VALUE
4.00
Capability User Rating
4.06
Value User Rating
4.26
Functionality Breadth
3.15
Adoption Score
3.73
Features
5.00
Customer Base
3.90
Integrations
1.30
Reviews Volume
3.40
Confidence Score
3.00
Google Searches
2.20
Customer Base
3.90
Skills Base
4.50
Employee Base
4.60
Customer Growth
1.60
Employee Growth
1.90
JUNE 2017
22
KA SE YA VSA
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.79
VALUE
3.66
Capability User Rating
4.15
Value User Rating
4.06
Functionality Breadth
3.15
Adoption Score
3.27
Features
2.60
Customer Base
4.60
Integrations
3.70
Reviews Volume
1.10
Confidence Score
3.73
Google Searches
1.30
Customer Base
4.60
Skills Base
4.00
Employee Base
3.60
Customer Growth
4.20
Employee Growth
2.50
JUNE 2017
23
I SSUE TR AK
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.43
VALUE
3.88
Capability User Rating
4.56
Value User Rating
4.63
Functionality Breadth
2.60
Adoption Score
3.13
Features
2.60
Customer Base
3.10
Integrations
2.60
Reviews Volume
4.30
Confidence Score
2.00
Google Searches
1.30
Customer Base
3.10
Skills Base
3.50
Employee Base
2.60
Customer Growth
1.10
Employee Growth
1.20
JUNE 2017
24
SYSAID
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.43
VALUE
3.86
Capability User Rating
4.15
Value User Rating
4.09
Functionality Breadth
2.65
Adoption Score
3.63
Features
2.20
Customer Base
4.00
Integrations
3.10
Reviews Volume
3.00
Confidence Score
2.78
Google Searches
3.40
Customer Base
4.00
Skills Base
3.70
Employee Base
2.90
Customer Growth
2.00
Employee Growth
2.20
JUNE 2017
25
S ERV ICED E SK PLUS FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.52
VALUE
3.77
Capability User Rating
3.88
Value User Rating
3.71
Functionality Breadth
2.20
Adoption Score
3.83
Features
1.20
Customer Base
4.20
Integrations
3.20
Reviews Volume
2.70
Confidence Score
4.10
Google Searches
4.10
Customer Base
4.20
Skills Base
3.90
Employee Base
4.30
Customer Growth
2.90
Employee Growth
5.00
JUNE 2017
26
A GILOF T
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.58
VALUE
3.60
Capability User Rating
4.83
Value User Rating
4.92
Functionality Breadth
1.65
Adoption Score
2.28
Features
1.10
Customer Base
2.80
Integrations
2.20
Reviews Volume
1.60
Confidence Score
3.00
Google Searches
1.30
Customer Base
2.80
Skills Base
2.60
Employee Base
2.70
Customer Growth
3.90
Employee Growth
2.60
JUNE 2017
27
PR OMYS
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.50
VALUE
3.61
Capability User Rating
4.56
Value User Rating
4.68
Functionality Breadth
1.90
Adoption Score
2.55
Features
1.60
Customer Base
2.40
Integrations
2.20
Reviews Volume
2.00
Confidence Score
3.00
Google Searches
3.90
Customer Base
2.40
Skills Base
2.30
Employee Base
2.20
Customer Growth
2.80
Employee Growth
4.60
JUNE 2017
28
I N V GATE SE RVIC E D E SK FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.59
VALUE
3.50
Capability User Rating
4.61
Value User Rating
4.66
Functionality Breadth
2.00
Adoption Score
2.35
Features
2.60
Customer Base
2.40
Integrations
1.40
Reviews Volume
1.60
Confidence Score
3.13
Google Searches
2.70
Customer Base
2.40
Skills Base
2.50
Employee Base
2.50
Customer Growth
3.70
Employee Growth
3.90
JUNE 2017
29
TR AC K-IT!
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.43
VALUE
3.54
Capability User Rating
4.11
Value User Rating
4.16
Functionality Breadth
2.40
Adoption Score
2.92
Features
2.20
Customer Base
3.30
Integrations
2.60
Reviews Volume
3.40
Confidence Score
3.10
Google Searches
1.30
Customer Base
3.30
Skills Base
3.10
Employee Base
4.60
Customer Growth
2.60
Employee Growth
1.90
JUNE 2017
30
MOJ O HE LP D E SK FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.39
VALUE
3.53
Capability User Rating
4.43
Value User Rating
4.48
Functionality Breadth
3.05
Adoption Score
2.58
Features
3.10
Customer Base
2.30
Integrations
3.00
Reviews Volume
2.40
Confidence Score
1.65
Google Searches
3.70
Customer Base
2.30
Skills Base
2.40
Employee Base
2.10
Customer Growth
1.10
Employee Growth
1.10
JUNE 2017
31
P H A SEWAR E TR AC K E R FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.30
VALUE
3.59
Capability User Rating
4.37
Value User Rating
4.29
Functionality Breadth
2.70
Adoption Score
2.90
Features
3.70
Customer Base
2.40
Integrations
1.70
Reviews Volume
4.10
Confidence Score
1.78
Google Searches
2.90
Customer Base
2.40
Skills Base
2.80
Employee Base
1.50
Customer Growth
2.00
Employee Growth
1.20
JUNE 2017
32
RUNNERS UP
P
roviders listed as Runners Up were considered
for inclusion in the quadrant, but were ultimately
not included for one or more reasons: they did not have enough reviews; they did not meet the reviews score minimum; they did not meet the ultimate Value and Capability minimum scores; or they did not meet our functionality requirements for the market. 1CRM
AssetLabs Streamline
Aavaz
AssetManage
Abhisi
Assyst System
Abusix
Avancert.com
Acknow
AzureDesk
ADAudit Plus
BeAnywhere Support Express
Advisor AggreGate Network Manager
BelManage Blesk
AJ Help Desk
Bomgar
Alloy Discovery
BOSS Support Central
Alloy Navigator Express
bpm’online
AlwaySupport
bpm’online sales
Anturis
bpm’online service
Apptivo
Brand Embassy
Ardoq
C-Desk
Argent
C2 ATOM
Asset Management IT
CA Release Automation
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33
RUNNERS UP CA Service Desk Manager
Device42
CallPro CRM
Dezide
careerpassport
DiamanteDesk
Casengo
DominateRFID
Cayzu
EBSuite
CG Service Desk
eHelpDesk
ChangeGear
Elementool Suite
Cincom Synchrony
Enable LMS
ClickDesk
Endpoint Modeling
Clohc
Enterprise Service Desk
Cloud Service Management by ServiceAide
EvantoDesk
Cloudcraft CloudView NMS CMDBuild Confluence Coredoc Correlate K-Map Coveo for Customer Service & CRM CRMnext CustomerWise Cynergy Help Desk Software Dell KACE Desk.com DeskCenter Management Suite
Everest everything HelpDesk ExtraHop Facil HelpDesk Faveo Helpdesk FirmCover FocalScope Focus Desk Freshservice FuseDesk Gemini by Countersoft Gorgias GoToAssist Groove GuideTi
DeskPRO
HEAT ITSM
Deskun
Help Desk Premier
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34
RUNNERS UP HelpdeskEddy
Kapture CRM
Helpman
Kayako
HelpMaster
KronoDesk
HelpOnClick Live Chat Software
Kwok Information Server
Helprace Helpshift HelpSpot Honcho CRM Hotline HotSpot Software HP Service Anywhere HP Service Manager iFormBuilder IFS Applications
LabTech LANDESK Service Desk Launchpad Marketing Cloud LDAPTive Lessons Learned Database Lessons Learned Server Librato Lighthouse Field Service LiveZilla Lync Adapter
iHelpdesk
Magentrix Customer and Partner Portals
Impel
ManageEngine AssetExplorer
IncidentMonitor
ManageEngine SupportCenter Plus
Infor Service Management Integria IMS IntelliEnterprise Intelligence2day Intranet DASHBOARD iSupport ITAM ITRP iuvoDesk Help Desk JIRA Software Jitbit Helpdesk
J U LY 2 0 1 7
Microsoft Dynamics 365 Microsoft Dynamics CRM MindArray Minder Mingdao.com Mothernode CRM MSM MSP RMM N-central NABD Nagios Network Analyzer nanoRep
35
RUNNERS UP NetHelpDesk
Remedy 9
NetSuite CRM+
Remedy Knowledge Management
NetSupport DNA NetZoom Novo Asset Management Novo Help Desk Software Omni-Channel Customer Engagement OMNITRACKER Opsview Enterprise Oracle CX Oracle E-Business Suite Oracle PeopleSoft Enterprise HelpDesk
Remedyforce Requestor RG System RoCKNet SABIO Salesforce.com Service Cloud SAP CRM SAP Hybris SapphireIMS SAVO Smarter Engagement
osTicket
Service Desk
OTRS Help Desk
Service Transaction Portal
Oxygen Service Desk
ServiceDesk Plus
PageProofer
ServiceLedger
Pandora FMS
ServiceNow Express
Parature
ServiceTonic
Primavera EAM
Site24x7
ProProfs Training Maker
Skillmeter
Pulseway
SMART SERVICE DESK ITSM
Qiqqa
SoftVu
Qontext
SpiceCSM
Quosera
SprinxCRM
RAM Asset Tracking
Statseeker
Raygun
Sugester
Re:Desk
SupaTools
J U LY 2 0 1 7
36
RUNNERS UP SupportBee
update.CRM
Supportbench
Uptrends
SupportPoint
UVdesk
SureHelp
versaSRS HelpDesk
Swiftype
Vision Helpdesk
Symphony SUMMIT
VisionFlow
syslink Xandria
Vitalblocks CRM
TeamHeadquarters
Vivantio Pro
TechSuite
Vtiger CRM Helpdesk
Tele-Support HelpDesk
Web Suite Pro
Ticksy
Web+Center
Tivoli Service Request Manager
WiseTrack
Total Network Inventory Trakdesk TRAXX
WSS Knowledge Zenoss Service Dynamics Zoho Assist
unitworx
J U LY 2 0 1 7
37
ME THODOLOGY BASICS
T
he FrontRunners methodology assesses and calculates a score for products on two primary
dimensions: Capability on the x-axis and Value on the y-axis. THE CAPABILITY SCORE IS AN OVERALL WEIGHTED AVERAGE OF SCORES INCLUDING: »» End-user ratings of one to five stars on the product’s functionality. »» End-user ratings of one to five stars on the product’s ease of use. »» End-user ratings of one to five stars on the product’s customer support. »» A score, relative to other products in the market, for the product’s inclusion of key functionality for the software category. »» A score, relative to other products in the market, representing the number of other products that integrate with it.
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38
M ethodology B asics
THE VALUE SCORE IS AN OVERALL WEIGHTED AVERAGE OF SCORES INCLUDING: »» End-user ratings of one to five stars on overall satisfaction with the product. »» End-user ratings of one to five stars on how valuable users consider the product to be relative to its price. »» End-user ratings of one to five stars on how likely they are to recommend the product to others. »» A score, relative to other products in the market, for the size of the product’s customer base. »» A score, relative to other products in the market, for the number of professionals in the market who have experience with the product (e.g., users, developers, administrators). »» A score, relative to other products in the market, representing the total number of user reviews across the three Gartner web properties. »» A score, relative to other products in the market, representing the average number of times per month internet users search for the product on Google.
J U LY 2 0 1 7
39
M ethodology B asics
Markets are defined by a core set of functionality, and products considered for, and included in, FrontRunners must offer that core set of functionality. Additional related functionality can contribute to the capability score for a product. To qualify for consideration in a FrontRunners quadrant, a product must have a minimum number of unique, user-submitted product reviews across the three Gartner Digital Markets web properties: softwareadvice. com, capterra.com and getapp.com. The minimum number of reviews required per product may differ by category, but will generally be between 10 and 20 unique reviews.
J U LY 2 0 1 7
40
¨
¨
CONTENTS 4
Introduction
6
Defining Help Desk Software
7
The Quadrant
8
Help Desk FrontRunners Index
33
Runners Up
38
Methodology Basics
FRONTRUNNERS 9 Zendesk 10
PagerDuty
11
Web Help Desk
12
Freshdesk
13
ServiceNow
14
Zoho Desk
15
Cherwell Service Management
16
SAP CRM
17
Samanage
18
Spiceworks
19
JIRA Service Desk
20
Vtiger CRM HelpDesk
21
ConnectWise Manage
22
Remedy IT Service Management
23
Kaseya VSA
24
Issuetrak
25
SysAid
26
ServiceDesk Plus
27
Agiloft
28
PROMYS
29
InvGate Service Desk
30
Track-It!
31
Mojo Help Desk
32
Phaseware Tracker
INTRODUCTION
T
his FrontRunners analysis is a data-driven assessment identifying products in the Help
Desk software market that offer the best capability and value for small businesses. For a given market, products are evaluated and given a score for the capability (x-axis) and value (y-axis) they bring to users. FrontRunners then plots the top 25-30 products in a quadrant format. In the Help Desk FrontRunners graphic, the Capability axis starts at 3.30 and ends at 4.40, while the Value axis starts at 3.50 and ends at 4.70. To be considered for the Help Desk FrontRunners, a product needed a minimum of 10 user reviews, a minimum capability user rating score of 4.0 and a minimum value user rating score of 4.0. In most cases, we evaluate hundreds of products and feature 20-25 as FrontRunners; all products that qualify as FrontRunners are top performing products in their market.
J U LY 2 0 1 7
4
I ntroduction
Each product falls within a designated quadrant based on their axis scores. Dependent on the specific needs of the software buyer, a product placed in any quadrant category could be a good fit. QUADRANT CATEGORIES: »» Upper Right = Leaders: Leaders are all-around strong products. They offer a wide range of functionality to a wide range of customers. These products are considered highly valuable by customers. »» Upper Left = Masters: Masters may focus more heavily on certain key features or market segments than Leaders do. If you need a more specialized set of functionality without bells and whistles, then a product in the Masters quadrant might be right for you. »» Lower Right = Pacesetters: Pacesetters may offer a strong set of features, but are not rated as highly on value. For example, a Pacesetter might offer greater functionality, but cost more. »» Lower Left = Contenders: Contenders may focus on a more specialized set of capabilities that are priced at a higher point. This makes them ideal for companies willing to pay more for specific features that meet their unique needs.
J U LY 2 0 1 7
5
DEFIN I NG HE LP DE SK SOF T WARE
H
elp Desk software allows internal- or externalfacing support groups to initiate, track, resolve
and analyze problems with IT systems. The software stores information in a searchable database, tracks interactions and automates the issue resolution process. Software Advice’s FrontRunners quadrant is focused on the North American Help Desk market. We identify this set of core capabilities for the Help Desk software category: ticketing/issue tracking, as well as at least one of the following: IT asset management, network monitoring and service level agreement (SLA) management. The software must have a focus on IT and technical issues (internal or external), instead of or in addition to other customer service issues more broadly. In addition, we identify several related features that organizations purchasing Help Desk software may also need or wish to consider. These include: knowledge management, self-service, alerts/ escalation, automated routing, billing and invoicing, community forums, customer database, inbox/ queue management, known-issue management, live chat, social media integration and tools for gathering feedback.
J U LY 2 0 1 7
6
THE QUADR ANT
All products that qualify as FrontRunners are top performing products in their market.
J U LY 2 0 1 7
7
HELP DE SK F RONTRU NNE RS INDE X 9 Zendesk 10
PagerDuty
11
Web Help Desk
12
Freshdesk
13
ServiceNow
14
Zoho Desk
15
Cherwell Service Management
16
SAP CRM
17
Samanage
18
Spiceworks
19
JIRA Service Desk
20
Vtiger CRM HelpDesk
21
ConnectWise Manage
22
Remedy IT Service Management
23
Kaseya VSA
24
Issuetrak
25
SysAid
26
ServiceDesk Plus
27
Agiloft
28
PROMYS
29
InvGate Service Desk
30
Track-It!
31
Mojo Help Desk
32
Phaseware Tracker
JUNE 2017
8
ZE ND E SK
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: LEADERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
4.19
VALUE
4.37
Capability User Rating
4.19
Value User Rating
4.20
Functionality Breadth
4.35
Adoption Score
4.53
Features
3.70
Customer Base
4.80
Integrations
5.00
Reviews Volume
5.00
Confidence Score
4.05
Google Searches
3.40
Customer Base
4.80
Skills Base
4.60
Employee Base
4.00
Customer Growth
3.80
Employee Growth
3.60
JUNE 2017
9
PA G E RDUT Y
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: LEADERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
4.23
VALUE
4.18
Capability User Rating
4.86
Value User Rating
5.00
Functionality Breadth
3.45
Adoption Score
3.35
Features
2.60
Customer Base
3.60
Integrations
4.30
Reviews Volume
1.50
Confidence Score
3.75
Google Searches
4.20
Customer Base
3.60
Skills Base
3.60
Employee Base
3.30
Customer Growth
4.70
Employee Growth
3.40
JUNE 2017
10
WEB HE LP D E SK
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: LEADERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.89
VALUE
4.43
Capability User Rating
4.03
Value User Rating
4.11
Functionality Breadth
3.95
Adoption Score
4.75
Features
3.70
Customer Base
5.00
Integrations
4.20
Reviews Volume
4.00
Confidence Score
3.55
Google Searches
4.50
Customer Base
5.00
Skills Base
5.00
Employee Base
3.90
Customer Growth
2.90
Employee Growth
2.40
JUNE 2017
11
FRE SHDE SK
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: PACESETTERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
4.16
VALUE
3.99
Capability User Rating
4.15
Value User Rating
4.22
Functionality Breadth
4.20
Adoption Score
3.77
Features
3.70
Customer Base
3.70
Integrations
4.70
Reviews Volume
4.70
Confidence Score
4.13
Google Searches
3.10
Customer Base
3.70
Skills Base
3.70
Employee Base
3.70
Customer Growth
4.80
Employee Growth
4.30
JUNE 2017
12
SERVIC E NOW
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: PACESETTERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.96
VALUE
4.08
Capability User Rating
4.14
Value User Rating
4.03
Functionality Breadth
3.45
Adoption Score
4.13
Features
3.10
Customer Base
4.70
Integrations
3.80
Reviews Volume
1.10
Confidence Score
4.13
Google Searches
4.30
Customer Base
4.70
Skills Base
5.00
Employee Base
4.50
Customer Growth
3.60
Employee Growth
3.70
JUNE 2017
13
ZOHO DE SK
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: PACESETTERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
4.19
VALUE
3.85
Capability User Rating
4.39
Value User Rating
4.45
Functionality Breadth
4.15
Adoption Score
3.25
Features
5.00
Customer Base
2.70
Integrations
3.30
Reviews Volume
4.90
Confidence Score
3.85
Google Searches
4.00
Customer Base
2.70
Skills Base
2.60
Employee Base
4.30
Customer Growth
4.20
Employee Growth
4.20
JUNE 2017
14
CHERWELL SE RVIC E MA NAGE M E NT FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: MASTERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.82
VALUE
4.17
Capability User Rating
4.55
Value User Rating
4.61
Functionality Breadth
2.80
Adoption Score
3.73
Features
2.20
Customer Base
3.70
Integrations
3.40
Reviews Volume
4.40
Confidence Score
3.38
Google Searches
2.20
Customer Base
3.70
Skills Base
4.20
Employee Base
3.40
Customer Growth
3.50
Employee Growth
2.90
JUNE 2017
15
SAP C R M
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: PACESETTERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.92
VALUE
4.02
Capability User Rating
3.66
Value User Rating
3.65
Functionality Breadth
4.90
Adoption Score
4.40
Features
4.80
Customer Base
4.50
Integrations
5.00
Reviews Volume
3.00
Confidence Score
3.48
Google Searches
5.00
Customer Base
4.50
Skills Base
4.70
Employee Base
4.90
Customer Growth
1.70
Employee Growth
2.80
JUNE 2017
16
SA M ANAGE
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: PACESETTERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.92
VALUE
3.93
Capability User Rating
4.57
Value User Rating
4.60
Functionality Breadth
2.80
Adoption Score
3.25
Features
2.20
Customer Base
3.00
Integrations
3.40
Reviews Volume
4.80
Confidence Score
3.75
Google Searches
2.70
Customer Base
3.00
Skills Base
3.00
Employee Base
3.00
Customer Growth
4.50
Employee Growth
4.50
JUNE 2017
17
SPICEWORKS
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: MASTERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.32
VALUE
4.35
Capability User Rating
4.12
Value User Rating
4.26
Functionality Breadth
2.20
Adoption Score
4.43
Features
3.40
Customer Base
4.40
Integrations
1.00
Reviews Volume
4.50
Confidence Score
2.83
Google Searches
4.70
Customer Base
4.40
Skills Base
4.30
Employee Base
3.50
Customer Growth
2.40
Employee Growth
1.00
JUNE 2017
18
JIR A SERVIC E D E SK FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.76
VALUE
3.89
Capability User Rating
4.24
Value User Rating
4.14
Functionality Breadth
2.65
Adoption Score
3.65
Features
1.60
Customer Base
3.50
Integrations
3.70
Reviews Volume
3.90
Confidence Score
3.90
Google Searches
4.40
Customer Base
3.50
Skills Base
3.30
Employee Base
4.10
Customer Growth
5.00
Employee Growth
3.00
JUNE 2017
19
VTIGER C R M HE LPDE SK FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.75
VALUE
3.84
Capability User Rating
3.96
Value User Rating
4.28
Functionality Breadth
4.15
Adoption Score
3.40
Features
4.30
Customer Base
3.80
Integrations
4.00
Reviews Volume
3.00
Confidence Score
2.93
Google Searches
2.20
Customer Base
3.80
Skills Base
3.80
Employee Base
2.80
Customer Growth
2.70
Employee Growth
2.40
JUNE 2017
20
C ON NECT WISE MANAGE FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.77
VALUE
3.80
Capability User Rating
4.06
Value User Rating
4.12
Functionality Breadth
3.60
Adoption Score
3.48
Features
3.40
Customer Base
3.40
Integrations
3.80
Reviews Volume
3.70
Confidence Score
3.35
Google Searches
3.60
Customer Base
3.40
Skills Base
3.40
Employee Base
3.70
Customer Growth
3.20
Employee Growth
3.10
JUNE 2017
21
REMEDY IT SERVICE MANAGEMENT FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.57
VALUE
4.00
Capability User Rating
4.06
Value User Rating
4.26
Functionality Breadth
3.15
Adoption Score
3.73
Features
5.00
Customer Base
3.90
Integrations
1.30
Reviews Volume
3.40
Confidence Score
3.00
Google Searches
2.20
Customer Base
3.90
Skills Base
4.50
Employee Base
4.60
Customer Growth
1.60
Employee Growth
1.90
JUNE 2017
22
KA SE YA VSA
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.79
VALUE
3.66
Capability User Rating
4.15
Value User Rating
4.06
Functionality Breadth
3.15
Adoption Score
3.27
Features
2.60
Customer Base
4.60
Integrations
3.70
Reviews Volume
1.10
Confidence Score
3.73
Google Searches
1.30
Customer Base
4.60
Skills Base
4.00
Employee Base
3.60
Customer Growth
4.20
Employee Growth
2.50
JUNE 2017
23
I SSUE TR AK
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.43
VALUE
3.88
Capability User Rating
4.56
Value User Rating
4.63
Functionality Breadth
2.60
Adoption Score
3.13
Features
2.60
Customer Base
3.10
Integrations
2.60
Reviews Volume
4.30
Confidence Score
2.00
Google Searches
1.30
Customer Base
3.10
Skills Base
3.50
Employee Base
2.60
Customer Growth
1.10
Employee Growth
1.20
JUNE 2017
24
SYSAID
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.43
VALUE
3.86
Capability User Rating
4.15
Value User Rating
4.09
Functionality Breadth
2.65
Adoption Score
3.63
Features
2.20
Customer Base
4.00
Integrations
3.10
Reviews Volume
3.00
Confidence Score
2.78
Google Searches
3.40
Customer Base
4.00
Skills Base
3.70
Employee Base
2.90
Customer Growth
2.00
Employee Growth
2.20
JUNE 2017
25
S ERV ICED E SK PLUS FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.52
VALUE
3.77
Capability User Rating
3.88
Value User Rating
3.71
Functionality Breadth
2.20
Adoption Score
3.83
Features
1.20
Customer Base
4.20
Integrations
3.20
Reviews Volume
2.70
Confidence Score
4.10
Google Searches
4.10
Customer Base
4.20
Skills Base
3.90
Employee Base
4.30
Customer Growth
2.90
Employee Growth
5.00
JUNE 2017
26
A GILOF T
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.58
VALUE
3.60
Capability User Rating
4.83
Value User Rating
4.92
Functionality Breadth
1.65
Adoption Score
2.28
Features
1.10
Customer Base
2.80
Integrations
2.20
Reviews Volume
1.60
Confidence Score
3.00
Google Searches
1.30
Customer Base
2.80
Skills Base
2.60
Employee Base
2.70
Customer Growth
3.90
Employee Growth
2.60
JUNE 2017
27
PR OMYS
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.50
VALUE
3.61
Capability User Rating
4.56
Value User Rating
4.68
Functionality Breadth
1.90
Adoption Score
2.55
Features
1.60
Customer Base
2.40
Integrations
2.20
Reviews Volume
2.00
Confidence Score
3.00
Google Searches
3.90
Customer Base
2.40
Skills Base
2.30
Employee Base
2.20
Customer Growth
2.80
Employee Growth
4.60
JUNE 2017
28
I N V GATE SE RVIC E D E SK FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.59
VALUE
3.50
Capability User Rating
4.61
Value User Rating
4.66
Functionality Breadth
2.00
Adoption Score
2.35
Features
2.60
Customer Base
2.40
Integrations
1.40
Reviews Volume
1.60
Confidence Score
3.13
Google Searches
2.70
Customer Base
2.40
Skills Base
2.50
Employee Base
2.50
Customer Growth
3.70
Employee Growth
3.90
JUNE 2017
29
TR AC K-IT!
FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.43
VALUE
3.54
Capability User Rating
4.11
Value User Rating
4.16
Functionality Breadth
2.40
Adoption Score
2.92
Features
2.20
Customer Base
3.30
Integrations
2.60
Reviews Volume
3.40
Confidence Score
3.10
Google Searches
1.30
Customer Base
3.30
Skills Base
3.10
Employee Base
4.60
Customer Growth
2.60
Employee Growth
1.90
JUNE 2017
30
MOJ O HE LP D E SK FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.39
VALUE
3.53
Capability User Rating
4.43
Value User Rating
4.48
Functionality Breadth
3.05
Adoption Score
2.58
Features
3.10
Customer Base
2.30
Integrations
3.00
Reviews Volume
2.40
Confidence Score
1.65
Google Searches
3.70
Customer Base
2.30
Skills Base
2.40
Employee Base
2.10
Customer Growth
1.10
Employee Growth
1.10
JUNE 2017
31
P H A SEWAR E TR AC K E R FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS The scores below are based on numeric value between 1 and 5.
CAPABILITY
3.30
VALUE
3.59
Capability User Rating
4.37
Value User Rating
4.29
Functionality Breadth
2.70
Adoption Score
2.90
Features
3.70
Customer Base
2.40
Integrations
1.70
Reviews Volume
4.10
Confidence Score
1.78
Google Searches
2.90
Customer Base
2.40
Skills Base
2.80
Employee Base
1.50
Customer Growth
2.00
Employee Growth
1.20
JUNE 2017
32
RUNNERS UP
P
roviders listed as Runners Up were considered
for inclusion in the quadrant, but were ultimately
not included for one or more reasons: they did not have enough reviews; they did not meet the reviews score minimum; they did not meet the ultimate Value and Capability minimum scores; or they did not meet our functionality requirements for the market. 1CRM
AssetLabs Streamline
Aavaz
AssetManage
Abhisi
Assyst System
Abusix
Avancert.com
Acknow
AzureDesk
ADAudit Plus
BeAnywhere Support Express
Advisor AggreGate Network Manager
BelManage Blesk
AJ Help Desk
Bomgar
Alloy Discovery
BOSS Support Central
Alloy Navigator Express
bpm’online
AlwaySupport
bpm’online sales
Anturis
bpm’online service
Apptivo
Brand Embassy
Ardoq
C-Desk
Argent
C2 ATOM
Asset Management IT
CA Release Automation
J U LY 2 0 1 7
33
RUNNERS UP CA Service Desk Manager
Device42
CallPro CRM
Dezide
careerpassport
DiamanteDesk
Casengo
DominateRFID
Cayzu
EBSuite
CG Service Desk
eHelpDesk
ChangeGear
Elementool Suite
Cincom Synchrony
Enable LMS
ClickDesk
Endpoint Modeling
Clohc
Enterprise Service Desk
Cloud Service Management by ServiceAide
EvantoDesk
Cloudcraft CloudView NMS CMDBuild Confluence Coredoc Correlate K-Map Coveo for Customer Service & CRM CRMnext CustomerWise Cynergy Help Desk Software Dell KACE Desk.com DeskCenter Management Suite
Everest everything HelpDesk ExtraHop Facil HelpDesk Faveo Helpdesk FirmCover FocalScope Focus Desk Freshservice FuseDesk Gemini by Countersoft Gorgias GoToAssist Groove GuideTi
DeskPRO
HEAT ITSM
Deskun
Help Desk Premier
J U LY 2 0 1 7
34
RUNNERS UP HelpdeskEddy
Kapture CRM
Helpman
Kayako
HelpMaster
KronoDesk
HelpOnClick Live Chat Software
Kwok Information Server
Helprace Helpshift HelpSpot Honcho CRM Hotline HotSpot Software HP Service Anywhere HP Service Manager iFormBuilder IFS Applications
LabTech LANDESK Service Desk Launchpad Marketing Cloud LDAPTive Lessons Learned Database Lessons Learned Server Librato Lighthouse Field Service LiveZilla Lync Adapter
iHelpdesk
Magentrix Customer and Partner Portals
Impel
ManageEngine AssetExplorer
IncidentMonitor
ManageEngine SupportCenter Plus
Infor Service Management Integria IMS IntelliEnterprise Intelligence2day Intranet DASHBOARD iSupport ITAM ITRP iuvoDesk Help Desk JIRA Software Jitbit Helpdesk
J U LY 2 0 1 7
Microsoft Dynamics 365 Microsoft Dynamics CRM MindArray Minder Mingdao.com Mothernode CRM MSM MSP RMM N-central NABD Nagios Network Analyzer nanoRep
35
RUNNERS UP NetHelpDesk
Remedy 9
NetSuite CRM+
Remedy Knowledge Management
NetSupport DNA NetZoom Novo Asset Management Novo Help Desk Software Omni-Channel Customer Engagement OMNITRACKER Opsview Enterprise Oracle CX Oracle E-Business Suite Oracle PeopleSoft Enterprise HelpDesk
Remedyforce Requestor RG System RoCKNet SABIO Salesforce.com Service Cloud SAP CRM SAP Hybris SapphireIMS SAVO Smarter Engagement
osTicket
Service Desk
OTRS Help Desk
Service Transaction Portal
Oxygen Service Desk
ServiceDesk Plus
PageProofer
ServiceLedger
Pandora FMS
ServiceNow Express
Parature
ServiceTonic
Primavera EAM
Site24x7
ProProfs Training Maker
Skillmeter
Pulseway
SMART SERVICE DESK ITSM
Qiqqa
SoftVu
Qontext
SpiceCSM
Quosera
SprinxCRM
RAM Asset Tracking
Statseeker
Raygun
Sugester
Re:Desk
SupaTools
J U LY 2 0 1 7
36
RUNNERS UP SupportBee
update.CRM
Supportbench
Uptrends
SupportPoint
UVdesk
SureHelp
versaSRS HelpDesk
Swiftype
Vision Helpdesk
Symphony SUMMIT
VisionFlow
syslink Xandria
Vitalblocks CRM
TeamHeadquarters
Vivantio Pro
TechSuite
Vtiger CRM Helpdesk
Tele-Support HelpDesk
Web Suite Pro
Ticksy
Web+Center
Tivoli Service Request Manager
WiseTrack
Total Network Inventory Trakdesk TRAXX
WSS Knowledge Zenoss Service Dynamics Zoho Assist
unitworx
J U LY 2 0 1 7
37
ME THODOLOGY BASICS
T
he FrontRunners methodology assesses and calculates a score for products on two primary
dimensions: Capability on the x-axis and Value on the y-axis. THE CAPABILITY SCORE IS AN OVERALL WEIGHTED AVERAGE OF SCORES INCLUDING: »» End-user ratings of one to five stars on the product’s functionality. »» End-user ratings of one to five stars on the product’s ease of use. »» End-user ratings of one to five stars on the product’s customer support. »» A score, relative to other products in the market, for the product’s inclusion of key functionality for the software category. »» A score, relative to other products in the market, representing the number of other products that integrate with it.
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THE VALUE SCORE IS AN OVERALL WEIGHTED AVERAGE OF SCORES INCLUDING: »» End-user ratings of one to five stars on overall satisfaction with the product. »» End-user ratings of one to five stars on how valuable users consider the product to be relative to its price. »» End-user ratings of one to five stars on how likely they are to recommend the product to others. »» A score, relative to other products in the market, for the size of the product’s customer base. »» A score, relative to other products in the market, for the number of professionals in the market who have experience with the product (e.g., users, developers, administrators). »» A score, relative to other products in the market, representing the total number of user reviews across the three Gartner web properties. »» A score, relative to other products in the market, representing the average number of times per month internet users search for the product on Google.
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Markets are defined by a core set of functionality, and products considered for, and included in, FrontRunners must offer that core set of functionality. Additional related functionality can contribute to the capability score for a product. To qualify for consideration in a FrontRunners quadrant, a product must have a minimum number of unique, user-submitted product reviews across the three Gartner Digital Markets web properties: softwareadvice. com, capterra.com and getapp.com. The minimum number of reviews required per product may differ by category, but will generally be between 10 and 20 unique reviews.
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