28 Best Customer Service Tracking Software In 2025
10 The Best Customer Service Tracking Software List
Here's my pick of the 10 best software from the 28 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
As a customer experience manager, you're juggling multiple tasks and striving to keep your customers happy. It's tough when response times lag or when you can't track interactions effectively. That's where customer service tracking software comes in.
In my experience, these tools transform how you manage customer interactions, making it easier to stay organized and responsive. I've independently tested and reviewed various software to give you an unbiased perspective.
In this article, I'll share my top picks of customer service tracking software that can help your team tackle challenges head-on. You'll find insights into features, usability, and how each tool can benefit your unique needs. Let's dive in and explore the options that can make a real difference for you and your team.
Why Trust Our Software Reviews
We’ve been testing and reviewing customer experience software since 2020. As customer experience managers ourselves, we know how critical and difficult it is to make the right decision when selecting software. We invest in deep research to help our audience make better software purchasing decisions.
We’ve tested more than 2,000 tools for different customer experience use cases and written over 1,000 comprehensive software reviews. Learn how we stay transparent & check out our software review methodology.
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CRM Creatio
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.7 -
monday Service
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.6 -
Issuetrak
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.1
Overviews Of The 10 Best Customer Service Tracking Software
Here’s a brief description of each of the best customer service tracking software on my list showing what each one does best. I’ve also added screenshots to showcase some of the functionality.
monday Service is a help desk solution designed to enhance customer service operations. With monday Service, teams can automate workflows, manage tickets, and track customer interactions in one centralized platform. The tool is part of the monday.com Work OS ecosystem, which means it integrates with other monday.com applications, making it easier for businesses to manage other business functions from a single workspace.
Why I Picked monday Service: One of the key reasons monday Service stands out is its powerful ticket management system. The platform makes it easy to create, assign, and track support tickets, ensuring that no request falls through the cracks. With automation features, businesses can handle repetitive tasks and various customer service workflows, such as assigning tickets to the right team member based on pre-set criteria or sending follow-up reminders for unresolved issues.
Standout features & integrations:
Features include store and track customer information alongside their service history, creating a comprehensive view of each customer’s journey. This data can be leveraged to deliver personalized support, track patterns in customer inquiries, and identify areas for improvement.
Integrations include Slack, Microsoft Teams, Zendesk, Jira, Salesforce, Google Workspace, GitHub, Zoom, Outlook, HubSpot, Trello, Dropbox, and OneDrive.
Pros and cons
Pros:
- Mobile app accessibility
- Automation for repetitive tasks
- Suitable for non-technical users
Cons:
- Requires training for full use
- Limited offline functionality
Zoho Desk is a customer service help desk software designed for businesses of all sizes, including startups and enterprises. It focuses on enhancing customer support through omnichannel capabilities and process automation.
Why I picked Zoho Desk: It offers multi-channel support, allowing your team to handle customer inquiries from email, social media, and chat in one place. This feature ensures you never miss a customer interaction. Zoho Desk also provides process automation to streamline repetitive tasks, saving your team time. The extensive customization options let you tailor the platform to fit your business needs.
Standout features & integrations:
Features include a self-service portal that empowers customers to find answers on their own, a knowledge base to store and manage support articles, and advanced analytics to track and improve team performance.
Integrations include Salesforce, Slack, Google Workspace, Microsoft 365, Shopify, Mailchimp, Trello, Jira, Dropbox, and Zoom.
Pros and cons
Pros:
- Omnichannel communication
- Strong data privacy measures
- Customizable dashboards
Cons:
- Requires training for full use
- Limited mobile app features
Best for a 360-degree view of customer information
Salesforce Service Cloud is a customer service platform tailored for large enterprises seeking to enhance their customer support operations. It provides tools for case management, customer engagement, and support automation.
Why I picked Salesforce Service Cloud: It's built to handle the complex needs of large enterprises, offering extensive customization and scalability. Your team can manage cases efficiently with advanced automation features. The platform supports a wide range of customer interactions, ensuring you can meet diverse customer needs. Its analytics tools provide deep insights into performance and customer satisfaction.
Standout features & integrations:
Features include a knowledge base that helps your team share information, AI-driven insights to improve decision-making, and a mobile app that keeps your team connected on the go.
Integrations include Slack, Microsoft Teams, Google Workspace, Dropbox, Mailchimp, QuickBooks, DocuSign, LinkedIn, Zoom, and HubSpot.
Pros and cons
Pros:
- Strong community support
- Extensive reporting capabilities
- AI-driven insights
Cons:
- May require technical expertise
- Steep learning curve
Best for omnichannel case solutions for eCommerce and retail companies
Freshdesk is a customer support software tailored for small to medium businesses, providing tools for ticketing, automation, and customer communication. It helps teams manage customer inquiries efficiently and improve service delivery.
Why I picked Freshdesk: It's designed with small to medium businesses in mind, offering an intuitive interface and easy setup. Your team can automate repetitive tasks to focus more on customer interactions. The software supports multiple channels, ensuring you can communicate with customers wherever they are. Freshdesk also provides customizable workflows to fit your business processes.
Standout features & integrations:
Features include a self-service portal for customers to find answers independently, a collaborative inbox to streamline team communication, and detailed reporting to track performance and customer satisfaction.
Integrations include Slack, Shopify, Google Workspace, Microsoft Teams, Jira, Trello, QuickBooks, Dropbox, Mailchimp, and HubSpot.
Pros and cons
Pros:
- Multi-channel support
- Automated ticket routing
- Customizable ticket views
Cons:
- Basic mobile app features
- Limited advanced reporting
Front is a collaborative email platform designed for teams to manage communications efficiently. It's popular among businesses looking to improve team collaboration and customer interaction management.
Why I picked Front: It excels in team collaboration, allowing your team to work together on emails and messages in real time. Shared inboxes help reduce response times by letting multiple team members manage conversations. You can assign messages to specific team members, ensuring accountability and clarity. Front also offers internal comments, enabling your team to discuss customer queries without leaving the platform.
Standout features & integrations:
Features include customizable workflows that adapt to your team’s processes, analytics to track team performance and response times, and a mobile app to keep your team connected on the go.
Integrations include Salesforce, Slack, Asana, Trello, HubSpot, Dropbox, Google Workspace, Microsoft Teams, QuickBooks, and Zoom.
Pros and cons
Pros:
- Real-time collaboration with internal commenting
- Customizable workflows
- Assign messages easily
Cons:
- Learning curve for new users
- Complex for small teams
Hiver
Best for support teams needing an integrated help desk for Gmail
Hiver is a customer service tool built directly into Gmail, making it ideal for teams that rely heavily on email communication. It enables businesses to manage shared inboxes, assign tasks, and track customer interactions seamlessly within Gmail.
Why I picked Hiver: It integrates directly with Gmail, allowing your team to manage customer support without leaving their email inbox. Shared inboxes let you assign tasks and track their progress efficiently. Hiver also offers email templates for quick responses, saving your team time. The collision detection feature prevents multiple agents from responding to the same email, ensuring clear communication.
Standout features & integrations:
Features include email notes that let your team discuss customer queries internally, automation rules to streamline repetitive tasks, and analytics to monitor team performance and email response times.
Integrations include Slack, Salesforce, Zapier, Asana, Trello, HubSpot, Zendesk, QuickBooks, Dropbox, and Google Workspace.
Pros and cons
Pros:
- Easy task assignment
- Collision detection feature
- Direct Gmail integration with email templates
Cons:
- Requires Gmail for full use
- Limited customization options
Tenfold
Best for medium-large sized sales, tech, and financial companies
Tenfold is a customer experience platform designed for call centers, offering real-time data and analytics to enhance customer interactions. It caters to businesses aiming to improve call efficiency and customer service quality.
Why I picked Tenfold: It focuses on call center management, providing features that integrate with existing phone systems. Your team can access real-time customer data during calls, allowing for personalized service. Tenfold offers call logging and analytics tools, helping you gain insights into team performance. The platform's seamless integration with CRM systems ensures that customer information is always up-to-date.
Standout features & integrations:
Features include automatic call logging, which reduces manual entry and saves time. Real-time analytics provide insights into call metrics and team performance. The click-to-dial feature simplifies outbound calls, increasing efficiency.
Integrations include Salesforce, Microsoft Dynamics, HubSpot, Zendesk, ServiceNow, SugarCRM, Oracle, Cisco, Avaya, and Genesys.
Pros and cons
Pros:
- Click-to-dial functionality
- Automatic call logging
- Detailed call analytics
Cons:
- Complex initial setup
- High dependency on CRM
EngageBay is a customer service software platform tailored for startups, providing tools to manage customer interactions and support. It focuses on helping small teams streamline their customer service processes efficiently.
Why I picked EngageBay: It's designed with startups in mind, offering an affordable solution with essential features. Your team can manage customer support tickets effectively with its intuitive interface. EngageBay provides automation capabilities that help reduce manual tasks, freeing up your team's time. The platform also includes a unified dashboard, giving you a clear overview of customer interactions.
Standout features & integrations:
Features include a helpdesk system that organizes customer inquiries, live chat to engage with customers in real time, and a knowledge base for storing and sharing support information.
Integrations include Zapier, Mailchimp, Xero, QuickBooks, Shopify, HubSpot, Stripe, Twilio, SendGrid, and Mandrill.
Pros and cons
Pros:
- Affordable for small teams
- Automation reduces manual tasks
- Real-time customer engagement
Cons:
- Requires initial setup effort
- Basic reporting capabilities
ProProfs Help Desk is a customer support software designed for teams looking for straightforward ticket management and customer interaction handling. It is ideal for businesses that need a simple and intuitive platform for managing customer service.
Why I picked ProProfs Help Desk: It offers an easy-to-use interface that allows your team to manage support tickets without a steep learning curve. The tool provides automation for ticket sorting and prioritization, which helps streamline your team's workflow. ProProfs Help Desk includes a shared inbox feature, making collaboration among team members more efficient. The platform also provides real-time updates, ensuring you stay informed on the status of customer inquiries.
Standout features & integrations:
Features include a knowledge base that helps your team store and access important information quickly. Canned responses allow for faster replies to common queries. The reporting feature provides insights into team performance and customer satisfaction.
Integrations include Slack, Salesforce, Mailchimp, Google Workspace, Microsoft Teams, Trello, Shopify, HubSpot, Dropbox, and QuickBooks.
Pros and cons
Pros:
- Efficient ticket automation
- Shared inbox for collaboration
- Intuitive user interface
Cons:
- Requires manual data entry
- Limited advanced customization
Zendesk
Best for team collaboration and multi-channel ticket management
Zendesk is a customer service software solution designed for businesses of all sizes, offering tools for ticketing, customer engagement, and support management. It helps teams efficiently handle customer inquiries and improve service quality.
Why I picked Zendesk: It offers extensive customization options, allowing you to tailor the platform to your specific needs. Your team can create custom workflows to match your business processes. Zendesk also provides flexible ticket management, helping you organize and prioritize customer inquiries effectively. The software's reporting tools give you insights into team performance and customer satisfaction.
Standout features & integrations:
Features include a self-service portal that empowers customers to find answers on their own, a community forum to engage with users, and advanced analytics to track and improve support operations.
Integrations include Salesforce, Slack, Shopify, Google Workspace, Microsoft Teams, Jira, HubSpot, Mailchimp, Trello, and QuickBooks.
Pros and cons
Pros:
- Self-service portal options
- Flexible ticket management
- Highly customizable workflows
Cons:
- Steep learning curve
- Requires technical expertise
The Best Customer Service Tracking Software Summary Table
| Tool | Best For | Trial Info | Price | ||
|---|---|---|---|---|---|
| 1 | Best for automated customer service workflows | Free trial available | From $26/seat/month (3 seat minimum) | Website | |
| 2 | Best for collaborative multi-channel support | 15-day free trial | From $7/user/month (billed annually) | Website | |
| 3 | Best for a 360-degree view of customer information | Free trial + free demo available | From $25/user/month (billed annually) | Website | |
| 4 | Best for omnichannel case solutions for eCommerce and retail companies | 14-day free trial + free plan available | From $15/user/month (billed annually) | Website | |
| 5 | Best for SaaS customer service management | 7-day free trial | From $19/user/month (billed annually) | Website | |
| 6 | Best for support teams needing an integrated help desk for Gmail | 7-day free trial | From $15/user/month (billed annually) | Website | |
| 7 | Best for medium-large sized sales, tech, and financial companies | Not available | Pricing Upon Request | Website | |
| 8 | Best for viewing and streamlining lead flow | Free demo + free plan available | From $12/user/month (billed annually) | Website | |
| 9 | Best small IT business help desk and software | 15-day free trial + free plan available | From $19.99/user/month (billed annually) | Website | |
| 10 | Best for team collaboration and multi-channel ticket management | 14-day free trial | From $49/user/month | Website |
Other Customer Service Tracking Software Options
Here’s a few more that didn’t make the top list.
- Jitbit Helpdesk
For large educational and technology organizations
- Kayako
For user experience and user interface
- Movidesk
For addressing complex requirements of B2B companies and organizations
- Issuetrak
For omnichannel ticket submission
- Jira Service Management
For incident response teams
- Talkdesk
For creating a personalized workspace
- LiveAgent
Customer service tracking software for WordPress and Slack integrations
- HelpCrunch
For mobile LTV use cases
- Zoho SalesIQ
For project management solutions
- Acquire
For VoiP call tracking and co-browsing
- Service Fusion
For field customer service management
- Bold360
For travel and hospitality
- NetHunt CRM
Tracking through drip campaigns
- Zendesk
For small businesses
- HubSpot Service Hub
App marketplace for integrations
- Salesforce Essentials
For social media interactions
- Vonage
For contact center tracking
- Genesys Cloud CX
For tracking data from voicebots and chatbots
Customer Service Tracking Software Selection Criteria
When selecting the best customer service tracking software to include in this list, I considered common buyer needs and pain points like improving response times and managing high ticket volumes. I also used the following framework to keep my evaluation structured and fair:
Core Functionality (25% of total score)
To be considered for inclusion in this list, each solution had to fulfill these common use cases:
- Ticket management
- Multi-channel support
- Reporting and analytics
- Customer communication
- Workflow automation
Additional Standout Features (25% of total score)
To help further narrow down the competition, I also looked for unique features, such as:
- AI-driven insights
- Customizable dashboards
- Integration with social media
- Real-time collaboration tools
- Advanced security options
Usability (10% of total score)
To get a sense of the usability of each system, I considered the following:
- Intuitive interface
- Easy navigation
- Minimal learning curve
- Clear and concise design
- Responsive performance
Onboarding (10% of total score)
To evaluate the onboarding experience for each platform, I considered the following:
- Availability of training videos
- Interactive product tours
- Access to templates
- Supportive chatbots
- Webinars and workshops
Customer Support (10% of total score)
To assess each software provider’s customer support services, I considered the following:
- 24/7 support availability
- Multiple contact channels
- Prompt response times
- Knowledgeable support staff
- Comprehensive help center
Value For Money (10% of total score)
To evaluate the value for money of each platform, I considered the following:
- Competitive pricing
- Features offered at each price tier
- Flexibility in subscription plans
- Discounts for long-term commitments
- Inclusions of essential features
Customer Reviews (10% of total score)
To get a sense of overall customer satisfaction, I considered the following when reading customer reviews:
- Consistency in positive feedback
- Commonly reported issues
- User satisfaction with support
- Feedback on ease of use
- Overall recommendation rate
How to Choose Customer Service Tracking Software
It’s easy to get bogged down in long feature lists and complex pricing structures. To help you stay focused as you work through your unique software selection process, here’s a checklist of factors to keep in mind:
| Factor | What to Consider |
|---|---|
| Scalability | Ensure the software can grow with your team. Look for solutions that handle increased ticket volumes and expand features as your business scales. |
| Integrations | Check if the software integrates with tools your team already uses, like CRM systems, email platforms, and chat applications, to streamline workflows. |
| Customizability | Consider how well the software can be tailored to fit your processes. Look for options that allow you to configure workflows and dashboards. |
| Ease of Use | Evaluate the user interface for intuitiveness. Your team should be able to navigate the system without extensive training or frustration. |
| Budget | Align the software's cost with your budget. Consider the value of features offered at each price point and any hidden costs. |
| Security Safeguards | Verify the software's data protection measures. Look for encryption, regular security updates, and compliance with industry standards. |
| Support | Assess the level of customer support provided. Ensure you have access to timely help through multiple channels like chat, email, or phone. |
| Features | Identify must-have features for your team, such as multi-channel support or analytics. Prioritize solutions that meet these core needs. |
Emerging Trends in Customer Service Tracking Software
In my research, I sourced countless product updates, press releases, and release logs from different customer service tracking software vendors. Here are some of the emerging trends I’m keeping an eye on:
- AI and Automation in Customer Service: More vendors are integrating AI to provide actionable insights from customer data. This helps teams predict customer needs and personalize interactions. Vendors like Zendesk and Freshdesk are leading the way with AI-driven analytics.
- Omnichannel Support: Companies are focusing on offering a unified experience across multiple channels. This means integrating phone, chat, social media, and email into one platform. Tools like Salesforce Service Cloud are enhancing their omnichannel capabilities.
- Voice Technology: The rise of voice assistants is influencing customer service. Some platforms now support voice recognition and response capabilities, making interactions faster. Vendors like LiveAgent are exploring voice integration features.
- Customer Journey Mapping: There's a growing emphasis on mapping the entire customer journey. This allows teams to understand and improve every touchpoint. Kayako, for instance, offers detailed journey tracking features.
- Remote Support Tools: With more teams working remotely, there's an increased demand for features that support remote collaboration. Tools like Front provide features designed for distributed teams, such as shared inboxes and real-time collaboration.
What Is Customer Service Tracking Software?
Customer service tracking software is a tool that helps businesses manage and track customer inquiries and support tickets. It's commonly used by customer support teams, IT departments, and service managers to improve response times and enhance customer satisfaction.
Features like ticket management, omnichannel support, and real-time analytics help with organizing inquiries, understanding customer needs, and improving service quality. Overall, these tools help businesses provide better customer service and maintain strong customer relationships.
Features of Customer Service Tracking Software
When selecting customer service tracking software, keep an eye out for the following key features:
- Ticket management: Organizes customer inquiries into manageable tickets, allowing your team to prioritize and resolve issues efficiently.
- Call center and phone support: Includes software solutions for managing call center operations that deal with ticketing and tracking.
- Omnichannel support: Integrates multiple communication channels like email, chat, and social media into one platform for a unified customer experience.
- Real-time analytics: Provides insights into team performance and customer interactions, helping you make informed decisions and improve service quality.
- CRM and customer interaction management: Allows you to track customers over time and identify churn risk or account opportunities.
- Self-service portal: Empowers customers to find answers on their own, reducing the number of incoming support tickets.
- AI-driven insights: Uses artificial intelligence to offer actionable insights from customer data, helping teams predict needs and personalize interactions.
- Customer journey mapping: Tracks and visualizes the customer journey to help you understand and optimize every touchpoint.
- Messaging and Communication Tools: Supports teamwork with features like shared inboxes and internal comments, improving response times.
- SLA management: Ensures timely responses by monitoring and enforcing service level agreements with customers.
Benefits of Customer Service Tracking Software
Implementing customer service tracking software provides several benefits for your team and your business. Here are a few you can look forward to:
- Improved response times: Ticket management and automation help your team address customer inquiries more quickly and efficiently.
- Enhanced customer satisfaction: Omnichannel support and personalized interactions ensure customers feel heard and valued.
- Better team collaboration: Shared inboxes and internal comments enable team members to work together seamlessly, improving communication.
- Informed decision-making: Real-time analytics and AI-driven insights provide valuable data to guide your team's strategies and actions.
- Self-service options: A self-service portal allows customers to find answers independently, reducing the workload on your support team.
- Consistent service quality: SLA management ensures that your team meets agreed-upon service standards, maintaining high levels of customer satisfaction.
Customer Service Tracking Software Integration Capabilities
Seamless integration is key to maximizing the efficiency of customer service tracking software. By connecting with various tools, businesses can streamline support workflows, enhance communication, and improve customer satisfaction. Here are some essential integrations:
- Live chat software: Enables real-time customer interactions, helping support teams quickly address inquiries and provide instant assistance.
- Customer experience management software: Collects and analyzes feedback to improve service quality and personalize customer interactions.
- AI chatbots: Automates responses to common inquiries, reducing agent workload and providing 24/7 support, may include social media integration.
- Call center software: Manages inbound and outbound calls, tracks customer interactions, and ensures consistent service across phone-based support.
- Customer onboarding software: Guides new users through product setup and adoption, improving retention and reducing churn.
- Email management software: Organizes and prioritizes customer emails, ensuring timely responses and preventing messages from getting lost.
- Help desk software: Centralizes support tickets, automates workflows, and helps teams efficiently resolve customer issues.
Costs and Pricing of Customer Service Tracking Software
Selecting customer service tracking software requires an understanding of the various pricing models and plans available. Costs vary based on features, team size, add-ons, and more. The table below summarizes common plans, their average prices, and typical features included in customer service tracking software solutions:
Plan Comparison Table for Customer Service Tracking Software
| Plan Type | Average Price | Common Features |
|---|---|---|
| Free Plan | $0 | Basic ticket management, email support, and limited reporting. |
| Personal Plan | $5-$25/user/month | Enhanced ticket management, multi-channel support, and basic automation. |
| Business Plan | $30-$60/user/month | Advanced automation, real-time analytics, and customizable workflows. |
| Enterprise Plan | $70-$120/user/month | Full customization, AI-driven insights, and dedicated account management. |
FAQs About Customer Service Tracking
If your team is considering working with a customer service tracking software, you probably have a few questions before you get started. Let’s take a look at some of the FAQs about customer service tracking software.
How does customer service tracking software integrate with CRM systems?
Customer service tracking software often integrates with CRM systems to provide a unified view of customer interactions. This integration allows your team to access customer data and history in real time, improving the quality of support. It also ensures that all customer interactions are logged and tracked across platforms, making it easier to maintain consistency in service.
How does customer service tracking software use social media integration?
Customer service tracking software uses social media integration to monitor and respond to customer inquiries, complaints, and feedback in real time. It connects with platforms like Facebook, Twitter, and Instagram, allowing businesses to track mentions, direct messages, and comments in one dashboard. This helps companies quickly engage with customers and resolve issues efficiently.
Track Your Customer Service More Effectively
Using a customer support software helps your team respond more quickly and effectively to incoming tickets. But it also helps you better understand your customer and your customer support performance. You’ll be able to get a clearer view of customer interactions with your business, and streamline your customer service processes.
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