Paul Ferrill

If you’re looking for a reliable, basic VoIP service that’s easy to configure for both desktop and mobile users, Line2 is a solid choice for small teams.

Editors’ Choice-winning Vivantio sets the standard for enterprise-oriented, ITIL-compliant service desks. Advanced features and a competitive price make this a solution well worth considering.

Zoho Desk is a great choice for growing companies that need to keep their customers happy. A long list of features and a very friendly price are marred only by the learning curve required to get started.

Help desk with a single mission: e-commerce

Jira Service Management remains a good choice for larger help desk shops, with new features like customizable dashboards and a low-code smart forms generator. Third-party integrations, however, remain spotty.

The gold standard for easy, customer-facing service desks

Freshdesk is the gold standard for help desk offerings aimed at smaller businesses. Multiple price plans plus a consistent user interface make it an easy pick once again for Editors’ Choice.

A solid choice for businesses looking for a software-focused solution, Dialpad has doubled down on its AI-based voice transcription and smart alerting features since our last review, in addition to broadening its library of integrations with other software.

Organizations that operate distributed call centers and customer support operations will appreciate Freshdesk’s softphone-centric service. However, if you only need a VoIP system for general-purpose calling, you’ll pay for Contact Center features that you’ll rarely use.

Intermedia Unite is an excellent unified communications solution at a competitive price. New features, such as the expanded Call Profile capability and a browser-based client, make the service even more attractive and useful. We still have a few complaints, but Unite remains a top-tier VoIP system.