Quick Overview
- 1#1: Zendesk - Zendesk provides a comprehensive customer service platform for managing complaints through omnichannel ticketing, AI-powered automation, and analytics.
- 2#2: Freshdesk - Freshdesk offers an intuitive helpdesk solution for tracking, prioritizing, and resolving customer complaints with automation and multi-channel support.
- 3#3: Salesforce Service Cloud - Salesforce Service Cloud delivers enterprise-grade case management for handling complex complaints with AI insights, workflows, and CRM integration.
- 4#4: ServiceNow Customer Service Management - ServiceNow enables efficient complaint resolution with ITIL-aligned workflows, self-service portals, and advanced analytics for large organizations.
- 5#5: Zoho Desk - Zoho Desk streamlines complaint handling with affordable ticketing, omnichannel support, and deep integration into the Zoho ecosystem.
- 6#6: HubSpot Service Hub - HubSpot Service Hub manages customer complaints within a free CRM framework, featuring ticketing, knowledge bases, and feedback tools.
- 7#7: Microsoft Dynamics 365 Customer Service - Microsoft Dynamics 365 handles complaints via integrated case management, AI copilots, and seamless Microsoft 365 collaboration.
- 8#8: Intercom - Intercom facilitates real-time complaint resolution through messaging, bots, and proactive support across web, mobile, and email.
- 9#9: Help Scout - Help Scout offers a simple, email-centric platform for personalized complaint handling with shared inboxes and conversation tracking.
- 10#10: LiveAgent - LiveAgent provides all-in-one complaint management with live chat, ticketing, and call center features at a competitive price.
Tools were chosen for their robust feature sets, reliability, intuitive usability, and value, ensuring they cater to varied organizational needs and prioritize efficient complaint resolution.
Comparison Table
This comparison table assesses top complaint handling software tools, such as Zendesk, Freshdesk, Salesforce Service Cloud, ServiceNow Customer Service Management, and Zoho Desk, along with others. It outlines key features, usability, and scalability to guide readers in selecting the right solution for their needs.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 | Zendesk Zendesk provides a comprehensive customer service platform for managing complaints through omnichannel ticketing, AI-powered automation, and analytics. | enterprise | 9.5/10 | 9.7/10 | 9.0/10 | 8.7/10 |
| 2 | Freshdesk Freshdesk offers an intuitive helpdesk solution for tracking, prioritizing, and resolving customer complaints with automation and multi-channel support. | specialized | 8.8/10 | 9.2/10 | 8.5/10 | 8.0/10 |
| 3 | Salesforce Service Cloud Salesforce Service Cloud delivers enterprise-grade case management for handling complex complaints with AI insights, workflows, and CRM integration. | enterprise | 8.7/10 | 9.4/10 | 7.2/10 | 7.8/10 |
| 4 | ServiceNow Customer Service Management ServiceNow enables efficient complaint resolution with ITIL-aligned workflows, self-service portals, and advanced analytics for large organizations. | enterprise | 8.4/10 | 9.2/10 | 7.1/10 | 7.6/10 |
| 5 | Zoho Desk Zoho Desk streamlines complaint handling with affordable ticketing, omnichannel support, and deep integration into the Zoho ecosystem. | specialized | 8.4/10 | 9.0/10 | 8.0/10 | 8.5/10 |
| 6 | HubSpot Service Hub HubSpot Service Hub manages customer complaints within a free CRM framework, featuring ticketing, knowledge bases, and feedback tools. | specialized | 8.3/10 | 8.7/10 | 8.8/10 | 7.6/10 |
| 7 | Microsoft Dynamics 365 Customer Service Microsoft Dynamics 365 handles complaints via integrated case management, AI copilots, and seamless Microsoft 365 collaboration. | enterprise | 8.3/10 | 9.2/10 | 7.4/10 | 7.8/10 |
| 8 | Intercom Intercom facilitates real-time complaint resolution through messaging, bots, and proactive support across web, mobile, and email. | specialized | 8.0/10 | 8.5/10 | 7.8/10 | 7.2/10 |
| 9 | Help Scout Help Scout offers a simple, email-centric platform for personalized complaint handling with shared inboxes and conversation tracking. | specialized | 8.0/10 | 7.8/10 | 9.2/10 | 8.1/10 |
| 10 | LiveAgent LiveAgent provides all-in-one complaint management with live chat, ticketing, and call center features at a competitive price. | specialized | 7.8/10 | 8.2/10 | 7.5/10 | 8.5/10 |
Zendesk provides a comprehensive customer service platform for managing complaints through omnichannel ticketing, AI-powered automation, and analytics.
Freshdesk offers an intuitive helpdesk solution for tracking, prioritizing, and resolving customer complaints with automation and multi-channel support.
Salesforce Service Cloud delivers enterprise-grade case management for handling complex complaints with AI insights, workflows, and CRM integration.
ServiceNow enables efficient complaint resolution with ITIL-aligned workflows, self-service portals, and advanced analytics for large organizations.
Zoho Desk streamlines complaint handling with affordable ticketing, omnichannel support, and deep integration into the Zoho ecosystem.
HubSpot Service Hub manages customer complaints within a free CRM framework, featuring ticketing, knowledge bases, and feedback tools.
Microsoft Dynamics 365 handles complaints via integrated case management, AI copilots, and seamless Microsoft 365 collaboration.
Intercom facilitates real-time complaint resolution through messaging, bots, and proactive support across web, mobile, and email.
Help Scout offers a simple, email-centric platform for personalized complaint handling with shared inboxes and conversation tracking.
LiveAgent provides all-in-one complaint management with live chat, ticketing, and call center features at a competitive price.
Zendesk
enterpriseZendesk provides a comprehensive customer service platform for managing complaints through omnichannel ticketing, AI-powered automation, and analytics.
AI-powered Explore analytics for predictive complaint insights and trend forecasting
Zendesk is a comprehensive customer service platform designed for efficient complaint handling through its powerful ticketing system and omnichannel support. It centralizes complaints from email, chat, social media, phone, and more, enabling agents to resolve issues quickly with automation, AI-powered insights, and customizable workflows. Advanced reporting and analytics help track resolution times, CSAT scores, and trends to prevent future complaints.
Pros
- Robust omnichannel ticketing unifies complaint sources
- Advanced automation and AI reduce resolution times
- Detailed analytics and SLA management for compliance
Cons
- Pricing scales quickly for larger teams
- Initial setup and customization require time
- Advanced features may overwhelm small businesses
Best For
Mid-to-large enterprises seeking scalable, enterprise-grade complaint management with deep integrations.
Pricing
Starts at $55/agent/month (Suite Team plan), up to $215/agent/month for Enterprise with custom quotes.
Freshdesk
specializedFreshdesk offers an intuitive helpdesk solution for tracking, prioritizing, and resolving customer complaints with automation and multi-channel support.
Scenario Automations with collision detection, which prevents overlapping rules and ensures precise handling of complaint workflows
Freshdesk is a robust cloud-based helpdesk platform designed for customer support and complaint management through its powerful ticketing system. It centralizes complaints from email, chat, phone, social media, and web forms, enabling teams to automate assignments, set SLAs for timely resolutions, and collaborate on tickets. Advanced analytics and reporting help identify complaint patterns, while AI-driven features like sentiment analysis prioritize urgent issues. Overall, it's a scalable solution for streamlining complaint handling processes.
Pros
- Comprehensive multi-channel ticketing and automation for efficient complaint routing and escalation
- Powerful SLA management and reporting to ensure compliance and track resolution trends
- AI-powered Freddy assistant for sentiment detection and auto-responses to high-volume complaints
Cons
- Advanced features like custom roles and audit logs require higher-tier plans
- Pricing can escalate quickly for larger teams or enterprise needs
- Initial setup for complex automations may involve a learning curve
Best For
Mid-sized businesses and support teams seeking a scalable, omnichannel platform for systematic complaint tracking and resolution.
Pricing
Free plan available; paid tiers start at $15/agent/month (Starter), up to $79/agent/month (Pro), with Enterprise custom pricing (billed annually).
Salesforce Service Cloud
enterpriseSalesforce Service Cloud delivers enterprise-grade case management for handling complex complaints with AI insights, workflows, and CRM integration.
Einstein AI for automated case classification, routing, and predictive resolution suggestions
Salesforce Service Cloud is a robust CRM-based customer service platform designed for managing complaints through advanced case tracking, automation, and omnichannel support. It enables teams to log, route, escalate, and resolve customer issues efficiently with AI-driven insights from Einstein and customizable workflows. The solution also provides analytics to identify complaint patterns and SLAs to ensure timely resolutions.
Pros
- Comprehensive case management with automation and SLA enforcement
- AI-powered Einstein for intelligent routing and prediction
- Deep integration with Salesforce ecosystem for 360-degree customer views
Cons
- Steep learning curve and complex customization
- High pricing that scales with users and add-ons
- Overkill for small teams without extensive needs
Best For
Large enterprises needing scalable, enterprise-grade complaint handling with full CRM integration.
Pricing
Starts at $25/user/month (Essentials), up to $300+/user/month (Unlimited); custom enterprise pricing common.
ServiceNow Customer Service Management
enterpriseServiceNow enables efficient complaint resolution with ITIL-aligned workflows, self-service portals, and advanced analytics for large organizations.
Predictive Intelligence, which uses AI to automatically categorize, prioritize, and suggest resolutions for incoming complaints based on historical data.
ServiceNow Customer Service Management (CSM) is an enterprise-grade platform that streamlines complaint handling through automated case management, omnichannel support, and AI-driven workflows. It enables organizations to capture complaints from various channels, route them efficiently with SLAs, and track resolutions while integrating with knowledge bases for faster outcomes. Built on the Now Platform, it offers scalability for high-volume customer service operations with advanced analytics and reporting.
Pros
- Powerful AI and automation for intelligent case routing and resolution suggestions
- Seamless omnichannel support including email, chat, phone, and self-service portals
- Deep analytics and SLA management for complaint performance tracking
Cons
- High implementation complexity and steep learning curve
- Expensive pricing model unsuitable for small businesses
- Heavy reliance on customizations which can increase costs
Best For
Large enterprises with complex, high-volume complaint handling needs that require deep integrations and scalability.
Pricing
Custom enterprise subscription pricing, typically starting at $100+ per user per month with additional fees for implementation and add-ons.
Zoho Desk
specializedZoho Desk streamlines complaint handling with affordable ticketing, omnichannel support, and deep integration into the Zoho ecosystem.
Blueprint workflows for defining and automating complex complaint resolution processes
Zoho Desk is a robust omnichannel customer service platform that excels in ticket management for handling customer complaints across email, chat, phone, social media, and web portals. It features automation workflows, AI-driven insights via Zia, self-service options, and detailed reporting to resolve issues efficiently. Businesses can customize rules and SLAs to ensure timely complaint handling and improve customer satisfaction.
Pros
- Comprehensive omnichannel ticket management
- Powerful automation and workflow blueprints
- Strong analytics and SLA compliance tools
Cons
- Steeper learning curve for advanced customizations
- Some AI features require higher-tier plans
- Limited out-of-box integrations outside Zoho ecosystem
Best For
Mid-sized businesses needing scalable, affordable tools to manage high-volume customer complaints across multiple channels.
Pricing
Starts at Free (basic), Standard $14/user/mo, Professional $23/user/mo, Enterprise $40/user/mo (billed annually).
HubSpot Service Hub
specializedHubSpot Service Hub manages customer complaints within a free CRM framework, featuring ticketing, knowledge bases, and feedback tools.
Seamless 360-degree customer view via CRM integration, enabling personalized complaint resolution with full interaction history.
HubSpot Service Hub is a comprehensive customer service platform designed to streamline support operations, including ticket management, customer feedback collection, and resolution tracking, making it suitable for handling complaints efficiently. It integrates deeply with HubSpot's CRM to provide full customer context, automated workflows, SLAs, and reporting tools to ensure complaints are addressed promptly and effectively. While versatile for broader service needs, it supports complaint handling through shared inboxes, feedback surveys, and knowledge bases to prevent recurrence.
Pros
- Deep CRM integration for complete customer history and context during complaint resolution
- Robust automation, workflows, and SLAs for efficient handling and escalation
- Built-in analytics and reporting to track complaint trends and performance
Cons
- Pricing escalates quickly for advanced features needed for high-volume complaints
- Overkill and complex for simple complaint tracking without full HubSpot ecosystem
- Limited customization in lower tiers for specialized complaint workflows
Best For
Mid-sized businesses using HubSpot CRM that require integrated, scalable complaint management alongside sales and marketing tools.
Pricing
Free tools available; Starter at $20/user/month (annual), Professional at $90/user/month, Enterprise at $150/user/month (billed annually).
Microsoft Dynamics 365 Customer Service
enterpriseMicrosoft Dynamics 365 handles complaints via integrated case management, AI copilots, and seamless Microsoft 365 collaboration.
Copilot AI integration that provides real-time case summaries, resolution recommendations, and sentiment analysis during complaint handling
Microsoft Dynamics 365 Customer Service is a comprehensive CRM platform designed to manage customer interactions, including complaint handling through robust case management, automated workflows, and SLA tracking. It enables agents to resolve issues efficiently across multiple channels like email, chat, phone, and social media via its Omnichannel capabilities. The solution integrates AI-driven insights with Copilot to suggest resolutions and provides analytics for continuous improvement in service delivery.
Pros
- Powerful case management with SLAs, queues, and entitlements tailored for complaint resolution
- AI-powered Copilot for intelligent routing and resolution suggestions
- Seamless integration with Microsoft ecosystem including Teams, Outlook, and Power Platform
Cons
- Steep learning curve and complex initial setup requiring IT expertise
- High subscription costs that may not suit small businesses
- Overkill for simple complaint handling without broader CRM needs
Best For
Large enterprises seeking an integrated, scalable customer service platform with advanced AI and analytics for handling high-volume complaints.
Pricing
Starts at $50/user/month for Professional edition; Enterprise edition at $105/user/month; additional costs for premium features and add-ons.
Intercom
specializedIntercom facilitates real-time complaint resolution through messaging, bots, and proactive support across web, mobile, and email.
Proactive messaging bots that detect and engage frustrated users before complaints escalate
Intercom is a versatile customer messaging platform designed for support, marketing, and sales teams, enabling real-time chat, automated bots, and ticketing to handle customer interactions. In the context of complaint handling, it excels at triaging issues through AI-powered bots, assigning tickets to agents, and providing analytics for resolution trends. While not a pure-play helpdesk tool, its conversational interface streamlines complaint resolution and follow-ups across web, mobile, and email channels.
Pros
- Seamless real-time chat and proactive messaging for quick complaint triage
- Powerful automation bots reduce agent workload on common issues
- Robust analytics and reporting for tracking complaint resolution metrics
Cons
- High pricing may not suit small teams or budget-conscious businesses
- Steep learning curve for advanced customizations and workflows
- Less specialized in deep ticketing escalation compared to dedicated helpdesk tools
Best For
Mid-sized SaaS or e-commerce companies seeking conversational complaint handling integrated with broader customer engagement.
Pricing
Starts at $74/user/month (Starter), $109/user/month (Pro), up to custom Enterprise pricing, billed annually.
Help Scout
specializedHelp Scout offers a simple, email-centric platform for personalized complaint handling with shared inboxes and conversation tracking.
Shared Inbox that converts disparate customer emails into a single, collaborative conversation view
Help Scout is a customer support platform designed to manage customer conversations, including complaints, through a shared inbox that unifies emails, chats, and other channels into trackable tickets. It offers automation workflows, customer profiles, saved replies, and reporting tools to help teams resolve issues efficiently and improve satisfaction. While versatile for general support, it excels in collaborative complaint handling without overwhelming complexity.
Pros
- Intuitive shared inbox for team collaboration
- Powerful automation and workflows for quick resolutions
- Robust customer profiles providing full context on complaints
Cons
- Limited advanced analytics and custom reporting
- No built-in telephony or voice support
- Per-user pricing scales expensively for larger teams
Best For
Small to medium-sized teams seeking a simple, email-centric platform for handling customer complaints collaboratively.
Pricing
Standard plan at $20/user/month (billed annually); Plus at $49/user/month; 15-day free trial available.
LiveAgent
specializedLiveAgent provides all-in-one complaint management with live chat, ticketing, and call center features at a competitive price.
Universal Inbox that seamlessly merges all communication channels into one queue for efficient complaint triage
LiveAgent is an omnichannel customer support platform that centralizes emails, live chats, social media messages, and phone calls into a unified ticketing system, making it effective for tracking and resolving customer complaints. It offers automation rules, SLAs, canned responses, and reporting to streamline complaint handling and ensure timely resolutions. Additionally, it includes a knowledge base and self-service portal to reduce ticket volume from repetitive issues.
Pros
- Multi-channel ticketing consolidates complaints from email, chat, social, and phone
- Affordable pricing with strong automation and SLA management
- Built-in knowledge base helps prevent future complaints
Cons
- User interface feels dated compared to modern competitors
- Advanced reporting and analytics are somewhat limited
- Scalability challenges for very large teams or high-volume complaints
Best For
Small to medium-sized businesses needing an affordable, all-in-one solution for multi-channel complaint management.
Pricing
Free plan available; paid plans start at $15/agent/month (Ticket) up to $49/agent/month (VoIP All-inclusive), billed annually.
Conclusion
The reviewed complaint handling tools showcase innovative solutions that streamline resolution and boost satisfaction. At the top, Zendesk leads with its comprehensive omnichannel platform, AI automation, and analytics, offering a robust option for diverse needs. Freshdesk and Salesforce Service Cloud follow, with Freshdesk excelling in intuitive, multi-channel support and Salesforce providing enterprise-grade, CRM-integrated case management for complex scenarios. Together, they redefine effective complaint handling.
Take your customer service to the next level—explore Zendesk today to handle complaints with ease, scale efficiently, and build lasting customer trust.
Tools Reviewed
All tools were independently evaluated for this comparison