How we score helpdesk
Each helpdesk is scored 0–100 on the criteria below, compared with rivals on sale now. BuyScore is the weighted average. We have researched 1 so far.
Criteria and weights
| Criterion | What we look at | Weakest acceptable evidence | Weight |
|---|---|---|---|
| Ticketing and workflow | 2 independent expert reviews that agree | 20 | |
| Channels (email, chat, social, voice) | Manufacturer spec, labelled "claimed" | 15 | |
| Automation and AI assistance | 2 independent expert reviews that agree | 15 | |
| Ease of use for agents | 1 expert review + owner discussions | 15 | |
| Cost at 1 / 10 / 50 agents | Dated prices for the product and 2 rivals | 15 | |
| Reporting | 2 independent expert reviews that agree | 10 | |
| Security and vendor track record | Vendor trust page + 1 independent source | 10 |
Methodology v1.0.
Rubric anchors
| 90–100 | Among the best currently available |
|---|---|
| 75–89 | Clearly above typical for the category |
| 60–74 | Typical for the category |
| 40–59 | Noticeable weakness |
| 0–39 | Serious problem (caps the BuyScore at 79) |
When evidence falls below the weakest acceptable basis for a criterion, it is marked "Evidence limited" instead of scored.
Changelog
- v1.026 Sep 2026 · First published criteria and weights.