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Tools
Customer support analytics
7 tools compared: how each is priced, where it runs, and what to consider instead.
| Tool | Pricing model | Free tier | Open source |
|---|---|---|---|
| Assembled Workforce management platform for support teams, forecasting staffing needs and reporting on adherence and AI agent conversations. | Subscription | No | No |
| Freshworks Analytics Reporting built into Freshdesk's help desk plans, covering tickets, agents and CSAT rather than a standalone analytics product. | Subscription | No | No |
| Gorgias Ecommerce-focused help desk with an AI Agent, billed by ticket volume rather than per agent, with built-in performance reporting. | Usage-based | No | No |
| Intercom AI-first customer messaging and helpdesk platform whose reporting covers conversations and Fin AI Agent resolution rates. | Subscription | No | No |
| NICE Playvox Workforce engagement and quality-management suite for contact centers, now part of NICE, covering scheduling, QA scoring and coaching. | Quote only | No | No |
| Zendesk Explore The reporting and dashboarding layer built into Zendesk, not a separate analytics product a team buys on its own. | Subscription | No | No |
| Zendesk QA AI-driven quality assurance and coaching add-on that scores support conversations, formerly the standalone product Klaus. | Quote only | No | No |