16 rules in 6 groups, worth 100 points in all. They were set before any product was scored and apply the same way to all 12.
Version 1, published 10 Oct 2026
In short
Each rule is a yes-or-no fact, a list (such as the systems with an app) or a number with published thresholds, read from the vendor's own pages or from G2.
A fact the vendor does not publish earns nothing. A feature in beta or preview does not count.
The list follows the points. A tie goes to the lower price on "cheapest paid plan", then to the name.
Ticketing and shared-inbox help desks for small and mid-size customer support teams, with public prices. Enterprise-only and quote-only tools, IT service desks and CRM suites are left out. A line that says "on at least one plan" counts only plans with a public price.
Channels and apps 14 points
Rule
What it takes
Points
Support channels
The help desk handles the channel inside the same ticket queue, on at least one plan with a public price. Phone counts when calls are made or logged in the product itself or through an add-on sold by the vendor; a link to a third-party phone app does not count. Social media counts when messages from Facebook, Instagram or X arrive as tickets. Each channel earns 2 points.
8
Mobile apps
An official agent app for each system, listed on the vendor's site or in its help centre. Each one earns 1 point.
2
Built-in help centre
The product hosts a searchable knowledge base or help centre for customers, on at least one plan.
4
Workflow and SLAs 21 points
Rule
What it takes
Points
SLA policies
You can set response or resolution time targets per ticket (SLA policies, service levels), on at least one plan.
8
Ticket automation rules
You can build rules that assign, tag, reply or change tickets automatically when conditions are met, on at least one plan.
5
Automatic ticket assignment
New tickets can be assigned automatically by round robin, load or skill, without a manual step, on at least one plan.
5
Built-in satisfaction survey
The product sends a customer satisfaction survey after a ticket is solved and stores the answers, on at least one plan.
3
Reports and connections 18 points
Rule
What it takes
Points
Custom reports
Agents or admins can build their own reports with chosen fields and filters, not only fixed dashboards, on at least one plan.
5
Public API
A documented REST or GraphQL API for tickets is public and open to customers on at least one plan.
3
Named integrations
The vendor's integration page or marketplace lists an integration with each tool, made by the vendor or a listed partner. Each one earns 1 point.
6
AI assistant with public price
An AI agent or AI reply assistant is generally available (not beta or waitlist), and its price or included allowance is shown on a public page.
4
Security 12 points
Rule
What it takes
Points
SOC 2 Type II or ISO 27001
The vendor names a SOC 2 Type II report or an ISO/IEC 27001 certification for this product or the company running it.
6
Single sign-on
Agents can sign in through SAML or OpenID Connect single sign-on, on at least one plan with a public price. Social sign-in with Google or Microsoft does not count.
6
Price 15 points
Rule
What it takes
Points
Free plan
A free plan (not a trial) that lets at least one agent work tickets, with no time limit.
5
Cheapest paid plan
The cheapest paid plan that includes ticketing by email, for one agent or one workspace, at its regular price (not a first-year offer), in US dollars a month, using the yearly-billing price on the vendor's US pricing page, before tax. $10 or less earns 10 points, $15 or less 8, $20 or less 5, $25 or less 2.
10
Independent testing 20 points
Rule
What it takes
Points
G2 AI CX evaluation
Overall points in G2's AI CX Agent Evaluations, the leaderboard from the test G2 runs itself on the same 46 support tasks for every agent it evaluates, scored here for the vendor's AI agent. Every 10 G2 points earn 1 point here, up to 20 at 200; fewer than 10 earn 0. Results run by partners rather than G2, and vendors G2 has not evaluated or lists as under evaluation, earn 0. Added 10 October 2026 as a dated rules version.
20
Independent labs
Lab results are the only test results that earn points here: the labs run the same tests on every product and publish the numbers.