Customer Service Times started as a shared doc between a few people who were tired of reading helpdesk reviews written by people who had clearly never handled a support queue. We wanted honest, practitioner-level evaluations of the tools we were being asked to evaluate at work.
We are not a media company. We do not take sponsorships. Nobody pays to be reviewed or ranked. We sign up for tools with regular accounts, run real workflows through them, and write about what we find. If a free tool outperforms a $50/seat platform, we say so.
Our focus is customer support operations broadly. That includes traditional helpdesk and ticketing, customer portals, knowledge bases, email management, live chat, and the AI features that are reshaping how support teams work. We occasionally cover IT service management where it overlaps with customer-facing support.