After a high-pass review of many solutions we decided to focus on 3: TeamSupport, ZenDesk, and HelpScout. HelpScout did not end up meeting all of our key requirements (at least not for a reasonable price). We piloted TeamSupport and ZenDesk.
ZenDesk was not as well suited to support B2B customers, specifically we found their parent/child hierarchies lacking, and tracking and managing those relationships is key to supporting our customers: large chains of small commercial facilities. TeamSupport was much better suited to supporting B2B customers "out of the box".
- Customer Success Manager at Enterprise Software Company