Use the comparison tool below to compare the top Service Desk software on the market. You can filter results by user reviews, pricing, features, platform, region, support options, integrations, and more.
-
1
A Complete Solution: Service Desk Software ChangeGear Service Desk is based on an ITIL best practices framework and has been designed to be a complete solution with all the components your team needs, right out-of-the box. Affordable and comprehensive, ChangeGear’s Service Desk enables staff members across the board to enjoy the quality of service delivery they require
-
2
TeamHeadquarters is a project management and help desk software for IT teams. TeamHeadquarters allows IT teams to focus on the right work at a time with TeamHeadquarters. The platform provides full-function tools to manage portfolios, time sheets, help desk, project management, and help desk.
-
3
Atera is a cloud-based remote monitoring and management platform (RMM) for IT Departments and MSPs. Atera provides everything you need to solve the most difficult IT problems for your clients from one central location. Fixed cost pricing with Atera helps IT businesses of any size grow without additional costs. Fixed Cost with Unlimited Devices, it's that easy. Start your free trial today. *New: Supercharge your IT brainpower with ChatGPT Atera integrates with ChatGPT so you can run scripts in seconds, explore new automations, and focus on the work that can’t be done without you.
-
4
SysAid Technologies
1,416 RatingsSysAid is the next-gen of ITSM, a comprehensive platform with generative AI baked into every element of service management, all wrapped up in an intuitive, fully conversational user experience. Empowering organizations to deliver exceptional service – automagically. This delights employees with a reliable, easily accessible, and incredibly convenient service experience. Frees up admins so they can focus on more strategic tasks. And liberates organizations to unleash their true potential. -
5
Vivantio has been recognized as one of the best customer service management software platforms on the market. We provide a SaaS service management product that serves multiple customer service areas including customer support ticketing, help desk, service desk, IT service management, asset management, and enterprise service management, all backed by proven industry frameworks, such as ITIL. Vivantio provides flexible licensing options to meet the business requirements of the world's fastest growing organizations.
-
6
mIT solutions
$5000 one-time payment 15 RatingsEcholoN, the Service Management Software Suite is customer-oriented and highly effective at all levels. It provides a complete solution for support, service and customer care. You want total control over your system and the ability to operate your service management solution from your home. You prefer a cloud solution that doesn't burden your infrastructure. Your service management software can be operated in the EcholoN cloud. You just need to enter a new license code. All your stored data and workflows are kept and can be accessed for further processing. Once the license has been entered you can immediately start using the new options. A native app is better for each workstation because it has its own requirements. Depending on your application, role, and location, you can use an Android or native iOS app to work offline and receive in-the-field service. The web app can be used online on all devices. -
7
GLPI is a powerful Service Management software that uses open-source technologies. It makes it easy to plan and manage IT changes, solve problems efficiently, automate business processes, and maintain control over your IT infrastructure. Key features of the GLPI: 1. 1. 2. 2. Asset management and automatic inventories 3. Data quality control using rationality 4. Asset management: Administrative and financial 5. Software inventory and management of licences 6. Knowledge and frequently asked questions 7. Statistics and reports 8. 8. 9. Inventory of Android-based devices
-
8
ProProfs Help Desk
ProProfs
$15 per user per month 8 RatingsProProfs Help Desk was created to meet the ever-growing customer service industry's needs. This tool allows agents to effectively track user queries and requests. This type of issue tracking results in faster ticket resolution. ProProfs Help Desk, a cloud-based ticketing platform, is best known for its "shared mailbox" feature. Agents can access, view, and assign tickets to the relevant individual or team from the cloud-based ticketing system while using the collaborative email-like interface. Managers can also prioritize, label, or mark tickets that require immediate attention and resolution. Managers can also set up workflow rules that include filters, priorities and service level agreements. -
9
Electric is changing the way businesses manage IT. Electric provides real-time IT support for over 30,000 users and central IT management to more than 600 customers. This offers companies a 50% savings in IT costs and standardized security across devices, apps and networks.
-
10
Mint Service Desk
OPGK Software
0 2 RatingsMint Service Desk software is the next-generation in ITSM Software. The main functionalities of Mint Service Desk include: – Incident Management – Asset Management – Customer Portal – Multi Channel Communication Dynamic attributes Chat communication Ticket types Custom views. -
11
Easy to use, award-winning Help Desk software for service teams that need to do more with less. Simplisys Service Desk provides flexible solutions for support teams of any size. - Manage multiple data channels with one interface Roles-based access to tickets - Email integration that creates and acknowledges tickets automatically. - Features rich reporting tool and dynamic dashboards. - Roles based Customer Portal - Simple to use business rules and workflows to drive automated processes. - API's for integration with third party software. We offer unparalleled support and market-leading service. Don't waste your time looking through thousands of documents online. Give us a call.
-
12
Nexoid is a cost-effective, adaptable solution that can grow with your business. It's an all-encompassing product with full transparency of code, allowing for quick, easy modifications and catering to businesses of all sizes. Our AI-powered ticketing system retrieves relevant data instantly, streamlining processes, increasing productivity, and improving team and customer satisfaction. Nexoid’s architecture, supported by Amazon AWS ensures high performance, security and speed. Our flexible, no-contract pricing allows you to pay only for what you need, potentially saving 50% on your costs. Our permissions system allows seamless team integration. Automate your workflows with custom code workflows that are triggered by user action, API calls, and scheduled tasks. Our REST API and WebHooks make third-party integration easier, increasing operational efficiency. Nexoid offers a flexible, innovative and powerful ERP experience.
-
13
Your Slack conversations Halp powers ticketing. It's a modern ticketing service for people who love Slack. Your remote teams can be happier and more productive by giving them the tools they need. Use an emoji to convert any message into a ticket. No matter where they are coming from, you must report on the requests of your team. Never do the same job twice. A powerful workflow engine combined with machine learning makes it easier to resolve routine tasks and answer questions faster. Your customers are not only your colleagues but also your friends. Make ticketing easy by communicating in the most natural way. The powerful Ticketing Platform by Halp is ideal for teams that are rapidly growing. We offer integrations with Jira, Zendesk, and other ticketing solutions.
-
14
InvGate Service Desk
InvGate
2 RatingsInvGate Service Desk provides reliable help desk and asset management solutions. It is designed to provide IT support and optimize the provisioning of IT services. InvGate Service Desk features an intuitive user interface that is easy to use. It offers a multi-departmental service fulfillment platform with federated asset management capability. This allows seamless integration between the asset that requires service and the service request. InvGate Service Desk offers a drag-and drop graphical workflow builder, code-free configuration, custom dashboards and business analytics reporting. Email ticketing is also available. -
15
Giva helps customers build happy relationships and increase loyalty and revenue. Giva makes any organization more reliable, flexible, scalable, and adaptable. Our dashboards and reports help you take steps to improve customer satisfaction and retention. Giva helps customers build lasting relationships and reduce costs while increasing productivity. All our modules are available in a single product bundle, which is perfect for 3-25 agents.
-
16
Wix Answers is the first industry-wide unified customer support platform. Agents are more efficient, and teams gain deeper insight into their operations by having all support channels integrated into one platform. Wix Answers employs an AI-powered, centralized approach to knowledge management. This makes customers more self-reliant, agents more efficient, and organizations run more smoothly.
-
17
VIRIMA is a SaaS platform that provides highly automated IT Asset Management, IT Service Management (ITSM), and IT Operations Management solutions (ITOM). It is easy to use and affordable to deploy. VIRIMA enables business processes to be linked to the technology and services they rely on through advanced infrastructure discovery and visualization capabilities. VIRIMA CMDB's innovative automation capabilities provide insight, control, and value to IT companies large and small. This allows them to efficiently address the challenges of managing and securing today’s dynamic, dispersed, and complex IT estate.
-
18
Canfigure is an IT Service Management Solution with amazing flexibility. Canfigure is built for scalability. We believe in simplicity. Canfigure is cost-effective and easy to deploy. This allows you to grow your assets and user base at your own pace. Canfigure comes with support for all IT assets and can be customized to store information for any type asset, including IoT, facilities and transportation. Access to the admin functions allows for easy expansion of the database schema. No technical knowledge is required. Asset information can contain financial data. It can be used to track important dates, such as warranty expiry. It can also be linked to supporting contract documents. Canfigure's core function is the Configuration Management Database (CMDB). This database underpins all other functions. The CMDB stores your data in the form Configuration Items (CIs), and the relationships between them.
-
19
ZServiceDesk
ZServiceDesk
$300 per year, per user 1 RatingZServiceDesk+ was designed and developed to meet the needs of IT Services Management. Our ITIL-based processes have been integrated by our experts and workflows developed. This will help organisations to improve their IT Support process. Our application is highly scalable, flexible and high-performance thanks to its unique architecture. IT Operations Management is a key area that can impact the overall performance of your company. IT Operations disruption can lead to revenue loss for the company. Therefore, it is important to monitor and manage all key elements to ensure uninterrupted IT support services. ZServiceDesk, an ITIL processes-based ITSM application, is designed for use in Enterprise environments. It can provide the flexibility, scalability, availability, and higher performance required by the business through its unique application architecture. -
20
Customers are happier and services are cheaper. iTop is flexible enough to meet the needs of digital companies (hosting provider, service provider, software publisher) and allows them to manage multiple customers, contracts, and commitments. iTop is the core element of a solution that covers all customer environments and protects the confidentiality required for each company. iTop was developed by outsourcing professionals to handle the complexity of shared infrastructures. Using iTop, you can analyze the impact of any incident or change on the various services, contracts, or customers you must honor. iTop is central to the operations of the service centers. iTop is a shared repository that allows you to offer customized offers for each client. iTop allows you to synchronize multiple instances in a control center logic.
-
21
OTRS can be used to support any team within your company. It combines all the tools necessary to make service management successful. - Ticketing - calendaring, - CMDB Process management Reporting Multiple channels for customer access Knowledge base Service catalog and other information. Your teams have all the information they need and workflows at their fingertips to provide seamless service and customer satisfaction. Customers love the self-service options available through an external portal. They can share knowledge bases articles and informational pages, and they can send requests directly to your team. The SERVIEW CERTIFIED TOOL seal was given to the OTRS service management software.
-
22
NewWaySERVICE is an online service order software to manage requests received from your customers. NewWaySERVICE allows you to track and manage your service requests, no matter your type of enterprise. Any kind of requests can be managed using NewWaySERVICE such as service, repair or maintenance requests. NewWaySERVICE allows you to track each service request (work order), from start to finish, and keep a record of the amount of time each of your technicians has spent on it. Of course, our software includes all main modules you would need to properly manage your service department such as Work orders, Equipment, Customers, Planning, Inventory, Service contracts and Guarantees, Web portal, etc. You can create a free trial account at NewWaySERVICE.com and start using it right away.
-
23
GoTo Resolve
GoTo
19 RatingsGoToResolve is a refreshingly simple IT support tool that adapts to the way your team works today. Our all-in-one IT platform will help you support your workforce from anywhere. All your IT needs are covered with our all-in-one platform. It's as simple as speaking to someone. Agents and employees can get more done with time-optimizing features such as unattended access, multi-session handling, and multi-session management. Systems are protected while businesses run smoothly. Remote access, support and ticketing are all possible together. Remote and in-house teams can access GoTo Resolve more easily. You can speed up resolutions by using a frictionless, fast join flow. All the tools agents need to resolve problems are available right there. - In-session system diagnostics - Reboot/reconnect - Admin mode - File transfer - Multi-session handling - and many more -
24
Freshservice is the right choice if you are looking for an IT service desk solution with simplicity. Freshservice is an easy-to-use ITIL service desk from Freshworks that helps businesses modernize IT and other business functions without the complexity and cost. Freshservice provides everything teams need to manage proactive IT services, including asset management, ticketing, configuration management, enhanced impact analysis, robust incident management functions, and more.
-
25
Aisera is at the forefront of innovation. It has introduced a revolutionary solution which redefines how businesses and customers thrive. Aisera's cutting-edge AI offers a proactive experience that is personalized and predictive. It automates support and operations across many sectors, including HR and IT, sales and customer service. Aisera empowers its users by providing self-service solutions that are similar to those offered by consumers. Aisera accelerates your journey to a more streamlined future by unleashing the power of digitalization. Aisera automates tasks, actions and critical business processes by leveraging user and service behavioral insights. Aisera seamlessly integrates with leading platforms like Salesforce, Zendesk and ServiceNow. It also works with Microsoft, Adobe, Oracle SAP, Marketo Hubspot and Okta.
Overview of Service Desk Software
Service desk software is an application that helps IT teams manage customer support requests. It acts as a centralized hub for incoming customer inquiries, enabling team members to prioritize, track, and resolve every issue quickly. Service desk software makes it easier for organizations to provide efficient customer service, streamline processes, and ensure corporate compliance standards are met.
At its core, service desk software allows the collection and storage of data from various sources such as email, chat messages or phone calls. The tool then enables IT teams to organize this data into tickets (also known as “incidents”). Every ticket is assigned a unique identifier that can be used to accurately monitor progress while keeping customers updated on the status of their inquiries. The platform also offers automated features that enable users to automate routine tasks, eliminating manual labor and reducing costs associated with managing customer requests. Additionally, most service desks provide reporting functions so the user can analyze ticket trends over time and identify areas where they can optimize their workflow process.
Aside from providing assistance in handling incoming issues in a timely manner, service desk solutions are also great tools for handling more advanced tasks such as asset management or incident resolution tracking. It also provides powerful integration capabilities with other services like CRM systems or cloud-based applications. These integrations make it possible for teams to access critical information in a single place instead of having to switch between different apps when trying to address customer requests efficiently.
Ultimately, high quality service desk software is designed to make IT teams more productive by simplifying complex processes and making them easier for customers to use on their own—whether through self-service portals or automation applications like chatbots—allowing them get answers faster than ever before. By implementing a modern service desk solution, companies can significantly improve their customer service experience while reducing operational costs.
Reasons To Use Service Desk Software
- Improved Efficiency: Service desk software increases the efficiency of customer service operations by automating help desk tasks and streamlining the process of tracking and responding to customer inquiries.
- Reduced Costs: By providing a centralized repository for all customer service data and activities, service desk software helps reduce labor costs associated with managing customer requests and resolving issues. Additionally, it reduces waste by eliminating redundant processes that can be automated or replaced with more efficient solutions.
- Enhanced Productivity: With service desk software in place, organizations can quickly respond to customers’ needs, accurately track open tickets or cases and ensure excellent quality of service. This results in an improved user experience while cutting down on time spent handling common IT problems.
- Improved Collaboration: Service desk solutions simplify cross-team collaboration by enabling teams to work together in real-time, which helps resolve problems faster than ever before. It also enables quick communication between departments, vendors and clients as well as ensures compliance with internal policies and regulations when handling sensitive data or complex requests.
- Increased Visibility & Control: The centralized dashboard feature provided by most service desk solutions gives organizations a clear view into how their support team is performing at any given moment in time, from current ticket status to average ticket resolution times, helping businesses gain better control over their support operations for improved results overall.
Why Is Service Desk Software Important?
Service desk software is an important tool for many organizations, as it provides essential support to users and helps maintain the efficiency of operations.
The primary purpose of service desk software is to provide a single point of contact for employees to resolve technical issues quickly and easily. Without this type of system in place, IT staff would be required to manually attend to each individual user’s needs, leading to long delays in resolving these issues. By having a service desk system in place, IT personnel can diagnose and troubleshoot problems with minimal disruption or downtime for users. In addition, service desk software makes it easier for IT staff to document information relating any given issue, including who reported the problem and what steps were taken to resolve it; thus providing a comprehensive record that can aid future resolution efforts if similar problems arise again in the future.
Furthermore, advanced service desk systems can assist with streamlining other aspects of organization operations. For instance, they can be used as an automated help desk which allows users outside of the IT department access assistance regarding their own queries without needing assistance from dedicated personnel. This not only reduces strain on internal teams but also increases customer satisfaction by reducing wait times while freeing up personnel resources that can be better spent elsewhere. Additionally, such service desks often include features such as built-in knowledge databases that allow quick resolutions of common issues–again limiting delays experienced by users waiting for answers from either internal or external sources.
Finally, since most advanced service desk systems have scalability built into them as standard features (allowing administrators to adjust settings when needed) organizations do not need expensive upgrades every time their employee base expands, making them cost-effective solutions over extended periods of time while still offering high levels of performance regardless of scale discrepancies between deployments over different sites/locations. All these benefits make clear why many companies today rely heavily on this piece of tech when it comes to efficient organization management and successful user support operations, making Service Desk Software an invaluable tool across industries today.
What Features Does Service Desk Software Provide?
- Automated Ticketing System: Service desk software typically has an automated ticketing system, which allows users to quickly report issues they may be experiencing with a product or service. This system automatically tracks tickets and organizes them in order to log and prioritize the reported issues. This helps streamline the customer support process by efficiently managing incoming requests and allowing support teams to easily identify high-priority inquiries.
- Knowledge Base: In addition to incident tracking, many service desk solutions come with a knowledge base feature. This feature provides an organized repository of information that's accessible by both customers and customer service representatives. The knowledge base can include information such as frequently asked questions, troubleshooting guides, best practices for using features of a product/service, help articles, etc., so that customers don’t need to contact customer service for every issue they experience.
- Self Service Portal: A self-service portal is another common feature included with most service desk solutions. This web-based interface allows customers to view their open tickets, check on progress updates, submit new tickets or browse through the knowledge base without having to contact customer service directly via phone or email, thereby reducing overall workloads for customer support agents.
- Reporting & Analytics: With this feature found in more advanced service desk software, managers are able to access insights into key performance indicators such as response times across channels or average resolution times so they can measure their team’s efficiency levels and take corrective measures if necessary in order to improve the overall effectiveness of their operations process & workflow management.
- Automation Tools: Automation tools like scripting are usually included in modern day service desk systems. These allow tasks like data entry and notifications about incidents/requests from customers to be automated, therefore eliminating manual labor from previously tedious processes & projects which improved productivity when it comes running project related services accordingly.
- Integrations & Connectors: Lastly, most full-fledged service desks offer powerful integrations plus connectors which makes it easier for them link together certain type of applications (dynamics 365 CRM) + many other tools used along side it while enabling companies/organizations get connected or “linked up” all depending on how complex there setup is at hand trying resolve any technical difficulties experienced while creating seamless integration between two systems (tickets various departments within a large enterprise).
Who Can Benefit From Service Desk Software?
- End-Users: Those who need technical assistance from the service desk team can benefit from the software by getting help quickly and efficiently.
- Help Desk Team Members: Service desk software allows team members to manage tickets, prioritize tasks, and assign staff or resources for each issue.
- IT Managers: IT managers can use the software to monitor team performance, access reports that help with capacity planning and budgeting decisions, as well as troubleshoot any issues with their systems.
- Business Executives: By having access to data from the service desk such as customer satisfaction rates or time spent on incidents, executives can make strategic decisions about their company's IT support services.
- Customers: With a self-service portal and chatbot features user can easily get answers to questions and solve problems right away without needing to contact a service desk representative.
- Developers & Engineers: Developers and engineers can leverage automation tools within service desks that allow them to create custom scripts in order to streamline requests so they are more efficient when addressing tickets.
How Much Does Service Desk Software Cost?
The cost of service desk software can vary greatly depending on the features you need and the number of users who will be accessing it. Generally, pricing is based on either a per-user model or a per-seat model. If you opt for the latter, you may also have to pay an additional fee for extra capacity options. Basic software packages may start around $100-$200/user or $400-$800/seat depending on the vendor, while enterprise offerings with more comprehensive capabilities and integrations tend to cost anywhere from $1000-$2000/user or $3000-$5000/seat.
These costs are typically accompanied by other one-time fees such as setup and implementation support and ongoing maintenance charges as well. Additionally, many vendors offer tiered plans that allow customers to pay more for premium features such as automated incident resolution, customization assistance, reporting tools, analytics packages and more. As a result, it's best to shop around for service desk software solutions in order to find the best value for your business needs.
Risks To Consider With Service Desk Software
The risks associated with service desk software include:
- Human errors in data entry, which can lead to inaccurate information and poor reports
- System downtime due to server crashes, power outages, or upgrades that could affect access to the system and limit user productivity
- Unauthorized access if strong security measures aren’t implemented, leaving customer data vulnerable to malicious actors
- Data loss due to hardware or software failure, natural disasters, or human error such as accidentally deleting information
- Unanticipated bugs or glitches that can corrupt data and result in lost records or incorrect reports
- Accidental release of confidential customer information, which can result in financial and legal repercussions
- Integration issues if third-party applications or platforms don’t communicate properly, leading to workflow and reporting disruption
What Does Service Desk Software Integrate With?
Service desk software typically integrates with several different types of software. Many financial management solutions, like QuickBooks, Sage and Microsoft Dynamics can easily integrate with service desk software to help businesses streamline their ticketing processes. Additionally, project management tools such as Asana and Trello can be incorporated in order to create visibility for each task associated with a ticket, as well as provide insight into the progress of projects over time. Similarly, customer relationship management (CRM) tools like Salesforce and Zendesk have integration capabilities that allow organizations to track customer interactions more efficiently. Finally, integrating your service desk system with platform-level applications such as Google G Suite or Office 365 makes it easier to access resources from any device while on the go.
Questions To Ask When Considering Service Desk Software
- What are the different service desk software options available?
- What features do each of these platforms offer and how can they be customized?
- Is there an option to integrate with existing systems, such as CRM or HRIS platforms?
- Does the service desk platform offer any mobility capabilities (e.g., mobile app)?
- How secure is the data stored in the system, and what measures have been taken to ensure data privacy?
- Are there any data retention policies and compliance regulations that need to be followed when using this platform?
- Can tickets be automatically routed based on certain criteria such as customer type or priority level?
- How intuitive is it for users to use the service desk platform and interact with it via a GUI interface?
- What kind of customer support services does the vendor provide for installation, setup, and maintenance issues?
- What are the total costs associated with choosing and implementing a service desk platform, including both up-front costs and recurring fees?