Best Service Desk Management Software for Your Business
Best service desk management software options include names like Zoho Desk, Zendesk, and Freshdesk Logo. The service desk management solutions have answers to the queries of employees and manage the entire organization.
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List of 20 Best Service Desk Management Software
Contenders | 2023
Help desk software with asset & project management
ManageEngine ServiceDesk Plus is a web-based, easy to use help desk and asset management software which integrates ticketing, asset tracking, purchasing, project management, contract management and knowledge base in one low-cost package. Read ManageEngine ServiceDesk Plus Reviews
Starting Price: Starting Price: $8 Technician/Month
Recent Review
"I used this for a good time, it's best" - Mudit Mishra
Remote PC works well for enterprises, teams, and customers. This Remote Desktop Software has a rich dashboard and plenty of features to let you connect, collaborate and control remote sessions for PC and Mac. Read RemotePC Reviews
Starting Price: Available on Request
Recent Review
"RemotePC is one of the best softwares to work remotely" - Avinash mishra
Olark is the most beautiful and effective live chat software to talk to your customers for sales and support. And we make it super easy for you! Solve customer problems before they have a chance to click away. Read Olark Reviews
Starting Price: Starting Price: $17 Agent/Month
Recent Review
"Easyness of Olark" - Naveen Pabreja
Viewabo is a fully featured Help Desk Software designed to serve SMEs, Startup, Agencies, Enterprises. Viewabo provides end-to-end solutions designed for Web App. This Help Desk System offers Dashboard, Feedback Management, Survey Management, Reporting/Analytics, Remote Access at one place. Learn more about Viewabo
Starting Price: Starting Price: $30 Per Month
Category Champions | 2023
Freshservice is a cloud based ITSM Solution
Freshservice is a cloud based ITIL Service Desk & IT Service Management (ITSM) solution that adds user experience on top of powerful Ticketing & Asset Management capabilities serving more than 20000 customers worldwide. Read Freshservice Reviews
Starting Price: Starting Price: $19.43 Agent/Month Billed annually
Recent Review
"Good " - Pinky Subhash Chandra Agarwal
| Pros | Cons |
|---|---|
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Product is easy to use. Convenient and simple to understand, even for a fresher. |
Canned response feature, Escalation feature can be improved as of now. |
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Ease of use and its varied set of features. |
ITIL alignment. |
HubSpot Client Management Software helps to business to keep the complete eye on each and every leads and touch point with those leads to track the lead status. Hubspot lead scoring system helps sales team reduce the time and efforts in filtering out the bulk lead. Read Hubspot CRM Reviews
Starting Price: Starting Price: $45 Per Month
Recent Review
"HubSpot CRM review" - Val R
| Pros | Cons |
|---|---|
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Easy navigation, Transparency, No hassels in data addition. Remarks added by anyone can be viewed by anybody in a sales heirarchy |
Faced only once con - lead source details had to be entered twice to register, despite adding the same at initial level |
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Automation and integration made easy |
need to fasten their customer response |
SolarWinds is a database software that includes remote access, asset tracking, backup, and monitoring. This DBMS has a nice user interface. It database system is trusted by a lot of users to create, retrieve, update and manage their data. Read SolarWinds Reviews
Starting Price: Starting Price: $2995 Onetime
Recent Review
"Capable part of any major corporate surveillance strategy" - Aditya Pathak
| Pros | Cons |
|---|---|
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Alerting, Reporting, Alerting, Large network element vendor support, Support for the cloud and on-site |
You need to make the interaction between nodes in the map editor more intuitive. Warnings of nodes should be more straightforward to recognize and erase. |
BMC software helps you gain visibility, compliance, and control of your IT assets to reveal the true value they deliver. BMC is the delightful cloud-based solution for the asset management. Read BMC Software Reviews
Starting Price: Available on Request
Recent Review
"Good software tools but limited support " - Venkatakrishnan Ramaswamy
| Pros | Cons |
|---|---|
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Bmc Helix Discovery, BMC Truesight are good solutions and worth the money |
Bmc Remedy is built on top of ARSystem which is a legacy solution and affects the scalability of the overall solution |
Happyfox is a web-based help desk software hosted on the cloud. It tracks and manages customer request coming from multiple channels like email, phone, facebook and chat through a centralized helpdesk ticket management system. Read HappyFox Reviews
Starting Price: Starting Price: $19 Staff /Month
Recent Review
"Excellent Product" - Mehul Shah
Category Champions | 2023
Jira is a issue tracking software, developed by Atlassian. It provides bug tracking, issue tracking, and project management feature for small, medium and large team. Read Jira Reviews
Starting Price: Starting Price: $10 Per Month
Recent Review
"Jira review" - JAIME MEJIA
| Pros | Cons |
|---|---|
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It is a fairly rigid tool that, if you know how to use it, can show good metrics for both the scrum master and the developers. |
at first it can be a bit complicated to use, it has many rules and it takes time to learn all of them |
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It's integration with Slack or teams. It makes it so easier to send alerts regarding various deployment activities |
We need full fledged mobile app |
Managing your project portfolio isn't easy! Cherwell project portfolio management software goes beyond simple planning and collaboration and aligns all your projects with key strategic corporate objectives with instant visibility & status across projects Learn more about Cherwell
Starting Price: Starting Price: $150 Per Month
Ivanti IT Asset Management (ITAM) is a complete and best asset management software designed for small and medium businesses. It is a business practice that includes overseeing and enhancing the buy, arrangement support, use, and transfer of software resources within an association. Read Ivanti IT Asset Management Reviews
Starting Price: Available on Request
Recent Review
"Ivanti Asset Bar Coding Scanning v1" - Ivanti Freelance Consultant
| Pros | Cons |
|---|---|
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Bar Code Scanning |
Only support some Android Based Scanners |
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The major advantage of this software is that is can be customized as per your need and requirement. This way it can be suited to all sorts of organizations including SMS and enterprises. Another major feature is its 8 different languages versions. |
Happy with its help. |
Category Champions | 2023
#1 CRM & support solution for growing businesses
Salesforce makes it easy for small businesses and startups build stronger client relationships with an all-in-one sales and support solution that is easy to use, setup, and maintain - Best client management software with standard cost. Read Salesforce Reviews
Starting Price: Starting Price: $25 User/Month
Recent Review
"Best CRM Management Tool For Enterprises" - Sabish Chaurasia
| Pros | Cons |
|---|---|
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The Salesforce CRM solution is available only for software-as-a-service (SaaS) deployment. In addition, this Salesforce app provides a technology stack that covers database and security as well as workflow and user interfaces. |
Nothing as such. It is just a very helpful and productive tool for us |
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We can easily track project status, customer interaction status. We can produce customizable reports and dashboards. |
Sometimes it gives error and poor customer service experience. |
Service Desk is a fully featured Help Desk Software designed to serve Enterprises, SMEs. Service Desk provides end-to-end solutions designed for Macintosh. This online Help Desk system offers Ticket Management, Automated Routing, Change Management, Problem Management, Availability Management at one place. Learn more about InvGate Service Desk
Starting Price: Available on Request
PhaseWare Tracker is the solution for customer support system. That provides online support use advanced reporting to improving customer interaction and performance and dynamically reports tool that built direct into our application. Learn more about PhaseWare Tracker
Starting Price: Starting Price: $49 User/Month
Contenders | 2023
IBM IT service desk solutions provide a single, unified platform to manage multiple service management best-practice processes. They help your organization go beyond traditional manual processes to add automation, mobility, enhanced visibility and analytic insights to your IT service management. Read IBM IT service desk Reviews
Starting Price: Available on Request
Contenders | 2023
Zendesk builds software for better customer relationships. People interact with businesses every day across multiple channels like email, phone, live chat, and social media. Zendesk brings all this together in one beautifully simple help desk software platform, enabling you to create more meaningful and productive relationships with your customers. Read Zendesk Reviews
Starting Price: Starting Price: $5 Agent/ Month
Recent Review
"Zendesk review" - Lokendra
| Pros | Cons |
|---|---|
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It's fast than other. Low latency |
Creating view option should be enhanced |
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The best thing about Zendesk is that being a cloud platform, its implementation and customization was very fast. It also offers us the possibility of receiving incidents from our clients from a web page or from an email. |
The knowledge base that can be built with the history of the incidents is not the most optimal, I think that at this point there is an opportunity for significant improvement. |
Emergents | 2023
Atera IT is a process automation software that helps MSPs and IT service providers of all sizes with integration, automation, and business processes. This cloud-based software offers Backup and Recovery, Billing & Invoicing, and Issue Management. Learn more about Atera
Starting Price: Starting Price: $99 Per User
Category Champions | 2023
SysAid is an ITSM, Service Desk and Help Desk software solution that integrates all of the essential IT tools into one product. Its rich set of features include a powerful Help Desk, IT Asset Management, and other easy-to-use tools for analyzing and optimizing IT performance. Read SysAid Reviews
Starting Price: Available on Request
Recent Review
"Good and essential tool for ticketing purpose" - Prachi Kurane
| Pros | Cons |
|---|---|
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Able to assign multiple tickets at a time. Can easily create, update, close, resolve tickets. provides breadth of services and can customize some options as per requirement |
It logs you out every 10 mins if not in use. |
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Easy and user friendly tool for ticketing purpose. This tool can be linked to other software for generating automatic tickets. Can link incidents to problem and change management tickets. Can assign multiple tickets at a time |
Sysaid logs you out every 10mins if not in use. Sometimes tickets are not generated for alerts received on monitoring tools. |
Servicenow is the award-winning solution for the asset management, helps to track the finance, contract, inventory etc. It serves non-IT assets too for the hardware and infrastructure firm. Having a separate system for the virtual work like time-consuming, intensive, error-prone. Read ServiceNow Asset Management Reviews
Starting Price: Available on Request
Recent Review
"Integrated Tool for HelpDesk, GRC and Asset " - Sushil Nahar
| Pros | Cons |
|---|---|
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ServiceNow CMDB, with useful features like Network Detection, Schedule Asset Discovery and tracking of installed software |
Price on the higher side, cloud based only |
Recent Review
Until 31st Mar 2023
With a broader approach to IT management, service desks help establish and implement the changing business technology needs. The rapidly changing IT landscape requires that customers' needs are addressed adequately and within a stipulated time.
Organizations using service desk management software have managed to reduce their resolution times by an average of 16%. Service desk software uses key insights to generate customer surveys that help get an in-depth understanding of their needs.
To stay ahead of the curve, it is necessary that organizations realize the importance of an IT service desk. Let us try and understand how does a service desk software work -
What is Service Desk Management Software?
A service desk management software acts as a technical backbone for enterprises by allowing them to implement workflows for internal support operations. It empowers customer service teams with tools that automate and organize ticket management and reporting issues.
The service desk software helps keep track of customer queries, reassign them to appropriate departments, and generate reports. Moreover, it acts as a single point of contact and serves communication needs for all departments.
With real-time visibility and clear-cut service level agreements, administrators can set up auto-responders, automatically assign tickets to departments and develop a sound knowledge base. The software also generates exhaustive reports which allow easy redressal of issues and track growth metrics.
Features of Service Desk Management Software
1. Incident Lifecycle Management
Incident lifecycle management helps users collaborate with teams from a single screen. A service desk management software has solutions to issues that can be used by both support agents and end-users. Moreover, users can seek support via multiple channels such as e-mail, mobile app, and feedback widgets. The tool categorizes tickets on historical ticket data. It also helps automate ticket prioritization with workflow automation based on urgency and impact. The tickets are auto-assigned to agents/groups while ensuring that the ticket is not lost.
2. SLA Management
Service Level Agreement Management is essential to assign tasks to employees and fulfill client requirements. The tool helps define task deadlines and also ensure timely resolution of issues. Service desks help group services as per their source, group, type, and ticket priority. These tools send notifications about SLA breaches by pre-defining automation rules to suit customer’s ticket priorities.
3. Service Catalog
The service catalog provides a list of items to customers to choose from. End-users can simplify the search process with the help of a searchable end-user portal. Users can find the availability of services, be notified if an item is unavailable, borrow service items temporarily, and plan purchases based on insights from the service catalog. Moreover, users can also customize the service catalog and configure the fields based on their needs. The tool also supports workflow automation. It keeps all stakeholders informed with timely notifications. Also, it takes up prioritized requests and improves service delivery with SLAs.
4. Automation & AI/ML
A service desk management software allows auto-assigning of tickets and setting up multi-level approvals. Moreover, workflow automators create workflows that trigger webhooks when an event occurs. Ticketing software allows organizations to define trigger rules and escalate tickets automatically and send notifications about SLA breaches.
5. Self- service Portal
A self-service portal allows employees to raise tickets from the portal and keep track of it. It helps reduce agent workload by providing a smart-knowledge for customers. The portal also simplifies the request fulfillment process and eliminates errors. Moreover, it offers multiple services for departments via a user-friendly service catalog so users can place and receive requests in real-time.
Benefits of Service Desk Management Software
Here are some of the benefits provided by a service desk management software-
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Customers can get visibility of all tickets and track their progress with a single glance at the dashboard. It empowers end-users to resolve their IT issues from the self-service portal with a simple search.
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The SLA Management tool keeps track of performance and supports teams working in different time zones by setting targets according to their business centers. It also helps tweak the task calendar as per the global holiday list for smooth service desk operations.
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With the service catalog, businesses can personalize the end-user experience and enable smooth discovery. Achieving this is possible by customizing service item visibility as per departments and teams.
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Automation helps organizations gain visibility by keeping track of performance and fulfilling requests on time. A service desk software ensures an organization misses no event by automating the entire workflow.
IT Service Desk Best Practices
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Experience the Service Desk Experience
Leaders should have a one-on-one experience with the service desk for a better understanding of customer needs. Moreover, managers can also train their team to know about a customer’s experience when he/she uses the service desk. Organizations experiencing the service desk get the real context of the data within metrics. It will also help in making positive and timely decisions about the service desk software.
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Align Service Desk With Customer Expectations
Despite rapid and unexpected changes in the IT sector, customers expect immediate access to services and answers. Some customers wish to bypass the process as they feel a service desk is not enough to solve their queries.The idea is to evaluate and improve the service desk capabilities thoroughly. Organizations can resolve these issues by customer surveys and ticket follow up. Moreover, a consistent survey process will help gauge the performance of the service desk. Also, enterprises can use Service Level Agreements (SLAs) to ensure efficient and timely delivery.
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Easy Access to Knowledge Base
Managers must work on reducing the gap between the knowledge base and customers. Improving the First Contact Resolution Rate can increase customer satisfaction. To achieve higher FCR, organizations can implement automation techniques and create more knowledge documents. This will allow users to solve all problems without a technician’s support.
Service Desk Vs. Help Desk
Let us have a look at the differences between a service desk and a help desk:
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Service Desk |
Help Desk |
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A service desk is based on the underlying concept of “managing |
A help desk provides the end-user with information related |
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A service desk helps in incident management and also addresses |
A help desk is focussed primarily on incident management. |
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A service desk is a part of the IT services and IT support ecosystem. |
A help desk is an add on to the existing IT activities framework. |
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A service desk helps in taking strategic actions across organizations. |
A help desk is well-versed in executing tactical actions. |
Things to Keep in Mind before Buying a Service Desk Software
1. Usability
It is essential to ensure that the software is easy to use. A new tool requires adjustment, and transitioning the entire team is not a simple decision. An ideal service desk software must have an intuitive interface and should be simple to use.
Moreover, it should allow users to make workflow changes without contacting the administrator or account manager. Customers should check out a demo or trial and buy the best fit for their team.
2. Customization and Integration
Customers should make a note of the tools they will be using with their ticketing software. A support software must allow integration with a customer’s must-have tools. Also, it should provide options to customize the entire set-up. By customizing dashboards, reports, and self-service areas, businesses can give all-round support to their clients.
3.Security
With all the private customer and team information stored on the service desk, a secure tool is necessary. Organizations should look for a tool that allows role-based sharing and limits access to specific people. More importantly, customers should look for a service desk with two-factor authentication to prevent unauthorized access. Businesses can also look for service desks, GDPR, and HIPAA compliant, according to their data and geographic location.
4. Adequate Customer Support
Customers should look for a service desk software that offers sufficient support when setting up. Vendors provide different levels of support, depending on the plan. Customers should do thorough research and also keep an account of additional costs. They can also send in a test-email or start a support chat and gauge the response they get. Was the response within a stipulated time? Did it address all the concerns? If the answer to these questions is yes, the software works just fine!
5. Easy Collaboration
Organizations should look for a tool that helps in easy-collaboration between team members. A tool that keeps employees on the same page and prevents customer conversations from getting lost will help serve clients in a better manner. A service desk with collaboration features will generate warnings if two agents are in the same conversation, to avoid sending double replies to the customer. It will also help mention other team members to prevent problems and keep all members updated.
6. Queue Management
The support team gets a lot of similar queries from new users. A service desk management software that helps save crafted replies will help handle queries efficiently and save time. Saved replies can easily answer questions like password resets and questions about a specific product feature. Thus, a support ticket software that helps organizations stay on top of their queues and has a feature for storing replies is a must.
7. Self- Service Options
An essential aspect of customer support is to let your customers become independent. Software vendors that set up a knowledge base or provide an FAQ section help customers save time and improve their bottom line. 81% of customers will try and look for solutions before they reach out to the support team. Also, it will help reduce an agent’s time and satisfy customers.
8. Allows Automation
Automation can help businesses provide personalized assistance to customers. With automated workflows, teams can sort out the top priority support requests and give quicker replies. For example, if a set of customers pointed out a bug in the software and the development team has fixed it, the automation feature will generate an e-mail and send it to the customers. Over the time as the customer base for an organization grows, it will help them organize queues and eliminate manual work.
9. Tagging Feature
A good support ticket software allows the easy organization of customer conversations. The tagging feature supports efficient management of replies, the ability to tag conversations, and reporting issues. Moreover, tags can also be used to produce track reports and measure success parameters.
Growth Metrics
A good ticketing software helps figure out the loopholes and strengths in an organization’s business operations. It helps uncover insights without the hassle of understanding complex spreadsheets. Moreover, a service desk uses metrics to figure out customers’ most frequently asked about topics, response times, team’s busiest hours, and the number of customers accessing the knowledge base articles- and which ones.
Organizations should look for software that helps translate these metrics into reports and allows easy sharing of these reports. Also, the software should have options for advanced filtering, the ability to save custom views, and export options to help organizations access data outside the software.
With a plethora of benefits, service desk management software is the perfect solution for businesses looking forward to providing extraordinary customer services and scaling their operations. Did we miss out on any aspect of the software, let us know in the comment sections below!