# Best Service Desk Software - Page 4 ## How Many Service Desk Software Products Does G2 Track? **Total Products under this Category:** 136 ### Category Stats (Jul 2026) - **Average Rating:** 4.35/5 (↑0.01 vs Jun 2026) The average rating of products in this category, based on all submitted ratings - **Top Trending Product:** Alloy Navigator (+0.48%) - Among all products in this category, Alloy Navigator recorded the largest rating increase compared to last month _Last updated: July 31, 2026_ ## How Does G2 Rank Service Desk Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 14,300+ Authentic Reviews - 136+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## G2 Grid® for Service Desk Software ![G2 Grid® for Service Desk Software plotting products by satisfaction and market presence](https://www.g2.com/categories/service-desk/grids.png?focus%5B%5D=71310&focus%5B%5D=5231&focus%5B%5D=16222&focus%5B%5D=2864&focus%5B%5D=1404685&focus%5B%5D=929&focus%5B%5D=2001&focus%5B%5D=2647) Highlighted products: ServiceNow IT Service Management, Jira Service Management, Atera, Freshservice, monday service, Autotask, SolarWinds Service Desk, and SysAid. Underlying data: [Grid® JSON](https://www.g2.com/categories/service-desk/grids.json?focus%5B%5D=servicenow-it-service-management&focus%5B%5D=jira-service-management&focus%5B%5D=atera&focus%5B%5D=freshservice&focus%5B%5D=monday-service&focus%5B%5D=autotask&focus%5B%5D=solarwinds-service-desk&focus%5B%5D=sysaid) **Sponsored** ### UserGuiding UserGuiding is a no-code product adoption platform for teams who need users to reach value on their own, without a support ticket or a training call. You build in-app guidance inside your own product using a visual editor and a Chrome extension, with no engineering ticket. Interactive guides and walkthroughs, onboarding checklists, tooltips, hotspots, banners and announcement modals, each targeted to segments you define from user attributes and events. One platform for the whole adoption loop. Onboard users, see where they stall, ask them why, collect what they want built next, show them what you committed to, then announce it in-app when it ships. Self-serve help: a standalone multilingual Knowledge Base, a Resource Center widget inside your product, and an AI Assistant that answers your users' questions conversationally from your own content. Deflect tickets without adding headcount. Feedback and evidence: in-app surveys and NPS targeted to the right users at the right moment, analytics on every guide, checklist and survey, and Session Replay to see exactly where users stall. Custom Alerts flag a material that stops performing, instead of you finding out at the monthly review. Feature requests and public roadmap: your users submit ideas inside your product and vote on each other's. Everything lands in an inbox you approve before anything goes public. What you pick moves onto a public roadmap in status columns you name yourself, and when it ships it becomes an update post on the same page the request started on. AI-native access: UserGuiding ships an MCP server, so you can query your own adoption data straight from Claude, Cursor or any MCP client rather than exporting spreadsheets. The 1:1 onboarding program: twelve weeks, one hour a week, someone from our team on a call with yours, building in your account instead of handing you a plan. Each session takes one piece of your user journey and gets something live. UserGuiding is the only product adoption platform that includes a weekly 1:1 onboarding program at no additional fee. Everywhere else, hands-on implementation is a paid services engagement or reserved for enterprise contracts. You can see what UserGuiding costs without booking a call. Plans start at $174 per month billed annually. Enterprise adds SAML SSO, activity logs, migration support, and SOC 2, GDPR and HIPAA compliance. More than 1,000 companies use UserGuiding, which holds 4.7 stars across 772 G2 reviews, most often praised for how quickly it goes live. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=82&secure%5Bchosen_at%5D=2026-07-31T22%3A51%3A28Z&secure%5Bdisplayable_resource_id%5D=10&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=neighbor_category&secure%5Bplacement_resource_ids%5D%5B%5D=10&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=85720&secure%5Bresource_id%5D=82&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fservice-desk%3Fpage%3D4&secure%5Btoken%5D=9ae2e22fd5f038ac6869be837c2c7f917b2dc5e756aeda0570f031f5714d98d6&secure%5Burl%5D=https%3A%2F%2Fuserguiding.com%2F%3Futm_source%3Dg2%26utm_medium%3Dcpc%26utm_campaign%3Dg2_cpc&secure%5Burl_type%5D=custom_url) ### [Mint Service Desk](https://www.g2.com/products/mint-service-desk/reviews) Mint Service Desk is a certified and personalized ITSM software that guarantees the highest level of ticket management. The intuitive interface allows you to easily handle all incidents, and due to the automatic identification of IT assets in the network, it is possible to immediately access complete, accurate, and up-to-date data at any time. What's more, the system provides an advanced SLA function, the ability to track the Agent's working time, API, and the option of creating reports based on incidents, assets, or users. Mint Service Desk is also compatible with ITIL®️4 and tailored to the individual needs of companies. **Average Rating:** 4.8/5.0 **Total Reviews:** 15 #### How Do G2 Users Rate Mint Service Desk? - **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 9.6/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 9.3/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 8.8/10 (Category avg: 8.3/10) #### Who Is the Company Behind Mint Service Desk? - **Seller:** [OPGK Rzeszow S.A.](https://www.g2.com/sellers/opgk-rzeszow-s-a) - **HQ Location:** Rzeszow, Subcarpathia - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b652ab0e65e76f233bdedd2adca0a484a62b0d14aeef3d712148483a1fda5041&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fmint-service-desk%2F&secure%5Burl_type%5D=linkedin_company_website) 11 employees on LinkedIn® - **Ownership:** OPGK Rzeszów #### Who Uses This Product? - **Top Industries:** Information Technology and Services - **Company Size:** 53% Small, 35% Medium #### What Are Recent G2 Reviews of Mint Service Desk? **["Very functional software, excellent adaptation to my business"](https://www.g2.com/survey_responses/mint-service-desk-review-9956594)** **Rating:** 5.0/5.0 stars _— GABRIELA M._ [Read full review](https://www.g2.com/survey_responses/mint-service-desk-review-9956594) **["Easy Setup, Solid Ticket Management with Clear Pricing"](https://www.g2.com/survey_responses/mint-service-desk-review-12790223)** **Rating:** 4.5/5.0 stars _— Pragmatico GTM Data C._ [Read full review](https://www.g2.com/survey_responses/mint-service-desk-review-12790223) #### What Are G2 Users Discussing About Mint Service Desk? - [What are the components of a successful service desk?](https://www.g2.com/discussions/what-are-the-components-of-a-successful-service-desk) - [What are the benefits of the service desk function?](https://www.g2.com/discussions/what-are-the-benefits-of-the-service-desk-function) - 1 comment - [What does service desk software do?](https://www.g2.com/discussions/mint-service-desk-what-does-service-desk-software-do) - 1 comment - [What are the features of help desk software?](https://www.g2.com/discussions/what-are-the-features-of-help-desk-software) - 1 comment ### [Web+Center](https://www.g2.com/products/web-center/reviews) What is Web+Center? Web+Center is a Business Service Management Platform capable of building your own SaaS business apps with data from any source. Web+Center incorporates a robust drag and drop process and application builder giving end users (including non technical) the power to develop the systems they need to run their business. Giving non-technical users the ability to build business workflows and apps on top of your current technology stack. All apps today are hard coded and expensive to configure. Web+Center is the other way around, you bend Web+Center for you. At the foundation is a robust IT Service and Asset Management backbone that flips traditional SaaS on its head. **Average Rating:** 4.6/5.0 **Total Reviews:** 21 #### How Do G2 Users Rate Web+Center? - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 6.7/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 6.7/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 6.7/10 (Category avg: 8.3/10) #### Who Is the Company Behind Web+Center? - **Seller:** [Internet Software Sciences](https://www.g2.com/sellers/internet-software-sciences) - **Year Founded:** 1995 - **HQ Location:** Los Altos, CA - **Twitter:** @InetSciences 18 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a74165fa14d7e60911a4b15174d3da40ff76830865c528b38249a6b1748ea5a4&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2436855%2F&secure%5Burl_type%5D=linkedin_company_website) 2 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Information Technology and Services - **Company Size:** 48% Medium, 43% Small #### What Are Recent G2 Reviews of Web+Center? **["Web+Center"](https://www.g2.com/survey_responses/web-center-review-4314774)** **Rating:** 5.0/5.0 stars _— Rich D._ [Read full review](https://www.g2.com/survey_responses/web-center-review-4314774) **["It works well!"](https://www.g2.com/survey_responses/web-center-review-443936)** **Rating:** 4.5/5.0 stars _— Dakota M._ [Read full review](https://www.g2.com/survey_responses/web-center-review-443936) #### What Are G2 Users Discussing About Web+Center? - [What is Web+Center used for?](https://www.g2.com/discussions/what-is-web-center-used-for) ### [Halo Service Desk](https://www.g2.com/products/halo-service-desk/reviews) Halo Service Desk provides ITIL aligned service desk software that can be installed on premise or in the cloud. Through over 20 years of experience, Halo Service Desk has been developed to offer a feature rich application whilst maintaining a simple to use interface Transform legacy ways of working into modern intuitive workflows, empower teams to deliver excellent service to customers and employees repeatedly. Standardise your processes and gain valuable analytics to align IT to the business needs in a single all-inclusive, unlimited IT service desk solution. Features include: incident, problem and change management, asset management, service catalogue, telephony integration, dashboard reporting and self-service portal. **Average Rating:** 4.5/5.0 **Total Reviews:** 17 #### How Do G2 Users Rate Halo Service Desk? - **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 9.5/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.3/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 8.1/10 (Category avg: 8.3/10) #### Who Is the Company Behind Halo Service Desk? - **Seller:** [Halo Service Solutions](https://www.g2.com/sellers/halo-service-solutions) - **Year Founded:** 1994 - **HQ Location:** Stowmarket, England - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d87348f63fe6a103b77d75b3a24e600ce1d8345b771b5db9fd6add5d120e6cd4&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2083634%2F&secure%5Burl_type%5D=linkedin_company_website) 294 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 47% Small, 41% Medium #### What Are Recent G2 Reviews of Halo Service Desk? **["Excellent Service Desk Software"](https://www.g2.com/survey_responses/halo-service-desk-review-7842489)** **Rating:** 5.0/5.0 stars _— Iain L._ [Read full review](https://www.g2.com/survey_responses/halo-service-desk-review-7842489) **["Easy Ticket Management and SLA Tracking Made Simple"](https://www.g2.com/survey_responses/halo-service-desk-review-12626876)** **Rating:** 4.0/5.0 stars _— James W._ [Read full review](https://www.g2.com/survey_responses/halo-service-desk-review-12626876) ### [Infraon Desk](https://www.g2.com/products/infraon-desk/reviews) AI-driven Service Management system to automate business processes and service delivery through an ITIL based service Desk system, available in SaaS and on-premise. Certified on 13 ITIL v3 processes by PINK Elephant / PINK Verify. **Average Rating:** 4.6/5.0 **Total Reviews:** 27 #### How Do G2 Users Rate Infraon Desk? - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 9.3/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.9/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 9.0/10 (Category avg: 8.3/10) #### Who Is the Company Behind Infraon Desk? - **Seller:** [Infraon](https://www.g2.com/sellers/infraon) - **Year Founded:** 2021 - **HQ Location:** San Francisco, CA - **Twitter:** @infraoncorp 93 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=58c6422c5e91b001c15870454c8fa5030f41a2382a89820b6b36219bb06a65a0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Finfraon%2F&secure%5Burl_type%5D=linkedin_company_website) 18 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Computer & Network Security - **Company Size:** 52% Medium, 30% Large #### What Are Recent G2 Reviews of Infraon Desk? **["Everest Infraon Desk is the decent ITSM solution"](https://www.g2.com/survey_responses/infraon-desk-review-7401011)** **Rating:** 4.5/5.0 stars _— Chinmay C._ [Read full review](https://www.g2.com/survey_responses/infraon-desk-review-7401011) **["The Infraon Desk is user friendly and easier to understand and access."](https://www.g2.com/survey_responses/infraon-desk-review-7431402)** **Rating:** 5.0/5.0 stars _— Chethan M._ [Read full review](https://www.g2.com/survey_responses/infraon-desk-review-7431402) #### What Are G2 Users Discussing About Infraon Desk? - [What is Infraon Desk used for?](https://www.g2.com/discussions/what-is-infraon-desk-used-for) ### [SolarWinds Web Help Desk](https://www.g2.com/products/solarwinds-web-help-desk/reviews) SolarWinds® Web Help Desk® (WHD) is designed as easy-to-use help desk and service desk ticketing and asset management software, that helps IT technicians and help desk support members simplify and streamline support from initial request to resolution. Key Features: • Single web interface to manage all support requests with ability to group tickets by request type, priority, client, and more • Easy-to-use ticketing system that uses rules to automate creating, routing, assigning, and tracking of tickets • A pragmatic approach to applying ITIL best practices with the flexibility to make it work for your environment • Automate and schedule discovery of hardware and software assets in your IT infrastructure, and track asset history including ownership and related service requests • Built-in knowledge base for creating FAQ and knowledge base articles to assist your help desk team and promote self-service to end users **Average Rating:** 3.9/5.0 **Total Reviews:** 59 #### How Do G2 Users Rate SolarWinds Web Help Desk? - **Has the product been a good partner in doing business?:** 8.1/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.7/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.7/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 7.1/10 (Category avg: 8.3/10) #### Who Is the Company Behind SolarWinds Web Help Desk? - **Seller:** [SolarWinds Worldwide LLC](https://www.g2.com/sellers/solarwinds-worldwide-llc) - **Year Founded:** 1999 - **HQ Location:** Austin, TX - **Twitter:** @solarwinds 19,570 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a1765c38bb6352c68352819e76f659e536738a569e70b5125a52a054a2348dc6&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F166039%2F&secure%5Burl_type%5D=linkedin_company_website) 2,824 employees on LinkedIn® - **Ownership:** NYSE: SWI #### Who Uses This Product? - **Top Industries:** Information Technology and Services, Education Management - **Company Size:** 62% Medium, 22% Large #### What Do G2 Reviewers Say About SolarWinds Web Help Desk? _AI-generated summary from verified user reviews_ ##### Pros - Users find the **ease of use** of SolarWinds Web Help Desk to be straightforward and intuitive. ##### Cons - Users report **outdated features** in SolarWinds Web Help Desk that often fail to function as intended. - Users find the **missing features** in SolarWinds Web Help Desk detrimental to their overall experience and efficiency. - Users experience **outdated interface** issues that lead to problems with functionality and user satisfaction. #### What Are Recent G2 Reviews of SolarWinds Web Help Desk? **["Efficient Ticket Management and Workflow Automation for IT Support Operations"](https://www.g2.com/survey_responses/solarwinds-web-help-desk-review-12851149)** **Rating:** 4.0/5.0 stars _— Thisal R._ [Read full review](https://www.g2.com/survey_responses/solarwinds-web-help-desk-review-12851149) **["Decent ticketing solution for low Budget"](https://www.g2.com/survey_responses/solarwinds-web-help-desk-review-11326908)** **Rating:** 4.0/5.0 stars _— Harshvardhan K._ [Read full review](https://www.g2.com/survey_responses/solarwinds-web-help-desk-review-11326908) #### What Are G2 Users Discussing About SolarWinds Web Help Desk? - [What is SolarWinds Web Help Desk used for?](https://www.g2.com/discussions/what-is-solarwinds-web-help-desk-used-for) - [What is SolarWinds software?](https://www.g2.com/discussions/solarwinds-web-help-desk-what-is-solarwinds-software) - [How does help desk software work?](https://www.g2.com/discussions/how-does-help-desk-software-work) - [How do I install SolarWinds Web Help Desk?](https://www.g2.com/discussions/how-do-i-install-solarwinds-web-help-desk) - [What is SolarWinds Web Help Desk?](https://www.g2.com/discussions/what-is-solarwinds-web-help-desk) ### [Xurrent ITSM](https://www.g2.com/products/xurrent-itsm/reviews) Xurrent is an AI-powered service and operations management platform that unifies ITSM, IT operations, and incident management on a single system of record. With an always-on AI fabric and deep automation, Xurrent helps teams eliminate silos, reduce MTTR, and keep the business running smoothly. **Average Rating:** 4.6/5.0 **Total Reviews:** 83 #### How Do G2 Users Rate Xurrent ITSM? - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.3/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.6/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 8.6/10 (Category avg: 8.3/10) #### Who Is the Company Behind Xurrent ITSM? - **Seller:** [Xurrent](https://www.g2.com/sellers/xurrent) - **Company Website:** www.xurrent.com - **Year Founded:** 2010 - **HQ Location:** Santa Barbara, US - **Twitter:** @4me 250 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b32f9214e90dab74973cbde38ad788cfccabe9b8d5f3a6fb5bbeade42b9a5a3b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fxurrent%2F&secure%5Burl_type%5D=linkedin_company_website) 174 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Information Technology and Services, Insurance - **Company Size:** 51% Large, 30% Medium #### What Do G2 Reviewers Say About Xurrent ITSM? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of Xurrent ITSM, benefiting from a seamless and intuitive interface. - Users commend Xurrent ITSM for its **effective service delivery and scalability** , driving efficiencies across various departments. - Users value the **collaborative features** of Xurrent, enhancing service delivery and support through seamless integration and communication. - Users value the **intuitive user interface and seamless integration** of Xurrent ITSM, enhancing their overall experience and efficiency. - Users commend the **intuitive user interface** of Xurrent ITSM, enhancing incident management and service requests effortlessly. ##### Cons - Users express frustration over **limited features** in Xurrent ITSM, wishing for more advanced capabilities and improved documentation. - Users find Xurrent ITSM lacks **dynamic API lookups** and advanced features, making data management and reporting cumbersome. - Users find the **outdated interface** of Xurrent adds a dated feel, but improvements are on the way. - Users find the **steep learning curve** with Xurrent ITSM challenging, requiring time to adapt to its updates and features. - Users are frustrated by the **frequent bugs** in Xurrent ITSM, making it difficult to keep up with updates. #### What Are Recent G2 Reviews of Xurrent ITSM? **["Diamond in a rough"](https://www.g2.com/survey_responses/xurrent-itsm-review-11661901)** **Rating:** 5.0/5.0 stars _— George E._ [Read full review](https://www.g2.com/survey_responses/xurrent-itsm-review-11661901) **["Practical intuitive ITSM with continuous improvements"](https://www.g2.com/survey_responses/xurrent-itsm-review-11662894)** **Rating:** 5.0/5.0 stars _— Nils L._ [Read full review](https://www.g2.com/survey_responses/xurrent-itsm-review-11662894) #### What Are G2 Users Discussing About Xurrent ITSM? - [What is 4me used for?](https://www.g2.com/discussions/what-is-4me-used-for) ### [iSupport Software](https://www.g2.com/products/isupport-software/reviews) iSupport Service Desk helps you to automate incident, problem, change management, reporting, knowledge, asset, end user self help, approval processes, customer surveys and advanced email processing. We leverage your current investments in Microsoft technologies such as Active Directory, SQL, WMI and more. Available for both on premises and hosted. **Average Rating:** 4.2/5.0 **Total Reviews:** 22 #### How Do G2 Users Rate iSupport Software? - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.3/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 10.0/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 7.5/10 (Category avg: 8.3/10) #### Who Is the Company Behind iSupport Software? - **Seller:** [iSupport Software](https://www.g2.com/sellers/isupport-software) - **Year Founded:** 1992 - **HQ Location:** Vancouver, WA - **Twitter:** @iSupportTech 1,483 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5e094a442c84ae8cd8a21147c4c46fc471f24aace6dd8356b6124298171eaf5d&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1191688%2F&secure%5Burl_type%5D=linkedin_company_website) 14 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Information Technology and Services - **Company Size:** 50% Medium, 32% Large #### What Are Recent G2 Reviews of iSupport Software? **["Easy to use and best features"](https://www.g2.com/survey_responses/isupport-software-review-6706290)** **Rating:** 4.5/5.0 stars _— Akshay I._ [Read full review](https://www.g2.com/survey_responses/isupport-software-review-6706290) **["It’s user friendly"](https://www.g2.com/survey_responses/isupport-software-review-9718416)** **Rating:** 5.0/5.0 stars _— Jigna P._ [Read full review](https://www.g2.com/survey_responses/isupport-software-review-9718416) #### What Are G2 Users Discussing About iSupport Software? - [What is iSupport Software used for?](https://www.g2.com/discussions/what-is-isupport-software-used-for) ### [Eden](https://www.g2.com/products/eden-eden/reviews) Eden is a comprehensive SaaS platform built to help Workplace, People Operations, and IT teams work wonders. Eden offers user-friendly workplace experience tools designed with the employee experience and new world of work in mind. The product suite includes Desk Booking, Visitor Management, Internal Ticketing, Room Scheduling, and Deliveries. Eden’s tools allow teams to consolidate all workplace experiences needs into one integrated platform, creating a delightful, simplified employee experience. Eden is based in San Francisco and investors include Y Combinator, Bessemer Venture Partners, Fifth Wall, S28 Capital, Reshape and JLL. Eden’s mission is to create a better place to work, for everyone. **Average Rating:** 4.7/5.0 **Total Reviews:** 91 #### How Do G2 Users Rate Eden? - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 9.0/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 9.4/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 7.7/10 (Category avg: 8.3/10) #### Who Is the Company Behind Eden? - **Seller:** [Eden](https://www.g2.com/sellers/eden) - **Year Founded:** 2020 - **HQ Location:** San Francisco, CA - **Twitter:** @edenworkplace 653 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2e26537e637ae3412353773adb4acaba247be72f16f8b984488df67dbc06839b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F4861383%2F&secure%5Burl_type%5D=linkedin_company_website) 91 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 65% Medium, 20% Large #### What Do G2 Reviewers Say About Eden? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **centralized management** of Eden, which streamlines HR processes and enhances information accuracy. - Users appreciate the **customization** options in Eden, enhancing their ability to tailor HR processes to specific needs. - Users value the **ease of use** of Eden, which simplifies HR processes and enhances information accessibility. - Users value the **visual maps for seating** , making it easier to remember and book preferred desks by location. - Users appreciate the **efficiency** of Eden, as it centralizes HR processes and minimizes manual work. ##### Cons - Users report **buggy Slack integration** , often experiencing multiple, frustrating prompts while attempting to send messages. - Users find the **complexity of workflows** can hinder efficiency, requiring extra steps for straightforward tasks. - Users find the **confusing interface** of Eden hinders their workflow, making simple actions unnecessarily complicated. - Users find **difficult navigation** hampers efficiency, requiring extra steps for completing simple tasks and workflows. - Users report issues with **Slack integration** , experiencing multiple prompts that disrupt their workflow. #### What Are Recent G2 Reviews of Eden? **["Easiest way to manage in-office days!"](https://www.g2.com/survey_responses/eden-review-10609587)** **Rating:** 5.0/5.0 stars _— Verified User in Financial Services_ [Read full review](https://www.g2.com/survey_responses/eden-review-10609587) **["Eden Streamlines HR in One Place and Cuts Manual Work"](https://www.g2.com/survey_responses/eden-review-11531662)** **Rating:** 4.5/5.0 stars _— Tiffany M._ [Read full review](https://www.g2.com/survey_responses/eden-review-11531662) #### What Are G2 Users Discussing About Eden? - [What is Eden Workplace used for?](https://www.g2.com/discussions/what-is-eden-workplace-used-for) ### [Vision Helpdesk](https://www.g2.com/products/vision-helpdesk/reviews) Vision Helpdesk is 14 years young and serves 20000+ customers, It offers the best customer service tools - solutions for every size business. 1) Help Desk Software (Multi-Channel Help Desk) 2) Satellite Desk (Multi-Company / Brand Help Desk) 3) Service Desk (ITIL / ITSM Desk) - PinkVerify Certified 4) Live Chat Software Vision Helpdesk offers SaaS and Download versions of above all products. It starts as low as $8 per mo per staff agent. **Average Rating:** 4.6/5.0 **Total Reviews:** 93 #### How Do G2 Users Rate Vision Helpdesk? - **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.4/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.6/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 8.5/10 (Category avg: 8.3/10) #### Who Is the Company Behind Vision Helpdesk? - **Seller:** [Vision Helpdesk](https://www.g2.com/sellers/vision-helpdesk) - **Year Founded:** 2005 - **HQ Location:** Nasik - **Twitter:** @visionhelpdesk 1,346 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=02ed301dfb6f91c033e8560cbc8b15ffdbbfc614045fa7bedba32ad419241ba7&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2276513%2F&secure%5Burl_type%5D=linkedin_company_website) 11 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Non-Profit Organization Management, Information Technology and Services - **Company Size:** 61% Small, 34% Medium #### What Do G2 Reviewers Say About Vision Helpdesk? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **user-friendly interface** and **multi-channel support** features of Vision Helpdesk for efficient ticket management. - Users appreciate the **automation features** of Vision Helpdesk, enhancing productivity and streamlining ticket management effectively. - Users appreciate the **ease of use** of Vision Helpdesk, which simplifies ticket management and enhances overall productivity. - Users benefit from the **efficient ticketing system** of Vision Helpdesk, streamlining workflows and enhancing productivity. - Users appreciate the **automation features** of Vision Helpdesk, significantly boosting productivity and streamlining ticket management. ##### Cons - Users find the **steep learning curve** of Vision Helpdesk challenging, requiring significant time and training to master. - Users often find **limited customization** options in Vision Helpdesk, restricting the ability to meet specific business needs effectively. - Users find the **complex user interface** of Vision Helpdesk overwhelming, posing a steep learning curve for new users. - Users find the **outdated and complex user interface** of Vision Helpdesk overwhelming, particularly for newcomers. - Users struggle with **lack of resources** for automation and documentation, making it hard to access important data. #### What Are Recent G2 Reviews of Vision Helpdesk? **["Excellent experience using Vision helpdesk software"](https://www.g2.com/survey_responses/vision-helpdesk-review-6990362)** **Rating:** 5.0/5.0 stars _— Abhishek B._ [Read full review](https://www.g2.com/survey_responses/vision-helpdesk-review-6990362) **["Advantages"](https://www.g2.com/survey_responses/vision-helpdesk-review-11644001)** **Rating:** 5.0/5.0 stars _— Himanshu P._ [Read full review](https://www.g2.com/survey_responses/vision-helpdesk-review-11644001) #### What Are G2 Users Discussing About Vision Helpdesk? - [What improvements would you recommend for Vision Helpdesk to better meet your customer support needs?](https://www.g2.com/discussions/what-improvements-would-you-recommend-for-vision-helpdesk-to-better-meet-your-customer-support-needs) ### [OTRS](https://www.g2.com/products/otrs/reviews) OTRS is a comprehensive service management suite designed to streamline customer service operations by organizing and automating communication processes. It enables businesses to efficiently handle customer inquiries, support requests, and internal communications through a centralized platform. With its user-friendly web interface, OTRS ensures seamless ticket management, workflow automation, and multi-channel communication, including email, phone, and chat. This flexibility allows service teams to deliver timely and consistent support, enhancing overall customer satisfaction. Key Features and Functionality: - Ticket Management: Organizes and prioritizes customer inquiries to prevent requests from being lost, ensuring efficient tracking and resolution. - Workflow Automation: Automates repetitive tasks and processes, reducing manual effort and minimizing errors. - Multi-Channel Communication: Supports various communication channels, including email, phone, chat, and web forms, allowing customers to reach out through their preferred methods. - Customer Self-Service Portal: Provides customers with online access to submit requests, track their status, and access a knowledge base for self-help resources. - Reporting and Analytics: Offers robust reporting tools to monitor service performance, track key performance indicators (KPIs), and make data-driven decisions. - Customization and Integration: Allows for extensive customization to align with specific business needs and integrates seamlessly with existing systems like CRM and project management tools. Primary Value and Solutions Provided: OTRS enhances customer service quality by structuring communication and automating workflows, leading to faster response times and increased customer satisfaction. By centralizing all customer interactions and support processes, it ensures that no inquiry is overlooked, and service teams can manage their tasks more effectively. The self-service portal empowers customers to find solutions independently, reducing the volume of incoming requests and allowing agents to focus on more complex issues. Additionally, the comprehensive reporting capabilities enable businesses to monitor performance, identify areas for improvement, and make informed decisions to optimize their service operations. **Average Rating:** 4.4/5.0 **Total Reviews:** 37 #### How Do G2 Users Rate OTRS? - **Has the product been a good partner in doing business?:** 6.7/10 (Category avg: 8.6/10) #### Who Is the Company Behind OTRS? - **Seller:** [OTRS Group](https://www.g2.com/sellers/otrs-group) - **Company Website:** www.otrs.com - **Year Founded:** 2003 - **HQ Location:** Oberursel, Germany - **Twitter:** @OTRSGroup 2,639 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=0e0bdecea00da2cca583422f5514412ec34a875ba23d77c2125fbcf6ea80782a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F154779%2F&secure%5Burl_type%5D=linkedin_company_website) 115 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Pharmaceuticals - **Company Size:** 61% Large, 32% Medium #### What Do G2 Reviewers Say About OTRS? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **customizability** of OTRS, appreciating how easily they can tailor the system to their needs. - Users value the **customization options** in OTRS, making it user-friendly and adaptable to their needs. - Users love the **ease of use** of OTRS, finding it simple to navigate and customize to their needs. - Users value the **centralized management** of OTRS, enabling efficient organization of customer communications. - Users appreciate the **organization of communication** OTRS provides, keeping customer interactions streamlined and accessible. ##### Cons - Users find **ticketing issues** problematic, with challenges in changing queues and lag during ticket creation. - Users experience **limitations on simultaneous access** , which restricts collaboration within the OTRS platform. - Users often experience **slow loading** , leading to frustrations when creating tickets within OTRS. - Users experience **slow performance** with OTRS, leading to issues and frustrations when creating tickets. #### What Are Recent G2 Reviews of OTRS? **["Great Ticketing System"](https://www.g2.com/survey_responses/otrs-review-11701969)** **Rating:** 4.0/5.0 stars _— Verified User in Higher Education_ [Read full review](https://www.g2.com/survey_responses/otrs-review-11701969) **["Review for the software used on day to day basis"](https://www.g2.com/survey_responses/otrs-review-10954006)** **Rating:** 5.0/5.0 stars _— Verified User in Internet_ [Read full review](https://www.g2.com/survey_responses/otrs-review-10954006) #### What Are G2 Users Discussing About OTRS? - [What is OTRS used for?](https://www.g2.com/discussions/what-is-otrs-used-for) - [Which module transforms data into required format in OTRS?](https://www.g2.com/discussions/which-module-transforms-data-into-required-format-in-otrs) - [How much does Otrs cost?](https://www.g2.com/discussions/how-much-does-otrs-cost) - [What does Otrs mean?](https://www.g2.com/discussions/what-does-otrs-mean) - [Why is a system such as OTRS necessary for service desks?](https://www.g2.com/discussions/why-is-a-system-such-as-otrs-necessary-for-service-desks) ### [InvGate Service Management](https://www.g2.com/products/invgate-service-management/reviews) InvGate Service Management is an IT and enterprise service management solutions that enables organizations to manage incidents, service requests, problems, and changes through a unified interface. Certified in 15 ITIL practices, it provides a no-code workflow engine with drag-and-drop configuration, integrations, and pre-built templates, allowing teams to design and modify service processes without scripting. InvGate Service Management includes AI capabilities such as a Virtual (AI) Service Agent for automated request handling, and 18 native capabilities which are included in the licensing. The platform supports multi-department service delivery and can be configured without dedicated development resources. **Average Rating:** 4.6/5.0 **Total Reviews:** 18 #### How Do G2 Users Rate InvGate Service Management? - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 9.4/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.9/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 9.1/10 (Category avg: 8.3/10) #### Who Is the Company Behind InvGate Service Management? - **Seller:** [InvGate](https://www.g2.com/sellers/invgate-de02a2f9-af6c-4e8a-ac11-55751d51b37c) - **Year Founded:** 2008 - **HQ Location:** Buenos Aires, Argentina, AR - **Twitter:** @InvGate 1,121 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4ac4842cd4add0fc6f44e0c92583b429137a787b6ced23e994d1e5894142a343&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F679915%2F&secure%5Burl_type%5D=linkedin_company_website) 264 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Information Technology and Services - **Company Size:** 60% Small, 25% Medium #### What Do G2 Reviewers Say About InvGate Service Management? _AI-generated summary from verified user reviews_ ##### Pros - Users love the **intuitive interface** of InvGate Service Management, making ticket management and request handling effortless. - Users appreciate the **intuitive and user-friendly interface** of InvGate Service Management for efficient ticket management across departments. - Users value the **simple and user-friendly interface** of InvGate Service Management for efficient ticket management and support. - Users appreciate the **intuitive ticket management system** of InvGate Service Management, enhancing efficiency across various departments. - Users value the **automation features** of InvGate Service Management, significantly enhancing efficiency in service management processes. ##### Cons - Users find the **setup complex** , making training employees challenging and hindering optimal use of InvGate Service Management. - Users find the **complex setup** of InvGate Service Management challenging, hindering effective employee training and usage. - Users find **import limitations** in InvGate Service Management, hindering seamless integration and data handling efficiency. - Users note **integration issues** with third-party apps, requiring additional setup for optimal functionality in InvGate Service Management. - Users find the **learning curve challenging** , making it tough to train employees effectively on InvGate Service Management. #### What Are Recent G2 Reviews of InvGate Service Management? **["Streamlined IT Support with Invgate Service Desk"](https://www.g2.com/survey_responses/invgate-service-management-review-10315022)** **Rating:** 4.0/5.0 stars _— Verified User in Information Technology and Services_ [Read full review](https://www.g2.com/survey_responses/invgate-service-management-review-10315022) **["Excellent ServiceDesk Solution that everyone likes!"](https://www.g2.com/survey_responses/invgate-service-management-review-9087567)** **Rating:** 4.5/5.0 stars _— Patricio I._ [Read full review](https://www.g2.com/survey_responses/invgate-service-management-review-9087567) ### [BMC Helix Remedyforce](https://www.g2.com/products/bmc-helix-remedyforce/reviews) Remedyforce is an IT service management solution built on the Salesforce.com platform that combines best-practice aligned process automation with a simple, easy-to-use experience for maximum IT productivity and innovation. Remedyforce is designed to remove complexity and help you quickly realize value. **Average Rating:** 3.9/5.0 **Total Reviews:** 46 #### How Do G2 Users Rate BMC Helix Remedyforce? - **Has the product been a good partner in doing business?:** 7.7/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.9/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.7/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 8.7/10 (Category avg: 8.3/10) #### Who Is the Company Behind BMC Helix Remedyforce? - **Seller:** [BMC Helix](https://www.g2.com/sellers/bmc-helix) - **Year Founded:** 2025 - **HQ Location:** N/A - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=63b4dbbe36c184b8e0bcfe321196485a32ca82b8a8050b7bdd9dc630481c3b87&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbmchelix%2F&secure%5Burl_type%5D=linkedin_company_website) 1,266 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 53% Large, 47% Medium #### What Are Recent G2 Reviews of BMC Helix Remedyforce? **["BMC Helix Remedyforce Review"](https://www.g2.com/survey_responses/bmc-helix-remedyforce-review-8173596)** **Rating:** 5.0/5.0 stars _— Padhma M._ [Read full review](https://www.g2.com/survey_responses/bmc-helix-remedyforce-review-8173596) **["BMC Helix Remedyforce personal experience review"](https://www.g2.com/survey_responses/bmc-helix-remedyforce-review-8620233)** **Rating:** 4.0/5.0 stars _— Verified User in Computer Software_ [Read full review](https://www.g2.com/survey_responses/bmc-helix-remedyforce-review-8620233) #### What Are G2 Users Discussing About BMC Helix Remedyforce? - [What is the difference between BMC Remedy and BMC Helix?](https://www.g2.com/discussions/what-is-the-difference-between-bmc-remedy-and-bmc-helix) - [What is Helix BMC?](https://www.g2.com/discussions/bmc-helix-remedyforce-what-is-helix-bmc) - [What is remedyforce tool?](https://www.g2.com/discussions/what-is-remedyforce-tool) - [What is BMC Helix remedyforce?](https://www.g2.com/discussions/what-is-bmc-helix-remedyforce) ### [Incident IQ](https://www.g2.com/products/incident-iq/reviews) Incident IQ is a workflow management solution built by K-12, exclusively for K-12. Headquartered in Atlanta, GA, Incident IQ is 170+ strong and made up of former educators, K-12 IT technicians, and district leadership. Our platform is designed to specifically meet the unique IT needs we experienced firsthand in our classrooms and districts. With thousands of learning devices spread throughout student homes, bare-bones ticketing and inventory solutions will no longer suffice. K-12 IT support teams need tools that are built for the job. From help desk ticketing and asset management to HR and Facility workflow management, Incident IQ has revolutionized how K-12 school districts provide and manage services. Our results speak for themselves: 98% of customers renew their Incident IQ subscription every year. Check out our content below to see our platform in action! **Average Rating:** 4.6/5.0 **Total Reviews:** 218 #### How Do G2 Users Rate Incident IQ? - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.9/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 9.0/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 8.4/10 (Category avg: 8.3/10) #### Who Is the Company Behind Incident IQ? - **Seller:** [Incident IQ](https://www.g2.com/sellers/incident-iq) - **Year Founded:** 2016 - **HQ Location:** Atlanta, Georgia - **Twitter:** @IncidentIQ 405 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=861e326f3fb047bfa212461671dfdea00bc47df759232f02d9907d7848bc3115&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F27206372%2F&secure%5Burl_type%5D=linkedin_company_website) 215 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Technology Specialist - **Top Industries:** Primary/Secondary Education, Information Technology and Services - **Company Size:** 59% Medium, 39% Large #### What Are Recent G2 Reviews of Incident IQ? **["User-Friendly Helpdesk for Classroom Tech Management"](https://www.g2.com/survey_responses/incident-iq-review-12543516)** **Rating:** 4.5/5.0 stars _— Angelene S._ [Read full review](https://www.g2.com/survey_responses/incident-iq-review-12543516) **["Great System w/ Continous Possibilities"](https://www.g2.com/survey_responses/incident-iq-review-9087323)** **Rating:** 5.0/5.0 stars _— Cris W._ [Read full review](https://www.g2.com/survey_responses/incident-iq-review-9087323) #### What Are G2 Users Discussing About Incident IQ? - [What is Incident IQ used for?](https://www.g2.com/discussions/what-is-incident-iq-used-for) ### [Alemba Service Manager](https://www.g2.com/products/alemba-service-manager/reviews) Alemba Service Manager (previously vFire) is a highly functional, 100% ITIL-compliant IT Service Management tool with a specific focus on request fulfilment. Backed by 25 years of heritage, Alemba Service Manager enables users to respond quickly to business demands by dramatically reducing time to request fulfilment through automated workflowed integration. Alemba’s unique pricing model takes into account different levels of participation in, offering an interface for every kind of user. **Average Rating:** 4.0/5.0 **Total Reviews:** 64 #### How Do G2 Users Rate Alemba Service Manager? - **Has the product been a good partner in doing business?:** 8.1/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 7.8/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.2/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 7.0/10 (Category avg: 8.3/10) #### Who Is the Company Behind Alemba Service Manager? - **Seller:** [Alemba](https://www.g2.com/sellers/alemba) - **Year Founded:** 2007 - **HQ Location:** Send, United Kingdom - **Twitter:** @Alemba 408 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4936490c4d0d1f7591098e2460da6cee8bea0c18d4add02e118fa711af03110e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Falemba%2F&secure%5Burl_type%5D=linkedin_company_website) 38 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Information Technology and Services, Civil Engineering - **Company Size:** 61% Large, 28% Medium #### What Are Recent G2 Reviews of Alemba Service Manager? **["Simple, Realistic, Ease of Use and Cost effective IT Service Management tool."](https://www.g2.com/survey_responses/alemba-service-manager-review-1457048)** **Rating:** 5.0/5.0 stars _— rajeev t._ [Read full review](https://www.g2.com/survey_responses/alemba-service-manager-review-1457048) **["Cost effective with great customisation"](https://www.g2.com/survey_responses/alemba-service-manager-review-9716354)** **Rating:** 4.0/5.0 stars _— Verified User in Government Administration_ [Read full review](https://www.g2.com/survey_responses/alemba-service-manager-review-9716354) #### What Are G2 Users Discussing About Alemba Service Manager? - [What is Alemba Service Manager used for?](https://www.g2.com/discussions/what-is-alemba-service-manager-used-for) ### [IFS assyst](https://www.g2.com/products/ifs-assyst/reviews) IFS assyst is an Enterprise Service Management (ESM) and IT Service Management (ITSM) solution provided by IFS. It’s designed to help organizations automate workflows, enhance service and support quality, and boost customer satisfaction across various industries. We deliver frictionless customer and employee experiences, one intelligent workflow at a time. Our modern service management technology lets you automate service delivery and support so your customers get what they need fast, and you can focus on building the future of your organization. IFS assyst is uniquely easy to buy, set up, use, and upgrade. Whether you’re in IT, HR, Facilities, Finance, or any other team that provides services to customers and employees, IFS assyst puts service management technology within your reach. Our process automation takes the boring out of everyday tasks, allowing you to focus on work that matters. Global brands trust IFS assyst to automate complex business processes easily without fuss. Everyday we assyst! **Average Rating:** 3.5/5.0 **Total Reviews:** 14 #### How Do G2 Users Rate IFS assyst? - **Has the product been a good partner in doing business?:** 7.9/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 7.5/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.1/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 5.0/10 (Category avg: 8.3/10) #### Who Is the Company Behind IFS assyst? - **Seller:** [IFS](https://www.g2.com/sellers/ifs) - **Year Founded:** 1983 - **HQ Location:** Linkoping , Sweden - **Twitter:** @ifs 18,002 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=fb2d87440599b1c1d63a31a2d107bf79d5db5325a7df749eed76c27bef823054&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F164301%2F&secure%5Burl_type%5D=linkedin_company_website) 9,232 employees on LinkedIn® - **Ownership:** STO: IFS #### Who Uses This Product? - **Top Industries:** Information Technology and Services - **Company Size:** 79% Large, 29% Medium #### What Are Recent G2 Reviews of IFS assyst? **["Robust and customizable software to meet your needs"](https://www.g2.com/survey_responses/ifs-assyst-review-817420)** **Rating:** 4.0/5.0 stars _— Jamie Lynn P._ [Read full review](https://www.g2.com/survey_responses/ifs-assyst-review-817420) **["Axios in retail"](https://www.g2.com/survey_responses/ifs-assyst-review-479881)** **Rating:** 4.5/5.0 stars _— Игорь ._ [Read full review](https://www.g2.com/survey_responses/ifs-assyst-review-479881) #### What Are G2 Users Discussing About IFS assyst? - [What is IFS assyst used for?](https://www.g2.com/discussions/what-is-ifs-assyst-used-for) - [‹ Prev‹ Prev](/categories/service-desk?order=g2_score&page=3#product-list) - [1](/categories/service-desk?order=g2_score#product-list) - [2](/categories/service-desk?order=g2_score&page=2#product-list) - [3](/categories/service-desk?order=g2_score&page=3#product-list) - 4 - [5](/categories/service-desk?order=g2_score&page=5#product-list) - [6](/categories/service-desk?order=g2_score&page=6#product-list) - [7](/categories/service-desk?order=g2_score&page=7#product-list) - [8](/categories/service-desk?order=g2_score&page=8#product-list) - [9](/categories/service-desk?order=g2_score&page=9#product-list) - [10](/categories/service-desk?order=g2_score&page=10#product-list) - [Next ›Next ›](/categories/service-desk?order=g2_score&page=5#product-list) Spotlight Categories [Customer Data Platforms (CDP)](https://www.g2.com/categories/customer-data-platform-cdp) [VoIP Providers](https://www.g2.com/categories/voip) [Operational Risk Management Software](https://www.g2.com/categories/operational-risk-management) [ETL Tools](https://www.g2.com/categories/etl-tools) [Sales Intelligence Software](https://www.g2.com/categories/sales-intelligence) Similar Categories - [Application Portfolio Management](/categories/application-portfolio-management) - [Auto Scaling](/categories/auto-scaling) - [Cloud Cost Management](/categories/cloud-cost-management) - [Cloud Management Platforms](/categories/cloud-management-platforms) - [Cloud Migration Assessment Tools](/categories/cloud-migration-assessment-tools) - [Columnar Databases](/categories/columnar-databases) - [Data as a Service (DaaS)](/categories/data-as-a-service-daas) - [Data Destruction](/categories/data-destruction) - [Data Extraction](/categories/data-extraction-tools) - [Data Governance](/categories/data-governance-tools) - [Data Observability](/categories/data-observability) - [Data Recovery](/categories/data-recovery) - [Digital Employee Experience (DEX) Management](/categories/digital-employee-experience-dex-management) - [Digital Experience Monitoring (DEM)](/categories/digital-experience-monitoring-dem) - [Digital Governance](/categories/digital-governance) [Browse Service Desk Themes](/categories/service-desk/themes) ![Tian Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tian Lin") TL Researched and written by [Tian Lin](https://research.g2.com/insights/author/tian-lin) Updated April 10, 2026 Service desk software provides a ticketing platform for internal IT service management, serving as the single point of contact (SPOC) for employees to submit IT inquiries and receive support from the IT department, while offering tools for asset management, knowledge management, and change management. ### Core Capabilities of Service Desk Software To qualify for inclusion in the Service Desk category, a product must: - Provide an internal ticketing system for IT department inquiries - Utilize a portal for employees to submit questions, issues, or requests - Offer a knowledge base for employee self-service - Record the IT assets in use by a company and any changes in asset status that occur ### Common Use Cases for Service Desk Software IT departments use [service desk software](https://learn.g2.com/best-service-desk-software) to stay organized and efficiently respond to employee technology needs. Common use cases include: - Managing incident and service request workflows from submission through resolution - Providing employees with self-service access to a knowledge base to resolve common IT issues independently - Tracking hardware and software assets and logging changes throughout the IT asset lifecycle ### How Service Desk Software Differs from Other Tools Service desk software is purpose-built for internal IT service management, distinguishing it from [help desk software](https://www.g2.com/categories/help-desk), which organizes ticket requests from external customers seeking product or service support. While both use ticketing systems, service desk tools are employee-facing and focused on IT operations, whereas help desk platforms are customer-facing and support-oriented. ### Insights from G2 on Service Desk Software Based on category trends on G2, the internal ticketing system and self-service knowledge base stand out as the most valued features. These platforms deliver improvements in response time and employee satisfaction with IT support as primary outcomes of adoption. Show More * * * ## How Do You Choose the Right Service Desk Software? ### What You Should Know About Service Desk Software ### What is Service Desk Software? An IT service desk, also known as a service desk, is a ticket management system that allows businesses to implement strong and effective workflows for internal support departments. It is the single point of contact (SPOC) between the IT service provider and users for day-to-day activities.  Service desk software is designed to manage incidents and services apart from user communications for outages. It plays a crucial role in facilitating the amalgamation of business processes with the technology ecosystem and broader service management infrastructure. Service desk products provide a variety of other functionalities, including IT asset management and incident management, which can be beneficial for companies of all sizes. Users can track IT assets in real time and record data regarding the health and performance of such assets. Additionally, IT asset management allows teams to assign specific assets to specific employees for ticket routing purposes. Tracking all these devices and assets provides greater transparency to a business. Asset management also helps optimize IT purchasing, regardless of company or department size. Enterprise service desk tools that reduce support costs and improve user satisfaction typically centralize incident response, asset tracking, and SLA reporting across distributed IT teams. Based on G2 reviews, IT service managers evaluate service desk software by comparing SLA visibility, usability, and self-service capabilities that reduce ticket volume. #### What Types of Service Desk Software Exist? Service desk system types are categorized based on the size of their target business users, deployment, and source code accessibility. Here are the five types of service desk software: **Cloud-based service desk software** Cloud-based service desk software is hosted on external servers accessible to agents and IT admins with the help of a browser on any device. It allows the business to handle fluctuating workloads without worrying about overloaded support portals during peak hours. SaaS tools enable teams to use a cloud-hosted product without requiring local installation. One of the most significant advantages of having a service desk ticket management system in the cloud is that the data is secure with retrievable backup options. **Enterprise service desk software** Enterprise service desk software is more complex with modules that comprise IT asset management, account management, service request fulfillment, and change and survey management. For large enterprises, different departments require a stable and systematic process to ask for and receive support, especially when it comes to asset management and technical aid. Organizations use enterprise service desk tools because they include features that most lower-tier packages do not, such as advanced encryption and security, multi-brand support, custom user roles, enterprise reporting, and sandbox. Enterprise-level software is also known to be more customizable so that organizations can automate more sophisticated capabilities for their teams. **On-premises service desk software** An on-premises service desk is licensed software purchased and installed by an organization on its servers to run the system. It generally requires a one-time setup fee, while a scheduled upgrade would demand an additional charge. The IT team assumes the responsibility of system maintenance and data backup. Alternatively, the organization can purchase a separate plan that includes technical support. The major advantage of on-premises service desk software is that the company owns and hosts the system resulting in complete authority over data security and privacy of information. On-premises software integrates better with local security options and generally provides greater customization. **Open-source service desk software** Open-source service desk software lets developers access its source code contrary to proprietary software that either forbids it completely or needs user license and permission. Since open-source service desks can be modified or enhanced, developers can add features, adjust processes, or fix bugs in the system. It is ideal for businesses with programming capabilities whose skilled IT departments can execute these changes and enhancements. **Mobile device support service desk software** If employees use mobile devices such as smartphones or tablets for work, a company’s service desk product must support such devices. Before selecting the software, it is necessary to verify a service desk solution that provides mobile support if needed, and if so, which devices are covered; some products only support iOS while others support Android. Buyers should work with their company’s IT team to decide which type of mobile app support, if any, is required and focus on the software that offers easy integration with these devices. ### What are the Common Features of Service Desk Software? Service desk software is an excellent resource for companies to keep their IT infrastructure running optimally. The following are some core features within service desk tools that can help users make the most of them: **Automated ticket creation**** :** Manually handling customer issues can take up a lot of time. Efficient service desk software streamlines workflows to automatically create support tickets based on the information that users provide. These tickets can be viewed by the filing user, analysts, and management auditing the ticket. **Ticket notification:** Service desk platforms need a system that automatically notifies the IT team whenever a new ticket is created. This helps in prompt management of issues. Communication received via email, live chat, or phone is converted into actionable tickets. Custom priorities and statuses can also be created for these tickets based on the user’s requirements. Users can create a custom priority called “High-value customer” to expedite a ticket resolution or a custom status called “Manager’s approval” for them to identify tickets faster. **Ticket tagging:** Another important feature that a service desk software should have is the organization of tickets by issue, service level agreement (SLA), or other priorities. A high-quality service desk tool allows the IT team to tag and sort tickets according to their tag. This helps them take a broader look at the requests that come in and check any recurring issues that need to be addressed or require de-escalation. **Knowledge management:** With an integrated knowledge base, automatic recommendations can be made based on keyword recognition for new tickets. This aids new people in the IT team in understanding typical troubleshooting methods and helps experienced people watch over what knowledge needs to be updated or added. **Ticket history tracking:** Mistakes may come up during a ticket resolution process, and it is imperative for the IT team to be able to track the mistake. A service desk tool needs to have ticket history tracking to view the history of a ticket and ensure that everything is functioning as intended.  **Reporting:** It is essential to track the IT team's progress in handling and resolving service tickets. An effective service desk tool helps generate reports on each part of the customer service process. This includes the volume of tickets coming in, number of tickets resolved, average resolution time, what kinds of tickets are resolved the most, and more.  **Asset management:** Service desk software must track internal hardware and software issues. This allows the IT team to sort and access all assets and the maintenance history related to a specific ticket or product. This aids in resolving issues efficiently. ### What are the Benefits of Service Desk Software? Service desk solutions can have their own set of benefits. A few of them are listed below: **Cost savings and scalability:** The two most common benefits organizations seek while implementing IT service desk software are cost savings and scalability. A service desk that is adequately staffed and well managed can handle much of the routine IT work. It provides companies with a relatively low-cost option for transferring simple work from engineering teams and subject matter experts, enabling them to focus on activities that add more value to the company.  **Early warning of potential problems:** Based on the volume of issues and requests that the service desk handles, organizations can use it as a monitoring tool to identify and preemptively address issues. The “early warning system” that the service desk provides can enable proactive problem management, preventative maintenance, and service changes to reduce the user impacts of outages and service deterioration. **Increased communication and transparency:** Service desk software facilitates communication between IT and other departments, helping resolve and prevent glitches and breakdowns by helping users create, assign, track, and resolve tickets. **Reduced downtime:** Service desk platforms help reduce end-user downtime with streamlined ticket tracking and issue resolution. It facilitates standardization of IT processes, enabling better IT-related strategy planning and tracking. **Improved productivity:** Service desks help improve agent productivity by preventing ticket losses. It minimizes disruptions, equipping an organization with 360-degree visibility of their IT and business assets. Based on G2 reviews, enterprise service desk platforms reduce ticket volume primarily through self-service portals and knowledge bases that let employees resolve common issues without filing tickets. Reviewers from large IT teams consistently link well-designed self-service deflection to reduced support costs and improved user satisfaction, since fewer routine tickets leaves agents free to focus on higher-value incidents. Enterprise buyers also evaluate how cleanly the platform extends beyond IT into HR, facilities, and finance for unified service management across the organization. ### Who Uses Service Desk Software? **IT teams:** Service desk software is traditionally used by the internal IT service teams of enterprises, small businesses, and medium businesses as a ticketing system to provide better assistance to employees using IT equipment. These tickets can track the progress of IT requests, offering users transparency into issue resolution. Service desk products centralize the tickets and allocate them to the proper IT support staff. This can lead to quicker resolutions and prevent any issues from being lost in the shuffle. By increasing support efficiency with these methods, IT support teams can better meet SLAs and keep employees satisfied and productive. #### Software Related to Service Desk Software Related solutions that can be used together with service desk software include: [Help desk software](https://www.g2.com/categories/help-desk) **:** IT help desk software is a one-stop point of contact where customers can send their queries or problems. It organizes ticket requests from customers outside the company and provides them with information and support regarding its products or services. If a team is handling customer issues, they’ll likely want to investigate help desk solutions providing features for external-facing resources and communication. Some product suites support both internal service and external assistance if an organization requires both. Usually, service desks have a help desk component incorporated to improve IT processes and enhance efficiency. [Knowledge management software](https://www.g2.com/categories/knowledge-management) **:** A knowledge management system is crucial for managing resources and ensuring organizational knowledge is available to those who need it. Knowledge management solutions can speed up issue resolution time by providing guidance and answers to often seen issues. Knowledge management software has both internal and external use cases. Some companies use knowledge management software as an internal database for employees to reference, while others use it as an external reference for customers. [Customer self-service software](https://www.g2.com/categories/customer-self-service) **:** Often, issues and requests that generate user calls into the IT service desk are matters that the user could address on their own if they had the right set of tools and access to information. One of the best ways to maximize service desk efficiency is to provide self-service options. A self-service portal helps users resolve their issues faster, without the delays of waiting for an agent. They also help the company save funds by reducing the need for additional agent capacity in the IT service desk to address simple requests.  [Remote support software](http://www.g2.com/categories/remote-support) **:** Internal support analysts can provide greater support to employees by being able to assist remotely whenever possible. Remote support solutions allow analysts to work with internal users on issue resolution via virtual access established through a cloud gateway. Remote support solutions enable analysts to work with internal users on issue resolution without physically accessing the user’s device. ### Challenges with Service Desk Software Working in the IT service desk business is quite hectic. Every customer wants to receive fast and professional support, which puts a considerable amount of pressure on staff members. Here are some challenges that agents working in an IT service desk encounter: **Numerous requests from different departments and interruptions:** IT teams at high technology companies can get swamped by technical issues at a near-constant rate. At the same time, more niche businesses will only see a few requests per day. As technology becomes more vital in business operations, the need for instant troubleshooting increases significantly. This can quickly become a problem when the service desk receives too many requests and lacks the necessary communication tools. The cost of IT service failures can be substantial, and downtime can have an adverse impact on the organization's business. Therefore, it’s crucial to have an IT service desk and efficient processes in place to deal with issues promptly while maintaining quality standards. **Up-to-date knowledge:** Within service desk solutions, knowledge bases are effective only if they’re maintained. This may demand extra time on the part of the IT team in case they find that a previous piece of knowledge is outdated and needs to be updated. While the task shouldn’t necessarily have to fall on one person to maintain the effectiveness of a knowledge base, companies should consider having an analyst on the service desk who would be responsible for maintaining the knowledge base, should their size necessitate this consideration. **Wasting time on recurring issues:** Without a tool for collecting, recording, and analyzing support data, organizations can easily fall into the trap of solving the same problems all over again. If the IT service desk doesn’t keep track of the most common issues, the IT team will waste time trying to identify and fix the issues that have already been worked on. However, it is impossible to remove every problem, so it’s essential to invest in reliable software and create a database of all the issues together with solutions. Such a database will enable the IT service desk to quickly address recurring issues and prevent some common operational bottlenecks in the future. **Lack of useful self-service tools:** Technology is instrumental to providing efficient and effective IT support, yet many service desks suffer from a technology gap between what they have and what is needed. Unavailability of sufficient time and resources to upgrade to the most recent version of the service desk tool and constrained business budgets for getting a new solution make it difficult for the IT team to resolve issues smoothly. It is essential for the IT team to future-proof their purchase decision by creating an improvement roadmap and deciding on the supporting features they would require. ### How to Buy Service Desk Software #### Requirements Gathering (RFI/RFP) for Service Desk Software Wherever a business is in its buying process, G2 can help select the best service desk software for their needs. The buyer might find that the IT team in the organization spends too much time manually tracking tickets in email chains and filling out spreadsheets. Instead, they can switch over to software to manage all of that in an organized location. Users should think about the pain points and jot them down; these should help create a checklist of criteria. Additionally, the buyer must determine the number of employees who will need to use this software, which drives the number of licenses they are likely to buy. The checklist serves as a detailed guide that includes both essential and nice-to-have features, including budget features, number of users, integrations, security requirements, cloud or on-premises solutions, and more. Depending on the scope of the deployment, it might be helpful to produce an RFI, a one-page list with a few bullet points describing what is needed from a service desk software. #### Compare Service Desk Products **Create a long list** From meeting the business functionality needs to implementation, service desk software vendor evaluations are an essential part of the software buying process. For ease of comparison, after all demos and trials are complete, it helps prepare a consistent list of questions regarding specific requirements and concerns to ask each vendor.  **Create a short list** From the long list of vendors, it is helpful to narrow down the list of vendors and come up with a shorter list of contenders after excluding from consideration any products that don’t cover all of the required features. With this list in hand, businesses can produce a matrix to compare the pros and cons as well as the pricing of the various products. **Conduct demos** Demos provide an opportunity to buyers to see how a service desk software can address IT-related issues effectively. It is lucrative to request the vendor for a live demo of the software to have an in-depth understanding of the features it offers. This will allow the business to evaluate how each vendor stacks up against the competition. Also, It's typical for vendors to offer a free trial of their software, and buyers should sign up for that option. Companies can use dummy data to see how ticket creation, status tracking, and other features will work in the system to make sure it's what they are looking for. #### Selection of Service Desk Software **Choose an evaluation team** Before getting started, it's crucial to create a team that will work together throughout the entire process, from identification of pain points to implementation. The software selection team should consist of members of the organization who have the right interest, skills, and time to participate in this process. A good starting point is to aim for a group of three to five people, including a junior-level customer service person, a couple of service desk users, and a manager or senior leader. Combining their different needs and backgrounds will provide the buyer with a more efficient way to tell if the service desk will be a good fit for the whole organization. It is necessary for the whole evaluation team to look at the same tool simultaneously rather than working in silos. **Consider scalability** Functionality matters a great deal while choosing an IT service management solution, but scale is also an incredibly important consideration. The cost of having to refresh the service desk can be significant. Correctly projecting scale based on the organization’s staffing requirements can lead to significant cost savings over time, as the organization is able to continue expanding without having to invest in a new solution to meet the new challenges created by a large-scale operation. The solution should be scalable to provide room for future business growth. It should be able to adjust for more technicians, end-users, modules, and other IT management tools. **Prioritize reliability and support** The buying organization should be aware of the support channels available when a service desk system has an outage or when a process needs reworking. Every software product experiences issues, but some companies do much better than others in handling those situations. The organization should always take into consideration the quality of support provided by the vendor while evaluating alternatives. Within this, timeliness and available support channels can be two major factors to consider. Based on G2 reviews, IT service managers evaluating the most trusted IT service desk platforms weigh day-to-day usability, support queue SLA visibility, and reporting depth as the features that determine team adoption beyond the initial purchase. Reviewers describe usability and CSAT scores as tightly linked, since clean interfaces, intuitive ticket routing, and customizable dashboards directly influence agent throughput and end-user feedback. Buyers in mission-critical IT environments also weigh platform reliability under load, since service disruptions and risk of data loss during heavy usage are cited as the difference between reliable service desk systems and ones agents work around. ### What does Service Desk Software Cost? Pricing is a major consideration when finding a solution that meets the organization’s needs for issues relating to the size of operations in the service desk. Sometimes, purchasing a solution that meets current requirements and replacing it over time may make sense, but only if an organization anticipates making major technological changes that make an entirely new platform necessary regardless of scale concerns. Finding the right price point depends on weighing functionality, features, and capacity issues besides one another to find the right fit for the organization’s operational needs. ITSM solutions usually come with different licenses at different prices. When choosing a service desk software, it is important to strike a balance between features and license price based on the company’s budget. The organization must look into the cost of scaling up, receiving support, and annual maintenance. ### Service Desk Software Trends **Internet of things (IoT)** As more devices become network-connected, service desk analysts and support staff will require the ability to manage and troubleshoot a variety of devices. Pairing service desk solutions with [IoT management platforms](https://www.g2.com/categories/iot-management) may help a company’s analysts stay on top of growing IoT needs. **Automation ** Chatbots, Machine Learning, and other AI technologies will likely be integrated into day-to-day service desk functions sooner rather than later. These options can help mediate some of the simpler issues service desks face, allowing the IT team to spend more time addressing larger issues. **Focus on consumer experience** The role of IT support is to make sure that IT services help employees with their work. Increased expectations of IT employees have shifted the focus of IT towards providing a better end-user experience. Providing a better end-user experience improves the IT department's reputation and creates a work environment free of frustration for both end users and IT technicians.