Service desk software provides a ticketing platform for internal IT service management. Service desks serve as a single point of contact (SPOC) within a company so that employees using IT equipment (both hardware and software) can receive help from the IT department, or an outsourced equivalent, by submitting inquiries through a portal when issues arise. Service desks provide functionality for both incident and service requests. These programs often provide tools for asset management, knowledge management software, and change management. Service desk products are an easy and convenient way for IT departments to remain organized and quickly assist employees with inquiries. Help desk software provides similar functionality; however, those platforms organize ticket requests from customers outside the company and provide them with information and support regarding a company’s products or services.
To qualify for inclusion in the Service Desk category, a product must:
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Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 20000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed, using ITIL best practice, to help IT organizations to focus on what’s most important – exceptional service delivery and customer satisfaction. In addition to supporting their service desk and ITSM needs, these customers choose Freshservice based on ease to use, speed of setup, customer service, and affordability. Freshservice has an intuitive UI, is effortlessly configurable and customisable to meet customers’ exact requirements, and is easily integrated with other business and IT systems. Native integrations with a number of popular cloud services such as Google Apps, Dropbox, AWS, and Bomgar also speed up deployment and reach. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software etc. – with more than 150000 businesses worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.
Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.
Ivanti Service Manager helps enterprises meet today’s regulatory and technology demands for automated workflows for service delivery, engaging stakeholders inside and outside of IT. The solution, with drag and drop workflow automation and Cloud-based or on premise deployment, enables IT organizations to quickly deploy and configure effective, world-class service delivery, and increase customer satisfaction. Ivanti Cloud Service Manager fully supports Incident, Problem, Change and Release Management, Self-Service, 3rd party integration and more within the ITIL framework, and is Pink Verified on 13 ITIL processes to improve IT support performance and efficiency.
Samanage is the most reviewed and highest rated IT service management solution in the industry, serving thousands of customers around the globe from SMB to enterprise. Our service desk simplifies complex tasks and automates basic ones, while providing loads of metrics, reports, and configurations, without being overwhelming. Samanage lets you easily follow the ITIL framework, predicting time to resolution so you avoid missing your SLAs, automating repetitive tasks through the service catalog, and giving your users the information they need through an intuitive knowledge base and service portal. Deliver faster and smarter services across your organization with Samanage, and get work done in intelligent and productive ways.
Ready to ditch the sticky notes and hop into your first help desk? Current solution just not cutting it? Spiceworks Help Desk is here! Purpose-built for IT pros, we have just what you need to run a better internal IT help desk and a better business. Start tackling tickets in minutes with free help desk software (on your server or in the cloud). Plus, it’s more than just ticket tracking: understand (and change!) team behavior and articulate your value to the business. Whether you’ve got a crack team of techs or you’re the proverbial team of one, we’ll help you get a handle on things. Get it for free today!
Jira Service Desk is Atlassian's service desk software for modern IT teams. It delivers an effortless service experience, adapts to your support needs, and promises set up time and pricing at a fraction of competitors. Reshape what IT means to your business at www.atlassian.com/servicedesk.
Cherwell Service Management™ is a powerful and flexible IT service management (ITSM) solution that provides IT organizations the flexibility required for rapid configuration, minimal maintenance and limited administration–at a fraction of the cost and complexity associated with traditional legacy ITSM solutions. Developed using a metadata-driven application design, Cherwell Service Management can be configured without writing or touching a single line of code, integrates easily with third party applications and won’t break when it’s time to upgrade.
More than a help desk, Incident IQ is a technology support platform that enables school districts to manage all the hardware, software and systems that teaching and learning depend on. Incident IQ is built from the ground up for today’s K-12 with simple ticket submission for teachers and students, efficient workflows for support teams, and powerful analytics for leaders.
Splashtop On-Demand Support (SOS) is a cost effective, best-in-class, attended quick support solution for help desks, MSPs and IT pros. Connect to your users’ Windows, Mac, and now iOS and Android devices with a simple session code. There are three packages to choose from – All with unlimited on-demand support + your choice of additional access to unattended computers. Splashtop SOS key features include: - High performance - Quick access with a session code - Robust security - Screen sharing for collaboration - File transfer - Chat - Support mobile devices - User management - Custom branding - Integration with PSA tools
GoToAssist Remote Support is the choice of IT professionals demanding robust, easy-to-use remote support. With GoToAssist Remote Support, you can resolve technical issues by instantly delivering web-based support to customers, end users, unattended computers and servers. Key Features: Unattended Support Collaboration File Transfer Remote Diagnostics Security (2FA, SSO, and AD Sync)
LogMeIn Rescue is a powerful, easy-to-use remote support solution for PCs, Macs, mobile devices, and more. Rescue is built to serve teams of all sizes, from small helpdesks to the world's largest support organizations, and everyone in between. Rescue helps you provide technical support to your employees, your customers, or both, with a solution that is fast, reliable, flexible, and easy to use.
ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity. It comes in three editions and is available in 29 different languages. Over 100,000 organizations and 750,000 technicians, across 185 countries, trust ServiceDesk Plus to optimize IT service desk performance. It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction. Furthermore, the Standard Edition is FREE forever for both the on-premise and on-demand models upto 5 technicians! Don't take our word for it. Try the 30-day free trial and watch ServiceDesk Plus simplify your IT operations. https://www.manageengine.com/products/service-desk/download.html Features ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below. Incident management: Gain control of your help desk With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident! Problem management: Go beyond firefighting Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem. Change management: Manage changes with precision Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes. Asset management: Track and manage assets with ease Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance. IT project management: Deliver IT projects on time You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success! Purchases and contracts management: Track IT purchases and contracts Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry. Self service portal: Deflect tickets from your service desk Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets. Service catalog: Showcase your IT services Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request. CMDB: Get the bigger picture ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making. Service level agreement: Ensure timely service delivery Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met. Reports: Derive decisions with the right data Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance! Extensions and integrations: Collaborate easily with other IT systems Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT!
Kaseya VSA is an integrated IT systems management platform that can be leveraged seamlessly across IT disciplines to streamline and automate your IT services. Kaseya VSA integrates key management capabilities into a single platform. Kaseya VSA makes your IT staff more productive, your services more reliable, your systems more secure, and your value easier to show. VSA capabilities include: Remote Monitoring, Remote Control, Patch Management, Monitoring, AV/AM, Process Automation, Backup and more.
InvGate provides a truly multi-departmental service management solution with a federated asset management solution for seamless integration between the service request and the asset requiring service. InvGate delivers the most intuitive and easy to understand user interface that is easy to configure, a joy to use, and extremely efficient at fulfilling customer service requests. InvGate capabilities include an IT service desk with Gamification rewards and motivation, problem and change management, hardware and software tracking, knowledge base and self service portals, inventory risk detection, and more. Delivered as a SaaS service or an On-Premise solution, InvGate is easily deployed within minutes. InvGate advanced data analysis tools provide management reports and insights around the critical key performance indicators desired to improve business process, reduce waste and increase efficiency. Code-free configuration allows for drastically reduced implementation times and little ongoing service costs to generate benefits immediately and maximize your return on investment.
SunView Software is a leading provider of IT Service Management software that helps companies to better deliver, manage, and monitor IT services across the enterprise. ChangeGear's award-winning Service Smart Technology solution integrates Big Data and Machine Learning for a more positive experience. SunView is using innovations in artificial intelligence to drive smarter automation, predictive insights, and customer satisfaction. By combining cutting-edge technologies and a best-in-class software platform, SunView provides cost-effective and efficient solutions that enable more responsive IT for the organization.
Vision Helpdesk is 12 years young and serves 15000+ customers, It offers best customer service tools - solution 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 Vision Helpdesk offers SaaS and Download version of above all products. It starts as low as $8 per mo per staff agent.
Winner of PC Magazine's Editors' Choice award for Contract Management. Awarded InfoTech Research Group's "Best Value" for Service Desk three years in a row. Over 3 million users at companies ranging from small enterprises to U.S. government agencies and Fortune 100 companies depend on Agiloft's innovative applications to automate processes such as: • Contract and Vendor Management • Help Desk • Custom Workflow • Asset Management • Change Management • Document Management • SOX Compliance These applications come with a robust feature set and are built on our unique adaptive technology that allows deep and rapid customization to your specific needs using just a browser, eliminating the need for custom code. All applications are fully integrated because they are built on the same adaptive core, eliminating data silos and making critical information visible and actionable throughout your enterprise. Agiloft makes it easy to automate even the most sophisticated, unique, and complex business processes. And with our agile solution, you won’t need to reinvent the wheel every time your process changes or your business grows. Agiloft effortlessly adapts to meet the needs of your business over time, without added costs. Contact us today for a custom demo!
The machine learning based service desk delivered on-premise or cloud. Micro Focus Service Management Automation X (SMAX) is the first software solution for IT and Enterprise Service Management and IT Asset Management built from the ground up to include machine learning and analytics. Out of the box integrations include the market leading UCMDB and Discovery. It can be deployed on premise or in the cloud—or moved from one to the other as business conditions change—with equally flexible licensing options SMAX provides an engaging and innovative user experience for interacting with IT and other service desks via mobile devices, chatbots, smart email, or through an intuitive to use web based self-service portal. The solution is built on top of the ITOM Platform which allows it to run in different environments ranging from bare metal to virtual, and public cloud AWS and Microsoft Azure solutions. Based on container technology, customers can easily move the solution from one environment to another as business conditions change. The ITOM Platform brings a number of shared services into SMAX and other ITOM solutions such as identity management, license and access management, DevOps life-cycle, task automation, Discovery and UCMDB, machine learning and analytics, dashboard functionality and reporting. SMAX combines three key application areas into a single solution: IT Service Management (ITSM), IT Asset Management (ITAM), and Enterprise Service Management (ESM). ITSM and ITAM are delivered out-of-the-box in SMAX and can be easily extended in a codeless manner also using SMAX Studio. ESM is based on out-of-the-box content, such as HR workflow management, ideation and proposal management, and portfolio optimization. These can as well be easily extended or complemented with brand new content using SMAX Studio. Key Benefits: ■ Low ticket volumes and faster resolution times ■ Improved end-user autonomy and satisfaction ■ Increased service quality and number of service levels met ■ Low total-cost-of-ownership ■ Quick time to value and continuous deliver
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.
What is Web+Center? Web+Center is a suite of open source, web-based help desk applications that run onsite or in the cloud and support all browser-based devices, including PCs, Macs, smart phones and tablets. With access to 100% of the source code, organizations can create the ideal customized solution for their unique business needs for applications such as IT help desk, customer support, asset tracking and facilities management. Community colleges, hospitals, small businesses, non-profits and government organizations love Web+Center’s rich feature set and ease of use. A full version of the suite is free for up to 2 techs and does not time out, nor is it limited by the number of customers or cases.
Delivering quality service and attaining service management maturity does not equate to a costly-to-operate software solution with a complex user experience. CA Service Management delivers a modern, social media-based user experience to access knowledge, collaborate, resolve issues, request services and manage IT assets to help make sure your business consumers don’t skip a beat. The xFlow innovation-award-winning user experience provides analysts with tools and context to embrace the team and make every moment count. And for decision makers, business value reporting and transparency into service consumption and cost provide effective management insights. CA Service Management is designed for humans and built for service, so you can provide incredible service.
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.
EasyVista simplifies IT Service Management by making it easy to use and easy to deliver for today’s enterprise. EasyVista’s service management platform was created to help companies automate and personalize service delivery to improve IT efficiency and increase staff productivity. Today, EasyVista helps 1,000+ enterprises around the world radically improve service user experience, dramatically simplify and accelerate service creation, and reduce the total cost of IT service delivery. EasyVista serves companies across a variety of industries, including financial services, healthcare, higher education, technology, public sector, retail, manufacturing and more. Headquartered in New York and Paris, EasyVista is a rapidly growing global company backed by leading venture capitalists.
C2 ATOM is an integrated IT service management software designed for organizations looking to provide highly refined quality service delivery. It’s also an ITIL-ready and codeless service desk built for reaching your ultimate automation potential and operating best-in-class ticketing. Beyond IT, C2 delivers powerful and flexible enterprise service management solutions for either On-Premise or Cloud installation, putting IT as a real partner for business. Intuitive configuration and fast onboarding facilitates software transition without touching a single line of code or living in fear of the next upgrade. This intuitive web-based solution generates better time response, time resolution, allowing your teams to collaborate and provide great service for your clients. This integrated system also allows organizations to scale up using cross-departments service catalogs and enable self-service portal to reduce agents’ workload. C2 ATOM also supports asset management, tracking and measuring with relationships and impact analysis. C2 helps your organization modernize ITSM tools and practice to provide extraordinary IT services.
Axios Systems is committed to delivering innovative IT Service Management (ITSM) and IT Operations Management (ITOM) solutions that help customers not only improve their infrastructure operations, but also enhance service delivery across business functions, including HR, Facilities Management and Finance. Axios is recognized as a world leader by leading analysts and their global client base, with a 100% focus on service management technologies. Axios’s enterprise software, assyst, is purpose-built to transform IT departments into profitable business-focused customer service teams. assyst adds tangible value to each client’s organization by building on the ITIL® framework to help solve their business challenges across the organization. assyst is accredited for all 16 PinkVERIFY™ ITIL® processes, and Axios was the first vendor to achieve this within a single solution. Axios is headquartered in the UK, with offices across Europe, the Americas, Middle East and Asia Pacific. For more information about Axios Systems, please visit our website at www.axiossystems.com.
Symantec ServiceDesk is an automated incident response and problem resolution solution for quick, effective remediation of end user incidents, systemic problems and essential managed changes. ServiceDesk offers rapid install and configuration through a wizard-driven user interface and integrates directly with IT Management Suite to reduce service interruptions, accelerate service restorations, correct systemic issues and reduce downtime saving valuable IT resources and expenses.
TOPdesk is an award-winning developer and provider of service management solutions that enable medium, large and multinational organisations to manage their IT, Facilities Management, and HR help desks. TOPdesk seamlessly integrates multiple support processes in a single system facilitating collaboration amongst departments and delivering better customer service with Shared Service Management. Offered on-premises or as SaaS, TOPdesk's ITIL-aligned solution optimises services with a user-friendly application, expert consultants and knowledgeable support team. With over 20 years of experience, 4,500+ customers worldwide and offices in 10 countries, TOPdesk is continually expanding and imparting knowledge and expertise globally, while remaining loyal to its customer focused values.
Bpm’online service is a comprehensive cloud solution that allows the management of customer requests and automates service operations by following pre-defined processes for full-cycle service management. Service agents can benefit from working in a unified environment to handle a constantly growing number of cases and service requests, managing case queues and delivering mass personalized communications. Bpm’online recognized in Gartner 2016 Magic Quadrant for the CRM Customer Engagement Center, as well listed in Five Categories of The Gartner CRM Vendor Guide 2016 (SFA, Partner Relationship Management, Inside Sales and Customer Service Software). Bpm’online customer service is a robust application to ensure an omnichannel service and support. The product includes 2 editions with a different set of functions: Customer Service and Customer Center. Companies can benefit by choosing the edition that fits best their business specifics.
All the service desk software your business needs Supportworks brings you the ideal combination of business process automation, functionality and flexibility. It’s a comprehensive ITIL-compatible application that satisfies most requirements out of the box. Fully integrated processes and support templates mean you can rapidly adopt key components of the service lifecycle. If you don’t need all the disciplines immediately, just switch them off until you’re ready. Supportworks has the flexibility to support any service desk requirement: HR and FM applications are available. which means you can run all your service desks on a single platform, eliminating duplicated effort, reducing hardware and software costs, and simplifying support. www.support-works.com
ServiceDesk Plus MSP is a web based, ITIL-ready help desk software designed specifically for managed service providers. This all-in-one ITSM solution delivers comprehensive help desk, service desk, account management, asset management, remote controls and advanced reporting in a multi-tenant architecture with robust data segregation. It empowers service providers to offer services and support to multiple clients with centralized controls.