# Best Service Desk Software - Page 5 *By [Tian Lin](https://research.g2.com/insights/author/tian-lin)* 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. ## How Many Service Desk Software Products Does G2 Track? **Total Products under this Category:** 133 ### Category Stats (May 2026) - **Average Rating**: 4.34/5 (↑0.01 vs Apr 2026) - **New Reviews This Quarter**: 660 - **Buyer Segments**: Enterprise 50% │ Mid-Market 32% │ Small-Business 19% - **Top Trending Product**: Zendesk for Employee Service (+0.189) *Last updated: May 18, 2026* ## How Does G2 Rank Service Desk Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 13,700+ Authentic Reviews - 133+ 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. ## Which Service Desk Software Is Best for Your Use Case? - **Leader:** [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - **Highest Performer:** [Milvus TI](https://www.g2.com/products/milvus-ti/reviews) - **Easiest to Use:** [Milvus TI](https://www.g2.com/products/milvus-ti/reviews) - **Top Trending:** [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - **Best Free Software:** [Freshservice](https://www.g2.com/products/freshservice/reviews) --- **Sponsored** ### SysAid SysAid is a robust IT Service Management (ITSM) platform powered by Agentic AI, automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. Adding a powerful new operational layer to IT, AI Agents take the first action, freeing IT teams to focus on optimization, innovation, and bigger challenges. Go live in weeks with fast onboarding, no heavy migrations, or steep learning curves. SysAid’s AI is purpose-built for IT, with security and governance built in. With our award-winning support, you’re set up for success. ITSM run by AI, and you. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=82&secure%5Bdisplayable_resource_id%5D=82&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=82&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=2647&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&secure%5Btoken%5D=8b91b1e179069867d0a60c8c0bee235ac0034699df486a09c07ce2b6ae7187c3&secure%5Burl%5D=https%3A%2F%2Fwww.sysaid.com%2Ftrial%3Futm_source%3Dg2%26utm_medium%3Dcpc%26utm_campaign%3Dg2_clicks%26sysaidlsd%3Dhelp-desk&secure%5Burl_type%5D=free_trial) --- ## What Are the Top-Rated Service Desk Software Products in 2026? ### 1. [trueAct](https://www.g2.com/products/trueact/reviews) trueAct offers solutions for customer services, suc as multichannel response management, customer interaction and service management, and business intelligence and reporting. **Average Rating:** 4.0/5.0 **Total Reviews:** 2 **How Do G2 Users Rate trueAct?** - **Ticket Prioritization:** 8.3/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 6.7/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 8.3/10 (Category avg: 8.2/10) **Who Is the Company Behind trueAct?** - **Seller:** [PIDAS](https://www.g2.com/sellers/pidas) - **Year Founded:** 1987 - **HQ Location:** Dübendorf, Zurich, Switzerland - **LinkedIn® Page:** https://www.linkedin.com/company/pidas-ag (199 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 50% Enterprise, 50% Mid-Market ### 2. [Vertask](https://www.g2.com/products/vertask/reviews) Vertask is a cloud-based ticketing system and project management solution. Manage your assets, clients, sites, and contract information, and use the knowledge base to help with knowledge transfer and reference. You can also consolidate tasks into a project to help track big projects. **Average Rating:** 4.5/5.0 **Total Reviews:** 2 **How Do G2 Users Rate Vertask?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 10.0/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 10.0/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 5.0/10 (Category avg: 8.2/10) **Who Is the Company Behind Vertask?** - **Seller:** [Vertask](https://www.g2.com/sellers/vertask) - **Year Founded:** 2020 - **HQ Location:** Cleveland, US - **LinkedIn® Page:** https://www.linkedin.com/company/vertask/ (2 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Mid-Market ### 3. [Aegis Service Desk](https://www.g2.com/products/aegis-service-desk/reviews) Aegis Service Desk, developed by Abacus Systems, is a comprehensive and user-friendly help desk solution designed to streamline customer support and IT service management. It integrates help desk operations with client and asset management, enabling organizations to efficiently handle service requests and maintain high levels of customer satisfaction. Tailored for businesses that do not require a full ITIL-based service management framework, Aegis Service Desk simplifies the process of delivering exceptional service to both external customers and internal users. Key Features and Functionality: - Incident Management: Automates ticket routing, prioritization, and notifications to ensure timely resolution of service requests. - Knowledge Base Integration: Provides a centralized repository for articles, FAQs, and troubleshooting guides, reducing repetitive queries and improving response times. - Reporting and Analytics: Offers dashboards, time tracking, and survey tools to monitor performance metrics and customer satisfaction levels. - Multi-Channel Access: Supports various channels such as email, chat, phone, and web forms, allowing users to report issues through their preferred methods. - Self-Service Portal: Enables users to view the status of their tickets and access self-help resources, enhancing user autonomy and reducing support workload. Primary Value and Problem Solved: Aegis Service Desk addresses the challenge of managing and resolving service requests efficiently by providing an integrated platform that combines help desk operations with client and asset management. Its user-friendly interface and comprehensive features allow organizations to deliver the level of service customers expect, thereby enhancing customer satisfaction and operational efficiency. By automating key processes and offering multi-channel support, Aegis Service Desk reduces response times and ensures that all issues are resolved promptly, making it an essential tool for businesses aiming to improve their customer and IT support services. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 **How Do G2 Users Rate Aegis Service Desk?** - **Ticket Prioritization:** 8.3/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 6.7/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 8.3/10 (Category avg: 8.2/10) **Who Is the Company Behind Aegis Service Desk?** - **Seller:** [Abacus Systems](https://www.g2.com/sellers/abacus-systems) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Mid-Market ### 4. [Atomicwork](https://www.g2.com/products/atomicwork-atomicwork/reviews) Atomicwork is a modern service management platform powered by AI. Atomicwork empowers enterprises to deliver fast and scalable internal support for their employees on modern collaboration platforms like Microsoft Teams and Slack. Atomicwork connects employees, internal processes, and business systems, enhancing efficiency in support, service, and operations. **Average Rating:** 4.0/5.0 **Total Reviews:** 1 **How Do G2 Users Rate Atomicwork?** - **Ticket Prioritization:** 8.3/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.3/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 6.7/10 (Category avg: 8.2/10) **Who Is the Company Behind Atomicwork?** - **Seller:** [Atomicwork](https://www.g2.com/sellers/atomicwork-03795238-1856-404d-a711-e4fbea2ba82c) - **Year Founded:** 2022 - **HQ Location:** Palo Alto, California, United States - **Twitter:** @atomicworkhq (2,037 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/atomicworkhq/ (120 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Enterprise #### What Are Atomicwork's Pros and Cons? **Pros:** - AI Integration (1 reviews) - Automation (1 reviews) - Automation Efficiency (1 reviews) - Customer Satisfaction (1 reviews) - Customer Support (1 reviews) **Cons:** - Integration Issues (1 reviews) - Limited Customization (1 reviews) ### 5. [BackHQ](https://www.g2.com/products/backhq/reviews) Back is the first employee service platform for internal service teams to organize and automate all workplace requests and processes on one intuitive platform. It provides employees with a convenient way to get help and information and always know who is taking care of their question. The platform integrates with various communication channels (including Slack and email), so employees can submit requests the way they are used to. Back centralizes all requests in one easy-to-use platform and helps internal service teams respond to them using approvals, forms, reports and integrations. Back automatically answers recurring requests and tasks that do not require the experts’ involvement, saving the experts valuable time. Back provides full transparency to managers by tracking the time their teams spend on resolving requests and helping you proactively identify trends to improve internal workflows. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 **Who Is the Company Behind BackHQ?** - **Seller:** [BackHQ](https://www.g2.com/sellers/backhq) - **Year Founded:** 2015 - **HQ Location:** Munich, Bavaria, Germany - **LinkedIn® Page:** https://de.linkedin.com/company/personio (1,996 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 50% Mid-Market, 50% Small-Business ### 6. [Deepser](https://www.g2.com/products/deepser/reviews) Deepser is a modern ITSM software with an interactive web interface. It allows you to manage all services in a single platform and organize support requests, improving customer satisfaction and optimizing the use of company resources. Deepser is modular and scalable: Ticketing, CMDB, ITAM, CRM etc. It allows a rapid implementation and various integrations. Available Cloud and On Premise. All features are included in the low cost of the license: It is convenient and tailored to your needs. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 **Who Is the Company Behind Deepser?** - **Seller:** [Deepser srl](https://www.g2.com/sellers/deepser-srl) - **HQ Location:** Schio, IT - **LinkedIn® Page:** http://www.linkedin.com/company/deepser (12 employees on LinkedIn®) ### 7. [IT Care Center](https://www.g2.com/products/it-care-center/reviews) IT Care Center (ITCC) offers a portfolio of service management solutions in a single platform that increases your organization’s operational and cost efficiency while improving business alignment and employee experiences. ITSM - ITCC IT service management (ITSM) is designed to make everyone’s life better, creating better service and support experiences throughout your organization. IT team members can easily intake, manage, and resolve IT issues, create automated workflows to streamline repetitive processes, and effectively manage all company assets from a single, integrated ITSM platform—this results in “better, faster, cheaper” operations and outcomes. ESM - Extend the proven ITSM capabilities to other business functions – such as Human Resources (HR), Facilities, Finance, and Legal – using an enterprise service management (ESM) approach. Apply the service management best practices and enabling technology to all the service and support needs across your organization to deliver improved, consistent operations and better business outcomes, including superior employee experiences. Help Desk- Not every organization needs an ITSM tool; you might only need to manage service and support interactions better. To help, ITCC Help Desk provides IT support teams and the end-users they serve with best practice capabilities for submitting and handling IT issues and requests – from end-user-empowering self-service and workflow automation to knowledge management and the analytics and reporting management needs to improve support operations and outcomes. MSP - If your organization serves multiple customers – perhaps as a managed service provider (MSP) – ITCC’s white-label managed services solution provides the capabilities and domain separation it needs to manage multiple clients in a single platform. ITCC contains all the service and support capabilities your MSP needs and additional tools such as contracts management, time billing, and customer-focused performance management, analytics, and reporting. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 **How Do G2 Users Rate IT Care Center?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 10.0/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.3/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 10.0/10 (Category avg: 8.2/10) **Who Is the Company Behind IT Care Center?** - **Seller:** [That's IT Technologies](https://www.g2.com/sellers/that-s-it-technologies) - **Year Founded:** 2015 - **HQ Location:** Even Yehuda, IL - **LinkedIn® Page:** https://www.linkedin.com/company/it-care-center/ (14 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Small-Business ### 8. [Request Tracker](https://www.g2.com/products/request-tracker/reviews) Request Tracker (RT) gives teams a powerful, customizable, and affordable alternative to enterprise help desk tools like ServiceNow and Zendesk, with full control over workflows, automation, and data ownership. RT helps organizations track, manage, and resolve any type of request—whether IT incidents, customer support tickets, HR inquiries, or internal business operations. Its flexible design allows teams to create custom queues, automate repetitive tasks, and integrate seamlessly with email, APIs, and third-party systems. Built for teams that need reliability without complexity, RT delivers enterprise-grade functionality—ticketing, SLA tracking, approvals, dashboards, reporting, and workflow automation—without per-user pricing or vendor lock-in. Thousands of organizations worldwide rely on RT to streamline communication, improve accountability, and simplify request management across every department. **Average Rating:** 3.8/5.0 **Total Reviews:** 9 **How Do G2 Users Rate Request Tracker?** - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 8.6/10) **Who Is the Company Behind Request Tracker?** - **Seller:** [Best Practical](https://www.g2.com/sellers/best-practical) - **Year Founded:** 2001 - **HQ Location:** United States - **Twitter:** @bestpractical (498 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/137776 (11 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 40% Enterprise, 30% Mid-Market ### 9. [Scopedesk](https://www.g2.com/products/scopedesk-scopedesk/reviews) SuportPortal is comprehensive package for implementing multi-tiered service and suitable for internal and external customers. It automates your service desk procedures, including notifications and responses to service issues improves overall efficiency and reduces management overhead. Using Self-Service features, end users can submit new requests or check the status of their open requests, from their email client or from web-browser. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 **How Do G2 Users Rate Scopedesk?** - **Ticket Prioritization:** 10.0/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 10.0/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 10.0/10 (Category avg: 8.2/10) **Who Is the Company Behind Scopedesk?** - **Seller:** [Scopedesk](https://www.g2.com/sellers/scopedesk) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Small-Business ### 10. [Serviceaide Point of Business Platform](https://www.g2.com/products/serviceaide-point-of-business-platform/reviews) The Serviceaide Point of Business Platform is a highly customizable enterprise service management solution designed to help organizations efficiently manage and automate a wide range of business and service functions. It offers modules for service desk management, configuration and asset management, purchase and inventory management, and self-service and automation. PoB includes a central database accessible by all ITIL-certified modules, ensuring seamless integration and data consistency across the platform. Key Features and Functionality: - Service Desk Management: Streamlines incident and request handling, improving response times and user satisfaction. - Configuration and Asset Management: Provides comprehensive tracking and management of IT assets and configurations, enhancing visibility and control over the IT infrastructure. - Purchase and Inventory Management: Automates procurement processes and inventory tracking, reducing manual effort and minimizing errors. - Self-Service and Automation: Empowers users with self-service capabilities and automates routine tasks, increasing efficiency and reducing operational costs. - Centralized CMDB: Maintains a unified repository of configuration items, ensuring data consistency and supporting ITIL processes. - Integration with Luma Virtual Agent: Incorporates AI-powered virtual agent capabilities, enhancing user experiences through natural language processing and machine learning. Primary Value and Problem Solved: The PoB Platform addresses the challenges organizations face in managing complex service and support functions by providing a unified, customizable solution that automates and streamlines processes. By integrating AI technologies like the Luma Virtual Agent, PoB enhances user experiences, reduces service costs, and improves operational efficiency. Its modular design allows organizations to tailor the platform to their specific needs, ensuring scalability and adaptability as business requirements evolve. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 **Who Is the Company Behind Serviceaide Point of Business Platform?** - **Seller:** [Serviceaide](https://www.g2.com/sellers/serviceaide) - **Year Founded:** 2016 - **HQ Location:** San Jose, California - **Twitter:** @ServiceAide (11 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/10676753/ (76 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Small-Business ### 11. [SMART Service Desk](https://www.g2.com/products/smart-service-desk/reviews) IT Service Support and Management Solutions – ITSM + GRC A Pink Verified, IT Service Support Management Solution Providing enterprise class solutions at an affordable price to SMB Currently being used by 100,000 plus users worldwide SaaS and On-Prem deployments to support from 20 to 20,000 users Local support and implementation services are available in U.S., U.K., South Africa, Australia, U.A.E, Saudi Arabia, Bahrain, Oman, Indonesia and Philippines **Average Rating:** 4.0/5.0 **Total Reviews:** 1 **How Do G2 Users Rate SMART Service Desk?** - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 8.6/10) **Who Is the Company Behind SMART Service Desk?** - **Seller:** [Internet Information Technologies](https://www.g2.com/sellers/internet-information-technologies) - **HQ Location:** Hyderabad, India - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 50% Small-Business ### 12. [SP IT Support](https://www.g2.com/products/sp-it-support/reviews) SP HelpDesk by SP Marketplace is a flexible, no-code helpdesk solution built natively on Microsoft 365 and SharePoint, designed to streamline IT and service support operations across your organization. With its centralized ticketing system, SP HelpDesk provides a single platform to manage IT requests, service tickets, and issue resolution workflows, ensuring faster response times, greater transparency, and improved user satisfaction. By leveraging your existing Microsoft 365 tenant, SP HelpDesk eliminates the need for standalone SaaS products, reducing costs and improving security. The SP HelpDesk solution allows users to easily submit and track tickets, while support teams can manage requests, prioritize tasks, and automate processes to improve efficiency. With real-time notifications, customizable workflows, and automated escalation rules, SP HelpDesk ensures that issues are resolved promptly and that no request goes unanswered. Seamlessly integrating with Teams, Outlook, and SharePoint, SP HelpDesk keeps employees and support teams connected, improving communication and accountability. With SP HelpDesk, organizations can transform their support operations, improving service delivery and increasing employee satisfaction—all within their familiar Microsoft 365 environment. Whether you're managing IT support, facilities requests, or HR inquiries, SP HelpDesk can be tailored to fit the unique needs of any department. Key Features of SP HelpDesk - Centralized Ticket Management: Provide employees with a single portal to submit and track service requests. Automated Workflows: Streamline ticket routing, approvals, and escalations to improve response times. Real-Time Notifications: Keep users informed with automatic updates via Outlook and Teams notifications. Customizable Forms: Create tailored request forms for different departments, such as IT, HR, or Facilities. Knowledge Base Integration: Empower employees to find answers to common issues with a built-in, searchable knowledge base. Self-Service Portal: Allow users to view ticket status, submit new requests, and access help resources from a centralized location. Reporting and Analytics: Gain insights into service performance with detailed reports and dashboards to track response times, ticket volumes, and resolutions. Seamless Microsoft 365 Integration: Utilize familiar tools like SharePoint, Teams, and Power Automate to manage and enhance helpdesk operations. Explore more: https://www.spmarketplace.com/sharepoint-helpdesk.html Or get in touch: https://www.cognitoforms.com/SPMarketplace/ProductInterestFormG2 **Average Rating:** 4.0/5.0 **Total Reviews:** 1 **How Do G2 Users Rate SP IT Support?** - **Has the product been a good partner in doing business?:** 5.0/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.3/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.3/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 10.0/10 (Category avg: 8.2/10) **Who Is the Company Behind SP IT Support?** - **Seller:** [SP Marketplace](https://www.g2.com/sellers/sp-marketplace) - **Year Founded:** 2012 - **HQ Location:** Penn Valley, California - **Twitter:** @SP_Marketplace (609 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2317262/ (191 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Mid-Market ### 13. [Startly](https://www.g2.com/products/startly/reviews) Startly is an all-in-one, fully integrated IT Service Management and Professional Services platform for service delivery organizations. It can help companies track time, expenses, manage projects, help desk, ticketing, change and asset management, invoicing and billing. **Average Rating:** 3.9/5.0 **Total Reviews:** 6 **How Do G2 Users Rate Startly?** - **Has the product been a good partner in doing business?:** 7.5/10 (Category avg: 8.6/10) **Who Is the Company Behind Startly?** - **Seller:** [Startly Labs](https://www.g2.com/sellers/startly-labs) - **Year Founded:** 2020 - **HQ Location:** Blue Bell, US - **Twitter:** @startlysoftware (6 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/start-ly (4 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 83% Mid-Market, 17% Small-Business #### What Are Startly's Pros and Cons? **Pros:** - Ease of Use (3 reviews) - AI Integration (1 reviews) - Automation (1 reviews) - Budget Management (1 reviews) - Customer Support (1 reviews) **Cons:** - App Functionality (1 reviews) - Expensive (1 reviews) - Pricing Issues (1 reviews) - Slow Performance (1 reviews) ### 14. [Sunrise ITSM](https://www.g2.com/products/sunrise-itsm/reviews) With over 30 years of industry experience, we offer service desk software designed to adapt seamlessly to your organisation's needs. Our commitment to excellence is underscored by our rare SDI reporting accreditation, a mark of quality and reliability that only two vendors in the market possess. What sets us apart is our unparalleled suite of over 30 configurable modules, empowering businesses to tailor their service management platform precisely. From automating routine tasks to enabling self-service capabilities, our software streamlines IT processes with unmatched efficiency. We are service desk people! Our Sunrisers have worked on service desks, managed service desks, built service desks, and even audited and improved service desks. Now, we are building service desk and IT service management solutions and services to help those people close to our hearts. **Average Rating:** 3.5/5.0 **Total Reviews:** 1 **Who Is the Company Behind Sunrise ITSM?** - **Seller:** [Sunrise Software](https://www.g2.com/sellers/sunrise-software-1af8e981-f873-4256-93a4-e64c5990c52e) - **Year Founded:** 1994 - **HQ Location:** London, GB - **Twitter:** @sunrisesoftware (629 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/216430 (43 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Enterprise ### 15. [Ticketing As A Service](https://www.g2.com/products/ticketing-as-a-service/reviews) Introducing Ticketing As A Service, a modern Certified Microsoft Teams ticketing system. Our ticketing system seamlessly integrates with Microsoft Teams, providing a simple solution for managing support tickets, service requests, and incidents, all while enhancing your customer support. --- A Microsoft ticketing system is the perfect companion for all departments that offer support to both internal and external clients, including IT incident tool and HR ticketing system. **Average Rating:** 4.0/5.0 **Total Reviews:** 1 **How Do G2 Users Rate Ticketing As A Service?** - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.3/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.3/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 8.3/10 (Category avg: 8.2/10) **Who Is the Company Behind Ticketing As A Service?** - **Seller:** [Kitameraki Limited](https://www.g2.com/sellers/kitameraki-limited) - **HQ Location:** Jakarta, ID - **LinkedIn® Page:** http://www.linkedin.com/company/kitameraki (22 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Small-Business #### What Are Ticketing As A Service's Pros and Cons? **Pros:** - Customer Support (1 reviews) - Ease of Use (1 reviews) - Easy Integrations (1 reviews) - Task Organization (1 reviews) **Cons:** - Integration Issues (1 reviews) ### 16. [TriActive](https://www.g2.com/products/triactive/reviews) Optimize asset, configuration and desktop management **Average Rating:** 5.0/5.0 **Total Reviews:** 1 **How Do G2 Users Rate TriActive?** - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.3/10 (Category avg: 8.7/10) **Who Is the Company Behind TriActive?** - **Seller:** [Ignite Enterprise Software Solutions](https://www.g2.com/sellers/ignite-enterprise-software-solutions) - **HQ Location:** Austin, TX - **Twitter:** @ignitetech (492 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/21226/ (375 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Mid-Market ### 17. [Vorex](https://www.g2.com/products/vorex-vorex/reviews) Kaseya is a premier provider of unified IT management and security software for managed service providers (MSPs) and small to medium-sized businesses (SMBS). Through its customer-centric approach, Kaseya delivers best-in-breed technologies that allow organizations to efficiently manage, secure and backup IT. Kaseya offers a broad array of IT management solutions, including well-known names: Kaseya, IT Glue, RapidFire Tools, Spanning Cloud Apps, ID Agent, Graphus, RocketCyber, TruMethods and Unitrends. These solutions empower businesses to command all of IT centrally, easily manage remote and distributed environments, simplify backup and disaster recovery, safeguard against cybersecurity attacks, effectively manage compliance and network assets, streamline IT documentation and automate across IT management functions. Headquartered in Miami, Florida, Kaseya is privately held with a presence in over 20 countries. **Average Rating:** 4.0/5.0 **Total Reviews:** 1 **How Do G2 Users Rate Vorex?** - **Ticket Prioritization:** 8.3/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 10.0/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 8.3/10 (Category avg: 8.2/10) **Who Is the Company Behind Vorex?** - **Seller:** [Vorex](https://www.g2.com/sellers/vorex) - **Year Founded:** 2007 - **HQ Location:** Dallas, US - **Twitter:** @VorexInc (289 Twitter followers) - **LinkedIn® Page:** http://www.linkedin.com/company/vorex (3 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Enterprise ### 18. [Agentforce IT Service](https://www.g2.com/products/agentforce-it-service/reviews) Stop waiting, start resolving. Unify, simplify, and amplify employee experience with Agentforce IT Service — built on the #1 AI service platform. With humans and AI agents working together, you can instantly resolve issues conversationally, cut service request volumes, and automate incident resolution — everywhere employees work. **Who Is the Company Behind Agentforce IT Service?** - **Seller:** [Salesforce](https://www.g2.com/sellers/salesforce) - **Year Founded:** 1999 - **HQ Location:** San Francisco, CA - **Twitter:** @salesforce (581,299 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/3185/ (88,363 employees on LinkedIn®) - **Ownership:** NYSE:CRM ### 19. [Apsynet Service Support](https://www.g2.com/products/apsynet-service-support/reviews) Service Support is a SaaS solution for receiving and managing internal requests to the company, which covers all of your service centers: General Resources, IT, Telephony, Human Resources, etc. **Who Is the Company Behind Apsynet Service Support?** - **Seller:** [Apsynet Service Desk](https://www.g2.com/sellers/apsynet-service-desk) - **Year Founded:** 1996 - **HQ Location:** Sartrouville, FR - **Twitter:** @apsynet (75 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/apsynet/ (13 employees on LinkedIn®) ### 20. [CDESK](https://www.g2.com/products/cdesk/reviews) CDESK is an excellent helpdesk tool for any company or institution. It is an important tool for digitizing processes thanks to its built-in modules and the possibility of interfacing with other software. CDESK meets the requirements of a demanding Service Desk (ITSM tool) for IT environment. It has integrated functions for service and maintenance – from receiving a request to issuing an invoice, with customized service reports that can be conveniently completed on mobile devices. Discover the comprehensiveness and ease of use of CDESK helpdesk software. **Who Is the Company Behind CDESK?** - **Seller:** [Inova Logic s. r. o.](https://www.g2.com/sellers/inova-logic-s-r-o) - **Year Founded:** 2014 - **HQ Location:** Bratislava, SK - **LinkedIn® Page:** https://www.linkedin.com/company/cdesk (10 employees on LinkedIn®) ### 21. [Continual Service Improvement Software](https://www.g2.com/products/continual-service-improvement-software/reviews) Continual Service Improvement (CSI) is essential for any company, business, or organization striving for excellence. It plays a pivotal role in driving enhanced service quality, delivering significant improvements, and fostering a customer focused user experience. By focusing on efficiency, quality, and value, CSI becomes a key factor in not only meeting but also exceeding the evolving needs and expectations of clients and stakeholders. This ongoing process is integral to maintaining a competitive edge and ensuring sustainable growth across various business dimensions. Streamline your Continual Service Improvement (CSI) process by moving away from traditional Excel spreadsheets and Word documents. These conventional tools can complicate management and tracking, hindering your progress. Embrace CSI Evolve, our tailored solution designed to simplify and enhance your CSI experience. With our intuitive platform, you'll quickly see the benefits of efficient recording, tracking, managing, and reporting on your service improvement endeavors - all for free. Experience the seamless integration and clarity that CSI Evolve brings to your improvement journey. **Who Is the Company Behind Continual Service Improvement Software?** - **Seller:** [CSI Evolve](https://www.g2.com/sellers/csi-evolve) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) ### 22. [EcholoN](https://www.g2.com/products/echolon/reviews) EcholoN, the Enterprise Service Management Software Suite, is a comprehensive solution for service, support and customer care. With the EcholoN Enterprise Service Management Suite, we offer a comprehensive and efficient solution for the organization and control of all processes and services in all specialist areas of your company. You can also integrate partners, customers and suppliers perfectly into the respective process. Interfaces enable seamless process coupling to upstream and downstream systems. EcholoN software enables a high degree of automation with a flexible process structure and workflow control. Process gaps are closed. Established solutions such as CRM, ERP, PPS systems receive a process upgrade and optimization through the provision of best practices. The respective EcholoN solutions offer you a step-by-step introduction to a professional system. You can start with a simple ticket system and switch to the next larger edition with just one software key. All settings, data, information and workflows are retained. The provision of the range of functions thus adapts to your needs. Service management becomes an enrichment. You decide which department and users can use which services. You can start where the process is best optimized. In the IT department with IT Service Management ( ITSM ) also according to ITIL, across departments in Human Resources ( HR ), whether the Service Desk is to be reorganized or Customer Service is striving for a holistic solution with Field Service Management. **Who Is the Company Behind EcholoN?** - **Seller:** [mIT Solutions GmbH](https://www.g2.com/sellers/mit-solutions-gmbh) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) ### 23. [Ellevo Next](https://www.g2.com/products/ellevo-next/reviews) Ellevo Next é uma plataforma desenvolvida para apoiar a gestão de Centros de Serviços Compartilhados (CSC). A solução permite estruturar processos, acompanhar indicadores de desempenho, organizar fluxos operacionais e melhorar a governança das áreas compartilhadas da empresa. **Who Is the Company Behind Ellevo Next?** - **Seller:** [Ellevo](https://www.g2.com/sellers/ellevo) - **Year Founded:** 2006 - **HQ Location:** Balneário Camboriú, Santa Catarina - **LinkedIn® Page:** https://www.linkedin.com/company/ellevo-solucoes (46 employees on LinkedIn®) ### 24. [HEINZELMANN Service.Desk](https://www.g2.com/products/fcs-fair-computer-systems-gmbh0-heinzelmann-service-desk/reviews) If you need a help desk, trouble ticketing solution, issue tracking software, service desk software, customer service software, or ITSM software, the HEINZELMANN Service.Desk might be of interest to you. Thanks to its modular structure, it can be easily adapted to the processes of your organization or public administration. It complies with ITIL and ISIS12 standards. Its features include a web-based self-service portal, automated workflow management, a Scrum module, and support for both IT and non-IT assets, in addition to many other functions. It offers an email interface and can be used either on-premise or as SaaS. Furthermore, it is user-friendly and backed by a support team based in Germany. When combined with the FCS solution Asset.Desk, it can help leverage the benefits of IT Service Management and IT Asset Management. An added bonus: There are no additional customization costs. **Who Is the Company Behind HEINZELMANN Service.Desk?** - **Seller:** [FCS Fair Computer Systems](https://www.g2.com/sellers/fcs-fair-computer-systems) - **Year Founded:** 1999 - **HQ Location:** Nürnberg, DE - **LinkedIn® Page:** https://www.linkedin.com/company/fcs-fair-computer-systems-it-management-solutions/ (22 employees on LinkedIn®) ### 25. [Inserve PSA](https://www.g2.com/products/inserve-psa/reviews) Inserve is user-friendly PSA software designed for Dutch Managed Service Providers (MSPs). Built specifically for small to midsized MSPs, Inserve helps to give owners and managers a real-time grip on performance, productivity, and profitability. From ticketing and time tracking to project management, asset management, sales, reporting, and a self-service portal - we've got you covered. Inserve integrates with tools your team already uses, including RMM platforms (NinjaOne, Datto, N-able), cloud distributors (Ingram Micro, ALSO, TD Synnex), accounting tools (Exact Online, Snelstart), VoIP, and more. These connections eliminate manual data entry, automate license billing, and free up time for valuable work. And with clear dashboards and reports, MSP owners and managers get real-time insight into performance, productivity, and profitability. We pride ourselves on being different from the big, bulky enterprise PSA tools. Our customers choose Inserve for its fast and intuitive interface, all-in-one pricing (with no hidden costs), and personal support — including free onboarding and data migration. No pushy sales cycles. No vendor lock-in. Just good software that helps you grow. Our value lies in what it enables: “We make 10% more billable hours with the same team.” “We finally found a tool that lets us do more without hiring more staff.” “Switching from TopDesk to Inserve was fast and smooth — we were productive right away.” “Support, phone, email and site visits are now properly logged — and revenue is up.” Inserve was founded in 2019 and based in Boxmeer (Netherlands). Inserve is a small, no-nonsense software company with a mission to simplify operations for IT service providers. With more than 150 MSPs using the platform daily, Inserve continues to grow by listening to users and improving the product — every single day. Our product is purpose-built for small to midsized MSPs looking for clarity, structure, and control in their business. Inserve offers essential modules like ticketing, time tracking, project management, asset management, CRM, quotes & sales tracking, recurring revenue tracking, reporting, a plan board, SLA tracking, license managemnet, and a self-service portal — all designed with simplicity in mind. MSPs can get started quickly, without complex onboarding or expensive consultancy projects. Whether you’re just getting started or scaling up, Inserve gives you the structure and freedom to focus on your business — not just your tickets. **Who Is the Company Behind Inserve PSA?** - **Seller:** [Inserve](https://www.g2.com/sellers/inserve-227b0373-08a3-4bc9-8658-833a2934329c) - **Year Founded:** 2019 - **HQ Location:** Boxmeer, North Brabant - **LinkedIn® Page:** https://www.linkedin.com/company/inserve-it/ (6 employees on LinkedIn®) ## What Is Service Desk Software? [IT Management Software](https://www.g2.com/categories/it-management) ## What Software Categories Are Similar to Service Desk Software? - [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) - [Help Desk Software](https://www.g2.com/categories/help-desk) - [Enterprise IT Management Software](https://www.g2.com/categories/enterprise-it-management) - [Incident Management Software](https://www.g2.com/categories/incident-management) - [IT Asset Management Software](https://www.g2.com/categories/it-asset-management) - [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) - [AI IT Agents Software](https://www.g2.com/categories/ai-it-agents) --- ## 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. #### 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. ### 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. ### 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.