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Best Enterprise Service Desk Software

Anindita Sengupta
AS
Researched and written by Anindita Sengupta

Products classified in the overall Service Desk category are similar in many regards and help companies of all sizes solve their business problems. However, enterprise business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Enterprise Business Service Desk to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Enterprise Business Service Desk category.

In addition to qualifying for inclusion in the Service Desk Software category, to qualify for inclusion in the Enterprise Business Service Desk Software category, a product must have at least 10 reviews left by a reviewer from an enterprise business.

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G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.

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33 Listings in Enterprise Service Desk Software Available

(1,193)4.4 out of 5
5th Easiest To Use in Service Desk software
View top Consulting Services for ServiceNow IT Service Management
Save to My Lists
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    ServiceNow IT Service Management (ITSM) is a comprehensive cloud-based AI software solution designed to streamline and enhance the delivery of IT services within a business. With ServiceNow ITSM, orga

    Users
    • Consultant
    • Software Engineer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 73% Enterprise
    • 21% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • ServiceNow IT Service Management Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    146
    Incident Management
    97
    Features
    88
    Efficiency
    85
    Integrations
    74
    Cons
    Learning Curve
    63
    Expensive
    52
    Limited Customization
    45
    Complexity
    44
    Customization Difficulty
    42
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • ServiceNow IT Service Management features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 8.6
    8.9
    Ticket Prioritization
    Average: 8.6
    9.0
    Automate Ticket Routing
    Average: 8.7
    8.7
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Company Website
    Year Founded
    2004
    HQ Location
    Santa Clara, CA
    Twitter
    @servicenow
    52,849 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    31,344 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

ServiceNow IT Service Management (ITSM) is a comprehensive cloud-based AI software solution designed to streamline and enhance the delivery of IT services within a business. With ServiceNow ITSM, orga

Users
  • Consultant
  • Software Engineer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 73% Enterprise
  • 21% Mid-Market
ServiceNow IT Service Management Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
146
Incident Management
97
Features
88
Efficiency
85
Integrations
74
Cons
Learning Curve
63
Expensive
52
Limited Customization
45
Complexity
44
Customization Difficulty
42
ServiceNow IT Service Management features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 8.6
8.9
Ticket Prioritization
Average: 8.6
9.0
Automate Ticket Routing
Average: 8.7
8.7
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Company Website
Year Founded
2004
HQ Location
Santa Clara, CA
Twitter
@servicenow
52,849 Twitter followers
LinkedIn® Page
www.linkedin.com
31,344 employees on LinkedIn®
(1,306)4.6 out of 5
Optimized for quick response
3rd Easiest To Use in Service Desk software
Save to My Lists
Entry Level Price:$19.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Freshservice is Freshworks’s intelligent, right-sized, cloud-native service management solution. Freshservice does this by taking a fresh approach to building and delivering modern employee experience

    Users
    • IT Manager
    • IT Director
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 61% Mid-Market
    • 21% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Freshservice Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    69
    Features
    38
    Automation
    36
    Integrations
    28
    Easy Setup
    26
    Cons
    Missing Features
    22
    Limited Features
    18
    Learning Curve
    16
    Limited Customization
    16
    Poor Reporting
    13
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Freshservice features and usability ratings that predict user satisfaction
    9.1
    Has the product been a good partner in doing business?
    Average: 8.6
    8.9
    Ticket Prioritization
    Average: 8.6
    9.1
    Automate Ticket Routing
    Average: 8.7
    8.6
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Company Website
    Year Founded
    2010
    HQ Location
    San Mateo, CA
    Twitter
    @FreshworksInc
    19,074 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    9,542 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Freshservice is Freshworks’s intelligent, right-sized, cloud-native service management solution. Freshservice does this by taking a fresh approach to building and delivering modern employee experience

Users
  • IT Manager
  • IT Director
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 61% Mid-Market
  • 21% Enterprise
Freshservice Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
69
Features
38
Automation
36
Integrations
28
Easy Setup
26
Cons
Missing Features
22
Limited Features
18
Learning Curve
16
Limited Customization
16
Poor Reporting
13
Freshservice features and usability ratings that predict user satisfaction
9.1
Has the product been a good partner in doing business?
Average: 8.6
8.9
Ticket Prioritization
Average: 8.6
9.1
Automate Ticket Routing
Average: 8.7
8.6
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Company Website
Year Founded
2010
HQ Location
San Mateo, CA
Twitter
@FreshworksInc
19,074 Twitter followers
LinkedIn® Page
www.linkedin.com
9,542 employees on LinkedIn®

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(949)4.3 out of 5
7th Easiest To Use in Service Desk software
View top Consulting Services for Jira Service Management
Save to My Lists
Entry Level Price:0 /agent/month
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Jira Service Management is an IT Service Management (ITSM) solution. Built on the Atlassian platform, Jira Service Management enables teams to deliver and manage services for internal and external sta

    Users
    • Software Engineer
    • Senior Software Engineer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 42% Mid-Market
    • 38% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Jira Service Management Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    35
    Automation
    25
    Ticket Management
    24
    Tracking Ease
    24
    Features
    23
    Cons
    Learning Curve
    30
    Steep Learning Curve
    23
    Complexity
    22
    Complex Setup
    15
    Complex UI
    12
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Jira Service Management features and usability ratings that predict user satisfaction
    8.7
    Has the product been a good partner in doing business?
    Average: 8.6
    8.8
    Ticket Prioritization
    Average: 8.6
    8.7
    Automate Ticket Routing
    Average: 8.7
    8.5
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Atlassian
    Company Website
    Year Founded
    2002
    HQ Location
    Sydney and San Francisco
    Twitter
    @Atlassian
    105,559 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    19,572 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Jira Service Management is an IT Service Management (ITSM) solution. Built on the Atlassian platform, Jira Service Management enables teams to deliver and manage services for internal and external sta

Users
  • Software Engineer
  • Senior Software Engineer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 42% Mid-Market
  • 38% Enterprise
Jira Service Management Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
35
Automation
25
Ticket Management
24
Tracking Ease
24
Features
23
Cons
Learning Curve
30
Steep Learning Curve
23
Complexity
22
Complex Setup
15
Complex UI
12
Jira Service Management features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 8.6
8.8
Ticket Prioritization
Average: 8.6
8.7
Automate Ticket Routing
Average: 8.7
8.5
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
Atlassian
Company Website
Year Founded
2002
HQ Location
Sydney and San Francisco
Twitter
@Atlassian
105,559 Twitter followers
LinkedIn® Page
www.linkedin.com
19,572 employees on LinkedIn®
(731)4.5 out of 5
Optimized for quick response
4th Easiest To Use in Service Desk software
Save to My Lists
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 operationa

    Users
    • IT Manager
    • System Administrator
    Industries
    • Information Technology and Services
    • Hospital & Health Care
    Market Segment
    • 60% Mid-Market
    • 29% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • SysAid Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    40
    Customer Support
    34
    Features
    26
    Ticket Management
    26
    Automation
    24
    Cons
    Missing Features
    15
    Steep Learning Curve
    11
    Limited Customization
    10
    Ticketing Issues
    10
    Clunky Interface
    9
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • SysAid features and usability ratings that predict user satisfaction
    9.1
    Has the product been a good partner in doing business?
    Average: 8.6
    8.9
    Ticket Prioritization
    Average: 8.6
    9.0
    Automate Ticket Routing
    Average: 8.7
    8.5
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    SysAid
    Company Website
    Year Founded
    2002
    HQ Location
    Toronto, Canada
    Twitter
    @sysaid
    9,677 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    234 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 operationa

Users
  • IT Manager
  • System Administrator
Industries
  • Information Technology and Services
  • Hospital & Health Care
Market Segment
  • 60% Mid-Market
  • 29% Enterprise
SysAid Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
40
Customer Support
34
Features
26
Ticket Management
26
Automation
24
Cons
Missing Features
15
Steep Learning Curve
11
Limited Customization
10
Ticketing Issues
10
Clunky Interface
9
SysAid features and usability ratings that predict user satisfaction
9.1
Has the product been a good partner in doing business?
Average: 8.6
8.9
Ticket Prioritization
Average: 8.6
9.0
Automate Ticket Routing
Average: 8.7
8.5
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
SysAid
Company Website
Year Founded
2002
HQ Location
Toronto, Canada
Twitter
@sysaid
9,677 Twitter followers
LinkedIn® Page
www.linkedin.com
234 employees on LinkedIn®
(65)4.8 out of 5
9th Easiest To Use in Service Desk software
Save to My Lists
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Proactivanet is a certificated and fully integrated software for managing IT assets and services. Proactivanet ITAM is the only vendor that guarantees a 100% discovery of your IT inventory. Proactivan

    Users
    No information available
    Industries
    • Information Technology and Services
    • Financial Services
    Market Segment
    • 52% Mid-Market
    • 34% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Proactivanet Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    3
    Automation
    2
    Customer Support
    2
    Customization
    2
    Communication Efficiency
    1
    Cons
    Limited Customization
    1
    Limited Features
    1
    Limited Functionality
    1
    Mobile App Issues
    1
    Poor Interface Design
    1
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Proactivanet features and usability ratings that predict user satisfaction
    9.6
    Has the product been a good partner in doing business?
    Average: 8.6
    9.4
    Ticket Prioritization
    Average: 8.6
    9.4
    Automate Ticket Routing
    Average: 8.7
    9.0
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Year Founded
    1998
    HQ Location
    Gijon
    Twitter
    @ProactivaNET
    1,783 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    59 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Proactivanet is a certificated and fully integrated software for managing IT assets and services. Proactivanet ITAM is the only vendor that guarantees a 100% discovery of your IT inventory. Proactivan

Users
No information available
Industries
  • Information Technology and Services
  • Financial Services
Market Segment
  • 52% Mid-Market
  • 34% Enterprise
Proactivanet Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
3
Automation
2
Customer Support
2
Customization
2
Communication Efficiency
1
Cons
Limited Customization
1
Limited Features
1
Limited Functionality
1
Mobile App Issues
1
Poor Interface Design
1
Proactivanet features and usability ratings that predict user satisfaction
9.6
Has the product been a good partner in doing business?
Average: 8.6
9.4
Ticket Prioritization
Average: 8.6
9.4
Automate Ticket Routing
Average: 8.7
9.0
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Year Founded
1998
HQ Location
Gijon
Twitter
@ProactivaNET
1,783 Twitter followers
LinkedIn® Page
www.linkedin.com
59 employees on LinkedIn®
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 supp

    Users
    • IT Manager
    • System Administrator
    Industries
    • Information Technology and Services
    • Financial Services
    Market Segment
    • 59% Mid-Market
    • 31% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • ManageEngine ServiceDesk Plus Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    9
    Features
    7
    Intuitive
    7
    User Interface
    6
    Asset Management
    5
    Cons
    Complexity
    3
    Limited Features
    3
    Poor Customer Support
    3
    Complex Setup
    2
    Limited Functionality
    2
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • ManageEngine ServiceDesk Plus features and usability ratings that predict user satisfaction
    8.3
    Has the product been a good partner in doing business?
    Average: 8.6
    8.6
    Ticket Prioritization
    Average: 8.6
    8.7
    Automate Ticket Routing
    Average: 8.7
    8.1
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Year Founded
    2002
    HQ Location
    Del Valle, Texas
    Twitter
    @manageengine
    7,869 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    550 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 supp

Users
  • IT Manager
  • System Administrator
Industries
  • Information Technology and Services
  • Financial Services
Market Segment
  • 59% Mid-Market
  • 31% Enterprise
ManageEngine ServiceDesk Plus Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
9
Features
7
Intuitive
7
User Interface
6
Asset Management
5
Cons
Complexity
3
Limited Features
3
Poor Customer Support
3
Complex Setup
2
Limited Functionality
2
ManageEngine ServiceDesk Plus features and usability ratings that predict user satisfaction
8.3
Has the product been a good partner in doing business?
Average: 8.6
8.6
Ticket Prioritization
Average: 8.6
8.7
Automate Ticket Routing
Average: 8.7
8.1
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Year Founded
2002
HQ Location
Del Valle, Texas
Twitter
@manageengine
7,869 Twitter followers
LinkedIn® Page
www.linkedin.com
550 employees on LinkedIn®
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Vivantio provides service management software for teams that support internal and external customers. Our platform scales to meet the needs of large, multi-site organizations, optimizing workflows acr

    Users
    • IT Manager
    Industries
    • Information Technology and Services
    • Outsourcing/Offshoring
    Market Segment
    • 57% Mid-Market
    • 28% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Vivantio Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    69
    Efficiency
    31
    Helpful
    30
    Intuitive
    30
    Features
    29
    Cons
    Learning Curve
    18
    Ticketing Issues
    18
    Improvement Needed
    16
    Complexity
    14
    Missing Features
    14
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Vivantio features and usability ratings that predict user satisfaction
    8.9
    Has the product been a good partner in doing business?
    Average: 8.6
    8.8
    Ticket Prioritization
    Average: 8.6
    8.5
    Automate Ticket Routing
    Average: 8.7
    8.1
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Vivantio
    Year Founded
    2003
    HQ Location
    Boston, MA
    Twitter
    @Vivantio
    114 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    29 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Vivantio provides service management software for teams that support internal and external customers. Our platform scales to meet the needs of large, multi-site organizations, optimizing workflows acr

Users
  • IT Manager
Industries
  • Information Technology and Services
  • Outsourcing/Offshoring
Market Segment
  • 57% Mid-Market
  • 28% Enterprise
Vivantio Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
69
Efficiency
31
Helpful
30
Intuitive
30
Features
29
Cons
Learning Curve
18
Ticketing Issues
18
Improvement Needed
16
Complexity
14
Missing Features
14
Vivantio features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 8.6
8.8
Ticket Prioritization
Average: 8.6
8.5
Automate Ticket Routing
Average: 8.7
8.1
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
Vivantio
Year Founded
2003
HQ Location
Boston, MA
Twitter
@Vivantio
114 Twitter followers
LinkedIn® Page
www.linkedin.com
29 employees on LinkedIn®
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    SymphonyAI IT Service Management offers an enterprise-class solution that delivers measurable business outcomes leveraging automation, predictive, and generative AI. Customers have been able to automa

    Users
    No information available
    Industries
    • Information Technology and Services
    • Automotive
    Market Segment
    • 68% Enterprise
    • 32% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • SymphonyAI IT Service Management Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    10
    User Interface
    5
    Asset Management
    3
    Automation
    3
    Configuration Ease
    3
    Cons
    Complex Setup
    4
    Limited Functionality
    4
    Missing Features
    4
    Complex Configuration
    3
    Complexity
    3
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • SymphonyAI IT Service Management features and usability ratings that predict user satisfaction
    8.7
    Has the product been a good partner in doing business?
    Average: 8.6
    8.6
    Ticket Prioritization
    Average: 8.6
    8.5
    Automate Ticket Routing
    Average: 8.7
    8.2
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Year Founded
    2017
    HQ Location
    Palo Alto, California
    Twitter
    @SymphonySummit
    481 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    2,054 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

SymphonyAI IT Service Management offers an enterprise-class solution that delivers measurable business outcomes leveraging automation, predictive, and generative AI. Customers have been able to automa

Users
No information available
Industries
  • Information Technology and Services
  • Automotive
Market Segment
  • 68% Enterprise
  • 32% Mid-Market
SymphonyAI IT Service Management Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
10
User Interface
5
Asset Management
3
Automation
3
Configuration Ease
3
Cons
Complex Setup
4
Limited Functionality
4
Missing Features
4
Complex Configuration
3
Complexity
3
SymphonyAI IT Service Management features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 8.6
8.6
Ticket Prioritization
Average: 8.6
8.5
Automate Ticket Routing
Average: 8.7
8.2
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Year Founded
2017
HQ Location
Palo Alto, California
Twitter
@SymphonySummit
481 Twitter followers
LinkedIn® Page
www.linkedin.com
2,054 employees on LinkedIn®
(927)4.6 out of 5
Optimized for quick response
1st Easiest To Use in Service Desk software
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  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    The first and only Agentic AI platform for IT management, offers a digital workforce of AI agents that proactively and autonomously support your entire IT operation. Atera’s all-in-one IT management

    Users
    • Owner
    • IT Manager
    Industries
    • Information Technology and Services
    • Computer & Network Security
    Market Segment
    • 60% Small-Business
    • 35% Mid-Market
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Atera is a platform that assists in diagnosing issues, implementing solutions, and managing systems through features like Patching and Automation.
    • Reviewers like the ease of setup, the ability to combine old systems, the automation options, and the preventative maintenance provided by the platform.
    • Users experienced issues with ticket editing options, limitations in reporting and customization, and occasional inaccuracies in system readings.
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Atera Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    501
    Features
    326
    Automation
    272
    Remote Access
    229
    Customer Support
    224
    Cons
    Missing Features
    234
    Limited Features
    163
    Feature Issues
    120
    Improvement Needed
    103
    Expensive
    82
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Atera features and usability ratings that predict user satisfaction
    9.2
    Has the product been a good partner in doing business?
    Average: 8.6
    8.4
    Ticket Prioritization
    Average: 8.6
    8.4
    Automate Ticket Routing
    Average: 8.7
    8.1
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Atera
    Company Website
    Year Founded
    2011
    HQ Location
    Tel Aviv
    Twitter
    @AteraCloud
    1,676 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    359 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

The first and only Agentic AI platform for IT management, offers a digital workforce of AI agents that proactively and autonomously support your entire IT operation. Atera’s all-in-one IT management

Users
  • Owner
  • IT Manager
Industries
  • Information Technology and Services
  • Computer & Network Security
Market Segment
  • 60% Small-Business
  • 35% Mid-Market
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Atera is a platform that assists in diagnosing issues, implementing solutions, and managing systems through features like Patching and Automation.
  • Reviewers like the ease of setup, the ability to combine old systems, the automation options, and the preventative maintenance provided by the platform.
  • Users experienced issues with ticket editing options, limitations in reporting and customization, and occasional inaccuracies in system readings.
Atera Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
501
Features
326
Automation
272
Remote Access
229
Customer Support
224
Cons
Missing Features
234
Limited Features
163
Feature Issues
120
Improvement Needed
103
Expensive
82
Atera features and usability ratings that predict user satisfaction
9.2
Has the product been a good partner in doing business?
Average: 8.6
8.4
Ticket Prioritization
Average: 8.6
8.4
Automate Ticket Routing
Average: 8.7
8.1
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
Atera
Company Website
Year Founded
2011
HQ Location
Tel Aviv
Twitter
@AteraCloud
1,676 Twitter followers
LinkedIn® Page
www.linkedin.com
359 employees on LinkedIn®
(180)4.7 out of 5
2nd Easiest To Use in Service Desk software
Save to My Lists
Entry Level Price:Starting at $11.99
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Helpdesk 365 is a reliable AI-powered helpdesk software built to simplify internal support operations and boost team productivity. Designed for businesses using Microsoft 365, it integrates seamlessly

    Users
    No information available
    Industries
    • Insurance
    • Computer & Network Security
    Market Segment
    • 62% Mid-Market
    • 12% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Helpdesk 365 Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    80
    Customer Support
    40
    Features
    35
    Ticket Management
    32
    Helpful
    26
    Cons
    Learning Curve
    11
    Ticketing Issues
    8
    Complex Setup
    7
    Limited Features
    7
    Missing Features
    7
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Helpdesk 365 features and usability ratings that predict user satisfaction
    9.2
    Has the product been a good partner in doing business?
    Average: 8.6
    9.3
    Ticket Prioritization
    Average: 8.6
    8.9
    Automate Ticket Routing
    Average: 8.7
    9.0
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Company Website
    Year Founded
    2015
    HQ Location
    Wilmington, US
    Twitter
    @cubiclogics
    15 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    115 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Helpdesk 365 is a reliable AI-powered helpdesk software built to simplify internal support operations and boost team productivity. Designed for businesses using Microsoft 365, it integrates seamlessly

Users
No information available
Industries
  • Insurance
  • Computer & Network Security
Market Segment
  • 62% Mid-Market
  • 12% Enterprise
Helpdesk 365 Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
80
Customer Support
40
Features
35
Ticket Management
32
Helpful
26
Cons
Learning Curve
11
Ticketing Issues
8
Complex Setup
7
Limited Features
7
Missing Features
7
Helpdesk 365 features and usability ratings that predict user satisfaction
9.2
Has the product been a good partner in doing business?
Average: 8.6
9.3
Ticket Prioritization
Average: 8.6
8.9
Automate Ticket Routing
Average: 8.7
9.0
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Company Website
Year Founded
2015
HQ Location
Wilmington, US
Twitter
@cubiclogics
15 Twitter followers
LinkedIn® Page
www.linkedin.com
115 employees on LinkedIn®
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 desk

    Users
    No information available
    Industries
    No information available
    Market Segment
    • 57% Mid-Market
    • 40% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • TOPdesk Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Customer Support
    1
    Ease of Use
    1
    Easy Integrations
    1
    Features
    1
    Intuitive
    1
    Cons
    Access Control
    1
    Missing Features
    1
    Ticketing Issues
    1
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • TOPdesk features and usability ratings that predict user satisfaction
    8.3
    Has the product been a good partner in doing business?
    Average: 8.6
    8.3
    Ticket Prioritization
    Average: 8.6
    8.8
    Automate Ticket Routing
    Average: 8.7
    8.1
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    TOPdesk
    HQ Location
    Delft, Zuid-Holland
    Twitter
    @TOPdesk
    1,772 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    580 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 desk

Users
No information available
Industries
No information available
Market Segment
  • 57% Mid-Market
  • 40% Enterprise
TOPdesk Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Customer Support
1
Ease of Use
1
Easy Integrations
1
Features
1
Intuitive
1
Cons
Access Control
1
Missing Features
1
Ticketing Issues
1
TOPdesk features and usability ratings that predict user satisfaction
8.3
Has the product been a good partner in doing business?
Average: 8.6
8.3
Ticket Prioritization
Average: 8.6
8.8
Automate Ticket Routing
Average: 8.7
8.1
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
TOPdesk
HQ Location
Delft, Zuid-Holland
Twitter
@TOPdesk
1,772 Twitter followers
LinkedIn® Page
www.linkedin.com
580 employees on LinkedIn®
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Incident IQ is a workflow management solution built by K-12, exclusively for K-12. Headquartered in Atlanta, GA, Incident IQ is 170+ strong and made up of former educators, K-12 IT technicians, and

    Users
    • Technology Specialist
    Industries
    • Primary/Secondary Education
    • Information Technology and Services
    Market Segment
    • 59% Mid-Market
    • 39% Enterprise
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Incident IQ features and usability ratings that predict user satisfaction
    9.4
    Has the product been a good partner in doing business?
    Average: 8.6
    8.9
    Ticket Prioritization
    Average: 8.6
    9.0
    Automate Ticket Routing
    Average: 8.7
    8.4
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Year Founded
    2016
    HQ Location
    Atlanta, Georgia
    Twitter
    @IncidentIQ
    412 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    214 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Incident IQ is a workflow management solution built by K-12, exclusively for K-12. Headquartered in Atlanta, GA, Incident IQ is 170+ strong and made up of former educators, K-12 IT technicians, and

Users
  • Technology Specialist
Industries
  • Primary/Secondary Education
  • Information Technology and Services
Market Segment
  • 59% Mid-Market
  • 39% Enterprise
Incident IQ features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 8.6
8.9
Ticket Prioritization
Average: 8.6
9.0
Automate Ticket Routing
Average: 8.7
8.4
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Year Founded
2016
HQ Location
Atlanta, Georgia
Twitter
@IncidentIQ
412 Twitter followers
LinkedIn® Page
www.linkedin.com
214 employees on LinkedIn®
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    EasyVista Service Manager is a proven ITSM solution with the sophistication to support the most complex ITIL requirements but with the simplicity, agility, and mobility required to make ITSM easy to u

    Users
    No information available
    Industries
    • Information Technology and Services
    • Higher Education
    Market Segment
    • 60% Enterprise
    • 30% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • EasyVista Service Manager Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Integrations
    5
    Ease of Use
    3
    Flexibility
    3
    Implementation Ease
    3
    Customer Support
    2
    Cons
    Complexity
    1
    Complex Reporting
    1
    Confusing Interface
    1
    Inadequate Reporting
    1
    Learning Curve
    1
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • EasyVista Service Manager features and usability ratings that predict user satisfaction
    8.1
    Has the product been a good partner in doing business?
    Average: 8.6
    6.9
    Ticket Prioritization
    Average: 8.6
    7.6
    Automate Ticket Routing
    Average: 8.7
    5.9
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    EasyVista
    Year Founded
    1988
    HQ Location
    Noisy-le-Grand
    Twitter
    @EasyVista
    1,281 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    372 employees on LinkedIn®
    Ownership
    EPA: ALEZV
Product Description
How are these determined?Information
This description is provided by the seller.

EasyVista Service Manager is a proven ITSM solution with the sophistication to support the most complex ITIL requirements but with the simplicity, agility, and mobility required to make ITSM easy to u

Users
No information available
Industries
  • Information Technology and Services
  • Higher Education
Market Segment
  • 60% Enterprise
  • 30% Mid-Market
EasyVista Service Manager Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Integrations
5
Ease of Use
3
Flexibility
3
Implementation Ease
3
Customer Support
2
Cons
Complexity
1
Complex Reporting
1
Confusing Interface
1
Inadequate Reporting
1
Learning Curve
1
EasyVista Service Manager features and usability ratings that predict user satisfaction
8.1
Has the product been a good partner in doing business?
Average: 8.6
6.9
Ticket Prioritization
Average: 8.6
7.6
Automate Ticket Routing
Average: 8.7
5.9
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
EasyVista
Year Founded
1988
HQ Location
Noisy-le-Grand
Twitter
@EasyVista
1,281 Twitter followers
LinkedIn® Page
www.linkedin.com
372 employees on LinkedIn®
Ownership
EPA: ALEZV
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    For IT or line of business teams responsible for providing service to internal or external customers, Ivanti is the world’s leader in IT service management solutions. Proactively resolve incidents bef

    Users
    No information available
    Industries
    • Information Technology and Services
    • Government Administration
    Market Segment
    • 63% Enterprise
    • 33% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Ivanti Neurons for ITSM Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Customer Support
    1
    Customizability
    1
    Customization
    1
    Ease of Use
    1
    Features
    1
    Cons
    Limited Features
    1
    Missing Features
    1
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Ivanti Neurons for ITSM features and usability ratings that predict user satisfaction
    8.1
    Has the product been a good partner in doing business?
    Average: 8.6
    8.4
    Ticket Prioritization
    Average: 8.6
    8.1
    Automate Ticket Routing
    Average: 8.7
    7.5
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Ivanti
    Year Founded
    1985
    HQ Location
    South Jordan, UT
    Twitter
    @GoIvanti
    6,766 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    2,984 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

For IT or line of business teams responsible for providing service to internal or external customers, Ivanti is the world’s leader in IT service management solutions. Proactively resolve incidents bef

Users
No information available
Industries
  • Information Technology and Services
  • Government Administration
Market Segment
  • 63% Enterprise
  • 33% Mid-Market
Ivanti Neurons for ITSM Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Customer Support
1
Customizability
1
Customization
1
Ease of Use
1
Features
1
Cons
Limited Features
1
Missing Features
1
Ivanti Neurons for ITSM features and usability ratings that predict user satisfaction
8.1
Has the product been a good partner in doing business?
Average: 8.6
8.4
Ticket Prioritization
Average: 8.6
8.1
Automate Ticket Routing
Average: 8.7
7.5
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
Ivanti
Year Founded
1985
HQ Location
South Jordan, UT
Twitter
@GoIvanti
6,766 Twitter followers
LinkedIn® Page
www.linkedin.com
2,984 employees on LinkedIn®
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 be

    Users
    • IT Manager
    • Network Administrator
    Industries
    • Information Technology and Services
    • Education Management
    Market Segment
    • 65% Mid-Market
    • 23% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Spiceworks Cloud Help Desk Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Collaboration
    1
    Communication Efficiency
    1
    Efficiency
    1
    Incident Management
    1
    Team Collaboration
    1
    Cons
    Connectivity Issues
    1
    Integration Issues
    1
    Limited Functionality
    1
    Missing Features
    1
    Notification Issues
    1
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Spiceworks Cloud Help Desk features and usability ratings that predict user satisfaction
    8.9
    Has the product been a good partner in doing business?
    Average: 8.6
    8.8
    Ticket Prioritization
    Average: 8.6
    9.0
    Automate Ticket Routing
    Average: 8.7
    8.2
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Year Founded
    1995
    HQ Location
    New York
    Twitter
    @ziffdavis
    1,407 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    6,540 employees on LinkedIn®
    Ownership
    NASDAQ: ZD
Product Description
How are these determined?Information
This description is provided by the seller.

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 be

Users
  • IT Manager
  • Network Administrator
Industries
  • Information Technology and Services
  • Education Management
Market Segment
  • 65% Mid-Market
  • 23% Small-Business
Spiceworks Cloud Help Desk Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Collaboration
1
Communication Efficiency
1
Efficiency
1
Incident Management
1
Team Collaboration
1
Cons
Connectivity Issues
1
Integration Issues
1
Limited Functionality
1
Missing Features
1
Notification Issues
1
Spiceworks Cloud Help Desk features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 8.6
8.8
Ticket Prioritization
Average: 8.6
9.0
Automate Ticket Routing
Average: 8.7
8.2
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Year Founded
1995
HQ Location
New York
Twitter
@ziffdavis
1,407 Twitter followers
LinkedIn® Page
www.linkedin.com
6,540 employees on LinkedIn®
Ownership
NASDAQ: ZD