Best Enterprise Service Desk Software - Page 2

How Many Service Desk Software Products Does G2 Track?

Total Products under this Category: 150

Category Stats (Oct 2026)

  • Average Rating: 4.34/5 (↓0.01 vs Sep 2026) The average rating of products in this category, based on all submitted ratings
  • Top Trending Product: Ivanti ITSM (+0.6%) - Among all products in this category, Ivanti ITSM recorded the largest rating increase compared to last month

Last updated: October 15, 2026

How Does G2 Rank Service Desk Software Products?

Why You Can Trust G2's Software Rankings:

  • 30 Analysts and Data Experts
  • 18,800+ Authentic Reviews
  • 150+ Products
  • Unbiased Rankings

G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category.

G2 Grid® for Service Desk Software

G2 Grid® for Service Desk Software plotting products by satisfaction and market presence

Highlighted products: ServiceNow IT Service Management, Freshservice, Jira Service Management, SymphonyAI IT Service Management, Remote Monitoring and Management, Ivanti ITSM, SysAid, and monday service.

Underlying data: [Grid® JSON](https://www.g2.com/categories/service-desk/grids.json?focus%5B%5D=servicenow-it-service-management&focus%5B%5D=freshservice&focus%5B%5D=jira-service-management&focus%5B%5D=symphonyai-it-service-management&focus%5B%5D=remote-monitoring-and-management&focus%5B%5D=ivanti-ivanti-itsm&focus%5B%5D=sysaid&focus%5B%5D=monday-service&segment=enterprise)

Vivantio

Vivantio is service management software that helps IT teams, service desks, and customer support teams implement quickly, scale efficiently, and adapt workflows without added complexity. Vivantio helps service teams manage complexity without adding more of it. Built for IT service management, customer service operations, and enterprise service delivery, Vivantio gives teams the structure, flexibility, and visibility they need to improve service over time. Teams use Vivantio to implement faster, standardize workflows, automate manual work, and continuously improve service performance across departments. Key capabilities include: Fast, structured implementation Flexible workflows, forms, and processes Role-based workspaces and automation Reporting and dashboards for service improvement Self-service, knowledge management, and omni-channel support Vivantio is a strong fit for organizations that need powerful service management without forcing teams into rigid, overbuilt systems.

Average Rating: 4.3/5.0

Total Reviews: 294

How Do G2 Users Rate Vivantio?

  • Has the product been a good partner in doing business?: 8.9/10 (Category avg: 8.6/10)
  • Ticket Prioritization: 8.8/10 (Category avg: 8.7/10)
  • Automate Ticket Routing: 8.5/10 (Category avg: 8.8/10)
  • Knowledge Base/Ticket Integration: 8.1/10 (Category avg: 8.3/10)

Who Is the Company Behind Vivantio?

  • Seller: Vivantio
  • Year Founded: 2003
  • HQ Location: Boston, MA
  • Twitter: @Vivantio
    110 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    27 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: IT Manager
  • Top Industries: Information Technology and Services, Outsourcing/Offshoring
  • Company Size: 58% Medium, 28% Large

What Do G2 Reviewers Say About Vivantio?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of Vivantio, benefiting from its user-friendly features and effective support systems.
  • Users value Vivantio's helpful and reliable customer support, enhancing their incident management and overall operational efficiency.
  • Users value the customizability of Vivantio, enjoying tailored dashboards and effortless integration of personal changes.
  • Users value the extensive customization options in Vivantio, enhancing workflows and improving incident management processes.
  • Users appreciate the efficiency of Vivantio, maximizing productivity and automating complex tasks seamlessly within their workflow.
Cons
  • Users report poor performance with Vivantio, especially under heavy ticket volumes and large database usage.
  • Users find the complexity of setup and customization overwhelming, particularly when managing large ticket volumes.
  • Users experience slow loading issues with Vivantio, particularly when handling large volumes of tickets and databases.
  • Users report slow performance with Vivantio, particularly when handling large volumes of tickets and complex matters.
  • Users find the learning curve steep with Vivantio, requiring time and expertise to navigate its complexities.

What Are Recent G2 Reviews of Vivantio?

What Are G2 Users Discussing About Vivantio?

Hornbill Service Manager

Hornbill's 100% codeless environment, out-of-the-box workflows, and powerful process automation delivers an ITSM solution that is up-and-running in weeks, at a fraction of the cost. Configuring Hornbill is child's play. Self-sufficient teams can take ownership, and rapidly adapt the solution to their service delivery needs, without developers or dedicated resources. Automatic software updates deliver new functionality, keeping your Service Desk on the latest version, without lifting a finger.

Average Rating: 4.5/5.0

Total Reviews: 136

How Do G2 Users Rate Hornbill Service Manager?

  • Has the product been a good partner in doing business?: 9.3/10 (Category avg: 8.6/10)
  • Ticket Prioritization: 8.6/10 (Category avg: 8.7/10)
  • Automate Ticket Routing: 8.5/10 (Category avg: 8.8/10)
  • Knowledge Base/Ticket Integration: 8.2/10 (Category avg: 8.3/10)

Who Is the Company Behind Hornbill Service Manager?

  • Seller: Hornbill
  • Year Founded: 1995
  • HQ Location: Ruislip, UNITED KINGDOM
  • Twitter: @Hornbill
    957 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    178 employees on LinkedIn®

Who Uses This Product?

  • Top Industries: Information Technology and Services, Government Administration
  • Company Size: 58% Large, 39% Medium

What Are Recent G2 Reviews of Hornbill Service Manager?

TOPdesk

TOPdesk is an award-winning developer and provider of service management solutions that enable medium, large and multinational organisations to manage their IT, Facilities Management, and HR help desks. TOPdesk seamlessly integrates multiple support processes in a single system facilitating collaboration amongst departments and delivering better customer service with Shared Service Management. Offered on-premises or as SaaS, TOPdesk's ITIL-aligned solution optimises services with a user-friendly application, expert consultants and knowledgeable support team. With over 25 years of experience, 4,500+ customers worldwide and offices in 11 countries, TOPdesk is continually expanding and imparting knowledge and expertise globally, while remaining loyal to its customer focused values.

Average Rating: 4.1/5.0

Total Reviews: 28

How Do G2 Users Rate TOPdesk?

  • Has the product been a good partner in doing business?: 8.3/10 (Category avg: 8.6/10)
  • Ticket Prioritization: 8.4/10 (Category avg: 8.7/10)
  • Automate Ticket Routing: 8.8/10 (Category avg: 8.8/10)
  • Knowledge Base/Ticket Integration: 8.1/10 (Category avg: 8.3/10)

Who Is the Company Behind TOPdesk?

  • Seller: TOPdesk
  • HQ Location: Delft, Zuid-Holland
  • Twitter: @TOPdesk
    1,756 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    724 employees on LinkedIn®

Who Uses This Product?

  • Company Size: 57% Medium, 40% Large

What Do G2 Reviewers Say About TOPdesk?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the user-friendly report generation and auto population features, enhancing overall usability of TOPdesk.
  • Users find the ability to add a knowledge database enhances their asset management experience in TOPdesk.
  • Users value the automation features of TOPdesk, particularly for report generation and data auto-population.
  • Users value the always available customer support in TOPdesk, ensuring assistance whenever needed.
  • Users enjoy the user-friendly experience of TOPdesk, making it easy to navigate and utilize effectively.
Cons
  • Users find the ticketing system cumbersome, needing multiple clicks and lacking external acknowledgment options.
  • Users find the lack of external acknowledgement options limiting and face difficulties with automatic email allocation.
  • Users find a steep learning curve initially, but familiarity makes the software easier to navigate over time.
  • Users feel the missing features limit TOPdesk's functionality, particularly in stakeholder communication and email allocation.

What Are Recent G2 Reviews of TOPdesk?

What Are G2 Users Discussing About TOPdesk?

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Incident IQ

Incident IQ is a unified operations platform purpose-built for K-12 schools and districts. It connects IT, facilities, and administrative workflows in one place, giving district teams centralized communication, deep visibility into assets and operations, and the flexibility to scale as their needs grow. The iiQ platform includes Ticketing, Assets, Facilities, Events, Resources, and HR Service Delivery. More than 2,250 districts and 240 independent schools rely on it, and districts have seen a 24% lower device-loss rate in their first year. Built by former educators and K-12 IT leaders, the platform helps districts spend less time managing operations and more time supporting student learning.

Average Rating: 4.6/5.0

Total Reviews: 218

How Do G2 Users Rate Incident IQ?

  • Has the product been a good partner in doing business?: 9.3/10 (Category avg: 8.6/10)
  • Ticket Prioritization: 8.9/10 (Category avg: 8.7/10)
  • Automate Ticket Routing: 9.0/10 (Category avg: 8.8/10)
  • Knowledge Base/Ticket Integration: 8.4/10 (Category avg: 8.3/10)

Who Is the Company Behind Incident IQ?

  • Seller: Incident IQ
  • Year Founded: 2016
  • HQ Location: Atlanta, Georgia
  • Twitter: @IncidentIQ
    405 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    216 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Technology Specialist
  • Top Industries: Primary/Secondary Education, Information Technology and Services
  • Company Size: 59% Medium, 39% Large

What Are Recent G2 Reviews of Incident IQ?

What Are G2 Users Discussing About Incident IQ?

BMC Helix ITSM

BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations. BMC Helix ITSM is a low-/no-code solution for enterprises to build, deploy, and manage IT assets and applications. It does this in three ways. First, BMC Helix ITSM is built upon the BMC Helix for ServiceOps platform, which unifies service and operations management with common data stores. The platform empowers IT service desk agents to resolve cases faster by isolating or preventing service disruption through root cause analysis, real-time incident correlation, predictive incident resolution, and proactive problem management. Second, BMC Helix ITSM integrates artificial intelligence (AI) and machine learning (ML) to automate workflows across the enterprise. Embedded AI/ML streamlines work and the allocation of IT service desk resources by automatically assigning/routing incident, problem, and change requests without manual intervention. Third, BMC Helix ITSM integrates data and processes intelligently to accelerate change management, mitigate risk, and advance the DevOps cycle. Integrated DevOps tooling within BMC Helix ITSM can link change requests with the software development lifecycle (SLDC) and imported continuous integration and continuous delivery (CI/CD) stages.

Average Rating: 3.7/5.0

Total Reviews: 286

How Do G2 Users Rate BMC Helix ITSM?

  • Has the product been a good partner in doing business?: 7.9/10 (Category avg: 8.6/10)
  • Ticket Prioritization: 8.6/10 (Category avg: 8.7/10)
  • Automate Ticket Routing: 8.8/10 (Category avg: 8.8/10)
  • Knowledge Base/Ticket Integration: 7.8/10 (Category avg: 8.3/10)

Who Is the Company Behind BMC Helix ITSM?

Who Uses This Product?

  • Who Uses This: Manager
  • Top Industries: Information Technology and Services, Telecommunications
  • Company Size: 76% Large, 21% Medium

What Do G2 Reviewers Say About BMC Helix ITSM?

AI-generated summary from verified user reviews

Pros
  • Users commend the ease of use of BMC Helix ITSM, citing fast navigation and intuitive task management options.
  • Users find BMC Helix ITSM user-friendly and efficient for managing tickets, thanks to its simple UI and filtering options.
  • Users appreciate the navigation ease of BMC Helix ITSM, finding it simple to locate tickets and tasks.
Cons
  • Users often face integration issues with BMC Helix ITSM, causing accessibility problems with other devices.
  • Users find the long processing time in BMC Helix ITSM to be a significant drawback affecting usability.

What Are Recent G2 Reviews of BMC Helix ITSM?

What Are G2 Users Discussing About BMC Helix ITSM?

Salesforce IT Service

Solve IT problems proactively, 24/7 with AI agents. Built natively on the #1 service platform – Salesforce – Agentforce IT Service is more than an ITSM solution. Empower your employees to resolve issues right where they work using AI agents for employees– in Slack, Teams, and more. Autonomously manage the full service lifecycle, from incident to change management, on a single, unified data model. Scalable and secure, it ensures round the clock support while reducing MTTR and boosting overall organizational productivity. Salesforce Agentforce IT Service is an IT Service Management (ITSM) platform powered by AI agents for employees and IT Teams and built natively on the Salesforce Agentforce 360 Platform. Designed for modern, fast-moving enterprises, it unifies IT operations, asset management, and employee service lifecycle delivery on a single, shared data model (Data and Context 360). By removing the friction of disconnected point tools, Agentforce IT Service bridges the gap between service requests and backend infrastructure, creating an enterprise-wide single source of truth that drives autonomous, proactive operations. IT and employee support teams gain end-to-end operational visibility across all end-user devices, hardware, software, and cloud infrastructure through AI agents for IT teams and proactive assistance. The platform encompasses Enterprise CMDB, Discovery, and Service Graph and is designed for organizations managing high volumes of incidents, service requests, and enterprise changes across industries like financial services, healthcare, and technology. Typical users include service desk agents, incident managers, change managers, system administrators, and operators looking to lower Mean Time to Resolution (MTTR) while boosting employee productivity. IT Service Desk Core capabilities include: Incident and Major Incident Management: Restore normal operations swiftly using conversational AI and intelligent routing. Out-of-the-box autonomous agents handle initial diagnosis, triage, and multi-expert "swarming" configurations. Fulfillers leverage AI actions to instantly summarize incident histories, surface similar historic cases, and create actionable resolution plans. Change and Release Management: Control, plan, and deploy system updates or software patches while eliminating operational bottlenecks. Built-in conflict detection and predictive analytics evaluate change risks, while automated approval pathways speed up low-risk updates. High-risk infrastructure shifts are routed through structured review workflows backed by a robust Configuration Management Database (CMDB). Problem Management: Transition from reactive fixes to root-cause prevention. The platform tracks downstream and upstream impacts across a centralized Service Graph to map system dependencies. AI assistance analyzes and correlates incident patterns, helping teams isolate underlying flaws, document permanent workarounds, and draft known error logs without manual data transfer. Service Request Fulfillment: Provide employees with an intuitive, self-service catalog offering over 50 pre-built service items. Employees can confidently request hardware upgrades, database access, or software provisions (such as Okta or Microsoft Entra integrations). Autonomous workflows manage everything from the initial request intake straight through to backend provisioning. Knowledge Management: Autonomously capture, structure, and distribute tribal technical knowledge. Integrated AI features suggest highly relevant articles during active troubleshooting and use generative capabilities to seamlessly draft new documentation directly within an agent's active workspace. Agentforce IT Service utilizes native, autonomous AI agents rather than detached, bolt-on applications. These AI agents operate with complete context—real-time configuration data, historic trend tracking, and individual employee behavior records are fully accessible without complex third-party API configurations. This deep integration ensures strict data privacy and security guardrails through the platform's trust layers.

Average Rating: 4.2/5.0

Total Reviews: 180

How Do G2 Users Rate Salesforce IT Service?

  • Has the product been a good partner in doing business?: 7.9/10 (Category avg: 8.6/10)
  • Ticket Prioritization: 5.0/10 (Category avg: 8.7/10)
  • Automate Ticket Routing: 10.0/10 (Category avg: 8.8/10)

Who Is the Company Behind Salesforce IT Service?

  • Seller: Salesforce
  • Company Website:
  • Year Founded: 1999
  • HQ Location: San Francisco, CA
  • Twitter: @salesforce
    579,511 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    89,711 employees on LinkedIn®

Who Uses This Product?

  • Top Industries: Information Technology and Services, Financial Services
  • Company Size: 40% Medium, 32% Small

What Are Recent G2 Reviews of Salesforce IT Service?

Helpdesk 365

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 with Microsoft Teams, Outlook, SharePoint, Power BI, and Power Automate and inbuilt MS Copilot so users can manage tickets without leaving the existing workflow. This versatile IT ticketing system supports multiple department mailboxes, integrates with asset management tools, blocks spam emails and domains, and is available in 10 languages. Employees can raise requests directly through Microsoft Forms, making it easier to capture and track every support need. AI-powered ticket summaries, intelligent routing, and automated workflows help agents resolve issues faster. SLA tracking, real-time notifications, and a self-service portal with a searchable knowledge base reduce repetitive inquiries and improve employee satisfaction. Whether for IT support, HR teams, or customer service, Helpdesk 365 delivers everything businesses need in one help desk software platform. Advanced analytics and reporting provide actionable insights into ticket trends, resolution times, and email-to-ticket conversions, enabling data-driven decisions that improve service quality. Built on Microsoft’s secure ecosystem, Helpdesk 365 offers enterprise-grade security with data encryption, role-based access, and compliance with Microsoft 365 standards ensuring sensitive information stays protected while allowing smooth collaboration across departments. With its no-code workflow configuration, Helpdesk 365 is easy to adapt for organizations of any size, helping teams save time, reduce costs, deliver a faster and more reliable support experience.

Average Rating: 4.7/5.0

Total Reviews: 256

How Do G2 Users Rate Helpdesk 365?

  • Has the product been a good partner in doing business?: 9.3/10 (Category avg: 8.6/10)
  • Ticket Prioritization: 9.3/10 (Category avg: 8.7/10)
  • Automate Ticket Routing: 8.9/10 (Category avg: 8.8/10)
  • Knowledge Base/Ticket Integration: 9.0/10 (Category avg: 8.3/10)

Who Is the Company Behind Helpdesk 365?

  • Seller: CubicLogics
  • Company Website:
  • Year Founded: 2015
  • HQ Location: Wilmington, US
  • Twitter: @cubiclogics
    17 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    137 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: IT Manager
  • Top Industries: Insurance, Computer & Network Security
  • Company Size: 47% Medium, 10% Small

What Do G2 Reviewers Say About Helpdesk 365?

AI-generated summary from verified user reviews

Pros
  • Users praise the ease of use of Helpdesk 365, allowing quick setup and efficient tracking with minimal experience.
  • Users praise the responsive customer support of Helpdesk 365, enhancing overall satisfaction and user experience.
  • Users find Helpdesk 365 to be a helpful tool that meets their needs and simplifies integration and approval workflows.
  • Users appreciate the organization and monitoring capabilities of Helpdesk 365, enhancing team efficiency in ticket management.
  • Users commend the seamless integration of Helpdesk 365 with O365, enhancing workflow and providing excellent customer support.
Cons
  • Users find the missing features frustrating, particularly the need for more reporting options and improved dashboards.
  • Users experience occasional bugs with Helpdesk 365, yet support offers quick assistance and solutions.
  • Users find the complex setup challenging, often needing support and facing slow, manual configuration processes.
  • Users have reported performance issues, including slow loading times and a clunky interface that disrupts workflow.
  • Users indicate the need for performance improvements, citing slow load times and a clunky experience with Helpdesk 365.

What Are Recent G2 Reviews of Helpdesk 365?

What Are G2 Users Discussing About Helpdesk 365?

SolarWinds Service Desk

Enterprise-grade ITSM that's actually easy to use — resolve issues up to 52% faster with AI, unified asset management, and native ITOps integration built in from day one. SolarWinds Service Desk is a cloud-based IT service management (ITSM) platform that enables IT teams and other business departments to manage service requests, incidents, assets, and workflows in a unified environment. It is designed for IT professionals, service desk teams, and organizations looking to enhance their service management capabilities without the implementation overhead typically associated with enterprise ITSM tools. The platform covers incident management, problem management, change management, asset management, and CMDB in a single product. A configurable, drag-and-drop self-service portal and easy-to-use knowledge base allow end users to resolve common issues independently, while rule-based automations handle ticket routing, prioritization, escalation, and notifications without manual intervention. Customizable dashboards and reporting give teams visibility across incidents, requests, changes, and assets. AI capabilities are embedded directly into agent workflows; including ticket summarization, solution suggestions, intelligent incident/problem linking, response and resolution drafting, runbook generation, and knowledge base recommendations. These capabilities are available out of the box without additional configuration. The AI is scoped to surface relevant, actionable information at the right moment rather than requiring teams to build or maintain separate AI tooling. As part of the SolarWinds portfolio, Service Desk integrates natively with SolarWinds Observability and IT operations tools, allowing infrastructure alerts to automatically generate service desk tickets and giving technicians direct access to node health, recent changes, and other operational context within the incident record. Native integrations also include Microsoft Entra ID for user lifecycle management, Jira for cross-team escalation, Automox for patch management, and an open API for custom connections. Service Desk supports enterprise service management (ESM), enabling organizations to extend ITSM processes beyond IT, to departments such as HR, Facilities, and Legal, without additional products or professional services. For IT teams, the lift is minimal: new department portals are built on the same platform they already manage, using the same workflows, automations, and reporting. This gives IT centralized visibility and control across the organization, reducing the risk of departments adopting unauthorized tools to fill gaps in service coverage. Overall, SolarWinds Service Desk offers a robust set of features designed to enhance service management efficiency, without the headache. By integrating automation, customized workflows, and intelligent recommendations, it stands out as a comprehensive solution that not only addresses the immediate needs of IT teams but also supports broader organizational goals for improved service delivery.

Average Rating: 4.3/5.0

Total Reviews: 779

How Do G2 Users Rate SolarWinds Service Desk?

  • Has the product been a good partner in doing business?: 9.0/10 (Category avg: 8.6/10)
  • Ticket Prioritization: 8.6/10 (Category avg: 8.7/10)
  • Automate Ticket Routing: 8.6/10 (Category avg: 8.8/10)
  • Knowledge Base/Ticket Integration: 8.5/10 (Category avg: 8.3/10)

Who Is the Company Behind SolarWinds Service Desk?

  • Seller: SolarWinds Worldwide LLC
  • Company Website:
  • Year Founded: 1999
  • HQ Location: Austin, TX
  • Twitter: @solarwinds
    19,570 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    2,864 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: IT Manager, Systems Administrator
  • Top Industries: Information Technology and Services, Hospital & Health Care
  • Company Size: 67% Medium, 23% Large

What Do G2 Reviewers Say About SolarWinds Service Desk?

AI-generated summary from verified user reviews

Pros
  • Users value the improved visibility of tickets and insights provided by SolarWinds Service Desk for asset management.
  • Users value the integrated ticketing and incident tracking in SolarWinds Service Desk, enhancing issue resolution and reporting.
  • Users appreciate the customer satisfaction with SolarWinds Service Desk for its ease of use and excellent support.
  • Users value the customizable fields in SolarWinds Service Desk, enhancing workflow management to meet their unique needs.
  • Users appreciate the easy navigation and editing capabilities in incident management, enhancing issue resolution and user experience.
Cons
  • Users express concerns about insufficient information, impacting device management and requiring manual troubleshooting for discrepancies.
  • Users feel that SolarWinds Service Desk is quite expensive compared to other helpdesk solutions available.
  • Users feel there are limitations in customization for asset inventory, hindering flexibility for large enterprises' needs.
  • Users express concerns over the limited features of SolarWinds Service Desk, indicating a need for more customizations and integrations.
  • Users find the missing features in SolarWinds Service Desk limit its effectiveness for large enterprise needs.

What Are Recent G2 Reviews of SolarWinds Service Desk?

What Are G2 Users Discussing About SolarWinds Service Desk?

OpenText Service Management Automation X (SMAX)

OpenText™ SMAX delivers a smart approach to service management, with full capabilities for IT service management (ITSM), IT asset management (ITAM), and enterprise service management (ESM). Empower users to self-resolve common requests with private generative AI chatbots that offer human-like responses. Give your team what they need—ITIL best-practice templates, codeless configurations, and built-in AI and analytics for automating workflows, improving processes, and solving issues. With SaaS deployment, SMAX eliminates the hassle of installation, maintenance, and upgrade. What’s more, SMAX offers flexible and affordable licensing that adapts to your business needs and saves you money.

Average Rating: 4.2/5.0

Total Reviews: 70

How Do G2 Users Rate OpenText Service Management Automation X (SMAX)?

  • Has the product been a good partner in doing business?: 8.3/10 (Category avg: 8.6/10)
  • Ticket Prioritization: 8.2/10 (Category avg: 8.7/10)
  • Automate Ticket Routing: 8.6/10 (Category avg: 8.8/10)
  • Knowledge Base/Ticket Integration: 8.3/10 (Category avg: 8.3/10)

Who Is the Company Behind OpenText Service Management Automation X (SMAX)?

  • Seller: OpenText
  • Year Founded: 1991
  • HQ Location: Waterloo, ON
  • Twitter: @OpenText
    21,565 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    22,835 employees on LinkedIn®
  • Ownership: NASDAQ:OTEX

Who Uses This Product?

  • Top Industries: Information Technology and Services
  • Company Size: 58% Large, 25% Medium

What Do G2 Reviewers Say About OpenText Service Management Automation X (SMAX)?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of OpenText Service Management Automation X, enhancing user experience and saving time.
  • Users find OpenText SMAX easy to use, enhancing their experience and supporting various testing types effectively.
  • Users appreciate the integrations with cloud services, noting continuous enhancements through regular updates and support resources.
  • Users value the continuous updates and integration with cloud services, enhancing their overall experience with SMAX.
  • Users value the continuous improvement through software updates, enhancing the integration and functionality of SMAX.
Cons
  • Users find the integration capabilities lacking, resulting in inefficiencies during application development, testing, and delivery.
  • Users face challenges due to limited customization, restricting developers' skills and impacting the development process.

What Are Recent G2 Reviews of OpenText Service Management Automation X (SMAX)?

What Are G2 Users Discussing About OpenText Service Management Automation X (SMAX)?

GLPI

Teclib´ is an official editor of the open source ITSM software GLPI. Service Management is easy with GLPI as it combines multiple features and offers wide range of plugins. Key features of GLPI: 1. Service Desk 2. Asset management and automatic inventory 3. Reports 4. Administrative and financial management of assets 5. Software inventory and licences management 6. Knowledge Base and FAQ 7. Statistics 8. API integration available 9. Android-based devices inventory 10. Cloud version is available

Average Rating: 4.5/5.0

Total Reviews: 40

How Do G2 Users Rate GLPI?

  • Has the product been a good partner in doing business?: 8.6/10 (Category avg: 8.6/10)
  • Ticket Prioritization: 8.8/10 (Category avg: 8.7/10)
  • Automate Ticket Routing: 9.4/10 (Category avg: 8.8/10)
  • Knowledge Base/Ticket Integration: 8.1/10 (Category avg: 8.3/10)

Who Is the Company Behind GLPI?

  • Seller: TECLIB
  • Year Founded: 2015
  • HQ Location: Paris, Île-de-France
  • Twitter: @Teclib
    405 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    40 employees on LinkedIn®

Who Uses This Product?

  • Top Industries: Information Technology and Services, Telecommunications
  • Company Size: 36% Medium, 31% Small

What Do G2 Reviewers Say About GLPI?

AI-generated summary from verified user reviews

Pros
  • Users find GLPI to be easy to use, enhancing the support experience with its clear and powerful features.
  • Users appreciate the powerful asset management features of GLPI, finding it both easy to implement and use.
  • Users commend the continuous improvement of GLPI, benefiting from powerful features and extensive plugin integration.
  • Users value the easy-to-use customer support of GLPI, appreciating its clarity and open-source nature.
  • Users value the dashboard customization in GLPI, enhancing their ability to manage tickets and information effectively.
Cons
  • Users find maintenance challenging after adjusting GLPI to their needs, complicating overall usage and updates.
  • Users feel that reporting capabilities in GLPI need significant improvement for better analysis and usability.

What Are Recent G2 Reviews of GLPI?

What Are G2 Users Discussing About GLPI?

ConnectWise PSA

ConnectWise PSA is the most complete business management platform built specifically for companies that sell, service, and support technology. Designed for Managed Service Providers (MSPs) and IT service organizations, it centralizes operations, strengthens accountability, and improves service delivery by bringing every core workflow into one modern platform. ConnectWise PSA helps MSPs reduce manual effort and streamline operations through adaptive workflows, automated billing, and structured service processes. From ticket management and customer service to sales, project delivery, and business analytics, ConnectWise PSA gives teams the tools they need to work smarter, faster, and with greater consistency. As a unified command center for the business, ConnectWise PSA provides real-time visibility across service, finance, and operations. This holistic approach allows MSPs to eliminate swivel-chair work, reduce errors, and make data-driven decisions that support growth and customer satisfaction. Routine tasks become automated, freeing technicians and leaders to focus on strategic initiatives rather than administrative overhead. Built for small to mid-sized technology firms and MSPs, ConnectWise PSA supports the full lifecycle of managed services. Users rely on it to track and resolve service tickets, automate recurring and one-time invoicing, manage projects, oversee sales activity, and monitor key performance metrics—all from a single platform that scales with the business. Core capabilities include an advanced service desk for efficient ticket routing and resolution, reliable integrations with major accounting platforms, robust quoting and invoicing tools for accelerating cash flow, and comprehensive project management to keep teams aligned. Built-in dashboards and analytics surface trends and insights that help leaders improve performance and operate proactively. Backed by more than 40 years of experience in the technology services industry, ConnectWise stands apart through its global community, deep ecosystem, and continuous innovation. ConnectWise PSA gives MSPs the foundation they need to run and grow their business today while preparing for a future powered by automation and intelligent service delivery.

Average Rating: 4.0/5.0

Total Reviews: 555

How Do G2 Users Rate ConnectWise PSA?

  • Has the product been a good partner in doing business?: 7.7/10 (Category avg: 8.6/10)
  • Ticket Prioritization: 7.3/10 (Category avg: 8.7/10)
  • Automate Ticket Routing: 7.6/10 (Category avg: 8.8/10)
  • Knowledge Base/Ticket Integration: 6.4/10 (Category avg: 8.3/10)

Who Is the Company Behind ConnectWise PSA?

  • Seller: ConnectWise
  • Company Website:
  • Year Founded: 1982
  • HQ Location: Tampa, FL
  • Twitter: @ConnectWise
    14,926 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    3,401 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: President, Network Engineer
  • Top Industries: Information Technology and Services, Computer & Network Security
  • Company Size: 66% Small, 28% Medium

What Do G2 Reviewers Say About ConnectWise PSA?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of ConnectWise PSA, finding ticket management and time entry simple and efficient.
  • Users value the seamless integration of ConnectWise PSA, enhancing efficiency across various tools and workflows.
  • Users appreciate the strong integration capabilities of ConnectWise PSA, enabling seamless workflows across multiple tools.
  • Users value the feature richness of ConnectWise PSA, enhancing productivity through comprehensive tools and seamless integrations.
  • Users praise the responsive customer support from ConnectWise PSA, helping them excel in project management efficiently.
Cons
  • Users find the learning curve steep, making initial adaptation and configuration in ConnectWise PSA quite challenging.
  • Users express frustration with poor customer support, highlighting issues with response times and unresolved problems.
  • Users find the complex usability of ConnectWise PSA frustrating, making task completion and configuration tedious and cumbersome.
  • Users note the missing features in ConnectWise PSA, wishing for more shortcuts and a better mobile app experience.
  • Users experience significant performance issues with ConnectWise PSA, including slow responses and accessibility problems with tickets.

What Are Recent G2 Reviews of ConnectWise PSA?

What Are G2 Users Discussing About ConnectWise PSA?

OTRS

OTRS is a flexible IT service management (ITSM) and service desk platform that helps organizations manage tickets, incidents, service requests, workflows, assets, and support operations from one centralized system. Built for organizations that need more than basic ticketing, OTRS supports ITIL-based service management processes, workflow automation, self-service, knowledge management, SLA management, reporting, and configuration and asset management. Teams can automate repetitive tasks, standardize service processes, route and prioritize requests, and give users greater visibility into the status of their support needs. OTRS can be used across IT service management, service desk, customer support, and other enterprise service management use cases. Its configurable approach allows organizations to adapt workflows and processes to their specific requirements while maintaining the structure needed to deliver consistent, efficient service. With automation and AI-powered capabilities, OTRS helps service teams reduce manual work, improve response and resolution times, and deliver a better experience for both agents and users.

Average Rating: 4.4/5.0

Total Reviews: 37

How Do G2 Users Rate OTRS?

  • Has the product been a good partner in doing business?: 6.7/10 (Category avg: 8.6/10)

Who Is the Company Behind OTRS?

  • Seller: EasyVista
  • Company Website:
  • Year Founded: 1988
  • HQ Location: Noisy-le-Grand
  • Twitter: @EasyVista
    1,283 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    365 employees on LinkedIn®

Who Uses This Product?

  • Top Industries: Pharmaceuticals
  • Company Size: 61% Large, 32% Medium

What Do G2 Reviewers Say About OTRS?

AI-generated summary from verified user reviews

Pros
  • Users value the customizability of OTRS, finding it easy to tailor the system to their needs.
  • Users value the customization options in OTRS, enhancing usability and tailoring the system to their needs.
  • Users praise OTRS for its ease of use and flexible customization options that enhance the user experience.
  • Users value the management centralization of OTRS, which simplifies communication organization with customers.
  • Users benefit from the organization of communication with customers, streamlining interactions in one convenient location.
Cons
  • Users find ticketing issues in OTRS frustrating, with challenges in changing queues and lag affecting ticket creation.
  • Users face limitations on simultaneous access to OTRS, which can hinder collaborative efforts and efficiency.
  • Users experience slow loading, causing frustration and complications when creating tickets in OTRS.
  • Users experience slow performance, often facing lags that disrupt the ticket creation process.

What Are Recent G2 Reviews of OTRS?

What Are G2 Users Discussing About OTRS?

BMC Helix Remedyforce

Remedyforce is an IT service management solution built on the Salesforce.com platform that combines best-practice aligned process automation with a simple, easy-to-use experience for maximum IT productivity and innovation. Remedyforce is designed to remove complexity and help you quickly realize value.

Average Rating: 3.9/5.0

Total Reviews: 46

How Do G2 Users Rate BMC Helix Remedyforce?

  • Has the product been a good partner in doing business?: 7.7/10 (Category avg: 8.6/10)
  • Ticket Prioritization: 8.9/10 (Category avg: 8.7/10)
  • Automate Ticket Routing: 8.7/10 (Category avg: 8.8/10)
  • Knowledge Base/Ticket Integration: 8.7/10 (Category avg: 8.3/10)

Who Is the Company Behind BMC Helix Remedyforce?

Who Uses This Product?

  • Top Industries: Information Technology and Services, Computer Software
  • Company Size: 53% Large, 47% Medium

What Are Recent G2 Reviews of BMC Helix Remedyforce?

What Are G2 Users Discussing About BMC Helix Remedyforce?

ALVAO Service Desk

ALVAO Service Desk is a Microsoft-native ITSM platform that centralizes requests across IT, HR, and Facilities. Integrated with Outlook and Teams, it allows employees to create, track, and resolve tickets directly in familiar tools. AI and Copilot features automate repetitive tasks, provide smart suggestions, and power a Teams-based virtual agent for 24/7 self-service. With transparent dashboards, SLA-driven prioritization, Power platform integration, no-code automatization and Power BI reporting, ALVAO delivers clarity and measurable results. Deployable in Azure or on-premises, and aligned with ISO 27001 and SOC 2, it combines security, flexibility, and scalability to streamline service delivery and drive organizational efficiency while ensuring compliance with standards such as Cyber Essentials and DORA. For more information visit www.alvao.com

Average Rating: 4.6/5.0

Total Reviews: 52

How Do G2 Users Rate ALVAO Service Desk?

  • Has the product been a good partner in doing business?: 9.6/10 (Category avg: 8.6/10)
  • Ticket Prioritization: 8.9/10 (Category avg: 8.7/10)
  • Automate Ticket Routing: 9.2/10 (Category avg: 8.8/10)
  • Knowledge Base/Ticket Integration: 8.5/10 (Category avg: 8.3/10)

Who Is the Company Behind ALVAO Service Desk?

  • Seller: ALVAO
  • Year Founded: 1999
  • HQ Location: Brno, CZ
  • LinkedIn® Page: www.linkedin.com
    56 employees on LinkedIn®

Who Uses This Product?

  • Top Industries: Government Administration
  • Company Size: 65% Medium, 29% Large

What Do G2 Reviewers Say About ALVAO Service Desk?

AI-generated summary from verified user reviews

Pros
  • Users love the easy automation features of ALVAO Service Desk, streamlining processes and enhancing efficiency across departments.
  • Users benefit from the time-saving automation features of ALVAO Service Desk, streamlining processes and enhancing efficiency.
  • Users value the intuitive user interface of ALVAO Service Desk, enhancing navigation and support for all departments.
  • Users value the effective collaboration in ALVAO Service Desk, enhancing communication across various departments seamlessly.
  • Users value the deployment ease of ALVAO Service Desk, enabling quick setup and integration across departments.
Cons
  • Users find the insufficient information on custom forms can complicate the setup process and require extra documentation.
  • Users find the limited customization of ALVAO Service Desk frustrating, especially for forms and reporting capabilities.
  • Users experience sporadic bugs that, while minor, require updates or consultant assistance to resolve effectively.
  • Users find the creation of custom forms complicated, often requiring additional documentation to navigate the process.
  • Users feel that reporting capabilities in ALVAO Service Desk could be enhanced for easier customization.

What Are Recent G2 Reviews of ALVAO Service Desk?

What Are G2 Users Discussing About ALVAO Service Desk?

Serviceaide ChangeGear

We help companies transform their service and support with AI-based technologies and automation to improve business processes, increase self-service and reduce costs. The goal is to provide value to both users and support organizations to reduce workload, improve quality of service and increase productivity. ChangeGear is a scalable and flexible ITSM solution with a virtual agent called Luma. ChangeGear is available in three tiers: Change Manager, Service Desk and Service Manager. ChangeGear is certified across 12 ITIL processes.

Average Rating: 3.9/5.0

Total Reviews: 104

How Do G2 Users Rate Serviceaide ChangeGear?

  • Has the product been a good partner in doing business?: 8.4/10 (Category avg: 8.6/10)
  • Ticket Prioritization: 8.3/10 (Category avg: 8.7/10)
  • Automate Ticket Routing: 8.5/10 (Category avg: 8.8/10)
  • Knowledge Base/Ticket Integration: 7.4/10 (Category avg: 8.3/10)

Who Is the Company Behind Serviceaide ChangeGear?

  • Seller: Serviceaide
  • Company Website:
  • Year Founded: 2016
  • HQ Location: San Jose, California
  • Twitter: @ServiceAide
    11 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    74 employees on LinkedIn®

Who Uses This Product?

  • Top Industries: Hospital & Health Care, Information Technology and Services
  • Company Size: 50% Medium, 39% Large

What Do G2 Reviewers Say About Serviceaide ChangeGear?

AI-generated summary from verified user reviews

Pros
  • Users value the effective incident management in Serviceaide ChangeGear, enhancing team collaboration and streamlining workflows.
  • Users value the well-organized asset management system of ChangeGear, enhancing accountability and streamlining tracking processes.
  • Users value the collaboration features of Serviceaide ChangeGear, enhancing team coordination and reducing miscommunication across departments.
  • Users value the seamless integration of Serviceaide ChangeGear with tools, enhancing efficiency and streamlining change management processes.
  • Users value the robust task management of Serviceaide ChangeGear, enhancing accountability and streamlining change processes effectively.
Cons
  • Users find the outdated interface of Serviceaide ChangeGear hinders efficiency and complicates navigation through tasks.
  • Users often face slow performance with Serviceaide ChangeGear, causing delays and frustrations during urgent tasks.
  • Users find missing features in ChangeGear, particularly in reporting tools and approval processes, hindering efficiency.
  • Users experience slow loading issues that hinder task efficiency and create frustration during urgent situations.
  • Users face issues with outdated interface and rigidity, making navigation and customization frustrating and time-consuming.

What Are Recent G2 Reviews of Serviceaide ChangeGear?

What Are G2 Users Discussing About Serviceaide ChangeGear?

Tian Lin
TL
Researched and written by Tian Lin
Updated