# Best Enterprise Service Desk Software - Page 2

## How Many Service Desk Software Products Does G2 Track?

**Total Products under this Category:** 136

### Category Stats (Aug 2026)

- **Average Rating:** 4.35/5 (↑0.01 vs Jul 2026) The average rating of products in this category, based on all submitted ratings
- **Top Trending Product:** Alloy Navigator (+0.48%) - Among all products in this category, Alloy Navigator recorded the largest rating increase compared to last month

_Last updated: August 01, 2026_

## How Does G2 Rank Service Desk Software Products?

**Why You Can Trust G2's Software Rankings:**

- 30 Analysts and Data Experts
- 14,300+ Authentic Reviews
- 136+ Products
- Unbiased Rankings

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

## G2 Grid® for Service Desk Software
 ![G2 Grid® for Service Desk Software plotting products by satisfaction and market presence](https://www.g2.com/categories/service-desk/grids.png?focus%5B%5D=71310&focus%5B%5D=2864&focus%5B%5D=5231&focus%5B%5D=39966&focus%5B%5D=16222&focus%5B%5D=2647&focus%5B%5D=806&focus%5B%5D=3773)

Highlighted products: ServiceNow IT Service Management, Freshservice, Jira Service Management, SymphonyAI IT Service Management, Atera, SysAid, Ivanti Neurons for ITSM, and EasyVista Service Manager.

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=atera&focus%5B%5D=sysaid&focus%5B%5D=ivanti-neurons-for-itsm&focus%5B%5D=easyvista-service-manager&segment=enterprise)

**Sponsored**

### Proxy-Seller

Proxy-Seller is a type of proxy solution designed to help users with web data collection, privacy, and security needs. This service caters to a diverse audience, including businesses, developers, and marketers who require reliable and efficient access to the internet while maintaining anonymity and security. By offering a variety of proxy types, Proxy-Seller ensures that users can find a solution tailored to their specific requirements, whether for web scraping, SEO monitoring, or ad verification. The product encompasses a wide range of proxy options, including Residential dynamic and static ISP proxies, Datacenter IPv4 and IPv6 proxies, and Mobile proxies, available in both shared and private formats. This extensive selection allows users to choose proxies based on their unique use cases, whether they need high anonymity for sensitive tasks or faster speeds for data-intensive operations. With global coverage, Proxy-Seller provides access to proxies from multiple countries and cities, enabling users to target specific geographic locations for their data collection efforts. Key features of Proxy-Seller include a dedicated API that facilitates seamless integration into existing systems, making it easier for users to automate various tasks. The API supports a range of functionalities, allowing for efficient web scraping, monitoring of search engine rankings, and verification of online advertisements. Additionally, the service boasts high-speed connections and a 99.99% uptime guarantee, ensuring that users can rely on consistent performance for their operations. HTTP(S) and SOCKS5 protocol support further enhances the versatility of the service, accommodating a wide array of applications. Proxy-Seller also prioritizes customer support, offering round-the-clock assistance to address any technical issues or account management inquiries. This commitment to customer service is complemented by flexible pricing plans, allowing users to choose between paying per proxy or based on bandwidth usage. The personal account feature provides users with a convenient way to manage their proxies, including options for auto-renewal, making it easier to maintain uninterrupted service. Overall, Proxy-Seller stands out in the proxy solution category by offering a comprehensive suite of features designed to meet the needs of various users. Its focus on reliability, flexibility, and customer support makes it a valuable resource for individuals and organizations seeking effective proxy solutions for their online activities.

[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=82&secure%5Bchosen_at%5D=2026-08-02T05%3A03%3A35Z&secure%5Bdisplayable_resource_id%5D=2547&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=retargeted_product&secure%5Bplacement_resource_ids%5D%5B%5D=143625&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=143625&secure%5Bresource_id%5D=82&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fservice-desk%2Fenterprise%3Fpage%3D2&secure%5Btoken%5D=b29cf46d74b2205661435e6b568028b0b47e6e8bcf1b6acd73d14c4ee37c4c30&secure%5Burl%5D=https%3A%2F%2Fproxy-seller.com%2F%3Futm_source%3Dg2%26utm_medium%3Dcta&secure%5Burl_type%5D=custom_url)

### [TOPdesk](https://www.g2.com/products/topdesk/reviews)

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](https://www.g2.com/sellers/topdesk)
- **HQ Location:** Delft, Zuid-Holland
- **Twitter:** @TOPdesk  
1,756 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9ef4cf39919a3e314cf4d82fa6563ca065bc660c8446360e392261d9095d8eb0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F19360%2F&secure%5Burl_type%5D=linkedin_company_website)  
727 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 experience** and robust features of TOPdesk for efficient report generation and ticketing.
- Users value the **asset management capabilities** of TOPdesk, enhancing organization and efficiency in tracking resources.
- Users appreciate the **automation features** of TOPdesk, particularly for report generation and auto population benefits.
- Users value the **always available customer support** in TOPdesk, enhancing their overall user experience.
- Users appreciate the **user-friendly experience** of TOPdesk, making integration and support seamless and efficient.

##### Cons

- Users find the **ticketing system cumbersome** , requiring excessive clicks and lacking external acknowledgment options.
- Users find the lack of **external acknowledgement options** and automatic email allocation frustrating in TOPdesk.
- Users find the **learning curve challenging** , as locating specific options can take time before becoming intuitive.
- Users miss the **lack of email acknowledgment options** for external stakeholders, limiting communication efficiency.

#### What Are Recent G2 Reviews of TOPdesk?

**["Effortless Reports and Auto-Population Make Work a Breeze"](https://www.g2.com/survey_responses/topdesk-review-12068190)**

**Rating:** 4.0/5.0 stars

_— Joshua C._

[Read full review](https://www.g2.com/survey_responses/topdesk-review-12068190)

**["User Friendly experience with TopDesk"](https://www.g2.com/survey_responses/topdesk-review-10491030)**

**Rating:** 5.0/5.0 stars

_— Rahul S._

[Read full review](https://www.g2.com/survey_responses/topdesk-review-10491030)

#### What Are G2 Users Discussing About TOPdesk?

- [What is TOPdesk used for?](https://www.g2.com/discussions/what-is-topdesk-used-for)

### [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews)

ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity. It comes in three editions and is available in 29 different languages. Over 100,000 organizations and 750,000 technicians, across 185 countries, trust ServiceDesk Plus to optimize IT service desk performance. It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction. Furthermore, the Standard Edition is FREE forever for both the on-premise and on-demand models upto 5 technicians! Don't take our word for it. Try the 30-day free trial and watch ServiceDesk Plus simplify your IT operations. https://www.manageengine.com/products/service-desk/download.html Features ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below. Incident management: Gain control of your help desk With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident! Problem management: Go beyond firefighting Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem. Change management: Manage changes with precision Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes. Asset management: Track and manage assets with ease Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance. IT project management: Deliver IT projects on time You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success! Purchases and contracts management: Track IT purchases and contracts Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry. Self service portal: Deflect tickets from your service desk Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets. Service catalog: Showcase your IT services Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request. CMDB: Get the bigger picture ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making. Service level agreement: Ensure timely service delivery Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met. Reports: Derive decisions with the right data Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance! Extensions and integrations: Collaborate easily with other IT systems Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT!

**Average Rating:** 4.2/5.0

**Total Reviews:** 243

#### How Do G2 Users Rate ManageEngine ServiceDesk Plus?

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

#### Who Is the Company Behind ManageEngine ServiceDesk Plus?

- **Seller:** [Zoho](https://www.g2.com/sellers/zoho-b00ca9d5-bca8-41b5-a8ad-275480841704)
- **Year Founded:** 1996
- **HQ Location:** Austin, TX
- **Twitter:** @Zoho  
137,880 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9c8e45ddb296c32c6c5597ef9ba945c94562c57624f7bd1dcf1a9e9931f71578&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F38373%2F&secure%5Burl_type%5D=linkedin_company_website)  
30,766 employees on LinkedIn®
- **Phone:** +1 (888) 900-9646 

#### Who Uses This Product?

- **Who Uses This:** System Administrator, IT Manager
- **Top Industries:** Information Technology and Services, Financial Services
- **Company Size:** 59% Medium, 31% Large

#### What Do G2 Reviewers Say About ManageEngine ServiceDesk Plus?

_AI-generated summary from verified user reviews_

##### Pros

- Users find ManageEngine ServiceDesk Plus to have a **user-friendly interface** , making it easy for both requesters and technicians.
- Users appreciate the **wide range of useful features** in ManageEngine ServiceDesk Plus, which enhances their everyday tasks.
- Users find the **user-friendly UI** of ManageEngine ServiceDesk Plus enhances their experience for both requesters and technicians.
- Users value the **asset management capabilities** of ManageEngine ServiceDesk Plus for effective tracking and organization.
- Users commend the **excellent customer support** of ManageEngine ServiceDesk Plus for prompt and effective issue resolution.

##### Cons

- Users find the **complexity of setup and customization** in ManageEngine ServiceDesk Plus to be time-consuming and challenging.
- Users find the **complex setup** challenging, making initial configuration and customization time-consuming and difficult.
- Users find the **learning curve steep** due to time-consuming setups, advanced configurations, and significant upgrades requiring relearning.
- Users find the **steep learning curve** of ManageEngine ServiceDesk Plus challenging due to complex setup and advanced features.
- Users find the **limited features** of ManageEngine ServiceDesk Plus hinder their ability to manage tickets effectively.

#### What Are Recent G2 Reviews of ManageEngine ServiceDesk Plus?

**["A feature rich tool for IT management."](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-9456796)**

**Rating:** 4.5/5.0 stars

_— Pawan K._

[Read full review](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-9456796)

**["Highly Customizable ITSM with Room for Agile Improvements"](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-12584691)**

**Rating:** 4.5/5.0 stars

_— Melih ._

[Read full review](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-12584691)

#### What Are G2 Users Discussing About ManageEngine ServiceDesk Plus?

- [What is ManageEngine ServiceDesk Plus used for?](https://www.g2.com/discussions/what-is-manageengine-servicedesk-plus-used-for) - 1 comment, 1 upvote
- [What is ServiceDesk profile?](https://www.g2.com/discussions/what-is-servicedesk-profile) - 1 upvote
- [How much does ManageEngine cost?](https://www.g2.com/discussions/how-much-does-manageengine-cost)
- [What is ManageEngine software?](https://www.g2.com/discussions/what-is-manageengine-software)
- [What is ManageEngine ServiceDesk plus?](https://www.g2.com/discussions/what-is-manageengine-servicedesk-plus)

### [Incident IQ](https://www.g2.com/products/incident-iq/reviews)

Incident IQ is a workflow management solution built by K-12, exclusively for K-12. Headquartered in Atlanta, GA, Incident IQ is 170+ strong and made up of former educators, K-12 IT technicians, and district leadership. Our platform is designed to specifically meet the unique IT needs we experienced firsthand in our classrooms and districts. With thousands of learning devices spread throughout student homes, bare-bones ticketing and inventory solutions will no longer suffice. K-12 IT support teams need tools that are built for the job. From help desk ticketing and asset management to HR and Facility workflow management, Incident IQ has revolutionized how K-12 school districts provide and manage services. Our results speak for themselves: 98% of customers renew their Incident IQ subscription every year. Check out our content below to see our platform in action!

**Average Rating:** 4.6/5.0

**Total Reviews:** 218

#### How Do G2 Users Rate Incident IQ?

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

#### Who Is the Company Behind Incident IQ?

- **Seller:** [Incident IQ](https://www.g2.com/sellers/incident-iq)
- **Year Founded:** 2016
- **HQ Location:** Atlanta, Georgia
- **Twitter:** @IncidentIQ  
405 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=861e326f3fb047bfa212461671dfdea00bc47df759232f02d9907d7848bc3115&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F27206372%2F&secure%5Burl_type%5D=linkedin_company_website)  
215 employees on LinkedIn®

#### Who Uses This Product?

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

#### What Are Recent G2 Reviews of Incident IQ?

**["User-Friendly Helpdesk for Classroom Tech Management"](https://www.g2.com/survey_responses/incident-iq-review-12543516)**

**Rating:** 4.5/5.0 stars

_— Angelene S._

[Read full review](https://www.g2.com/survey_responses/incident-iq-review-12543516)

**["Great System w/ Continous Possibilities"](https://www.g2.com/survey_responses/incident-iq-review-9087323)**

**Rating:** 5.0/5.0 stars

_— Cris W._

[Read full review](https://www.g2.com/survey_responses/incident-iq-review-9087323)

#### What Are G2 Users Discussing About Incident IQ?

- [What is Incident IQ used for?](https://www.g2.com/discussions/what-is-incident-iq-used-for)

### [Helpdesk 365](https://www.g2.com/products/helpdesk-365/reviews)

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:** 243

#### 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](https://www.g2.com/sellers/cubiclogics)
- **Company Website:** www.apps365.com
- **Year Founded:** 2015
- **HQ Location:** Wilmington, US
- **Twitter:** @cubiclogics  
17 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=aaec705ffd6bb8ec4410b225e466c46df612b8ccc5e6872fbea01403809a70b8&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcubiclogics%2F&secure%5Burl_type%5D=linkedin_company_website)  
133 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Insurance, Computer & Network Security
- **Company Size:** 49% Medium, 9% Large

#### What Do G2 Reviewers Say About Helpdesk 365?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of Helpdesk 365, allowing for quick setup and efficient tracking.
- Users appreciate the **helpful and responsive customer support** of Helpdesk 365, enhancing their overall experience with IT ticketing.
- Users find Helpdesk 365 to be a **very helpful tool** that easily integrates and meets various organizational needs.
- Users appreciate the **seamless integration** of Helpdesk 365 with O365 applications, enhancing productivity and user satisfaction.
- Users value the **organization and clarity** of ticket management in Helpdesk 365, enhancing team efficiency and support.

##### Cons

- Users experience **slow performance** with Helpdesk 365, often requiring additional support for smoother operation.
- Users find the **complex setup** challenging, often needing support and facing slow, clunky configurations.
- Users report **performance issues** with Helpdesk 365, noting slowness and the need to reload pages frequently.
- Users report **poor performance** with Helpdesk 365, noting slow loading times and a need for improved workflows.
- Users experience occasional **bugs** , but appreciate the responsive and knowledgeable support offered by Helpdesk 365.

#### What Are Recent G2 Reviews of Helpdesk 365?

**["Keeping everyone informed throughout the ticket lifecycle"](https://www.g2.com/survey_responses/helpdesk-365-review-13035757)**

**Rating:** 5.0/5.0 stars

_— Hannah F._

[Read full review](https://www.g2.com/survey_responses/helpdesk-365-review-13035757)

**["Highly Customizable and Exceeds Our Needs"](https://www.g2.com/survey_responses/helpdesk-365-review-12775098)**

**Rating:** 5.0/5.0 stars

_— Alan M._

[Read full review](https://www.g2.com/survey_responses/helpdesk-365-review-12775098)

#### What Are G2 Users Discussing About Helpdesk 365?

- [What is HR365 - Helpdesk used for?](https://www.g2.com/discussions/what-is-hr365-helpdesk-used-for) - 1 comment

### [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews)

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:** 282

#### 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?

- **Seller:** [BMC Helix](https://www.g2.com/sellers/bmc-helix)
- **Year Founded:** 2025
- **HQ Location:** N/A
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=63b4dbbe36c184b8e0bcfe321196485a32ca82b8a8050b7bdd9dc630481c3b87&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbmchelix%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,266 employees on LinkedIn®

#### Who Uses This Product?

- **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 appreciate the **ease of use** of BMC Helix ITSM, enabling fast navigation and efficient task management.
- Users praise the **fast and user-friendly ticket management** of BMC Helix ITSM, enhancing task efficiency and reporting accuracy.
- Users love the **navigation ease** of BMC Helix ITSM, finding it user-friendly and intuitive for managing tasks.

##### Cons

- Users often face **integration issues** with BMC Helix ITSM, making the service unreachable at times.
- Users note that the **UI processing time** of BMC Helix ITSM is slow, affecting overall satisfaction.

#### What Are Recent G2 Reviews of BMC Helix ITSM?

**["Flexible, Enterprise-Grade ITSM That Scales for Complex Processes"](https://www.g2.com/survey_responses/bmc-helix-itsm-review-13153417)**

**Rating:** 4.5/5.0 stars

_— Sachin A._

[Read full review](https://www.g2.com/survey_responses/bmc-helix-itsm-review-13153417)

**["Centralizes IT Services with Powerful Automation"](https://www.g2.com/survey_responses/bmc-helix-itsm-review-12750672)**

**Rating:** 5.0/5.0 stars

_— Mahalakshmi P._

[Read full review](https://www.g2.com/survey_responses/bmc-helix-itsm-review-12750672)

#### What Are G2 Users Discussing About BMC Helix ITSM?

- [What is BMC Asset Management?](https://www.g2.com/discussions/what-is-bmc-asset-management)
- [What is BMC Software used for?](https://www.g2.com/discussions/what-is-bmc-software-used-for)
- [What is remedy Helix?](https://www.g2.com/discussions/what-is-remedy-helix)
- [What is BMC Helix ITSM?](https://www.g2.com/discussions/what-is-bmc-helix-itsm)

### [monday service](https://www.g2.com/products/monday-service/reviews)

monday service is an AI-powered enterprise service management platform built to help organizations scale service without adding headcount or complexity. With built-in AI, monday service helps teams triage, route, and resolve requests faster across IT, HR, Operations, Finance, and more. Instead of relying on manual handling or static workflows, AI helps service teams execute work efficiently - reducing repetitive effort while ensuring complex cases are handled with the right level of oversight. At the core of monday service is the Agents Workforce - an AI-powered service workforce made up of specialized agents that autonomously resolve requests and take action across the organization, while teams remain firmly in control. Built natively on the monday.com platform, agents use ticket history, organizational knowledge, and live business context to deliver accurate, policy-aligned service from day one. With built-in orchestration, guardrails, and real-time monitoring, teams can safely deploy, oversee, and scale AI as service demand grows. With no-code AI and automation, teams can deploy and optimize workflows in minutes. As service demand grows, AI helps absorb high-volume work, reduce backlog, and protect SLAs - freeing teams to focus on higher-impact initiatives instead of constant firefighting. Unlike legacy ESM tools that separate ticketing from execution, monday service connects requests directly to workflows, projects, and cross-team work. Resolutions trigger real action, updating systems and moving work forward in real time. Enterprise-grade permissions, guardrails, and monitoring provide full visibility and control over AI-powered processes at scale. Whether replacing a legacy ESM solution or launching service management for the first time, monday service delivers rapid time-to-value, intuitive adoption, and scalable AI-driven execution - with minimal implementation. Service at scale. Without losing control. Key Capabilities: Omnichannel ticket intake Autonomous AI agents for triage, routing, and end-to-end resolution No-code workflows and automation Dashboards and reporting SLA tracking and performance insights Project, problem, and incident management

**Average Rating:** 4.4/5.0

**Total Reviews:** 164

#### How Do G2 Users Rate monday service?

- **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 8.6/10)
- **Ticket Prioritization:** 9.1/10 (Category avg: 8.7/10)
- **Automate Ticket Routing:** 9.0/10 (Category avg: 8.8/10)
- **Knowledge Base/Ticket Integration:** 7.8/10 (Category avg: 8.3/10)

#### Who Is the Company Behind monday service?

- **Seller:** [monday.com](https://www.g2.com/sellers/monday-com-d88207e4-9e92-412d-903b-61cd13ca592b)
- **Company Website:** monday.com
- **Year Founded:** 2012
- **HQ Location:** Tel Aviv
- **Twitter:** @mondaydotcom  
40,761 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=efcc1bc784d43448424f5b18a6e2f5d5488a066e911204b167572629a6d9b361&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fmondaydotcom&secure%5Burl_type%5D=linkedin_company_website)  
3,837 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Marketing and Advertising, Information Technology and Services
- **Company Size:** 46% Medium, 36% Small

#### What Do G2 Reviewers Say About monday service?

_AI-generated summary from verified user reviews_

##### Pros

- Users find the **ease of use** of Monday Service invaluable, simplifying adaptation and enhancing efficiency for their processes.
- Users value the **flexibility and adaptability** of Monday Service, significantly enhancing their efficiency and workflow management.
- Users value the **automation features** of monday.com, which streamline processes and enhance productivity significantly.
- Users appreciate the **user-friendly organization** and visual management features of monday service, enhancing task tracking and communication.
- Users appreciate the **organizational capabilities** of monday service, enhancing team collaboration and streamlining communication seamlessly.

##### Cons

- Users find monday's **limited features** frustrating, especially the reliance on third-party integrations and workflow constraints.
- Users find **limited functionality** in automation and reporting features, which hinders customization and flexibility in workflows.
- Users experience occasional **performance issues** with slow loading times, especially on large boards or older PCs.
- Users express concern over **limited automation options** , hindering flexibility and complicating workflows without costly upgrades.
- Users find Monday Service to be **not intuitive** , with complicated navigation and slow performance hindering their overall experience.

#### What Are Recent G2 Reviews of monday service?

**["User-Friendly with Some Recipe Limitations"](https://www.g2.com/survey_responses/monday-service-review-12000805)**

**Rating:** 5.0/5.0 stars

_— Rene Q._

[Read full review](https://www.g2.com/survey_responses/monday-service-review-12000805)

**["Easy to Navigate, Regularly Updated, and Adaptable for Many Workflows"](https://www.g2.com/survey_responses/monday-service-review-13116016)**

**Rating:** 5.0/5.0 stars

_— Verified User in Media Production_

[Read full review](https://www.g2.com/survey_responses/monday-service-review-13116016)

### [GLPI](https://www.g2.com/products/glpi/reviews)

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](https://www.g2.com/sellers/teclib)
- **Year Founded:** 2015
- **HQ Location:** Paris, Île-de-France
- **Twitter:** @Teclib  
405 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=01eab6e343d9bd88feb9502b1d94a6bf62dd2fb32761f435daa37bd8af9c8e80&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F10058520%2F&secure%5Burl_type%5D=linkedin_company_website)  
38 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** , making implementation and ticket management a simple process.
- Users appreciate the **comprehensive asset management features** of GLPI, which enhance their IT operations efficiently.
- Users value the **continuous improvement** of GLPI, appreciating its powerful features and versatile management capabilities.
- Users appreciate the **easy-to-use customer support** in GLPI, making case management clear and efficient.
- Users value the **dashboard customization** in GLPI, enabling efficient ticket management and personalized IT operations.

##### Cons

- Users find the **complex configuration** of GLPI makes maintenance challenging, despite the system's adaptability.
- Users note the **inadequate reporting** capabilities of GLPI, finding improvement necessary for better functionality.

#### What Are Recent G2 Reviews of GLPI?

**["GLPI Keeps IT Assets and Tickets Organized and Easy to Manage"](https://www.g2.com/survey_responses/glpi-review-12643741)**

**Rating:** 4.5/5.0 stars

_— Verified User in Automotive_

[Read full review](https://www.g2.com/survey_responses/glpi-review-12643741)

**["Best ITSM software on the planet"](https://www.g2.com/survey_responses/glpi-review-10948950)**

**Rating:** 5.0/5.0 stars

_— W. W._

[Read full review](https://www.g2.com/survey_responses/glpi-review-10948950)

#### What Are G2 Users Discussing About GLPI?

- [What does Glpi do?](https://www.g2.com/discussions/what-does-glpi-do)
- [What is asset management in IT industry?](https://www.g2.com/discussions/what-is-asset-management-in-it-industry)
- [What is GLPI ticket?](https://www.g2.com/discussions/what-is-glpi-ticket) - 1 comment
- [Is GLPI free to use?](https://www.g2.com/discussions/is-glpi-free-to-use) - 1 comment, 1 upvote

### [OpenText Service Management Automation X (SMAX)](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews)

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](https://www.g2.com/sellers/opentext)
- **Year Founded:** 1991
- **HQ Location:** Waterloo, ON
- **Twitter:** @OpenText  
21,565 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=6c339a6555764b5ffce77c3df08d6ed9c9b1cb1ee1baeebac8435f0485b7cca5&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2709%2F&secure%5Burl_type%5D=linkedin_company_website)  
23,048 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 find the **ease of use** in OpenText SMAX enhances their experience and saves valuable time during testing.
- Users find OpenText SMAX **easy to use** , enhancing their experience and supporting various testing scenarios effectively.
- Users value the **seamless integrations** with cloud services and appreciate the continuous improvements through updates.
- Users value the **continuous updates and integration with cloud services** , enhancing their overall experience with SMAX.
- Users appreciate the **regular software updates** that enhance functionality and improve integration with cloud services.

##### Cons

- Users find the **integration issues** of SMAX lead to inefficiencies in application development and delivery processes.
- Users feel frustrated by the **limited customization** , which hinders developers' ability to fully utilize their skills.

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

**["Compatibility issues and project delays"](https://www.g2.com/survey_responses/opentext-service-management-automation-x-smax-review-8736066)**

**Rating:** 5.0/5.0 stars

_— Jorge R._

[Read full review](https://www.g2.com/survey_responses/opentext-service-management-automation-x-smax-review-8736066)

**["Application Development and its integration"](https://www.g2.com/survey_responses/opentext-service-management-automation-x-smax-review-8708287)**

**Rating:** 5.0/5.0 stars

_— Jonathan N._

[Read full review](https://www.g2.com/survey_responses/opentext-service-management-automation-x-smax-review-8708287)

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

- [What does Micro Focus Service Management Automation X (Smax) do?](https://www.g2.com/discussions/what-does-micro-focus-service-management-automation-x-smax-do)
- [What is service management automation?](https://www.g2.com/discussions/what-is-service-management-automation)
- [What is MF Smax?](https://www.g2.com/discussions/what-is-mf-smax)
- [What is Smax tool?](https://www.g2.com/discussions/what-is-smax-tool)

### [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews)

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:** 777

#### 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](https://www.g2.com/sellers/solarwinds-worldwide-llc)
- **Company Website:** www.solarwinds.com
- **Year Founded:** 1999
- **HQ Location:** Austin, TX
- **Twitter:** @solarwinds  
19,570 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a1765c38bb6352c68352819e76f659e536738a569e70b5125a52a054a2348dc6&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F166039%2F&secure%5Burl_type%5D=linkedin_company_website)  
2,824 employees on LinkedIn®

#### 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 appreciate the **ease of use and reporting capabilities** of SolarWinds Service Desk for efficient ticket management.
- Users appreciate the **comprehensive asset management** in SolarWinds Service Desk, enhancing efficiency and customization for their needs.
- Users appreciate the **ease of use** of SolarWinds Service Desk, making it simple to manage support requests efficiently.
- Users value the **ease of ticket submission** in SolarWinds Service Desk, facilitating smooth operations for their teams.
- Users value the **simplified interface** of SolarWinds Service Desk, making ITSM processes accessible and efficient.

##### Cons

- Users find **missing features** in SolarWinds Service Desk, leading to limitations in handling large enterprise needs.
- Users find the **search functionality challenging** , particularly when looking for specific asset tag numbers without ticket numbers.
- Users find the **insufficient information** in SolarWinds service desk challenging, affecting device management and troubleshooting efficiency.
- Users note the **limited features** of SolarWinds Service Desk, feeling it lacks advanced automation and customization options.
- Users experience **app limitations** regarding feature access, customizations, and mobile device usability in SolarWinds Service Desk.

#### What Are Recent G2 Reviews of SolarWinds Service Desk?

**["Intuitive, All-in-One ITSM That Streamlines Ticketing and Asset Management"](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12748126)**

**Rating:** 5.0/5.0 stars

_— Lakhan N._

[Read full review](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12748126)

**["Simplified Ticket Management, Needs Better Integrations"](https://www.g2.com/survey_responses/solarwinds-service-desk-review-13129315)**

**Rating:** 4.5/5.0 stars

_— Deborah W._

[Read full review](https://www.g2.com/survey_responses/solarwinds-service-desk-review-13129315)

#### What Are G2 Users Discussing About SolarWinds Service Desk?

- [What is SolarWinds Service Desk used for?](https://www.g2.com/discussions/what-is-solarwinds-service-desk-used-for)
- [How does help desk software work?](https://www.g2.com/discussions/solarwinds-service-desk-how-does-help-desk-software-work)
- [What is remote service desk?](https://www.g2.com/discussions/what-is-remote-service-desk)
- [What is the purpose of a service desk?](https://www.g2.com/discussions/what-is-the-purpose-of-a-service-desk)
- [Is SolarWinds service desk on premise?](https://www.g2.com/discussions/is-solarwinds-service-desk-on-premise)

### [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews)

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:** 556

#### 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](https://www.g2.com/sellers/connectwise)
- **Company Website:** www.connectwise.com
- **Year Founded:** 1982
- **HQ Location:** Tampa, FL
- **Twitter:** @ConnectWise  
14,926 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=825d5a968a56320f556cad3f9dfc8c57c880640eedc7d064eddf33e0f8d1e867&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F48576%2F&secure%5Burl_type%5D=linkedin_company_website)  
3,388 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 find the **interface easy to use** , appreciating its simplicity and efficiency in managing tasks and tickets.
- Users value the **seamless integration** with third-party software, enhancing customization and ease of use in their workflow.
- Users appreciate the **extensive integrations** of ConnectWise PSA, enhancing automation and workflow across various applications.
- Users appreciate the **rich feature set** of ConnectWise PSA, benefiting from comprehensive tools for management and organization.
- Users appreciate the **responsive customer support** from ConnectWise PSA, enhancing their experience with effective assistance.

##### Cons

- Users find the **learning curve steep** , making initial setup and adaptation to ConnectWise PSA quite challenging.
- Users report **poor customer support** with slow response times and inadequate follow-up on escalated issues.
- Users find **ConnectWise PSA's usability complex** , with a tedious configuration process that hampers effective management and forecasting.
- Users express frustration with **missing features** in ConnectWise PSA, highlighting the need for better sales and documentation tools.
- Users face significant **performance issues** with ConnectWise PSA, impacting workflow and overall satisfaction with the software.

#### What Are Recent G2 Reviews of ConnectWise PSA?

**["Efficient Tool That Simplifies Daily Tasks"](https://www.g2.com/survey_responses/connectwise-psa-review-12026815)**

**Rating:** 5.0/5.0 stars

_— Imran I._

[Read full review](https://www.g2.com/survey_responses/connectwise-psa-review-12026815)

**["Great PSA system is you take the time to set it up according to your needs"](https://www.g2.com/survey_responses/connectwise-psa-review-12892759)**

**Rating:** 4.5/5.0 stars

_— Verified User in Information Technology and Services_

[Read full review](https://www.g2.com/survey_responses/connectwise-psa-review-12892759)

#### What Are G2 Users Discussing About ConnectWise PSA?

- [What is SmileBack used for?](https://www.g2.com/discussions/what-is-smileback-used-for)
- [What is BrightGauge used for?](https://www.g2.com/discussions/what-is-brightgauge-used-for)
- [What is BrightGuage used for?](https://www.g2.com/discussions/what-is-brightguage-used-for) - 1 comment
- [How do I disable ConnectWise control?](https://www.g2.com/discussions/connectwise-psa-how-do-i-disable-connectwise-control)
- [How do I download ConnectWise manage client?](https://www.g2.com/discussions/how-do-i-download-connectwise-manage-client)

### [OTRS](https://www.g2.com/products/otrs/reviews)

OTRS is a comprehensive service management suite designed to streamline customer service operations by organizing and automating communication processes. It enables businesses to efficiently handle customer inquiries, support requests, and internal communications through a centralized platform. With its user-friendly web interface, OTRS ensures seamless ticket management, workflow automation, and multi-channel communication, including email, phone, and chat. This flexibility allows service teams to deliver timely and consistent support, enhancing overall customer satisfaction. Key Features and Functionality: - Ticket Management: Organizes and prioritizes customer inquiries to prevent requests from being lost, ensuring efficient tracking and resolution. - Workflow Automation: Automates repetitive tasks and processes, reducing manual effort and minimizing errors. - Multi-Channel Communication: Supports various communication channels, including email, phone, chat, and web forms, allowing customers to reach out through their preferred methods. - Customer Self-Service Portal: Provides customers with online access to submit requests, track their status, and access a knowledge base for self-help resources. - Reporting and Analytics: Offers robust reporting tools to monitor service performance, track key performance indicators (KPIs), and make data-driven decisions. - Customization and Integration: Allows for extensive customization to align with specific business needs and integrates seamlessly with existing systems like CRM and project management tools. Primary Value and Solutions Provided: OTRS enhances customer service quality by structuring communication and automating workflows, leading to faster response times and increased customer satisfaction. By centralizing all customer interactions and support processes, it ensures that no inquiry is overlooked, and service teams can manage their tasks more effectively. The self-service portal empowers customers to find solutions independently, reducing the volume of incoming requests and allowing agents to focus on more complex issues. Additionally, the comprehensive reporting capabilities enable businesses to monitor performance, identify areas for improvement, and make informed decisions to optimize their service operations.

**Average Rating:** 4.4/5.0

**Total Reviews:** 37

#### How Do G2 Users Rate OTRS?

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

#### Who Is the Company Behind OTRS?

- **Seller:** [OTRS Group](https://www.g2.com/sellers/otrs-group)
- **Company Website:** www.otrs.com
- **Year Founded:** 2003
- **HQ Location:** Oberursel, Germany
- **Twitter:** @OTRSGroup  
2,639 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=0e0bdecea00da2cca583422f5514412ec34a875ba23d77c2125fbcf6ea80782a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F154779%2F&secure%5Burl_type%5D=linkedin_company_website)  
115 employees on LinkedIn®

#### Who Uses This Product?

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

#### What Do G2 Reviewers Say About OTRS?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **customizability** of OTRS, appreciating how easily they can tailor the system to their needs.
- Users value the **customization options** in OTRS, making it user-friendly and adaptable to their needs.
- Users love the **ease of use** of OTRS, finding it simple to navigate and customize to their needs.
- Users value the **centralized management** of OTRS, enabling efficient organization of customer communications.
- Users appreciate the **organization of communication** OTRS provides, keeping customer interactions streamlined and accessible.

##### Cons

- Users find **ticketing issues** problematic, with challenges in changing queues and lag during ticket creation.
- Users experience **limitations on simultaneous access** , which restricts collaboration within the OTRS platform.
- Users often experience **slow loading** , leading to frustrations when creating tickets within OTRS.
- Users experience **slow performance** with OTRS, leading to issues and frustrations when creating tickets.

#### What Are Recent G2 Reviews of OTRS?

**["Great Ticketing System"](https://www.g2.com/survey_responses/otrs-review-11701969)**

**Rating:** 4.0/5.0 stars

_— Verified User in Higher Education_

[Read full review](https://www.g2.com/survey_responses/otrs-review-11701969)

**["Review for the software used on day to day basis"](https://www.g2.com/survey_responses/otrs-review-10954006)**

**Rating:** 5.0/5.0 stars

_— Verified User in Internet_

[Read full review](https://www.g2.com/survey_responses/otrs-review-10954006)

#### What Are G2 Users Discussing About OTRS?

- [What is OTRS used for?](https://www.g2.com/discussions/what-is-otrs-used-for)
- [Which module transforms data into required format in OTRS?](https://www.g2.com/discussions/which-module-transforms-data-into-required-format-in-otrs)
- [How much does Otrs cost?](https://www.g2.com/discussions/how-much-does-otrs-cost)
- [What does Otrs mean?](https://www.g2.com/discussions/what-does-otrs-mean)
- [Why is a system such as OTRS necessary for service desks?](https://www.g2.com/discussions/why-is-a-system-such-as-otrs-necessary-for-service-desks)

### [BMC Helix Remedyforce](https://www.g2.com/products/bmc-helix-remedyforce/reviews)

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

**Average Rating:** 3.9/5.0

**Total Reviews:** 46

#### How Do G2 Users Rate BMC Helix Remedyforce?

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

#### Who Is the Company Behind BMC Helix Remedyforce?

- **Seller:** [BMC Helix](https://www.g2.com/sellers/bmc-helix)
- **Year Founded:** 2025
- **HQ Location:** N/A
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=63b4dbbe36c184b8e0bcfe321196485a32ca82b8a8050b7bdd9dc630481c3b87&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbmchelix%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,266 employees on LinkedIn®

#### Who Uses This Product?

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

#### What Are Recent G2 Reviews of BMC Helix Remedyforce?

**["BMC Helix Remedyforce Review"](https://www.g2.com/survey_responses/bmc-helix-remedyforce-review-8173596)**

**Rating:** 5.0/5.0 stars

_— Padhma M._

[Read full review](https://www.g2.com/survey_responses/bmc-helix-remedyforce-review-8173596)

**["BMC Helix Remedyforce personal experience review"](https://www.g2.com/survey_responses/bmc-helix-remedyforce-review-8620233)**

**Rating:** 4.0/5.0 stars

_— Verified User in Computer Software_

[Read full review](https://www.g2.com/survey_responses/bmc-helix-remedyforce-review-8620233)

#### What Are G2 Users Discussing About BMC Helix Remedyforce?

- [What is the difference between BMC Remedy and BMC Helix?](https://www.g2.com/discussions/what-is-the-difference-between-bmc-remedy-and-bmc-helix)
- [What is Helix BMC?](https://www.g2.com/discussions/bmc-helix-remedyforce-what-is-helix-bmc)
- [What is remedyforce tool?](https://www.g2.com/discussions/what-is-remedyforce-tool)
- [What is BMC Helix remedyforce?](https://www.g2.com/discussions/what-is-bmc-helix-remedyforce)

### [ALVAO Service Desk](https://www.g2.com/products/alvao-service-desk/reviews)

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](https://www.g2.com/sellers/alvao)
- **Year Founded:** 1999
- **HQ Location:** Brno, CZ
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b4297ac3409125cdaa83d036c24021d1e5a99ac0bf4f819f643f3b9e60550d45&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Falvao%2F&secure%5Burl_type%5D=linkedin_company_website)  
54 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 praise the **effortless automation** of processes with ALVAO, significantly enhancing efficiency and digitalization across departments.
- Users appreciate the **time-saving automation** of ALVAO Service Desk, streamlining processes and reducing manual work significantly.
- Users appreciate the **intuitive and user-friendly interface** of ALVAO Service Desk, streamlining their helpdesk operations.
- Users value the **collaboration features** of ALVAO Service Desk for seamless communication across departments and efficient processes.
- Users appreciate the **deployment ease** of ALVAO Service Desk, enabling fast provisioning and smooth implementation for new services.

##### Cons

- Users find the **insufficient information** regarding custom forms complicates their experience with ALVAO Service Desk.
- Users find the **limited customization** of ALVAO Service Desk's forms and reports can complicate usage and documentation.
- Users experience **sporadic bugs** that are usually minor and resolved through updates or consultancy assistance.
- Users find the **creation of custom forms complex** , often requiring additional documentation for better understanding.
- Users feel that the **complex reporting** features require easier customization to enhance usability and effectiveness.

#### What Are Recent G2 Reviews of ALVAO Service Desk?

**["User review after 3 years of use"](https://www.g2.com/survey_responses/alvao-service-desk-review-9458381)**

**Rating:** 4.0/5.0 stars

_— Tomáš V._

[Read full review](https://www.g2.com/survey_responses/alvao-service-desk-review-9458381)

**["Great product and the support team"](https://www.g2.com/survey_responses/alvao-service-desk-review-11034772)**

**Rating:** 4.5/5.0 stars

_— Lukáš S._

[Read full review](https://www.g2.com/survey_responses/alvao-service-desk-review-11034772)

#### What Are G2 Users Discussing About ALVAO Service Desk?

- [What is ALVAO Service Desk used for?](https://www.g2.com/discussions/what-is-alvao-service-desk-used-for)

### [Serviceaide ChangeGear](https://www.g2.com/products/serviceaide-changegear/reviews)

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](https://www.g2.com/sellers/serviceaide)
- **Company Website:** www.serviceaide.com
- **Year Founded:** 2016
- **HQ Location:** San Jose, California
- **Twitter:** @ServiceAide  
11 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=863a50a8c62ca4d10d25fa4c75a0028b0f740f8eb3ca6aa0e6c8e1addb2de538&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F10676753%2F&secure%5Burl_type%5D=linkedin_company_website)  
75 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 management of incidents** in Serviceaide ChangeGear, enhancing team coordination and accountability.
- Users value the **well-organized documentation and seamless integration** of ChangeGear, enhancing efficiency in change management processes.
- Users value the **collaboration features** of Serviceaide ChangeGear, enhancing teamwork and reducing miscommunication during projects.
- Users value the **seamless integration** of Serviceaide ChangeGear, enhancing efficiency and streamlining processes within their workflows.
- Users value the **robust task management** features of Serviceaide ChangeGear, enhancing accountability and streamlining change processes effectively.

##### Cons

- Users find the **outdated interface** of ChangeGear cumbersome, hindering efficiency and navigation with large datasets.
- Users experience **slow performance** with Serviceaide ChangeGear, causing frustrations during urgent tasks and hindering efficiency.
- Users often face **missing features** in ChangeGear, particularly with reporting tools and inflexible approval processes.
- Users experience **slow loading** issues that hinder productivity, especially during urgent tasks and audits, causing frustration.
- Users face challenges with **outdated interfaces and rigidity** in ChangeGear, hindering flexibility and efficiency during use.

#### What Are Recent G2 Reviews of Serviceaide ChangeGear?

**["Our team's morale has improved since we started using Serviceaide ChangeGear"](https://www.g2.com/survey_responses/serviceaide-changegear-review-11047214)**

**Rating:** 4.5/5.0 stars

_— Megan P._

[Read full review](https://www.g2.com/survey_responses/serviceaide-changegear-review-11047214)

**["No more guessing who’s doing what"](https://www.g2.com/survey_responses/serviceaide-changegear-review-11060371)**

**Rating:** 4.0/5.0 stars

_— Vinicio B._

[Read full review](https://www.g2.com/survey_responses/serviceaide-changegear-review-11060371)

#### What Are G2 Users Discussing About Serviceaide ChangeGear?

- [What are the benefits and challenges of using Serviceaide ChangeGear for change management?](https://www.g2.com/discussions/what-are-the-benefits-and-challenges-of-using-serviceaide-changegear-for-change-management)
- [What is Serviceaide ChangeGear used for?](https://www.g2.com/discussions/what-is-serviceaide-changegear-used-for)

### [Alemba Service Manager](https://www.g2.com/products/alemba-service-manager/reviews)

Alemba Service Manager (previously vFire) is a highly functional, 100% ITIL-compliant IT Service Management tool with a specific focus on request fulfilment. Backed by 25 years of heritage, Alemba Service Manager enables users to respond quickly to business demands by dramatically reducing time to request fulfilment through automated workflowed integration. Alemba’s unique pricing model takes into account different levels of participation in, offering an interface for every kind of user.

**Average Rating:** 4.0/5.0

**Total Reviews:** 64

#### How Do G2 Users Rate Alemba Service Manager?

- **Has the product been a good partner in doing business?:** 8.1/10 (Category avg: 8.6/10)
- **Ticket Prioritization:** 7.8/10 (Category avg: 8.7/10)
- **Automate Ticket Routing:** 8.2/10 (Category avg: 8.8/10)
- **Knowledge Base/Ticket Integration:** 7.0/10 (Category avg: 8.3/10)

#### Who Is the Company Behind Alemba Service Manager?

- **Seller:** [Alemba](https://www.g2.com/sellers/alemba)
- **Year Founded:** 2007
- **HQ Location:** Send, United Kingdom
- **Twitter:** @Alemba  
408 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4936490c4d0d1f7591098e2460da6cee8bea0c18d4add02e118fa711af03110e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Falemba%2F&secure%5Burl_type%5D=linkedin_company_website)  
38 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Civil Engineering
- **Company Size:** 61% Large, 28% Medium

#### What Are Recent G2 Reviews of Alemba Service Manager?

**["Cost effective with great customisation"](https://www.g2.com/survey_responses/alemba-service-manager-review-9716354)**

**Rating:** 4.0/5.0 stars

_— Verified User in Government Administration_

[Read full review](https://www.g2.com/survey_responses/alemba-service-manager-review-9716354)

**["Simple, Realistic, Ease of Use and Cost effective IT Service Management tool."](https://www.g2.com/survey_responses/alemba-service-manager-review-1457048)**

**Rating:** 5.0/5.0 stars

_— rajeev t._

[Read full review](https://www.g2.com/survey_responses/alemba-service-manager-review-1457048)

#### What Are G2 Users Discussing About Alemba Service Manager?

- [What is Alemba Service Manager used for?](https://www.g2.com/discussions/what-is-alemba-service-manager-used-for)

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[Browse Service Desk Themes](/categories/service-desk/themes)

 ![Tian Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tian Lin")
TL

Researched and written by [Tian Lin](https://research.g2.com/insights/author/tian-lin)

Updated 

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.

Show More

* * *

## How Do You Choose the Right Service Desk Software?

### What You Should Know About Service Desk Software

### What is Service Desk Software?

An IT service desk, also known as a service desk, is a ticket management system that allows businesses to implement strong and effective workflows for internal support departments. It is the single point of contact (SPOC) between the IT service provider and users for day-to-day activities. 

Service desk software is designed to manage incidents and services apart from user communications for outages. It plays a crucial role in facilitating the amalgamation of business processes with the technology ecosystem and broader service management infrastructure.

Service desk products provide a variety of other functionalities, including IT asset management and incident management, which can be beneficial for companies of all sizes. Users can track IT assets in real time and record data regarding the health and performance of such assets. Additionally, IT asset management allows teams to assign specific assets to specific employees for ticket routing purposes. Tracking all these devices and assets provides greater transparency to a business. Asset management also helps optimize IT purchasing, regardless of company or department size. Enterprise service desk tools that reduce support costs and improve user satisfaction typically centralize incident response, asset tracking, and SLA reporting across distributed IT teams. Based on G2 reviews, IT service managers evaluate service desk software by comparing SLA visibility, usability, and self-service capabilities that reduce ticket volume.

#### What Types of Service Desk Software Exist?

Service desk system types are categorized based on the size of their target business users, deployment, and source code accessibility. Here are the five types of service desk software:

**Cloud-based service desk software**

Cloud-based service desk software is hosted on external servers accessible to agents and IT admins with the help of a browser on any device. It allows the business to handle fluctuating workloads without worrying about overloaded support portals during peak hours. SaaS tools enable teams to use a cloud-hosted product without requiring local installation. One of the most significant advantages of having a service desk ticket management system in the cloud is that the data is secure with retrievable backup options.

**Enterprise service desk software**

Enterprise service desk software is more complex with modules that comprise IT asset management, account management, service request fulfillment, and change and survey management. For large enterprises, different departments require a stable and systematic process to ask for and receive support, especially when it comes to asset management and technical aid. Organizations use enterprise service desk tools because they include features that most lower-tier packages do not, such as advanced encryption and security, multi-brand support, custom user roles, enterprise reporting, and sandbox. Enterprise-level software is also known to be more customizable so that organizations can automate more sophisticated capabilities for their teams.

**On-premises service desk software**

An on-premises service desk is licensed software purchased and installed by an organization on its servers to run the system. It generally requires a one-time setup fee, while a scheduled upgrade would demand an additional charge. The IT team assumes the responsibility of system maintenance and data backup. Alternatively, the organization can purchase a separate plan that includes technical support. The major advantage of on-premises service desk software is that the company owns and hosts the system resulting in complete authority over data security and privacy of information. On-premises software integrates better with local security options and generally provides greater customization.

**Open-source service desk software**

Open-source service desk software lets developers access its source code contrary to proprietary software that either forbids it completely or needs user license and permission. Since open-source service desks can be modified or enhanced, developers can add features, adjust processes, or fix bugs in the system. It is ideal for businesses with programming capabilities whose skilled IT departments can execute these changes and enhancements.

**Mobile device support service desk software**

If employees use mobile devices such as smartphones or tablets for work, a company’s service desk product must support such devices. Before selecting the software, it is necessary to verify a service desk solution that provides mobile support if needed, and if so, which devices are covered; some products only support iOS while others support Android. Buyers should work with their company’s IT team to decide which type of mobile app support, if any, is required and focus on the software that offers easy integration with these devices.

### What are the Common Features of Service Desk Software?

Service desk software is an excellent resource for companies to keep their IT infrastructure running optimally. The following are some core features within service desk tools that can help users make the most of them:

**Automated ticket creation**** :** Manually handling customer issues can take up a lot of time. Efficient service desk software streamlines workflows to automatically create support tickets based on the information that users provide. These tickets can be viewed by the filing user, analysts, and management auditing the ticket.

**Ticket notification:** Service desk platforms need a system that automatically notifies the IT team whenever a new ticket is created. This helps in prompt management of issues. Communication received via email, live chat, or phone is converted into actionable tickets. Custom priorities and statuses can also be created for these tickets based on the user’s requirements. Users can create a custom priority called “High-value customer” to expedite a ticket resolution or a custom status called “Manager’s approval” for them to identify tickets faster.

**Ticket tagging:** Another important feature that a service desk software should have is the organization of tickets by issue, service level agreement (SLA), or other priorities. A high-quality service desk tool allows the IT team to tag and sort tickets according to their tag. This helps them take a broader look at the requests that come in and check any recurring issues that need to be addressed or require de-escalation.

**Knowledge management:** With an integrated knowledge base, automatic recommendations can be made based on keyword recognition for new tickets. This aids new people in the IT team in understanding typical troubleshooting methods and helps experienced people watch over what knowledge needs to be updated or added.

**Ticket history tracking:** Mistakes may come up during a ticket resolution process, and it is imperative for the IT team to be able to track the mistake. A service desk tool needs to have ticket history tracking to view the history of a ticket and ensure that everything is functioning as intended. 

**Reporting:** It is essential to track the IT team's progress in handling and resolving service tickets. An effective service desk tool helps generate reports on each part of the customer service process. This includes the volume of tickets coming in, number of tickets resolved, average resolution time, what kinds of tickets are resolved the most, and more. 

**Asset management:** Service desk software must track internal hardware and software issues. This allows the IT team to sort and access all assets and the maintenance history related to a specific ticket or product. This aids in resolving issues efficiently.

### What are the Benefits of Service Desk Software?

Service desk solutions can have their own set of benefits. A few of them are listed below:

**Cost savings and scalability:** The two most common benefits organizations seek while implementing IT service desk software are cost savings and scalability. A service desk that is adequately staffed and well managed can handle much of the routine IT work. It provides companies with a relatively low-cost option for transferring simple work from engineering teams and subject matter experts, enabling them to focus on activities that add more value to the company. 

**Early warning of potential problems:** Based on the volume of issues and requests that the service desk handles, organizations can use it as a monitoring tool to identify and preemptively address issues. The “early warning system” that the service desk provides can enable proactive problem management, preventative maintenance, and service changes to reduce the user impacts of outages and service deterioration.

**Increased communication and transparency:** Service desk software facilitates communication between IT and other departments, helping resolve and prevent glitches and breakdowns by helping users create, assign, track, and resolve tickets.

**Reduced downtime:** Service desk platforms help reduce end-user downtime with streamlined ticket tracking and issue resolution. It facilitates standardization of IT processes, enabling better IT-related strategy planning and tracking.

**Improved productivity:** Service desks help improve agent productivity by preventing ticket losses. It minimizes disruptions, equipping an organization with 360-degree visibility of their IT and business assets.

Based on G2 reviews, enterprise service desk platforms reduce ticket volume primarily through self-service portals and knowledge bases that let employees resolve common issues without filing tickets. Reviewers from large IT teams consistently link well-designed self-service deflection to reduced support costs and improved user satisfaction, since fewer routine tickets leaves agents free to focus on higher-value incidents. Enterprise buyers also evaluate how cleanly the platform extends beyond IT into HR, facilities, and finance for unified service management across the organization.

### Who Uses Service Desk Software?

**IT teams:** Service desk software is traditionally used by the internal IT service teams of enterprises, small businesses, and medium businesses as a ticketing system to provide better assistance to employees using IT equipment. These tickets can track the progress of IT requests, offering users transparency into issue resolution. Service desk products centralize the tickets and allocate them to the proper IT support staff. This can lead to quicker resolutions and prevent any issues from being lost in the shuffle. By increasing support efficiency with these methods, IT support teams can better meet SLAs and keep employees satisfied and productive.

#### Software Related to Service Desk Software

Related solutions that can be used together with service desk software include:

[Help desk software](https://www.g2.com/categories/help-desk) **:** IT help desk software is a one-stop point of contact where customers can send their queries or problems. It organizes ticket requests from customers outside the company and provides them with information and support regarding its products or services. If a team is handling customer issues, they’ll likely want to investigate help desk solutions providing features for external-facing resources and communication. Some product suites support both internal service and external assistance if an organization requires both. Usually, service desks have a help desk component incorporated to improve IT processes and enhance efficiency.

[Knowledge management software](https://www.g2.com/categories/knowledge-management) **:** A knowledge management system is crucial for managing resources and ensuring organizational knowledge is available to those who need it. Knowledge management solutions can speed up issue resolution time by providing guidance and answers to often seen issues. Knowledge management software has both internal and external use cases. Some companies use knowledge management software as an internal database for employees to reference, while others use it as an external reference for customers.

[Customer self-service software](https://www.g2.com/categories/customer-self-service) **:** Often, issues and requests that generate user calls into the IT service desk are matters that the user could address on their own if they had the right set of tools and access to information. One of the best ways to maximize service desk efficiency is to provide self-service options. A self-service portal helps users resolve their issues faster, without the delays of waiting for an agent. They also help the company save funds by reducing the need for additional agent capacity in the IT service desk to address simple requests. 

[Remote support software](http://www.g2.com/categories/remote-support) **:** Internal support analysts can provide greater support to employees by being able to assist remotely whenever possible. Remote support solutions allow analysts to work with internal users on issue resolution via virtual access established through a cloud gateway. Remote support solutions enable analysts to work with internal users on issue resolution without physically accessing the user’s device.

### Challenges with Service Desk Software

Working in the IT service desk business is quite hectic. Every customer wants to receive fast and professional support, which puts a considerable amount of pressure on staff members. Here are some challenges that agents working in an IT service desk encounter:

**Numerous requests from different departments and interruptions:** IT teams at high technology companies can get swamped by technical issues at a near-constant rate. At the same time, more niche businesses will only see a few requests per day. As technology becomes more vital in business operations, the need for instant troubleshooting increases significantly. This can quickly become a problem when the service desk receives too many requests and lacks the necessary communication tools. The cost of IT service failures can be substantial, and downtime can have an adverse impact on the organization's business. Therefore, it’s crucial to have an IT service desk and efficient processes in place to deal with issues promptly while maintaining quality standards.

**Up-to-date knowledge:** Within service desk solutions, knowledge bases are effective only if they’re maintained. This may demand extra time on the part of the IT team in case they find that a previous piece of knowledge is outdated and needs to be updated. While the task shouldn’t necessarily have to fall on one person to maintain the effectiveness of a knowledge base, companies should consider having an analyst on the service desk who would be responsible for maintaining the knowledge base, should their size necessitate this consideration.

**Wasting time on recurring issues:** Without a tool for collecting, recording, and analyzing support data, organizations can easily fall into the trap of solving the same problems all over again. If the IT service desk doesn’t keep track of the most common issues, the IT team will waste time trying to identify and fix the issues that have already been worked on. However, it is impossible to remove every problem, so it’s essential to invest in reliable software and create a database of all the issues together with solutions. Such a database will enable the IT service desk to quickly address recurring issues and prevent some common operational bottlenecks in the future.

**Lack of useful self-service tools:** Technology is instrumental to providing efficient and effective IT support, yet many service desks suffer from a technology gap between what they have and what is needed. Unavailability of sufficient time and resources to upgrade to the most recent version of the service desk tool and constrained business budgets for getting a new solution make it difficult for the IT team to resolve issues smoothly. It is essential for the IT team to future-proof their purchase decision by creating an improvement roadmap and deciding on the supporting features they would require.

### How to Buy Service Desk Software

#### Requirements Gathering (RFI/RFP) for Service Desk Software

Wherever a business is in its buying process, G2 can help select the best service desk software for their needs.

The buyer might find that the IT team in the organization spends too much time manually tracking tickets in email chains and filling out spreadsheets. Instead, they can switch over to software to manage all of that in an organized location. Users should think about the pain points and jot them down; these should help create a checklist of criteria. Additionally, the buyer must determine the number of employees who will need to use this software, which drives the number of licenses they are likely to buy.

The checklist serves as a detailed guide that includes both essential and nice-to-have features, including budget features, number of users, integrations, security requirements, cloud or on-premises solutions, and more.

Depending on the scope of the deployment, it might be helpful to produce an RFI, a one-page list with a few bullet points describing what is needed from a service desk software.

#### Compare Service Desk Products

**Create a long list**

From meeting the business functionality needs to implementation, service desk software vendor evaluations are an essential part of the software buying process. For ease of comparison, after all demos and trials are complete, it helps prepare a consistent list of questions regarding specific requirements and concerns to ask each vendor. 

**Create a short list**

From the long list of vendors, it is helpful to narrow down the list of vendors and come up with a shorter list of contenders after excluding from consideration any products that don’t cover all of the required features. With this list in hand, businesses can produce a matrix to compare the pros and cons as well as the pricing of the various products.

**Conduct demos**

Demos provide an opportunity to buyers to see how a service desk software can address IT-related issues effectively. It is lucrative to request the vendor for a live demo of the software to have an in-depth understanding of the features it offers. This will allow the business to evaluate how each vendor stacks up against the competition. Also, It's typical for vendors to offer a free trial of their software, and buyers should sign up for that option. Companies can use dummy data to see how ticket creation, status tracking, and other features will work in the system to make sure it's what they are looking for.

#### Selection of Service Desk Software

**Choose an evaluation team**

Before getting started, it's crucial to create a team that will work together throughout the entire process, from identification of pain points to implementation. The software selection team should consist of members of the organization who have the right interest, skills, and time to participate in this process. A good starting point is to aim for a group of three to five people, including a junior-level customer service person, a couple of service desk users, and a manager or senior leader. Combining their different needs and backgrounds will provide the buyer with a more efficient way to tell if the service desk will be a good fit for the whole organization. It is necessary for the whole evaluation team to look at the same tool simultaneously rather than working in silos.

**Consider scalability**

Functionality matters a great deal while choosing an IT service management solution, but scale is also an incredibly important consideration. The cost of having to refresh the service desk can be significant. Correctly projecting scale based on the organization’s staffing requirements can lead to significant cost savings over time, as the organization is able to continue expanding without having to invest in a new solution to meet the new challenges created by a large-scale operation. The solution should be scalable to provide room for future business growth. It should be able to adjust for more technicians, end-users, modules, and other IT management tools.

**Prioritize reliability and support**

The buying organization should be aware of the support channels available when a service desk system has an outage or when a process needs reworking. Every software product experiences issues, but some companies do much better than others in handling those situations. The organization should always take into consideration the quality of support provided by the vendor while evaluating alternatives. Within this, timeliness and available support channels can be two major factors to consider.

Based on G2 reviews, IT service managers evaluating the most trusted IT service desk platforms weigh day-to-day usability, support queue SLA visibility, and reporting depth as the features that determine team adoption beyond the initial purchase. Reviewers describe usability and CSAT scores as tightly linked, since clean interfaces, intuitive ticket routing, and customizable dashboards directly influence agent throughput and end-user feedback. Buyers in mission-critical IT environments also weigh platform reliability under load, since service disruptions and risk of data loss during heavy usage are cited as the difference between reliable service desk systems and ones agents work around.

### What does Service Desk Software Cost?

Pricing is a major consideration when finding a solution that meets the organization’s needs for issues relating to the size of operations in the service desk. Sometimes, purchasing a solution that meets current requirements and replacing it over time may make sense, but only if an organization anticipates making major technological changes that make an entirely new platform necessary regardless of scale concerns. Finding the right price point depends on weighing functionality, features, and capacity issues besides one another to find the right fit for the organization’s operational needs.

ITSM solutions usually come with different licenses at different prices. When choosing a service desk software, it is important to strike a balance between features and license price based on the company’s budget. The organization must look into the cost of scaling up, receiving support, and annual maintenance.

### Service Desk Software Trends

**Internet of things (IoT)**

As more devices become network-connected, service desk analysts and support staff will require the ability to manage and troubleshoot a variety of devices. Pairing service desk solutions with [IoT management platforms](https://www.g2.com/categories/iot-management) may help a company’s analysts stay on top of growing IoT needs.

**Automation **

Chatbots, Machine Learning, and other AI technologies will likely be integrated into day-to-day service desk functions sooner rather than later. These options can help mediate some of the simpler issues service desks face, allowing the IT team to spend more time addressing larger issues.

**Focus on consumer experience**

The role of IT support is to make sure that IT services help employees with their work. Increased expectations of IT employees have shifted the focus of IT towards providing a better end-user experience. Providing a better end-user experience improves the IT department's reputation and creates a work environment free of frustration for both end users and IT technicians.