Best Enterprise Service Desk Software - Page 3

How Many Service Desk Software Products Does G2 Track?

Total Products under this Category: 150

Category Stats (Oct 2026)

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

Last updated: October 15, 2026

How Does G2 Rank Service Desk Software Products?

Why You Can Trust G2's Software Rankings:

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

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

G2 Grid® for Service Desk Software

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

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

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

Alemba Service Manager

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
  • Year Founded: 2007
  • HQ Location: Send, United Kingdom
  • Twitter: @Alemba
    408 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    37 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?

What Are G2 Users Discussing About Alemba Service Manager?

Xurrent ITSM

Xurrent is an AI-powered service and operations management platform that unifies ITSM, IT operations, and incident management on a single system of record. With an always-on AI fabric and deep automation, Xurrent helps teams eliminate silos, reduce MTTR, and keep the business running smoothly.

Average Rating: 4.6/5.0

Total Reviews: 83

How Do G2 Users Rate Xurrent ITSM?

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

Who Is the Company Behind Xurrent ITSM?

  • Seller: Xurrent
  • Year Founded: 2010
  • HQ Location: Santa Barbara, US
  • Twitter: @4me
    250 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    176 employees on LinkedIn®

Who Uses This Product?

  • Top Industries: Information Technology and Services, Insurance
  • Company Size: 51% Large, 30% Medium

What Do G2 Reviewers Say About Xurrent ITSM?

AI-generated summary from verified user reviews

Pros
  • Users find Xurrent ITSM easy to set up and maintain, enhancing the overall user experience significantly.
  • Users value the scalable, service-centric approach of Xurrent, enhancing efficiency and collaboration across departments.
  • Users appreciate the intuitive design of Xurrent ITSM, simplifying workflows and enhancing collaboration across the platform.
  • Users highlight the efficiency of Xurrent ITSM, enabling quick implementation and improved service delivery across departments.
  • Users highlight the implementation ease of Xurrent ITSM, enabling quick setup and minimal ongoing maintenance.
Cons
  • Users find the missing features in Xurrent ITSM frustrating, especially regarding advanced workflows and API functionalities.
  • Users are disappointed by the limited features of Xurrent ITSM, restricting advanced workflows and integration capabilities.
  • Users find the poor design of Xurrent ITSM detracts from usability, especially with its clunky interface and dated look.
  • Users find the dated interface of Xurrent ITSM lacking, though improvements are promised in the near future.
  • Users express concerns over insufficient information, noting outdated documentation and lack of dynamic API lookups causing data duplication.

What Are Recent G2 Reviews of Xurrent ITSM?

What Are G2 Users Discussing About Xurrent ITSM?

SolarWinds Web Help Desk

SolarWinds® Web Help Desk® (WHD) is designed as easy-to-use help desk and service desk ticketing and asset management software, that helps IT technicians and help desk support members simplify and streamline support from initial request to resolution. Key Features: • Single web interface to manage all support requests with ability to group tickets by request type, priority, client, and more • Easy-to-use ticketing system that uses rules to automate creating, routing, assigning, and tracking of tickets • A pragmatic approach to applying ITIL best practices with the flexibility to make it work for your environment • Automate and schedule discovery of hardware and software assets in your IT infrastructure, and track asset history including ownership and related service requests • Built-in knowledge base for creating FAQ and knowledge base articles to assist your help desk team and promote self-service to end users

Average Rating: 3.9/5.0

Total Reviews: 59

How Do G2 Users Rate SolarWinds Web Help Desk?

  • Has the product been a good partner in doing business?: 8.1/10 (Category avg: 8.6/10)
  • Ticket Prioritization: 8.7/10 (Category avg: 8.7/10)
  • Automate Ticket Routing: 8.7/10 (Category avg: 8.8/10)
  • Knowledge Base/Ticket Integration: 7.1/10 (Category avg: 8.3/10)

Who Is the Company Behind SolarWinds Web Help Desk?

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

Who Uses This Product?

  • Top Industries: Information Technology and Services, Education Management
  • Company Size: 62% Medium, 22% Large

What Do G2 Reviewers Say About SolarWinds Web Help Desk?

AI-generated summary from verified user reviews

Pros
  • Users praise the ease of use of SolarWinds Web Help Desk, highlighting its straightforward interface and functionality.
Cons
  • Users report experiencing feature issues with outdated functions not performing as expected, impacting overall usability.
  • Users find several missing features in SolarWinds Web Help Desk, leading to dissatisfaction with its performance.
  • Users find the outdated interface of SolarWinds Web Help Desk frustrating and not user-friendly.

What Are Recent G2 Reviews of SolarWinds Web Help Desk?

What Are G2 Users Discussing About SolarWinds Web Help Desk?

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BMC FootPrints

Easy to own, use & extend IT service management for mid-size organizations. Create personalized experiences for your employees to increase their productivity. Admins can quickly configure end-to-end business services for IT and beyond. FootPrints integrates with other systems such as BMC Client Management, Active Directory, SQL Databases & more. Configurable capabilities streamline the automation of service delivery, improving employee satisfaction and IT's reputation with your business users.

Average Rating: 3.5/5.0

Total Reviews: 57

How Do G2 Users Rate BMC FootPrints?

  • Has the product been a good partner in doing business?: 8.1/10 (Category avg: 8.6/10)
  • Ticket Prioritization: 8.3/10 (Category avg: 8.7/10)
  • Automate Ticket Routing: 8.2/10 (Category avg: 8.8/10)
  • Knowledge Base/Ticket Integration: 7.9/10 (Category avg: 8.3/10)

Who Is the Company Behind BMC FootPrints?

Who Uses This Product?

  • Top Industries: Higher Education, Law Practice
  • Company Size: 60% Large, 39% Medium

What Are Recent G2 Reviews of BMC FootPrints?

What Are G2 Users Discussing About BMC FootPrints?

Track-It!

Newly redesigned, fully web based integrated Help Desk and IT Asset Management system designed for small to medium sized companies to be affordable to own, easy to install and configure and easy to use. Track-It! includes modules for Help Desk, Asset Management, Endpoint Management, Software Deployment, Patch Management, Change Management, Purchasing, Self Service, Dashboards, Reporting, SLAs, Business Rules and more.

Average Rating: 3.7/5.0

Total Reviews: 98

How Do G2 Users Rate Track-It!?

  • Has the product been a good partner in doing business?: 8.1/10 (Category avg: 8.6/10)
  • Ticket Prioritization: 7.5/10 (Category avg: 8.7/10)
  • Automate Ticket Routing: 7.4/10 (Category avg: 8.8/10)
  • Knowledge Base/Ticket Integration: 6.8/10 (Category avg: 8.3/10)

Who Is the Company Behind Track-It!?

Who Uses This Product?

  • Top Industries: Information Technology and Services, Higher Education
  • Company Size: 56% Medium, 29% Large

What Are Recent G2 Reviews of Track-It!?

What Are G2 Users Discussing About Track-It!?

C2 ITSM

C2 ITSM is a comprehensive IT service management solution designed to help organizations of all sizes streamline their IT operations, boost productivity, and enhance customer service. Built on a flexible and customizable framework, C2 ITSM adapts to the unique workflows and processes of each organization, offering a tailored approach to IT service management that aligns with specific operational requirements. Targeted primarily at IT departments across various sectors, C2 ITSM is particularly beneficial for organizations that manage a high volume of service requests and require efficient incident and problem resolution. The platform is equipped to handle a wide range of use cases, from automating repetitive tasks to providing a centralized configuration management database (CMDB) that offers complete visibility into IT assets and configurations. By adhering to ITIL's best practices, C2 ITSM enables organizations to effectively manage incidents, problems, changes, and assets, ultimately leading to improved service delivery and customer satisfaction. Key features of C2 ITSM include robust incident and problem management capabilities, which empower IT teams to resolve issues quickly and efficiently. The platform also offers change management tools that facilitate the implementation of changes with minimal disruption to ongoing operations. Additionally, the asset management feature provides valuable insights into the lifecycle of IT assets, allowing organizations to optimize their resources and reduce operational costs. The user-friendly interface unifies service management processes, simplifying collaboration and communication among team members. C2 ITSM distinguishes itself in the IT service management category by offering seamless integration with existing tools, advanced reporting, and analytics capabilities. This functionality empowers IT teams to make data-driven decisions and enhances their ability to respond proactively to service requests. Furthermore, the solution is backed by a strong support system, including 24/7 North American support and a financially backed 99.9% service level guarantee, ensuring that organizations can depend on C2 ITSM for their IT service management needs. With a proven track record since 2008, C2 ITSM is committed to security and compliance, being hosted in North America and adhering to ISO 27001 and SOC-2 Type II certifications. This dedication to quality and security, combined with an affordable pricing model that avoids costly add-ons, positions C2 ITSM as a reliable choice for organizations seeking to enhance their IT service management capabilities.

Average Rating: 4.2/5.0

Total Reviews: 39

How Do G2 Users Rate C2 ITSM?

  • Has the product been a good partner in doing business?: 8.1/10 (Category avg: 8.6/10)
  • Ticket Prioritization: 8.2/10 (Category avg: 8.7/10)
  • Automate Ticket Routing: 9.2/10 (Category avg: 8.8/10)
  • Knowledge Base/Ticket Integration: 8.1/10 (Category avg: 8.3/10)

Who Is the Company Behind C2 ITSM?

  • Seller: SherWeb
  • Year Founded: 1998
  • HQ Location: Sherbrooke, Quebec, Canada
  • Twitter: @SherWeb
    2,384 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    935 employees on LinkedIn®

Who Uses This Product?

  • Top Industries: Government Administration
  • Company Size: 57% Medium, 40% Large

What Are Recent G2 Reviews of C2 ITSM?

What Are G2 Users Discussing About C2 ITSM?

Tian Lin
TL
Researched and written by Tian Lin
Updated