Top Free Service Desk Software
Check out our list of free Service Desk Software. Products featured on this list are the ones that offer a free trial version. As with most free versions, there are limitations, typically time or features.
If you'd like to see more products and to evaluate additional feature options, compare all Service Desk Software to ensure you get the right product.
Top 10 Free Service Desk Software in 2021
- Freshservice
- SolarWinds Service Desk
- SysAid
- Jira Service Management
- ManageEngine
- Track-It!
- atSpoke
- Splashtop SOS
- Kaseya VSA
- Micro Focus Service Management Automation X (SMAX)
View Free Service Desk Software
Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 40000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed, using ITIL best practice, to help IT organizations to focus on what’s most important – exceptional service delivery and customer satisfaction. In addition to supporting their service desk and ITSM needs, these customers choose Freshservice based on ease to use, speed of setup, customer service,
SolarWinds Service Desk, previously Samanage Service Platform, is an award-winning, fully integrated cloud-based service desk and IT asset management solution. With thousands of highly rated reviews across many directories, SolarWinds Service Desk is one of the world’s premier IT service management platforms. Based on ITSM best practices to create a platform that is as usable as it is cutting-edge by incorporating automation, artificial intelligence, and machine learning to help streamline IT
SysAid is an award-winning service management solution that transforms agent productivity, enhances the end-user experience, and drives value across your organization. With built-in asset management, and advanced automation & orchestration, SysAid helps to resolve the core challenges faced by organizations today. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries.
Jira Service Management empowers Dev and Ops teams to collaborate at high-velocity, so they can respond to business changes and deliver great customer and employee service experiences fast. Reshape what IT means to your business at www.atlassian.com/software/jira/service-management
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 i
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.
atSpoke is a modern workplace operations platform that helps businesses scale by giving every employee what they need to be their most productive. Purpose built to work with your SaaS toolset, IT, HR and Operations teams get more done where they work and resolve requests faster with one central command center, backed by intuitive ticketing, a dynamic knowledge base, and end-to-end machine learning. Employees get convenient and immediate self-help in the tools they already use with conversational
Splashtop SOS is the best value remote support software solution for IT, support teams, and help desks. Securely connect on-demand to your users’ computers and mobile devices with a simple session code or with unattended anytime access. There are three packages to choose from – All with unlimited on-demand support + your choice of access to unattended computers. Splashtop SOS features include: - On-demand quick support access to Windows, Mac, iOS, and Android - Unattended anytime access t
Kaseya VSA is an integrated IT systems management platform that can be leveraged seamlessly across IT disciplines to streamline and automate your IT services. Kaseya VSA integrates key management capabilities into a single platform. Kaseya VSA makes your IT staff more productive, your services more reliable, your systems more secure, and your value easier to show. VSA capabilities include: Remote Monitoring, Remote Control, Patch Management, Monitoring, AV/AM, Process Automation, Backup and more
Intuitive, personalized, no-wait self-service—people expect it everywhere, including at work. Our service management solution overcomes the limitations of manual ESM and ITSM tools to exceed expectations. Start delivering connected, automated, informed experiences — powered by machine learning — to every employee. See productivity rise. See costs, outages, ticket volumes, and resolution times fall. Your business will thank you for it. Transform service for everyone: • One self-service portal f
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
LogMeIn Rescue is a powerful, easy-to-use remote support solution for PCs, Macs, mobile devices, and more. Rescue is built to serve teams of all sizes, from small helpdesks to the world's largest support organizations, and everyone in between. Rescue helps you provide technical support to your employees, your customers, or both, with a solution that is fast, reliable, flexible, and easy to use.
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. Rationality for data quality control 4. Administrative and financial management of assets 5. Software inventory and licences management 6. Knowledge and frequently asked questions 7. Statistics and reports 8. Profound integration 9. Andro
Alloy Navigator is an IT service and asset management solution that enables organizations of all sizes to manage their IT operations. This solution offers fully integrated help desk, network inventory and knowledge base capabilities, plus ITIL standards such as change and configuration management. Navigator also creates relationships automatically between meaningful data while providing a comprehensive view of IT infrastructure components. Alloy Navigator’s service desk manages tickets, assets,
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-friend
C2 is a Sherweb company. C2 ATOM is an integrated IT service management software designed for organizations looking to provide highly refined quality service delivery. It’s also an ITIL-ready and codeless service desk built for reaching your ultimate automation potential and operating best-in-class ticketing. Beyond IT, C2 delivers powerful and flexible enterprise service management solutions for either On-Premise or Cloud installation, putting IT as a real partner for business. Intuitive confi
Vision Helpdesk is 12 years young and serves 15000+ customers, It offers best customer service tools - solution for every size business. 1) Help Desk Software (Multi Channel Help Desk) 2) Satellite Desk (Multi Company / Brand Help Desk) 3) Service Desk (ITIL / ITSM Desk) - PinkVerify Certified Vision Helpdesk offers SaaS and Download version of above all products. It starts as low as $8 per mo per staff agent.
What is Web+Center? Web+Center is a suite of open source, web-based help desk applications that run onsite or in the cloud and support all browser-based devices, including PCs, Macs, smart phones and tablets. With access to 100% of the source code, organizations can create the ideal customized solution for their unique business needs for applications such as IT help desk, customer support, asset tracking and facilities management. Community colleges, hospitals, small businesses, non-profits and
iSupport Service Desk helps you to automate incident, problem, change management, reporting, knowledge, asset, end user self help, approval processes, customer surveys and advanced email processing. We leverage your current investments in Microsoft technologies such as Active Directory, SQL, WMI and more. Available for both on premises and hosted.
Halp is a conversational ticketing solution for modern IT and Ops teams to assign, prioritize, manage and report on requests from Slack. It’s used every day by internal operations teams at Adobe, Home Depot, GitHub, Slack, ClassPass, and many more. Opening up a ticket is as simple as adding a 🎫emoji (aka :ticket:) to a comment or direct message. The Halp ticket then threads each conversation and empowers your agents to edit fields, add private notes, and resolve the issue without ever leaving S
Halo Service Desk provides ITIL aligned service desk software that can be installed on premise or in the cloud. Through over 20 years of experience, Halo Service Desk has been developed to offer a feature rich application whilst maintaining a simple to use interface Transform legacy ways of working into modern intuitive workflows, empower teams to deliver excellent service to customers and employees repeatedly. Standardise your processes and gain valuable analytics to align IT to the business ne
Eden Workplace is the all-in-one workplace management platform that makes it easier for companies to run their offices. With products like COVID Team Safety, Desk Reservations, Visitor Management, Room Booking, and Ticketing, Eden Workplace is the comprehensive solution for the workplace. Eden Workplace is based in San Francisco and investors include Y Combinator, Bessemer Venture Partners, Fifth Wall, S28 Capital, Reshape and JLL. Eden’s mission is to create a better place to work, for everyon
Vorex Time & Expense is a leader in Cloud-based solutions. Easy to use and feature-rich. Access it from anywhere using a PC, laptop, ipad, or smartphone. Track billable/non-billable, control hours & spending limits, design your workflow, get notifications, and much more. Whether you want basic Time/Expense Tracking, extensive reporting & analysis, budgeting, or payroll data collection- Vorex is the solution for your company.
Mint Service Desk is a next-generation of ITSM platforms. It can be used freely without any limitation in functionalities for up to 3 agents. Currently it's being distributed as On-Premise Solution. Main features: - Ticket types - Dynamic attributes which can be assigned to certain ticket types - Email Integration - Chat-based communication - Autoresponse - Response templates - Queues - Asset management - CMDB - Dynamic attributes assigned to asset categories - Relations (Asset Ticket, Asset
Mint Service Desk is a next-generation of ITSM platforms. It can be used freely without any limitation in functionalities for up to 3 agents. Currently it's being distributed as On-Premise Solution. Main features: - Ticket types - Dynamic attributes which can be assigned to certain ticket types - Email Integration - Chat-based communication - Autoresponse - Response templates - Queues - Asset management - CMDB - Dynamic attributes assigned to asset categories - Relations (Asset Ticket, Asset
Service Creatio is a comprehensive cloud solution that allows the management of customer requests and automates service operations by following pre-defined processes for full-cycle service management. Service agents can benefit from working in a unified environment to handle a constantly growing number of cases and service requests, managing case queues, and delivering mass personalized communications. Creatio recognized in 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center, as
Back is the first employee service platform for internal service teams to organize and automate all workplace requests and processes on one intuitive platform. It provides employees with a convenient way to get help and information and always know who is taking care of their question. The platform integrates with various communication channels (including Slack and email), so employees can submit requests the way they are used to. Back centralizes all requests in one easy-to-use platform an
Deepser is a modern ITSM software with an interactive web interface. It allows you to manage all services in a single platform and organize support requests, improving customer satisfaction and optimizing the use of company resources. Deepser is modular and scalable: Ticketing, CMDB, ITAM, CRM etc. It allows a rapid implementation and various integrations. Available Cloud and On Premise. All features are included in the low cost of the license: It is convenient and tailored to your needs.
100% customizable Service Desk for any business small or large
4me is the first enterprise service management application specifically built to support the Service Integration and Management (SIAM) approach. It allows the internal and external service providers of an enterprise to collaborate while 4me keeps track of the service levels. 4me also offers, by far, the fastest global response times and the most user-friendly interface. 4me supports the full range of IT and Enterprise Service Management capabilities alongside strong Project and Portfolio Mana
Learn More About Service Desk Software
What is Service Desk Software?
Service desk software helps businesses organize and consolidate their IT issue troubleshooting in one place. Users can file tickets to a company’s internal IT team, who will take over issue investigation and troubleshooting. This software is useful for companies to keep their internal IT infrastructure running optimally.
Prior to implementing a service desk solution, IT management teams most frequently received requests or incident reports via email, which became cluttered and disorganized. Service desk software, however, provides users with a ticketing system that houses all IT requests in a central location. These systems allocate tickets to the proper employee who will fix the issue quickly and efficiently. This also helps reduce the number of requests that get lost or mishandled. Better organization translates to better response time, which helps IT teams comply with service level agreements.
Transparency is another major benefit of service desk issue tracking. When a ticket is created, all parties can track the progress of said issue until its completion. Ticket details include the user who submitted the ticket, the analyst in charge of fixing the problem, and a manager or supervisor who can ensure all issues are being handled properly. Without a ticketing system, this level of transparency is virtually nonexistent. Emails can slip through the cracks and users will never know if their issues are being resolved.
Service desk products provide a variety of other functionalities, including IT asset 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. With asset management, IT teams can keep inventory on all of their hardware and software products. Tracking all these devices and assets provides even more transparency and organization for a business. On top of saving a company money by better knowing when devices and assets need replacing, asset management also helps optimize IT purchasing, regardless of company or department size.
Key Benefits of Service Desk Software
- Increased organization in addressing issues and asset management
- End-to-end troubleshooting process transparency
- Decreased total ticket open time with integrated knowledge management
Why Use Service Desk Software?
Increased Communication and Transparency — Service desk software improves communication between IT staff and end users with transparent ticket management. Through a dedicated ticketing system, analysts can assist users more fluidly, as well as maintain organization and keep accurate track of important items with asset management technology.
Reduced Downtime — Reduces end-user downtime with streamlined ticket tracking and issue resolution. Record fixes and recommended troubleshooting information to help speed up turnaround. Maintain brand image with prompt and quality customer service.
Fewer Repeat Issues — With detailed resolution documentation, repeat issues can be kept to a minimum.
Improved Productivity — Ensure employee productivity by keeping their tools online and effective. Also, improve overall company productivity by preventing ticket losses.
Who Uses Service Desk Software?
Service desk software is traditionally used by internal IT service teams as a ticketing system to better provide assistance to employees using IT equipment. These tickets can track the progress of the IT requests, thereby offering users transparency into issue resolution. Service desk products centralize the tickets and allocate them to the proper IT support staff member. This organization 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 service level agreements and keep employees happy and productive.
Kinds of Service Desk Software
On-Premise vs. Cloud — The majority of service desk reviews come from employees of large and mid-sized companies. (If your business is large enough to require a service desk, consider whether you want software-as-a-service (SaaS) or software that is installed on all of your employees’ machines.) SaaS tools allow teams to use a cloud-hosted product without requiring any local installation, while having the product deployed through on-premise hosting requires local installation and uses a company’s data center. SaaS has several benefits, especially that updates are easy to execute, and it is accessible from anywhere. On-premise software integrates better with local security options and generally provides greater customization.
Mobile Device Support — If employees use mobile devices such as smartphones or tablets for work, it is important that a company’s service desk product can support mobile devices. Before choosing a product, it is necessary to verify a service desk solution provides mobile support if needed, and if so, which devices are covered (e.g., some products only support Mac mobile OS, and others support Android). Buyers should work with their company’s IT team to decide which type of support, if any, that is required, and focus on the software that offers easy integration with these devices.
Service Desk Software Features
Ticket Management — Create tickets to track issues from beginning through resolution. These tickets can be viewed by the filing user, analysts, and any management auditing the ticket.
Ticket Tagging — Organize tickets by issue, SLA (service level agreement), or other priorities. This helps analysts keep better track of the tickets they’re working on.
Knowledge Management — Do not underestimate the power of a strong knowledge base, whether on internal- or external-facing service desks. With an integrated knowledge base, automatic recommendations can be made based on keyword recognition for new tickets. This aids new analysts in understanding typical troubleshooting methods, as well as helping experienced analysts keep watch over what knowledge needs to be updated or added.
Reporting — Want to know what kinds of issues are taking up most of an analysts’ time? Service desk software reporting features allow visibility into the kinds of incoming tickets, what tickets appear most, and where most analysts’ time is going on a day-to-day basis.
Asset Management — Track internal hardware as well as software issues. Keep track of who has what hardware assets, what issues have occurred with said assets, and what hardware is still available for allocation.
Potential Issues with Service Desk Software
Workload-Appropriate Features — Pay close attention to how many requests your team is handling each day. Some teams at technology-heavy companies can get swamped by technical issues at a near-constant rate, while more niche businesses will only see a few requests a day. Large teams handling a heavier load of tickets will need advanced tagging, collaboration, and workflow features, including the ability to customize the flow of incoming requests to their internal processes. Smaller teams can normally be just as effective with out-of-the-box software that is easy to learn and integrate.
Up-To-Date Knowledge — Within service desk solutions, knowledge bases are only effective if they’re maintained. This can take extra time in an analyst’s day if they find that a previous piece of knowledge is outdated and need to update it. While the task shouldn’t necessarily have to fall on one person to maintain a the effectiveness of a knowledge base, companies should consider having an analyst on the service desk who maintains the knowledge base, should their size necessitate this consideration.
