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Service Desk reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.

Best Service Desk Software for Medium-Sized Businesses

    Products classified in the overall Service Desk category are similar in many regards and help companies of all sizes solve their business problems. However, medium-sized business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Medium-Sized 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 Medium-Sized Business Service Desk category.

    In addition to qualifying for inclusion in the Service Desk Software category, to qualify for inclusion in the Medium-Sized Business Service Desk Software category, a product must have at least 10 reviews left by a reviewer from a medium-sized business.

    Top 10 Service Desk Software for Medium-Sized Businesses

    • SolarWinds Service Desk
    • Freshservice
    • SysAid
    • Jira Service Management
    • Spiceworks
    • atSpoke
    • Splashtop SOS
    • Hornbill Service Manager
    • GoToAssist
    • ManageEngine

    Compare Medium-Sized Business Service Desk Software

    G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.
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    (635)4.4 out of 5
    Optimized for quick response
    Entry Level Price:$19 per month

    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

    (838)4.6 out of 5
    Optimized for quick response

    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,

    (411)4.5 out of 5
    Optimized for quick response

    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.

    (640)4.2 out of 5
    Entry Level Price:0 /agent/month

    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

    (290)4.3 out of 5
    Entry Level Price:Free

    Ready to ditch the sticky notes and hop into your first help desk? Current solution just not cutting it? Spiceworks Help Desk is here! Purpose-built for IT pros, we have just what you need to run a better internal IT help desk and a better business. Start tackling tickets in minutes with free help desk software (on your server or in the cloud). Plus, it’s more than just ticket tracking: understand (and change!) team behavior and articulate your value to the business. Whether you’ve got a crack

    (79)4.4 out of 5
    Entry Level Price:$5 per employee/month

    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

    (61)4.6 out of 5

    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

    (91)4.6 out of 5
    Optimized for quick response

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

    (248)4.3 out of 5
    Entry Level Price:$55/month (billed annually)

    GoToAssist Remote Support helps service and support professionals resolve technical issues to customers, remote employees, unattended computers and servers. It offers a desktop application and web-based application letting agents choose the application interface that best suits their needs and individual preference. Finally, agents have access to a fast and easy-to-use support tool for a lighter, faster remote support experience.

    (162)4.2 out of 5
    Optimized for quick response

    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

    (110)4.6 out of 5

    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.

    (46)3.8 out of 5

    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

    (23)4.4 out of 5

    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

    (95)4.1 out of 5
    Entry Level Price:48 per user, per month

    Vivantio is a leading enterprise service management platform that combines service-focused CRM capabilities, ESM principles and measurable outcomes that empower organizations to improve service while reducing costs, achieving business goals and serving happier customers. Our story began in 2003, inspired by the desire to build a multi-tenant platform that’s reliable, configurable and secure. Today, Vivantio is one of the most trusted service management SaaS providers for service teams who deman

    (255)3.6 out of 5

    Remedy 9 is a powerful service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes everybody more productive.

    (85)4.5 out of 5

    From help desk ticketing and IT asset management to maintenance work orders and beyond, the Incident IQ platform is transforming the way school districts provide and manage services. Incident IQ is built from the ground up for today’s K-12 with simple ticket submission for teachers and students, efficient workflows for support teams, and powerful analytics for leaders.

    (150)4.1 out of 5

    Who We Are The founders of Cherwell Software envisioned building a company that listened carefully to customers and empowered them with technology to achieve their goals faster and more effectively. This vision led to an intuitive, flexible software platform that helps automate service experiences across the enterprise.   Our leading ITSM solution, Cherwell® Service Management, empowers IT departments of all sizes to easily automate routine tasks, enhance response times, and save valuable time.

    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

    (172)3.9 out of 5

    Ivanti Service Manager helps enterprises meet today’s regulatory and technology demands for automated workflows for service delivery, engaging stakeholders inside and outside of IT. The solution, with drag and drop workflow automation and Cloud-based or on premise deployment, enables IT organizations to quickly deploy and configure effective, world-class service delivery, and increase customer satisfaction. Ivanti Cloud Service Manager fully supports Incident, Problem, Change and Release Manage

    (84)3.6 out of 5

    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.

    (123)4.0 out of 5
    Optimized for quick response

    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

    (26)4.5 out of 5
    Entry Level Price:$19 /technician/month

    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,

    (54)3.6 out of 5

    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

    (13)4.3 out of 5

    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

    (68)3.8 out of 5
    Optimized for quick response

    SunView Software is a leading provider of IT Service Management software that helps companies to better deliver, manage, and monitor IT services across the enterprise. ChangeGear's award-winning Service Smart Technology solution integrates Big Data and Machine Learning for a more positive experience. SunView is using innovations in artificial intelligence to drive smarter automation, predictive insights, and customer satisfaction. By combining cutting-edge technologies and a best-in-class softwa

    (84)3.9 out of 5
    Optimized for quick response

    EasyVista Service Manager is a proven ITSM solution with the sophistication to support the most complex ITIL requirements but with the simplicity, agility, and mobility required to make ITSM easy to use and easy to deliver. Reduce ITSM costs by up to 50% with codeless configuration, smart automation, and out-of-the-box ITIL processes. Get the enterprise features you need to run IT like a business, including multilingual support, IT Asset and Financial Management, and advanced reporting analyti

    (63)4.0 out of 5

    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.

    (20)4.2 out of 5
    Entry Level Price:65$ concurrent user / month

    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

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    Check out the G2 Grid® for the top Service Desk Software products. G2 scores products and sellers based on reviews gathered from our user community, as well as data aggregated from online sources and social networks. Together, these scores are mapped on our proprietary G2 Grid®, which you can use to compare products, streamline the buying process, and quickly identify the best products based on the experiences of your peers.
    Leaders
    High Performers
    Contenders
    Niche
    Micro Focus Service Management Automation X (SMAX)
    Ivanti Service Manager
    Footprints Service Desk
    Hornbill Service Manager
    BMC Helix ITSM
    Spiceworks
    SolarWinds Service Desk
    SysAid
    Kaseya VSA
    Cherwell ITSM
    SolarWinds Web Help Desk
    Freshservice
    ManageEngine
    Track-It!
    EasyVista Service Manager
    Jira Service Management
    SunView ChangeGear
    Vivantio
    C2 ATOM
    GoToAssist
    LogMeIn Rescue
    TOPdesk
    Alloy Navigator
    Alemba Service Manager
    Splashtop SOS
    atSpoke
    Incident IQ
    Halp
    Market Presence
    Satisfaction

    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.