# Best Service Desk Software - Page 4

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

**Total Products under this Category:** 136

### Category Stats (Aug 2026)

- **Average Rating:** 4.35/5 The average rating of products in this category, based on all submitted ratings
- **Top Trending Product:** Alloy Navigator (+0.61%) - Among all products in this category, Alloy Navigator recorded the largest rating increase compared to last month

_Last updated: August 06, 2026_

## How Does G2 Rank Service Desk Software Products?

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

- 30 Analysts and Data Experts
- 14,400+ 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=5231&focus%5B%5D=16222&focus%5B%5D=2864&focus%5B%5D=1404685&focus%5B%5D=929&focus%5B%5D=2647&focus%5B%5D=2001)

Highlighted products: ServiceNow IT Service Management, Jira Service Management, Atera, Freshservice, monday service, Autotask, SysAid, and SolarWinds Service Desk.

Underlying data: [Grid® JSON](https://www.g2.com/categories/service-desk/grids.json?focus%5B%5D=servicenow-it-service-management&focus%5B%5D=jira-service-management&focus%5B%5D=atera&focus%5B%5D=freshservice&focus%5B%5D=monday-service&focus%5B%5D=autotask&focus%5B%5D=sysaid&focus%5B%5D=solarwinds-service-desk)

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### [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)

### [Infraon Desk](https://www.g2.com/products/infraon-desk/reviews)

AI-driven Service Management system to automate business processes and service delivery through an ITIL based service Desk system, available in SaaS and on-premise. Certified on 13 ITIL v3 processes by PINK Elephant / PINK Verify.

**Average Rating:** 4.6/5.0

**Total Reviews:** 27

#### How Do G2 Users Rate Infraon Desk?

- **Has the product been a good partner in doing business?:** 9.2/10 (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 Infraon Desk?

- **Seller:** [Infraon](https://www.g2.com/sellers/infraon)
- **Year Founded:** 2021
- **HQ Location:** San Francisco, CA
- **Twitter:** @infraoncorp  
93 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=58c6422c5e91b001c15870454c8fa5030f41a2382a89820b6b36219bb06a65a0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Finfraon%2F&secure%5Burl_type%5D=linkedin_company_website)  
18 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Computer & Network Security
- **Company Size:** 52% Medium, 30% Large

#### What Are Recent G2 Reviews of Infraon Desk?

**["The Infraon Desk is user friendly and easier to understand and access."](https://www.g2.com/survey_responses/infraon-desk-review-7431402)**

**Rating:** 5.0/5.0 stars

_— Chethan M._

[Read full review](https://www.g2.com/survey_responses/infraon-desk-review-7431402)

**["Everest Infraon Desk is the decent ITSM solution"](https://www.g2.com/survey_responses/infraon-desk-review-7401011)**

**Rating:** 4.5/5.0 stars

_— Chinmay C._

[Read full review](https://www.g2.com/survey_responses/infraon-desk-review-7401011)

#### What Are G2 Users Discussing About Infraon Desk?

- [What is Infraon Desk used for?](https://www.g2.com/discussions/what-is-infraon-desk-used-for)

### [Web+Center](https://www.g2.com/products/web-center/reviews)

What is Web+Center? Web+Center is a Business Service Management Platform capable of building your own SaaS business apps with data from any source. Web+Center incorporates a robust drag and drop process and application builder giving end users (including non technical) the power to develop the systems they need to run their business. Giving non-technical users the ability to build business workflows and apps on top of your current technology stack. All apps today are hard coded and expensive to configure. Web+Center is the other way around, you bend Web+Center for you. At the foundation is a robust IT Service and Asset Management backbone that flips traditional SaaS on its head.

**Average Rating:** 4.6/5.0

**Total Reviews:** 21

#### How Do G2 Users Rate Web+Center?

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 8.6/10)
- **Ticket Prioritization:** 6.7/10 (Category avg: 8.7/10)
- **Automate Ticket Routing:** 6.7/10 (Category avg: 8.8/10)
- **Knowledge Base/Ticket Integration:** 6.7/10 (Category avg: 8.3/10)

#### Who Is the Company Behind Web+Center?

- **Seller:** [Internet Software Sciences](https://www.g2.com/sellers/internet-software-sciences)
- **Year Founded:** 1995
- **HQ Location:** Los Altos, CA
- **Twitter:** @InetSciences  
18 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a74165fa14d7e60911a4b15174d3da40ff76830865c528b38249a6b1748ea5a4&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2436855%2F&secure%5Burl_type%5D=linkedin_company_website)  
2 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services
- **Company Size:** 48% Medium, 43% Small

#### What Are Recent G2 Reviews of Web+Center?

**["Web+Center"](https://www.g2.com/survey_responses/web-center-review-4314774)**

**Rating:** 5.0/5.0 stars

_— Rich D._

[Read full review](https://www.g2.com/survey_responses/web-center-review-4314774)

**["It works well!"](https://www.g2.com/survey_responses/web-center-review-443936)**

**Rating:** 4.5/5.0 stars

_— Dakota M._

[Read full review](https://www.g2.com/survey_responses/web-center-review-443936)

#### What Are G2 Users Discussing About Web+Center?

- [What is Web+Center used for?](https://www.g2.com/discussions/what-is-web-center-used-for)

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

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 needs in a single all-inclusive, unlimited IT service desk solution. Features include: incident, problem and change management, asset management, service catalogue, telephony integration, dashboard reporting and self-service portal.

**Average Rating:** 4.5/5.0

**Total Reviews:** 17

#### How Do G2 Users Rate Halo Service Desk?

- **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 8.6/10)
- **Ticket Prioritization:** 9.5/10 (Category avg: 8.7/10)
- **Automate Ticket Routing:** 8.3/10 (Category avg: 8.8/10)
- **Knowledge Base/Ticket Integration:** 8.1/10 (Category avg: 8.3/10)

#### Who Is the Company Behind Halo Service Desk?

- **Seller:** [Halo Service Solutions](https://www.g2.com/sellers/halo-service-solutions)
- **Year Founded:** 1994
- **HQ Location:** Stowmarket, England
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d87348f63fe6a103b77d75b3a24e600ce1d8345b771b5db9fd6add5d120e6cd4&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2083634%2F&secure%5Burl_type%5D=linkedin_company_website)  
307 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 47% Small, 41% Medium

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

**["Excellent Service Desk Software"](https://www.g2.com/survey_responses/halo-service-desk-review-7842489)**

**Rating:** 5.0/5.0 stars

_— Iain L._

[Read full review](https://www.g2.com/survey_responses/halo-service-desk-review-7842489)

**["Easy Ticket Management and SLA Tracking Made Simple"](https://www.g2.com/survey_responses/halo-service-desk-review-12626876)**

**Rating:** 4.0/5.0 stars

_— James W._

[Read full review](https://www.g2.com/survey_responses/halo-service-desk-review-12626876)

### [SolarWinds Web Help Desk](https://www.g2.com/products/solarwinds-web-help-desk/reviews)

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](https://www.g2.com/sellers/solarwinds-worldwide-llc)
- **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®
- **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 find the **ease of use** of SolarWinds Web Help Desk to be straightforward and intuitive.

##### Cons

- Users report **outdated features** in SolarWinds Web Help Desk that often fail to function as intended.
- Users find the **missing features** in SolarWinds Web Help Desk detrimental to their overall experience and efficiency.
- Users experience **outdated interface** issues that lead to problems with functionality and user satisfaction.

#### What Are Recent G2 Reviews of SolarWinds Web Help Desk?

**["Efficient Ticket Management and Workflow Automation for IT Support Operations"](https://www.g2.com/survey_responses/solarwinds-web-help-desk-review-12851149)**

**Rating:** 4.0/5.0 stars

_— Thisal R._

[Read full review](https://www.g2.com/survey_responses/solarwinds-web-help-desk-review-12851149)

**["Decent ticketing solution for low Budget"](https://www.g2.com/survey_responses/solarwinds-web-help-desk-review-11326908)**

**Rating:** 4.0/5.0 stars

_— Harshvardhan K._

[Read full review](https://www.g2.com/survey_responses/solarwinds-web-help-desk-review-11326908)

#### What Are G2 Users Discussing About SolarWinds Web Help Desk?

- [What is SolarWinds Web Help Desk used for?](https://www.g2.com/discussions/what-is-solarwinds-web-help-desk-used-for)
- [What is SolarWinds software?](https://www.g2.com/discussions/solarwinds-web-help-desk-what-is-solarwinds-software)
- [How does help desk software work?](https://www.g2.com/discussions/how-does-help-desk-software-work)
- [How do I install SolarWinds Web Help Desk?](https://www.g2.com/discussions/how-do-i-install-solarwinds-web-help-desk)
- [What is SolarWinds Web Help Desk?](https://www.g2.com/discussions/what-is-solarwinds-web-help-desk)

### [iSupport Software](https://www.g2.com/products/isupport-software/reviews)

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.

**Average Rating:** 4.2/5.0

**Total Reviews:** 22

#### How Do G2 Users Rate iSupport Software?

- **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 8.6/10)
- **Ticket Prioritization:** 8.3/10 (Category avg: 8.7/10)
- **Automate Ticket Routing:** 10.0/10 (Category avg: 8.8/10)
- **Knowledge Base/Ticket Integration:** 7.5/10 (Category avg: 8.3/10)

#### Who Is the Company Behind iSupport Software?

- **Seller:** [iSupport Software](https://www.g2.com/sellers/isupport-software)
- **Year Founded:** 1992
- **HQ Location:** Vancouver, WA
- **Twitter:** @iSupportTech  
1,483 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5e094a442c84ae8cd8a21147c4c46fc471f24aace6dd8356b6124298171eaf5d&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1191688%2F&secure%5Burl_type%5D=linkedin_company_website)  
14 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services
- **Company Size:** 50% Medium, 32% Large

#### What Are Recent G2 Reviews of iSupport Software?

**["Easy to use and best features"](https://www.g2.com/survey_responses/isupport-software-review-6706290)**

**Rating:** 4.5/5.0 stars

_— Akshay I._

[Read full review](https://www.g2.com/survey_responses/isupport-software-review-6706290)

**["It’s user friendly"](https://www.g2.com/survey_responses/isupport-software-review-9718416)**

**Rating:** 5.0/5.0 stars

_— Jigna P._

[Read full review](https://www.g2.com/survey_responses/isupport-software-review-9718416)

#### What Are G2 Users Discussing About iSupport Software?

- [What is iSupport Software used for?](https://www.g2.com/discussions/what-is-isupport-software-used-for)

### [Xurrent ITSM](https://www.g2.com/products/xurrent-itsm/reviews)

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](https://www.g2.com/sellers/xurrent)
- **Company Website:** www.xurrent.com
- **Year Founded:** 2010
- **HQ Location:** Santa Barbara, US
- **Twitter:** @4me  
250 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b32f9214e90dab74973cbde38ad788cfccabe9b8d5f3a6fb5bbeade42b9a5a3b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fxurrent%2F&secure%5Burl_type%5D=linkedin_company_website)  
174 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 appreciate the **ease of use** of Xurrent ITSM, benefiting from a seamless and intuitive interface.
- Users commend Xurrent ITSM for its **effective service delivery and scalability** , driving efficiencies across various departments.
- Users value the **collaborative features** of Xurrent, enhancing service delivery and support through seamless integration and communication.
- Users value the **intuitive user interface and seamless integration** of Xurrent ITSM, enhancing their overall experience and efficiency.
- Users commend the **intuitive user interface** of Xurrent ITSM, enhancing incident management and service requests effortlessly.

##### Cons

- Users express frustration over **limited features** in Xurrent ITSM, wishing for more advanced capabilities and improved documentation.
- Users find Xurrent ITSM lacks **dynamic API lookups** and advanced features, making data management and reporting cumbersome.
- Users find the **outdated interface** of Xurrent adds a dated feel, but improvements are on the way.
- Users find the **steep learning curve** with Xurrent ITSM challenging, requiring time to adapt to its updates and features.
- Users are frustrated by the **frequent bugs** in Xurrent ITSM, making it difficult to keep up with updates.

#### What Are Recent G2 Reviews of Xurrent ITSM?

**["Diamond in a rough"](https://www.g2.com/survey_responses/xurrent-itsm-review-11661901)**

**Rating:** 5.0/5.0 stars

_— George E._

[Read full review](https://www.g2.com/survey_responses/xurrent-itsm-review-11661901)

**["Practical intuitive ITSM with continuous improvements"](https://www.g2.com/survey_responses/xurrent-itsm-review-11662894)**

**Rating:** 5.0/5.0 stars

_— Nils L._

[Read full review](https://www.g2.com/survey_responses/xurrent-itsm-review-11662894)

#### What Are G2 Users Discussing About Xurrent ITSM?

- [What is 4me used for?](https://www.g2.com/discussions/what-is-4me-used-for)

### [Eden](https://www.g2.com/products/eden-eden/reviews)

Eden is a comprehensive SaaS platform built to help Workplace, People Operations, and IT teams work wonders. Eden offers user-friendly workplace experience tools designed with the employee experience and new world of work in mind. The product suite includes Desk Booking, Visitor Management, Internal Ticketing, Room Scheduling, and Deliveries. Eden’s tools allow teams to consolidate all workplace experiences needs into one integrated platform, creating a delightful, simplified employee experience. Eden 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 everyone.

**Average Rating:** 4.7/5.0

**Total Reviews:** 91

#### How Do G2 Users Rate Eden?

- **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 8.6/10)
- **Ticket Prioritization:** 9.0/10 (Category avg: 8.7/10)
- **Automate Ticket Routing:** 9.4/10 (Category avg: 8.8/10)
- **Knowledge Base/Ticket Integration:** 7.7/10 (Category avg: 8.3/10)

#### Who Is the Company Behind Eden?

- **Seller:** [Eden](https://www.g2.com/sellers/eden)
- **Year Founded:** 2020
- **HQ Location:** San Francisco, CA
- **Twitter:** @edenworkplace  
653 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2e26537e637ae3412353773adb4acaba247be72f16f8b984488df67dbc06839b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F4861383%2F&secure%5Burl_type%5D=linkedin_company_website)  
91 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 65% Medium, 20% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **centralized management** of Eden, which streamlines HR processes and enhances information accuracy.
- Users appreciate the **customization** options in Eden, enhancing their ability to tailor HR processes to specific needs.
- Users value the **ease of use** of Eden, which simplifies HR processes and enhances information accessibility.
- Users value the **visual maps for seating** , making it easier to remember and book preferred desks by location.
- Users appreciate the **efficiency** of Eden, as it centralizes HR processes and minimizes manual work.

##### Cons

- Users report **buggy Slack integration** , often experiencing multiple, frustrating prompts while attempting to send messages.
- Users find the **complexity of workflows** can hinder efficiency, requiring extra steps for straightforward tasks.
- Users find the **confusing interface** of Eden hinders their workflow, making simple actions unnecessarily complicated.
- Users find **difficult navigation** hampers efficiency, requiring extra steps for completing simple tasks and workflows.
- Users report issues with **Slack integration** , experiencing multiple prompts that disrupt their workflow.

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

**["Easiest way to manage in-office days!"](https://www.g2.com/survey_responses/eden-review-10609587)**

**Rating:** 5.0/5.0 stars

_— Verified User in Financial Services_

[Read full review](https://www.g2.com/survey_responses/eden-review-10609587)

**["Eden Streamlines HR in One Place and Cuts Manual Work"](https://www.g2.com/survey_responses/eden-review-11531662)**

**Rating:** 4.5/5.0 stars

_— Tiffany M._

[Read full review](https://www.g2.com/survey_responses/eden-review-11531662)

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

- [What is Eden Workplace used for?](https://www.g2.com/discussions/what-is-eden-workplace-used-for)

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

Vision Helpdesk is 14 years young and serves 20000+ customers, It offers the best customer service tools - solutions 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 4) Live Chat Software Vision Helpdesk offers SaaS and Download versions of above all products. It starts as low as $8 per mo per staff agent.

**Average Rating:** 4.6/5.0

**Total Reviews:** 93

#### How Do G2 Users Rate Vision Helpdesk?

- **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 8.6/10)
- **Ticket Prioritization:** 8.4/10 (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 Vision Helpdesk?

- **Seller:** [Vision Helpdesk](https://www.g2.com/sellers/vision-helpdesk)
- **Year Founded:** 2005
- **HQ Location:** Nasik
- **Twitter:** @visionhelpdesk  
1,346 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=02ed301dfb6f91c033e8560cbc8b15ffdbbfc614045fa7bedba32ad419241ba7&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2276513%2F&secure%5Burl_type%5D=linkedin_company_website)  
10 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Non-Profit Organization Management, Information Technology and Services
- **Company Size:** 61% Small, 34% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **user-friendly interface** and **multi-channel support** features of Vision Helpdesk for efficient ticket management.
- Users appreciate the **automation features** of Vision Helpdesk, enhancing productivity and streamlining ticket management effectively.
- Users appreciate the **ease of use** of Vision Helpdesk, which simplifies ticket management and enhances overall productivity.
- Users benefit from the **efficient ticketing system** of Vision Helpdesk, streamlining workflows and enhancing productivity.
- Users appreciate the **automation features** of Vision Helpdesk, significantly boosting productivity and streamlining ticket management.

##### Cons

- Users find the **steep learning curve** of Vision Helpdesk challenging, requiring significant time and training to master.
- Users often find **limited customization** options in Vision Helpdesk, restricting the ability to meet specific business needs effectively.
- Users find the **complex user interface** of Vision Helpdesk overwhelming, posing a steep learning curve for new users.
- Users find the **outdated and complex user interface** of Vision Helpdesk overwhelming, particularly for newcomers.
- Users struggle with **lack of resources** for automation and documentation, making it hard to access important data.

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

**["Excellent experience using Vision helpdesk software"](https://www.g2.com/survey_responses/vision-helpdesk-review-6990362)**

**Rating:** 5.0/5.0 stars

_— Abhishek B._

[Read full review](https://www.g2.com/survey_responses/vision-helpdesk-review-6990362)

**["Advantages"](https://www.g2.com/survey_responses/vision-helpdesk-review-11644001)**

**Rating:** 5.0/5.0 stars

_— Himanshu P._

[Read full review](https://www.g2.com/survey_responses/vision-helpdesk-review-11644001)

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

- [What improvements would you recommend for Vision Helpdesk to better meet your customer support needs?](https://www.g2.com/discussions/what-improvements-would-you-recommend-for-vision-helpdesk-to-better-meet-your-customer-support-needs)

### [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)  
113 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)

### [InvGate Service Management](https://www.g2.com/products/invgate-service-management/reviews)

InvGate Service Management is an IT and enterprise service management solutions that enables organizations to manage incidents, service requests, problems, and changes through a unified interface. Certified in 15 ITIL practices, it provides a no-code workflow engine with drag-and-drop configuration, integrations, and pre-built templates, allowing teams to design and modify service processes without scripting. InvGate Service Management includes AI capabilities such as a Virtual (AI) Service Agent for automated request handling, and 18 native capabilities which are included in the licensing. The platform supports multi-department service delivery and can be configured without dedicated development resources.

**Average Rating:** 4.6/5.0

**Total Reviews:** 18

#### How Do G2 Users Rate InvGate Service Management?

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 8.6/10)
- **Ticket Prioritization:** 9.4/10 (Category avg: 8.7/10)
- **Automate Ticket Routing:** 8.9/10 (Category avg: 8.8/10)
- **Knowledge Base/Ticket Integration:** 9.1/10 (Category avg: 8.3/10)

#### Who Is the Company Behind InvGate Service Management?

- **Seller:** [InvGate](https://www.g2.com/sellers/invgate-de02a2f9-af6c-4e8a-ac11-55751d51b37c)
- **Year Founded:** 2008
- **HQ Location:** Buenos Aires, Argentina, AR
- **Twitter:** @InvGate  
1,121 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4ac4842cd4add0fc6f44e0c92583b429137a787b6ced23e994d1e5894142a343&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F679915%2F&secure%5Burl_type%5D=linkedin_company_website)  
266 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services
- **Company Size:** 60% Small, 25% Medium

#### What Do G2 Reviewers Say About InvGate Service Management?

_AI-generated summary from verified user reviews_

##### Pros

- Users love the **intuitive interface** of InvGate Service Management, making ticket management and request handling effortless.
- Users appreciate the **intuitive and user-friendly interface** of InvGate Service Management for efficient ticket management across departments.
- Users value the **simple and user-friendly interface** of InvGate Service Management for efficient ticket management and support.
- Users appreciate the **intuitive ticket management system** of InvGate Service Management, enhancing efficiency across various departments.
- Users value the **automation features** of InvGate Service Management, significantly enhancing efficiency in service management processes.

##### Cons

- Users find the **setup complex** , making training employees challenging and hindering optimal use of InvGate Service Management.
- Users find the **complex setup** of InvGate Service Management challenging, hindering effective employee training and usage.
- Users find **import limitations** in InvGate Service Management, hindering seamless integration and data handling efficiency.
- Users note **integration issues** with third-party apps, requiring additional setup for optimal functionality in InvGate Service Management.
- Users find the **learning curve challenging** , making it tough to train employees effectively on InvGate Service Management.

#### What Are Recent G2 Reviews of InvGate Service Management?

**["Streamlined IT Support with Invgate Service Desk"](https://www.g2.com/survey_responses/invgate-service-management-review-10315022)**

**Rating:** 4.0/5.0 stars

_— Verified User in Information Technology and Services_

[Read full review](https://www.g2.com/survey_responses/invgate-service-management-review-10315022)

**["Excellent ServiceDesk Solution that everyone likes!"](https://www.g2.com/survey_responses/invgate-service-management-review-9087567)**

**Rating:** 4.5/5.0 stars

_— Patricio I._

[Read full review](https://www.g2.com/survey_responses/invgate-service-management-review-9087567)

### [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)

### [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)

### [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)

### [C2 ITSM](https://www.g2.com/products/c2-itsm/reviews)

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](https://www.g2.com/sellers/sherweb)
- **Year Founded:** 1998
- **HQ Location:** Sherbrooke, Quebec, Canada
- **Twitter:** @SherWeb  
2,384 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=0853f9a8b7a50923b3a20227d0e517b3bef72fdf6eb1ced7d46be8ed4b40b353&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsherweb%2F&secure%5Burl_type%5D=linkedin_company_website)  
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?

**["Very versatile application"](https://www.g2.com/survey_responses/c2-itsm-review-7129749)**

**Rating:** 4.5/5.0 stars

_— Stéphane c._

[Read full review](https://www.g2.com/survey_responses/c2-itsm-review-7129749)

**["the software is efficient and easy to use"](https://www.g2.com/survey_responses/c2-itsm-review-7129860)**

**Rating:** 4.0/5.0 stars

_— Marc-Andre D._

[Read full review](https://www.g2.com/survey_responses/c2-itsm-review-7129860)

#### What Are G2 Users Discussing About C2 ITSM?

- [What is C2 ITSM used for?](https://www.g2.com/discussions/what-is-c2-itsm-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 April 10, 2026

Service desk software provides a ticketing platform for internal IT service management, serving as the single point of contact (SPOC) for employees to submit IT inquiries and receive support from the IT department, while offering tools for asset management, knowledge management, and change management.

### Core Capabilities of Service Desk Software

To qualify for inclusion in the Service Desk category, a product must:

- Provide an internal ticketing system for IT department inquiries
- Utilize a portal for employees to submit questions, issues, or requests
- Offer a knowledge base for employee self-service
- Record the IT assets in use by a company and any changes in asset status that occur

### Common Use Cases for Service Desk Software

IT departments use [service desk software](https://learn.g2.com/best-service-desk-software) to stay organized and efficiently respond to employee technology needs. Common use cases include:

- Managing incident and service request workflows from submission through resolution
- Providing employees with self-service access to a knowledge base to resolve common IT issues independently
- Tracking hardware and software assets and logging changes throughout the IT asset lifecycle

### How Service Desk Software Differs from Other Tools

Service desk software is purpose-built for internal IT service management, distinguishing it from [help desk software](https://www.g2.com/categories/help-desk), which organizes ticket requests from external customers seeking product or service support. While both use ticketing systems, service desk tools are employee-facing and focused on IT operations, whereas help desk platforms are customer-facing and support-oriented.

### Insights from G2 on Service Desk Software

Based on category trends on G2, the internal ticketing system and self-service knowledge base stand out as the most valued features. These platforms deliver improvements in response time and employee satisfaction with IT support as primary outcomes of adoption.

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