# Best Service Desk Software - Page 3 *By [Tian Lin](https://research.g2.com/insights/author/tian-lin)* 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. ## Top Service Desk Software at a Glance | # | Product | Rating | Best For | What Users Say | |---|---------|--------|----------|----------------| | 1 | [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) | 4.5/5.0 (1,793 reviews) | ITIL-aligned incident and change workflows | "[ITSM - Go to solution to deal with all IT related services](https://www.g2.com/survey_responses/servicenow-it-service-management-review-6611007)" | | 2 | [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5.0 (963 reviews) | IT service desk bridging dev and support | "[Jira Service Management for Efficient Ticket Tracking and Support Workflow](https://www.g2.com/survey_responses/jira-service-management-review-12817846)" | | 3 | [Atera](https://www.g2.com/products/atera/reviews) | 4.6/5.0 (1,205 reviews) | RMM-integrated ticketing with per-technician pricing | "[A practical way to coordinate technicians, users, and infrastructure work](https://www.g2.com/survey_responses/atera-review-13121276)" | | 4 | [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5.0 (1,293 reviews) | ITSM automation with workflow-driven self-service | "[Clean, Fast ITSM with Seamless Integrations and Big ROI from Freddy AI](https://www.g2.com/survey_responses/freshservice-review-13115147)" | | 5 | [Autotask](https://www.g2.com/products/autotask/reviews) | 4.3/5.0 (606 reviews) | MSP ticketing with Kaseya ecosystem integration | "[Autotask: A Reliable, Centralized Hub with Strong Ticket Workflow Customization](https://www.g2.com/survey_responses/autotask-review-12875667)" | | 6 | [monday service](https://www.g2.com/products/monday-service/reviews) | 4.5/5.0 (137 reviews) | Service desk workflows inside Monday.com ecosystem | "[User-Friendly with Some Recipe Limitations](https://www.g2.com/survey_responses/monday-service-review-12000805)" | | 7 | [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) | 4.3/5.0 (776 reviews) | Integrated asset tracking with ITIL ticketing | "[Ticketing and Asset Management in One Clean, Reliable Platform](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12714845)" | | 8 | [SysAid](https://www.g2.com/products/sysaid/reviews) | 4.5/5.0 (717 reviews) | ITIL-aligned service desk with asset discovery | "[SysAid meets you HelpDesk needs](https://www.g2.com/survey_responses/sysaid-review-8279742)" | | 9 | [Splashtop Remote Support](https://www.g2.com/products/splashtop-inc-splashtop-remote-support/reviews) | 4.7/5.0 (259 reviews) | Unattended remote support across distributed endpoints | "[Affordable, Feature-Rich Splashtop with Support That Listens](https://www.g2.com/survey_responses/splashtop-remote-support-review-13000758)" | | 10 | [Harmony](https://www.g2.com/products/harmony-2026-03-02/reviews) | 4.8/5.0 (67 reviews) | — | "[Harmony Frees Us from Manual Tasks and Improves the IT User Experience](https://www.g2.com/survey_responses/harmony-review-12525449)" | --- ## What Are the Most Common Questions About Service Desk Software? *AI-generated · Last updated: May 26, 2026* ### What is the top-rated service desk software for large enterprises? Based on G2 reviews, [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) stands out most often for large enterprise service desk needs. According to verified users, it centralizes incident, request, change, and problem management in one platform while giving teams strong workflow automation, visibility across departments, and broad integration support. G2 reviewers mention that it performs well at scale, supports structured processes, and helps standardize service delivery across complex environments. Reviewers also note tradeoffs, including heavier administration, a steeper learning curve, and setup complexity, especially when workflows and CMDB requirements become more advanced. **Here are some of the top-rated products on G2:** - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) – suited for large enterprise teams that need centralized ITSM, workflow automation, and broad operational visibility - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) – often used by IT and development teams that need structured ticketing with strong collaboration and integration workflows - [Freshservice](https://www.g2.com/products/freshservice/reviews) – frequently praised for easier configuration and a cleaner agent experience while still supporting IT operations and asset workflows ### Which solution supports multi-channel service desk requests? Based on G2 reviews, several products support requests coming in from multiple channels, but reviewers most clearly describe this capability in Jira Service Management, where users mention help centers, email, embeddable widgets, and customer portals for intake. According to verified users, this kind of setup helps centralize requests, improve visibility, and reduce scattered communication across teams. G2 reviewers also describe similar multi-channel support patterns in tools like Zendesk for Employee Service and monday service, where teams unify email, forms, and internal collaboration into one workflow. Across reviews, the main value is having one place to organize requests, assign ownership, and keep status tracking consistent. ### Which tool supports service desk operations in hybrid environments? Based on G2 reviews, service desk tools that support hybrid environments are usually the ones reviewers say help remote and on-site teams work from one system. According to verified users, Atera is often described as useful for hybrid support because it combines ticketing, remote monitoring, remote access, and patching in one platform. G2 reviewers mention that this makes it easier to troubleshoot devices without site visits, manage distributed endpoints, and keep support organized across locations. Other reviews in the category also point to products with remote support or cross-team workflows, but Atera reviewers are especially explicit about supporting distributed work, reducing tool switching, and helping small teams manage a broad device footprint efficiently. ### What platform provides analytics on service desk performance? Based on G2 reviews, several service desk platforms provide analytics and reporting on service desk performance, with ServiceNow IT Service Management frequently highlighted for dashboards, reporting, SLA visibility, and operational metrics. According to verified users, teams use it to monitor ticket activity, track patterns across incidents, and improve visibility for leadership. G2 reviewers mention that its dashboards help standardize support operations and provide clearer insight into workloads and service delivery. At the same time, some reviewers note that reporting can become slower or more complex depending on customization. Across the category, buyers looking for analytics tend to value easy visibility into tickets, SLAs, team performance, and recurring service issues. ### Which vendor provides AI-powered ticket routing? Based on G2 reviews, multiple vendors provide AI-powered or automation-assisted ticket routing, but Harmony reviewers describe this especially clearly. According to verified users, Harmony uses AI agents to handle repetitive requests, route issues correctly from the start, and reduce manual triage for internal IT teams. G2 reviewers mention that this improves response consistency, lowers repetitive workload, and helps teams scale support without adding more staff. Other products in the category also reference AI-assisted routing or automation, including ServiceNow IT Service Management, SysAid, and monday service, but Harmony reviews most directly focus on AI taking over early-stage ticket handling, routing, and repetitive support tasks. ### What is the best service desk platform for enterprise IT teams? Based on G2 reviews, [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) is the product most consistently described as a strong fit for enterprise IT teams. According to verified users, it supports centralized incident, request, change, and problem management while improving visibility, accountability, and process standardization across large organizations. G2 reviewers mention strong workflow automation, audit trails, integrations with other enterprise systems, and scalability for complex environments. Reviewers also note that it works best when teams have the resources to manage configuration and governance, since setup, customization, and administration can become demanding over time. For enterprise IT buyers, its value is most often tied to structure, scale, and operational control. **Here are some of the top-rated products on G2:** - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) – built for enterprise IT teams that need scale, process standardization, and centralized service operations - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) – strong for teams that need service management tied closely to development and collaboration workflows - [Freshservice](https://www.g2.com/products/freshservice/reviews) – often chosen by teams wanting a more approachable interface with automation, ticketing, and asset visibility ### Which vendor offers advanced SLA management features? Based on G2 reviews, advanced SLA management is most frequently associated with ServiceNow IT Service Management and Jira Service Management. According to verified users, both products help teams track service commitments, automate routing and prioritization, and improve accountability around ticket ownership and response workflows. G2 reviewers mention SLA-driven processes, alerts, dashboards, and structured workflows that help support teams manage high ticket volumes more consistently. In ServiceNow reviews, SLA visibility is often connected to enterprise-scale operations and leadership reporting, while Jira Service Management reviewers describe SLA tracking as part of structured ticketing and automation. Buyers prioritizing SLA management typically want clearer oversight into deadlines, escalation, and service performance trends. ### What platform integrates service desk tools with asset management? Based on G2 reviews, asset management is often a deciding factor in service desk buying, and several products are repeatedly described as combining ticketing with asset visibility. According to verified users, Freshservice connects ticketing, asset management, and service catalog workflows in one platform, while SolarWinds Service Desk and Alloy Navigator are also noted for tying incidents, requests, and assets together. G2 reviewers mention that this integration helps teams troubleshoot faster, maintain clearer device histories, and reduce context switching between tools. In reviews, the main buyer value comes from being able to connect a ticket to hardware, software, or ownership details quickly, which supports better tracking, planning, and day-to-day service resolution. ### Which service desk software offers the best ticket management features? Based on G2 reviews, [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) appears most often when reviewers describe strong ticket management for service desk teams. According to verified users, it helps organize incidents, requests, changes, and escalations in one system while improving ownership, visibility, and process consistency. G2 reviewers mention automated routing, audit trails, dashboards, and easier tracking of historical tickets and current queues. Reviews also point out that it can feel complex for new users and may require significant setup or governance to get the most value. Still, for buyers focused on structured ticket handling at scale, it is one of the most consistently referenced platforms in the category data. **Here are some of the top-rated products on G2:** - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) – strong for organizations that need centralized ticketing, routing, escalation tracking, and process control - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) – useful for teams that want structured ticket queues, automation, and close collaboration with technical teams - [Freshservice](https://www.g2.com/products/freshservice/reviews) – praised for user-friendly ticketing, automation, and cleaner request handling across support teams ### What is the most affordable service desk software for SMBs? Based on G2 reviews, affordability for SMBs is usually discussed alongside ease of setup and how much functionality a smaller team can manage without extra overhead. According to verified users, Freshservice is often described as easier to configure than more complex enterprise tools, and some reviewers specifically frame it as a relatively low-cost option for ticketing, inventory, and change control. G2 reviewers also mention Atera’s per-technician pricing and all-in-one approach as appealing for smaller IT teams that want predictable scaling. Across the reviews, SMB buyers tend to value straightforward setup, centralized ticketing, and enough automation to reduce manual work without taking on a heavy administrative burden. **Here are some of the top-rated products on G2:** - [Freshservice](https://www.g2.com/products/freshservice/reviews) – often described as easier to configure for smaller teams that want ticketing, automation, and asset visibility in one system - [Atera](https://www.g2.com/products/atera/reviews) – frequently praised for its per-technician pricing and all-in-one remote support, monitoring, and ticketing workflows - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) – chosen by some smaller teams for centralized ticketing, portals, and workflow flexibility despite setup tradeoffs ## 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=929&focus%5B%5D=1404685&focus%5B%5D=2001&focus%5B%5D=2647) Highlighted products: ServiceNow IT Service Management, Jira Service Management, Atera, Freshservice, Autotask, monday service, SolarWinds Service Desk, and SysAid. 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=autotask&focus%5B%5D=monday-service&focus%5B%5D=solarwinds-service-desk&focus%5B%5D=sysaid) ## How Many Service Desk Software Products Does G2 Track? **Total Products under this Category:** 134 ### Category Stats (Jul 2026) - **Average Rating**: 4.34/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product**: N-able MSP Manager (+1.13%) - Among all products in this category, N-able MSP Manager recorded the largest rating increase compared to last month *Last updated: July 19, 2026* ## How Does G2 Rank Service Desk Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 14,200+ Authentic Reviews - 134+ 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. ## Which Service Desk Software Is Best for Your Use Case? - **Leader:** [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - **Highest Performer:** [Helpdesk 365](https://www.g2.com/products/helpdesk-365/reviews) - **Easiest to Use:** [Milvus TI](https://www.g2.com/products/milvus-ti/reviews) - **Top Trending:** [Atera](https://www.g2.com/products/atera/reviews) - **Best Free Software:** [Freshservice](https://www.g2.com/products/freshservice/reviews) --- **Sponsored** ### Freshservice Freshservice by Freshworks is an AI-powered ServiceOps platform built for modern enterprises that need to move fast without sacrificing control. By unifying ITSM, ITOM, IT asset management, and enterprise service management on a single platform with a shared data layer, Freshservice eliminates the tool sprawl and visibility gaps that slow teams down - creating one source of truth across services, assets, and infrastructure. IT teams get full visibility into their environment: automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends seamlessly to HR, finance, and facilities - giving every business team the same consistent, efficient service experience without the complexity of separate tools. Freshservice comes with a natively embedded AI layer called Freddy AI, that helps agents resolve issues faster, automates employee service requests, and gives leaders the insights they need to make better decisions. The result isn't just faster service; it's a fundamentally more proactive operation that surfaces and resolves issues before they impact employees. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=82&secure%5Bchosen_at%5D=2026-07-19T22%3A36%3A30Z&secure%5Bdisplayable_resource_id%5D=82&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=82&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=2864&secure%5Bresource_id%5D=82&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fservice-desk%3Fpage%3D7&secure%5Btoken%5D=ea3a74680b1ddfd86e7fee979955dd91d981922bbea22cafc5b1947d6408f197&secure%5Burl%5D=https%3A%2F%2Fwww.freshworks.com%2Ffreshservice%2Flp%2Fmarketplace%2Fit-helpdesk%2F%3Futm_source%3Dg2%26utm_medium%3Dg2&secure%5Burl_type%5D=custom_url) --- ## What Are the Top-Rated Service Desk Software Products in 2026? ### 1. [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:** https://www.linkedin.com/company/166039/ (2,824 employees on LinkedIn®) - **Ownership:** NYSE: SWI **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Education Management - **Company Size:** 62% Mid-Market, 22% Enterprise #### What Are SolarWinds Web Help Desk's Pros and Cons? **Pros:** - Ease of Use (1 reviews) **Cons:** - Feature Issues (1 reviews) - Missing Features (1 reviews) - Outdated Interface (1 reviews) ### 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) ### 2. [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:** https://www.linkedin.com/company/1191688/ (14 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services - **Company Size:** 50% Mid-Market, 32% Enterprise #### 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) ### 3. [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:** https://www.linkedin.com/company/4861383/ (91 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 65% Mid-Market, 20% Enterprise #### What Are Eden's Pros and Cons? **Pros:** - Centralized Management (1 reviews) - Customization (1 reviews) - Ease of Use (1 reviews) - Easy Booking (1 reviews) - Efficiency (1 reviews) **Cons:** - Chat Functionality (1 reviews) - Complexity (1 reviews) - Confusing Interface (1 reviews) - Difficult Navigation (1 reviews) - Integration Issues (1 reviews) ### 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) ### 4. [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:** https://www.linkedin.com/company/2276513/ (11 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Non-Profit Organization Management, Information Technology and Services - **Company Size:** 61% Small-Business, 34% Mid-Market #### What Are Vision Helpdesk's Pros and Cons? **Pros:** - Features (6 reviews) - Automation (4 reviews) - Ease of Use (4 reviews) - Efficiency (4 reviews) - Automation Features (3 reviews) **Cons:** - Learning Curve (3 reviews) - Limited Customization (3 reviews) - Complexity (2 reviews) - Interface Issues (2 reviews) - Lack of Resources (2 reviews) ### 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) ### 5. [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:** https://www.otrs.com/ - **Year Founded:** 2003 - **HQ Location:** Oberursel, Germany - **Twitter:** @OTRSGroup (2,639 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/154779/ (115 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Pharmaceuticals - **Company Size:** 61% Enterprise, 32% Mid-Market #### What Are OTRS's Pros and Cons? **Pros:** - Customizability (1 reviews) - Customization (1 reviews) - Ease of Use (1 reviews) - Management Centralization (1 reviews) - Organization (1 reviews) **Cons:** - Ticketing Issues (2 reviews) - Access Control (1 reviews) - Slow Loading (1 reviews) - Slow Performance (1 reviews) ### 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) ### 6. [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:** https://www.linkedin.com/company/679915/ (264 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services - **Company Size:** 60% Small-Business, 25% Mid-Market #### What Are InvGate Service Management's Pros and Cons? **Pros:** - Ease of Use (2 reviews) - Features (2 reviews) - Simple (2 reviews) - Ticket Management (2 reviews) - Automation (1 reviews) **Cons:** - Complexity (1 reviews) - Complex Setup (1 reviews) - Import Limitations (1 reviews) - Integration Issues (1 reviews) - Learning Curve (1 reviews) ### 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) --- ### 7. [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:** 45 **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:** 9.0/10 (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:** https://www.linkedin.com/company/bmchelix/ (1,266 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 54% Enterprise, 46% Mid-Market #### 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) ### 8. [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:** https://www.linkedin.com/company/27206372/ (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% Mid-Market, 39% Enterprise #### 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) ### 9. [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:** https://www.linkedin.com/company/alemba/ (38 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Civil Engineering - **Company Size:** 61% Enterprise, 28% Mid-Market #### What Are Recent G2 Reviews of Alemba Service Manager? **"[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) --- **"[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) --- #### 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) ### 10. [Track-It!](https://www.g2.com/products/track-it/reviews) Newly redesigned, fully web based integrated Help Desk and IT Asset Management system designed for small to medium sized companies to be affordable to own, easy to install and configure and easy to use. Track-It! includes modules for Help Desk, Asset Management, Endpoint Management, Software Deployment, Patch Management, Change Management, Purchasing, Self Service, Dashboards, Reporting, SLAs, Business Rules and more. **Average Rating:** 3.7/5.0 **Total Reviews:** 98 **How Do G2 Users Rate Track-It!?** - **Has the product been a good partner in doing business?:** 8.1/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 7.5/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 7.4/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 6.8/10 (Category avg: 8.3/10) **Who Is the Company Behind Track-It!?** - **Seller:** [BMC Helix](https://www.g2.com/sellers/bmc-helix) - **Year Founded:** 2025 - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/bmchelix/ (1,266 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Higher Education - **Company Size:** 56% Mid-Market, 29% Enterprise #### What Are Recent G2 Reviews of Track-It!? **"[Nice tool with a great Name](https://www.g2.com/survey_responses/track-it-review-10177651)"** **Rating:** 4.0/5.0 stars *— Hector D.* [Read full review](https://www.g2.com/survey_responses/track-it-review-10177651) --- **"[A Solid Business help desk Tool](https://www.g2.com/survey_responses/track-it-review-9021286)"** **Rating:** 4.0/5.0 stars *— Aryan K.* [Read full review](https://www.g2.com/survey_responses/track-it-review-9021286) --- #### What Are G2 Users Discussing About Track-It!? - [What needs improvement with Track-It! to better support your IT help desk operations?](https://www.g2.com/discussions/what-needs-improvement-with-track-it-to-better-support-your-it-help-desk-operations) - [What is Track-It! used for?](https://www.g2.com/discussions/what-is-track-it-used-for) ### 11. [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:** https://www.linkedin.com/company/sherweb/ (935 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Government Administration - **Company Size:** 57% Mid-Market, 40% Enterprise #### What Are Recent G2 Reviews of C2 ITSM? **"[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) --- **"[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) --- #### 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) ### 12. [IFS assyst](https://www.g2.com/products/ifs-assyst/reviews) IFS assyst is an Enterprise Service Management (ESM) and IT Service Management (ITSM) solution provided by IFS. It’s designed to help organizations automate workflows, enhance service and support quality, and boost customer satisfaction across various industries. We deliver frictionless customer and employee experiences, one intelligent workflow at a time. Our modern service management technology lets you automate service delivery and support so your customers get what they need fast, and you can focus on building the future of your organization. IFS assyst is uniquely easy to buy, set up, use, and upgrade. Whether you’re in IT, HR, Facilities, Finance, or any other team that provides services to customers and employees, IFS assyst puts service management technology within your reach. Our process automation takes the boring out of everyday tasks, allowing you to focus on work that matters. Global brands trust IFS assyst to automate complex business processes easily without fuss. Everyday we assyst! **Average Rating:** 3.5/5.0 **Total Reviews:** 14 **How Do G2 Users Rate IFS assyst?** - **Has the product been a good partner in doing business?:** 7.9/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 7.5/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.1/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 5.0/10 (Category avg: 8.3/10) **Who Is the Company Behind IFS assyst?** - **Seller:** [IFS](https://www.g2.com/sellers/ifs) - **Year Founded:** 1983 - **HQ Location:** Linkoping , Sweden - **Twitter:** @ifs (18,002 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/164301/ (9,232 employees on LinkedIn®) - **Ownership:** STO: IFS **Who Uses This Product?** - **Top Industries:** Information Technology and Services - **Company Size:** 79% Enterprise, 29% Mid-Market #### What Are Recent G2 Reviews of IFS assyst? **"[Robust and customizable software to meet your needs](https://www.g2.com/survey_responses/ifs-assyst-review-817420)"** **Rating:** 4.0/5.0 stars *— Jamie Lynn P.* [Read full review](https://www.g2.com/survey_responses/ifs-assyst-review-817420) --- **"[Axios in retail](https://www.g2.com/survey_responses/ifs-assyst-review-479881)"** **Rating:** 4.5/5.0 stars *— Игорь .* [Read full review](https://www.g2.com/survey_responses/ifs-assyst-review-479881) --- #### What Are G2 Users Discussing About IFS assyst? - [What is IFS assyst used for?](https://www.g2.com/discussions/what-is-ifs-assyst-used-for) ### 13. [BMC FootPrints](https://www.g2.com/products/bmc-footprints/reviews) Easy to own, use & extend IT service management for mid-size organizations. Create personalized experiences for your employees to increase their productivity. Admins can quickly configure end-to-end business services for IT and beyond. FootPrints integrates with other systems such as BMC Client Management, Active Directory, SQL Databases & more. Configurable capabilities streamline the automation of service delivery, improving employee satisfaction and IT's reputation with your business users. **Average Rating:** 3.5/5.0 **Total Reviews:** 57 **How Do G2 Users Rate BMC FootPrints?** - **Has the product been a good partner in doing business?:** 8.1/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.3/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.2/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 7.9/10 (Category avg: 8.3/10) **Who Is the Company Behind BMC FootPrints?** - **Seller:** [BMC Helix](https://www.g2.com/sellers/bmc-helix) - **Year Founded:** 2025 - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/bmchelix/ (1,266 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Higher Education, Law Practice - **Company Size:** 60% Enterprise, 39% Mid-Market #### What Are Recent G2 Reviews of BMC FootPrints? **"[Footprints is a pretty good service desk](https://www.g2.com/survey_responses/bmc-footprints-review-4295067)"** **Rating:** 4.0/5.0 stars *— Verified User in Higher Education* [Read full review](https://www.g2.com/survey_responses/bmc-footprints-review-4295067) --- **"[Easy](https://www.g2.com/survey_responses/bmc-footprints-review-3525866)"** **Rating:** 5.0/5.0 stars *— Kyra D.* [Read full review](https://www.g2.com/survey_responses/bmc-footprints-review-3525866) --- #### What Are G2 Users Discussing About BMC FootPrints? - [What is BMC FootPrints used for?](https://www.g2.com/discussions/what-is-bmc-footprints-used-for) ### 14. [Aegis Service Desk](https://www.g2.com/products/abacus-systems-aegis-service-desk/reviews) Effective Service Desk requires excellence in providing a timely and accurate response to all sorts or requests. Customer satisfaction rides on their perceived experience in communicating their problem to the service desk, and the quality of response that they provide. **Average Rating:** 4.3/5.0 **Total Reviews:** 12 **How Do G2 Users Rate Aegis Service Desk?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.7/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.6/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 8.3/10 (Category avg: 8.3/10) **Who Is the Company Behind Aegis Service Desk?** - **Seller:** [Abacus Systems](https://www.g2.com/sellers/abacus-systems) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 50% Enterprise, 42% Mid-Market #### What Are Recent G2 Reviews of Aegis Service Desk? **"[Aegis service desk](https://www.g2.com/survey_responses/aegis-service-desk-review-10001983)"** **Rating:** 4.5/5.0 stars *— Ayush J.* [Read full review](https://www.g2.com/survey_responses/aegis-service-desk-review-10001983) --- **"[Best integrated Help Desk, Asset & Client Management system](https://www.g2.com/survey_responses/aegis-service-desk-review-9997724)"** **Rating:** 5.0/5.0 stars *— Chakrala G.* [Read full review](https://www.g2.com/survey_responses/aegis-service-desk-review-9997724) --- ### 15. [ServiceTeam ITSM](https://www.g2.com/products/serviceteam-itsm/reviews) The ServiceTeam ITSM Power App delivers modern and cost-effective ITSM for Microsoft Customers. Native to the Microsoft ecosystem, ServiceTeam ITSM provides ITIL-aligned ITSM capabilities, directly taking advantage of the Power Platform, Dynamics 365, Microsoft 365, Azure, Power BI and Teams to maximize investments in Microsoft technologies and deliver a highly secure, scalable, and flexible ITSM solution. ServiceTeam ITSM is comprised of two editions, Professional and Enterprise, plus a ServiceTeam ITAM add on. “ServiceTeam ITSM offers a robust set of ITSM capabilities for the cost, which is enhanced further with the optional ITAM capabilities. The use of the Microsoft Power Platform and it’s capabilities fits well with the growing industry trend for low code and AI and exploiting enterprise service management opportunities through wider ITSM tool use and bespoke applications.” – Stephen Mann, Principal Analyst & Content Director at ITSM.tools ServiceTeam ITSM lets you leverage Power BI for management reporting, configure automated workflows with Power Automate, deploy Power Virtual Agent chatbots, capitalize on existing Microsoft technology skillsets, and so much more. Check out Provance.com for detailed description of the ServiceTeam ITSM capabilities. With ServiceTeam ITSM, you can achieve excellent customer service—supporting business growth with a ‘best-of-platform’ solution. “ServiceTeam ITSM is a capability-rich ITSM solution aimed at organizations of all sizes across all verticals. An existing or new investment in the Microsoft ecosystem is required, but this also offers access to a wealth of Microsoft technologies—such as business intelligence and machine learning—that can be applied to ITSM operations.” – Stephen Mann, Principal Analyst & Content Director at ITSM.tools Get a copy of the independent review of ServiceTeam ITSM conducted by Stephen Mann of ITSM.tools by visiting the Official Downloads section of this profile. **Average Rating:** 3.9/5.0 **Total Reviews:** 18 **How Do G2 Users Rate ServiceTeam ITSM?** - **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.0/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.0/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 6.7/10 (Category avg: 8.3/10) **Who Is the Company Behind ServiceTeam ITSM?** - **Seller:** [Provance Technologies](https://www.g2.com/sellers/provance-technologies) - **Company Website:** https://www.provance.com/ - **Year Founded:** 1997 - **HQ Location:** Ottawa, Ontario Canada - **LinkedIn® Page:** http://www.linkedin.com/company/provance-technologies (82 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 44% Mid-Market, 28% Small-Business #### What Are ServiceTeam ITSM's Pros and Cons? **Pros:** - Features (5 reviews) - Automation (2 reviews) - Case Management (2 reviews) - Customer Support (2 reviews) - Customizability (2 reviews) **Cons:** - Learning Curve (2 reviews) - Clunky Interface (1 reviews) - Complex Administration (1 reviews) - Complex Configuration (1 reviews) - Complexity (1 reviews) ### What Do G2 Reviewers Say About ServiceTeam ITSM? *AI-generated summary from verified user reviews* **Pros:** - Users highlight the **intuitive self-service portal** of ServiceTeam ITSM, enhancing ticket management and communication efficiency. - Users appreciate the **ease of automation** in ServiceTeam ITSM, simplifying workflow management and reporting through great integrations. - Users praise the **easy-to-use incident management** feature that simplifies problem handling and enhances reliability. - Users praise the **excellent customer support** of ServiceTeam ITSM, enhancing their overall experience and satisfaction. - Users value the **customizability** of ServiceTeam ITSM, enhancing their experience with smooth workflows and detailed reporting. **Cons:** - Users find the **learning curve steep** , making implementation and customization challenging without adequate training and support. - Users find the **clunky interface** of ServiceTeam ITSM to be less than satisfactory, impacting their overall experience. - Users find the **complex administration** challenging, with difficult configurations and unresponsive technical support. - Users find **complex configuration** challenging, often struggling with implementation and inadequate technical support knowledge. - Users find the **steep learning curve** of ServiceTeam ITSM overwhelming, particularly for those unfamiliar with Microsoft tools. #### What Are Recent G2 Reviews of ServiceTeam ITSM? **"[Intuitive ITSM with a Strong Self-Service Portal](https://www.g2.com/survey_responses/serviceteam-itsm-review-11910874)"** **Rating:** 4.0/5.0 stars *— Trevor B.* [Read full review](https://www.g2.com/survey_responses/serviceteam-itsm-review-11910874) --- **"[User-Friendly Platform with Helpful Support, But Implementation Can Be Tricky](https://www.g2.com/survey_responses/serviceteam-itsm-review-11857368)"** **Rating:** 4.5/5.0 stars *— Verified User in Manufacturing* [Read full review](https://www.g2.com/survey_responses/serviceteam-itsm-review-11857368) --- #### What Are G2 Users Discussing About ServiceTeam ITSM? - [What is ServiceTeam ITSM used for?](https://www.g2.com/discussions/what-is-serviceteam-itsm-used-for) ### 16. [ITSM 365](https://www.g2.com/products/itsm-365/reviews) 100% customizable Service Desk for any business small or large **Average Rating:** 4.2/5.0 **Total Reviews:** 12 **How Do G2 Users Rate ITSM 365?** - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 9.4/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.3/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 7.8/10 (Category avg: 8.3/10) **Who Is the Company Behind ITSM 365?** - **Seller:** [Naumen](https://www.g2.com/sellers/naumen) - **Year Founded:** 2001 - **HQ Location:** Moscow, Russia - **Twitter:** @itsm365 (22 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/36337 (392 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services - **Company Size:** 50% Mid-Market, 33% Enterprise #### What Are Recent G2 Reviews of ITSM 365? **"[ITSM 365 tool is awesome](https://www.g2.com/survey_responses/itsm-365-review-8986179)"** **Rating:** 4.0/5.0 stars *— sourav c.* [Read full review](https://www.g2.com/survey_responses/itsm-365-review-8986179) --- **"[Best for managing the Projects](https://www.g2.com/survey_responses/itsm-365-review-9056101)"** **Rating:** 5.0/5.0 stars *— Nidhi G.* [Read full review](https://www.g2.com/survey_responses/itsm-365-review-9056101) --- #### What Are G2 Users Discussing About ITSM 365? - [What is ITSM Cost?](https://www.g2.com/discussions/what-is-itsm-cost) - [What is ITSM Saas?](https://www.g2.com/discussions/what-is-itsm-saas) - [Does Microsoft have an ITSM tool?](https://www.g2.com/discussions/does-microsoft-have-an-itsm-tool) ### 17. [VI Service Desk](https://www.g2.com/products/vi-service-desk-vi-service-desk/reviews) With Whatdesk users can view current bulletins and search the knowledge base for a solution or answer to their question before submitting a ticket. **Average Rating:** 4.6/5.0 **Total Reviews:** 9 **How Do G2 Users Rate VI Service Desk?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 9.2/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 9.7/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 9.2/10 (Category avg: 8.3/10) **Who Is the Company Behind VI Service Desk?** - **Seller:** [Velocity Integrations Software](https://www.g2.com/sellers/velocity-integrations-software-13e4f514-a315-4d36-ac60-240182208d6a) - **Year Founded:** 2003 - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 56% Mid-Market, 22% Enterprise #### What Are Recent G2 Reviews of VI Service Desk? **"[Local Platform](https://www.g2.com/survey_responses/vi-service-desk-review-9881710)"** **Rating:** 5.0/5.0 stars *— Prachi S.* [Read full review](https://www.g2.com/survey_responses/vi-service-desk-review-9881710) --- **"[Vi service desk review](https://www.g2.com/survey_responses/vi-service-desk-review-9552749)"** **Rating:** 5.0/5.0 stars *— Nitheesh K.* [Read full review](https://www.g2.com/survey_responses/vi-service-desk-review-9552749) --- ### 18. [One to One Plus](https://www.g2.com/products/one-to-one-plus/reviews) One to One Plus is an all-in-one asset management and help desk platform built to meet the specific needs of schools. Designed with technology teams in mind, the software simplifies the way schools track devices, manage repairs, monitor inventory, and support students and staff. By combining asset management, help desk, and powerful integrations with SIS, MDM, SSO, and other systems, One to One Plus gives districts everything they need in one place. One to One Plus streamlines processes, reduces costs, and saves valuable time for schools districts of all sizes. **Average Rating:** 4.8/5.0 **Total Reviews:** 30 **How Do G2 Users Rate One to One Plus?** - **Has the product been a good partner in doing business?:** 9.9/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.7/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 9.7/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 9.3/10 (Category avg: 8.3/10) **Who Is the Company Behind One to One Plus?** - **Seller:** [One to One Plus](https://www.g2.com/sellers/one-to-one-plus) - **Company Website:** https://onetooneplus.com/ - **Year Founded:** 2015 - **HQ Location:** Spartanburg, US - **LinkedIn® Page:** https://www.linkedin.com/company/64506302 (18 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Primary/Secondary Education, Education Management - **Company Size:** 47% Mid-Market, 33% Enterprise #### What Are One to One Plus's Pros and Cons? **Pros:** - Ease of Use (19 reviews) - Customer Support (18 reviews) - Asset Management (11 reviews) - Features (11 reviews) - Helpful (10 reviews) **Cons:** - Missing Features (8 reviews) - Limited Features (6 reviews) - Software Bugs (4 reviews) - Update Issues (4 reviews) - Asset Management (3 reviews) ### What Do G2 Reviewers Say About One to One Plus? *AI-generated summary from verified user reviews* **Pros:** - Users find One to One Plus extremely **user-friendly** , simplifying tasks and enhancing efficiency in inventory management. - Users praise the **responsive and helpful customer support** , which significantly enhances the overall experience with One to One Plus. - Users value the **efficient asset management** of One to One Plus, enhancing organization and streamlining tech inventory tasks. - Users value the **wide variety of features** in One to One Plus that enhance efficiency and usability. - Users highlight the **exceptional customer service** and responsive support, enhancing their experience with One to One Plus. **Cons:** - Users express a desire for **missing features** such as asset deletion and individualized role access in One to One Plus. - Users find the **limited features** of One to One Plus restrictive, lacking customization and advanced functionality. - Users report encountering **software bugs** that hinder functionality, particularly with dashboard graphs and email correspondence. - Users often experience **update issues** that disrupt the dashboard layout and introduce bugs, impacting usability and reporting. - Users face issues with **duplicate asset tags** in One to One Plus, complicating inventory management and usability. #### What Are Recent G2 Reviews of One to One Plus? **"[Efficient and User-Friendly, always willing to grow with their customer needs](https://www.g2.com/survey_responses/one-to-one-plus-review-11873935)"** **Rating:** 5.0/5.0 stars *— KAREN A.* [Read full review](https://www.g2.com/survey_responses/one-to-one-plus-review-11873935) --- **"[One to One Plus: Seamless Control, Every Day](https://www.g2.com/survey_responses/one-to-one-plus-review-11939309)"** **Rating:** 4.5/5.0 stars *— Randy R.* [Read full review](https://www.g2.com/survey_responses/one-to-one-plus-review-11939309) --- #### What Are G2 Users Discussing About One to One Plus? - [What is One to One Plus used for?](https://www.g2.com/discussions/what-is-one-to-one-plus-used-for) ### 19. [Rev.io](https://www.g2.com/products/rev-io/reviews) Rev.io is the only provider to seamlessly integrate native communications billing, PSA, RMM, EDR and secure payment processing, delivered through a single AI-native platform. Purpose-built for IT MSPs, Telecom and Cloud Communications Service Providers, Security Integrators and other field service businesses, Rev.io empowers organizations to streamline operations, accelerate revenue growth, and deliver standout customer experiences across the entire service lifecycle. Rev.io’s next-generation platform was built with AI at it's core. From intelligent ticket routing, predictive scheduling, and automated dispatching to dynamic billing, anomaly detection, and real-time analytics, AI in Rev.io drives smarter decisions, reduces manual work, and improves operational efficiency. With Rev.io, providers manage the full customer journey - from quote to cash - within a single, unified, cloud-based solution. The platform automates onboarding, ticketing, inventory tracking, usage-based and recurring billing, tax compliance, secure payments, and performance reporting. Built for flexibility and scalability, Rev.io helps businesses launch new services faster, adapt to market shifts, and grow with confidence. Trusted by thousands of service providers nationwide, Rev.io combines deep industry expertise with a future-focused roadmap and a commitment to client success. With AI embedded throughout, Rev.io is redefining what modern service providers can achieve. Rev.io provides service providers a single platform for: • Customer management • Quoting • Ticketing • Time tracking • Scheduling • Dispatch • Inventory management • Project management • Billing (recurring and usage-based) • Payments Processing • Customer Portal • RMM • EDR • Cloud Backup • Intelligent Reporting & Analytics • AI Assistant • Mobile Application Learn more about the Rev.io platform and schedule your personalized demo at www.rev.io **Average Rating:** 3.9/5.0 **Total Reviews:** 14 **How Do G2 Users Rate Rev.io?** - **Has the product been a good partner in doing business?:** 7.8/10 (Category avg: 8.6/10) **Who Is the Company Behind Rev.io?** - **Seller:** [Rev.io PSA formerly Tigerpaw One](https://www.g2.com/sellers/rev-io-psa-formerly-tigerpaw-one) - **Year Founded:** 2002 - **HQ Location:** Atlanta, GA - **Twitter:** @rev_io_hq (453 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/rev.io/ (191 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Telecommunications - **Company Size:** 50% Mid-Market, 43% Small-Business #### What Are Rev.io's Pros and Cons? **Pros:** - Customer Support (1 reviews) - Ease of Use (1 reviews) - User Interface (1 reviews) **Cons:** - Billing Issues (2 reviews) - Access Limitations (1 reviews) - Accuracy Issues (1 reviews) - Complexity (1 reviews) - Complex Processes (1 reviews) ### What Do G2 Reviewers Say About Rev.io? *AI-generated summary from verified user reviews* **Pros:** - Users praise Rev.io for their **fast and helpful customer support** that effectively resolves issues quickly. - Users love the **ease of use** of Rev.io, finding the interface intuitive and user-friendly for all tasks. - Users find Rev.io's **user interface easy to navigate** , enhancing their overall experience with the product. **Cons:** - Users face **billing issues** with Rev.io, including inaccurate cost displays and unethical practices post-contract termination. - Users experience **access limitations** with Rev.io, particularly in decimal support, complicating proposals and customer transparency. - Users face significant **accuracy issues** with Rev.io, especially regarding cost calculations that impact proposals and customer perceptions. - Users find Rev.io's **complexity in handling decimal points** complicates proposal creation and customer billing clarity. - Users find **complex processes** in Rev.io make proposal creation and billing setup difficult and potentially misleading. #### What Are Recent G2 Reviews of Rev.io? **"[REVIO’s Easy, Scalable Portal That Unifies Billing and Operational Updates](https://www.g2.com/survey_responses/rev-io-review-12568459)"** **Rating:** 4.5/5.0 stars *— Verified User in Telecommunications* [Read full review](https://www.g2.com/survey_responses/rev-io-review-12568459) --- **"[Efficient Billing and Support with Minor Precision Issues](https://www.g2.com/survey_responses/rev-io-review-12316145)"** **Rating:** 5.0/5.0 stars *— Bob Z.* [Read full review](https://www.g2.com/survey_responses/rev-io-review-12316145) --- #### What Are G2 Users Discussing About Rev.io? - [What is Rev.io used for?](https://www.g2.com/discussions/what-is-rev-io-used-for) ### 20. [ITarian Helpdesk](https://www.g2.com/products/itarian-helpdesk/reviews) ITarian provides an app store where you have the option to buy a range of additional network security and endpoint management applications. The app store is open for any vendor to sell their products, but we hope that the trust and confidence we build by giving you the ITarian Platform for free will result in you purchasing your applications for all your additional needs. **Average Rating:** 4.0/5.0 **Total Reviews:** 10 **How Do G2 Users Rate ITarian Helpdesk?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 10.0/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 10.0/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 10.0/10 (Category avg: 8.3/10) **Who Is the Company Behind ITarian Helpdesk?** - **Seller:** [ITarian](https://www.g2.com/sellers/itarian) - **Year Founded:** 2018 - **HQ Location:** Clifton, New Jersey - **LinkedIn® Page:** https://www.linkedin.com/company/33287520/ (13 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 80% Small-Business, 20% Mid-Market #### What Are Recent G2 Reviews of ITarian Helpdesk? **"[ITarian Helpdesk can work for any size business](https://www.g2.com/survey_responses/itarian-helpdesk-review-7602799)"** **Rating:** 4.5/5.0 stars *— Terrence C.* [Read full review](https://www.g2.com/survey_responses/itarian-helpdesk-review-7602799) --- **"[Itarian](https://www.g2.com/survey_responses/itarian-helpdesk-review-6853451)"** **Rating:** 5.0/5.0 stars *— Volkan Y.* [Read full review](https://www.g2.com/survey_responses/itarian-helpdesk-review-6853451) --- ### 21. [ServicePRO](https://www.g2.com/products/servicepro/reviews) ServicePRO® is an enterprise service desk software that improves customer service by automating the entire service request cycle. ServicePRO® is available as a cloud-hosted solution as well as an on-premise installation. ServicePRO® is a cohesive, unified service desk platform providing full visibility into an organization’s operations while maintaining the security requirements of individual departments. From support requests to departmental workflows to company-wide processes, ServicePRO® makes it easy to automate workflows. ServicePRO® streamlines business processes to improve efficiency and results, and empowers end-users with self-service capabilities, and optimizes service delivery. **Average Rating:** 3.4/5.0 **Total Reviews:** 12 **How Do G2 Users Rate ServicePRO?** - **Has the product been a good partner in doing business?:** 7.8/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 7.5/10 (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 ServicePRO?** - **Seller:** [Help Desk Technology Corporation](https://www.g2.com/sellers/help-desk-technology-corporation) - **Year Founded:** 1993 - **HQ Location:** Oakville, Canada - **Twitter:** @servicePROnews (19 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/help-desk-technology-corporation/ (12 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 58% Mid-Market, 42% Enterprise #### What Are Recent G2 Reviews of ServicePRO? **"[Easy Setup, Strong Reporting, and Helpful Customer Support](https://www.g2.com/survey_responses/servicepro-review-12838845)"** **Rating:** 5.0/5.0 stars *— Verified User in Retail* [Read full review](https://www.g2.com/survey_responses/servicepro-review-12838845) --- **"[ServicePRO](https://www.g2.com/survey_responses/servicepro-review-8955968)"** **Rating:** 4.0/5.0 stars *— Sam M.* [Read full review](https://www.g2.com/survey_responses/servicepro-review-8955968) --- ### 22. [Tikit](https://www.g2.com/products/cireson-tikit/reviews) Tikit by Cireson is our next-generation AI-powered Microsoft Service Desk, purpose-built for the evolving needs of our cloud-focused customers. Designed from the ground up for the Microsoft ecosystem, Tikit delivers a modern, seamless support experience aligned with the future of IT service management. Tikit transforms Microsoft 365: - Resolve Issues Faster with Ticketing in Microsoft Teams. - Multi-department support that brings your organization together. - AI-Powered virtual agent provides streamlined and immediate support. - Effortless ITSM with Native Entra and Intune Integrations. - AI-Powered Service Catalog with Tikit AI & OpenAI on Azure. - Automated Workflows with Power Automate and Logic Apps. - Unlock Actionable Data with Power BI & Excel Reporting. About Cireson Since 2011, Cireson has been the pioneer in developing world-class IT Service Management solutions for Microsoft-first organizations. As a global Microsoft Premier Partner, we build modern service desk tools that integrate natively with technologies like Entra, Azure OpenAI, Intune, Power Automate, Power BI, System Center, and Microsoft Teams—so IT teams can streamline support, reduce costs, and get more from their Microsoft investment. **Average Rating:** 4.7/5.0 **Total Reviews:** 7 **How Do G2 Users Rate Tikit?** - **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 9.2/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 9.4/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 9.2/10 (Category avg: 8.3/10) **Who Is the Company Behind Tikit?** - **Seller:** [Cireson](https://www.g2.com/sellers/cireson-bb7d4714-d766-4139-ae21-581770b75666) - **Year Founded:** 2011 - **HQ Location:** SAN DIEGO, US - **Twitter:** @teamcireson (1,891 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2775681/ (29 employees on LinkedIn®) - **Phone:** (855) 871-1232 **Who Uses This Product?** - **Company Size:** 57% Enterprise, 43% Mid-Market #### What Are Tikit's Pros and Cons? **Pros:** - Customer Support (3 reviews) - Ease of Use (3 reviews) - Automation (2 reviews) - Communication Efficiency (2 reviews) - Customization (2 reviews) **Cons:** - Missing Features (1 reviews) ### What Do G2 Reviewers Say About Tikit? *AI-generated summary from verified user reviews* **Pros:** - Users enjoy the **fun and responsive customer support** from Tikit, making the integration process smooth and enjoyable. - Users appreciate the **ease of use** of Tikit, facilitating quick setup and seamless integration with Microsoft 365. - Users value the **automation capabilities** of TiKit, enhancing efficiency and streamlining IT processes seamlessly. - Users value the **seamless communication efficiency** of Tikit, enhancing collaboration and support within Microsoft Teams. - Users highlight the **easy customization** of Tikit, effectively adapting to unique workflows and multi-department needs. **Cons:** - Users note the **missing features** in Tikit but appreciate the potential from future updates and superior Microsoft integrations. #### What Are Recent G2 Reviews of Tikit? **"[A really good Service Desk product](https://www.g2.com/survey_responses/tikit-review-9958238)"** **Rating:** 5.0/5.0 stars *— Matt S.* [Read full review](https://www.g2.com/survey_responses/tikit-review-9958238) --- **"[AN stgiaht forward tickign sytem that makes an huge impact](https://www.g2.com/survey_responses/tikit-review-10057390)"** **Rating:** 5.0/5.0 stars *— Karim E.* [Read full review](https://www.g2.com/survey_responses/tikit-review-10057390) --- ### 23. [C-Desk](https://www.g2.com/products/c-desk/reviews) This is a comprehensive tool for the organization to manage all service requests, not only to the IT department but to any department of any location in the organization. **Average Rating:** 4.2/5.0 **Total Reviews:** 13 **How Do G2 Users Rate C-Desk?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.9/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 9.4/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 10.0/10 (Category avg: 8.3/10) **Who Is the Company Behind C-Desk?** - **Seller:** [Chamunda Tech Net Services Pvt Ltd](https://www.g2.com/sellers/chamunda-tech-net-services-pvt-ltd) - **Year Founded:** 2005 - **HQ Location:** Mumbai, - **LinkedIn® Page:** https://www.linkedin.com/company/1773697 (34 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 54% Small-Business, 31% Enterprise #### What Are Recent G2 Reviews of C-Desk? **"[C-Desk :- Streamlined Efficiency and Coding Excellence for Business Devlopment](https://www.g2.com/survey_responses/c-desk-review-8929303)"** **Rating:** 4.0/5.0 stars *— Verified User in Real Estate* [Read full review](https://www.g2.com/survey_responses/c-desk-review-8929303) --- **"[One of the best ticketing software](https://www.g2.com/survey_responses/c-desk-review-8773761)"** **Rating:** 5.0/5.0 stars *— Pavan G.* [Read full review](https://www.g2.com/survey_responses/c-desk-review-8773761) --- ### 24. [Electric](https://www.g2.com/products/electric-ai-electric/reviews) The Electric IT Hub simplifies IT and security for small and medium sized businesses (SMBs). Electric’s all-in-one platform empowers SMBs to remotely manage employees’ devices, implement robust security measures, and automate workflows such as application access, employee onboarding and offboarding, device procurement and warehousing, and more. Electric’s IT platform helps you drive productivity, secure your business, and reduce costs while enhancing the employee experience. Let's discuss your IT and security needs! **Average Rating:** 4.8/5.0 **Total Reviews:** 7 **How Do G2 Users Rate Electric?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 8.6/10) **Who Is the Company Behind Electric?** - **Seller:** [Electric AI](https://www.g2.com/sellers/electric-ai) - **Company Website:** https://www.electric.ai - **Year Founded:** 2016 - **HQ Location:** New York, NY - **Twitter:** @Electric_AI (1,557 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/15212511/ (432 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 86% Small-Business, 14% Mid-Market #### What Are Electric's Pros and Cons? **Pros:** - Ease of Use (4 reviews) - Customer Support (3 reviews) - Easy Setup (3 reviews) - Intuitive (3 reviews) - Reliability (3 reviews) **Cons:** - Difficulty (1 reviews) - Limited Customization (1 reviews) - Software Bugs (1 reviews) - Technical Issues (1 reviews) - Update Issues (1 reviews) ### What Do G2 Reviewers Say About Electric? *AI-generated summary from verified user reviews* **Pros:** - Users value the **intuitive and user-friendly interface** of Electric, making IT management effortless and efficient. - Users value the **exceptional customer support** from Electric, highlighting their quick response and proactive problem-solving approach. - Users find the **easy setup** of Electric IT Hub enables a smooth onboarding experience with minimal effort. - Users praise the **intuitive interface** of Electric IT Hub, making IT management seamless and user-friendly. - Users appreciate the **reliability** of Electric IT Hub, confidently trusting it to support their evolving business needs. **Cons:** - Users find the **terminology confusing** , which complicates their understanding and usage of the Electric product. - Users note the **limited customization** options in Electric, which can restrict personalization for different needs. - Users report experiencing some **software bugs** initially, but the issues are being promptly addressed by Electric. - Users experienced some **technical issues** initially, but the company promptly resolved them with updates and improvements. - Users have faced **update issues** initially, but Electric has resolved them and continues to improve the platform. #### What Are Recent G2 Reviews of Electric? **"[Smooth, Hassle-Free IT Support from Onboarding to Offboarding](https://www.g2.com/survey_responses/electric-review-11510291)"** **Rating:** 5.0/5.0 stars *— Kevin M.* [Read full review](https://www.g2.com/survey_responses/electric-review-11510291) --- **"[Streamlined Device Management with Electric](https://www.g2.com/survey_responses/electric-review-12628333)"** **Rating:** 5.0/5.0 stars *— Sonja Z.* [Read full review](https://www.g2.com/survey_responses/electric-review-12628333) --- ### 25. [Hipporello](https://www.g2.com/products/hipporello/reviews) Hipporello connects your customers and employees to your support, IT & business teams by creating Trello cards via online forms and emails. It turns your Trello board into an easy to use service desk. Turn your Trello board into an easy to use service desk. What Hipporello can do for you: - Bring customer requests into Trello boards and continue to communicate with them on Trello - No separate tool for communication - Replace your contact us forms on your websites with Trello backed contact forms - Get bug reports from your customers and create Trello cards for each of these - Forward your support emails like support@, help@, jobs@, sales@, etc. to Hipporello and use Trello as a shared inbox for your team Hipporello has the following features: - Drag and drop enabled form editor - Form Automation - Branding - Custom Domain - Email Notifications - Form Access Policies - User Tracking - Email to Trello - Search **Average Rating:** 4.5/5.0 **Total Reviews:** 6 **How Do G2 Users Rate Hipporello?** - **Has the product been a good partner in doing business?:** 7.8/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 7.2/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 7.5/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 6.7/10 (Category avg: 8.3/10) **Who Is the Company Behind Hipporello?** - **Seller:** [Hipporello](https://www.g2.com/sellers/hipporello) - **Year Founded:** 2020 - **HQ Location:** Carmichael, CA - **Twitter:** @hipporello (117 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/hipporello/ (16 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 67% Small-Business, 50% Mid-Market #### What Are Recent G2 Reviews of Hipporello? **"[Innovative and Versatile Service Desk Solution with Fair Pricing](https://www.g2.com/survey_responses/hipporello-review-8881352)"** **Rating:** 5.0/5.0 stars *— Sasha N.* [Read full review](https://www.g2.com/survey_responses/hipporello-review-8881352) --- **"[Fast and Informative](https://www.g2.com/survey_responses/hipporello-review-8888282)"** **Rating:** 5.0/5.0 stars *— Verified User in Entertainment* [Read full review](https://www.g2.com/survey_responses/hipporello-review-8888282) --- #### What Are G2 Users Discussing About Hipporello? - [What is Hipporello used for?](https://www.g2.com/discussions/what-is-hipporello-used-for) ## What Is Service Desk Software? [IT Management Software](https://www.g2.com/categories/it-management) ## What Software Categories Are Similar to Service Desk Software? - [Help Desk Software](https://www.g2.com/categories/help-desk) - [IT Asset Management Software](https://www.g2.com/categories/it-asset-management) - [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) --- ## How Do You Choose the Right Service Desk Software? ### What You Should Know About Service Desk Software ### What is Service Desk Software? An IT service desk, also known as a service desk, is a ticket management system that allows businesses to implement strong and effective workflows for internal support departments. It is the single point of contact (SPOC) between the IT service provider and users for day-to-day activities.  Service desk software is designed to manage incidents and services apart from user communications for outages. It plays a crucial role in facilitating the amalgamation of business processes with the technology ecosystem and broader service management infrastructure. Service desk products provide a variety of other functionalities, including IT asset management and incident management, which can be beneficial for companies of all sizes. Users can track IT assets in real time and record data regarding the health and performance of such assets. Additionally, IT asset management allows teams to assign specific assets to specific employees for ticket routing purposes. Tracking all these devices and assets provides greater transparency to a business. Asset management also helps optimize IT purchasing, regardless of company or department size. Enterprise service desk tools that reduce support costs and improve user satisfaction typically centralize incident response, asset tracking, and SLA reporting across distributed IT teams. Based on G2 reviews, IT service managers evaluate service desk software by comparing SLA visibility, usability, and self-service capabilities that reduce ticket volume. #### What Types of Service Desk Software Exist? Service desk system types are categorized based on the size of their target business users, deployment, and source code accessibility. Here are the five types of service desk software: **Cloud-based service desk software** Cloud-based service desk software is hosted on external servers accessible to agents and IT admins with the help of a browser on any device. It allows the business to handle fluctuating workloads without worrying about overloaded support portals during peak hours. SaaS tools enable teams to use a cloud-hosted product without requiring local installation. One of the most significant advantages of having a service desk ticket management system in the cloud is that the data is secure with retrievable backup options. **Enterprise service desk software** Enterprise service desk software is more complex with modules that comprise IT asset management, account management, service request fulfillment, and change and survey management. For large enterprises, different departments require a stable and systematic process to ask for and receive support, especially when it comes to asset management and technical aid. Organizations use enterprise service desk tools because they include features that most lower-tier packages do not, such as advanced encryption and security, multi-brand support, custom user roles, enterprise reporting, and sandbox. Enterprise-level software is also known to be more customizable so that organizations can automate more sophisticated capabilities for their teams. **On-premises service desk software** An on-premises service desk is licensed software purchased and installed by an organization on its servers to run the system. It generally requires a one-time setup fee, while a scheduled upgrade would demand an additional charge. The IT team assumes the responsibility of system maintenance and data backup. Alternatively, the organization can purchase a separate plan that includes technical support. The major advantage of on-premises service desk software is that the company owns and hosts the system resulting in complete authority over data security and privacy of information. On-premises software integrates better with local security options and generally provides greater customization. **Open-source service desk software** Open-source service desk software lets developers access its source code contrary to proprietary software that either forbids it completely or needs user license and permission. Since open-source service desks can be modified or enhanced, developers can add features, adjust processes, or fix bugs in the system. It is ideal for businesses with programming capabilities whose skilled IT departments can execute these changes and enhancements. **Mobile device support service desk software** If employees use mobile devices such as smartphones or tablets for work, a company’s service desk product must support such devices. Before selecting the software, it is necessary to verify a service desk solution that provides mobile support if needed, and if so, which devices are covered; some products only support iOS while others support Android. Buyers should work with their company’s IT team to decide which type of mobile app support, if any, is required and focus on the software that offers easy integration with these devices. ### What are the Common Features of Service Desk Software? Service desk software is an excellent resource for companies to keep their IT infrastructure running optimally. The following are some core features within service desk tools that can help users make the most of them: **Automated ticket creation**** :** Manually handling customer issues can take up a lot of time. Efficient service desk software streamlines workflows to automatically create support tickets based on the information that users provide. These tickets can be viewed by the filing user, analysts, and management auditing the ticket. **Ticket notification:** Service desk platforms need a system that automatically notifies the IT team whenever a new ticket is created. This helps in prompt management of issues. Communication received via email, live chat, or phone is converted into actionable tickets. Custom priorities and statuses can also be created for these tickets based on the user’s requirements. Users can create a custom priority called “High-value customer” to expedite a ticket resolution or a custom status called “Manager’s approval” for them to identify tickets faster. **Ticket tagging:** Another important feature that a service desk software should have is the organization of tickets by issue, service level agreement (SLA), or other priorities. A high-quality service desk tool allows the IT team to tag and sort tickets according to their tag. This helps them take a broader look at the requests that come in and check any recurring issues that need to be addressed or require de-escalation. **Knowledge management:** With an integrated knowledge base, automatic recommendations can be made based on keyword recognition for new tickets. This aids new people in the IT team in understanding typical troubleshooting methods and helps experienced people watch over what knowledge needs to be updated or added. **Ticket history tracking:** Mistakes may come up during a ticket resolution process, and it is imperative for the IT team to be able to track the mistake. A service desk tool needs to have ticket history tracking to view the history of a ticket and ensure that everything is functioning as intended.  **Reporting:** It is essential to track the IT team's progress in handling and resolving service tickets. An effective service desk tool helps generate reports on each part of the customer service process. This includes the volume of tickets coming in, number of tickets resolved, average resolution time, what kinds of tickets are resolved the most, and more.  **Asset management:** Service desk software must track internal hardware and software issues. This allows the IT team to sort and access all assets and the maintenance history related to a specific ticket or product. This aids in resolving issues efficiently. ### What are the Benefits of Service Desk Software? Service desk solutions can have their own set of benefits. A few of them are listed below: **Cost savings and scalability:** The two most common benefits organizations seek while implementing IT service desk software are cost savings and scalability. A service desk that is adequately staffed and well managed can handle much of the routine IT work. It provides companies with a relatively low-cost option for transferring simple work from engineering teams and subject matter experts, enabling them to focus on activities that add more value to the company.  **Early warning of potential problems:** Based on the volume of issues and requests that the service desk handles, organizations can use it as a monitoring tool to identify and preemptively address issues. The “early warning system” that the service desk provides can enable proactive problem management, preventative maintenance, and service changes to reduce the user impacts of outages and service deterioration. **Increased communication and transparency:** Service desk software facilitates communication between IT and other departments, helping resolve and prevent glitches and breakdowns by helping users create, assign, track, and resolve tickets. **Reduced downtime:** Service desk platforms help reduce end-user downtime with streamlined ticket tracking and issue resolution. It facilitates standardization of IT processes, enabling better IT-related strategy planning and tracking. **Improved productivity:** Service desks help improve agent productivity by preventing ticket losses. It minimizes disruptions, equipping an organization with 360-degree visibility of their IT and business assets. Based on G2 reviews, enterprise service desk platforms reduce ticket volume primarily through self-service portals and knowledge bases that let employees resolve common issues without filing tickets. Reviewers from large IT teams consistently link well-designed self-service deflection to reduced support costs and improved user satisfaction, since fewer routine tickets leaves agents free to focus on higher-value incidents. Enterprise buyers also evaluate how cleanly the platform extends beyond IT into HR, facilities, and finance for unified service management across the organization. ### Who Uses Service Desk Software? **IT teams:** Service desk software is traditionally used by the internal IT service teams of enterprises, small businesses, and medium businesses as a ticketing system to provide better assistance to employees using IT equipment. These tickets can track the progress of IT requests, offering users transparency into issue resolution. Service desk products centralize the tickets and allocate them to the proper IT support staff. This can lead to quicker resolutions and prevent any issues from being lost in the shuffle. By increasing support efficiency with these methods, IT support teams can better meet SLAs and keep employees satisfied and productive. #### Software Related to Service Desk Software Related solutions that can be used together with service desk software include: [Help desk software](https://www.g2.com/categories/help-desk) **:** IT help desk software is a one-stop point of contact where customers can send their queries or problems. It organizes ticket requests from customers outside the company and provides them with information and support regarding its products or services. If a team is handling customer issues, they’ll likely want to investigate help desk solutions providing features for external-facing resources and communication. Some product suites support both internal service and external assistance if an organization requires both. Usually, service desks have a help desk component incorporated to improve IT processes and enhance efficiency. [Knowledge management software](https://www.g2.com/categories/knowledge-management) **:** A knowledge management system is crucial for managing resources and ensuring organizational knowledge is available to those who need it. Knowledge management solutions can speed up issue resolution time by providing guidance and answers to often seen issues. Knowledge management software has both internal and external use cases. Some companies use knowledge management software as an internal database for employees to reference, while others use it as an external reference for customers. [Customer self-service software](https://www.g2.com/categories/customer-self-service) **:** Often, issues and requests that generate user calls into the IT service desk are matters that the user could address on their own if they had the right set of tools and access to information. One of the best ways to maximize service desk efficiency is to provide self-service options. A self-service portal helps users resolve their issues faster, without the delays of waiting for an agent. They also help the company save funds by reducing the need for additional agent capacity in the IT service desk to address simple requests.  [Remote support software](http://www.g2.com/categories/remote-support) **:** Internal support analysts can provide greater support to employees by being able to assist remotely whenever possible. Remote support solutions allow analysts to work with internal users on issue resolution via virtual access established through a cloud gateway. Remote support solutions enable analysts to work with internal users on issue resolution without physically accessing the user’s device. ### Challenges with Service Desk Software Working in the IT service desk business is quite hectic. Every customer wants to receive fast and professional support, which puts a considerable amount of pressure on staff members. Here are some challenges that agents working in an IT service desk encounter: **Numerous requests from different departments and interruptions:** IT teams at high technology companies can get swamped by technical issues at a near-constant rate. At the same time, more niche businesses will only see a few requests per day. As technology becomes more vital in business operations, the need for instant troubleshooting increases significantly. This can quickly become a problem when the service desk receives too many requests and lacks the necessary communication tools. The cost of IT service failures can be substantial, and downtime can have an adverse impact on the organization's business. Therefore, it’s crucial to have an IT service desk and efficient processes in place to deal with issues promptly while maintaining quality standards. **Up-to-date knowledge:** Within service desk solutions, knowledge bases are effective only if they’re maintained. This may demand extra time on the part of the IT team in case they find that a previous piece of knowledge is outdated and needs to be updated. While the task shouldn’t necessarily have to fall on one person to maintain the effectiveness of a knowledge base, companies should consider having an analyst on the service desk who would be responsible for maintaining the knowledge base, should their size necessitate this consideration. **Wasting time on recurring issues:** Without a tool for collecting, recording, and analyzing support data, organizations can easily fall into the trap of solving the same problems all over again. If the IT service desk doesn’t keep track of the most common issues, the IT team will waste time trying to identify and fix the issues that have already been worked on. However, it is impossible to remove every problem, so it’s essential to invest in reliable software and create a database of all the issues together with solutions. Such a database will enable the IT service desk to quickly address recurring issues and prevent some common operational bottlenecks in the future. **Lack of useful self-service tools:** Technology is instrumental to providing efficient and effective IT support, yet many service desks suffer from a technology gap between what they have and what is needed. Unavailability of sufficient time and resources to upgrade to the most recent version of the service desk tool and constrained business budgets for getting a new solution make it difficult for the IT team to resolve issues smoothly. It is essential for the IT team to future-proof their purchase decision by creating an improvement roadmap and deciding on the supporting features they would require. ### How to Buy Service Desk Software #### Requirements Gathering (RFI/RFP) for Service Desk Software Wherever a business is in its buying process, G2 can help select the best service desk software for their needs. The buyer might find that the IT team in the organization spends too much time manually tracking tickets in email chains and filling out spreadsheets. Instead, they can switch over to software to manage all of that in an organized location. Users should think about the pain points and jot them down; these should help create a checklist of criteria. Additionally, the buyer must determine the number of employees who will need to use this software, which drives the number of licenses they are likely to buy. The checklist serves as a detailed guide that includes both essential and nice-to-have features, including budget features, number of users, integrations, security requirements, cloud or on-premises solutions, and more. Depending on the scope of the deployment, it might be helpful to produce an RFI, a one-page list with a few bullet points describing what is needed from a service desk software. #### Compare Service Desk Products **Create a long list** From meeting the business functionality needs to implementation, service desk software vendor evaluations are an essential part of the software buying process. For ease of comparison, after all demos and trials are complete, it helps prepare a consistent list of questions regarding specific requirements and concerns to ask each vendor.  **Create a short list** From the long list of vendors, it is helpful to narrow down the list of vendors and come up with a shorter list of contenders after excluding from consideration any products that don’t cover all of the required features. With this list in hand, businesses can produce a matrix to compare the pros and cons as well as the pricing of the various products. **Conduct demos** Demos provide an opportunity to buyers to see how a service desk software can address IT-related issues effectively. It is lucrative to request the vendor for a live demo of the software to have an in-depth understanding of the features it offers. This will allow the business to evaluate how each vendor stacks up against the competition. Also, It's typical for vendors to offer a free trial of their software, and buyers should sign up for that option. Companies can use dummy data to see how ticket creation, status tracking, and other features will work in the system to make sure it's what they are looking for. #### Selection of Service Desk Software **Choose an evaluation team** Before getting started, it's crucial to create a team that will work together throughout the entire process, from identification of pain points to implementation. The software selection team should consist of members of the organization who have the right interest, skills, and time to participate in this process. A good starting point is to aim for a group of three to five people, including a junior-level customer service person, a couple of service desk users, and a manager or senior leader. Combining their different needs and backgrounds will provide the buyer with a more efficient way to tell if the service desk will be a good fit for the whole organization. It is necessary for the whole evaluation team to look at the same tool simultaneously rather than working in silos. **Consider scalability** Functionality matters a great deal while choosing an IT service management solution, but scale is also an incredibly important consideration. The cost of having to refresh the service desk can be significant. Correctly projecting scale based on the organization’s staffing requirements can lead to significant cost savings over time, as the organization is able to continue expanding without having to invest in a new solution to meet the new challenges created by a large-scale operation. The solution should be scalable to provide room for future business growth. It should be able to adjust for more technicians, end-users, modules, and other IT management tools. **Prioritize reliability and support** The buying organization should be aware of the support channels available when a service desk system has an outage or when a process needs reworking. Every software product experiences issues, but some companies do much better than others in handling those situations. The organization should always take into consideration the quality of support provided by the vendor while evaluating alternatives. Within this, timeliness and available support channels can be two major factors to consider. Based on G2 reviews, IT service managers evaluating the most trusted IT service desk platforms weigh day-to-day usability, support queue SLA visibility, and reporting depth as the features that determine team adoption beyond the initial purchase. Reviewers describe usability and CSAT scores as tightly linked, since clean interfaces, intuitive ticket routing, and customizable dashboards directly influence agent throughput and end-user feedback. Buyers in mission-critical IT environments also weigh platform reliability under load, since service disruptions and risk of data loss during heavy usage are cited as the difference between reliable service desk systems and ones agents work around. ### What does Service Desk Software Cost? Pricing is a major consideration when finding a solution that meets the organization’s needs for issues relating to the size of operations in the service desk. Sometimes, purchasing a solution that meets current requirements and replacing it over time may make sense, but only if an organization anticipates making major technological changes that make an entirely new platform necessary regardless of scale concerns. Finding the right price point depends on weighing functionality, features, and capacity issues besides one another to find the right fit for the organization’s operational needs. ITSM solutions usually come with different licenses at different prices. When choosing a service desk software, it is important to strike a balance between features and license price based on the company’s budget. The organization must look into the cost of scaling up, receiving support, and annual maintenance. ### Service Desk Software Trends **Internet of things (IoT)** As more devices become network-connected, service desk analysts and support staff will require the ability to manage and troubleshoot a variety of devices. Pairing service desk solutions with [IoT management platforms](https://www.g2.com/categories/iot-management) may help a company’s analysts stay on top of growing IoT needs. **Automation ** Chatbots, Machine Learning, and other AI technologies will likely be integrated into day-to-day service desk functions sooner rather than later. These options can help mediate some of the simpler issues service desks face, allowing the IT team to spend more time addressing larger issues. **Focus on consumer experience** The role of IT support is to make sure that IT services help employees with their work. Increased expectations of IT employees have shifted the focus of IT towards providing a better end-user experience. Providing a better end-user experience improves the IT department's reputation and creates a work environment free of frustration for both end users and IT technicians.