# Best Service Desk Software ## How Many Service Desk Software Products Does G2 Track? **Total Products under this Category:** 144 ### Category Stats (Aug 2026) - **Average Rating:** 4.35/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product:** Alloy Navigator (+0.48%) - Among all products in this category, Alloy Navigator recorded the largest rating increase compared to last month _Last updated: August 19, 2026_ ## How Does G2 Rank Service Desk Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 14,400+ Authentic Reviews - 144+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## G2 Grid® for Service Desk Software ![G2 Grid® for Service Desk Software plotting products by satisfaction and market presence](https://www.g2.com/categories/service-desk/grids.png?focus%5B%5D=71310&focus%5B%5D=5231&focus%5B%5D=16222&focus%5B%5D=1404685&focus%5B%5D=2864&focus%5B%5D=929&focus%5B%5D=2647&focus%5B%5D=2001) Highlighted products: ServiceNow IT Service Management, Jira Service Management, Atera, monday service, Freshservice, Autotask, SysAid, and SolarWinds Service Desk. Underlying data: [Grid® JSON](https://www.g2.com/categories/service-desk/grids.json?focus%5B%5D=servicenow-it-service-management&focus%5B%5D=jira-service-management&focus%5B%5D=atera&focus%5B%5D=monday-service&focus%5B%5D=freshservice&focus%5B%5D=autotask&focus%5B%5D=sysaid&focus%5B%5D=solarwinds-service-desk) **Sponsored** ### Gorgias Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries throughout the entire customer journey. Gorgias's AI Agent acts as a super-agent on the brand's team, driving conversations with customers at the right time and on the right channel—from editing orders and managing subscriptions to providing AI-powered product recommendations. Thanks to advanced ecommerce and channel integrations, Gorgias provides a single, streamlined platform where customer assistance is hyper-personalized and ticket resolution happens instantly. Gorgias unlocks the power of conversations, helping brands build lasting customer relationships, improve efficiency, and drive more sales. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=82&secure%5Bchosen_at%5D=2026-08-26T08%3A11%3A15Z&secure%5Bdisplayable_resource_id%5D=58&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=neighbor_category&secure%5Bplacement_resource_ids%5D%5B%5D=58&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=68722&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&secure%5Btoken%5D=8cd43196ea1acf51fce2321fa9429ac19204b41b5646eec6c45209af61a90e26&secure%5Burl%5D=https%3A%2F%2Fwww.gorgias.com%2F%3Futm_campaign%3D2026-G2-PPC-Ads%26utm_medium%3Dppc%26utm_source%3Dg2&secure%5Burl_type%5D=custom_url) ### [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) ServiceNow IT Service Management (ITSM) is a cloud-based IT service management solution built on the ServiceNow AI Platform that helps IT organizations manage the full lifecycle of IT service delivery, from incident detection to resolution, service requests to change management, on a single platform with a unified data model. ServiceNow ITSM is used by IT teams across industries including financial services, healthcare, technology, manufacturing, and government. It is designed for organizations that need to manage high volumes of IT service requests, incidents, and changes while reducing manual effort and improving response times. Typical users include service desk agents, incident managers, change managers, problem managers, IT operations leaders, and platform administrators. Core capabilities include: 1) Incident management: Automatically classify, prioritize, route, and resolve incidents using AI. AI agents can handle routine issues end-to-end without human intervention, from password resets to common access requests, while escalating complex cases to the right team with full context attached. 2) Change management: Assess risk, automate approvals, and manage change schedules with CMDB-powered impact analysis. Standard and low-risk changes can be automated to reduce bottlenecks, while high-risk changes go through structured review workflows. 3) Problem management: Identify root causes of recurring incidents and create known error records to prevent repeat issues. Problem workflows connect directly to incident data, so patterns surface faster and fixes reach the service desk without manual handoffs. 4) Service request fulfillment: Provide employees with a self-service catalog backed by AI-powered search and a virtual agent that can resolve common requests without a ticket reaching a human agent. 5) Knowledge management: Capture, organize, and surface institutional knowledge so agents and employees can find answers faster. AI suggests relevant knowledge articles during incident handling and self-service interactions, reducing repeat work across the service desk. ServiceNow ITSM uses platform-native AI and AI agents to automate routine IT work that traditionally required manual effort such as ticket classification, assignment, initial diagnosis, and common resolutions. This is distinct from bolt-on AI tools because the AI operates on the same data model as the service management workflows, which means it has real-time access to the CMDB, incident history, change schedules, and knowledge base without requiring separate integrations. The product also connects to ServiceNow IT Operations Management (ITOM), enabling organizations to extend from reactive IT service delivery to proactive and autonomous service operations. When ITSM and ITOM run on the same platform, operational events detected in the infrastructure can automatically generate and route incidents, attach root cause context, and trigger resolution workflows, ultimately reducing the gap between when an issue occurs and when it's resolved. ServiceNow ITSM aligns with ITIL practices and supports organizations at various stages of IT maturity, whether they are consolidating from fragmented point tools or extending an existing ServiceNow deployment into AI-driven automation. **Average Rating:** 4.5/5.0 **Total Reviews:** 1,835 #### How Do G2 Users Rate ServiceNow IT Service Management? - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 9.0/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 9.0/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 8.8/10 (Category avg: 8.3/10) #### Who Is the Company Behind ServiceNow IT Service Management? - **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow) - **Company Website:** www.servicenow.com - **Year Founded:** 2004 - **HQ Location:** Santa Clara, CA - **Twitter:** @servicenow 55,548 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8f146dd2da6255ae21db2f89043b268912043fe250660dfee40ba3c0574bb1ba&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F29352%2F&secure%5Burl_type%5D=linkedin_company_website) 35,081 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Consultant, Software Engineer - **Top Industries:** Information Technology and Services, Hospital & Health Care - **Company Size:** 65% Large, 20% Medium #### What Do G2 Reviewers Say About ServiceNow IT Service Management? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of ServiceNow IT Service Management, simplifying management and reporting tasks efficiently. - Users value the **rich functionality** of ServiceNow ITSM for efficient incident management and streamlined processes. - Users commend the **streamlined efficiency** of ServiceNow IT Service Management for tracking and improving IT service delivery. - Users value the **extensive and customizable features** of ServiceNow IT Service Management, benefiting from its continuous evolution and community support. - Users appreciate the **strong automation capabilities** of ServiceNow, enhancing operational efficiency and streamlining IT operations seamlessly. ##### Cons - Users find the **learning curve steep** , requiring significant effort and prior knowledge to utilize ServiceNow effectively. - Users find the **licensing and implementation costs too high** , which can be a barrier for smaller organizations. - Users find the **complexity** of configuring and customizing ServiceNow overwhelming, especially without dedicated expertise or training. - Users find the **limited customization** in ServiceNow ITSM can lead to difficulties in obtaining desired data effectively. - Users face **customization difficulties** with ServiceNow IT Service Management, particularly due to its complexity and high costs. #### What Are Recent G2 Reviews of ServiceNow IT Service Management? **["ServiceNow APIs Make Ticket Automation and Data Exchange Easy"](https://www.g2.com/survey_responses/servicenow-it-service-management-review-13246797)** **Rating:** 4.0/5.0 stars _— Tanmay C._ [Read full review](https://www.g2.com/survey_responses/servicenow-it-service-management-review-13246797) **["ServiceNow Makes ITSM Fast, Seamless, and Easy to Integrate"](https://www.g2.com/survey_responses/servicenow-it-service-management-review-13346541)** **Rating:** 5.0/5.0 stars _— Ankit S._ [Read full review](https://www.g2.com/survey_responses/servicenow-it-service-management-review-13346541) #### What Are G2 Users Discussing About ServiceNow IT Service Management? - [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) - 3 comments - [What is service management software?](https://www.g2.com/discussions/what-is-service-management-software) - [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) - 1 comment - [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) - 1 comment - [What is ServiceNow software used for?](https://www.g2.com/discussions/what-is-servicenow-software-used-for) - 2 comments ### [Jira Service Management](https://www.g2.com/es/products/jira-service-management/reviews) Jira Service Management es una solución de Gestión de Servicios de TI (ITSM). Construida sobre la plataforma Atlassian, Jira Service Management permite a los equipos entregar y gestionar servicios para partes interesadas internas y externas. Equipos desde Desarrollo hasta TI y RRHH utilizan Jira Service Management para recibir solicitudes de empleados, responder a incidentes, implementar cambios para mejorar productos o servicios, rastrear activos, mostrar conocimiento y automatizar flujos de trabajo. **Average Rating:** 4.3/5.0 **Total Reviews:** 964 #### How Do G2 Users Rate Jira Service Management? - **¿Ha sido the product un buen socio para hacer negocios?:** 8.7/10 (Category avg: 8.6/10) - **Priorización de tickets:** 8.8/10 (Category avg: 8.7/10) - **Automatice el enrutamiento de tickets:** 8.7/10 (Category avg: 8.8/10) - **Base de conocimientos/integración de tickets:** 8.5/10 (Category avg: 8.3/10) #### Who Is the Company Behind Jira Service Management? - **Vendedor:** [Atlassian](https://www.g2.com/es/sellers/atlassian) - **Sitio web de la empresa:** www.atlassian.com - **Año de fundación:** 2002 - **Ubicación de la sede:** Sydney and San Francisco - **Twitter:** @Atlassian 106,496 seguidores en Twitter - **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2a96146f2051a6b8a9a49a13db5b2aa2c98263324b90f1bc18b4ceec70d380b0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fatlassian&secure%5Burl_type%5D=linkedin_company_website) 21,081 empleados en LinkedIn® #### Who Uses This Product? - **Who Uses This:** Ingeniero de software, Ingeniero de Software Senior - **Top Industries:** Tecnología de la información y servicios, Software de Computadora - **Company Size:** 43% Medium, 38% Large #### What Do G2 Reviewers Say About Jira Service Management? _AI-generated summary from verified user reviews_ ##### Pros - Los usuarios encuentran que la **facilidad de uso** de Jira Service Management mejora la colaboración y agiliza los flujos de trabajo entre departamentos. - Los usuarios valoran la **integración perfecta** con Jira Software y Confluence, mejorando la colaboración entre equipos de manera efectiva. - Los usuarios valoran la **automatización integrada** en Jira Service Management, ya que reduce significativamente el trabajo manual y mejora la eficiencia. - Los usuarios valoran la **gestión de tickets fácil de usar** de Jira Service Management, lo que permite un seguimiento eficiente de incidentes y resoluciones ricas en contexto. - Los usuarios valoran el **seguimiento eficiente** en Jira Service Management, mejorando la transparencia y la responsabilidad entre los equipos. ##### Cons - Los usuarios luchan con la **empinada curva de aprendizaje** de Jira Service Management, lo que lo hace desafiante para equipos nuevos o no técnicos. - Los usuarios encuentran la **empinada curva de aprendizaje** de Jira Service Management intimidante, lo que afecta la adopción y la experiencia del usuario. - Los usuarios encuentran la **empinada curva de aprendizaje** de Jira Service Management desafiante, especialmente para los recién llegados y los equipos no técnicos. - Los usuarios encuentran el **configuración compleja** de Jira Service Management desafiante, especialmente para los recién llegados y los equipos no técnicos. - Los usuarios encuentran la **interfaz de usuario confusa y abrumadora** , especialmente para tareas rápidas y nuevos usuarios que navegan por el sistema. #### What Are Recent G2 Reviews of Jira Service Management? **["Visibilidad Clara de Tickets y Comunicación Fluida en Jira Service Management"](https://www.g2.com/es/survey_responses/jira-service-management-review-13195687)** **Rating:** 5.0/5.0 stars _— Sree K._ [Read full review](https://www.g2.com/es/survey_responses/jira-service-management-review-13195687) **["Integración perfecta de Jira que agiliza las solicitudes de servicio y los flujos de trabajo de soporte"](https://www.g2.com/es/survey_responses/jira-service-management-review-13071435)** **Rating:** 4.5/5.0 stars _— Ravindra N._ [Read full review](https://www.g2.com/es/survey_responses/jira-service-management-review-13071435) #### What Are G2 Users Discussing About Jira Service Management? - [¿Para qué se utiliza Jira Service Management?](https://www.g2.com/es/discussions/what-is-jira-service-management-used-for) - 2 comments, 1 upvote - [¿Qué hace Jira Service Desk?](https://www.g2.com/es/discussions/what-does-jira-service-desk-do) - 1 comment - [Does Jira Service Desk include JIRA software?](https://www.g2.com/es/discussions/does-jira-service-desk-include-jira-software) - [¿Cuáles son las características de JIRA?](https://www.g2.com/es/discussions/jira-service-management-what-are-the-features-of-jira) - 1 comment - [¿Es Jira una herramienta de gestión de servicios?](https://www.g2.com/es/discussions/is-jira-a-service-management-tool) - 2 comments ### [Atera](https://www.g2.com/products/atera/reviews) Atera is defining the category of Autonomous IT, where AI agents resolve technical incidents end to end, without a technician in the loop. Atera's AI-native IT management platform consolidates RMM, helpdesk, ticketing, advanced reporting, and automation, empowering IT teams and MSPs to manage and protect infrastructure, automate tasks, and boost service quality by reducing downtime and improving SLAs. Atera’s autonomous AI agent, Robin, detects, diagnoses, remediates, and verifies incidents by taking action directly on devices, servers, networks, and mainframes, resolving Tier-1 and complex Tier-2 incidents in full. 1) Resolution without the wait. Robin doesn't just suggest or assist, it acts and resolves, on its own, instantly. 2) Always-on coverage, day and night. Robin extends your team's reach around the clock, resolving issues at 2am just as reliably as at 2pm, so your team isn't the only line of defense when it comes to fighting downtime. 3) A personal IT tech for every employee. An intelligent, context-aware AI agent that understands your environment, adapts to each user, and responds instantly. Built on a patented architecture, Robin operates as a system of action within your existing enterprise environment, adhering to the highest enterprise-grade security and compliance standards. It's governed by configurable guardrails, a complete audit trail, and approval workflows, so autonomy never comes at the cost of control. More than 13,000 organizations across 120+ countries rely on Atera to keep their people working, uninterrupted. Discover how Atera can help you achieve unparalleled organizational efficiency at www.atera.com. **Average Rating:** 4.6/5.0 **Total Reviews:** 1,230 #### How Do G2 Users Rate Atera? - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.5/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.4/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 8.2/10 (Category avg: 8.3/10) #### Who Is the Company Behind Atera? - **Seller:** [Atera](https://www.g2.com/sellers/atera) - **Company Website:** www.atera.com - **Year Founded:** 2011 - **HQ Location:** Tel Aviv - **Twitter:** @AteraCloud 1,675 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d38cf3be9c748c5d823f0616da1e9a35094eec1b19735765c7c4c229a7d79702&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F98739%2F&secure%5Burl_type%5D=linkedin_company_website) 416 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Owner, IT Manager - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 55% Small, 31% Medium #### What Do G2 Reviewers Say About Atera? _AI-generated summary from verified user reviews_ ##### Pros - Users find Atera's **ease of use** exceptional, streamlining management and enhancing efficiency across various tasks. - Users appreciate the **powerful automation tools** of Atera, enabling efficient management and consistent setup for new employees. - Users appreciate the **all-in-one dashboard** of Atera, enhancing efficiency with seamless access to various tools and features. - Users praise Atera for its **efficiency** , streamlining processes and enhancing remote management of devices. - Users value the **proactive monitoring** and all-in-one platform of Atera, significantly enhancing productivity and efficiency. ##### Cons - Users find **missing features** in Atera, such as insufficient alert context and lack of essential ticketing tools. - Users find the **limited features** of Atera, especially in the mobile app, restrict overall functionality for freelancers. - Users find **improvement needed** in Atera's interface changes and agent installation process, along with remote access reliability. - Users note that **report loading times and limited customization** can hinder efficiency, revealing areas for improvement. - Users express concerns about **feature issues** in Atera, citing limitations and disruptions affecting their workflow. #### What Are Recent G2 Reviews of Atera? **["Stable, Clean, and Easy Monitoring with Built-In AI"](https://www.g2.com/survey_responses/atera-review-13213152)** **Rating:** 4.5/5.0 stars _— Dieter S._ [Read full review](https://www.g2.com/survey_responses/atera-review-13213152) **["Easy-to-Use RMM With Strong Patching, Scripting, and a Central Device View"](https://www.g2.com/survey_responses/atera-review-13223481)** **Rating:** 4.0/5.0 stars _— Kyle R._ [Read full review](https://www.g2.com/survey_responses/atera-review-13223481) #### What Are G2 Users Discussing About Atera? - [What is Atera used for?](https://www.g2.com/discussions/what-is-atera-used-for) - 1 comment - [What is the best RMM tool?](https://www.g2.com/discussions/what-is-the-best-rmm-tool) - 1 comment - [Is atera safe?](https://www.g2.com/discussions/is-atera-safe) - 2 comments - [What is atera RMM?](https://www.g2.com/discussions/what-is-atera-rmm) - 1 comment - [What is atera software?](https://www.g2.com/discussions/what-is-atera-software) - 1 comment ### [monday service](https://www.g2.com/products/monday-service/reviews) monday service is an AI-powered enterprise service management platform built to help organizations scale service without adding headcount or complexity. With built-in AI, monday service helps teams triage, route, and resolve requests faster across IT, HR, Operations, Finance, and more. Instead of relying on manual handling or static workflows, AI helps service teams execute work efficiently - reducing repetitive effort while ensuring complex cases are handled with the right level of oversight. At the core of monday service is the Agents Workforce - an AI-powered service workforce made up of specialized agents that autonomously resolve requests and take action across the organization, while teams remain firmly in control. Built natively on the monday.com platform, agents use ticket history, organizational knowledge, and live business context to deliver accurate, policy-aligned service from day one. With built-in orchestration, guardrails, and real-time monitoring, teams can safely deploy, oversee, and scale AI as service demand grows. With no-code AI and automation, teams can deploy and optimize workflows in minutes. As service demand grows, AI helps absorb high-volume work, reduce backlog, and protect SLAs - freeing teams to focus on higher-impact initiatives instead of constant firefighting. Unlike legacy ESM tools that separate ticketing from execution, monday service connects requests directly to workflows, projects, and cross-team work. Resolutions trigger real action, updating systems and moving work forward in real time. Enterprise-grade permissions, guardrails, and monitoring provide full visibility and control over AI-powered processes at scale. Whether replacing a legacy ESM solution or launching service management for the first time, monday service delivers rapid time-to-value, intuitive adoption, and scalable AI-driven execution - with minimal implementation. Service at scale. Without losing control. Key Capabilities: Omnichannel ticket intake Autonomous AI agents for triage, routing, and end-to-end resolution No-code workflows and automation Dashboards and reporting SLA tracking and performance insights Project, problem, and incident management **Average Rating:** 4.4/5.0 **Total Reviews:** 214 #### How Do G2 Users Rate monday service? - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 9.3/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 9.0/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 7.8/10 (Category avg: 8.3/10) #### Who Is the Company Behind monday service? - **Seller:** [monday.com](https://www.g2.com/sellers/monday-com-d88207e4-9e92-412d-903b-61cd13ca592b) - **Company Website:** monday.com - **Year Founded:** 2012 - **HQ Location:** Tel Aviv - **Twitter:** @mondaydotcom 40,761 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=efcc1bc784d43448424f5b18a6e2f5d5488a066e911204b167572629a6d9b361&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fmondaydotcom&secure%5Burl_type%5D=linkedin_company_website) 3,837 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Marketing and Advertising, Information Technology and Services - **Company Size:** 48% Medium, 34% Small #### What Do G2 Reviewers Say About monday service? _AI-generated summary from verified user reviews_ ##### Pros - Users find monday service incredibly **easy to use** , appreciating its versatility and efficiency in managing workloads. - Users commend the **efficiency** of monday service in streamlining workflows and enhancing productivity across various tasks. - Users value the **automation features** of Monday Service for enhancing organization and streamlining task management. - Users love the **user-friendly interface and visual appeal** of monday service, making task management and organization enjoyable. - Users value the **organizational capabilities** of monday service, appreciating its user-friendliness and effective information management. ##### Cons - Users express frustration over **limited features** and reliance on third-party integrations that hinder productivity and efficiency. - Users find the **limited functionality** of monday service can restrict usability, particularly in specialized industries. - Users experience significant **performance issues** with monday service, including glitches and heavy resource consumption during use. - Users find the **limited automation** capabilities frustrating, as glitches and paywalls hinder optimal functionality and customization. - Users find the **interface not intuitive** , making setup and navigation challenging, especially for newcomers. #### What Are Recent G2 Reviews of monday service? **["Centralized Requests, Powerful Automations, and Real-Time Insights with monday service"](https://www.g2.com/survey_responses/monday-service-review-13222333)** **Rating:** 4.5/5.0 stars _— Ashley B._ [Read full review](https://www.g2.com/survey_responses/monday-service-review-13222333) **["An effective tool for managing projects and tasks"](https://www.g2.com/survey_responses/monday-service-review-13280345)** **Rating:** 5.0/5.0 stars _— Monica M._ [Read full review](https://www.g2.com/survey_responses/monday-service-review-13280345) ### [Freshservice](https://www.g2.com/products/freshservice/reviews) Freshservice by Freshworks is an AI-powered, unified service operations platform built for agile enterprises that need to move fast without sacrificing control. Freshworks is named a Leader in the 2026 Gartner® Magic Quadrant™ for IT Service Management Platforms, recognition we believe reflects our strategic platform investments, product enhancements shaped by customer feedback, and strong visibility among ITSM buyers. By bringing ITSM, ITOM, ITAM, and enterprise service management together on one platform with a shared data and context model, Freshservice reduces the fragmentation and tool sprawl that slow teams down, creating a more consistent source of truth across services, assets, and infrastructure. IT teams gain visibility into their environment through 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 service delivery to HR, finance, and facilities, giving business teams a consistent and efficient service experience without requiring separate tools. Freshservice includes Freddy AI, a domain-specific AI layer that helps agents resolve issues faster, automates employee service requests, and gives leaders insights to make better decisions. Embedded across service workflows, Freddy AI acts as a force multiplier for teams by helping reduce repetitive work, accelerate resolution, and surface patterns and risks earlier. The result is faster, more informed service operations that help teams become more proactive while maintaining the governance and control the business requires. **Average Rating:** 4.6/5.0 **Total Reviews:** 1,303 #### How Do G2 Users Rate Freshservice? - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.9/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 9.1/10 (Category avg: 8.8/10) - **Knowledge Base/Ticket Integration:** 8.6/10 (Category avg: 8.3/10) #### Who Is the Company Behind Freshservice? - **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks) - **Company Website:** www.freshworks.com - **Year Founded:** 2010 - **HQ Location:** San Mateo, CA - **Twitter:** @FreshworksInc 19,020 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5f531480627d021846a1bab97814f28776888079b40b7e07b52045e7d1e35c99&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffreshworks-inc%2F&secure%5Burl_type%5D=linkedin_company_website) 7,505 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** IT Manager, IT Director - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 61% Medium, 21% Large #### What Do G2 Reviewers Say About Freshservice? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **ease of use** of Freshservice, finding it intuitive and efficient for ticket management. - Users enjoy the **user-friendly interface** and extensive features of Freshservice, making task management effortless and customizable. - Users value the **automation capabilities** of Freshservice, allowing for streamlined processes and effective management of tasks. - Users appreciate the **ease of use** of Freshservice's ticketing system, enhancing efficiency and streamlining requests seamlessly. - Users benefit from the **ease of use and efficient ticket management** in Freshservice, enhancing team productivity significantly. ##### Cons - Users find the **missing features** in Freshservice to be a significant limitation, impacting their overall efficiency. - Users often encounter **limited features** in Freshservice, hindering effective workflow and making management cumbersome. - Users find the **limited customization options** of Freshservice frustrating and challenging for tailoring their experience effectively. - Users find the **steep learning curve** of Freshservice challenging, due to customization complexities and lack of tutorials. - Users face several **ticketing issues** in Freshservice, including missing features and frustrating limitations affecting usability. #### What Are Recent G2 Reviews of Freshservice? **["Freshservice Simplifies Support with Easy Ticketing and Time-Saving Automation,"](https://www.g2.com/survey_responses/freshservice-review-13241098)** **Rating:** 5.0/5.0 stars _— J Raghu V._ [Read full review](https://www.g2.com/survey_responses/freshservice-review-13241098) **["Freshservice - Service desk"](https://www.g2.com/survey_responses/freshservice-review-9623433)** **Rating:** 5.0/5.0 stars _— Harry N._ [Read full review](https://www.g2.com/survey_responses/freshservice-review-9623433) #### What Are G2 Users Discussing About Freshservice? - [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) - 3 comments, 1 upvote ### [Autotask](https://www.g2.com/es/products/autotask/reviews) Autotask es la plataforma PSA inteligente y unificada que impulsa las operaciones de MSP de alto rendimiento. Conecta tickets, tiempo, proyectos, contratos y facturación en un flujo de trabajo sin fisuras, eliminando el esfuerzo manual, reduciendo la fricción del técnico y asegurando que cada hora facturable se capture automáticamente. Con automatización incorporada y visibilidad en tiempo real, Autotask agiliza la entrega de servicios, mejora la rentabilidad y convierte los datos operativos en paneles de control accionables que impulsan la responsabilidad y demuestran valor. Confiado por MSPs en crecimiento en todo el mundo, Autotask ayuda a los equipos a ofrecer un servicio más rápido y consistente mientras mantienen claridad y control en cada parte del negocio. **Average Rating:** 4.3/5.0 **Total Reviews:** 623 #### How Do G2 Users Rate Autotask? - **¿Ha sido the product un buen socio para hacer negocios?:** 8.4/10 (Category avg: 8.6/10) - **Priorización de tickets:** 8.4/10 (Category avg: 8.7/10) - **Automatice el enrutamiento de tickets:** 8.1/10 (Category avg: 8.8/10) - **Base de conocimientos/integración de tickets:** 7.2/10 (Category avg: 8.3/10) #### Who Is the Company Behind Autotask? - **Vendedor:** [Kaseya](https://www.g2.com/es/sellers/kaseya) - **Sitio web de la empresa:** www.kaseya.com - **Año de fundación:** 2000 - **Ubicación de la sede:** Miami, FL - **Twitter:** @KaseyaCorp 17,411 seguidores en Twitter - **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=6c9a31f82a811b1e3cc7be6babe8882bb8f6b2927e142d98dd6f5662a0d0e4d2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fkaseya%2F&secure%5Burl_type%5D=linkedin_company_website) 5,471 empleados en LinkedIn® #### Who Uses This Product? - **Who Uses This:** Director Ejecutivo, Propietario - **Top Industries:** Tecnología de la información y servicios, Seguridad de Redes y Computadoras - **Company Size:** 69% Small, 28% Medium #### What Do G2 Reviewers Say About Autotask? _AI-generated summary from verified user reviews_ ##### Pros - Los usuarios valoran la **facilidad de uso** de Autotask, apreciando su interfaz amigable y la rápida navegación para una gestión eficiente. - Los usuarios valoran las **extensas opciones de integración** en Autotask, lo que permite una gran personalización para adaptarse a su flujo de trabajo. - Los usuarios aprecian las **funciones de gestión de tickets y automatización eficientes** de Autotask, mejorando la productividad operativa general. - Los usuarios valoran las **funciones de automatización** de Autotask, que agilizan significativamente los flujos de trabajo y mejoran la eficiencia. - Los usuarios elogian Autotask por su **eficiencia** , permitiendo una gestión de tickets más rápida y un soporte operativo mejorado. ##### Cons - Los usuarios encuentran la **complejidad de uso** de Autotask frustrante, particularmente debido a los menús confusos y los procesos largos. - Los usuarios advierten de una **curva de aprendizaje pronunciada** en Autotask, lo que hace que la creación de informes y la navegación sean desafiantes para los recién llegados. - Los usuarios encuentran frustrante la **funcionalidad limitada** de Autotask, ya que carece de características esenciales para tareas básicas y gestión de proyectos. - Los usuarios destacan las **características faltantes** en Autotask, encontrando el módulo de gestión de proyectos básico y carente de profundidad. - Los usuarios encuentran que Autotask tiene una **interfaz poco amigable** , lo que hace que la navegación y la gestión de proyectos sean frustrantes y poco intuitivas. #### What Are Recent G2 Reviews of Autotask? **["Un soplo de aire fresco: experiencia Autotask rápida, fluida y conocedora de la industria"](https://www.g2.com/es/survey_responses/autotask-review-13214291)** **Rating:** 5.0/5.0 stars _— Eddie W._ [Read full review](https://www.g2.com/es/survey_responses/autotask-review-13214291) **["Una plataforma PSA confiable con margen de mejora"](https://www.g2.com/es/survey_responses/autotask-review-8257336)** **Rating:** 4.0/5.0 stars _— Yusuf Mustafa K._ [Read full review](https://www.g2.com/es/survey_responses/autotask-review-8257336) #### What Are G2 Users Discussing About Autotask? - [¿Para qué se utiliza Autotask Professional Services Automation (PSA)?](https://www.g2.com/es/discussions/autotask-professional-services-automation-psa-what-is-autotask-professional-services-automation-psa-used-for) - 1 upvote - [¿Para qué se utiliza Autotask Professional Services Automation (PSA)?](https://www.g2.com/es/discussions/what-is-autotask-professional-services-automation-psa-used-for) - 2 comments, 1 upvote ### [SolarWinds Service Desk](https://www.g2.com/es/products/solarwinds-service-desk/reviews) ITSM de nivel empresarial que realmente es fácil de usar: resuelve problemas hasta un 52% más rápido con IA, gestión de activos unificada e integración nativa de ITOps incorporada desde el primer día. SolarWinds Service Desk es una plataforma de gestión de servicios de TI (ITSM) basada en la nube que permite a los equipos de TI y otros departamentos empresariales gestionar solicitudes de servicio, incidentes, activos y flujos de trabajo en un entorno unificado. Está diseñado para profesionales de TI, equipos de mesa de servicio y organizaciones que buscan mejorar sus capacidades de gestión de servicios sin la carga de implementación típicamente asociada con herramientas ITSM empresariales. La plataforma cubre la gestión de incidentes, gestión de problemas, gestión de cambios, gestión de activos y CMDB en un solo producto. Un portal de autoservicio configurable y fácil de usar, junto con una base de conocimientos, permite a los usuarios finales resolver problemas comunes de manera independiente, mientras que las automatizaciones basadas en reglas manejan el enrutamiento de tickets, la priorización, la escalación y las notificaciones sin intervención manual. Los paneles personalizables y los informes brindan a los equipos visibilidad sobre incidentes, solicitudes, cambios y activos. Las capacidades de IA están integradas directamente en los flujos de trabajo de los agentes; incluyendo resumen de tickets, sugerencias de soluciones, vinculación inteligente de incidentes/problemas, redacción de respuestas y resoluciones, generación de runbooks y recomendaciones de la base de conocimientos. Estas capacidades están disponibles de inmediato sin configuración adicional. La IA está diseñada para mostrar información relevante y accionable en el momento adecuado, en lugar de requerir que los equipos construyan o mantengan herramientas de IA separadas. Como parte del portafolio de SolarWinds, Service Desk se integra de manera nativa con SolarWinds Observability y herramientas de operaciones de TI, permitiendo que las alertas de infraestructura generen automáticamente tickets de mesa de servicio y brindando a los técnicos acceso directo a la salud del nodo, cambios recientes y otro contexto operativo dentro del registro de incidentes. Las integraciones nativas también incluyen Microsoft Entra ID para la gestión del ciclo de vida del usuario, Jira para la escalación entre equipos, Automox para la gestión de parches y una API abierta para conexiones personalizadas. Service Desk admite la gestión de servicios empresariales (ESM), lo que permite a las organizaciones extender los procesos ITSM más allá de TI, a departamentos como RRHH, Instalaciones y Legal, sin productos adicionales o servicios profesionales. Para los equipos de TI, el esfuerzo es mínimo: los nuevos portales departamentales se construyen en la misma plataforma que ya gestionan, utilizando los mismos flujos de trabajo, automatizaciones e informes. Esto brinda a TI visibilidad y control centralizados en toda la organización, reduciendo el riesgo de que los departamentos adopten herramientas no autorizadas para llenar vacíos en la cobertura de servicios. En general, SolarWinds Service Desk ofrece un conjunto robusto de características diseñadas para mejorar la eficiencia de la gestión de servicios, sin complicaciones. Al integrar automatización, flujos de trabajo personalizados y recomendaciones inteligentes, se destaca como una solución integral que no solo aborda las necesidades inmediatas de los equipos de TI, sino que también apoya los objetivos organizacionales más amplios para mejorar la entrega de servicios. **Average Rating:** 4.3/5.0 **Total Reviews:** 777 #### How Do G2 Users Rate SolarWinds Service Desk? - **¿Ha sido the product un buen socio para hacer negocios?:** 9.0/10 (Category avg: 8.6/10) - **Priorización de tickets:** 8.6/10 (Category avg: 8.7/10) - **Automatice el enrutamiento de tickets:** 8.6/10 (Category avg: 8.8/10) - **Base de conocimientos/integración de tickets:** 8.5/10 (Category avg: 8.3/10) #### Who Is the Company Behind SolarWinds Service Desk? - **Vendedor:** [SolarWinds Worldwide LLC](https://www.g2.com/es/sellers/solarwinds-worldwide-llc) - **Sitio web de la empresa:** www.solarwinds.com - **Año de fundación:** 1999 - **Ubicación de la sede:** Austin, TX - **Twitter:** @solarwinds 19,570 seguidores en Twitter - **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a1765c38bb6352c68352819e76f659e536738a569e70b5125a52a054a2348dc6&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F166039%2F&secure%5Burl_type%5D=linkedin_company_website) 2,824 empleados en LinkedIn® #### Who Uses This Product? - **Who Uses This:** Gerente de TI, Administrador de Sistemas - **Top Industries:** Tecnología de la información y servicios, Atención hospitalaria y sanitaria - **Company Size:** 67% Medium, 23% Large #### What Do G2 Reviewers Say About SolarWinds Service Desk? _AI-generated summary from verified user reviews_ ##### Pros - Los usuarios valoran la **mejorada visibilidad de los tickets y las perspectivas** proporcionadas por SolarWinds Service Desk para la gestión de activos. - Los usuarios valoran el **seguimiento de incidentes y la emisión de tickets integrados** en SolarWinds Service Desk, mejorando la resolución de problemas y la generación de informes. - Los usuarios aprecian la **satisfacción del cliente** con SolarWinds Service Desk por su facilidad de uso y excelente soporte. - Los usuarios valoran los **campos personalizables** en SolarWinds Service Desk, mejorando la gestión del flujo de trabajo para satisfacer sus necesidades únicas. - Los usuarios aprecian la **fácil navegación y las capacidades de edición** en la gestión de incidentes, mejorando la resolución de problemas y la experiencia del usuario. ##### Cons - Los usuarios expresan preocupaciones sobre **información insuficiente** , lo que afecta la gestión de dispositivos y requiere solución de problemas manual para las discrepancias. - Los usuarios sienten que SolarWinds Service Desk es **bastante caro** en comparación con otras soluciones de mesa de ayuda disponibles. - Los usuarios sienten que hay **limitaciones en la personalización** del inventario de activos, lo que dificulta la flexibilidad para las necesidades de las grandes empresas. - Los usuarios expresan preocupaciones sobre las **características limitadas** de SolarWinds Service Desk, indicando una necesidad de más personalizaciones e integraciones. - Los usuarios encuentran que las **características faltantes** en SolarWinds Service Desk limitan su efectividad para las necesidades de grandes empresas. #### What Are Recent G2 Reviews of SolarWinds Service Desk? **["Intuitivo, todo en uno ITSM que agiliza la gestión de tickets y activos"](https://www.g2.com/es/survey_responses/solarwinds-service-desk-review-12748126)** **Rating:** 5.0/5.0 stars _— Lakhan N._ [Read full review](https://www.g2.com/es/survey_responses/solarwinds-service-desk-review-12748126) **["Gestión de Tickets Simplificada, Necesita Mejores Integraciones"](https://www.g2.com/es/survey_responses/solarwinds-service-desk-review-13129315)** **Rating:** 4.5/5.0 stars _— Deborah W._ [Read full review](https://www.g2.com/es/survey_responses/solarwinds-service-desk-review-13129315) #### What Are G2 Users Discussing About SolarWinds Service Desk? - [¿Para qué se utiliza SolarWinds Service Desk?](https://www.g2.com/es/discussions/what-is-solarwinds-service-desk-used-for) - [How does help desk software work?](https://www.g2.com/es/discussions/solarwinds-service-desk-how-does-help-desk-software-work) - [What is remote service desk?](https://www.g2.com/es/discussions/what-is-remote-service-desk) - [What is the purpose of a service desk?](https://www.g2.com/es/discussions/what-is-the-purpose-of-a-service-desk) - [Is SolarWinds service desk on premise?](https://www.g2.com/es/discussions/is-solarwinds-service-desk-on-premise) ### [Harmony](https://www.g2.com/es/products/harmony-2026-03-02/reviews) Harmony es una plataforma de gestión de servicios empresariales con un enfoque en la inteligencia artificial, diseñada para operar de manera autónoma. En su núcleo, Harmony es un agente de asistencia inteligente impulsado por docenas de agentes proactivos y listos para usar, con generación continua de conocimiento y un constructor de flujos de trabajo de IA flexible. Harmony se integra perfectamente con tus herramientas ITSM existentes, permitiéndote comenzar desde donde estás y hacer la transición al sistema completo de registro de Harmony cuando estés listo. Al eliminar la espera, la incertidumbre y el caos operativo, Harmony permite a los equipos de TI ir más allá del soporte reactivo y lograr operaciones verdaderamente autónomas. **Average Rating:** 4.8/5.0 **Total Reviews:** 67 #### How Do G2 Users Rate Harmony? - **¿Ha sido the product un buen socio para hacer negocios?:** 10.0/10 (Category avg: 8.6/10) - **Priorización de tickets:** 10.0/10 (Category avg: 8.7/10) - **Automatice el enrutamiento de tickets:** 10.0/10 (Category avg: 8.8/10) - **Base de conocimientos/integración de tickets:** 8.9/10 (Category avg: 8.3/10) #### Who Is the Company Behind Harmony? - **Vendedor:** [Harmony](https://www.g2.com/es/sellers/harmony-ff273a8e-9d4e-4270-bccd-ce0efef47f7f) - **Sitio web de la empresa:** harmony.io - **Año de fundación:** 2025 - **Ubicación de la sede:** New York, US - **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f7de02c55b7c4abb291e3806f9f8126d67b431b26bf7b050cb0274567fcd375d&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fharmonyio%2F&secure%5Burl_type%5D=linkedin_company_website) 58 empleados en LinkedIn® #### Who Uses This Product? - **Who Uses This:** Gerente de TI - **Top Industries:** Tecnología de la información y servicios, Seguridad de Redes y Computadoras - **Company Size:** 57% Medium, 28% Small #### What Are Recent G2 Reviews of Harmony? **["La mejor automatización de TI que he usado - Transformó completamente nuestras operaciones"](https://www.g2.com/es/survey_responses/harmony-review-12612560)** **Rating:** 5.0/5.0 stars _— Or T._ [Read full review](https://www.g2.com/es/survey_responses/harmony-review-12612560) **["La armonía nos libera de tareas manuales y mejora la experiencia del usuario de TI."](https://www.g2.com/es/survey_responses/harmony-review-12525449)** **Rating:** 5.0/5.0 stars _— Danny F._ [Read full review](https://www.g2.com/es/survey_responses/harmony-review-12525449) ### [SysAid](https://www.g2.com/es/products/sysaid/reviews) SysAid es una plataforma robusta de Gestión de Servicios de TI (ITSM) impulsada por Agentic AI, que automatiza el trabajo repetitivo y que consume tiempo, manteniendo a los equipos atrapados en un modo reactivo. Añadiendo una nueva capa operativa poderosa a TI, los Agentes de IA toman la primera acción, liberando a los equipos de TI para que se concentren en la optimización, la innovación y desafíos mayores. Ponte en marcha en semanas con una rápida incorporación, sin migraciones pesadas ni curvas de aprendizaje pronunciadas. La IA de SysAid está diseñada específicamente para TI, con seguridad y gobernanza integradas. Con nuestro soporte galardonado, estás preparado para el éxito. ITSM gestionado por IA, y tú. **Average Rating:** 4.5/5.0 **Total Reviews:** 718 #### How Do G2 Users Rate SysAid? - **¿Ha sido the product un buen socio para hacer negocios?:** 9.1/10 (Category avg: 8.6/10) - **Priorización de tickets:** 8.9/10 (Category avg: 8.7/10) - **Automatice el enrutamiento de tickets:** 9.0/10 (Category avg: 8.8/10) - **Base de conocimientos/integración de tickets:** 8.5/10 (Category avg: 8.3/10) #### Who Is the Company Behind SysAid? - **Vendedor:** [SysAid](https://www.g2.com/es/sellers/sysaid) - **Sitio web de la empresa:** www.sysaid.com - **Año de fundación:** 2002 - **Ubicación de la sede:** Toronto, Canada - **Twitter:** @sysaid 9,591 seguidores en Twitter - **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=6e57e0684b7352c17bf14e10dc7aeb9f1071d8c107de0bf4a9f28d020b0f8231&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F132666%2F&secure%5Burl_type%5D=linkedin_company_website) 264 empleados en LinkedIn® #### Who Uses This Product? - **Who Uses This:** Gerente de TI, Administrador de sistemas - **Top Industries:** Tecnología de la información y servicios, Atención hospitalaria y sanitaria - **Company Size:** 60% Medium, 30% Large #### What Do G2 Reviewers Say About SysAid? _AI-generated summary from verified user reviews_ ##### Pros - Los usuarios elogian el **soporte al cliente receptivo** de SysAid, mejorando su experiencia y satisfacción general. - Los usuarios valoran la **facilidad de uso** en SysAid, que agiliza la gestión de servicios de TI y aumenta la eficiencia. - Los usuarios elogian las **funciones de automatización** de SysAid, mejorando significativamente los tiempos de respuesta y la eficiencia general. - Los usuarios aprecian la **amplia gama de características** en SysAid, mejorando la productividad y simplificando la gestión de servicios de TI. - Los usuarios valoran la **gestión eficiente de tickets** de SysAid, agilizando los flujos de trabajo y mejorando el seguimiento de activos de manera efectiva. ##### Cons - Los usuarios encuentran que las **funciones faltantes** en SysAid son frustrantes y requieren mucho tiempo para acceder y utilizar de manera efectiva. - Los usuarios notan una **curva de aprendizaje pronunciada** con SysAid, encontrando la configuración y personalización complejas y que consumen mucho tiempo. - Los usuarios encuentran la **interfaz torpe** de SysAid frustrante, destacando la necesidad de simplificación y modernización. - Los usuarios encuentran **opciones de personalización limitadas** frustrantes, ya que las funciones avanzadas y el soporte pueden ser difíciles de navegar. - Los usuarios expresan frustración con el **pobre servicio al cliente** , destacando largos tiempos de respuesta y asistencia poco confiable para resolver problemas. #### What Are Recent G2 Reviews of SysAid? **["SysAid satisface tus necesidades de HelpDesk"](https://www.g2.com/es/survey_responses/sysaid-review-8279742)** **Rating:** 5.0/5.0 stars _— Paul D._ [Read full review](https://www.g2.com/es/survey_responses/sysaid-review-8279742) **["Fuerte experiencia de usuario con margen para mejoras en la documentación para desarrolladores."](https://www.g2.com/es/survey_responses/sysaid-review-12829911)** **Rating:** 4.5/5.0 stars _— Barry Q._ [Read full review](https://www.g2.com/es/survey_responses/sysaid-review-12829911) #### What Are G2 Users Discussing About SysAid? - [¿Para qué se utiliza SysAid?](https://www.g2.com/es/discussions/what-is-sysaid-used-for) - 1 comment - [¿Cómo actualizo mi SysAid?](https://www.g2.com/es/discussions/how-do-i-upgrade-my-sysaid) - 1 comment - [¿Por qué elegiste el programa de gestión de servicios?](https://www.g2.com/es/discussions/why-did-you-choose-service-management-program) - 1 comment - [How much are Sysaids?](https://www.g2.com/es/discussions/how-much-are-sysaids) - [Are Sysaids free?](https://www.g2.com/es/discussions/are-sysaids-free) - 1 comment ### [Splashtop Remote Support](https://www.g2.com/es/products/splashtop-inc-splashtop-remote-support/reviews) Splashtop Remote Support es una solución integral para mesas de ayuda y equipos de TI que combina soporte remoto, gestión de endpoints y seguridad. Ofrece acceso asistido y no asistido multiplataforma, herramientas de solución de problemas eficientes y capacidades de gestión automatizada de endpoints. Splashtop Autonomous Endpoint Management (AEM) es una solución de gestión de endpoints liderada por la automatización que ayuda a los equipos de TI a agilizar las actualizaciones de software, mejorar la postura de seguridad y reducir las cargas de trabajo manuales. Con parches en tiempo real para sistemas operativos y software de terceros, soporte multiplataforma, paneles de control, informes de inventario y herramientas de remediación rápida, AEM puede ser utilizado por equipos de TI para mantenerse seguros, en cumplimiento y eficientes. Las características de Splashtop Remote Support incluyen: - Acceso rápido a demanda a Windows, Mac, iOS y Android - Acceso no asistido en cualquier momento a computadoras Windows, Mac, Android y Linux en SOS+10 e Ilimitado - Alto rendimiento - Seguridad robusta - Compartición de pantalla para colaboración - Ver pantallas de iOS de forma remota en tiempo real - Transferencia de archivos - Reinicio remoto y reconexión - Complemento de Gestión de Endpoints: • Automatizar el parcheo para sistemas operativos, aplicaciones de terceros y personalizadas • Complementar Intune y otros MDMs con parcheo en tiempo real, scripting y remediación • Detectar y priorizar vulnerabilidades utilizando información de amenazas basada en IA y CVE • Rastrear y gestionar el inventario de hardware y software en todos los endpoints • Monitorear endpoints y resolver problemas proactivamente - Integración SSO / SAML - Flujo de trabajo avanzado de mesa de servicio - Agrupación de usuarios y computadoras - Grabación de sesiones - Llamada de voz en sesión - Complemento de Antivirus (Bitdefender) - Marca personalizada - Gestión de usuarios - Integración con herramientas PSA - Integración con ServiceNow - Chat - Gestión de usuarios - Marca personalizada - Licenciado por técnico ¡Comienza con una prueba gratuita! https://www.splashtop.com/products/remote-support **Average Rating:** 4.7/5.0 **Total Reviews:** 265 #### How Do G2 Users Rate Splashtop Remote Support? - **¿Ha sido the product un buen socio para hacer negocios?:** 9.5/10 (Category avg: 8.6/10) - **Priorización de tickets:** 6.6/10 (Category avg: 8.7/10) - **Automatice el enrutamiento de tickets:** 9.2/10 (Category avg: 8.8/10) - **Base de conocimientos/integración de tickets:** 9.2/10 (Category avg: 8.3/10) #### Who Is the Company Behind Splashtop Remote Support? - **Vendedor:** [Splashtop Inc.](https://www.g2.com/es/sellers/splashtop-inc) - **Sitio web de la empresa:** www.splashtop.com - **Año de fundación:** 2006 - **Ubicación de la sede:** Cupertino, CA - **Twitter:** @splashtop 5,216 seguidores en Twitter - **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a42e535944fbf3b5bef3f7abc1304e4e8cd5d2619b6979f332b3ef1460197940&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1944335%2F&secure%5Burl_type%5D=linkedin_company_website) 353 empleados en LinkedIn® #### Who Uses This Product? - **Who Uses This:** Propietario, Gerente de TI - **Top Industries:** Tecnología de la información y servicios, Seguridad de Redes y Computadoras - **Company Size:** 57% Small, 36% Medium #### What Do G2 Reviewers Say About Splashtop Remote Support? _AI-generated summary from verified user reviews_ ##### Pros - Los usuarios aprecian la **facilidad de uso** de Splashtop Remote Support, encontrándolo directo y sencillo de implementar. - Los usuarios valoran el **acceso remoto sin interrupciones** de Splashtop, apreciando su simplicidad y fiabilidad en todos los dispositivos. - Los usuarios aprecian el **soporte remoto rápido y estable** de Splashtop, lo que permite un acceso sin interrupciones a los dispositivos de los clientes. - Los usuarios aprecian la **facilidad de uso** de Splashtop Remote Support, haciendo que el acceso remoto sea una experiencia simplificada. - Los usuarios aprecian el **acceso remoto confiable y rápido** de Splashtop Remote Support, lo que permite una solución de problemas eficiente sin interrupciones. ##### Cons - Los usuarios enfrentan **problemas de acceso remoto** con Splashtop, experimentando desconexiones y problemas con las reconexiones durante las sesiones. - Los usuarios encuentran que las **funciones faltantes** de Splashtop Remote Support limitan su funcionalidad, obstaculizando las operaciones optimizadas para los técnicos. - Los usuarios enfrentan **problemas de acceso** con Splashtop debido a posibles conflictos con programas oscuros y autenticación no intuitiva. - Los usuarios experimentan ocasionalmente **problemas de conectividad** , incluyendo retrasos en la reconexión y dificultades para conectarse a las computadoras de los clientes. - Los usuarios experimentan **problemas de inicio de sesión** con Splashtop, como verificaciones de correo electrónico frecuentes y limitaciones en el inicio de sesión con múltiples cuentas. #### What Are Recent G2 Reviews of Splashtop Remote Support? **["Acceso remoto confiable y seguro que se siente como si estuvieras allí"](https://www.g2.com/es/survey_responses/splashtop-remote-support-review-12999341)** **Rating:** 5.0/5.0 stars _— Tyler V._ [Read full review](https://www.g2.com/es/survey_responses/splashtop-remote-support-review-12999341) **["Splashtop asequible y rico en funciones con soporte que escucha"](https://www.g2.com/es/survey_responses/splashtop-remote-support-review-13000758)** **Rating:** 5.0/5.0 stars _— Randall C._ [Read full review](https://www.g2.com/es/survey_responses/splashtop-remote-support-review-13000758) #### What Are G2 Users Discussing About Splashtop Remote Support? - [¿Para qué se utiliza Splashtop SOS?](https://www.g2.com/es/discussions/what-is-splashtop-sos-used-for) ### [LogMeIn Resolve](https://www.g2.com/es/products/logmein-resolve/reviews) LogMeIn Resolve es una plataforma de gestión unificada de endpoints (UEM) que ayuda a los equipos de TI y a los proveedores de servicios gestionados (MSP) a gestionar, asegurar y dar soporte de manera centralizada a todos los dispositivos de su organización, desde una única consola inteligente, sin la complejidad de herramientas desconectadas. Diseñado para profesionales de TI que enfrentan una creciente diversidad de dispositivos, demandas de seguridad en aumento y una presión constante para hacer más con menos, Resolve combina la gestión proactiva de endpoints con la automatización impulsada por IA para cambiar el enfoque de TI de la lucha constante contra incendios a un soporte predictivo y orientado a resultados. Ya sea gestionando un entorno SMB reducido o una operación MSP multiinquilino, Resolve se adapta a tu equipo y a tus flujos de trabajo. Construido sobre una arquitectura de seguridad de confianza cero, Resolve verifica cada identidad, dispositivo y acción antes de que se otorgue acceso, haciendo que la seguridad de nivel empresarial sea un estándar incorporado, no una idea de último momento. Las capacidades clave incluyen: -Monitoreo y gestión remota (RMM): La gestión automatizada de parches, alertas de TI y el mantenimiento programado en segundo plano mantienen los endpoints saludables y en cumplimiento sin intervención del técnico ni interrupción del usuario final. -Gestión de dispositivos móviles (MDM): Hacer cumplir políticas de seguridad, controles de aplicaciones y capacidades de bloqueo/borrado remoto en entornos iOS, Android y BYOD para minimizar la exposición de datos. -Automatización y reportes impulsados por IA: Automatización sin código, scripts generados por IA, reportes de flota bajo demanda y un Técnico Virtual de IA manejan tareas repetitivas para que los técnicos puedan centrarse en trabajos de mayor impacto. -Helpdesk integrado y gestión del conocimiento: Clasificación de tickets impulsada por IA, creación automatizada de artículos de base de conocimiento y resúmenes de sesiones capturan el conocimiento institucional y aceleran el tiempo de resolución. -Gestión de activos: Descubrimiento de software en tiempo real, seguimiento de licencias, monitoreo del ciclo de vida y correlación de activos a tickets brindan a TI visibilidad completa en su entorno. -Soporte remoto multiplataforma: Acceso y control sin interrupciones a través de Windows, macOS, iOS, Android y Chrome OS desde una única consola. Resolve se integra con las herramientas en las que los equipos de TI ya confían, incluyendo Microsoft Teams, Microsoft Intune, ServiceNow, Acronis, SentinelOne, Jira Service Desk, ConnectWise PSA, HaloPSA, Logitech y más, reduciendo la complejidad del stack y optimizando los flujos de trabajo de extremo a extremo. **Average Rating:** 4.3/5.0 **Total Reviews:** 467 #### How Do G2 Users Rate LogMeIn Resolve? - **¿Ha sido the product un buen socio para hacer negocios?:** 8.7/10 (Category avg: 8.6/10) - **Priorización de tickets:** 8.2/10 (Category avg: 8.7/10) - **Automatice el enrutamiento de tickets:** 8.5/10 (Category avg: 8.8/10) - **Base de conocimientos/integración de tickets:** 8.1/10 (Category avg: 8.3/10) #### Who Is the Company Behind LogMeIn Resolve? - **Vendedor:** [GoTo](https://www.g2.com/es/sellers/goto-e9cfa0d5-5de0-41fa-9bc6-a0e0ce54cb86) - **Sitio web de la empresa:** www.goto.com - **Año de fundación:** 2003 - **Ubicación de la sede:** Boston, MA - **Twitter:** @goto 41,211 seguidores en Twitter - **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c36bce21331780a56ed18c4420c1c18d88af55b922dce06cdc8cff0c4ec83019&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F37788%2F&secure%5Burl_type%5D=linkedin_company_website) 993 empleados en LinkedIn® #### Who Uses This Product? - **Who Uses This:** Gerente de TI, Director de TI - **Top Industries:** Tecnología de la información y servicios, Software de Computadora - **Company Size:** 43% Medium, 36% Small #### What Do G2 Reviewers Say About LogMeIn Resolve? _AI-generated summary from verified user reviews_ ##### Pros - Los usuarios encuentran que LogMeIn Resolve es **muy fácil de usar** , facilitando conexiones fluidas con clientes a través de múltiples plataformas. - A los usuarios les encanta el **control remoto fácil** de LogMeIn Resolve, que permite un acceso sin interrupciones para un soporte técnico efectivo en cualquier momento y lugar. - A los usuarios les encanta la **facilidad de acceso remoto** con LogMeIn Resolve, facilitando un soporte técnico eficiente a través de varias plataformas. - Los usuarios valoran la **conveniencia y efectividad** de LogMeIn Resolve para un soporte remoto eficiente y flujos de trabajo de HelpDesk sin problemas. - Los usuarios elogian el **soporte al cliente activo y auténtico** de LogMeIn Resolve, mejorando las experiencias de asistencia remota. ##### Cons - Los usuarios enfrentan **problemas de acceso remoto** con caídas de conexión y limitaciones en funciones como la impresión de documentos de forma remota. - Los usuarios encuentran que LogMeIn Resolve es **caro** en comparación con las alternativas, especialmente con las funciones limitadas en la versión gratuita. - Los usuarios experimentan **rendimiento lento** durante un uso intensivo, lo que lleva a retrasos en las videollamadas y transferencias de archivos. - Los usuarios experimentan **problemas técnicos** en Mac, lo que lo hace desafiante, especialmente bajo condiciones de alta carga. - Los usuarios experimentan **problemas de conexión** con LogMeIn Resolve, causando retrasos ocasionales y afectando el rendimiento durante el uso. #### What Are Recent G2 Reviews of LogMeIn Resolve? **["Conjunto de herramientas sólido para MSP con margen para mejorar la incorporación a gran escala."](https://www.g2.com/es/survey_responses/logmein-resolve-review-12873985)** **Rating:** 4.0/5.0 stars _— Steve K._ [Read full review](https://www.g2.com/es/survey_responses/logmein-resolve-review-12873985) **["Solución de TI centralizada con características robustas"](https://www.g2.com/es/survey_responses/logmein-resolve-review-9611674)** **Rating:** 4.5/5.0 stars _— Ruban B._ [Read full review](https://www.g2.com/es/survey_responses/logmein-resolve-review-9611674) #### What Are G2 Users Discussing About LogMeIn Resolve? - [¿Cuánto cuesta LogMeIn Resolve?](https://www.g2.com/es/discussions/how-much-does-logmein-resolve-cost) - [¿Cómo uso LogMeIn Resolve de forma remota?](https://www.g2.com/es/discussions/how-do-i-use-logmein-resolve-remote) - 1 comment - [¿Qué es el soporte remoto LogMeIn Resolve?](https://www.g2.com/es/discussions/what-is-logmein-resolve-remote-support) - [¿Es legítimo LogMeIn Resolve?](https://www.g2.com/es/discussions/is-logmein-resolve-legitimate) - 3 comments ### [Helpdesk 365](https://www.g2.com/es/products/helpdesk-365/reviews) Helpdesk 365 es un software de asistencia técnica confiable impulsado por IA, diseñado para simplificar las operaciones de soporte interno y aumentar la productividad del equipo. Diseñado para empresas que utilizan Microsoft 365, se integra perfectamente con Microsoft Teams, Outlook, SharePoint, Power BI y Power Automate, y con MS Copilot incorporado para que los usuarios puedan gestionar tickets sin salir del flujo de trabajo existente. Este versátil sistema de gestión de tickets de TI admite múltiples buzones de correo departamentales, se integra con herramientas de gestión de activos, bloquea correos electrónicos y dominios de spam, y está disponible en 10 idiomas. Los empleados pueden realizar solicitudes directamente a través de Microsoft Forms, facilitando la captura y seguimiento de cada necesidad de soporte. Los resúmenes de tickets impulsados por IA, el enrutamiento inteligente y los flujos de trabajo automatizados ayudan a los agentes a resolver problemas más rápido. El seguimiento de SLA, las notificaciones en tiempo real y un portal de autoservicio con una base de conocimientos buscable reducen las consultas repetitivas y mejoran la satisfacción de los empleados. Ya sea para soporte de TI, equipos de recursos humanos o servicio al cliente, Helpdesk 365 ofrece todo lo que las empresas necesitan en una plataforma de software de asistencia técnica. Los análisis avanzados y los informes proporcionan información procesable sobre tendencias de tickets, tiempos de resolución y conversiones de correo electrónico a ticket, permitiendo decisiones basadas en datos que mejoran la calidad del servicio. Construido sobre el ecosistema seguro de Microsoft, Helpdesk 365 ofrece seguridad de nivel empresarial con cifrado de datos, acceso basado en roles y cumplimiento con los estándares de Microsoft 365, asegurando que la información sensible permanezca protegida mientras permite una colaboración fluida entre departamentos. Con su configuración de flujo de trabajo sin código, Helpdesk 365 es fácil de adaptar para organizaciones de cualquier tamaño, ayudando a los equipos a ahorrar tiempo, reducir costos y ofrecer una experiencia de soporte más rápida y confiable. **Average Rating:** 4.7/5.0 **Total Reviews:** 248 #### How Do G2 Users Rate Helpdesk 365? - **¿Ha sido the product un buen socio para hacer negocios?:** 9.3/10 (Category avg: 8.6/10) - **Priorización de tickets:** 9.3/10 (Category avg: 8.7/10) - **Automatice el enrutamiento de tickets:** 8.9/10 (Category avg: 8.8/10) - **Base de conocimientos/integración de tickets:** 9.0/10 (Category avg: 8.3/10) #### Who Is the Company Behind Helpdesk 365? - **Vendedor:** [CubicLogics](https://www.g2.com/es/sellers/cubiclogics) - **Sitio web de la empresa:** www.apps365.com - **Año de fundación:** 2015 - **Ubicación de la sede:** Wilmington, US - **Twitter:** @cubiclogics 17 seguidores en Twitter - **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=aaec705ffd6bb8ec4410b225e466c46df612b8ccc5e6872fbea01403809a70b8&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcubiclogics%2F&secure%5Burl_type%5D=linkedin_company_website) 133 empleados en LinkedIn® #### Who Uses This Product? - **Who Uses This:** Gerente de TI - **Top Industries:** Seguros, Seguridad de Redes y Computadoras - **Company Size:** 48% Medium, 8% Large #### What Do G2 Reviewers Say About Helpdesk 365? _AI-generated summary from verified user reviews_ ##### Pros - Los usuarios elogian la **facilidad de uso** de Helpdesk 365, permitiendo una configuración rápida y un seguimiento eficiente con mínima experiencia. - Los usuarios elogian el **soporte al cliente receptivo** de Helpdesk 365, mejorando la satisfacción general y la experiencia del usuario. - Los usuarios encuentran que Helpdesk 365 es una **herramienta útil** que satisface sus necesidades y simplifica los flujos de trabajo de integración y aprobación. - Los usuarios elogian la **integración perfecta** de Helpdesk 365 con O365, mejorando el flujo de trabajo y proporcionando un excelente soporte al cliente. - Los usuarios aprecian las capacidades de **organización y monitoreo** de Helpdesk 365, mejorando la eficiencia del equipo en la gestión de tickets. ##### Cons - Los usuarios experimentan **rendimiento lento** con Helpdesk 365, a menudo requiriendo soporte para la configuración y mejoras en el flujo de trabajo. - Los usuarios encuentran el **configuración compleja** desafiante, a menudo necesitando apoyo y enfrentando procesos de configuración lentos y manuales. - Los usuarios han informado de **problemas de rendimiento** , incluyendo tiempos de carga lentos y una interfaz torpe que interrumpe el flujo de trabajo. - Los usuarios indican la necesidad de **mejoras en el rendimiento** , citando tiempos de carga lentos y una experiencia torpe con Helpdesk 365. - Los usuarios experimentan **errores ocasionales** con Helpdesk 365, sin embargo, el soporte ofrece asistencia rápida y soluciones. #### What Are Recent G2 Reviews of Helpdesk 365? **["Mantener a todos informados durante todo el ciclo de vida del ticket"](https://www.g2.com/es/survey_responses/helpdesk-365-review-13035757)** **Rating:** 5.0/5.0 stars _— Hannah F._ [Read full review](https://www.g2.com/es/survey_responses/helpdesk-365-review-13035757) **["Altamente personalizable y supera nuestras necesidades"](https://www.g2.com/es/survey_responses/helpdesk-365-review-12775098)** **Rating:** 5.0/5.0 stars _— Alan M._ [Read full review](https://www.g2.com/es/survey_responses/helpdesk-365-review-12775098) #### What Are G2 Users Discussing About Helpdesk 365? - [¿Para qué se utiliza HR365 - Helpdesk?](https://www.g2.com/es/discussions/what-is-hr365-helpdesk-used-for) - 1 comment ### [Milvus TI](https://www.g2.com/es/products/milvus-ti/reviews) Milvus es una plataforma completa de gestión de atención, relación con clientes y activos de TI, desarrollada para empresas que buscan centralizar procesos, aumentar la eficiencia operativa y mejorar la experiencia del cliente. La solución reúne en un único entorno recursos de Help Desk, gestión de tickets, inventario de TI, atención multicanal (correo electrónico, chat, WhatsApp y otros) y automatización de procesos, permitiendo mayor control, visibilidad y estandarización de las operaciones de soporte y atención. Con enfoque en simplicidad, escalabilidad e integración, Milvus se conecta fácilmente a herramientas de CRM, marketing y ventas, ayudando a los equipos a tomar decisiones basadas en datos y a seguir indicadores en tiempo real. Es ideal para empresas de diferentes tamaños que desean profesionalizar el soporte, organizar activos tecnológicos y fortalecer la relación con sus clientes. **Average Rating:** 4.8/5.0 **Total Reviews:** 132 #### How Do G2 Users Rate Milvus TI? - **¿Ha sido the product un buen socio para hacer negocios?:** 9.4/10 (Category avg: 8.6/10) - **Priorización de tickets:** 10.0/10 (Category avg: 8.7/10) - **Automatice el enrutamiento de tickets:** 10.0/10 (Category avg: 8.8/10) - **Base de conocimientos/integración de tickets:** 10.0/10 (Category avg: 8.3/10) #### Who Is the Company Behind Milvus TI? - **Vendedor:** [Milvus](https://www.g2.com/es/sellers/milvus) - **Ubicación de la sede:** São Caetano do Sul, BR - **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b5207e3e565cbf695d644e8785c6511fd183ee9cd09a9a94b41005eeeae290bf&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fmilvusbr%2F&secure%5Burl_type%5D=linkedin_company_website) 72 empleados en LinkedIn® #### Who Uses This Product? - **Who Uses This:** Support Analyst, IT Analyst - **Top Industries:** Tecnología de la información y servicios, Redes de Computadoras - **Company Size:** 45% Small, 42% Medium #### What Do G2 Reviewers Say About Milvus TI? _AI-generated summary from verified user reviews_ ##### Pros - Los usuarios aprecian la **eficiente automatización e integración** de Milvus TI, agilizando las operaciones y mejorando la productividad. - Los usuarios valoran las **funciones de automatización** de Milvus TI, reduciendo significativamente las tareas manuales y mejorando la eficiencia operativa. - Los usuarios elogian la **eficiencia** de Milvus TI, destacando su automatización y operaciones optimizadas para las tareas diarias. - Los usuarios valoran la **eficiencia de gestión** de Milvus TI, especialmente para automatizar tareas y organizar operaciones sin problemas. - Los usuarios se benefician de la **integración de WhatsApp** que automatiza la gestión de tickets, agiliza las operaciones y reduce las tareas manuales. ##### Cons - Los usuarios a menudo enfrentan **problemas de conexión** con Milvus TI, especialmente en hardware más antiguo, lo que lleva a un rendimiento lento. - Los usuarios encuentran que los **problemas de rendimiento** del agente de acceso remoto pueden llevar a conexiones lentas en hardware más antiguo. - Los usuarios encuentran Milvus TI inicialmente **complejo** , especialmente si carecen de familiaridad con el uso de filtros. - Los usuarios experimentan **problemas de latencia** en hardware más antiguo, lo que lleva a una conexión lenta que afecta significativamente el rendimiento. - Los usuarios encuentran la **curva de aprendizaje desafiante** al principio, pero es una herramienta poderosa una vez dominada. #### What Are Recent G2 Reviews of Milvus TI? **["Sistema intuitivo con inventario, atención y tickets completos, buena relación calidad-precio"](https://www.g2.com/es/survey_responses/milvus-ti-review-12376802)** **Rating:** 4.0/5.0 stars _— Gabriel M._ [Read full review](https://www.g2.com/es/survey_responses/milvus-ti-review-12376802) **["Dashboards estratégicos que elevan la gestión del soporte en tiempo real"](https://www.g2.com/es/survey_responses/milvus-ti-review-12378087)** **Rating:** 5.0/5.0 stars _— Pytter S._ [Read full review](https://www.g2.com/es/survey_responses/milvus-ti-review-12378087) ### [Alloy Navigator](https://www.g2.com/es/products/alloy-navigator/reviews) Alloy Navigator es una solución de gestión de servicios y activos de TI impulsada por IA que permite a organizaciones de todos los tamaños gestionar sus operaciones de TI. Esta solución ofrece capacidades de mesa de ayuda, inventario de red y base de conocimientos totalmente integradas, además de estándares ITIL como la gestión de cambios y configuraciones. Navigator crea relaciones automáticamente entre datos significativos mientras proporciona una vista completa de los componentes de la infraestructura de TI. El servicio de mesa de Alloy Navigator gestiona tickets, activos, incidentes, cambios, órdenes de trabajo y más dentro de una única interfaz. El motor de gestión de flujos de trabajo dentro de Alloy Navigator permite a los usuarios diseñar procesos de TI personalizados. Estos pueden ser modificados para satisfacer las necesidades específicas del negocio y del personal e incluso pueden incluir pasos impulsados por IA. La solución también ofrece un portal web en línea, un portal de autoservicio para usuarios finales y aplicaciones móviles para técnicos y usuarios finales. El Portal de Autoservicio está equipado con un Asistente de IA para resolver preguntas rutinarias de los usuarios finales, liberando al equipo de TI para enfrentar desafíos mayores. Alloy Navigator ofrece a los usuarios la capacidad de auditar con un solo clic toda su red, realizar un inventario físico con un escáner de códigos de barras y asegurar el cumplimiento en la licencia de software. Los usuarios finales y los administradores también tienen acceso a paneles interactivos, informes programados y vistas en tiempo real para un análisis oportuno. **Average Rating:** 4.8/5.0 **Total Reviews:** 119 #### How Do G2 Users Rate Alloy Navigator? - **¿Ha sido the product un buen socio para hacer negocios?:** 9.1/10 (Category avg: 8.6/10) - **Priorización de tickets:** 9.2/10 (Category avg: 8.7/10) - **Automatice el enrutamiento de tickets:** 8.8/10 (Category avg: 8.8/10) - **Base de conocimientos/integración de tickets:** 8.6/10 (Category avg: 8.3/10) #### Who Is the Company Behind Alloy Navigator? - **Vendedor:** [Alloy Software](https://www.g2.com/es/sellers/alloy-software) - **Año de fundación:** 2002 - **Ubicación de la sede:** Bloomfield, NJ - **Twitter:** @AlloySoftware 466 seguidores en Twitter - **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=553d846486121a58a482c16624d91c45554f928e74b611a441abcb4781929c4b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Falloy-software%2F&secure%5Burl_type%5D=linkedin_company_website) 16 empleados en LinkedIn® #### Who Uses This Product? - **Top Industries:** Tecnología de la información y servicios, Marketing y publicidad - **Company Size:** 76% Small, 32% Medium #### What Do G2 Reviewers Say About Alloy Navigator? _AI-generated summary from verified user reviews_ ##### Pros - Los usuarios valoran la **función de descubrimiento de activos** de Alloy Navigator por su capacidad para mantener los dispositivos de la red actualizados sin esfuerzo. - Los usuarios encuentran que la **facilidad de uso** de Alloy Navigator mejora la eficiencia, agilizando la gestión de tickets y la automatización del flujo de trabajo sin esfuerzo. - Los usuarios valoran la **gestión integrada de tickets y activos** de Alloy Navigator, que agiliza el soporte y mejora la eficiencia del flujo de trabajo. - Los usuarios valoran la **gestión de tickets integrada** de Alloy Navigator, mejorando la visibilidad y simplificando los flujos de trabajo para los equipos de soporte. - Los usuarios valoran las **capacidades de automatización** de Alloy Navigator, agilizando los flujos de trabajo entre departamentos y ahorrando tiempo. ##### Cons - Los usuarios encuentran la **curva de aprendizaje empinada** , requiriendo capacitación adicional para los nuevos empleados y mejores recursos de incorporación. - Los usuarios encuentran el **configuración compleja** de Alloy Navigator desafiante, requiriendo capacitación adicional y experimentación para un uso efectivo. - Los usuarios encuentran la plataforma **limitada en personalización** , lo que la hace menos adaptable para la colaboración creativa y necesidades específicas. - Los usuarios encuentran la **dificultad de configuración** desafiante inicialmente, requiriendo un esfuerzo significativo y capacitación para configurarlo sin problemas. - Los usuarios encuentran que el **diseño deficiente de la interfaz** dificulta la usabilidad y complica la incorporación de nuevos empleados. #### What Are Recent G2 Reviews of Alloy Navigator? **["Inventario de Activos que Reemplazó Nuestros Hojas de Cálculo"](https://www.g2.com/es/survey_responses/alloy-navigator-review-13133856)** **Rating:** 5.0/5.0 stars _— Yamal I._ [Read full review](https://www.g2.com/es/survey_responses/alloy-navigator-review-13133856) **["Seguimiento de activos de extremo a extremo y gestión más inteligente de licencias"](https://www.g2.com/es/survey_responses/alloy-navigator-review-13263969)** **Rating:** 5.0/5.0 stars _— Saran G._ [Read full review](https://www.g2.com/es/survey_responses/alloy-navigator-review-13263969) #### What Are G2 Users Discussing About Alloy Navigator? - [What is the use of Alloy Navigator?](https://www.g2.com/es/discussions/what-is-the-use-of-alloy-navigator) - [What is Alloy in Software?](https://www.g2.com/es/discussions/what-is-alloy-in-software) - [What is Alloy Navigator?](https://www.g2.com/es/discussions/what-is-alloy-navigator) ### [LogMeIn Rescue](https://www.g2.com/es/products/logmein-rescue/reviews) LogMeIn Rescue es una plataforma de soporte remoto empresarial que permite a los equipos de TI y a las organizaciones de atención al cliente ofrecer soporte técnico rápido, seguro y confiable a empleados, clientes y dispositivos remotos desde una solución única y escalable. Diseñado para momentos en los que el fracaso no es una opción, Rescue combina seguridad diseñada específicamente, rendimiento comprobado e inteligencia artificial práctica para ayudar a los equipos de soporte a resolver problemas de manera rápida y segura, sin comprometer el control, el cumplimiento o la experiencia del usuario final. Rescue es utilizado tanto por pequeños centros de ayuda como por las mayores empresas globales, incluidas organizaciones en industrias reguladas como finanzas, salud y el sector público. Ya sea apoyando a equipos internos de TI o a equipos de atención al cliente externos, Rescue se adapta a su entorno, sus flujos de trabajo y su escala. Las capacidades clave incluyen: -Seguridad de nivel empresarial: Más de 40 permisos y controles granulares, registros de auditoría de sesiones, restricciones de acceso basadas en IP y dispositivos, sincronización SSO/AD y políticas de almacenamiento de datos, diseñadas específicamente para cumplir con los requisitos de cumplimiento y gobernanza. -Conexiones rápidas y confiables: Las sesiones se conectan en aproximadamente 20 segundos o menos, respaldadas por un tiempo de actividad del 99.99%, más de 5 mil millones de sesiones remotas y más de 20 años de rendimiento empresarial comprobado. -Opciones de soporte flexibles: Más de 12 métodos de conexión, incluyendo código PIN, tarjeta de llamada, enlace web y chat en vivo, minimizando la fricción del usuario a través de plataformas y dispositivos. -IA práctica: Diagnósticos impulsados por IA, resúmenes de sesiones, creación de scripts y análisis de errores ayudan a los técnicos a resolver problemas más rápido y documentar de manera más consistente. -Integraciones inteligentes: Conectores preconstruidos para ServiceNow, Nexthink, Salesforce y más, además de APIs robustas que alinean Rescue con las herramientas y flujos de trabajo donde el soporte ya existe. -Soporte multiplataforma: Soporte para dispositivos en Windows, Mac, iOS, Android, Linux y Chromebook. Rescue es confiado por equipos de soporte que necesitan una solución segura por diseño, operativamente confiable y lista para evolucionar con las demandas del soporte empresarial impulsado por IA. **Average Rating:** 4.6/5.0 **Total Reviews:** 197 #### How Do G2 Users Rate LogMeIn Rescue? - **¿Ha sido the product un buen socio para hacer negocios?:** 9.0/10 (Category avg: 8.6/10) - **Priorización de tickets:** 8.8/10 (Category avg: 8.7/10) - **Automatice el enrutamiento de tickets:** 8.7/10 (Category avg: 8.8/10) - **Base de conocimientos/integración de tickets:** 8.6/10 (Category avg: 8.3/10) #### Who Is the Company Behind LogMeIn Rescue? - **Vendedor:** [GoTo](https://www.g2.com/es/sellers/goto-e9cfa0d5-5de0-41fa-9bc6-a0e0ce54cb86) - **Sitio web de la empresa:** www.goto.com - **Año de fundación:** 2003 - **Ubicación de la sede:** Boston, MA - **Twitter:** @goto 41,211 seguidores en Twitter - **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c36bce21331780a56ed18c4420c1c18d88af55b922dce06cdc8cff0c4ec83019&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F37788%2F&secure%5Burl_type%5D=linkedin_company_website) 993 empleados en LinkedIn® #### Who Uses This Product? - **Who Uses This:** Propietario - **Top Industries:** Tecnología de la información y servicios, Software de Computadora - **Company Size:** 38% Medium, 34% Small #### What Do G2 Reviewers Say About LogMeIn Rescue? _AI-generated summary from verified user reviews_ ##### Pros - Los usuarios encuentran LogMeIn Rescue **extremadamente fácil de usar** , permitiendo un acceso remoto sin problemas y la resolución de problemas. - Los usuarios aprecian las **capacidades de acceso remoto simples y efectivas** de LogMeIn Rescue para un soporte sin interrupciones. - Los usuarios valoran la **asistencia remota simple y efectiva** de LogMeIn Rescue, facilitando un soporte de TI sin esfuerzo desde cualquier lugar. - Los usuarios aprecian la **facilidad de control remoto** , lo que permite un soporte efectivo y la resolución de problemas desde cualquier lugar. - Los usuarios aprecian el **excelente soporte al cliente** proporcionado por LogMeIn Rescue, lo que permite una resolución efectiva de problemas. ##### Cons - Los usuarios encuentran que LogMeIn Rescue es **caro** en relación con sus características, careciendo de versatilidad en comparación con otras opciones. - Los usuarios encuentran **limitaciones de funciones** en LogMeIn Rescue, sintiendo que carece de valor y estabilidad en comparación con los competidores. - Los usuarios encuentran que las **funciones limitadas** de LogMeIn Rescue son inadecuadas para el precio en comparación con otras opciones de software remoto. - Los usuarios enfrentan **problemas de emisión de boletos** con LogMeIn Rescue, experimentando un soporte poco útil y frustraciones en la gestión de cuentas. - Los usuarios informan de **fallos frecuentes de la aplicación** y soporte inadecuado, lo que complica la gestión de cuentas en múltiples plataformas. #### What Are Recent G2 Reviews of LogMeIn Rescue? **["Fácil de usar con conexión sin interrupciones y excelentes funciones de compartir pantalla"](https://www.g2.com/es/survey_responses/logmein-rescue-review-12937006)** **Rating:** 5.0/5.0 stars _— MOBOLAJI O._ [Read full review](https://www.g2.com/es/survey_responses/logmein-rescue-review-12937006) **["Soporte remoto sin esfuerzo con seguridad estelar"](https://www.g2.com/es/survey_responses/logmein-rescue-review-12760322)** **Rating:** 4.5/5.0 stars _— Reena S._ [Read full review](https://www.g2.com/es/survey_responses/logmein-rescue-review-12760322) #### What Are G2 Users Discussing About LogMeIn Rescue? - [¿Para qué se utiliza Rescue?](https://www.g2.com/es/discussions/what-is-rescue-used-for) - ‹ Prev ‹ Prev - 1 - [2](/categories/service-desk?order=g2_score&page=2#product-list) - [3](/categories/service-desk?order=g2_score&page=3#product-list) - [4](/categories/service-desk?order=g2_score&page=4#product-list) - [5](/categories/service-desk?order=g2_score&page=5#product-list) - … - [9](/categories/service-desk?order=g2_score&page=9#product-list) - [10](/categories/service-desk?order=g2_score&page=10#product-list) - [Next › Next ›](/categories/service-desk?order=g2_score&page=2#product-list) Spotlight Categories [Environmental Health and Safety Software](https://www.g2.com/categories/environmental-health-and-safety) [Third Party & Supplier Risk Management Software](https://www.g2.com/categories/third-party-supplier-risk-management) [Sales Performance Management Software](https://www.g2.com/categories/sales-performance-management) [E-commerce Fraud Protection Software](https://www.g2.com/categories/e-commerce-fraud-protection) [AI Sales Assistant Software](https://www.g2.com/categories/ai-sales-assistant) Similar Categories - [Application Portfolio Management](/categories/application-portfolio-management) - [Auto Scaling](/categories/auto-scaling) - [Cloud Cost Management](/categories/cloud-cost-management) - [Cloud Management Platforms](/categories/cloud-management-platforms) - [Cloud Migration Assessment Tools](/categories/cloud-migration-assessment-tools) - [Columnar Databases](/categories/columnar-databases) - [Data as a Service (DaaS)](/categories/data-as-a-service-daas) - [Data Destruction](/categories/data-destruction) - [Data Extraction](/categories/data-extraction-tools) - [Data Governance](/categories/data-governance-tools) - [Data Observability](/categories/data-observability) - [Data Recovery](/categories/data-recovery) - [Digital Employee Experience (DEX) Management](/categories/digital-employee-experience-dex-management) - [Digital Experience Monitoring (DEM)](/categories/digital-experience-monitoring-dem) - [Digital Governance](/categories/digital-governance) [Browse Service Desk Themes](/categories/service-desk/themes) ![Tian Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tian Lin") TL Researched and written by [Tian Lin](https://research.g2.com/insights/author/tian-lin) Updated April 10, 2026 Service desk software provides a ticketing platform for internal IT service management, serving as the single point of contact (SPOC) for employees to submit IT inquiries and receive support from the IT department, while offering tools for asset management, knowledge management, and change management. ### Core Capabilities of Service Desk Software To qualify for inclusion in the Service Desk category, a product must: - Provide an internal ticketing system for IT department inquiries - Utilize a portal for employees to submit questions, issues, or requests - Offer a knowledge base for employee self-service - Record the IT assets in use by a company and any changes in asset status that occur ### Common Use Cases for Service Desk Software IT departments use [service desk software](https://learn.g2.com/best-service-desk-software) to stay organized and efficiently respond to employee technology needs. Common use cases include: - Managing incident and service request workflows from submission through resolution - Providing employees with self-service access to a knowledge base to resolve common IT issues independently - Tracking hardware and software assets and logging changes throughout the IT asset lifecycle ### How Service Desk Software Differs from Other Tools Service desk software is purpose-built for internal IT service management, distinguishing it from [help desk software](https://www.g2.com/categories/help-desk), which organizes ticket requests from external customers seeking product or service support. While both use ticketing systems, service desk tools are employee-facing and focused on IT operations, whereas help desk platforms are customer-facing and support-oriented. ### Insights from G2 on Service Desk Software Based on category trends on G2, the internal ticketing system and self-service knowledge base stand out as the most valued features. These platforms deliver improvements in response time and employee satisfaction with IT support as primary outcomes of adoption. Top Tools at a Glance | Product | Best for | User Review | | --- | --- | --- | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_da836c06c61c98d4a0795c7cfc3a9a5a/servicenow-it-service-management.jpg "Product Avatar Image")](https://www.g2.com/products/servicenow-it-service-management/reviews)[ServiceNow IT Service...](https://www.g2.com/products/servicenow-it-service-management/reviews)[4.5/5(1,955)](https://www.g2.com/products/servicenow-it-service-management/reviews) | ITIL-aligned incident and change workflows | "ServiceNow APIs Make Ticket Automation and Data Exchange Easy" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Product Avatar Image")](https://www.g2.com/products/jira-service-management/reviews)[Jira Service Management](https://www.g2.com/products/jira-service-management/reviews)[4.3/5(989)](https://www.g2.com/products/jira-service-management/reviews) | IT service desk bridging dev and support | "Clear Ticket Visibility and Smooth Communication in Jira Service Management" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_7550bcff45895b9a0bd1ebb5c48260a6/atera.png "Product Avatar Image")](https://www.g2.com/products/atera/reviews)[Atera](https://www.g2.com/products/atera/reviews)[4.6/5(1,249)](https://www.g2.com/products/atera/reviews) | RMM-integrated ticketing with per-technician pricing | "Easy-to-Use RMM With Strong Patching, Scripting, and a Central Device View" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_c93bb889e0483245a5bfcac065068eb7/monday-service%282%29.jpg "Product Avatar Image")](https://www.g2.com/products/monday-service/reviews)[monday service](https://www.g2.com/products/monday-service/reviews)[4.4/5(224)](https://www.g2.com/products/monday-service/reviews) | Service desk workflows inside Monday.com ecosystem | "Centralized Requests, Powerful Automations, and Real-Time Insights with monday service" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_2d6a381d321e8fc6b72a7f95e8cde31a/freshservice.png "Product Avatar Image")](https://www.g2.com/products/freshservice/reviews)[Freshservice](https://www.g2.com/products/freshservice/reviews)[4.6/5(1,353)](https://www.g2.com/products/freshservice/reviews) | ITSM automation with workflow-driven self-service | "Freshservice Simplifies Support with Easy Ticketing and Time-Saving Automation," | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_9fe68a4b30c295f2cb99e52be20e0e26/autotask.png "Product Avatar Image")](https://www.g2.com/products/autotask/reviews)[Autotask](https://www.g2.com/products/autotask/reviews)[4.3/5(632)](https://www.g2.com/products/autotask/reviews) | MSP ticketing with Kaseya ecosystem integration | "A reliable PSA platform with room for improvement" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_016f9502a5c1407463f90a3d5b7704ac/solarwinds-service-desk.png "Product Avatar Image")](https://www.g2.com/products/solarwinds-service-desk/reviews)[SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews)[4.3/5(786)](https://www.g2.com/products/solarwinds-service-desk/reviews) | Integrated asset tracking with ITIL ticketing | "Intuitive, All-in-One ITSM That Streamlines Ticketing and Asset Management" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_720f7fe3053ac293d3814d2b34792aaf/sysaid.png "Product Avatar Image")](https://www.g2.com/products/sysaid/reviews)[SysAid](https://www.g2.com/products/sysaid/reviews)[4.5/5(753)](https://www.g2.com/products/sysaid/reviews) | ITIL-aligned service desk with asset discovery | "SysAid meets you HelpDesk needs" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_3f31af3d240070ed55f88c88b5d0cefc/splashtop-inc-splashtop-remote-support.png "Product Avatar Image")](https://www.g2.com/products/splashtop-inc-splashtop-remote-support/reviews)[Splashtop Remote Support](https://www.g2.com/products/splashtop-inc-splashtop-remote-support/reviews)[4.7/5(274)](https://www.g2.com/products/splashtop-inc-splashtop-remote-support/reviews) | Unattended remote support across distributed endpoints | "Affordable, Feature-Rich Splashtop with Support That Listens" | * * * Show More ### Service Desk Topics - [What is Service Desk Software?](#what-is-service-desk-software) - [What are the Common Features of Service Desk Software?](#what-are-the-common-features-of-service-desk-software) - [What are the Benefits of Service Desk Software?](#what-are-the-benefits-of-service-desk-software) - [Who Uses Service Desk Software?](#who-uses-service-desk-software) - [Challenges with Service Desk Software](#challenges-with-service-desk-software) - [How to Buy Service Desk Software](#how-to-buy-service-desk-software) - [What does Service Desk Software Cost?](#what-does-service-desk-software-cost) - [Service Desk Software Trends](#service-desk-software-trends) [ ### Service Desk Topics Expand/Collapse ](#) - [What is Service Desk Software?](#what-is-service-desk-software) - [What are the Common Features of Service Desk Software?](#what-are-the-common-features-of-service-desk-software) - [What are the Benefits of Service Desk Software?](#what-are-the-benefits-of-service-desk-software) - [Who Uses Service Desk Software?](#who-uses-service-desk-software) - [Challenges with Service Desk Software](#challenges-with-service-desk-software) - [How to Buy Service Desk Software](#how-to-buy-service-desk-software) - [What does Service Desk Software Cost?](#what-does-service-desk-software-cost) - [Service Desk Software Trends](#service-desk-software-trends) ## Learn More 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.