# What are the best ITSM tools for tracking tickets across internal teams and external solution groups?

<p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">I've been comparing <a class="a a--md" elv="true" href="https://www.g2.com/categories/it-service-management-itsm-tools">ITSM Tools</a> specifically for tracking tickets that need to move between internal teams and external solution groups, since that handoff is usually where visibility breaks down. These tools stood out for their ability to maintain cross-team visibility: </p><ul>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/solarwinds-service-desk/reviews"><strong>SolarWinds Service Desk</strong></a><strong>:</strong> Supports enterprise service management so ITSM workflows extend to HR, Facilities, and Legal on the same platform IT already manages, keeping cross-department tickets in one visible system.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/autotask/reviews"><strong>Autotask</strong></a><strong>:</strong> Connects tickets, time, projects, and billing in one workflow, built specifically for MSPs juggling tickets across multiple client organizations at once.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/hornbill-hornbill-service-manager/reviews"><strong>Hornbill Service Manager</strong></a><strong>:</strong> A 100% codeless environment means non-technical teams can adapt workflows themselves as ticket-routing needs change between groups.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/ivanti-neurons-for-itsm/reviews"><strong>Ivanti Neurons for ITSM</strong></a><strong>:</strong> Real-time incident correlation and predictive resolution are built on unified IT and security workflows, which helps when a ticket needs security team involvement partway through.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/issuetrak/reviews"><strong>Issuetrak</strong></a><strong>:</strong> Omnichannel issue submission via email, mobile, web portal, or webform allows external groups to log tickets without direct system access.</li>
</ul><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">For teams juggling internal and external ticket flows: does the handoff actually stay visible end-to-end, or does someone still have to manually check in with the external group to know the status?</p>

##### Post Metadata
- Posted at: 9 days ago
- Net upvotes: 1


## Comments
### Comment 1

&lt;p&gt;Handoff visibility has held up well for us on SolarWinds Service Desk, especially for the departments we&#39;ve onboarded onto the same platform, since everyone can see ticket status without pinging each other for updates.&lt;/p&gt;

##### Comment Metadata
- Posted at: 5 days ago
- Author title: Marketing Executive





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