Top 5 Help Desk Software -- Q1 2017


IT Central Station’s crowdsourced user review platform helps technology decision makers around the world to better connect with peers and other independent experts who provide advice without vendor bias.

You can read user reviews for the top five help desk software of Q1 2017 here, to help you decide which solution is best for you.

In the review excerpts below, our users have ranked their help desk solutions according to valuable features, and discuss where they see potential for improvement.

#1 ServiceNow

ServiceNow is ranked as the number one help desk software of Q1 2017 by our user community -- but what do they really think about the solution?

Valuable Feature: Customizable Portal

ServiceNow gives you the opportunity to customize your portal according to your needs using the most recent frameworks such as bootstrap, AngularJS, jQuery, etc., or to simply code HTML tags or JavaScript.

It contains some internal programming language, Glide, which is quite similar to normal JavaScript.”

-- Rafael Martins Cardoso

Business Intelligence Analyst & Developer

Engineering company with 1,001-5,000 employees

Suggested Improvement: Duplicate Ticket Option

“A duplicate ticket option should be enabled - this feature can help to take the same information from a close incident thus decreasing manual time.”

-- Koustuve Pande

Global Command Center Analyst at AstraZeneca

#2 Zendesk

IT Central Station users rank Zendesk as the number two Help Desk Software of Q1 2017.

Valuable Feature: “Keeps it Simple”

“It’s simple enough for my Help Desk level one guys to use, so they actually use it. I can’t rely on end users to submit tickets, so I need to mandate ticket logging by my techs.

I’ve worked in environments that used ticket systems that were just too cluttered and complex, so the techs simply didn’t use the system. Zendesk keeps it simple.”

-- John Appel

Director of IT

Software R&D company with 501-1,000 employees

Suggested Improvements: Ticket Forwarding and Adding Ticket Subscribers

Ticket forwarding and the ability to add subscribers to tickets as some back and forth correspondence needs to be brought to the attention of several team members, sometimes across different departments.

While the first one would be beneficial in cases when an issue was resolved and needs only to be brought to attention, the latter would be good when a specific issue would be dependent on several team members.”

-- Marcin Cwikla

Risk Analyst

Financial services firm with 501-1,000 employees

#3 Spiceworks

Spiceworks is ranked by our users as the number three solution of Q1 2017.

Valuable Feature: Multifunctional Tracking

“Multifunctional tracking; This product allows us to efficiently track all outstanding tickets. Enabling the submitter to update the diaries, reopen tickets, expedite and reroute for faster processing.”

-- Christine Moore

Support Engineer

Tech services company with 51-200 employees

Suggested Improvement: Features to Help Workflow Navigation

“There is a lack of features to help the support team in supporting this application. Anything that help to understand the workflow would be very appreciated. Having a "big picture" of a solution is a great way to solve any issue. Something that allows the "navigation" in the workflow (step-by-step), would be fantastic.”

-- Goncalo Oliveira

BMC ITSM/Remedy Support Team Leader

Comms service provider with 1,001-5,000 employees

Suggested Improvement: A More Powerful Reporting Tool

“Reporting for any application is a must.  Where the reporting is very useful in SpiceWorks, I would like a more powerful reporting tool to better filter what I want and do not want.  There are some built in filters, but a simple if-then ability would be incredibly helpful to narrow down my reports.”

-- Aaron Krytus

Network Manager / Senior Network Engineer

Warnock, Tanner & Associates

#4 HPE Service Manager

IT Central Station users rank HPE Service Manager as the number four solution of the end of Q1 2017.

Valuable Feature: Incident Management

“The most valuable features are the ability to track tickets, analyze incidents, and get dashboards on how the environment is performing in terms of incident management.

For example, when there's network downtime, you can track how long it takes to resolve incidents. So you can see how long it took from the time the ticket was created to escalate it if necessary, and how long it took to close it.”

-- A Lead Channels Database Administrator and Way4 System Administrator Financial services firm with 501-1,000 employees

Suggested Improvement: New Portal for End Users

“They need to build a new portal for the end users to access, which is a kind of interface between our end users and IT. They're working on that. They need to have a portal that will be mobile friendly and all that stuff. That's coming up with a new version. It would still need improvement, but they're moving in a good direction.”

-- A Senior Manager - IT Roadmap

(IT Operations and Service Management Program)

Comms service provider with 1,001-5,000 employees

#5 BMC Remedy

BMC Remedy is ranked by our users as the number five solution of Q1 2017.

Valuable Feature: Multifunctional Tracking

“Multifunctional tracking; This product allows us to efficiently track all outstanding tickets. Enabling the submitter to update the diaries, reopen tickets, expedite and reroute for faster processing.”

-- Christine Moore

Support Engineer

Tech services company with 51-200 employees

Suggested Improvement: Features to Help Workflow Navigation

“There is a lack of features to help the support team in supporting this application. Anything that help to understand the workflow would be very appreciated. Having a "big picture" of a solution is a great way to solve any issue. Something that allows the "navigation" in the workflow (step-by-step), would be fantastic.”

-- Goncalo Oliveira
BMC ITSM/Remedy Support Team Leader

Comms service provider with 1,001-5,000 employees


Read more help desk software reviews from Q1 2017 on IT Central Station.

Related Categories: Help Desk Software

2 Comments

Webhost UKReal UserTOP 20

For our set of requirement we needed lots of customization , with support to migrate from old help desk application. Most important requirement was multi-company helpdesk solution, we found all such good feature with https://www.Visionhelpdesk.com.
Its one good product that can be customize to great extent which I we did not found can be possible with most of the market brands.

23 May 17
managerl607749Real UserTOP 5LEADERBOARD

I love ServiceNow and Zendesk! They are both so easy to customize!

10 July 17
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