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When asked to weigh in on the essential features of help desk software, IT Central Station users pointed to customizable workflow automation, escalation mechanisms, and an internal system for creating tickets for issues that end users are dealing with. Other features like templates, scripts, and decision trees were also useful, along with notifications, reporting, and scheduling. A knowledge base is an important aspect of help desk software for end users to utilize, and mobile applications that afford users the ability to raise tickets on the go are also of great value. These same applications enable the end users to receive, address, and answer these tickets mobily as well.
Help Desk Software Reviews
Read reviews of Help Desk Software that are trending in the IT Central Station community:
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One of the of things I like best about HPE Service Manager is while it's a solution that does work out of the box with some configuration, its real strength is its ability to change for your organization's infrastructure. What I do with the... more»
When we're doing a refresh of workstations, as everybody needs a new PC every two years, the team that's managing that refresh process, just says, "We want a way to open this refresh ticket. We want it auto-populated with all these specific... more»
My big concern is that HPE made a decision in its last dot release to change the way that these improvements and enhancements are done by the end user. They went to what they call code-less, really it just means you code less. It's not really... more»
I think the most valuable feature is just the ability to take the whole organization and put it in one place. Traditionally, my background has been in service desk, and so someone who call with a problem and we would deal with it. If it was... more»
Traditionally people saw different facets of IT as different areas of responsibility, so incidents were handled by one group, and problems were handled by another, but they never really called them that. They just called them "tickets," or... more»
The biggest hassle we have for ServiceNow has been licensing. We have a lot of student workers. When you have cheap labor that's right at your doorstep, you can't turn them down, and so we have a lot of functions at the university, not just... more»
The most valuable features at this point in time for me is the ability for tracking changes, for tying changes in the problem tickets together, tying incidents together to the problem tickets. The interaction between our user to IT aspect,... more»
ServiceNow was implemented over seven years ago. When I came on it was already implemented and I didn't have much of a role in getting ServiceNow changed, add-ins, whatever. They weren't reaching out to other companies. I was basically... more»
I actually don't know. To be perfectly honest, I feel that just about any tool, as long as they have the same offerings, can be modified to fit the company that is attempting to use it. Take a look at an ERP solution. ERP has been around for... more»
It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process. That is something we have never had... more»
We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon. We are very excited about that. That is something we use a lot. We would like to see them integrate more... more»
Immediate insight into reporting. For us it's about trying to wrap our heads around the volume of tickets that are coming in the door. How quickly we're getting our turn time done? Those were things that were missing from our incident management platform. We could basically do a data dump once a week, dump that into an Excel spreadsheet, then do some computation... more»
It was all on Fuji. Some of the things I'm going to say might already be in Geneva and Helsinki. We use a zipper product for our project management portfolio, demand management and resource planning. From what I have heard, and what I've seen thus far, resource management needs to be a little tighter. We're running performance models around capacity planning. We... more»
I don't have a specific organization at this time. I was a SpiceTrainer, and I helped other organizations deploy and manage their Spiceworks installations. When I began using the product, I was working for a company that had no helpdesk, and... more»
Recently, they deployed a login process that links to their online community. While I understand that change, I don't agree with it. They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login... more»
As a platform approach I would say I really like this vision of saying ServiceNow is an application platform now as a service where we can build any application we want to so we have some applications on the baseline like in sales management, like change management, now customer services, like security operation. If we need to build other applications we can do... more»
It's like when you work on science, you say, when I answer one question, I have 10 other questions rising up. I see the same thing with ServiceNow. When something is added on ServiceNow on the platform, then you have 10 more things to do because you have to improve again and again and again. Here what could we do? They probably have a lot of things to do with... more»
When we selected it, it gave us a framework, a structure in the space of idle, which is real important to our company because understanding how we deliver service in the areas of incident management, request management, and change management... more»
CA Service Desk benefits come in the fact that it gives you some aspects of automation, which is really key to our operation. We're not a typical help desk like most companies are that use Service Desk, we're a service center. While it is... more»
One of the biggest things we're talking with CA about is the integration between CA and PAM. PAM is a powerful tool, in fact, CA PAM is the single most important employee in our company because it basically orchestrates well over two hundred... more»
For our company, it would be incident management with the ability to track and report on that. Showing trends and then tying that into problem management as well. Also completing the whole circle, so problem management and change management.... more»
From our perspective, it's the ability to customize it and provide the different platforms. A good example is that within our organization we have incident forms that are tailored to IT and we have incident forms that are tailored to other... more»
I think some of the areas for improvement are some of the features that get added sometimes and not a lot of help and resources get devoted to them. A good example is inside of my self-service portal, we use heavily utilizing the wizards that... more»
Some of the features that we really like about the solution is that certain parts of it are pretty expandable and customizable. The support that we get from CA has been pretty good. We haven't had major issues with them, and they're really... more»
Honestly, we started off just using one part of the solution, just using request management, and then gradually, as they've improved the application, we've actually started to use it more and more. Now, we use it for our change management,... more»
Honestly, I would like to see them really change the UI for the user experience for the Service Management piece, or the Service Desk Manager piece, to match the unified self-service, so it looks more modern and more sleek. It'd be nice if... more»
The flexibility of the platform, being able to modify forms or modify workflow, building applications, utilizing basics that they've given you and being able to expand them to adapt to your own personal environment. Everybody says that "This... more»
I think the value comes from centralizing processes across business units. I've seen it where we started in IT and then we've brought in teams like library functions or secretarial support, security auditing for cybersecurity needs, making... more»
I think that the product has grown considerably over the last few years. Initially, I had some issues with just ease of use. I was on Fuji before I started at my current employer. I came in and they're on Geneva. Between Fuji and Geneva, it's... more»
We've not really had a good view, I think, of our different configuration items, I would say, and things of that nature. Being able to get Discovery and some of the automatic relationship, that's going to end up getting set up as part of... more»
I think, for the most part, we've used prior ITSM solutions and they've just been a little bit more difficult to integrate and customize into the rest of the things that we do, I would say they're kind of standalone products. Something like... more»
Actually the biggest problem that I see for it, especially in a smaller organization such as ours is, I know you've got plenty of partners that are looking to take care of this, but we've got, you know, a fairly advanced IT organization. We... more»
ServiceNow is such a broad framework that you can basically touch upon any improvement that you want to do in your company. Whether it's financial, healthcare or HR related. I think you can use your imagination to build anything that you want... more»
Architects and solution designers can come up with the greatest things but more complex organizations cannot just be blended into an ideal model. There's always contradicting stakeholders especially in the field of service management. I'm... more»
Well the funny thing is that we develop based on ServiceNow and you see a lot of apps being made. I think whenever you see shortfalls or improvement opportunities for ServiceNow that are being built by third party companies, the next release... more»
I'm the unit manager of the network operations center so I'm a core user of the tool. I don't get involved in the development, deployment or support of it, but we get a lot of tickets in the network operations center. I think probably some of... more»
I think it's bringing a lot of stuff that's been handled by a lot of different applications and a lot of different areas in one place. We grew up with a few different areas which had their own tools for a long time for ticketing and managing... more»
I would say there really isn't anything I found that I really dislike. Now the caveat to that statement is we've been going at the deployment for a while. Again, I'm the user, the consumer side of the tool. What I'm waiting and watching to... more»
The most valuable parts of ServiceNow for us is the flexibility that it has, that it's a platform, and that we can develop pretty much anything that we need, not only for IT, but also for HR, our finance department, our register's office,... more»
It gives us one platform that we can go in and do reporting. Reporting is probably one of the key features, it's getting access to data that we have in ServiceNow and being able to report on that is a key element in how we are analyzing and... more»
Probably the biggest thing that is frustrating is the changes in their price structure, their price modeling. That's been very frustrating for us. Since we came on four years ago, it's changed quite a bit over time. There's been a lot of... more»
The important part for me is not related to any of the features the product offers as such as it doesn't offer anything some other product wouldn't offer. What I find comforting is that CA has been around for decades and therefore it is seen... more»
I've worked as an employee and as an independent consultant for a number clients so I can't really speak to how this product has improved my organization. Usually, the organizations that decided to buy CA's service management solution had a... more»
The product has traditionally lacked the tools to support data migration from development to QA and then to production. CA has made a tool for this on the latest release but I haven't laid my hands on it yet. Also, data manipulation outside... more»
It's serving our end-user community, making it simple for them to order products, get service from our incident help desk, and perhaps even helping everyone across the globe because we have to stay connected somehow, and ServiceNow does that... more»
I think I want to focus in on our assets. We do many things for studios, and internally, we use a lot of hardware, so we want to be able to find and understand where our assets sit. If there's a breakdown in communication, how do we service... more»
Maybe cost in one sense because when you make that investment from the other side of it, you're looking at the cost, but we've been having that ongoing debate. Empty glass could be your cost, but the full glass or maybe half full, or half... more»
The core SDM component (the ticketing system) is the most valuable to me. It is reliable and covers the basic ITSM process stack very well (I,R,P,C). I am an IT consultant specializing in ITSM tools. The CA system has proven to be reliable... more»
The system becomes a centralized place for ITSM data and process automation for the enterprise. For example, a monitoring system generates an alert on a production server (the SDM system will integrate with any monitoring tool on the planet).... more»
The suite has grown too large, and has been pulled together from a series of acquisitions. For example, the Service Catalog, the process automation engine (IT PAM), and the Asset Portfolio Manager are all separate systems attached through... more»
We like the fact that all the tools interconnect. We can do everything from Service Catalog, such as create change orders, without having to use our ticketing system. It automatically ties it in to it. For example, for our new-hire process,... more»
Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff. We no longer have to have a 24-hour help desk, because our employees can create the... more»
There are a few things I would like to see.Service Desk has a quick profile feature, where you can pull up everybody's environment, including all their assets, their ticket history and everything else. When I go in to actually look at their... more»
From the user perspective - we don't use employee self-service, so I would consider a user the help desk agent. For them, it's the simplicity of live support as it has the big data behind it so as they're going through a transaction or a call... more»
Because of the administration ability, being put into SaaS, we've now been able to spend time looking at other processes. Before we went to Service Anywhere, we did not have Operation Orchestrations so we weren't doing any kind of automation.... more»
I'd like to see better ways of getting reports into a paper copy which means the ability to export into Excel. They've got a little bit of an issue there with rich text fields not being able to. The suggestion is using what's called the BI... more»
Consultant en organisation & chargé de mission à l'international
• Recommandations auprès de la direction Générale de la SNCF sur la mise en place de plans d’actions régionaux
• Consultations et formations dans les pays membres du Conseil de l’Europe sur l’élargissement des Programmes Européens Jeunesse
• Analyse des besoins en situation de post-crises... more>>
- An astute professional with over 20 years of experience in IT Project Management, IT Infrastructure Management & Service Delivery, Networking & Systems Administration with technical expertise in the implementation, operations and support functions of mission-critical business solutions... more>>
Broad experience planning, architecting, managing, delivering professional services, presales and technical support of BMC BSM Software solutions for leading companies across many industries and countries.
Successful projects OutOfTheBox (OOTB), customizations, integrations and custom... more>>
Using knowledge from my Cisco, HP, Microsoft, and other platforms and vendors, I've assisted in multiple projects from office start-up and infrastructure build-outs, all the way through continuing maintenance, project close-out, and office shut downs; full life term for IT in all aspects.
15+ years experience in enterprise IT management in ITSM, BSM, CMDB and Enterprise Software development and delivery.
Experience in building a company from inception to execution, including all business development activities, Software development, Operations and delivery.
Working closely with... more>>
More than 10 years of professional experience, with technical background in management, administration, support and operation of infrastructure systems and networks, mostly based on Microsoft technology, including performance of duties associated with coordination and project management,... more>>
4.5+ year of experience in IT/ITES industry in consulting, design and implementation of Remedy, ITSM, SRM and Software development using Microsoft Technologies. Expertise in consulting, design and implementations of BMC Remedy ITSM v7.x, v8.x suite for multiple enterprises, including specifically... more>>
I consider myself a dynamic and hard working person. I try to keep my working and leisure time at balance in order to give my best in both. Being highly results-oriented and a fast learner I have had a fast career progression in my first employer but I keep working hard to excel and exceed... more>>
I have over 15 years working with ITSM solutions, specially related to improving service quality but without direct impact on budget limitations.
WIth knowledge, experience, technology and the right team it is possible to deliver a better IT service within the organizations.
Since 1996 I have been a Remedy consultant for a variety of organisations including:
with experience in the ITSM Suite and custom applications.
I also have many years experience in the User Support role dealing with a wide variety of users and... more>>
• Dual language M.Sc. degree in Master of Sciences in Electronic and Computer Engineering (with Europass Diploma Supplement)
• Developer with the ability to understand business needs
• Proper understanding of business and technical challenges of an enterprise
• Six years experience in HP... more>>
Over ten years of IT experience in system analysis and management in a Fortune 500 company. Extensive involvement in infrastructure facilities, server, SAN, and network support. Strong background in financial and operational aspects of IT infrastructure. Immaculate work ethic and personal integrity.
I am a result-oriented customer-centric IT professional with entrepreneur and engineer mindset
with over 7 years of experience which includes Cloud Technologies, Agile Development
Methodologies, Project Management, Product Development, direct/indirect customer support, market research, supplier... more>>
Proven expertise in ITSM consulting with an objective to create value for customers.
Extensively worked on ITIL Process and ITSM tool implementations.
Subject Matter Expert for Service Request Management (SRM).
Sound knowledge of ITSM, SLM, CMDB, Dashboard and Analytics.
Hands-on with... more>>
Experienced IT professional with over 8 years of professional experience in IT service management, asset management, software development, process improvement, release management, and business analysis. Accomplished leader with proven ability to deliver high quality IT products and services on... more>>