1. leader badge
    ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on.ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations.
  2. Easily integrates with other tools. One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted.
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  4. Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface.
  5. The reporting is very good.The most valuable feature is the reporting of incidents.
  6. It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it.
  7. The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space.
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  9. The reporting is very good and you can do incident matching.The feature that we like best is the stability of the product.
  10. What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure.

Advice From The Community

Read answers to top Help Desk Software questions. 441,672 professionals have gotten help from our community of experts.
Rony_Sklar
Which help desk software would you recommend for this purpose?
author avatarVadim Tomkevich (Epam Systems)
Vendor

Setting up and running the IT help desk you most probably think about their ability to receive and route tickets in an efficient way. You need to address the following things:


- How they get tickets (portal, calls, e-mail). Good solution would do it mostly automatically without involving help desk members into the process. Proper self-service would allow optimizing the number of tickets.


- How they route tickets to higher levels of support. Again, in many cases it's possible to route tickets automatically so humans mostly focus on exceptional cases.


- How they communicate with users and higher-level support, if it's convenient enough, if the communication is logged properly.


- How smoothly Help Desk integrated with Incident Management and Request Fulfillment processes.


- How Knowledge about resolved tickets is accumulated and shared.


- How to measure Help Desk performance.


To put it, in a nutshell, I'd recommend to look at ITSM Service Desk function holistically, as at the process (even though ITIL say it's a function) and consider typical people-processes-products-partners combination to ensure processes (SD and adjoining ones) are set accurately, properly automated and people are trained to follow them. Consider Help Desk outsourcing as major service providers have this capability in place and can provide Help Desk as an effective service already.

author avatarJosé Rios
Real User

Greetings, first of all what makes a good ticket system?


Responding to your doubts, for ticket management to work, there must be an internal user commitment, document all the required information, follow up and solve what is required as far as possible, on the contrary, with proper follow-up.


However, I recommend GLPI TICKET, which can help you and with statistics.


Here a video how it works has subtitles in Spanish but it is easy to configure.


https://www.youtube.com/watch?v=1p2hn_pbXpk


I recommend installing it in centos.


I'm to order.

author avatarVinod Kanna
Real User

There are lot of processes involved in the ITSM.  You need to check what type of functionality is required for your company like Incident management, change management, problem management , defect management.  If you are looking only for incident management then there are lot of software's available in the market based on your cost.  However, if you have plans to add further modules in future then i will recommend to go for complete ITSM suite like HPSM, Service now , JIRA etc., because these software's comes with various modules integrated.

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What is Help Desk Software?

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.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: October 2020.
441,672 professionals have used our research since 2012.