Top 8 Help Desk Software Tools

ServiceNowJIRA Service ManagementManageEngine ServiceDesk PlusIT Care CenterSCSMSysAidIFS ApplicationsBMC Helix ITSM
  1. leader badge
    ServiceNow is an industry leader in multiple areas and provides an excellent ROI.The technical support is knowledgeable and they provide high-level service.
  2. Its integration is most valuable. It is pretty open for integration.The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests.
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  4. I like how it can be integrated and expanded with other ManageEngine products.I like the catalog features and workflow. I also like the knowledge space.
  5. It runs smoothly and all of the components are very easy to work with.All of my staff is quite familiar with the usage and we customize based on our daily needs and based on different profiles. As a manager, I require diagnostics on a weekly or monthly basis. diagnostics. There needs to be some reporting for management and for my customers' management as well. So we created our own template. All of our different staff were required to do their own tagging or own tracking of cases. We create our own templates. I create my own template for my own weekly and monthly reporting to management. It's quite flexible in the sense that we're able to add our own customized views. We are able to easily export all this information into a proper reporting structure.
  6. The reporting is very good.The most valuable feature is the reporting of incidents.
  7. The solution can scale.The simplicity of the solution is excellent.
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  9. Some of the strengths are Enterprise Management Solutions and the series of Management solutions which is number one in Gartner's report and has been for the last five years.
  10. The digital workplace is appealing. It has the power to automatize several different tasks in the ITSM world.

Advice From The Community

Read answers to top Help Desk Software questions. 523,431 professionals have gotten help from our community of experts.
Rony_Sklar
Which help desk software would you recommend for this purpose?
author avatarAnuj Mishra (ProProfs)
Vendor

Running a successful IT help desk is not rocket science like most entrepreneurs think. All you need to do is keep certain tips and strategies in mind. Here are some strategies you can adopt today:


Make Knowledge Accessible to All: Knowledge is the best investment your business can make in this 21st century. Make sure all your internal employees, as well as external customers, have access to self-help articles, FAQs, video tutorials, and more.


Automate Your Workflow: We all know that manual and repetitive tasks can be a serious productivity killer. You must look to automate your workflow to save time and share quick responses. For instance, with the right tool, you can automatically route tickets to relevant agents, assist customers via chatbots, and keep everyone updated using automated alerts and notifications.


Invest in the Right IT Help Desk Software


Last but definitely not least, you must invest in feature-rich and affordable IT help desk software. Go for the one that offers incredible automation features, ticket management, self-service capabilities, chatbots, and helps you capture user feedback in real-time.

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 avatarMarcos L. Domingos
Real User

I consider only four main points:


1. Continuous training of staff on software and processes;
2. Don't forget about Knowledge Management;
3. Investing in automations; and
4. Have a good team responsible for the solution.

I think that with this, the software will be what best serve the corporation in financial terms.


My organization uses Clarity Service Management.

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.

Rony_Sklar
Hi peers,  Can you share with other users what your preferred choice is for help desk software and why? Did you compare it to other solutions?  Thanks!
author avatarSyed Abu Owais Bin Nasar
Real User

I will recommend the BMC Helix Remedyforce ITSM solution. BMC Remedyforce based on the Salesforce cloud service platform. It is easy to use. You may access it from any place/device(Desktop/Laptop/Mobile/Tablet). 

author avatarMuzaffar Abbas
Real User

JIRA



Due to its agility.

author avatarJS4
User

BMC Remedy (Helix) ITSM is superb Helpdesk (servicedesk) tool. As a helpdesk agent, I can quickly create tickets using template; can refer and attached knowledge articles. Relating an incident to problem / change / CI is fairly simple as well. The ticket assignments are automatic, the SLAs gets attached automatically. I can pull reports of my open, closed or pending tickets anytime. I can also access my ticket console on my mobile/tablet devices and start working on it.


For business owners and admins life is fairly good as well, as BMC tool supports customizations, bi-directional integrations. so if you want to automate any IT ticket handling process its possible. LDAP and Email integration is pretty native and can be easily configured.


Compared to other solutions, I think BMC offers more capabilities w.r.t to customizations and choice of deployment.

author avatarRoland Zuurveld
Real User

4me; a platform that supports all service management capabilities and extends into other departments like HR and supply chain. Preconfigured out of the box SIAM/ESM capabilities and workflow. Great value for €. Supports small, mid and large size organisations.


Why is a platform the best choice for a Help Desk? The Help Desk is the counterpoint, start and end of all processes. Integration is therefore key to success.

author avatarIan MacFarlane
Real User

At the Enterprise level Ivanti, mid-tier SysAid, or SAManage.

author avatarVinod Kanna
Real User

Service now is also good.  

author avatarMarcos L. Domingos
Real User

I think the best solution is one where my team is comfortable facing the challenges of support, integrations, customizations, reporting and updates. There are several solutions that help a lot our digital transformation actions, but having a team always available for maintenance and evolution activities is essential, especially regarding the experience in the language and features that the product offers, all of this giving flexibility to any adjustment in the processes ITIL or unused. I currently work with Clarity Service Management and is meeting expectations. Good luck!

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523,431 professionals have used our research since 2012.