Help Desk Software Features

Read what people say are the most valuable features of the solutions they use.
Business94ba says in a ServiceNow review
Business Lead at a manufacturing company with 10,001+ employees
This solution is a single-storage for our user community to submit help desk tickets. View full review »
SeanHook says in a ServiceNow review
System Architect at a pharma/biotech company with 1,001-5,000 employees
ServiceNow Discovery is very valuable. It does, however, come at a steep cost of time and effort to implement it correctly. Do not be fooled into thinking it will "just work." Discovery, within any platform, requires meticulous planning and management to have it work for you. No discover solution is ever the "silver bullet" either, so plan to have more than one discovery engine implemented to cover your enterprise. View full review »
In8392cOn says in a BMC Helix ITSM review
Consultant / Project Manager at a tech consulting company with 5,001-10,000 employees
It was a full-featured product. Based on my experience where I was responsible for Remedy, and for a later project where I worked on a very sophisticated implementation of BMC Remedy, it is full-featured and could do almost anything that you can think of in the ITIL portfolio. View full review »
IVerlaek says in a JIRA Service Desk review
Director at a tech services company with 1-10 employees
Transparency of the system helps both internal and external persons involved. Statistics allow us to deploy resources where needed. It shows problem zones and where more capacity is needed or more training. JIRA SD also makes employees better as it helps them to feel more important when it comes to customer satisfaction. View full review »
Alexander Stegnienko says in an IBM SmartCloud Control Desk review
ITSM Architect at SiBIS
The brand name is the most valuable aspect of this solution for me. It's IBM. It's a global company that supports this product, it's not something open source or something like that. View full review »
EddieShilaluke says in a SCSM review
Information Security Manager at Dmr
The call logging is the solution's most valuable feature. It's very easy to use. The solution isn't too resource-intensive. View full review »
Olnika Mogakane says in a CA Service Desk Manager review
Assistant Director with 1,001-5,000 employees
The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow. View full review »
it_user561243 says in a ServiceNow review
IT Coordinator at a financial services firm with 1,001-5,000 employees
The most valuable feature is the flexibility of development for customization. For example, we are starting now to expand the tool for HR and some other departments. They need applications or processes to improve their tasks. For instance, right now we are discussing, with the Internal Risk team, creation of an application inside ServiceNow so they can open a ticket and follow all the steps according to their process. One of the nice things about ServiceNow is that, if you have your process, you can design the ticket and the form according to your process. That is very useful and can be done quickly. View full review »
reviewer896733 says in a ServiceNow review
Director of Channels and Alliances at a tech vendor with 11-50 employees
The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version. The features continue to improve. We get new features and we can choose to turn them on or not, but we're always getting them. That is part of the program. View full review »
Frank Rossbach says in a Cherwell Service Management review
CEO with 11-50 employees
The dashboard is very useful to get a quick overview of current tasks, tasks which are overdue, and mail notifications with progress information. This has been helpful. View full review »
reviewer910167 says in a TOPdesk review
Service Desk Team Leader at a non-tech company with 1,001-5,000 employees
The most valuable features are incident management and reservation management. It allows us to book out laptops and assets that we have here at the college. When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have. They will update the solution, or let you know whether they are looking into it. The reporting module that they have is comprehensive. View full review »
Khaled-Gaafar says in a SCSM review
ITSM & Project Management Consultant at a tech services company with 11-50 employees
Ticketing systems these days rely on ICIL or depend on ICIL as a framework. The solution has incident management, change management, request fulfillment management, release management, problem management, and CMDB also. With integration capabilities with the other system centers like SSDM, for example, we are able to build a CMDB configuration management database. It has some advantages and some disadvantages like any software, but overall, most customers just prefer the product. View full review »
Francois Blanc says in a Micro Focus Service Manager review
Consultant at a software R&D company with 10,001+ employees
It's quite a complicated solution. The design has been revamped in terms of GUI. The current interface is quite easy to read. However, it's very much dependant on how everything is set up. Many people manage to have it properly set up with a reduced number of steps to create or to change or to close any other ticket. However, one of my latest customers decided to implement some items in very specific ways in terms of dealing with change management that is really bureaucratic but the way they implemented it with the tool was actually quite efficient. The modules were very utilitarian and it became like just clicking boxes. To track changes, track approvals or avoid any changes with support could be implemented in the publisher which made it quite efficient. View full review »
SergiusNkomadu says in a SCSM review
Managed Service Specialist at a tech services company with 51-200 employees
SCSM is easy to learn because all of the material, including training videos, can be found online. When I went for training on this solution, I found it easy to learn. SCSM integrates well with other Microsoft solutions. View full review »
reviewer1255740 says in a Micro Focus Service Manager review
Enterprise Service Management Head at a tech services company with 51-200 employees
Its flexibility and ease of customization are its most valuable features. View full review »
reviewer1145613 says in a ManageEngine SupportCenter Plus review
Pre-Sales Engineer at a tech services company with 11-50 employees
The most valuable features are the ITIL compliance and billing. You can record the hourly rate and how much time is spent on each ticket, along with the technician that worked on it. All of the ManageEngine products have mobile applications. View full review »
Essa Athamneh says in a HEAT Service Management review
Technical Manager at PRO TECHnology
I don't work deeply with the product. However, the pricing is quite good. It's much cheaper than ServiceNow and other related products. The solution is easy to use and has a user-friendly interface. View full review »
Tariq Khan says in a SCSM review
C5ISR IT Consultant at a construction company with 501-1,000 employees
The integration part of the product is the most valuable for my uses. Because at the base and out of the box, all the products that you use are already talking to each other. Microsoft has a very good solution. At the back, I have an active directory, I have an Operations Manager, I have the Configuration Manager, I have the Orchestrator, I have a data protection manager, and a solution for the virtualizing management as well — VMM (Virtual Machine Manager). With all of these products integrated together, when I have got a ticket it should be visible in many places. I can do automated orchestration based on the scenario. This is awesome. I can shut down as many things as I like. If I have got something wrong — if I got a critical high alert — I can even shut down my whole infrastructure within a very short period of time. So the integration of the whole Microsoft suites is awesome. At one end, I'm using the Virtual Machine Manager that is the core of the infrastructure. Then I have to config the manager to have the complete listing of all the items of IP in my whole environment. Then I configure the Operations Manager as well. So the ticketing system is all I need to use for any of the component products. If I get an alarm and I need to call the Operation Manager, it is just one right-click to open the menu and I can automatically open ticket orders right on that alarm. When you click it, it will open the CSM (Customer Service Management) interface. I can do it seamlessly. The whole thing works with SSO (Single Sign-on) from the backend and it is very nice and completely integrated. A very convenient package like an all-in-one tool but it is actually five or six products acting well together. The ticketing can be automated and I can also manually create the ticket on a particular severity level. For the other IT products — even something like BMC Remedy — SCSM will integrate with these other products and you can generate alarms from those as well. There are many things it can do. But in the BMC example, the monitoring is not done by the BMC Remedy product itself. It is a pure IT solution with SCSM and CMDB (Configuration Management Database) controlling the process. Microsoft manages it so all things are working together once they are integrated. View full review »
reviewer914262 says in an Assyst review
Principal Consultant at a professional training and coaching company with 1-10 employees
The service catalog is a really good aspect of the solution. It offers incident management, problem management, change management, and a self-service portal among other features. The workflow of the solution is very good. The foundational architecture is also impressive. The whole service management side of it is based on the CMDB. That concept is really strong in their product. View full review »
GrantScurrah says in a BMC FootPrints Service Core review
Director at KKC
The product is very strong on three things: incident management, problem management, and change management. So its primary value for us are the incident, problem and change management features. View full review »
Abdullah_Smadi says in a BMC Remedyforce review
Business Unit Manager at Magnoos Information Systems
There are several excellent features that I find valuable in the product. The self-service portal, knowledge management, and the CMDB from the last version are the best of these. Previously CMDB was the worst feature. Now they improved it significantly and it is one of the best features of the product. Other modules that older versions of the product had are not really featured but can be useful. For example incident management. I cannot tell you that incident management in Remedyforce is as good a feature as incident management in Micro Focus — which has different incident management capabilities. They are both valuable incident management products depending on needs and expectations. View full review »
reviewer1183044 says in a SCSM review
Service Manager at a tech vendor with 51-200 employees
The solution is quite easy to integrate with other Microsoft products. View full review »
Jeffrey Goudsmith says in a ServiceNow review
Consultant at a tech company with 11-50 employees
The most valuable feature is that this is a Cloud solution. The MGM version is easier to use. View full review »
AubreyMokgadi says in a HEAT Service Management review
Principal Finance Officer II at Department of Local Government Finance & Procurement Service
The main feature for us is incident management, as it assists me in knowing my assignments because we have group assignments. When we go to the group assignment they can assign it to me there. Escalating to a third party is another useful feature. We have outside support for our internet service provider to help us with issues that we can't handle internally. View full review »
AbdelkarimMehdi says in a SCSM review
Enterprise Applications Senior Manager at a comms service provider with 501-1,000 employees
This solution is easy to use. You don't have to create a new process. View full review »