Can you share with other users what your preferred choice is for help desk software and why? Did you compare it to other solutions?
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).
Due to its agility.
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.
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.
At the Enterprise level Ivanti, mid-tier SysAid, or SAManage.
@Ian MacFarlane Thanks for your input :) Would you mind sharing a bit about why these products are your top choice for enterprise and mid-tier businesses?
@Ian MacFarlane , following up about the "why" question. Thanks!
Service now is also good.
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!
Which help desk software would you recommend for this purpose?
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