12 Best Service Desk Software Shortlist
After thoroughly evaluating numerous tools, here's my curated list of the 12 best service desk software:
- Rescue - Best for remote support with powerful diagnostic capabilities
- 4me - Best for integrating ITSM and SIAM in one package
- Spiceworks Cloud Help Desk - Best for its free comprehensive service and simplicity
- Mojo Helpdesk - Best for ease of use with a clean, user-friendly interface
- InvGate Service Desk - Best for gamified service desk experience boosting productivity
- Front - Best for email-centric customer support with seamless integrations
- LiveAgent - Best for omnichannel support with extensive customization options
- Jira Service Management - Best for Agile teams and software development workflows
- Hesk - Best for businesses seeking affordability without compromising on features
- Freshservice - Best for AI-powered assistance with a conversational bot
- ManageEngine ServiceDesk Plus - Best for robust ITIL-ready capabilities with asset management
- Zendesk - Best for a holistic approach to customer service across multiple channels
Service desk software is an innovative solution that serves as the linchpin between support agents and the customers they serve. These powerful tools, like Freshdesk or Help Scout, facilitate a seamless flow of communication, ensure faster response times, and help manage and streamline customer issues, making them the best help desk software solutions available.
And if you're a small team or just starting out, you can benefit from their free plans. Using a reliable service desk tool is a game-changer, optimizing workflows, enhancing the capabilities of support agents, and ultimately leading to satisfied customers.
What Is a Service Desk Software?
Service desk software is a tool that enables organizations to manage their customer service and support operations efficiently. Typically used by IT teams, customer support representatives, and help desk agents, its primary function is to streamline the process of receiving, prioritizing, tracking, and resolving customer inquiries and issues.
What these tools effectively address are the main pain points in customer experience: delayed responses, missed tickets, and disjointed communication. By leveraging features such as SLA management and help desk ticketing, they ensure that your service teams are adhering to set response and resolution times. Escalation rules and queues also help in prioritizing tickets and assigning them to the right team members. Plus, they come packed with templates for common responses, reducing the time spent on repetitive tasks.
These platforms, whether on-premise or SaaS, often integrate with APIs, providing a holistic view of customer data, and helping improve customer relationships. Many also offer mobile applications for Android and iOS, a must in our increasingly mobile world.
Overviews of the 12 Best Service Desk Software
1. Rescue - Best for remote support with powerful diagnostic capabilities
Why I Picked Rescue:
Rescue by LogMeIn is a remote support platform that equips IT and customer support teams to offer quick, effective solutions to clients, wherever they are. I selected Rescue because of its superior remote support capabilities, including in-depth diagnostics that go beyond the standard functionality of many comparable service desk tools.
I found that its focus on remote support with powerful diagnostic capabilities truly sets it apart, making it the ideal choice for businesses that heavily rely on remote support interactions.
Standout Features & Integrations:
Rescue's defining features include multi-platform support, advanced file transfer, and detailed system diagnostics that let you delve deep into device issues.
Integrations are largely centered around collaboration and CRM platforms, with connections available for Salesforce, Jira, and Slack, among others, to ensure a well-rounded support experience.
Pricing:
Starting from $108.25/user/month (billed annually)
Pros:
- Robust diagnostic and troubleshooting tools
- Comprehensive multi-platform support
- Versatile integration options
Cons:
- Pricing is on the higher side compared to some alternatives
- Might have a steeper learning curve for new users
- Limited customization options compared to other service desk software
2. 4me - Best for integrating ITSM and SIAM in one package
4me is a comprehensive service management tool designed to unify ITSM and SIAM in one cohesive package. Its capabilities stretch beyond traditional IT service management to include service integration and management, making it an all-in-one solution for businesses.
Why I Picked 4me:
I chose 4me because its seamless integration of ITSM and SIAM makes it a standout in the crowded service desk market. This unique combination streamlines the management of services, allowing businesses to manage and deliver services more effectively.
Given this, I believe 4me is the best for businesses looking for a comprehensive package that handles both ITSM and SIAM.
Standout Features & Integrations:
4me's defining features include integrated service management, KPI tracking, and self-service portals, making it easier for businesses to deliver, manage, and measure their services.
In terms of integrations, 4me connects with an array of software, including but not limited to Jira, Salesforce, and Slack, thereby allowing users to streamline their service management process.
Pricing:
Pricing upon request
Pros:
- Comprehensive ITSM and SIAM capabilities in one package
- Detailed performance tracking with KPIs
- Wide range of software integrations
Cons:
- Absence of transparent pricing may deter some potential users
- Some users may find the interface less intuitive than other tools
- More suitable for larger organizations, smaller businesses may find it overwhelming
3. Spiceworks Cloud Help Desk - Best for its free comprehensive service and simplicity
Spiceworks Cloud Help Desk is a user-friendly tool that offers comprehensive service desk functionality at no cost. It brings together ticket management, self-service portals, and reporting in a simple, easy-to-use interface.
Why I Picked Spiceworks Cloud Help Desk:
I picked Spiceworks Cloud Help Desk because it manages to offer a comprehensive, feature-rich service desk solution completely free of charge. Its user-friendly interface and simplicity make it accessible to all users, regardless of their technical prowess.
For companies starting out or operating on a tight budget, this tool is the best for its cost-effectiveness and simplicity.
Standout Features & Integrations:
Spiceworks' notable features include a built-in ticketing system, knowledge base, and IT asset management, all designed to simplify your service desk operations. In terms of integrations, it pairs well with a variety of systems such as Active Directory, Google Workspace, and Microsoft Office 365, extending its functionality and enhancing user convenience.
Pricing:
Free to use
Pros:
- Comprehensive service desk features at no cost
- User-friendly interface
- Wide range of software integrations
Cons:
- Limited advanced features compared to paid alternatives
- Absence of built-in chat functionality
- May not scale well for larger organizations
4. Mojo Helpdesk - Best for ease of use with a clean, user-friendly interface
Mojo Helpdesk is a feature-packed service desk software with a focus on usability. Its intuitive design and clean, user-friendly interface set it apart in terms of accessibility and ease of use.
Why I Picked Mojo Helpdesk:
I chose Mojo Helpdesk for its unique blend of robust features and a clean, user-friendly interface. It's evident that the developers put careful thought into the user experience, making the software easily navigable even for non-tech folks.
In my judgment, Mojo Helpdesk stands out as the best for businesses seeking a hassle-free and intuitive service desk solution.
Standout Features & Integrations:
Mojo Helpdesk comes with a multitude of useful features including ticket tracking, knowledge base, and customer satisfaction rating. It also offers some innovative capabilities like time tracking and custom forms.
Regarding integrations, Mojo Helpdesk works well with Google Workspace, making it a seamless fit for organizations already leveraging Google's suite of productivity tools.
Pricing:
From $25/user/month (billed annually)
Pros:
- User-friendly interface with intuitive navigation
- Robust set of features including time tracking and custom forms
- Seamless integration with Google Workspace
Cons:
- Limited options for customization compared to some competitors
- Lack of a free tier for small businesses
- Reporting features could be more robust
5. InvGate Service Desk - Best for gamified service desk experience boosting productivity
InvGate Service Desk is an ITSM tool that stands out for its gamified approach to service management. By incorporating elements of gamification, it motivates staff to resolve issues faster and enhances productivity.
Why I Picked InvGate Service Desk:
I chose InvGate Service Desk because it introduces a unique concept to the service desk space: gamification. This aspect makes it different from many other offerings on the market.
By gamifying the service desk experience, it adds an extra level of engagement that can boost productivity and morale among support staff. It is because of this innovative approach that I selected it as the best for those looking to combine productivity with an engaging user experience.
Standout Features & Integrations:
InvGate Service Desk comes with a host of features like problem management, knowledge management, and a self-service portal. The standout feature, of course, is its gamified experience, which is designed to improve productivity and job satisfaction.
For integrations, InvGate offers compatibility with a wide range of systems, including LDAP, SSO, email servers, and various other IT management tools.
Pricing:
From $100/user/month (billed annually)
Pros:
- Gamified service desk experience enhances user engagement and productivity
- A broad array of features for comprehensive service management
- Extensive integration capabilities
Cons:
- Higher starting price point compared to some other options
- The user interface could be more intuitive
- Advanced features may come with a steep learning curve
6. Front - Best for email-centric customer support with seamless integrations
Front is a customer communication platform that focuses on streamlining email-based customer support. It stands out for its intuitive design, facilitating quick responses to customer inquiries, making it particularly beneficial for teams that handle heavy email traffic.
Why I Picked Front:
In my judgment, Front was a clear choice for its stellar approach to email-centric customer support. Its intuitive design, coupled with robust integrations, sets it apart from other ITSM tools. It has a noticeable edge for teams that manage large volumes of customer inquiries via email.
Thus, I consider it best for email-based customer support that requires smooth integration capabilities.
Standout Features & Integrations:
Front offers features like shared inboxes, canned responses, and reminders to ensure effective email management. Additionally, it provides seamless integrations with over 50 popular apps, including Slack, HubSpot, and Asana, helping you consolidate and streamline your customer communication workflows.
Pricing:
From $9/user/month
Pros:
- Intuitive design facilitates easy navigation and use
- Strong focus on email-based support enhances customer service capabilities
- Extensive integration capabilities with various other apps
Cons:
- Pricing can escalate with more extensive feature usage
- Advanced features require a learning curve for new users
- Might not be as effective for non-email-based support scenarios
7. LiveAgent - Best for omnichannel support with extensive customization options
LiveAgent is a full-service helpdesk tool that provides omnichannel support across various mediums like email, phone, social media, and live chat.
It further excels due to its extensive customization options, which allow teams to tailor the service to their unique needs.
Why I Picked LiveAgent:
In comparing various tools, LiveAgent caught my attention for its comprehensive omnichannel support capabilities and a high degree of customization. It stands out for providing a unified inbox for different support channels, making it easier for teams to manage customer interactions.
Considering its features, I determined it as the best choice for businesses seeking an omnichannel support solution with broad customization possibilities.
Standout Features & Integrations:
LiveAgent provides a feature-rich solution, including a unified inbox, real-time live chat, call center functionality, and a customer portal. It integrates well with many popular tools such as WordPress, Shopify, Slack, and Zoom, providing a well-rounded solution for various business needs.
Pricing: From $15/user/month
Pros:
- Omnichannel support enhances the customer service experience
- Extensive customization options allow teams to adjust the tool to their specific needs
- Robust integrations with a variety of business tools
Cons:
- High starting price compared to some other help desk solutions
- Could be overwhelming for smaller teams due to the extensive features
- Learning curve due to customization options
8. Jira Service Management - Best for Agile teams and software development workflows
Jira Service Management is a comprehensive IT service management tool that integrates seamlessly with the Jira Software development platform. It supports Agile methodologies and is particularly well-suited to manage software development workflows, making it an ideal choice for such teams.
Why I Picked Jira Service Management:
I chose Jira Service Management because it stands out for its strong support for Agile methodologies and software development workflows. When comparing different tools, I judged this one to be a particularly good fit for Agile teams and software development workflows.
It's unique in its ability to bridge the gap between IT support and development teams.
Standout Features & Integrations:
Jira Service Management offers features like a customizable service desk, advanced SLA support, change management, and incident management. Its robust integration capabilities stand out, especially with other Atlassian products like Jira Software and Confluence. Also, it can integrate with tools like Slack, GitHub, and Jenkins.
Pricing:
From $20/user/month (billed annually)
Pros:
- Strong support for Agile methodologies and software development workflows
- Excellent integration with other Atlassian products
- Features like change management and incident management
Cons:
- Relatively higher starting price
- Might be complex for teams new to the Agile approach
- Optimal usage requires familiarity with other Atlassian products
9. Hesk - Best for businesses seeking affordability without compromising on features
Hesk is an efficient customer support tool that provides a comprehensive set of features while maintaining an affordable price point. It's an ideal choice for businesses that want to stay within a budget but do not want to sacrifice the richness of features in their support desk tool.
Why I Picked Hesk:
I selected Hesk because of its unique ability to combine affordability with a rich feature set. During my comparisons, it emerged as a distinctive option that provides a balance of cost and functionality.
I consider it best for businesses seeking affordability without compromising on features, as it offers a range of functionalities that surpass many of its similarly priced competitors.
Standout Features & Integrations:
Hesk comes with a range of useful features, including ticket management, a knowledge base, and self-service portals. It also supports custom fields and provides performance metrics. Importantly, Hesk can integrate with a variety of popular tools such as Outlook, Gmail, and Mailchimp, which can greatly improve workflow efficiency.
Pricing:
From $10/user/month (billed annually)
Pros:
- Affordable pricing with comprehensive features
- The presence of a knowledge base and self-service portals
- Useful integrations with popular tools like Outlook and Mailchimp
Cons:
- The user interface could be more modern
- Lack of native mobile app support
- Advanced features require higher-priced plans
10. Freshservice - Best for AI-powered assistance with a conversational bot
Freshservice is a robust cloud-based IT Service Management (ITSM) solution. It is particularly noted for its advanced artificial intelligence capabilities, which include a conversational bot that enhances customer interactions.
Why I Picked Freshservice:
I picked Freshservice for this list because of its superior AI-powered assistance. The tool's conversational bot sets it apart from many of its competitors. This feature is precisely why I believe Freshservice is best for businesses looking to leverage AI technology for better customer engagement and more efficient issue resolution.
Standout Features & Integrations:
Freshservice provides a range of essential features such as incident, problem, change, and release management. Its ITSM functionalities are comprehensive and user-friendly. On the integration front, Freshservice pairs well with popular tools like Slack, Jira, Google Workspace, and more, promoting better team collaboration and project management.
Pricing:
From $19/user/month (billed annually)
Pros:
- Strong AI capabilities with a conversational bot
- Comprehensive ITSM functionalities
- Good integration with popular tools like Slack and Jira
Cons:
- Pricing could be more competitive
- The conversational bot may require a learning curve
- Limited customization options compared to some competitors
11. ManageEngine ServiceDesk Plus - Best for robust ITIL-ready capabilities with asset management
ManageEngine ServiceDesk Plus is a fully ITIL-ready helpdesk solution that combines helpdesk software with asset management. Its extensive features are particularly beneficial for businesses that require comprehensive ITIL practices and a robust asset management system.
Why I Picked ManageEngine ServiceDesk Plus:
In my assessment, ManageEngine ServiceDesk Plus is a standout for its combination of ITIL-ready capabilities with asset management. It's this blend of features that make the tool uniquely suited for businesses that need to combine helpdesk functionality with a systematic approach to managing their IT assets.
Standout Features & Integrations:
Notable features of ManageEngine ServiceDesk Plus include incident management, problem management, change management, and CMDB. Additionally, its asset management capabilities provide businesses with a comprehensive view of their IT infrastructure.
For integrations, ServiceDesk Plus seamlessly works with software such as ADManager Plus, Applications Manager, and Mobile Device Manager Plus, enhancing its functionality and usefulness for IT departments.
Pricing:
From $10/user/month (billed annually)
Pros:
- Comprehensive ITIL-ready functionalities
- Robust asset management features
- Integration with other ManageEngine tools
Cons:
- May be complex for small businesses
- The user interface could be more intuitive
- Setup might be time-consuming for new users
12. Zendesk - Best for a holistic approach to customer service across multiple channels
Zendesk is a customer service platform that allows businesses to manage customer interactions across various channels in a unified way. By providing a single, integrated solution, Zendesk enables businesses to deliver consistent customer service across email, chat, phone, and social media.
Why I Picked Zendesk:
I selected Zendesk for this list because it offers a comprehensive solution for businesses looking to manage customer service across multiple channels. Its unified approach allows businesses to provide a consistent experience regardless of how their customers choose to interact with them, which sets it apart from other platforms.
Standout Features & Integrations:
Zendesk's key features include multi-channel support, AI-powered automated responses, and an integrated customer database. In terms of integrations, Zendesk works seamlessly with a wide variety of apps and platforms such as Slack, Salesforce, and Jira, which can enhance and streamline your customer service processes.
Pricing:
From $19/user/month (billed annually)
Pros:
- Multi-channel customer service support
- Wide array of integrations with other platforms
- AI-powered automation features
Cons:
- Can be expensive for small businesses
- Initial setup can be complex
- Customization options may require technical skills
Other Service Desk Software
Below is a list of additional service desk software that I shortlisted, but did not make it to the top 12. Definitely worth checking them out.
- SolarWinds IT Service Desk Software - Good for IT operations management and cost tracking
- Cayzu - Good for simple and intuitive multi-channel customer support
- C2-ITSM - Good for IT service management with a focus on compliance
- Autotask Professional Services Automation (PSA) - Good for IT business management with a range of automation tools
- ServiceNow ITSM - Good for IT service management with strong scalability
- Rezolve.ai - Good for AI-powered automated IT helpdesk services
- RenewityRMA - Good for return merchandise authorization and service management
- Splashtop - Good for remote access and control in IT helpdesk scenarios
- HaloITSM - Good for a comprehensive approach to IT service management
- SysAid - Good for IT helpdesk support with integrated tools for asset and project management
- incidentIQ - Good for IT support in education institutions
- BMC Helix ITSM - Good for cloud-based IT service management powered by cognitive automation
- Kayako - Good for businesses seeking a unified customer service platform
- HubSpot Service Hub - Good for businesses using HubSpot's marketing and sales solutions
- Vivantio - Good for customizable IT service management with a focus on flexibility and efficiency
Selection Criteria For Service Desk Software
Choosing the right IT helpdesk software can make a significant difference in your organization's efficiency and customer satisfaction. I've evaluated dozens of IT helpdesk tools, focusing on key aspects like core functionality, key features, and usability. I've personally tried and researched these tools to bring you an informed perspective.
Core Functionality
When looking at the core functionality of IT helpdesk software, these were the factors that mattered the most:
- Incident and Problem Management: The tool should allow for tracking and managing IT incidents and problem-resolution processes.
- Change and Release Management: It should facilitate the management of IT changes and new software releases.
- Asset Management: It's critical for the tool to maintain a record of IT assets, tracking their usage and lifecycle.
Key Features
The key features of IT helpdesk software that makes a difference include:
- Automation: The capability to automate routine tasks, from incident ticket routing to resolution processes.
- Reporting and Analytics: Detailed reporting options and analytics to gain insights into the IT helpdesk's performance and to support decision-making.
- Integration: The ability to integrate with other systems like CRM or IT Operations Management tools to offer a connected IT service experience.
Usability
In terms of usability, these are some specifics that I found vital:
- Intuitive Interface: An interface that is easy to navigate, allowing agents to find the information they need quickly. Tabs and filters should be well-labeled, providing a clear view of tickets and their statuses.
- Onboarding and Training: The software should have detailed guides, walkthroughs, or training programs to help users get acclimated quickly.
- Customer Support: Robust customer support options, including 24/7 support, extensive knowledge bases, and community channels, are important for solving any potential issues or queries.
People Also Ask (FAQs)
What are the benefits of using service desk software?
Using service desk software can greatly enhance your organization's productivity and efficiency. Here are five key benefits:
- Improved Ticket Management: These tools help organize and track all incoming tickets, ensuring that no request or issue falls through the cracks.
- Automation: They automate routine tasks like ticket routing, freeing up your IT staff to focus on more complex issues.
- Enhanced Communication: The software facilitates communication between your IT team and the rest of the organization, ensuring everyone is updated on issues and resolutions.
- Data-Driven Decision Making: With detailed analytics and reporting, you can make data-driven decisions to improve your IT service processes.
- Asset Management: Several of these tools also offer IT asset management capabilities, helping you keep track of your IT assets and their lifecycle.
How much do service desk software tools typically cost?
The pricing for service desk software tools varies widely, depending on the features offered, the number of users, and the vendor's pricing model. The typical range is anywhere from $10/user/month to over $100/user/month.
What are the different pricing models for service desk software?
There are several common pricing models for service desk software:
- Per User: You pay a monthly fee for each user or agent that uses the software.
- Tiered: The software is offered at different feature levels, each with its own price. As you move up tiers, you get access to more features.
- Flat Rate: You pay a set monthly or annual fee for access to the software, regardless of the number of users.
Which are the cheapest and most expensive service desk software?
On the cheaper end of the scale, you can find tools like Jira Service Management, starting from $10/user/month. More premium options, like ServiceNow ITSM, can go over $100/user/month.
Are there any free service desk software options?
Yes, there are some free help desk software options that are available in the market. For instance, Freshservice and Zoho Desk offer a free tier, although these come with limited features compared to their paid versions.
Other Help Desk Software Reviews
- Cloud Helpdesk Software
- IT Helpdesk Software
- Database Monitoring Tools
Summary
In conclusion, selecting the best service help desk system hinges on your business needs, budget, and specific operational requirements. There's no one-size-fits-all solution, as the effectiveness of a service desk tool is dependent on its alignment with your organization's workflow and IT infrastructure.
Key Takeaways
Here are the key takeaways from this guide:
- Understand Your Needs: The best service desk software is one that addresses your organization's unique challenges and requirements. Take stock of your current IT processes, identify areas of improvement, and choose a tool that provides solutions to those specific needs.
- Evaluate Core Features: Service desk software offer a range of features from support ticket management to asset tracking. However, not all these features might be essential for your organization. Evaluate and prioritize the features based on your use case to make a cost-effective choice.
- Consider Usability and Support: A tool's usability has a direct impact on the user experience and productivity. Opt for a solution with an intuitive interface that requires minimal training. Also, the vendor's customer support capabilities can make a significant difference, especially during the setup phase and whenever you encounter issues.
By keeping these points in mind, you can navigate the myriad of service desk software options and select the one that aligns best with your organization's IT service management objectives.
What Do You Think?
Of course, while I've tried to make this list comprehensive, there's always a chance I might have missed a tool that you find indispensable. If you have any suggestions for service desk software that you think should be on this list, I'd love to hear from you.
Please feel free to share your recommendations and experiences. Your input could help other readers make a more informed decision. Thank you for taking the time to contribute to this discussion!
