Customer service is a very important aspect of the business industry as providing good customer service leads to a good reputation and customer satisfaction. To provide impressive service, it all starts with your employees’ performance. For this reason, you might need service desk management software. You can continue reading below to see our recommendation and learn more.

6+ Best Service Desk Management Software

1. ManageEngine ServiceDesk Plus


Rating: 4.2/5

Price: FREE


2. EAMbrace Management


Rating: 4.6/5

Price: Custom


3. LiveAgent


Rating: 4.5/5

Price: $15/Month


4. Kayako


Rating: 4/5

Price: $3/Month


5. IBM IT Service Desk


Rating: 5/5

Price: Custom


6. ConnectWise


Rating: 4.7/5

Price: $24/Month


7. Zendesk


Rating: 4.4/5

Price: $19/Month


What is Service Desk Management Software?

Service desk management software is a technological tool with multiple advanced features and functionalities, allowing you to perform several tasks within a single platform. This technology partner is ideal for IT departments and other managements because the program provides detailed information on your operations, projects, and processes. It also enables incident management, request, self-service portal access, support ticketing, change management, and customer management, aiding you in assisting customers and solving their problems.


Service desk management software provides impressive benefits and advantages to your company. As we all know, manual methods are never enough to deliver quality management and problem-solving. Service desk management software automates processes, integrates data, provides a lucid dashboard, etc. With this tool, you can assign tickets to the right team, avoid duplicate replies, and resolve tickets faster with internal collaboration. 


Features and functionalities are critical aspects you need to analyze to determine the software’s quality. These two elements enable the application to perform and accomplish your command. However, not all platforms deliver the performance that meets your expectations. For this reason, it is advisable to research the software’s capabilities to guarantee you choose the right investments. Many ways are available to gather information about software, such as software reviews from software users or trying free trials and versions. The following are features you should consider:

  • Alerts / Escalation
  • Alerts/Notifications
  • Automated Routing
  • Availability Management
  • Change Management
  • Collaboration Tools
  • Contract/License Management
  • Feedback Management
  • Help Desk Management
  • Incident Management
  • Inventory Management
  • Business Dashboard

Top 6 Service Desk Management Software

1. IBM IT Service Desk

The IBM IT Service Desk software allows for centralized IT service and asset management. They help companies by providing automation, mobility, enhanced visibility, and insights. IBM has annual revenue of $57 billion and 350,000 employees.

2. ConnectWise

ConnectWise includes an activity dashboard, automated routing, change management, capacity management, configuration management, and more contributive features. ConnectWise has annual revenue of $243 million and 4,000 employees.

3. ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus includes asset lifecycle management, change management, compliance tracking, configuration management, and more valuable features. ManageEngine has annual revenue of $18.4 million and 127 employees.

4. Kayako

Kayako includes appointment management, network monitoring, project management, email management, issue auditing, and more helpful features. Kayako has annual revenue of $12 million and 83 employees.

5. EAMbrace Management

EAMbrace Management from Gaurik Solutions includes inventory management, tax management, vendor management, asset management, asset tracking, and more innovative features. Gaurik Solutions has annual revenue of more than $5 million and more than 25 employees.

6. LiveAgent

LiveAgent from Quality Unit includes account management, automated routing, call center management, appointment management, activity tracking, and more innovative features. Quality Unit has annual revenue of more than $5 million and more than 25 employees.


Why is customer service important?

Customer service is an essential element of the business world. It is a component of business that should deliver effectively and professionally to the market to build a strong business reputation and acquire customer satisfaction. These two elements lead firms to improve sales, profits, and brand awareness. A business delivering good customer service tends to take place on the top.

What is the help desk?

Most companies have a help desk system allowing them to attend to their customer’s needs and concerns effectively and quickly. A help desk is a technological tool with advanced characteristics enabling firms to obtain complete data on customer behavior and experience, leading them to generate plans on how to improve their service.

What is the definition of service desk management?

Unlike the help desk, which focuses on customers, the service desk offers service to customers while also helping internal operations such as the IT team and employees to reach peak performance. The service desk allows them to understand their business operation, aiding them to generate strategies to improve operational efficiency, productivity, and tasks execution.

With the amplifying business competition right now, it is wise and essential to use advanced solutions to enhance your company’s overall performance. Service desk software is what you need as it enables automation, effective communication, and improved decision-making processes, resulting in your employees knowing the right solution when complexities arise. With this tool, you can ensure quick response and accurate methods for your employees.

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