Ensuring quality customer experience and employee satisfaction entails plenty of things. Most importantly, it requires providing them a helping hand when they need it. Resolving incidents and issues reported by multiple individuals can keep your hands full. Although by equipping robust service desk software, you can streamline transactions and request fulfillment. That said, secure yours as early as now from this article.


15+ Service Desk Software

1. SolarWinds Service Desk

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Rating: 4.6/5

Price: $19/month

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2. Freshservice

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Rating: 4.7/5

Price: ₹999/month

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3. Jira Service Management

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Rating: 5/5

Price: FREE

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4. SysAid

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Rating: 4.7/5

Price: FREE

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5. Spiceworks

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Rating: 4.9/5

Price: Custom

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6. BMC Helix ITSM

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Rating: 5/5

Price: Custom

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7. Splashtop SOS

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Rating: 4.8/5

Price: $5/month

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8. ServiceNow IT Service Management

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Rating: 4.7/5

Price: Custom

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9. LogMeIn Rescue

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Rating: 4.6/5

Price: $108.25/month

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10. Cherwell ITSM

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Rating: 5/5

Price: Custom

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11. Ivanti Service Manager

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Rating: 5/5

Price: FREE

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12. AtSpoke

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Rating: 5/5

Price: $3/month

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13. ManageEngine ServiceDesk Plus

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Rating: 5/5

Price: Custom

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14. Incident IQ

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Rating: 4.6/5

Price: Custom

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15. Hornbill Service Manager

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Rating: 5/5

Price: Custom

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16. GoToAssist

Details

Rating: 5/5

Price: $69,00/month

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What Is Service Desk Software?

Service desk software is a digital solution designed to help internal support teams by digitizing the complexities of service desk operations. It integrates multiple business functions and unifies controls in a centralized platform. With this software, organizations can start using their preferred digital devices to automate the tasks involved in providing IT support. Also, it has ticketing software capabilities for documenting issues and queries submitted by customers. Then it organizes and routes the request to the appropriate desks.

In addition, it gathers data analytics and measures key performance indicators (KPIs) to gain better insights. Most software under this category also incorporates messaging platforms for better communication. 

Benefits

With this technology in your digital toolkit, you can respond to issues and problems more efficiently and productively. It makes the request processing seamless, ensuring that the ticket goes to the right technician. Also, it has workflow automation capabilities allowing you to breeze through the repetitive and complex service desk activities.

Features

In looking for the software to acquire, your goal should be to single out the one that offers services that align with your service desk needs. Although, it is easier said than done. In the software market, there is a long list of digital solutions waiting for you. To filter out your choices, you should deliberate carefully and look into the essential elements of a service desk solution. Also, study varying software packages and subscription plans and their compatibility with various business sizes and digital devices. In addition, remember to consider these features in your decision-making:

  • Issue management tools
  • Ticketing management and automation capabilities
  • Asset management tools
  • Workflow management features
  • Remote workforce management tools
  • Live chat platform
  • Change management capabilities
  • Service catalog
  • Business dashboard

Top 10 Service Desk Software

1. ServiceNow IT Service Management

Issue auditing and email management tools are accessible in this service manager help desk software. They have a revenue of 4.5 billion dollars and have employed 1,500 people. 

2. BMC Helix ITSM

Problem management and change management tools are features you can use in this software. They have 6,000 people working for them and have 2 billion dollars in revenue.  

3. Jira Service Management

With this software, you can streamline assignment management and compliance management. Its developer, Atlassian, has 1.6 billion dollars in revenue and has 5,752 people working for them.

4. SolarWinds Service Desk

Functionalities for contract management and call center management are accessible in this software. They have 1 billion dollars in revenue and have 2,738 employees working for them.

5. Ivanti Service Manager

With this digital solution, you can utilize problem manager and availability management capabilities. They have a generated revenue of 500 million dollars and have employed 3,200 people.

6. Cherwell ITSM

Cherwell ITSM provides its users with inventory management and cost tracking features. They have 105 million dollars in revenue and have 500 people on their team.

7. Spiceworks

This IT Help Desk solution has configuration management and activity monitoring functionalities. They have 390 people in their team and have a revenue of 80 million dollars.

8. GoToAssist

With this remote support solution, you can access screen-sharing capabilities and a real-time chat platform. They have 132 employees and have a revenue of 27 million dollars.

9. SysAid

SysAid is a service desk software for small business with incident management and audit management capabilities. They have 111 employees and have a generated revenue of 20 million dollars.

10. Freshservice

Freshservice is Freshworks help desk software with tools for automated routing asset tracking. They have 15 million dollars in revenue and have 78 employees in their team.

FAQs

Why is a service desk essential?

Service desks help employees and customers reach IT professionals to report an issue or a problem on their end. That said, businesses operate service desk activities to resolve incidents most optimally. Also, it is essential because it reduces the impact of incidents on the organization or helps avoid unfortunate situations overall.

What is the role of a CRM in a service desk?

Service desk operations touch on resolving organizational IT concerns and offering customer support. CRM software is for the latter purpose. Choosing a service desk solution with customer relationship management functionalities or integrating it with CRM solutions will help you utilize customer data to strengthen customer relationships. Also, it allows you to take advantage of multiple communication channels improving brand accessibility and enhancing customer service.

What are the differences between helpdesk and service desk software?

Helpdesk and service desk software have overlapping functionalities. Some may even say that these two are similar. Although, these two have differences that draw the line that set them apart. For one, the service desk encompasses a broader scope of functionalities to help businesses provide services to their customers to resolve incidents and avoid the same problem in the future. On the other hand, help desk software focuses more on solving immediate needs by providing necessary information.

When technical issues surface within your organization or on the customers’ end, you need to act quickly and take the most efficient method to provide a solution. Failing to do so can cause a snowball effect and can negatively impact the health of your business. That said, ensure to combat possible risks and heighten your customer services by securing the best service desk software at your disposal.


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