The greatest service desk software offers both customers and workers quick, simple, contextually appropriate service. Your business can operate more effectively if your staff have the equipment and supplies they require.
Customers who are happy are happy staff.
We’ve compiled the top 15 service desk software options to assist you choose the finest one for your company because every organization has different demands.
Zendesk
Best for: Businesses and SMBs
Pros:
- Simple to implement
- affordable total cost of ownership
- CRM in conversation
Although Zendesk is perhaps best known as a capable help desk solution, it is also a full-featured service desk software solution. Our technology unifies employee self-service portals and multichannel ticketing in one location. Service representatives can reach consumers wherever they are by using Zendesk.
Some examples of these channels include:
- Social media
- SMS
- Live chat
- Facebook Messenger
Also, IT teams can effectively monitor issues, trouble tickets, updates, and assets while still giving their greatest clients—other employees—excellent support.
The effective customer care desk software from Zendesk assists support teams in:
- Handle service requests, issues, incidents, and events.
- Use macros, or predetermined replies, to more quickly resolve typical user issues.
- Tag issues to report, classify tickets, and keep an eye on concerns
- Integrate with standard IT asset management applications to keep track of phones, PCs, monitors, and other devices.
Features:
- Canned responses
- Asset management
- Chatbots
- Custom views
- SDKs, APIs, and native integrations
- Ticketing
- Real-time updates
- Omnichannel support
- Agent collaboration
- SLA management
- Mobile apps
- Workflow and branding customization
- Smart triggers
HelpScout
Best for: SaaS companies
Pros:
- Easy to onboard new users
- Good interface
- Automated workflows
Help The service desk software from Scout has a strong feature set appropriate for teams of 500 agents or more, but it may also be used by smaller companies. Help Scout is a reliable solution for service desk assistance since it has all the capabilities you’d expect from a service desk, including native knowledge bases, sophisticated reporting, ticket management, and many connectors.
With a free 14-day trial, you may give it a try before switching to the Standard ($20 per month per user) or Plus plan ($35 per user per month). You must use the website to submit a price request for the company plan, which is intended for big businesses. Also, Help Scout provides a discount to start-up businesses and organizations with a social or environmental mission.
Features:
- Automation
- Live chat
- Ticketing system
- Reporting
- Custom responses
- Self-service options
- Third-party and native integrations
Jira Service Management
Best for: IT and support teams
Pros:
- Automated routing of tickets
- Easy to use
- Integration options
The IT service desk software application Jira Service Management, which is cloud-based and intended for Dev, IT, HR, legal, and other internal support teams, is Atlassian’s flagship offering. Conversational ticketing, automation, self-service, issue management, and native knowledge base connections are just a few of its advanced features. (But, a Confluence subscription is needed in order to use the knowledge base connection.)
Jira has gained popularity for its well-balanced combination of performance and sophistication together with a simplicity that enables teams to swiftly start up, continually adjust, and offer top-notch service. Jira is available without charge, although there is a three agent or ten user cap. As an alternative, you may try either the Jira Standard or Premium plan for a week for free.
Features:
- Smart automation
- Conversational ticketing
- Post-incident analysis
- API and SDKs
- Tracking and reporting
- Asset and SLA management
- Self-service portal
Vision Helpdesk
Best for: IT service management
Pros:
- Customization options
- Ticketing system
- Good price for functionality
Your service agents can plan, organize, and provide high-quality service thanks to the service desk software from Vision Helpdesk. The system is intended to automate as many service desk tasks as possible, such as change management, security, and service-level management, among others.
As Vision Helpdesk is cloud-based and industry-neutral, any support team may make excellent use of it. Also, Vision has a function called gamification that is very exceptional and helps motivate your customer care representatives to achieve their goals.
Features:
- Knowledge base management
- Asset management
- Shared inbox
- Robust automations
- Customization
- API and native app integrations
- Live chat
- Advanced reporting
- Ticket management
Salesforce Service Cloud
Best for: Customer support
Pros:
- Customizable
- Easy to integrate
- Self-serve catalog
Salesforce may be best known for its CRM, but the business also provides a robust service desk software solution. Your service staff will have access to native productivity tools, an omnichannel dashboard, and a consolidated view of customer interactions and case information thanks to the Salesforce Service Cloud, among other things.
The Service Cloud will integrate smoothly with any other CRM solutions you may be utilizing if you currently use Salesforce. Although there isn’t a free edition, you may try this service desk software out for free for a full 30 days to see whether it’s the appropriate fit for your team.
Features
- Knowledge management
- Self-service options
- Service desk analytics
- Forums
- Online training and on-demand webinars
- Omnichannel support
- Process automations
- APIs, SDKs, native, and third-party integrations
- Asset management
- Learn more about using Salesforce with Zendesk.
Slack
Best for: Team collaboration
Pros:
- Seamless communication
- Integration with other tools
- Workspace management
The greatest service desk makes inventive use of the tools your staff currently uses. Slack is one of the simplest service desk technologies you can employ to support your implementation because of how adaptable it is. You can even utilize Slack to replace your service desk software with the correct apps, integrations, and processes.
But even if you don’t go as far as replacing your service desk with Slack, you can still use it to handle tickets, coordinate conversations, answer inquiries automatically, document replies in your knowledge base, and more. Try Slack for free with a few features or sign up for a free trial of one of the commercial services to connect it with your service desk.
Features:
- Custom user groups
- Unlimited message history
- 24/7 support
- Learn more about using Slack with Zendesk.
- Unlimited app integrations
- Slack Huddles
- Voice and video calls
Freshservice
Best for: IT service management.
Pros:
- Asset management
- Easy to configure
- Cloud-based
The main goals of Freshservice are to reduce downtime and boost agent productivity. With a clear, straightforward UI and adjustable pricing that is scalable with your business, the software aids support teams in streamlining ticket resolution and internal cooperation. There are four distinct plans available.
Among its many helpful features, Freshservice unifies service into a single dashboard, automates time-consuming, repetitive operations, and reduces time to value with its no-code platform and professional onboarding services.
Features:
- Analytics
- Incident management
- Self-service portal
- Workflow automation
- Native app integrations
SysAid
Best for: IT software management
Pros:
- Automated workflow
- Easy integration
- User-friendly
SysAid is a top option if you want to combine asset management with your service desk. Due to the fact that the features are offered in different modules, you may, for instance, simply utilize the asset management module at first and add the service desk later. A distinctive, visual dashboard is another feature of SysAid that offers a bespoke perspective of your network.
Although SysAid is free to trial, there isn’t a free version. For pricing details, get in touch with the business directly.
Features:
- Third-party integrations
- Lightweight Directory Access Protocol (LDAP) integration
- Detailed changelog
- Advanced customization
- HTML5 mobile browser client
- Workflow automation
ServiceNow IT Service Management
Best for: Enterprise ITSM
Pros:
- Chat integration
- Cloud-based
- Customization
SysAid is a top option if you want to combine asset management with your service desk. Due to the fact that the features are offered in different modules, you may, for instance, simply utilize the asset management module at first and add the service desk later. A distinctive, visual dashboard is another feature of SysAid that offers a bespoke perspective of your network.
Although SysAid is free to trial, there isn’t a free version. For pricing details, get in touch with the business directly.
Features:
- Request management
- Virtual agent
- Asset and cost management
- Surveys and assessments
- Walk-up experience
- Benchmarks
- Agent workspace
- Configuration management
- Mobile agent
Spiceworks
Best for: IT network management
Pros:
- Easy implementation
- Good support
- Simple reporting
The Spiceworks Cloud Help Desk was created specifically for IT teams who want software that makes IT help desk operations run more smoothly. Its cloud-based application’s notifications, personalized ticket fields, and ticket routing make it simple to set up, update, and modify. The service desk comes with helpful reports, remote assistance sessions, and an easy-to-use mobile app.
The Spiceworks ecosystem of software includes this service desk, which also has online inventory and device monitoring. Additionally, Spiceworks’ Cloud Help Desk is free to use if all of that wasn’t enough.
Spiceworks
Features:
- Ticket management
- Self-service options
- Custom reports
- Secure remote support
- User portals
- Custom ticket attributes and rules
