Best Service Desk Software

Discover the best Service Desk Software to deliver exceptional service experiences.

For professionals working in interconnected industries, the need for consistent services is essential. IT Services entail technical assistance to operate at maximum efficiency. Any discontinuity in assisting and trouble-shooting worker requests will be detrimental. This is where the need for IT Service Desk Software arises.

What is Service Desk Software?

Traditionally considered a single point of contact (SPOC) between an IT service provider and professionals, IT service desk software helps manage disruptions (service incidents) and service-related requests within an organization. It also plays a vital role in communicating scheduled changes to services or disruptions arising due to internal processes.

The IT service desk system consists of a set of digital tools that allow administrators and staff to monitor and act on tickets (requests) raised by users. Administrators can then track and prioritize tickets, assign them to departments or personnel, report on the performance of the services desk, and ensure the ticket’s timely completion.

What Is the Importance of Service Desk Software to Businesses?

IT service desk software helps reduce the time taken between raising a request and servicing it. Also, it ensures transparency in accountability and responsibility of the department that is in charge of completing the request. An IT service desk system eliminates miscommunication between departments. Reporting tools help companies focus on shortcomings and areas of high-performance simultaneously. Service desk software increases business process efficiency.

How to Choose the Best Service Desk Software?

Price, features, deployment model, customer service support, etc., are just some of the most important factors prospective buyers consider before making a purchase decision on service desk management tools. GoodFirms’ meticulously researched list of service desk software will ensure you land up with the best choice. The powerful filters will help you compare IT service desk software on multiple parameters. Choose the best option from the list of top Service Desk Software generated exclusively by the experts at GoodFirms.

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List of the Best IT Service Desk Software

  • Halp

    Ticketing, powered by your conversations
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    Halp is a conversational ticketing solution for modern teams who are constantly dealing with requests or questions in their communication platform. Stop the hassle of having to deflect to a portal, deal with request overload, or losing track of requests. Turn to Halp to capture, prioritize, manage, and report on requests from Slack or Microsoft Teams. Its used every day by teams including Adobe, G ... read more about Halp

    Entry Level Price
    $15 Per Month
    Free Trial
    14 Days
    Category Focus
    33% in Service Desk Software
  • Infinity ECM

    Business Management Software
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    Info Novitas is a high-tech IT software company which develops award-winning cutting-edge software (web apps, mobile apps, and web portals).An innovative platform that brings a fast IT digital transformation, and includes a large number of integrated systems, solutions and tools for collaboration, communication and management of the entire organization. ... read more about Infinity ECM

    Entry Level Price
    $19 Per Month
    Free Trial
    30 Days
    Category Focus
    50% in Service Desk Software
  • SYSGEM ENTERPRISE MANAGER

    SIMPLIFYING SYSTEM MANAGEMENT
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    Flexible and modular tools for monitoring and managing systems, administering user accounts and auditing security in one single screen - across Windows, UNIX/Linux, OpenVMS and IBM. SEM offers the three core application modules Sysgem System Manager (SSyM), Sysgem Account Manager (SAcM) and Sysgem File Synchronizer (SFiS) which all run via the SEM framework. Sysgem is known for its versatile, powe ... read more about SYSGEM ENTERPRISE MANAGER

    Entry Level Price
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    Free Trial
    N/A
    Category Focus
    33% in Service Desk Software
  • BMC Helix CMDB

    BMC Helix CMDB software that allows to create best-of-breed reference data store.
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    BMC Helix CMDB (formerly BMC Atrium) consolidates landscape and service information from multiple sources into a single representation to help businesses make better decisions. The key selling points for this tool are its scalability, adaptability through an industry-standard data model, powerful data quality and integrity models, and range of visualizations from simple CI view to impact simulatio ... read more about BMC Helix CMDB

    Entry Level Price
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    Free Trial
    N/A
    Category Focus
    50% in Service Desk Software
  • Virima

    IT automation made simple.
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    VIRIMA is a SaaS platform delivering highly automated IT Asset Management (ITAM), IT Service Management (ITSM) and IT Operations Management (ITOM) solutions that are easy and inexpensive to deploy. Through advanced infrastructure discovery and visualization capabilities, VIRIMA links the business processes to the technology and services business rely upon. The innovative automation capabilities of ... read more about Virima

    Entry Level Price
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    Free Trial
    N/A
    Category Focus
    50% in Service Desk Software
  • VIZOR

    IT Asset Management & ITIL Service Desk Software.
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    ITIL Certified ITAM and ITSM solution that reduces costs, improves processes and centralizes information. Gain visibility of all details related to your IT assets including inventory data, supplier information, related documentation and employee allocations. Easily manage IT purchases, agreements, maintenance contracts and the complete lifecycle of your assets. ... read more about VIZOR

    Entry Level Price
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    Free Trial
    N/A
    Category Focus
    50% in Service Desk Software
  • SapphireIMS

    Supercharge Your Employee Efficiency with Intelligent and ITIL based Service Desk
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    SapphireIMS Service Desk is an ITIL 2011 certified, enterprise grade, comprehensive IT Service Management Suite. It helps business enterprises and service providers to manage service operations and ensure guaranteed service delivery to their customers as per defined service level goals. SapphireIMS enables you to implement ITIL best practices for incident, problem, change and service fulfillment p ... read more about SapphireIMS

    Entry Level Price
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    Free Trial
    Available
    Category Focus
    100% in Service Desk Software
  • Olea ERP

    Powerful Better Together
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    OleaERP is integrated ERP/CRM software designed for all size of companies managing their entire business from Supply Chain management, Customer Driven MRP, Advance Production & detailed scheduling, Sales & distribution, CRM, Finance & Accounting, Purchasing & Inventory, Warehouse, HR& Payroll, Project management and Reports/Analytics and along with vast Industry Specific Solution packages. OleaERP ... read more about Olea ERP

    Entry Level Price
    $30 Per Month
    Free Trial
    30 Days
    Category Focus
    100% in Service Desk Software
  • Track-It

    IT Help Desk Software and Asset Management
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    Track-IT Help Desk Software with Endpoint Management. Manage emails from users, tickets, change requests, purchase requests, and IT assets all in one place. At the heart of Track-It! is the Help Desk, which provides you with a 360-degree view of your incidents, problems, and change requests. Track-It! helps you automate and streamline your IT support processes so that you can respond and deliver r ... read more about Track-It

    Entry Level Price
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    Free Trial
    N/A
    Category Focus
    25% in Service Desk Software
  • Conclusion

    End-to-end IT process management solution
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    Conclusion brings corporate process management to a new level. Powerful text editing and collaboration tools, slick interface design, customizable workflows and much more in a single box. What makes Conclusion unique, is a seamless automation of all process steps - from requirements collection to project planning, tracking and task management - in one single solution. No integration between severa ... read more about Conclusion

    Entry Level Price
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    Free Trial
    N/A
    Category Focus
    50% in Service Desk Software
  • Rezolve.ai

    Your AI-Powered Service Desk Within Microsoft Teams
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    Autonomous Level 1 employee support delivered in seconds is the promise of Rezolve.ai. Leveraging the power of advanced AI, sophisticated process automation, intelligent algorithms and hundreds of prebuilt IT Helpdesk skills – Rezolve.ai platform is redefining and reimagining how employees get serviced. Upgrade your service desk's capabilities from just tracking, monitoring or managing to Auto-r ... read more about Rezolve.ai

    Entry Level Price
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    Free Trial
    15 Days
    Category Focus
    25% in Service Desk Software
  • HelpDeskAdvanced

    Improve service delivery effectiveness, resource efficiency and IT department quality.
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    Help Desk Software for the automated Governance of your Service Desk processes. HelpdeskAdvanced is the web and mobile based solution, ITIL v3 compliant , which governs services in all organizational areas in which Service Management is one of the prerogatives to successfully achieve, optimize and effectively the business objectives in charge, operating through high quality standards . The Service ... read more about HelpDeskAdvanced

    Entry Level Price
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    Free Trial
    N/A
    Category Focus
    100% in Service Desk Software
  • Eccentex

    Optimize CX with Continuous Improvements Across the Entire Customer Journey
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    Eccentex's next generation case management software solution is designed to let you integrate all of the different components of your digital infrastructure with easy-to-use, task-focused apps, providing your customers with a delightful experience at every digital touch point. Eccentex AppBase is a low-code platform for digital apps. Its flexible, cloud-architected software empowers people to rapi ... read more about Eccentex

    Entry Level Price
    $100 Per Month
    Free Trial
    Available
    Category Focus
    50% in Service Desk Software
  • Cockpit IT Service Manager

    ITSM Solution : all-in-one portal integrating
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    User-friendly Service Desk. The all-in-one portal integrating service desk ticketing, asset management, task scheduling and monitoring system. Covers all areas of IT system management and has been designed in line with ITIL recommendations. An affordable solution for businesses of all sizes available in a Private Cloud or On Premise. ... read more about Cockpit IT Service Manager

    Entry Level Price
    Contact vendor
    Free Trial
    14 Days
    Category Focus
    100% in Service Desk Software
  • Anakage

    Reduce End User Support Tickets by 50%
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    Anakage End User Support Automation platform for IT Service Desk provides multi pronged approach to reduce support tickets at source, proactive resolution of tickets before user notices it, maintain compliance and automate your high volume processes. With our Cobots we empower users to solve their machine and application related problems themselves. Our Cobots can be designed like intelligent agen ... read more about Anakage

    Entry Level Price
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    Free Trial
    N/A
    Category Focus
    100% in Service Desk Software
  • Best Support System

    SMART DEVELOPMENT SOLUTION PROVIDER
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    Best Support System, Best by name, Best by nature, Best by feature, it is a self-hosted customer support desk software. It handles support tickets, manages email tickets, collects any payment by PayPal. It has a simple installer so that you don’t need any programming skill. We will keep updating regularly and it has an auto update feature. Also it provides lots of features. Scroll down to see so ... read more about Best Support System

    Entry Level Price
    $59 One-time
    Free Trial
    N/A
    Category Focus
    100% in Service Desk Software
  • Hubcase

    Connect CRM systems...Automate B2B escalation
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    Hubcase automates B2B collaboration and escalation of support cases among partners. Hubcase provides plug-ins to your native case management systems such as NetSuite and Salesforce. In the front end, your users will be using their familiar interface, but with an additional B2B escalation functionality. See screenshots NetSuite and Salesforce. In the backend, Hubcase facilitates communication betwe ... read more about Hubcase

    Entry Level Price
    Free version
    Free Trial
    Available
    Category Focus
    100% in Service Desk Software
  • Scopedesk

    EEASY-TO-USE ONLINE HELP DESK SYSTEM
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    Service desk solution that helps businesses manage tickets, track billable timing, send canned replies to customers, and more. Facilitates shared or individual help desk workspaces with access permissions for diverse teams and departments and share information throughout organization. Depending on organization’s requirements, close the entire site to guest visitors, or allow visitors to access s ... read more about Scopedesk

    Entry Level Price
    Free version
    Free Trial
    Available
    Category Focus
    100% in Service Desk Software
  • TeraNet Help Desk

    T-HELPDESK HELP & SERVICE DESK TICKETING
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    T-HelpDesk ticketing is the web and mobile multi-channel , multi-department , multi-level and multi-role solution designed to manage the ticketing system for corporate users and customer users in a single point and autonomously . T-HelpDesk helps to code, classify and manage the flow of tickets in a dynamic and flexible way, automating the routing and routing phases, managing the escalation proces ... read more about TeraNet Help Desk

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    50% in Service Desk Software
  • ZServiceDesk

    ZServiceDesk is a Software Product company in the domain of IT Infrastructure related software prod.
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    ZServiceDesk key products are IT Services Management (ITSM), IT & Non-IT Asset Management (ITAM), IT Governance Risk & Compliances (IT_GRC), Infrastructure Monitoring, IT Support BOT, AI & ML-based Automation, Self-healing etc. ZServiceDesk products are designed for larger organizations and deliver higher scalability, agility and the most comprehensive workflows than any other such products availa ... read more about ZServiceDesk

    Entry Level Price
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    Free Trial
    N/A
    Category Focus
    Service Desk Software
  • Service Desk

    TAKE MORE CONTROL OVER IT CHANGES
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    A new ITSM help desk solution can fundamentally streamline IT, but it can do much more when combined with a change management strategy that doesn’t leave it underutilized. Building on Ivanti Service Manager’s Help Desk, Service Desk adds Change Management and Configuration Management to handle IT changes quickly and efficiently to ensure high levels of service availability and quality for your ... read more about Service Desk

    Entry Level Price
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    Free Trial
    N/A
    Category Focus
    100% in Service Desk Software
  • Re:Desk

    BEST TICKETING SYSTEM FOR SMALL BUSINESS
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    Customer service help desk ticketing software for small business including cloud (Saas) and downloadable version. - it ready help desk - downloadable version - Saas web based version - Ecommerce ready - Multi-site (multi-store) connection - Multivendor ready help desk - Easy to use, 10 min to setup - Everything you need to start supporting customers. Ecommerce ready customer help desk ticketing sy ... read more about Re:Desk

    Entry Level Price
    $250 One-time
    Free Trial
    30 Days
    Category Focus
    33% in Service Desk Software
  • SupportPal

    Customer support, smart and simple.
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    Powerful self-hosted, on-premise help desk software - easy, fast and intuitive. All support requests are directed to a shared inbox for the whole team. Updates and actions from other operators are shown in real-time, enabling greater collaboration and teamwork. Reduce your support requests workload by offering content-rich articles in a self-service area that answer your customers' most frequently ... read more about SupportPal

    Entry Level Price
    $19.95 Per Month
    Free Trial
    30 Days
    Category Focus
    100% in Service Desk Software
  • Simplisys Service Desk

    Simply Smart Service Desk Solutions
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    The Simply Smart approach to IT Service Management. Feature rich, configurable, fast to deploy, simple to use, affordable. Simplisys Service Desk is service management software for the real world. Designed from the ground up to deliver intuitive service management solutions that underpin all core operating procedures including Incident, Problem, Change and Asset Management. Developed to support IT ... read more about Simplisys Service Desk

    Entry Level Price
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    Free Trial
    30 Days
    Category Focus
    100% in Service Desk Software
  • Deepser

    Service Desk Software to improve your business
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    Deepser is a complete solution to manage your support requests, your daily activities and your organisational processes. Deepser is a software house that develops, produces and sell innovative products and services with high technological value. Its main product is Deepser, an IT service management software. Deepser is an innovative and intuitive ITSM solution, with an interactive web interface. ... read more about Deepser

    Entry Level Price
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    Free Trial
    7 Days
    Category Focus
    25% in Service Desk Software
  • CloudApper Desk

    A fast, efficient and effective customer ticketing app
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    CloudApper Desk is a modern and affordable ticketing app designed to support your customers and help grow your business. This robust application streamlines customer support management by providing you with a powerful dashboard and simplified ticket management, with the mobility you need to improve responsiveness. ... read more about CloudApper Desk

    Entry Level Price
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    Free Trial
    N/A
    Category Focus
    50% in Service Desk Software
  • Halo Service Desk

    Break out of the inbox, and connect teams globally.
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    Halo Service Desk is a cloud-based helpdesk solution designed to streamline processes related to workflow management, operations automation, customer & employee engagement, and more. The platform includes a built-in incident management system, which helps businesses handle incidents, service level agreements (SLAs), and communications through a centralized dashboard. Halo Service Desk comes with c ... read more about Halo Service Desk

    Entry Level Price
    $30 Per Month
    Free Trial
    30 Days
    Category Focus
    100% in Service Desk Software
  • Squirro

    IT Service Management Solution.
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    The Squirro ITSM Solution significantly reduces service management costs while facilitating a vastly improved customer experience. It provides AI-driven insights and recommendations stemming from all relevant data sources, structured and unstructured, internal and external. The solution also integrates directly with your existing command center, allows users to significantly reduce mean time to re ... read more about Squirro

    Entry Level Price
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    Free Trial
    N/A
    Category Focus
    33% in Service Desk Software
  • EcholoN

    Enterprise Service Management Suite - Made in Germany
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    EcholoN - is the modular and individual standard software custom-made suit for your company. Adaptation without programming, individually and always updateable. That's EcholoN, the service management software. The EcholoN Helpdesk solution focuses on internal IT and user support, which makes it the link between the IT department and their colleagues. The EcholoN Helpdesk solution can be customized ... read more about EcholoN

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    25% in Service Desk Software

Frequently Asked Questions

How Does a Service Desk Software Work?

Most of the service desk software can work as both- helpdesk and service desk.  It acts as a single point of contact between the customers, employees, and the business partners. The service desk agents help customers solve their problems with a product, usage, training, personalization, and other services.  Service desk software can be integrated with various business processes and departments like IT, HR, HR workflow, admin, etc. It can assist users in verifying and evaluating various contracts, answering user's IT-related problems, managing and registering IT equipment registration, etc.

What Is the Best Service Desk Software?

Service desk software tools are available in several versions and features. There is an endless list of service desk software, but the best service desk software could largely depend on the organization's needs and how well the tools align with their goal. However, to choose the best service desk software, users can go through the service desk software list and compare them against their features, pricing, and services. Besides, standard features users must select the service desk management tools that compensate the features of other software like asset management or knowledge management. Some of the most popular service desk software solutions that organizations can consider are LiveAgent, FreshService, AzureDesk, SapphireIMS, etc.

What Is the Difference Between Service Desk Software and Help Desk Software?

  • Service Desk Software: The service desk software is usually focused on the improvement of internal processes and addresses issues that aren't directly customer-related. It deals with various aspects of business like incident management, knowledge management, release management, asset management, change management, employee management, etc. The service desk software offers a wide range and complex services. In short, it addresses the overall IT and business processes. For instance, it is maintaining a knowledge base for future reference. Most of the service desk software solutions available in the market can be used as help desk software.
  • Help Desk Software: The primary use of the service desk management tool is to handle service requests and incidents. It is generally focused on fixing and troubleshooting IT-related issues (immediate fix). Helpdesks are subsets of the service desk.  For instance, configuring PC settings or adding a new device to the system.

What Is the Work of Service Desk software?

Service desk software is a single point of communication between the service providers and the users. A typical IT service desk system is used for managing incidents and responding to service requests. But it has a broad scope and can also be used for,

  • Knowledge management
  • Ticket management or Service request management
  • Data reporting
  • Incident management
  • Change management
  • Self-service

Why Use Service Desk Software?

Service desk software tools allow users to manage and respond to customer requests.  It enables organizations to implement effective workflows for enhancing customer service as well as resolving technical issues within the organization. The IT service desk system gives detailed information like software installed, hardware specification, scan history, asset ownership history, etc., which helps enterprises to plan IT-related strategies more accurately. The service desk software dynamic features assist users in managing their assets (hardware and software) and retrieve all information related to the inventory just with a single click.  The automation feature of IT service desk software further empowers the organization to respond quickly to customer queries and reduce labor costs. Service desk software also offers a self-service portal to help customers solve their issues without any assistance.

How Can I Set Up a Service Desk Software?

Service desk software solutions can be deployed either on cloud or on-premise based on the user's preferences. If you intend to opt for the on-premise service desk software solutions, then you can consider the O.S, processor, RAM, and hard disk size. The disk size largely depends on the size of requests that the service providers can handle per day.

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