The Best Service Desk Software of 2021

Our service desk software reviews are the result of over 40 hours of research on 60+ service desk software companies from across the web. These reviews and our service desk software guide help small businesses and startups find the best service desk software for their business.

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How We Chose the Best Service Desk Software

Whether your business is small or large, it can be challenging to respond to client requests daily when resolving several issues. Customers enjoy speedy solutions to critical problems, and sometimes even a considerable team struggles to keep up. That’s why finding service desk software that suits your industry is essential.

Another difficulty is wading through all the online offerings to find the perfect product. Fortunately, we’ve used the methodology criteria below to determine the best service desk software of 2021.

Service Desk Features

There are several features we evaluate that specifically cater to service desk functionality. We made sure to analyze each of the products in this list for the availability of these tools. Each one serves to improve service delivery and optimize user experience.

Here are the main features we assessed for the best service desk software:

  • Self-service portal
  • Knowledge base
  • IT asset management
  • Change management
  • Incident management
  • Remote control

Integrations

Your industry determines what application types you’ll need to meet your quarterly objectives. For example, you may deal with taxes, payroll, CRM, and asset tracking. The best service desk software incorporates integrations with other business platforms so you can access everything in a central location.

Some of the other integrations you might find with the software include:

  • HR
  • Legal
  • Work orders
  • Facilities management
  • Office documents
  • Finance systems

Reports

The best service desk software often provides many reports that you can draw, including graphical information and dashboards where you can see all the data together. You can align these to your business needs and customize which widgets to display.

Here are some of the reporting tools that might be part of the software package:

  • Incident reports
  • Request tracking
  • Quarterly figures
  • Ticket management
  • Management dashboards

The 15 Best Service Desk Software of 2021

We’ve searched online for the best service desk software, saving you the trouble. The table below is in alphabetical order by company, making it easier for you to assess. We’ve also given the details for pricing, free trials and demos, and where to find the products on the internet.

We’ve followed the table with short reviews of each product. You can read about the top features for each while evaluating the pros and cons. Finally, we give you some insight into choosing the best software based on the benefits and tools.

Here’s our list of the 15 best service desk software of 2021.

Freshdesk

Freshdesk
If you’re looking for a product that provides omni-channel support for client engagement, Freshdesk is the way to go. Customers can contact team agents through different methods, such as Whatsapp, email, and social media. The technicians can then access all requests through a single self-service portal.

Omniroute is a tool that redirects all messages and requests to the correct team members. You can customize priorities and establish limits on how many queries each agent can handle. In this way, you’re assured of improved productivity and can protect your employees from becoming overburdened.

Features include:

  • Ticketing
  • Collaboration
  • Automation
  • Help widgets
  • Reporting and analytics

Several price plans are available for Freshdesk, depending on how many features you’ll need in your business. You can grab a free trial for any of the devices on which it’s deployed, granting you remote access from any location.

PriceFree Trial/DemoFeatures
Blossom: $15/user/month
Garden: $35/user/month
Estate: $49/user/month
Forest: $99/user/month
Free Trial>Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
>Support: 24/7 (live rep), phone during business hours, online
>Reporting and integrations included
>More features at Freshdesk

Pros & Cons of Freshdesk Service Desk Software

While several platforms are available for Freshdesk’s software, there are no downloads for Windows or Mac devices. It allows you to create an extensive knowledge base for your clients to find all the relevant processes and information. You can set automations for SLA terms and conditions while being able to track and manage your assets.

ProsCons
>Knowledge base
>SLA management
>IT asset management
>No Windows or Mac deployment

What Customers Are Saying

One client was impressed with the integrations, stating, “I like the fact that it has a dedicated APP for mobile use, that I can use Email to respond to tickets, great search functionality as well.” Another user also enjoyed the experience, writing, “The Freshdesk support was highly responsive and helpful if we had questions. Using this platform cut down on time spent fielding immediate requests that were not a high priority.”

Freshservice

Freshservice
Freshworks brings you both the Freshdesk and Freshservice products, delivering similar services differently. You’ll have access to some of its best service desk software tools in a different environment, with a few extra features along the way. For example, Freshservice has a more extensive focus on IT integration and AI automation.

There’s a user-friendly environment that combines different communication systems, such as Slack, MS Teams, and a chatbot. With the self-service portal, you can scale your business as it grows with feature-rich integrations. It lets you connect to hundreds of marketplace applications and streamline your services across all your departments.

Features include:

  • Ticket resolutions
  • SLA management
  • Self-service portal
  • Automation
  • Team challenges

Freshservice has a different set of pricing plans than Freshdesk, which aligns with how many features you need to install. There’s a set free trial of 21 days, with live 24/7 support in case you need assistance.

PriceFree Trial/DemoFeatures
Starter: $19/user/month billed annually
Growth: $49/user/month billed annually
Pro: $89/user/month billed annually
Enterprise: $109/user/month billed annually
21-Day Free Trial>Deployment: Web-based, cloud, SaaS, Android, iPhone/iPad
>Support: 24/7 (live rep), phone during business hours, online
>Reporting and integrations included
>More features at Freshservice

Pros & Cons of Freshservice Service Desk Software

Freshworks also doesn’t supply platform downloads for Mac or Windows when it comes to Freshservice. Your team can access the software from anywhere with remote control functionality. For improved service delivery, the top utilities are the incident and change management modules.

ProsCons
>Remote control
>Incident management
>Change management
>No Windows and Mac deployment

What Customers Are Saying

A reviewer had plenty to say regarding the top features, writing, “Layout is clean and easy to understand. Has fun ‘gamify’ system which lets my techs compete with others for prizes with the system keep score.” One user was pleased with the installation, stating, “The value of the features I was getting with the ease of setup. Within the trial period, I had most of the set up done before I presented to my department head. The ease of switching from the previous (and archaic) system to FS for our end users was, overall, seamless.”

HappyFox

HappyFox
PC Mag has selected HappyFox as the editor’s choice for the best service desk software for five consecutive years. The program delivers an extensive ticket managing system with automated workflows that simplifies your processes. It has a central location for all requests, breaking them up into different categories.

The system works by letting you outsource the complex, routine tasks to its intelligent rules system. It delegates the work appropriately, allowing quick action by the correct technicians. You can also establish templates for common queries and requests so your clients receive faster service.

Features include:

  • Ticketing system
  • Canned actions
  • Task management
  • Help desk reports
  • Asset management

While the website lists several plans, you’ll have to request a quote for each one to see if it’ll suit your business needs. Feel free to test any of these packages with a free trial to see how well it works with your network.

PriceFree Trial/DemoFeatures
Custom QuoteFree Trial>Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
>Support: 24/7 (live rep), online
>Reporting and integrations included
>More features at HappyFox

Pros & Cons of HappyFox Service Desk Software

HappyFox also has no deployment on Windows and Mac devices. There’s a central self-service portal where clients and agents can access all the information and requests in one place. Your team can log into the platform from the office or on-site, while there’s a detailed IT asset tracking system for your annual stocktaking.

ProsCons
>Self-service portal
>Remote control
>IT asset management
>No Windows or Mac deployment

What Customers Are Saying

Many businesses are impressed with the support HappyFox delivers, stating, “Setup time was a breeze, and the support team was on hand to guide us through all hurdles during the first few weeks.” One user specified several benefits, such as “With a ton of new features, HappyFox is a step above the rest for ticketing and knowledge bases. Some key features/pros are — Support request from multiple channels.”

HubSpot Service Hub

Hubspot-Logo
Besides marketing, sales, and CMS, HubSpot also presents a service hub for handling daily requests. With a complex automation system and self-service portal, you can scale your support team to the size you need. You can add routine and various categories so that your team can prioritize jobs based on your business objectives.

You can customize the onboarding plan so that new members can learn the system quickly through personalized training and guides. If you already have a CRM system in place, you can integrate the HubSpot service desk with it. You won’t have to waste time or pay high costs to change your network completely.

Features include:

  • Central service hub
  • Partitioning
  • Custom objects
  • Smart content
  • Ad management
  • Website activity leads

The pricing plans are based on which tools you need and how many monthly contracts you plan to manage. If you need assistance, there are 24/7 live reps available.

PriceFree Trial/DemoFeatures
Starter: $45/month
Professional: $800/month
Enterprise: $3,200/month
Free Trial>Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
>Support: 24/7 (live rep), phone during business hours, online
>Reporting and integrations included
>More features at HubSpot Service Hub

Pros & Cons of HubSpot Service Hub Service Desk Software

HubSpot lets you develop a massive knowledge base, attending to your clients’ queries with guides, FAQs, and support pages. You can assign tasks and rules based on SLA conditions and milestones while tracking daily incidents to monitor patterns and trends. Unfortunately, there are no Windows or Mac programs you can download to a local computer or server.

ProsCons
>Knowledge base
>SLA management
>Incident monitoring
>No Windows or Mac deployment

What Customers Are Saying

When reviewing the system features, one client writes, “We automatically create tickets from chats, which makes dropping the ball on tickets harder to do. The knowledge base is flexible, and the layout templates allowed us to get on-brand.” One user also adds, “I love how convenient it is to make filters to see your tickets, change the status or update ticket fields, add ‘Snippets’ for responses frequently used, and how easily conversations are looped together without creating duplicate tickets.”

Jira Service Desk

Jira
Atlassian has several products at the helm, one of which is the Jira Service Management module for handling the daily client requests. You’ll empower your team with powerful API integrations, allowing them to become more effective. There’s also a central portal for customers to see a ticket status or follow up on a query.

The system adapts to the growing size of your business, making it flexible and scalable. You can add as many technicians as you need, as there’s no upper limit for the number of users. The robust platform also lets you create an extensive knowledge base.

Features include:

  • Request management
  • Incident tracking
  • Problem management
  • Configurations
  • API

There are four payment plans: Free, Standard, Premium, and Enterprise. Each has a unique selection of features and user limits. You’ll need to insert the number of agents on the website to calculate the potential monthly rate.

PriceFree Trial/DemoFeatures
Custom QuoteFree Trial>Deployment: Mac, Windows, web-based, cloud, SaaS, iPhone/iPad, Android
>Support: 24/7 (live rep), online
>Reporting and integrations included
>More features at Jira Service Desk

Pros & Cons of Jira Service Desk Software

While the pricing feature is excellent for receiving an estimate, you won’t know the actual cost of the platform until you contact Atlassian and supply your requirements. If you have teams that work on various sites, they can access the self-service portal remotely. Changes are also tracked on the system so you can see how to improve service delivery.

ProsCons
>Remote control
>Change management
>Self-service portal
>No specific price listings

What Customers Are Saying

One user explains a few of the features that benefited their company, writing, “The user interface has a modern look and feel and is intuitive enough even for a novice user or admin. It has a pretty standard set of tools to run your usual IT Helpdesk and Support roles straight out of the box.” A reviewer enjoyed the APIs available, stating, “Its rest API is pretty powerful too and very easy to extend Jira to integrate with 3rd party applications that don’t have an official Jira integration.”

Jitbit Helpdesk

Jitbit
Jitbit’s best service desk software focuses on dealing with email requests. It automatically converts emails into tasks, whether received from the client or forwarded by your tech team. If you’re worried about customers overwhelming your staff during a crisis, the system has flood protection built into it.

There’s also a handy forum for users to supply ideas about the platform’s features. A client can suggest a utility or service, presenting other members with the chance to vote on it. In this way, you can develop a road map that’s transparent and meets your customers’ needs.

Features include:

  • Email-first helpdesk
  • Automation
  • Mobile self-service
  • Team mailbox
  • Canned responses

Four price plans are available for the Jitbit Helpdesk. The primary differences include available storage space, number of agents included in the rate, and how many features you want to install.

PriceFree Trial/DemoFeatures
Freelancer: $29/month
Startup: $69/month
Company: $129/month
Enterprise: $249/month
Free Trial>Deployment: Windows, web-based, cloud, SaaS, iPhone/iPad, Android
>Support: 24/7 (live rep), phone during business hours, online
>Reporting and integrations included
>More features at Jitbit Helpdesk

Pros & Cons of Jitbit Helpdesk Service Desk Software

While you can download the software to your server for Windows devices, the option isn’t available for Mac systems. You can manage all your IT assets in one central location, and your clients can check for feedback on their tickets in a self-service portal. They can also read the latest processes and guides in the knowledge base you create.

ProsCons
>Knowledge base
>IT asset management
>Self-service portal
>No Mac deployment

What Customers Are Saying

One client had something to say about the payment plans, stating, “The pricing model for Jitbit self hosted makes the product exceptional value for money, made even better by the license being perpetual.” Another reviewer mentioned more about the features, writing, “Flexibility, speed and ease of use are what make this software the premier application for a Web based HelpDesk.”

Kustomer

Kustomer
Kustomer doesn’t consider itself a simple ticket managing system. Instead, it incorporates a CRM approach with its best service desk software tools. It automates the menial, routine tasks while providing answers through a detailed knowledge base. This feature frees up time for your technicians to focus on more significant work.

The main element that makes the system work is machine learning. The software gathers information from client requests and technician responses, adapting over time to automatically reply in the same manner. There’ll be less time spent reading emails and more time performing the actual services required.

Features include:

  • Omni-channel communication
  • Remote customer service
  • Artificial intelligence
  • System integrations
  • Task automation

You’ll only find two price plans for Kustomer. The second package contains the same features as the first while adding a few extra tools. Some of these include real-time dashboards, enhanced routing, and sandbox access.

PriceFree Trial/DemoFeatures
Enterprise: $89/user/month
Ultimate: $139/month/per user
Free Demo Only>Deployment: Web-based, cloud, SaaS
>Support: Phone during business hours, online
>Reporting and integrations included
>More features at Kustomer

Pros & Cons of Kustomer Service Desk Software

Your agents will have access to the entire system no matter where they’re working from at any point in time. If you have several SLAs in place, the system lets you set rules for projects and deadlines so you can meet your service delivery objectives. You can also track incidents to put preventive measures into place. However, the software is lacking any Mac or Windows deployment.

ProsCons
>Incident management
>SLA monitoring
>Remote control
>No Windows or Mac deployment

What Customers Are Saying

One user expressed complete system satisfaction, indicating, “The concept can’t be beat — aggregating multiple customer touchpoints into a timeline really gives you an immediate sense of that user.” A client was more impressed with the communication features, stating, “I also like that I can easily assign tickets to other members or teams within my company and tag others in notes if I need help responding to a query or need to alert another team member to the communication.”

LiveAgent

LiveAgent
LiveAgent’s service desk software aims to assist with client conversion and retention. Its omni-channel platform holds several communication apps in one place, such as email, social media, and contact forms. It saves your team time switching between tabs and online systems, finding all the requests from different media.

Once you set up the roles and responsibilities, the task automation function will send requests to the correct agents. It creates an audit trail while maintaining a list of incidents for you to monitor. You can also create a database of your company’s assets and keep track of expiry dates and performance status.

Features include:

  • Live chat
  • Ticket management
  • Business integrations
  • Knowledge base
  • Omni-channel communication

LiveAgent has a plan that’s completely free forever. However, the features are extremely limited, and you’ll want to upgrade to one of the monthly subscriptions for a better experience.

PriceFree Trial/DemoFeatures
Limited account: Free
Ticket: $15/agent/month
Ticket&Chat: $29/agent/month
All-inclusive: $39/agent/month
Free Trial>Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
>Support: 24/7 (live rep), online
>Reporting and integrations included
>More features at LiveAgent

Pros & Cons of LiveAgent Service Desk Software

LiveAgent is another system with no Mac or Windows deployment. Your team and clients will both have access to the omni-channel self-service portal. Guidance is in the form of a knowledge base where anyone can see which processes to follow and how queries are handled. You can also keep track of which agents make changes through authorized roles.

ProsCons
>Self-service portal
>Knowledge base
>Change management
>No Windows or Mac deployment

What Customers Are Saying

When discussing how the software works with roles, a user writes, “The tagging system of the tickets is very useful when prioritizing, the departments and the assignment allow to order and define who is responsible at each stage.” One client mentioned the omni-channel portal, indicating, “We use LiveAgent to manage chat conversations on our website with the aim of converting initial enquiries into qualified sales leads.”

ManageEngine ServiceDesk Plus

ManageEngine
ManageEngine has several business solutions available, one of which is the ServiceDesk for dealing with daily firefighting of requests. Its Problem Management module helps your team analyze the root cause of issues so they don’t arise again. It also caters to project management by tracking resources and progress and providing feedback.

The system lets you publish the service catalog that’s linked to your SLAs. It provides transparency so your clients can see how you plan to deliver on your promises. It also helps with role identification, making it clear which department deals with specific tasks.

Features include:

  • Best practices workflow
  • Smart automation
  • Codeless automation
  • Extensive reporting
  • Integrations with IT apps

The three main plans are Standard, Professional, and Enterprise. The Professional package adds asset management to the basic services, while the Enterprise plan includes project and change management.

PriceFree Trial/DemoFeatures
Custom QuoteFree Trial>Deployment: Windows, Mac, Web-based, cloud, SaaS, Android, iPhone/iPad
>Support: Phone during business hours, online
>Reporting and integrations included
>More features at ManageEngine ServiceDesk Plus

Pros & Cons of ManageEngine ServiceDesk Plus Software

One of ManageEngine Service Desk software’s top benefits is the effective management of your company’s assets. Your team can manage requests from anywhere as long as they have a connection to the internet or server. You can also develop a massive knowledge base for your clients to work through when your team isn’t available.

However, if you need ManageEngine’s assistance, you can only contact them by phone during business hours.

ProsCons
>Remote control
>IT asset management
>Knowledge base
>No 24/7 live support

What Customers Are Saying

Companies aren’t shy in expressing their joy at the training received, stating, “Their support staff and community are absolutely incredible. They even have FREE master classes to help you learn more about how it works, and user conferences where the actual developers give you hands-on training, so you find out even more about administering it.”

Salesforce Service Cloud

Salesforce
Salesforce has a 360-degree approach to service delivery. It believes in a sustainable client focus from start to finish, improving customer satisfaction. Ready-made tools that aid in reducing response times include keyboard shortcuts, macros, and templates.

The software streamlines processes with the self-service portal, giving your team the chance to view every case result, context, and history for future remedies. The detailed dashboard also provides a complete overview of your clients for monitoring satisfaction levels.

Features include:

  • Lightning service portal
  • Case management
  • Omni-channel routing
  • Service process automation
  • Analytics
  • Order management

Salesforce offers four plans with different features and service desk models. You’ll also pay more if you increase the number of users on the system.

PriceFree Trial/DemoFeatures
Essentials: $25/user/month
Professional: $75/user/month
Enterprise: $150/user/month
Unlimited: $300/user/month
Free Trial>Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
>Support: Phone during business hours, online
>Reporting and integrations included
>More features at Salesforce Service Cloud

Pros & Cons of Salesforce Service Cloud Service Desk Software

With Windows and Mac deployment missing, you can still make use of the software online and on mobile phones. Track your SLA commitments to ensure you’re meeting the company obligations. It also lets you maintain records of roles and responsibilities, changes, and incidents.

ProsCons
>SLA management
>Incident tracking
>Change management
>No Windows or Mac deployment

What Customers Are Saying

Users are pleased with how well they can keep up with demand, writing, “With Service Cloud, we have a complete overview of our Customers. From Lead to Case, we can log all customers activities and be proactive for their needs.” Another client commented on the interface, stating, “I love that, compared to Salesforce Classic, I can see all of the information about the Prospect or Client that I need all on one page. I don’t have to go from one page to another.”

ServiceNow

ServiceNow-Asset-Management
ServiceNow deployed a service desk platform to consolidate all your apps and integrations in one place. It stores shared data so your management and tech teams can analyze insights for improving your service delivery times and quality. The software also creates a resilient experience, adapting each time your agents respond to queries.

Not only does it cater to change management but you can also set the release management module. You can automate approvals that don’t require input from the team, retaining complete control of the system. There’s also a machine learning virtual bot that can redirect clients to your knowledge base or answer some basic questions.

Features include:

  • Release management
  • Virtual agent
  • Daily insights
  • Scalable services
  • Predictive analysis

To obtain a price for this system, you’ll have to ask for a quote. ServiceNow will evaluate your requirements and find the best solutions. The offering is scalable, which means that you can upsize or downsize at any time.

PriceFree Trial/DemoFeatures
Custom QuoteFree Trial>Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
>Support: 24/7 (live rep), phone during business hours, online
>Reporting and integrations included
>More features at ServiceNow

Pros & Cons of ServiceNow Service Desk Software

ServiceNow’s best service desk software joins the ranks regarding no Mac or Windows deployment. On the plus side, you can keep track of your IT assets and daily incidents for better management. Your clients and team can also access the portal from any location.

ProsCons
>Remote control
>IT asset tracking
>Incident management
>No Windows or Mac deployment

What Customers Are Saying

One of the top reviews from a satisfied client is, “This software is very easy to use and is extremely user-friendly. I love that it is very customizable and can be tailored to any business model.” Another user describes the features that work best, stating, “I find this product user-friendly, tracking enabled and knowledge oriented. It’s definitely better than other competing products in the market as it enforces standard ITIL practices.”

SolarWinds Service Desk

Solarwinds
SolarWinds provides a service desk that attempts to eliminate any challenges to employee support. It lets you standardize your service offering while indicating how many processes your team fulfilled. When it comes to IT integrations, you can link to supply chain programs, hardware, and software.

The service portal provides a central location for staff to check on progress. They’ll receive updates whenever a change has occurred, preventing impatience and frustration caused by lack of communication. There’s complete transparency for any of the logged requests.

Features include:

  • Incident consolidation
  • Ticket priorities
  • Asset management for hardware and software
  • Service catalog
  • Employee service portal
  • Knowledge base

Four payment plans are available for you to choose from, each one with increased benefits and tools. You can test any of these packages with a 30-day free trial before deciding which one you want.

PriceFree Trial/DemoFeatures
Team: $19/user/month
Business: $39/user/month
Professional: $69/user/month
Enterprise: $89/user/month
30-Day Free Trial>Deployment: Web-based, cloud, SaaS
>Support: 24/7 (live rep), phone during business hours, online
>Reporting and integrations included
>More features at SolarWinds Service Desk

Pros & Cons of SolarWinds Service Desk Software

Your clients can work through an in-depth knowledge base, cutting down on the ticket request volume and saving your tech team time. The portal is the central location for all queries and tasks and has an elegant user interface. You can also assign roles and responsibilities based on your SLA.

ProsCons
>Knowledge base
>Self-service portal
>SLA management
>No Windows or Mac deployment

What Customers Are Saying

One user indicated how well the system works, stating, “Efficiency — There are so many things that can be updated from the main page that lists your incidents. Very easy to learn and to use.” Another reviewer enjoyed the communication aspect, writing, “Its modern, simplistic, forum layout is attractive and intuitive, and chat indicators on the tickets feels like you’re moving from a traditional email reply into a IM chat.”

TeamSupport

TeamSupport
TeamSupport service desk product is best suited for B2B companies. It attempts to boost productivity by 20% by giving your team access into different versions, stock listings, contract issues, and templates. The system also lets you customize rules and fields to fit with your SLA processes.

The software doesn’t merely automate requests but also ties in smart routing and ticket deflection to the correct teams. Various reporting tools are available with valuable metrics that’ll help you make vital decisions. Additionally, you can share these graphs and dashboards with users for complete transparency.

Features include:

  • Customer database
  • Ticket management
  • IT integrations
  • Inventory listings

The TeamSupport system comes at a single price plan based on the number of users monthly. You can see if the platform is compatible with your network with a free trial.

PriceFree Trial/DemoFeatures
$50/user/monthFree Trial>Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
>Support: Phone during business hours, online
>Reporting and integrations included
>More features at TeamSupport

Pros & Cons of TeamSupport Service Desk Software

The main downfall with TeamSupport is that the support agents are only available by phone during business hours. The benefits include remote access to the system from home or on-site, granting your team the power to track assets from anywhere. You can also monitor daily incidents.

ProsCons
>Incident management
>Remote control
>Asset tracking
>No 24/7 live support

What Customers Are Saying

Businesses love the transparency of the system, with one user commenting, “Team support provides the customer care team with high level visibility, which enables our sales team to manage and resolve customer tickets at a company level as against resolving them at a ticket level.”

Zendesk

Zendesk
Zendesk’s service desk software aims to provide seamless conversations between your team and clients. The communication portal and chat system make it more convenient for your clients to find a resolution. It creates a personal connection with the customer, giving them a better sense of fulfillment.

The AI bot and self-service portal take menial tasks away from your team so they can focus on the core business. There are community forums for users to share experiences and find their own solutions. In this way, you’re empowering each one with institutional knowledge.

Features include:

  • Omni-channel support
  • Live messaging
  • Ticket management
  • Social channels
  • Voice integrations

Zendesk offers five payment plans, each with separate features and system tools. The most expensive option allows you to assign unlimited agents on the platform, which helps if you have a massive company.

PriceFree Trial/DemoFeatures
Essential: $5/agent/month
Team: $19/agent/month
Professional: $49/agent/month
Enterprise: $99/agent/month
Elite: $199/agent/month
Free Trial>Deployment: Web-based, cloud, SaaS
>Support: 24/7 (live rep), phone during business hours, online
>Reporting and integrations included
>More features at Zendesk

Pros & Cons of Zendesk Service Desk Software

The platform deployment is limited with Zendesk, which focuses more on an online presence. However, it contains an extensive database in a central location that you can customize with your policies, procedures, SLAs, and guides. It also gives you the power to manage incidents more effectively.

ProsCons
>Knowledge base
>Incident tracking
>Self-service portal
>No Windows, Mac, or mobile deployment

What Customers Are Saying

Users enjoy how easy it is to manage tickets, stating, “I can manage my tickets with ease using Zendesk. It provides me with the perfect user interface to easily navigate between all my tickets and incidents.” Others liked the integrations, writing, “It also integrates very well with Slack and Salesforce so users can submit tickets and we can track results in Salesforce.”

Zoho Desk

Zoho Desk
Zoho Desk has service desk software that thrives on integrations. It has a detailed workflow process with statements that direct the tasks to the right team members. The platform works across vertices, allowing you to scale your business as needed.

The system receives regular updates, providing you with new tools and functionality. It includes a massive community so you can share ideas and issues. You can also join the Zoho partner program to help make the platform stronger.

Features include:

  • Mobile device management
  • Patch manager
  • Integration with other service desk software
  • Log management
  • Remote access

There are four monthly subscription packages that Zoho bills annually. The higher you go, the more functionality you’ll unlock.

PriceFree Trial/DemoFeatures
Standard: $12/user/month billed annually
Professional: $20/user/month billed annually
Enterprise: $35/user/month billed annually
Ultimate: $45/user/month billed annually
30-Day Free Trial>Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
>Support: 24/7 (live rep), phone during business hours, online
>Reporting and integrations included
>More features at Zoho Desk

Pros & Cons of Zoho Desk Service Desk Software

There’s very little missing from the Zoho Desk software package, other than Mac or Windows deployment. Top features include tracking of your technological assets and remote control access. You can also monitor any changes on the system and make users aware of them.

ProsCons
>IT asset tracking
>Remote control
>Change management
>No Windows or Mac deployment

What Customers Are Saying

Most customers enjoy the system but not the pricing model, stating, “The templates and features are great. I wish I could pay a one time fee to have a vanity domain instead of needing the pro package.”

What Is Service Desk Software?

It’s common for businesses to confuse service desk software with help desks and call centers. However, the three serve different functions that meet business needs in different ways. To understand what service desk software is, we first need to analyze what these other two systems consist of in the workplace.

A help desk provides clients with solutions or answers to popular questions or problems. It functions as a knowledge base for troubleshooting basic issues, such as highlighting company policies on HR or maintenance. If a more detailed response is required, the agent redirects the customer to another division.

A call center performs similar functions to a help desk, but you may find various teams for different categories. The agents will know about products or services, and you may even find sales agents on the other end of the phone. A call center may be an in-house team or outsourced.

A service desk has an IT approach to it, which may incorporate the functions of both the help desk and call center with some additional features. It connects the community with the service departments through ticket request systems, incident reports, and change management protocols. The service desk can also integrate with other business processes to make them more useful.

Benefits of Service Desk Software

If you’re considering the procurement of the best service desk software, here are a few benefits for you to consider:

  • Cost savings: In a business where you pay high rates for technicians and subject matter experts, you don’t want to waste valuable hours with them attending to menial, routine tasks. A service desk provides automated tasks so your team can focus on their core activities.
  • Scalability: Companies design service desks in a way that you can continuously grow your client base without a negative impact on the system. It can handle an unlimited number of requests so you don’t have to worry about hiring more staff.
  • User sentiment: When clients make contact with your team, the first port of call is the service desk. You can get an idea of the users’ sentiments towards your services and how you can meet their demands more effectively.
  • Early warning: It’s harder to analyze incident trends and patterns when you have people managing the data. With the power of service desk technology, you’ll receive many reports in the span of a few hours that’ll help you prepare for future problems.
  • Data-driven decisions: You can only manage what you can measure. With the information you collect through the best service desk software, it’s easier to decide the way forward for your business and which processes to put into place.

Must-Have Features of Service Desk Software

When we evaluated the best 15 service desk software, there were specific functions we looked at that we considered vital to a business’s success. Here are the top five must-have features:

  • SLA management: With this tool, you can set contract terms and rules into the service desk to monitor how well you meet deadlines and objectives. It also allows you to analyze how you can speed up resolutions or whether you need to change the business approach.
  • Knowledge base: The system can hold valuable documents to guide clients before they engage with your technicians or agents. Some of these articles include FAQs, guides, white papers, and detailed processes.
  • Self-service portal: This feature is helpful to both your in-house teams and customers. For the former, your agents can access dashboards and ticket requests in one area, while the latter can see the status of their call logs and obtain clearer feedback.
  • Incident management: If you’re not monitoring the incidents that impact your business, you’ll struggle to detect patterns. It impacts your budget, specifically where you continuously spend funds on the same maintenance issues monthly.
  • Remote control: There may be situations where your technicians aren’t able to visit the site or address the situation with a physical presence. In these instances, it’s better to have remote control from a different location.

The Cost of Service Desk Software

When it comes to service desk software expenses, you can expect to pay higher rates if you have a larger business. There’s seldom an opportunity to pay a one-time fee since you’ll need constant support, and there may be licenses for some of the features. Some providers list free plans, but the features are extremely limited.

In most cases, you’ll pay a monthly subscription per agent. The more clients you have or tools you want to incorporate, the higher the prices will be. We’ve seen costs range from $15 per month per user to $300.

There are also plans with a simple monthly rate instead of a cost per user, but each package only caters to a specific team size. In these instances, you can expect to pay anything between $40 and $3,200 per month.