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Top 8 Help Desk Software Tools

ServiceNowJIRA Service ManagementManageEngine ServiceDesk PlusBMC Helix ITSMIT Care CenterFreshdeskSysAidZendesk Guide
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    For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive.
  2. I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting.
  3. Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: January 2022.
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  4. Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions.
  5. The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients. BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product.
  6. It runs smoothly and all of the components are very easy to work with.All of my staff is quite familiar with the usage and we customize based on our daily needs and based on different profiles. As a manager, I require diagnostics on a weekly or monthly basis. diagnostics. There needs to be some reporting for management and for my customers' management as well. So we created our own template. All of our different staff were required to do their own tagging or own tracking of cases. We create our own templates. I create my own template for my own weekly and monthly reporting to management. It's quite flexible in the sense that we're able to add our own customized views. We are able to easily export all this information into a proper reporting structure.
  7. Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour.
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  9. The solution can scale.The simplicity of the solution is excellent.
  10. What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool.

Advice From The Community

Read answers to top Help Desk Software questions. 564,322 professionals have gotten help from our community of experts.
Hi community members, What makes a good ticketing system? There are so many ticketing systems out there to choose from. What features should one look out for when choosing a ticketing system?
author avatarUmair Akhlaque
Real User

I think the terms ticketing system is quite old. 

Generally, we refer to ITSM Suite and a good ITSM suite should have aligned with ITSM standard processes. Generally, mature ITSM tools cover major ITSM processes. But for a mid/small tier organization below ITSM processes should be considered as a must while evaluating a tool:

1) Service Request

2) Incident Management

3) Problem Management

4) Change Management

5) Configuration Management

6) Service Catalog

author avatarSam M Cohen
Real User

That's a big question.
First and foremost, do you have a defined process(es)?
Will you be expanding into other processes?
What is your service-support model - internal/MSP? Can that team use the product?
Are you looking at ITIL as your framework?
Do/will you have regulatory constraints?
What do you feel is unique about your business and the service-support model you need?
How much integration and automation do you want to do or require?
How well can the system integrate to "reference" data in the way you need? That is, HR (employees, contractors, consultants; remote workers, telecommuters, etc.), Finance, Organization structure, Facilities/locations
Do you need the product on-site or run as a service?
Which vendors cater to your industy and company size?
What is your support model for the service management toolset? Which vendors align?
If you will be expanding the product over time, does the vendor provide, or have a market of providers, to provide that solution/support?
What are the financials of your finalists?

author avatarIgnacio Torres

I would say it much depends on your type of business and needs. Regardless of that you should focus on in the one with the broader vision that allows you to change rapidly. Always remember that is the technology that has to help fulfill the processes and not vice versa. So, be sure to choose the one with the more holistic vision, simplicity to integrate with APIs and the one you can adjust to yor business with the less effort. That implies that even though you will need consultants that you can absorbe day to day changes that need to happen quickly and not completely depend in an external request.

author avatarCheryl Sobkow
Real User

A sound ticketing system brings together via integration, those parts of your support model that are important to your organization. If incidents, service requests, change management, knowledgebase, and reporting are critical to the IT support operations of our organization, then the ticketing system should be able to have capabilities in these areas. Along with that, the modules should integrate, so information from one of the modules benefits the other modules. A sound ticketing system should also do just enough of what you need, don't over complicate it by having a system that does way more than you need and takes a lot of resources to sustain.

author avatarreviewer933414 (Consultant at a insurance company with 51-200 employees)

Ticketing system must have multiple ways of logging a ticket (self-service portal, email, direct )
It must be easy to navigate even for a non IT people
It must support multiple workflows and SLA options
It must be easy to customise to accommodate unique business needs
It must be device-responsive, same experience when using laptop, tablet or mobile phone
The reports/dashboards must be actionable insights
Must be able to link related tickets

author avatarJS4

1. Must be accessible from Smart Phones as well Desktop Browsers

2. Must Provide Omni-Channels for logging tickets and Resolving tickets (Desktop browsers, Live Chats/Chatbot, Mobile devices, Email, etc.)

3. Must have a Good in-built Reporting and Dashboards module

4. Must be easy to configure - Approvals, Assignments, SLAs, Customer Satisfaction Surveys, Workflows, Less programming and more of a drag and drop development, etc.

5. Multi-Tenancy (Optional)

6. Must Support Integrations with other software solutions via REST, SOAP, DB level for event management, data exchange, etc.

7. Licensing Model must be simple as more often than not we end up buying more licenses if the licensing is complex.

8. Look for - Integrated Knowledge management module, Asset Management and CMDB (depending upon your IT processes) as this will improve ROI and increase staff Productivity

9. User Interface must be intuitive and simple

10. Ticket alert mechanism, Outage Notifications through email, SMS, Broadcasting facility, should support IT as well as non-IT service catalog

These are some of the must-have features in a modern ticketing tool/system. However, it all depends upon your requirements and your processes.

author avatarJosé Rios
Real User

In relation to your question, there are certainly many ticket procedures.

However I recommend GLPI open source, create a virtual environment and develop this tool that helps you with inventory and follow-ups.

Beyond any ticket management, there must be monitoring and documentation that is important for every company or department.

I hope my comments help you, I am at your command.


author avatarreviewer1116717 (Governance & Assurance Manager at a energy/utilities company with 10,001+ employees)
Real User

For us means that you have a place where you can make your requests, following the request and get a good support (fix your problems)

Hi peers,  Can you share with other users what your preferred choice is for help desk software and why? Did you compare it to other solutions?  Thanks!
author avatarSyed Abu Owais Bin Nasar
Real User

I will recommend the BMC Helix Remedyforce ITSM solution. BMC Remedyforce based on the Salesforce cloud service platform. It is easy to use. You may access it from any place/device(Desktop/Laptop/Mobile/Tablet). 

author avatarMuzaffar Abbas
Real User


Due to its agility.

author avatarSamuel Marble
Real User

As a growing mid-sized company, we have been using the "ProProfs Help Desk" for over 2 years now. 

We ended up using a lot of different tools before settling for this one. The best part? The tool offers the perfect balance between affordability and functionality. You can enjoy premium help desk features such as powerful automation, chatbots, ticket management, knowledge base, customizable reports, and more.

Furthermore, the tool makes it easier for its user to share CSAT, NPS, or other feedback surveys with customers. So you can spot bottlenecks early and improve the CX.

author avatarJS4

BMC Remedy (Helix) ITSM is superb Helpdesk (servicedesk) tool. As a helpdesk agent, I can quickly create tickets using template; can refer and attached knowledge articles. Relating an incident to problem / change / CI is fairly simple as well. The ticket assignments are automatic, the SLAs gets attached automatically. I can pull reports of my open, closed or pending tickets anytime. I can also access my ticket console on my mobile/tablet devices and start working on it.

For business owners and admins life is fairly good as well, as BMC tool supports customizations, bi-directional integrations. so if you want to automate any IT ticket handling process its possible. LDAP and Email integration is pretty native and can be easily configured.

Compared to other solutions, I think BMC offers more capabilities w.r.t to customizations and choice of deployment.

author avatarRoland Zuurveld
Real User

4me; a platform that supports all service management capabilities and extends into other departments like HR and supply chain. Preconfigured out of the box SIAM/ESM capabilities and workflow. Great value for €. Supports small, mid and large size organisations.

Why is a platform the best choice for a Help Desk? The Help Desk is the counterpoint, start and end of all processes. Integration is therefore key to success.

author avatarIan MacFarlane
Real User

At the Enterprise level Ivanti, mid-tier SysAid, or SAManage.

author avatarShibu Babuchandran
Real User

Symphony Summit AI because  SummitAI Service Management is an ITIL verified solution that leverages the latest advances in AI, machine reasoning, analytics and automation. SummitAI helps CIOs and IT leaders of Enterprises and service providers unleash the productivity of IT service operations at up to 45% lower Total Cost of Ownership (TCO).

We've compared it with Manage Engine, Jira & Sapphire.

author avatarShibu Babuchandran
Real User

SummitAI: An AI-driven IT and Enterprise Service Management Suite

Technology that propels productivity is always at the forefront. SummitAI ensures that its AI-driven knowledge intelligence helps you unleash enterprise productivity, right after its implementation. SummitAI effortlessly brings Service, Asset and Operations Management together to work in concert. The use of machine reasoning and codeless-workflow-based automation delivers greater annual savings in IT Helpdesk Operations and reduces the Total Cost of Ownership.

Which help desk software would you recommend for this purpose?
author avatarAnuj Mishra (ProProfs)

Running a successful IT help desk is not rocket science like most entrepreneurs think. All you need to do is keep certain tips and strategies in mind. Here are some strategies you can adopt today:

Make Knowledge Accessible to All: Knowledge is the best investment your business can make in this 21st century. Make sure all your internal employees, as well as external customers, have access to self-help articles, FAQs, video tutorials, and more.

Automate Your Workflow: We all know that manual and repetitive tasks can be a serious productivity killer. You must look to automate your workflow to save time and share quick responses. For instance, with the right tool, you can automatically route tickets to relevant agents, assist customers via chatbots, and keep everyone updated using automated alerts and notifications.

Invest in the Right IT Help Desk Software

Last but definitely not least, you must invest in feature-rich and affordable IT help desk software. Go for the one that offers incredible automation features, ticket management, self-service capabilities, chatbots, and helps you capture user feedback in real-time.

author avatarVadim Tomkevich (EPAM Systems)
Real User

Setting up and running the IT help desk you most probably think about their ability to receive and route tickets in an efficient way. You need to address the following things:

- How they get tickets (portal, calls, e-mail). Good solution would do it mostly automatically without involving help desk members into the process. Proper self-service would allow optimizing the number of tickets.

- How they route tickets to higher levels of support. Again, in many cases it's possible to route tickets automatically so humans mostly focus on exceptional cases.

- How they communicate with users and higher-level support, if it's convenient enough, if the communication is logged properly.

- How smoothly Help Desk integrated with Incident Management and Request Fulfillment processes.

- How Knowledge about resolved tickets is accumulated and shared.

- How to measure Help Desk performance.

To put it, in a nutshell, I'd recommend to look at ITSM Service Desk function holistically, as at the process (even though ITIL say it's a function) and consider typical people-processes-products-partners combination to ensure processes (SD and adjoining ones) are set accurately, properly automated and people are trained to follow them. Consider Help Desk outsourcing as major service providers have this capability in place and can provide Help Desk as an effective service already.

author avatarJosé Rios
Real User

Greetings, first of all what makes a good ticket system?

Responding to your doubts, for ticket management to work, there must be an internal user commitment, document all the required information, follow up and solve what is required as far as possible, on the contrary, with proper follow-up.

However, I recommend GLPI TICKET, which can help you and with statistics.

Here a video how it works has subtitles in Spanish but it is easy to configure.


I recommend installing it in centos.

I'm to order.

author avatarRupesh Jethwa
Real User

Hi Rony,

Hope you are doing well!

Here are some tips for making sure your service desk is set up for success. Whether on-premises, outsourced or hybrid, these some operational methods can help keep your help desk relevant and aligned with business priorities:
1. Streamline the ticket process
2. Provide sufficient staffing
3. Train them to handle your company’s current needs
4. Develop a culture of helping within the help desk
5. Build a workflow that tracks issues end-to-end
6. Focus on new developments and trends
7. Add value addition in the existing process, remove repeated work and build 30% to 40% automation to reduce the operation cost and rework
8. Build virtual agent to auto resolved tickets and issue
9. Offload as many tasks as possible
10. Provide useful tips about computing best practices
11. Get feedback

Hope this helps with your question. Let us know if anything is required from our side. It would be our pleasure to help you.

author avatarMarcos L. Domingos
Real User

I consider only four main points:

1. Continuous training of staff on software and processes;
2. Don't forget about Knowledge Management;
3. Investing in automations; and
4. Have a good team responsible for the solution.

I think that with this, the software will be what best serve the corporation in financial terms.

My organization uses Clarity Service Management.

author avatarVinod Kanna
Real User

There are lot of processes involved in the ITSM.  You need to check what type of functionality is required for your company like Incident management, change management, problem management , defect management.  If you are looking only for incident management then there are lot of software's available in the market based on your cost.  However, if you have plans to add further modules in future then i will recommend to go for complete ITSM suite like HPSM, Service now , JIRA etc., because these software's comes with various modules integrated.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: January 2022.
564,322 professionals have used our research since 2012.