What is Service Desk Software?

Service desk software facilitates the streamlined delivery of customer support at various levels, starting with the front desk that responds to common issues, up to supervisory levels that tackle escalated problems. The solution can be used to monitor and resolve customer issues promptly to ensure user satisfaction as well as their continued business. You can utilize service desk software to provide customer support through common channels such as phone, live chat, email, and social media. The platform stores client interactions, emails, and other engagement records that you can use for reference and to do research on best practices. Plus, you can use its analytics features to monitor and improve agent performance. Explore the top-ranking apps in this category by browsing our comprehensive reviews including that of the current topper Samanage.

Most Popular Service Desk Software

Freshservice reviews

Our Score 9.4

User Satisfaction 97%

Winner of Best Customer Service Software Award for 2016. It allows IT admins to effectively track and manage the assets owned by their organisations. Read Reviews

Samanage reviews

Our Score 9.6

User Satisfaction 98%

Samanage won our 2016 Supreme Software Award. It's a cloud-based IT service desk and asset management service to keep a tighter tab on things. Read Reviews

SysAid reviews

Our Score 8.7

User Satisfaction 98%

Winner of our Expert's Choice Award. SysAid is feature rich, easily configurable and highly-scalable help desk solution targeted at large businesses. Read Reviews

ManageEngine ServiceDesk reviews
ManageEngine ServiceDesk

Our Score 8.7

User Satisfaction 100%

ManageEngine is an integrated help desk solution offering asset and project management built on the ITIL framework. Read Reviews

bpm’online service reviews
bpm’online service

Our Score 8.6

User Satisfaction 100%

Bpm'online service helps you achieve customer care excellence with out-of-the-box processes and automated service operation based on the industry's best practices. Read Reviews

JIRA Service Desk reviews
JIRA Service Desk

Our Score 8.8

User Satisfaction 98%

A hosted service desk platform developed by Atlassian. The system is a very popular help desk solution widely used by many popular open source projects. Read Reviews

CA Service Desk Manager reviews
CA Service Desk Manager

Our Score 8.5

User Satisfaction 99%

A complete set of support and service functionalities, including service requests, change, incident, knowledge, and configuration management. Read Reviews

HP Service Manager reviews
HP Service Manager

Our Score 8.3

User Satisfaction 98%

A service desk solution to providing businesses with a vast selection of ITSM capabilities, Big Data and social collaboration features. Read Reviews

How To Choose The Best Service Desk Software

Maintaining a 100% vivid, multi-tiered, and operational IT support is very difficult, but that doesn’t make it any less critical for the success of your customer-oriented business. Companies nowadays are requested (not advised!) to adopt the best online practices for end-user needs’ satisfaction, and to turn the work of their IT department into an irreplaceable means for the achievement of strategic goals. Luckily enough, web developers came across the idea of best service desk software which make this feasible.

What Is Service Desk Software?

Service desk, or help desk software for small business and enterprises as it is popularly called, is designed for IT users experiencing service delivery difficulties, by instituting a multi-tiered troubleshooting approach based on documented knowledge. Hypothetically speaking, they may simplify support to the level of a single technician who needs nothing more to work than his phone and proper internet connection.

Technically, service desk software programs unite multiple strategies for following relevant information, and they therefore include problem resolution, escalation prevention, tracking of incoming requests, consultations, and single contact points of interruption. As a result, communication is streamlined, and every issue is recorded for evaluation. In the long run, the growing efficiency of the IT team is expected to increase productivity, and to make business more convenient for all parties.

Get to know each product with free trial

It is advisable to sign up for the free trials or demo offered by leading service desk software providers in the market. This will give you an opportunity to test their list of key features and do a comparison before you invest your money in any software. We recommend you register for the free trials of the following three platforms which have received high SmartScore rankings and user satisfaction rating in our service desk software reviews to choose the best Service Desk software for your company: Freshdesk reviews, Freshservice, and JIRA Service Desk.

Targeted Businesses

  • Small businesses can use service desk software to help their agents work more efficiently.
  • Medium-sized companies can utilize the solution to help their support agents multitask smartly.
  • Large enterprises and Fortune 500 behemoths can use a robust system for their greater customer support needs.

What are Examples of Service Desk Software?

  • Freshdesk: Freshdesk offers a range of features such as self-service portals, smart automations, multiple SLA policies, integrated game mechanics to improve agent productivity, and multichannel capability.
  • Freshservice: Its key features include a powerful ticketing system, CMDB, asset discovery, and accessible knowledge base.
  • JIRA Service Desk: It is a hosted service desk platform developed by Atlassian.
  • CA Service Desk Manager: CA Service Desk Manager offers a complete set of support functionalities including service requests, and configuration, knowledge, and change management.
  • BMC Remedy 9: BMC Remedy 9 is an IT service management app created specifically for mobile devices.

Types of Service Desk Software

  • Issue tracking software – This is the most common type of service desk software available today. It is also called trouble ticket software and helps companies manage and resolve customer requests and queries.
  • Remote service desk apps – Agents can remotely access client’s computer from anywhere in the world to resolve their issues remotely.
  • Asset tracking apps – Keeps track all the software and hardware in a company.
  • Password self-service application – This system helps agents to reset passwords automatically. It is widely used by companies that receive a lot of requests from customers to reset their passwords.

Key Features of Service Desk Software

It’s no secret that service desk software producers are trying to reinvent the wheel, and that an important moment of their competing strategy is to provide advanced features that can unify the working process even more than expected. The truth, however, is that you don’t have to break the bank and purchase ‘futuristic tools’, but look for a basic set of features at a reasonable price:

Ticket management and tracking

As tickets are being created on dot, the system must be empowered to manage them, and to monitor the entire workload in order to increase throughput and to reduce resolution time. The basic things to evaluate in this capacity are whether tickets are logically presented, whether resolution and categorization requires your direct attention, are there sufficient details displayed on the dashboard, and whether the resolution mechanism is enabled to reassign tickets and to include multiple users in the resolution process?

Knowledge database

The integrated knowledge base will be the place where all tickets are stored for reference, and where team members share knowledge to help each other. It can have a significant effect on reducing workloads, assuming that creating, maintaining, and searching for articles is made easy.

Reporting metrics and statistics

You should be able to analyze all responses using statistics, graphics, feedback, and technical support, and you should enable users to participate directly in the resolution process.

Intuitive and friendly interface

You won’t make your IT department’s work easier by giving them a tool that requires ages to learn. Go for easily navigated help desk portals that need no deployment complexity, and organize information in a clear and logical way. This is a critical precondition for your efficiency, and also your capacity to evaluate ROI trends.

Technical support

Reaching ROI goals with your service desk system should be easy, but you would still need an experienced team on the line to help you adopt it. Note that this system will be the company’s face you present in front of your customers, and you are obliged to keep it running in all circumstances in order to make your IT team credible.

Benefits of Service Desk Software

Service desk software tools make life easier in many different ways. It is one of the most popular IT practices for simplifying office work, which is completely understandable knowing how many benefits it has:


Issues can be fixed in a much faster way if there is a centralized location for office employees to submit issues. Relieving the IT team from its manual work will let it focus on more important tasks, and everybody will become much more effective.

Smarter multi-tasking

Together with significant time savings, the IT team gets to select and prioritize issues and give them to the technician who is most suitable to respond. In fact, each technician gets to estimate which issues can be dealt with at the same time, since they are all gathered in a centralized database.


The basic thing each service desk system allows is for you to name and describe issues, but it includes numerous custom fields where you can separate issues by location, duration, preferences or any other category that is relevant to your business.

Unified database

The single user portal where tickets can be created, tracked, and resolved is the biggest business discovery related to service desk software. The unified database will help you provide reliable information to your customers, and to reduce the number of unnecessary tickets.

Severity prioritization

The fact that service desk software can categorize issues according to their severity is an important advantage, since such pre-selection cannot be made manually. The process allows the team to identify high-risk issues and to solve them first, even before they’ve checked them out.

Following IT trends

Each service desk works with a set numerous metrics to measure performance, such as average time spent on tickets for different categories. With time, these metrics will reveal common trends and best practices based on which you can deal with similar issues much faster and more efficiently.


You can create a standardized set of rules for your service desk to follow, and to use as criteria for assigning specific tasks to specific technicians. For instance, if you’ve observed a trend indicating that your colleague Sonya is the best person to deal with ‘password’ related tickets, and you’ve instructed the system likewise, it will assign the next issue to Sonya automatically, without an admin involved.

Aligning time to long-term goals

A service desk on board makes it easy for IT personnel and issue submitters to track the life cycle of their requests, because due dates are automatically assigned, and issues are categorized on the basis of prioritization.

Search filters

We all know that using old cases as precedents for new ones is desirable, but remembering them or looking for them in large, unclear reports is a real nightmare. The advantage of recording issues in a service desk system is that you get to look for them with a single filter, or by going to the specific database section where they’ve been stored.


Service desk systems don’t only save time, but money too. One of their strongest points is financial leverage, due the fact that they empower outsourcing to boost ROI and to reduce fixed costs.

Before you buy your service desk system

Service desk systems perform amazingly when given to the right team, so bear in mind that internal issues such as long training, remote personnel, lack of knowledge, or even lack of care can increase the number of drawbacks compared to the benefits.

In order to avoid the hazard and to make the most of your investment, try to prepare in advance:

Identify your mission

Most of the time, it will be one of the following: improving B2B user support, providing internal technical services, or providing customer support. The best service desk systems can handle all of them, but knowing what you want in advance is always a good start.

Set goals that can be measured

These could be your financial goals (ROI, for instance), or service ones such as reduced response time, knowledgeable pre-selection, customer retention, user satisfaction, etc.

Implement your existing categorization (if possible)

Service desk systems will require you to provide instructions for their goals and mission, and the best way to do it is to work with definitions and categories you already have.

Pricing Overview

The height of your monthly subscription usually depends on the number of agents you want to include, meaning that small companies with just three people in charge could go without paying a single dime. Subscriptions for 3-10 agents fall somewhere between $3 and $300, depending on the features you want to use. For more than 10 agents, expect to pay between something $1000 and $7000. Note that most vendors offer annual plans with significant reductions, as well as a free trial you could use to test their features.

List of Service Desk Software Companies

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Our Score Read More

FinancesOnline makes use of our special SmartScore™ approach to analyze all the applications in the Service Desk Software category to help you choose the best possible app. It includes the following metrics: core functionalities, collaboration possibilities, custom elements, integration, simplicity, customer support, security, support for mobile devices, ratings in media. At the moment, Samanage is the leader in this category and our experts are really satisfied with it. Following extensive examination it got the best results among its competitors and our reviewers strongly suggest that you consider it as one of the options for your business.

User Satisfaction Read More

An overview of total user satisfaction with the products in our Service Desk Software category based on our unique algorythm that collects client reviews, comments and opinions across a broad set of social media platforms to help you make an informed purchase decision.











Pricing Read More

Every vendor in the Service Desk Software category will have a different group of pricing plans for its service and each package will include a varied set of features. Below we list the general pricing for the cheapest package offered for each product. Keep in mind that advanced features may cost extra.

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Devices Supported Read More

An analysis of what kind of devices and operating systems are supported by all B2B services in the Service Desk Software category, including mobile platforms and web-based solutions.






Laguages Supported Read More

Learn which languages and geographies are served by the best B2B apps in the Service Desk Software category, including spftware designed for international markets and created for multi-cultural groups of employees.








Pricing Model Read More

Find out which pricing models are provided by the vendors in the Service Desk Software category to see which one matches your business needs and budget best. Note that some apps can provide free or freemium accounts for you to try out first.


Monthly payment

One-time payment

Annual Subscription


Customer Types Read More

An analysis of which groups of companies a specific B2B solution in the Service Desk Software category is designed for, from small businesses and non-profits to large enterprises.

Small Business

Large Enterprises

Medium Business


Deployment Read More

An overview of what styles of software deployement are offered by every B2B vendor in the Service Desk Software category. Although almost all modern SaaS services are cloud-based some solutions may offer an on-site deployment model as well.

Cloud Hosted

On Premise

Open API