Top 5 IT Helpdesk Software in 2023
If you want to get started with an IT Helpdesk software for your business, you need to look for ticketing capabilities that streamline and uncomplicate your service management. Your IT helpdesk software should ultimately transform “cost-center IT” into a business enabler. We've put together a list of the top 5 IT helpdesk software in the market, along with their key features, to help you compare IT helpdesk software and select the best one for your business.
#1 Freshservice
Freshservice is Freshworks’ intelligent, right-sized, cloud-native IT Helpdesk software solution. It builds modern employee experiences through intelligent ticketing capabilities and delivers a unified service management experience. This empowers your IT helpdesk team to achieve efficiency, faster time-to-value, and report improved productivity and increased employee satisfaction scores.
Freshservice also provides an out-of-the-box, end-to-end consumer-grade experience that empowers employees to work from anywhere, anytime. It provides efficiency and agility through AI (Artificial Intelligence) to create contextual and intelligent ticketing experiences. With powerful integrations and workflows, you can build upon an open platform to bring all your discovery and monitoring tools under one roof. Enterprises using Freshservice will realize higher ROI, efficiency, and effectiveness.
With Freshservice, you get
ITIL-Aligned Processes: Freshservice helps organizations adopt ITIL best practices to achieve their business outcomes. Freshservice is also PinkVERIFY™ certified for 6 ITIL processes.
Advanced CSAT: With the built-in CSAT functionality, it gets easier to measure CSAT, set up reports, and configure workflows to improve service desk efficiency based on feedback.
Service Catalog: Streamline the request management process with an intuitive shopping cart from a catalog. Manage approvals, and notify users of status updates for a particular service item.
Effective Monitoring and Alerting: Consolidate and intelligently group alerts from multiple industry-standard monitoring tools onto a single pane to oversee the health of your business services in real-time.
Extensible Platform: With the Orchestration platform, take the no-code approach to integrate with external business apps to achieve greater operational efficiency with end-to-end automation.
Out-of-box Analytics: Drag and drop widgets to turn data into insights with customizable reports. The ML-powered “Ask Freddy” feature gets quick service desk metrics with a simple question.
Self-Service Portal: Users can easily raise a ticket from the portal or chat with the bot to have their issues resolved without filling out long forms or going through FAQs to eliminate redundant tickets.
Mobile App: Speed up approval processes, and manage incidents and change requests on the go. The native barcode scanner helps track assets and maintain an asset database.
Smart Automation: Optimize and increase agent productivity by creating no-code/low-code workflows. Orchestrate these workflows using third-party applications for repetitive and complex tasks.
#2 ServiceNow
ServiceNow's cloud‑based platform and solutions digitize and unify organizations so that they can find smarter, faster, better ways to work.
- Modernize operations to optimize productivity, cost, and resilience with a single platform for IT.
- Easy-to-use ticketing system with SLA management that tracks the deadlines for your IT team.
- Embeds intelligence into every interaction to deliver experiences that break down silos and unlock productivity.
#3 Jira Service Management
Jira Service Management, the next generation of Jira Service Desk, is Atlassian's IT helpdesk software built for high-velocity development and operations teams.
- Categorize service requests, incidents, problems, and changes by organizing and prioritizing these requests in one place to stay on track.
- Improves visibility with an open, collaborative platform with tight integrations to other Atlassian products and 900+ apps to create context-aware, well-informed decisions.
- Jira Service Management is effective across the entire IT service lifecycle from planning to deploying.
#4 ManageEngine
An ITIL-aligned helpdesk software, ManageEngine brings integrated asset and project management capabilities to help support teams deliver world-class service with reduced costs and complexity.
- Integrated IT environment with ITSM, patch management, alert monitoring, and endpoint management in one platform.
- Codeless and extensive out-of-the-box customizations for a personalized support experience.
- Intelligent automation eliminates manual processes for quicker ticket resolution and higher end-user satisfaction.
#5 HaloITSM
Halo Service Solution offers feature-rich and cost-effective IT helpdesk software while maintaining a simple-to-use interface for great customer service.
- Helps to take control of your configuration and reduce the total cost of ownership
- Easy to configure, all-inclusive ITSM solution with no tiered plans or locked-away features
- Brings an extensive marketplace that offers seamless third-party integrations.