5 Greatest IT Assist Desk Software program & Ticketing Techniques [2023]

ServiceDesk Plus

With greater than twenty years in enterprise, ManageEngine ServiceDesk Plus is likely one of the oldest IT assist desk software program platforms out available in the market. Although that doesn’t imply their platform is outdated, as their expertise available in the market has helped them form their assist desk into one thing that accommodates all kinds of enterprise operations regardless of how huge or how small.

However let’s begin on the very starting. ManageEngine’s ServiceDesk Plus is a service administration software program that mixes IT service administration and asset administration, in addition to CMDB with enterprise service administration capabilities

With Service Desk Plus MSP, you’ll be able to effectively file, observe, handle, and preserve IT companies for particular person clients or departments by creating separate accounts for every group, all from a single platform.

ServiceDesk IT help desk dashboard

ServiceDesk helps you to preserve contacts, IT companies, and duties individually for every buyer’s group, so there is no such thing as a want to change between a number of tabs or scramble across the positive shopper’s information.

The customizable self-service portal permits you to view tickets and duties simply. The Scheduler helps to plan duties on a calendar view and keep on observe utilizing well timed notifications.

Service Desk Plus affords separate modules for managing requests, accounts, issues, adjustments, IT belongings, purchases, and contracts. However each module is related to the others, so we don’t have to fret about information silos.

You possibly can handle SLAs, operational hours, and automations for every group individually utilizing Service Desk Plus.

Each time an SLA is nearing a breach, IT technicians are notified. When a breach does happen, SLA escalations go into impact. These proactive and reactive SLAs assist make sure you at all times present high quality companies.

ServiceDesk IT help desk SLA rules

Easy automations permit groups to concentrate on what actually issues, decreasing dangers and downtime in clients’ IT environments. Enterprise guidelines assist to take management of duties, spend much less time on repetitive duties, set off automated notifications, and enhance the operational effectivity of the IT service supply crew.

Service Desk Plus MSP will also be built-in with a bunch of native and third-party purposes that permit groups to manage and perform all ITSM processes from one place. By integrating Service Desk Plus MSP with different accounting software program comparable to Zoho Books, you’ll be able to export information routinely, making invoicing a lot faster.

You can too hold tabs on metrics and measure the service desk’s efficiency with superior analytics and clever reporting capabilities.

With Superior Reviews, you’ll make higher enterprise choices and assist scale back the price of service supply, improve profitability, and increase total buyer satisfaction.

The platform additionally affords IT challenge administration software program that allows you to create tasks, observe progress, handle assets, and combine tasks with requests and adjustments to fine-tune your IT service supply.

In essence, ServiceDesk Plus is an IT ticketing system trusted by over 100,000 IT service desks globally. It’s outfitted to trace and handle IT tickets successfully, resolve points promptly, and guarantee end-user satisfaction.

Getting began can also be straightforward. Merely obtain Service Desk Plus MSP and run it in your server. The configuration wizard will take you thru the steps to get your software up and working very quickly.

It’s additionally value mentioning that customers discovered ManageEngine ServiceDesk Plus simpler to make use of and arrange however administration in each options was equally straightforward and most popular doing enterprise with ManageEngine ServiceDesk Plus MSP normally.


Atera is an all-in-one software program for managed service suppliers (MSPs) that mixes distant monitoring and administration, skilled companies automation, and distant management & help – all in a single platform.

Atera affords an AI helpdesk answer particularly designed to allow IT departments’ routine duties. With its intuitive design and user-friendly options, Atera’s platform permits efficient communication with end-users by a dwell chat characteristic, enabling seamless ticket administration.

Certainly one of Atera’s standout options is its Clever Ticketing and Helpdesk Software program. This enables customers to streamline and automate their ticketing course of with only a few clicks. Principally, tickets are routinely synced between the shopper buyer portal and the Atera person Interface enabling instantaneous communication.

Atera tickets

What’s additionally nice is that emails will be routinely configured to answer new and closed tickets. Customers also can schedule tickets forward of time, handle technician schedules effectively, provoke tickets from e-mail or chat, and routinely ship buyer suggestions surveys upon decision of tickets.

However what actually makes Atera stands out from different IT assist desk options is its AI Ticket Tagging characteristic. This permits automated categorization of incoming tickets by particular key phrases, directing all requests to the IT skilled who can then present essentially the most environment friendly and efficient help.

Atera ticket automation

One other key providing from Atera is its Automated Reviews. These complete reviews and analytics allow IT departments to showcase their each day accomplishments successfully. Moderately than losing time on advanced report era, groups can concentrate on offering proactive help to their customers.

A few of the beneficial insights from these reviews embody:

  • Person satisfaction metrics
  • Complete tickets resolved
  • Common ticket period
  • And extra


Lastly, Atera affords a strong information base that permits customers to create and preserve a central repository of important articles, data, ideas, and tips, and all that good things. Your crew can simply add informational articles tailor-made to customers’ wants, tutorials, video content material for onboarding or help, and a repository of documentation.

In conclusion, Atera stands out as a helpdesk answer with its user-centric design, clever automation, insightful analytics, and complete information base, offering IT departments with an environment friendly and efficient instrument to handle their each day operations.


Freshservice is a intelligent piece of software program from the Freshworks household that places a shiny, new spin on IT assist desk instruments. This cloud-based instrument brings you a contemporary strategy to cope with worker experiences, with its clever ticketing system and all-in-one service administration.

Although Freshservice guarantees a ready-to-use, end-to-end, consumer-grade expertise that lets workers work from anyplace, anytime, it’s value remembering that the pliability it affords could not swimsuit each enterprise mannequin.

However one cool factor about Freshservice is the way it brings collectively all of your discovery and monitoring instruments below one roof. It’s received some integrations and workflows that pump up your ROI and total effectivity.

Freshservice measures buyer satisfaction with its built-in CSAT perform. You possibly can arrange reviews, tweak workflows, and supercharge your service desk primarily based on what your customers suppose. It additionally has a singular service catalog that’s identical to an easy-to-use buying cart for managing requests. It helps handle approvals and retains everybody up to date on the standing of particular service objects.

Freshservice can also be an ace at monitoring and alerting. It brings collectively alerts from totally different monitoring instruments onto a single display screen, providing you with a real-time well being verify of your corporation companies.

Freshservice is all about connecting with different enterprise apps with its Orchestration platform, and it doesn’t want any coding. It offers severe effectivity with full automation. Additionally, its analytics characteristic helps you to flip uncooked information into helpful insights utilizing easy drag-and-drop widgets. The AI-powered “Ask Freddy” characteristic is sort of a mini assistant, serving to you shortly entry service desk metrics with easy questions.

With Freshservice’s cellular app, you’ll be able to green-light processes, deal with incidents, and alter requests on the go. Its built-in barcode scanner is a nifty instrument for holding observe of belongings.

Lastly, the software program excels in good automation, offering the flexibility to create no-code or low-code workflows that improve agent productiveness. These workflows will be orchestrated utilizing third-party purposes for repetitive and complicated duties.

Freshservice IT smart automations

To sum it up, Freshservice is designed to modernize the best way you handle worker experiences, sporting options like clever ticketing, and a unified service administration expertise.

However understand that whereas these options declare to extend effectivity and productiveness, resulting in happier workers, it’s important to contemplate in case your crew will clearly profit from these developments, given the complexity which may include them.


GoTo Resolve is an all-in-one IT help software program designed for small and medium-sized companies to assist IT professionals streamline their assist desk processes. 

With GoTo Resolve, IT brokers and end-users have a number of choices to hunt and provide assist, making it straightforward for groups to work collectively. The software program affords versatile ticketing that may be custom-made to swimsuit the wants of your groups.

GoTo Resolve permits you to flip messaging apps comparable to Microsoft Groups and Slack into assist hubs, streamlining the ticketing course of. 

You possibly can create, replace, and verify the standing of tickets in a single place, making it straightforward for brokers and end-users to work off the identical instrument. 

Moreover, you’ve gotten the choice to submit tickets through e-mail to a custom-made inbox and obtain notifications on ticket updates.

The software program affords an intuitive web-based console expertise for brokers, offering entry to a contemporary ticket queue, versatile ticket task and administration, and the flexibility to message workers and begin a distant session from the identical platform. 

Briefly, GoTo Resolve is the following chapter of GoToAssist combining the distant help software program clients grew to like with further IT administration performance clients have been requesting. 

In case you are in search of the closest parity to GoToAssist – a robust ad-hoc distant help answer, GoTo Resolve’s Primary tier has you lined. It consists of the identical distant help options in addition to RMM and helpdesk. All for a similar worth as GoToAssist.


SolarWinds Service Desk, beforehand often called Samanage Service Platform is a complete platform, appropriate for medium to enterprise-level firms, combines the performance of a assist desk and IT service administration, making certain your corporation can reply to service requests swiftly and providing improved help.

On the core of SolarWinds Service Desk is the IT service administration software program, designed to inject effectivity and visibility into the companies your group requests and delivers.

SolarWinds has absolutely embraced the facility of SaaS multi-tenant platforms. This merely means inner service suppliers cannot solely streamline processes but additionally enhance productiveness throughout the board.

One level to notice about SolarWinds is its person interface, which guarantees an unmatched person expertise. It allows code-free customization, implying that clients might deploy a strong IT Service Administration answer in a couple of days. However the actuality of deployment might range relying on the complexity of your infrastructure.

SolarWinds additionally affords a self-service portal for submitting service tickets. This portal permits customers to seek for options utilizing the system’s configurable information base selling unbiased problem-solving.

Apart from these instruments and options, Incident Monitoring and Asset Administration are different nice options that this IT Helpdesk Software program has to supply.

When evaluating SolarWinds Service Desk vs SolarWinds Internet Assist Desk customers discovered SolarWinds Service Desk simpler to make use of, arrange, and do enterprise with SolarWinds Service Desk total.

IT Assist Desk vs Service Desk

The distinction between an IT assist desk and a service desk is extra nuanced than merely stating one offers assist whereas the opposite offers service. Every performs a singular function inside a company and, although they share similarities, their variations make them distinct entities.

An IT assist desk primarily focuses on addressing and rectifying speedy IT points or incidents. The final word purpose of a assist desk is “first name decision,” which means it seeks to resolve issues swiftly, typically throughout the first interplay with the end-user

In distinction, a service desk doesn’t restrict itself to simply resolving IT points. Aside from troubleshooting, a service desk additionally manages service requests, together with these for brand spanking new companies, and responds to data inquiries. It’s devoted to enhancing the general high quality of companies to make sure they meet customers’ wants in a complete method.

Not like a assist desk, a service desk takes a strategic strategy, contemplating the broader enterprise context to handle the service administration course of successfully. It serves as a single level of contact between the service supplier and customers, thus fostering smoother communication and improved person expertise.

Whereas a assist desk will be both a separate entity or half of a bigger service desk operation to enhance total customer support, it primarily performs a tactical function, attending to day-to-day person wants. The service desk, however, guided by ITIL (Data Know-how Infrastructure Library) practices, is seen as a key element in managing service operations, providing a broader and enhanced person expertise.

In abstract, whereas each a assist desk and a service desk play essential roles in IT help and repair administration, they every provide totally different scopes of help. The assistance desk is primarily involved with the swift and environment friendly decision of IT points, whereas a service desk affords a extra holistic strategy to IT service administration, dealing with quite a lot of person requests and striving to repeatedly enhance the standard and efficiency of the companies provided.

Selecting The Proper IT Assist Desk Software program

In conclusion, selecting the most effective IT assist desk software program is a big choice that may drastically influence the effectivity and effectiveness of your group’s IT help operations. The best answer mustn’t solely have the ability to swiftly and precisely deal with the technical points confronted by end-users but additionally be user-friendly, scalable, and adaptable to the distinctive wants of your group.

The market is replete with numerous assist desk software program choices, every with its personal strengths and options, comparable to automation capabilities, strong ticket administration methods, and superior reporting instruments. Nonetheless, the most effective software program to your group is the one which seamlessly integrates along with your present methods, affords complete help and options that align with your corporation processes, and offers worth for cash.

Furthermore, within the more and more digital panorama, the significance of wonderful customer support can’t be overstated. Which means, your chosen assist desk software program ought to improve the person expertise, making it as streamlined and hassle-free as doable.

Keep in mind, the final word purpose of implementing a assist desk software program answer is to spice up productiveness, streamline processes, and in the end, enhance the general person expertise. Therefore, it’s important to undertake thorough analysis, benefit from trial intervals, and take into account suggestions from different customers in comparable industries earlier than making your choice.

Ultimately, the ‘finest’ IT assist desk software program isn’t a one-size-fits-all proposition however relatively, the one that almost all successfully meets your particular wants and enterprise objectives.