Top IT Service Desk Software Solutions to Streamline Your Workflow

Service desk software is very important because it helps connect your customers and the customer service team. Having the right service desk tool can mean quite a lot, and it does help eliminate many potential challenges. The benefit you get from using a service desk solution is amazing, since you can finally improve the way you work, while also streamlining the user experience. Help desk tools are aplenty, but not all of them might work for you. Here we are presenting some of the best IT service desk tools that could help your business!

Guru

Guru is a great IT service desk tool that will help you with knowledge management. You can also track what info you acquired and used before. A lot of companies use this as a knowledge base, and having access to all that information is going to be incredibly powerful. With that in mind, you can also add to the knowledge base, which could become a whole lot better than expected.

Zendesk

Zendesk is a very popular service desk tool and it’s used worldwide. They use generative AI to offer insights for your customer support team. And on top of that, you can also create workspaces that combine similar tickets, etc. In addition, you have analytics and reporting, all of which can be incredibly helpful. With that in mind, you will be able to access various integrations with other tools, so it’s a very powerful and easy to use tool.

Help Scout

When it comes to service desk platforms, Help Scout is actually very good. It has some interesting features like shared inbox, live chat software, agent collision detection, omnichannel support, but also AI and automation. Those do add up and they can provide a great and enjoyable experience. The best part is that you can have prewritten responses for the FAQs, and that will speed up the process quite a bit.

Vision Helpdesk

Unlike other tools, this one is cloud-based, and it’s accessible from anywhere. They have a tree structure system for managing tickets, which we found to be extremely interesting. On top of that, you can also automate escalation rules, and there’s a service catalog in here as well. We also like the fact that they include asset management, ticket management and all kinds of other systems in a seamless and clear service desk tool.

Hiver

Hiver’s main appeal for a lot of companies is that it integrates with Google’s Workspace and Gmail solutions. That means you can share the inbox with Gmail, something that can make it easier to handle all kinds of situations. They also have performance analytics, and integration with a variety of knowledge base. It’s important to note that they have very good security, and prices are not very expensive. It’s certainly worth taking into account, and it’s one of those great tools with consistent performance.

Freshservice

It’s an IT service desk tool that you can access from Freshworks. They can help your team manage and also solve any customer service requests. Those issues can arise more often than not, and it’s a very good idea to address those situations as much as you can. Thankfully, they have tons of integrations, along with a self-service portal, a service catalog and a very good privacy system. Simply put, it’s very powerful and effective, and certainly one of the better service desk platforms out there.

SysAid

SysAid is designed to work for smaller and larger enterprises. It has a very good interface and it works for end users and IT agents as well. Their Copilot tool uses AI to help personalize the user experience and service as a whole. Not only that, but they include things like asset management, along with a self-service solution. It’s also important to note that SysAid also has encryption and access control, which are extremely powerful tools.

Spiceworks

When you want to use a service desk solution, Spiceworks can be the answer. It’s a free help desk software for small and medium sized companies. They integrate a ticketing system and they even have a knowledge base. To make things even better, they also include user portals, but also great things like remote support. It’s something very nice to have, and it will give you a solid approach when it comes to cloud deployments, and it’s totally worth using.

GoTo Resolve

As one of the more powerful support desk tools, GoTo Resolve delivers a very impressive self service portal. It’s very useful when it comes to adding that great automation system. There’s also change and incident management here, not to mention you will be able to find the right resources to solve any issue that arises, which is always a nice thing to have.

HappyFox

HappyFox is meant to be one of the better service desk tools on the market. It has a shared inbox, along with a ticketing system. HappyFox is meant to be used by customer support teams, and it can give you a resounding return on investment, while also being easy to adapt to your requirements. There’s also a customer contact portal, not to mention there are plenty of automation solutions, too.

Mojo Helpdesk

Mojo Helpdesk has a lot of things going for it that differentiate it from IT service desk solutions. It has very good Google Workspace integration. And on top of that, the navigation is very good, not to mention there are custom forms and time tracking. Yes, the reporting could be improved, but overall, the overall results and quality are impressive, and we found it to be excellent.

InvGate Service Desk

InvGate Service Desk uses gamification as a way to improve productivity, and it works extremely well because of that. It also helps integrate a self service portal, knowledge management and also problem management. Their integrations are on spot too, since they include coverage for some of the top tier options on the market, which is always excellent to have. It does have a bit of a steep learning curve though!

4me

4me has everything you want, from tracking KPIs to helping you with a self service portal. On top of that, you can easily measure services and provide a very solid return on investment every single time. To make things even better, they brought very good integration with Slack, Jira and other tools. Yes, they also have a good SIAM and ITSM feature set, too.

Hesk

Hesk has a lot of things going for it, especially when it comes to the great knowledge base and the self service portals. It also integrates with MailChimp and Outlook as well. It offers a very good blend between affordability and ease of use. While it’s not the most complex one of the support desk tools, it certainly does a very good job.

Conclusion

All of these are great service desk tools that you can start using right away, and they are extremely effective. That’s why we highly recommend giving these tool a shot, especially when it comes to helping your customers. Offering them the best value is extremely important, and with these tools, you can do that in no time. It helps if you study the feature set of each app, because it will help you find out which is the right option to fit your requirements!