Earlier than I swapped buyer requires catchy content material, I by no means imagined I might discover myself deep on the planet of IT service administration. However life has a humorous manner of coming full circle.
Once I bought to collaborate with G2’s IT crew to doc their seek for the finest service desk software program, I took it as a chance to dive headfirst right into a world I’d solely seen from the sidelines.
What began as a easy documentation venture rapidly was a hands-on exploration. I sat with my IT crew, watched the professionals deal with limitless inside requests, and witnessed firsthand the chaos of managing workflows, approvals, and asset monitoring—all whereas holding the enterprise working easily. Naturally, I couldn’t resist getting concerned myself. I signed up for trial after trial, examined options, and even bought oddly enthusiastic about automation guidelines.
My purpose? To determine which instruments truly assist assist groups keep organized and environment friendly—and which of them really feel like they had been designed by somebody who’s by no means answered a assist ticket.
So, in case you’re on the hunt for one of the best service desk software program—with out having the endurance to strive each choice—you are in the best place. I’ve completed the heavy lifting so you may give attention to what issues: holding your IT operations clean and your colleagues comfortable.
8 finest service desk software program for 2025: My high picks
- Freshservice for automating routine service desk duties based mostly on finest practices. ($19/mo)
- ServiceNow IT Service Administration for quick, good, and automatic IT service administration. ($149/mo)
- Autotask PSA for versatile options that meet distinctive enterprise necessities. (Out there on request)
- Atera for limitless units with distant monitoring and AI-driven analytics. ($129/mo)
- SysAid for all-in-one IT service and asset administration platform. (Out there on request)
- Helpdesk 365 for easy, customizable helpdesk powered by Workplace 365. (Out there on request)
- SolarWinds Service Desk for a devoted buyer success supervisor for premier customers. ($39/mo)
- Splashtop Distant Assist for top efficiency and superior safety. ($22/mo)
*These service desk software program options are top-rated of their class, in line with G2 Grid Stories. I’ve additionally added their month-to-month pricing to make comparisons simpler.
8 finest service desk software program I like to recommend
I used to suppose service desk software program was only a fancier model of a assist desk—answering IT tickets and fixing stuff when it breaks. However after diving in, I spotted it’s a lot extra.
For me, service desk software program is like the last word command heart for IT groups. It retains all the pieces within the firm working easily—dealing with inside requests, monitoring IT belongings, managing incidents, and ensuring nobody’s left hanging when their tech acts up (which occurs so much).
Whether or not establishing new workers with the best instruments or determining why the Wi-Fi retains dropping in the midst of conferences, the IT service desk is the place all these issues get tackled.
However right here’s the cool half—service desk software program isn’t nearly placing out fires. It helps IT groups get forward of points by automating duties, providing self-service portals (so folks can repair easy stuff on their very own), and holding monitor of each single request to verify nothing slips by means of the cracks.
How did I discover and consider one of the best service desk software program?
To verify I used to be taking a look at one of the best of one of the best, I turned to G2’s grid studies that rank service desk software program based mostly on actual person critiques and market presence. By specializing in the leaders and excessive performers within the house, I might zero in on essentially the most talked-about instruments—those that IT groups belief to maintain their operations working easily.
As soon as I had my shortlist, I labored intently with my IT crew, documenting their day-to-day wants and ache factors. From managing inside service requests and monitoring IT belongings to establishing automation workflows and guaranteeing compliance with SLAs, I wished to see how every instrument dealt with real-world situations. We additionally simulated frequent IT challenges to grasp how nicely these platforms might assist a busy IT setting.
I took issues a step additional by tapping into AI-powered evaluation of person suggestions. I combed by means of a whole bunch of G2 critiques to uncover recurring themes—what customers beloved, what pissed off them, and which options they relied on of their day by day workflows. This deepened my understanding of long-term usability and potential deal-breakers which may not floor in short-term testing alone.
What I search for in one of the best service desk software program: Prime components
Selecting one of the best IT service desk software program isn’t about flashy options and glossy interfaces. The true check lies in how nicely the instrument performs in chaotic workflows, integrates with current IT infrastructure, and helps the advanced wants of IT service administration (ITSM).
I evaluated every answer by means of a technical lens with my crew to make sure it meets the calls for of contemporary IT operations.
- Automation and workflow functionality: IT groups have sufficient on their plates with out having to trace each single request manually. I paid shut consideration to every instrument’s potential to automate repetitive duties—whether or not routing tickets to the best division, sending automated responses for frequent points, or establishing escalation guidelines to make sure nothing slips by means of the cracks. Sturdy automation options are environment friendly and let IT workers give attention to higher-value duties as an alternative of getting slowed down in routine requests.
- Ease of setup and value: No person desires to spend weeks (or months) attempting to configure a service desk instrument. An amazing platform ought to have an intuitive interface that makes it simple for IT groups to rise up and working rapidly without having a PhD in system administration. I appeared for software program that supplied a clear person expertise, logical workflows, and useful onboarding sources to make sure clean adoption throughout the group. In any case, if a instrument is just too advanced, it’s more likely to be underutilized or, worse, prevented altogether.
- Reporting, dashboards, and analytics: Knowledge-driven decision-making is the spine of any environment friendly IT operation. I examined how nicely every service desk software program supplied insights into efficiency metrics like ticket decision occasions, service stage compliance, and recurring points. Good reporting capabilities ought to assist IT managers establish bottlenecks, enhance useful resource allocation, and constantly improve their service supply. Bonus factors went to instruments that supplied customizable dashboards, real-time analytics, and easy-to-export studies for sharing with stakeholders.
- Self-service and information administration: Empowering workers to resolve points earlier than they attain IT can considerably lighten the workload. I assessed how nicely every platform enabled self-service by means of information bases, FAQs, and automatic chatbots. One of the best instruments present a sturdy, searchable information administration system that permits customers to rapidly discover solutions, submit requests, and monitor their very own tickets—decreasing dependency on IT for minor points.
- Safety and compliance options: With IT service desks dealing with delicate inside knowledge, safety is a high precedence. I evaluated every platform’s compliance with business requirements, guaranteeing they provide enterprise-grade safety controls comparable to role-based entry management (RBAC), encryption (each at relaxation and in transit), and audit logs for monitoring each motion taken throughout the system. I additionally checked whether or not the software program helps single sign-on (SSO) and multi-factor authentication (MFA) to reinforce person authentication and defend in opposition to unauthorized entry.
By evaluating service desk software program in opposition to these technical standards, I used to be in a position to establish the highest 8 out of 30+ options that aren’t solely feature-rich but in addition able to scaling with enterprise wants, integrating seamlessly with IT ecosystems, and serving to with steady enchancment.
The checklist under comprises real person critiques from one of the best IT service desk software program class web page. To be included on this class, an answer should:
- Present an inside ticketing system for IT division inquiries
- Make the most of a portal for workers to submit questions, points, or requests
- Supply a information base for worker self-service
- Report the IT belongings in use by an organization and any change in belongings
*This knowledge was pulled from G2 in 2025. Some critiques could have been edited for readability.
1. Freshservice
Once I first dove into Freshservice, I anticipated the standard IT service desk setup grind—advanced configurations, limitless tweaking, and possibly a gentle existential disaster. However Freshservice stunned me.
From the second I logged in, the clear, trendy interface made it ridiculously simple to get began. Organising the ticketing system took me much less time than brewing a cup of espresso, and the onboarding expertise was refreshingly clean, with useful tooltips guiding me by means of every function.
We determined to check it by simulating real-world IT situations—onboarding new workers, monitoring IT belongings, and, in fact, the basic “printer not working” ticket. Freshservice’s automation capabilities actually stood out right here. I might arrange workflow automation that routed tickets based mostly on precedence, class, and even key phrases. For instance, after I submitted a ticket labeled “pressing,” it was robotically escalated and assigned to the best crew with out me lifting a finger.
One other spotlight was the AI-powered strategies. It analyzed incoming tickets and advisable options based mostly on our inside information base, which saved me a number of time responding to repetitive points.
Asset administration was one other space by which Freshservice impressed me. Utilizing its built-in discovery instrument, I scanned my community and, inside minutes, had a transparent stock of all related units—laptops, printers, even these mysterious “orphan” units that nobody desires to say accountability for.
The configuration administration database (CMDB) allowed me to map dependencies between belongings and providers, which was useful when troubleshooting outages.
As a lot as I beloved the platform’s automation and asset monitoring, I encountered just a few roadblocks. Reporting, for instance, left me wanting extra customization. Certain, the pre-built studies had been helpful, however after I tried to drill down into specifics—like monitoring decision occasions by agent efficiency over a customized interval—I hit a wall.
Additionally, whereas Freshservice integrates seamlessly with massive gamers like Slack and Microsoft Groups, I wanted for simpler integrations with some area of interest instruments my IT crew depends on day by day.
What I like about Freshservice:
- With just a few clicks, I might scan my complete community and populate an in depth checklist of IT belongings, together with their utilization standing and relationships with different techniques. This function alone saved us hours of guide monitoring.
- The built-in AI didn’t simply guess; it supplied me helpful strategies pulled from our information base, which lowered my time spent responding to repetitive queries.
What G2 customers like about Freshservice:
“Its ease of use, easy set up, glorious ticket administration system, and rock-solid technical assist are all options that I admire. Each tickets and belongings are dealt with successfully. Our firm’s effectivity has been drastically enhanced by its customizable options, automated workflows, and skill to combine with different functions. Any firm that makes use of tickets to trace duties, automate processes, and hold monitor of belongings would profit drastically from this method’s superior ticket monitoring and administration capabilities.”
– Freshservice Assessment, Tim A.
What I dislike about Freshservice:
- Whereas the default studies had been helpful, I struggled to create extremely custom-made studies with deep-dive metrics. A little bit extra flexibility right here would go a good distance.
- Organising fundamental automation was simple, however as soon as I wished to fine-tune processes to suit distinctive enterprise wants, I hit some irritating limitations.
What G2 customers dislike about Freshservice:
“The reporting options should not nicely developed. There are a number of fundamental studies that we use to run from our earlier assist desk system that we’re unable to do inside FreshService. For instance, report in opposition to a contract quantity to see the related/linked belongings. In some methods, the reporting is overcomplicated.
Most of our studies required from administration are wanted in checklist/desk view and should be exported in excel format relatively than within the view of widgets and charts.”
– Freshservice Assessment, Renee S.
2. ServiceNow IT Service Administration
Once I determined to strive ServiceNow IT Service Administration, I knew I used to be moving into the enterprise-grade territory. This isn’t your common service desk instrument—it’s a complete ITSM ecosystem that feels prefer it was constructed for organizations that take IT critically.
From incident and alter administration to asset monitoring and automation, ServiceNow goals to be the all-in-one answer that may scale with even essentially the most advanced IT environments.
I began by diving into its incident administration capabilities—testing how nicely it dealt with ticket consumption, categorization, and escalation. Proper out of the gate, the platform’s AI-powered Digital Agent impressed me. I simulated an inflow of assist requests (sure, I mainly flooded the system with pretend issues), and the AI did a superb job of suggesting related information base articles and routing tickets to the best groups with out human intervention.
The automation workflows listed below are highly effective—as soon as correctly arrange, they’ll deal with something from recurring points to advanced approvals with multi-step circumstances. The change administration module was one other standout. I examined it by working just a few mock change requests for system upgrades and {hardware} replacements, and the approval workflows felt hermetic. ServiceNow ensured each change was assessed for impression and threat earlier than shifting ahead, which is a lifesaver in case you’re coping with delicate infrastructure adjustments.
Nevertheless, ServiceNow actually flexes its muscle tissue when it comes to integration capabilities. It plugged proper into our current instruments—suppose Microsoft 365, AWS, and even some legacy techniques—with minimal trouble. The platform’s CMDB is extremely detailed, permitting me to hyperlink incidents to particular belongings, see dependency relationships, and monitor all the pieces from {hardware} to cloud providers in a single place.
Now, for all its strengths, ServiceNow does have a studying curve—extra like a studying mountain. Configuring workflows, customizing dashboards, and navigating the huge array of options can initially really feel overwhelming. I needed to dive into documentation (which, fortunately, is in depth) and lean on their assist sources to essentially get essentially the most out of the platform.
What I like about ServiceNow IT Service Administration:
- The AI chatbot genuinely stunned me with how nicely it dealt with repetitive queries and redirected customers to self-service choices earlier than they even wanted to submit a ticket.
- ServiceNow works nicely with virtually all the pieces—cloud platforms, safety instruments, collaboration apps, you title it. I didn’t have to leap by means of hoops to get it working with our current ecosystem.
What G2 customers like about ServiceNow IT Service Administration:
“We have now been utilizing this instrument for the final 4 years and located it user-friendly as an intuitive interface to work. Has a very good information base and coaching. Very simple to implement as it may be accessed by means of an internet interface additionally. It may be built-in simply with different instruments and has good buyer assist. We have now supported our purchasers for the previous 4 years on this for normal service administration.”
– ServiceNow IT Service Administration Assessment, Rudra P.
What I dislike about ServiceNow IT Service Administration:
- Out of the field, ServiceNow doesn’t maintain your hand. Count on to spend a very good chunk of time configuring workflows, customizing studies, and tweaking the system to suit your wants.
- For those who’re working a small to mid-sized enterprise, the fee may be a troublesome tablet to swallow. ServiceNow is undoubtedly a powerhouse, however you’re paying premium costs for that energy.
What G2 customers dislike about ServiceNow IT Service Administration:
“One draw back of ServiceNow IT Service Administration could possibly be its complexity. Generally, it feels such as you want a guide simply to navigate by means of all of it. Additionally, setting it up initially generally is a little bit of a trouble, particularly for smaller groups. So, whereas it is highly effective, it may not be essentially the most user-friendly choice for everybody.”
– ServiceNow IT Service Administration Assessment, Amritansh A.
Learn the way a well-structured assist desk guide can empower your crew, facilitate workflows, and guarantee everybody is aware of precisely the right way to deal with requests effectively.
3. Autotask PSA
Once I tried Autotask PSA, it was not simply one other service desk answer—it’s a full-fledged Skilled Providers Automation (PSA) platform constructed with Managed Service Suppliers (MSPs) in thoughts.
For those who’re juggling a number of purchasers, monitoring billable hours, and managing IT providers throughout completely different companies, Autotask PSA brings all the pieces underneath one roof—ticketing, venture administration, billing, and buyer relationship administration.
I began my testing by diving into the ticketing system, and I’ve to say, it’s impressively dynamic. Autotask PSA does an amazing job of centralizing all shopper interactions in a single place. Each ticket comes with a wealth of context—linked belongings, previous points, and contract particulars—making it simple to offer knowledgeable assist with out scrambling by means of information.
I ran a number of check situations, from fundamental password resets to advanced multi-phase initiatives, and the platform dealt with prioritization and escalation workflows easily.
One in all my favourite options was the customizable dashboards. I might tailor them to trace all the pieces from technician efficiency to ticket decision occasions, which gave me a transparent image of service effectivity at a look.
Talking of monitoring, the built-in time monitoring and billing integration is wonderful. I logged work hours straight inside tickets, and Autotask PSA robotically generated invoices based mostly on contract phrases—no extra chasing down time entries or doing guide calculations.
The true power of Autotask PSA, nonetheless, lies in its integrations. It related seamlessly with distant monitoring and administration (RMM) instruments like Datto RMM, permitting me to tug in asset knowledge, automate ticket creation based mostly on alerts, and even set off remediation workflows—all with out guide intervention. This stage of automation helped me give attention to proactive assist relatively than firefighting points.
Nevertheless, as a lot as I appreciated its complete function set, I did discover that Autotask PSA has a studying curve. There are a number of settings to tweak, and getting the workflows proper took some trial and error. Plus, whereas the reporting options are highly effective, customizing them to extract precisely what I must requires a little bit of endurance.
What I like about Autotask PSA:
- I beloved with the ability to create customized dashboards that supplied prompt visibility into key metrics like SLA compliance, ticket decision occasions, and monetary efficiency.
- Autotask PSA eradicated my must juggle a number of instruments. All the things is interconnected, which simplifies service supply and improves effectivity.
What G2 customers like about Autotask PSA:
“I like its dashboards and its complete performance. It’s an all-in-one answer that mixes service desk, stock, workflow automation, venture administration, time and expense monitoring, billing, buyer relationship administration, and reporting and analytics in a single platform. This might help streamline workflows, enhance communication, and scale back the necessity for a number of instruments and techniques. Some options are not so good as others; for instance, Venture Administration isn’t one of the best at school, nevertheless it is sufficient to get began with out further prices.”
– Autotask PSA Assessment, Ivan D.
What I dislike about Autotask PSA:
- I felt the UI design might use a refresh. Navigating between completely different modules generally felt clunky, and I sometimes struggled to search out particular settings buried inside menus.
- Whereas I admire flexibility, the sheer variety of configuration choices may be overwhelming. Customizing workflows, studies, and notifications took extra effort than I anticipated.
What G2 customers dislike about Autotask PSA:
“The person interface is dated, however you get used to it. The reporting engine could possibly be so much higher. It will even be good if it supported integration with Xero with no plugin. However these are small particulars for which we in the end discovered workarounds.”
– Autotask PSA Assessment, Christian V.
Dive into the evolution of assist desks in cybersecurity for companies and uncover how at the moment’s service desks are adapting to maintain your online business safe in an ever-changing digital panorama.
4. Atera
Once I first fired up Atera, I anticipated one other run-of-the-mill IT service desk. What I discovered was one thing extra—a full-stack IT administration platform that mixes service desk performance with RMM in a single neat bundle.
It’s designed with IT professionals and MSPs in thoughts, and let me inform you, it’s like having a complete IT division in your again pocket.
I kicked off my testing by exploring the ticketing system, and I used to be impressed by how easily it integrates with the RMM facet of issues. I created check tickets based mostly on automated system alerts—like disk house working low or antivirus updates failing—and Atera seamlessly generated tickets and assigned them to the suitable technician.
This proactive strategy to IT assist actually stood out as a result of it allowed me to catch potential points earlier than they escalated.
One in all Atera’s largest promoting factors is its all-you-can-eat pricing mannequin, which suggests you pay per technician relatively than per endpoint. I examined this by loading the system with as many endpoints as I might handle—laptops, desktops, servers, you title it—and Atera dealt with all of them with out breaking a sweat. It’s excellent for IT groups managing giant fleets of units whereas attempting to maintain prices predictable.
The distant entry instruments constructed into Atera are one other spotlight. Whether or not I wanted to leap right into a machine by way of Splashtop or run distant scripts throughout a number of units without delay, the method was quick, safe, and painless. I simulated all the pieces from routine upkeep to emergency troubleshooting, and Atera’s distant assist options had been dependable and fast, making it simple to resolve points with out bodily being on-site.
In fact, no IT administration instrument is full with out reporting and analytics, and Atera delivers on this division, too—although with just a few limitations. I ran studies on ticket response occasions, asset efficiency, and SLA compliance, and whereas the information was insightful, I discovered myself wanting extra customization choices to drill down into specifics.
What I like about Atera:
- Whether or not I used to be managing tickets, automating patch administration, or working scripts remotely, Atera’s interface was clear and straightforward to navigate without having a deep dive into the documentation.
- Atera’s alert system ensured I wasn’t continuously enjoying catch-up. It proactively created tickets based mostly on system well being metrics, holding me forward of potential points as an alternative of reacting to them after they escalated.
What G2 customers like about Atera:
“Atera is unimaginable for useful resource administration. I take advantage of it virtually day by day to both add new workstations or servers to the platform (putting in the agent is extremely easy) or to remotely handle a server/person’s workstation that is experiencing points. The power to run scheduled updates for various teams of endpoints and run giant batches of scripts may be very helpful and saves a number of time and complications.
We do not implement the ticketing system, so I haven’t got expertise with that facet of Atera, however the integration with a backup instrument like Acronis has been a lifesaver for our group. It made it extremely easy for us emigrate from our earlier backup instrument. ”
– Atera Assessment, Zyphlen Ok.
What I dislike about Atera:
- Whereas Atera affords strong out-of-the-box studies, I discovered it troublesome to create extremely custom-made studies that had been drilled down into particular knowledge factors that mattered most to my IT operations.
- Atera affords respectable automation, however after I tried establishing extra advanced, multi-step workflows, I bumped into some limitations. For these used to superior automation platforms, it would really feel a bit restrictive.
What G2 customers dislike about Atera:
“Whereas Atera affords a sturdy set of options, the reporting instruments could possibly be extra customizable to satisfy particular enterprise wants. Moreover, whereas buyer assist is responsive and useful, implementing new function requests or updates can take longer than anticipated. Lastly, the platform would profit from extra granular controls in workflow customization to cater to advanced environments.”
– Atera Assessment, Alex B.
Be certain your service desk software program meets your group’s distinctive necessities. Try this information on assist desk software program necessities to know extra.
5. SysAid
Once I began exploring SysAid, I anticipated one more inflexible IT service administration instrument—constructed for construction however missing character. SysAid blends strong ITSM capabilities with a surprisingly user-friendly, even enjoyable, expertise. It is like that dependable co-worker who will get issues completed however nonetheless manages to crack a joke in the midst of chaos.
Setting it up was easy, and SysAid’s out-of-the-box ITIL templates made it simple to hit the bottom working. I examined all the pieces from incident and downside administration to alter and asset monitoring, and the platform supplied a structured but versatile strategy to ITSM. I might outline workflows, automate ticket assignments, and arrange escalation guidelines with out feeling like I wanted a sophisticated diploma in course of administration.
I examined the self-service portal by simulating end-user requests, and I used to be impressed by how intuitive and customizable the portal was. Customers might seek for options within the information base earlier than submitting tickets, decreasing pointless IT workload. SysAid even permits you to embed useful video tutorials and FAQs, which I discovered to be a pleasant contact for onboarding new workers.
On the asset administration facet, SysAid would not disappoint. I deployed its automated community discovery instrument, and inside minutes, I had a full stock of all related units. It didn’t simply give me fundamental data; it supplied an in depth look into {hardware} specs, software program licenses, and even utilization statistics—excellent for planning IT budgets and monitoring lifecycle prices.
Whereas the SysAid’s UI is purposeful, it feels just a little dated in locations, and navigating deeper settings generally required extra clicks than I might’ve preferred. I additionally discovered the cell app a bit underwhelming—nice for viewing tickets however missing among the extra strong options obtainable on the desktop model.
What I like about SysAid:
- I beloved how SysAid mapped out our complete IT infrastructure with an in depth breakdown of {hardware}, software program, and interdependencies—making audits and compliance checks a lot simpler.
- The power to create and retailer inside documentation, troubleshooting guides, and step-by-step options meant I might empower end-users to resolve minor points themselves.
What G2 customers like about SysAid:
“I have been utilizing SysAid for over 5 years. SysAid has confirmed to be an amazing instrument for managing IT providers. It performs exceptionally nicely at ticket administration, making it simple to trace and resolve issues, and its reporting options supply insightful details about tendencies and efficiency. We use it each to offer providers to our inside and exterior prospects.”
– SysAid Assessment, Kacian S.
What I dislike about SysAid:
- Whereas the platform offers respectable studies, I discovered the customization choices considerably restrictive. For those who’re used to deep, drill-down analytics, you may really feel a bit constrained.
- SysAid affords a number of customization, nevertheless it took me some trial and error to get all the pieces proper. So, the educational curve is steep if you wish to tailor workflows past the fundamentals.
What G2 customers dislike about SysAid:
“Whereas SysAid has been nice general, we discovered that some preliminary configurations took a little bit of time to grasp totally. Nevertheless, their buyer assist crew was all the time there to assist, and as soon as we bought the hold of it, all the pieces ran easily.”
– SysAid Assessment, Luigi C.
6. Helpdesk 365
I had excessive hopes about Helpdesk 365—in any case, it’s constructed particularly for Microsoft 365 customers, and I take advantage of Groups, Outlook, and SharePoint day by day.
The promise? A helpdesk answer that matches proper into the Microsoft ecosystem with out feeling like an add-on. Truthfully, for essentially the most half, it delivered.
Getting arrange was a breeze. Because it’s totally built-in into SharePoint and Groups, I didn’t must juggle one other login or fear about knowledge safety—all of it stays throughout the Microsoft setting. I had the system up and working inside just a few hours, tweaking settings and automating ticket flows with minimal effort. I used to be pleasantly stunned by the intuitive interface—no clunky dashboards or complicated menus, only a easy, acquainted structure that made it simple to hit the bottom working.
I ran some checks by submitting tickets in numerous methods—by means of e-mail, SharePoint, and even straight in Groups—and I beloved how all the pieces synced effortlessly. The automated ticket project function labored nicely, distributing tickets based mostly on classes and urgency. I even arrange escalation workflows to make sure high-priority points bought the wanted consideration. What I actually appreciated was the way in which Helpdesk 365 used Microsoft’s notification system, pinging me on Groups at any time when an SLA was about to breach—no extra “oops, I forgot” moments.
The self-service portal is one other spotlight. I examined it by having just a few colleagues submit check requests, they usually might monitor their ticket standing with out pinging IT for updates. The portal permits customers to look by means of a information base, log requests, and even chat with a bot for fast fixes—all utilizing their current Microsoft credentials.
Nevertheless, after I dug into the reporting options, I discovered them to be fairly fundamental. Certain, I might monitor ticket decision occasions and agent efficiency, however I wished extra flexibility—like drilling down into tendencies and recurring points. I needed to export knowledge to Excel and analyze it manually, which wasn’t perfect.
On the flip facet, the mixing with Microsoft Groups was an absolute win. I might reply to tickets straight inside Groups with out leaping between apps.
What I like about Helpdesk 365:
- I didn’t must study something new—all the pieces from ticket monitoring to notifications match seamlessly into Microsoft 365. I might reply to tickets inside Groups and get real-time updates with out leaving the app.
- Organising automated ticket routing, precedence escalations, and response triggers took me minutes, and I didn’t must dig by means of limitless documentation to determine it out.
What G2 customers like about Helpdesk 365:
“Helpdesk 365 has confirmed to be a useful instrument for our group. The app is extremely simple to implement, and coaching finish customers is a breeze. The seamless integration between SharePoint and Groups enhances our workflow considerably. Moreover, the customer support is excellent, guaranteeing that any points we encounter are resolved promptly. General, I might fee this app 9 out of 10 stars for its effectivity and assist.”
– Helpdesk 365 Assessment, Sheila S.
What I dislike about Helpdesk 365:
- I wished extra management over issues like ticket classes and workflow customization. The default choices had been tremendous for fundamental wants, however tweaking issues to suit my particular workflow required extra effort than I’d like.
- For those who’re working a much bigger IT operation, Helpdesk 365 may really feel too simplistic. It really works nice for SMBs, however scaling it to deal with advanced ITSM workflows could also be difficult.
What G2 customers dislike about Helpdesk 365:
“We had some troubles within the implementation section. The documentation may be very ‘the right way to’ and doesn’t clarify the principle ideas and the way they hold collectively. For instance, clear explanations concerning the purposeful distinction between (re)assigning, transferring, and escalating tickets.”
– Helpdesk 365 Assessment, Franky S.
7. SolarWinds Service Desk
Diving into SolarWinds Service Desk revealed a powerhouse ITSM answer that’s filled with automation, asset administration, and ITIL-aligned workflows.
Proper from the beginning, the platform impressed me with its structured strategy to service administration, providing a strong ticketing system that helps IT groups keep organized and environment friendly. Nevertheless, beneath its spectacular capabilities, I uncovered a platform that requires cautious configuration and endurance to shine actually.
Configuring SolarWinds Service Desk took effort, however the onboarding wizard supplied useful steering as I custom-made ticket classes, escalation guidelines, and automation flows. The system’s AI-driven suggestions stood out, proactively suggesting options based mostly on previous tickets and information base content material—an absolute lifesaver when coping with repetitive points.
Testing it with high-priority tickets proved how nicely the automation engine can prioritize, route, and escalate points with out breaking a sweat.
Exploring the asset administration module showcased one other main power. Deploying the agent throughout units rapidly populated the stock with detailed {hardware} and software program insights, making it simple to trace all the pieces from laptops to licenses.
SolarWinds Service Desk additionally offers strong change administration workflows, which I examined by simulating an office-wide software program replace. The approval chains and threat evaluation instruments supplied glorious oversight, guaranteeing no rogue adjustments slipped by means of.
Nevertheless, customizing these workflows required delving deep into settings and documentation, which could overwhelm smaller IT groups searching for simplicity.
Regardless of its in depth function set, I encountered just a few hiccups alongside the way in which. The person interface, whereas purposeful, feels barely outdated and cluttered. Navigating advanced menus generally felt cumbersome, particularly when making fast changes.
Moreover, whereas SolarWinds affords strong options, the value tag can climb rapidly as you scale, making it a major funding for rising organizations.
What I like about SolarWinds Service Desk:
- I might monitor {hardware}, software program, and even guarantee statuses, giving me an entire image of our IT infrastructure with out the trouble of guide audits.
- The system robotically categorized and assigned tickets with spectacular accuracy, decreasing any guide intervention on my half and rushing up decision occasions.
What G2 customers like about SolarWinds Service Desk:
“SolarWinds Service Desk is extraordinarily user-friendly. Our workers can simply entry the platform and submit a ticket. We, in flip, are in a position to get them the assistance they want as quickly as doable and assign it to the right tech to assist repair their downside. It is related with Dameware Distant In every single place, which can be extraordinarily useful as we now have many distant units that we service.
Conserving monitor of belongings is easy. Moreover, the flexibility to create our personal tickets and put a course of in for our techs to observe actually helps reduce errors or missed steps and maximize time spent straight serving to workers.”
– SolarWinds Service Desk Assessment, Maria S.
What I dislike about SolarWinds Service Desk:
- Once I tried tuning the platform to suit particular workflows, it took appreciable effort from the IT crew’s finish, and I really feel smaller groups could battle to optimize it.
- The core options are robust and able to use. However unlocking AI-driven insights and superior reporting got here at a steep worth for somebody like me who’s very used to AI options in each instrument I take advantage of.
What G2 customers dislike about SolarWinds Service Desk:
“Utilizing SolarWinds to handle all units within the community is likely one of the challenges we face, and this will create protection holes. In final month’s scheduled audit, some inconsistencies within the knowledge from certainly one of our distant knowledge facilities had been noticed. This misalignment impacts our potential to investigate server and software visitors precisely, so including human effort to troubleshoot manually is the end result.”
– SolarWinds Service Desk Assessment, Maria V.
8. Splashtop Distant Assist
Exploring Splashtop Distant Assist instantly highlighted its give attention to simplicity and pace, which, let’s be trustworthy, are the 2 belongings you need most in a distant assist instrument.
With a robust emphasis on distant entry and management, Splashtop is ideal for IT groups who must troubleshoot points rapidly and effectively—with out pointless complexity or bloated options getting in the way in which.
Organising Splashtop was refreshingly easy. After deploying the agent throughout a handful of check units—each Home windows and macOS—the dashboard supplied an prompt overview of all managed endpoints. I beloved how simple it was to group units, assign permissions, and arrange unattended entry with out leaping by means of hoops.
Inside minutes, I used to be remotely managing units as if I had been sitting proper in entrance of them. The connection pace was spectacular, with minimal lag even when working with bandwidth-heavy duties like software program installations and troubleshooting video-related points.
As a lot as I appreciated its straightforwardness, I rapidly realized that Splashtop is primarily a distant entry instrument, not a full-fledged IT administration answer. The platform focuses on getting you into distant techniques rapidly however lacks lots of the deeper ITSM options discovered in additional complete options.
As an example, I discovered the alerting and monitoring capabilities to be fairly restricted—there’s no proactive option to catch potential points earlier than they escalate, which meant I needed to depend on guide system checks.
Whereas the distant file switch function labored flawlessly—I might simply drag and drop recordsdata between my native and distant techniques—there have been some notable limitations in different areas. The dearth of built-in chat performance was irritating, particularly after I wanted to speak with finish customers throughout troubleshooting classes. I ended up counting on exterior messaging instruments to fill the hole, which felt like an pointless additional step.
Splashtop’s multi-monitor assist was a spotlight throughout my testing, making it simple to toggle between screens on distant techniques. Nevertheless, I seen that Mac customers don’t get the identical stage of performance as their Home windows counterparts—sure options, like distant printing, felt underdeveloped or unavailable.
What I like about Splashtop Distant Assist:
- I often needed to troubleshoot advanced setups with a number of displays, and Splashtop dealt with them fantastically. The power to modify between shows and even rearrange them remotely gave me a way of management that another instruments lacked.
- The power to remotely entry machines with out intervention was invaluable, particularly for after-hours upkeep. I scheduled updates, reboots, and troubleshooting duties with out disrupting finish customers.
What G2 customers like about Splashtop Distant Assist:
“To this point, Splashtop has labored for me flawlessly. Connections with purchasers are fast, steady, and supply all of the options I require. I wouldn’t have a clientele that requires 24/7 monitoring, so coming in on request is a bonus and saves journey time for an in-person go to. The options required by my service, reboots, file transfers, and entry to activity supervisor, make my job easy.
For many of my purchasers, the method of establishing Splashtop to be used is straightforward inside their capabilities. I’ve not had the necessity to contact Buyer Assist, which can be a results of a balanced and well-built platform. I’ve used Splashtop a number of occasions per week, which will increase the time wanted to deal with much more purchasers in a given timeframe.”
– Splashtop Distant Assist Assessment, Court docket N.
What I dislike about Splashtop Distant Assist:
- Whereas Splashtop excels in Home windows environments, Mac customers get the brief finish of the stick. Options like distant printing, clipboard syncing, and sound redirection had been both lacking or didn’t work as easily as they did on Home windows techniques. This made it much less perfect for companies with blended environments.
- Splashtop does its job nicely, nevertheless it’s not significantly versatile relating to customizing workflows. I wanted for extra choices to tailor the interface, person roles, and automation triggers to go well with my crew’s wants higher.
What G2 customers dislike about Splashtop Distant Assist:
“The one draw back to Splashtop SOS is that some superior options, like file switch and multi-monitor assist, can be found solely in higher-tier plans. It will be nice to have extra of those options included within the fundamental bundle to offer much more worth for customers needing complete assist.”
– Splashtop Distant Assist Assessment, Brad B.
FAQs about finest service desk software program
Have extra questions? I’ve answered among the most often requested questions on service desk software program under.
Q. What’s one of the best free assist desk software program?
Freshservice and SysAid supply beneficiant free trials that offer you entry to their core options with out limitations. Freshservice affords a 21-day trial, which is a good alternative to check its automation-heavy strategy and asset-tracking capabilities. SysAid, with its intuitive self-service portal and structured ITIL processes, offers a strong trial expertise. For those who’re searching for distant support-focused options, Splashtop additionally affords a free trial that’s excellent for testing distant entry capabilities.
Q. How do I select one of the best service desk software program for my group?
Selecting the best service desk software program relies on components like your group’s measurement, funds, and IT complexity. Search for options comparable to automation, integrations, reporting capabilities, and ease of use. ServiceNow is a strong selection for enterprises with advanced wants, whereas Freshservice or SysAid may be higher for small to mid-sized companies in search of simplicity and affordability.
Q. Which service desk software program has one of the best automation options?
ServiceNow leads the pack with highly effective automation, providing AI-driven workflows that simplify advanced IT processes. Freshservice additionally offers strong automation instruments which are simple to arrange, together with ticket routing, approvals, and escalations. SolarWinds Service Desk affords strong automation capabilities, although it requires extra preliminary setup effort.
Q. What’s the position of AI in trendy service desk software program?
AI helps automate ticket classification, counsel options from the information base, and predict potential points earlier than they escalate. ServiceNow and Freshservice use AI to reinforce effectivity by auto-resolving frequent requests and offering analytics for proactive IT administration.
Q. Can I migrate my current tickets and knowledge to a brand new service desk software program?
Sure, most service desk platforms assist knowledge migration from current techniques. Freshservice and SysAid present easy import choices for tickets and person knowledge, whereas bigger platforms like ServiceNow could require extra advanced migration plans with API integrations or skilled providers.
Mission IT-possible
After diving headfirst into the world of service desk software program, I’ve realized that choosing the right one feels so much like assembling my dream IT toolkit. Some instruments are the on a regular basis necessities—easy, dependable, and able to deal with the standard requests with none fuss. Others are filled with options, like a high-end energy drill, providing far more than I would like proper now however excellent for these moments when issues get sophisticated.
What I’ve realized is that no single instrument does all of it, however there’s undoubtedly a proper match for each crew. The hot button is discovering that stability—one thing highly effective sufficient to deal with robust challenges however not so overwhelming that it slows me down.
Now comes the enjoyable half—testing issues out. Join free trials, poke round each function, and see if the software program can sustain with the calls for of a busy IT setting. Submit tickets, automate processes, and even run studies to verify they ship what you want. And, in fact, acquire suggestions out of your crew as a result of nothing says “unsuitable selection” like pissed off coworkers coping with clunky software program day by day.
Ultimately, discovering one of the best service desk software program isn’t nearly ticking off function lists or chasing the most recent tendencies. It’s about making IT assist smoother, extra environment friendly, and—dare I say it—much less of a headache.
In case your focus is on delivering top-notch customer support relatively than inside IT assist, take a look at the finest assist desk software program to handle inquiries, automate responses, and improve general service experiences.