Best IT Service Desks for 2024
Effective service and personalized support are the foundation of organizational success in the rapidly changing corporate scene. These pillars not only allow organizations to navigate the dynamic changes effectively but also ensure the seamless provision of relevant employee support and timely solutions. This, in turn, becomes paramount in developing and maintaining high levels of employee experience (EX), satisfaction (ESAT) and customer satisfaction (CSAT). In order to ensure the ultimate in support quality, modern IT service desk solutions are strategically implemented.
Needless to say, AI-enabled IT helpdesk software plays a pivotal role in streamlining employee support processes and fostering seamless communication between employees and support teams. These tools enable companies to efficiently handle, prioritize, and track support tickets while also providing a knowledge base to empower employees to find answers to their queries- allowing your IT support agents to focus on more critical tasks.
As reported by Gartner, robust IT service desks powered by advanced AI and machine learning can help employees to perform support tasks more efficiently. It's like having an assistant that makes your daily tasks easier, freeing up about 30% of your time for other important things. Thus investing in a modern service desk solution is a no-brainer for organizations - regardless of its size and industry. Thus, selecting the best IT service desk software is critical for businesses aiming to establish an exceptional IT support system.
But you might wonder where to start your IT helpdesk research journey. In this blog, I have compiled a list of the best service desk tools that will dominate in 2024 and beyond. In this list, we will provide insights into each software's unique features, pros, cons, and pricing information so that you are able to make the best decision based on your organization's needs.
What is an IT Service Desk?
A modern IT service desk software is a centralized point of contact within an organization that supports and assists employees regarding their information technology (IT) needs. It serves as a crucial interface between the IT department and the employees, facilitating the resolution of technical issues and ensuring the smooth operation of IT services.
The primary role of an AI-enabled IT service desk solution is to handle inquiries, troubleshoot problems, and provide solutions related to computer hardware, software, networks, and other IT-related issues. Employees typically contact the IT support agents or technicians when they encounter technical difficulties, require assistance with software applications, or need guidance on IT policies and services.
Why is it Important to Have a Robust IT Service Desk?
Having the best IT service desk software is crucial for several reasons, as it directly impacts an organization's efficiency, productivity, and overall performance. Here are some key reasons why having an effective IT Service Desk is important:
1. Instant Issue Resolution
An IT helpdesk software is responsible for diagnosing and resolving technical issues that employees encounter. This may involve providing step-by-step instructions, troubleshooting problems remotely, or escalating complex issues to higher-level support teams.
2. Seamless User Support
A modern IT helpdesk acts as a dedicated lifeline for employees seeking support in steering IT challenges. Whether it's a simple password reset, the installation of critical software, or general inquiries about our IT resources, employees can rely on service desk software as a quick and comprehensive solution hub. By delivering direct and accessible IT support, modern helpdesk software prioritizes the seamless functioning of your employees' technological needs, ensuring they can navigate the digital terrain easily and confidently.
3. Reduce Downtime
Service desk is instrumental in identifying and resolving technical issues swiftly. By doing so, it ensures that employees can resume their tasks promptly, preventing prolonged interruptions and maintaining a smooth workflow throughout the organization. This proactive approach to issue resolution contributes significantly to the overall operational continuity.
4. Enhances Employee Productivity
IT helpdesk automation allows employees to not only resolve issues quickly but also offers comprehensive support for various IT-related needs. This includes providing guidance on software applications, assisting with system configurations, and addressing user inquiries. This comprehensive support empowers employees to utilize technology effectively, promoting a more productive and technologically literate workforce.
5. Optimizes IT Resources
An IT service desk ticketing system ensures that resources are allocated judiciously through a robust ticket management and prioritization. Identifying patterns in reported issues helps the IT team proactively address systemic problems, preventing recurring incidents and allowing for a more strategic allocation of technical resources to critical areas.
6. Elevates Employee Satisfaction
Timely and effective resolution of IT issues significantly contributes to employee satisfaction. A responsive service desk resolves problems and communicates clearly and empathetically, creating a positive experience for employees. This positive interaction builds trust and confidence in the IT support team, fostering a culture of collaboration and support.
7. Meets Service Level Agreements (SLAs)
Adherence to SLAs is a key metric for the effectiveness of service desk. Meeting or exceeding these agreements demonstrates a commitment to providing timely and reliable support. This reliability not only instills confidence in employees but also reflects positively on the organization's overall commitment to delivering high-quality services.
8. Encourage Open Communication
Clear and transparent communication is a hallmark of a top-tier IT service desk solution. Regular updates on ongoing issues, scheduled maintenance, and system changes foster a sense of awareness and understanding among employees. This open communication channel helps manage expectations, reducing uncertainty and ensuring that employees are well informed about the status of IT services.
9. Facilitates Continuous Improvement
A best-in-class IT service management solution embraces a culture of continuous improvement. Regular feedback from users, coupled with a thorough analysis of support processes, allows the team to identify areas for enhancement. By implementing changes based on these insights, the ITSM tool evolves, becoming increasingly efficient and adaptive to the evolving needs of the organization.
10. Support Remote Work
In the era of remote work, a GenAI-enabled service desk is essential for providing seamless support to employees working from various locations. Remote access troubleshooting, secure connection assistance, and virtual collaboration tool support are integral aspects of ensuring that remote workers have the same level of access and support as their in-office counterparts, contributing to a successful distributed work model.
Top Insights on IT Service Desks
- The Global IT Service Desk market, valued at USD 197.5 billion in 2022, is poised for substantial expansion, with a projected compound annual growth rate (CAGR) of 17.60% from 2023 to 2030. This robust growth underscores the escalating demand for advanced IT service solutions worldwide.
- Exploiting the capabilities of service desk software's big data can yield substantial benefits, saving up to 670 working hours annually, reducing phone call volumes by 10%, and freeing up 25% of help desk resources for more strategic attention. This emphasizes the efficiency gains achievable through data-driven approaches in support operations.
- Approximately 75% of companies have strategic plans to invest in automation technologies, such as Artificial Intelligence and process automation. This trend reflects the growing acknowledgment of automation's transformative potential in enhancing efficiency and productivity within service desk operations.
- Despite the critical role of technology in service desk operations, the average service desk allocates 68.5% of its budget to staffing costs, with only 9.3% dedicated to technology. This allocation pattern underscores the need for a balanced investment approach that includes technology upgrades to optimize service desk performance.
- A substantial 86% of service teams acknowledge that having a help desk system significantly enhances their productivity. Additionally, among high-growth service teams, 51% rely on help desk systems, emphasizing the pivotal role of such systems in supporting and driving the success of dynamic and expanding service teams.
Features to Consider When Choosing IT Service Desk Tool
When selecting the best IT Service Desk software for employees in an organization, it's crucial to consider various features that contribute to effective support, seamless operations, and enhanced user satisfaction.
Here are key features to look for:
1. Conversational Ticketing System
A conversational ticketing system is essential for organizing and prioritizing support requests. Look for a service desk with an intuitive ticketing system that allows for easy submission of issues, efficient tracking, and categorization. This helps streamline communication between users and support agents, ensuring that each inquiry is addressed promptly.
2. Multi-Channel Support
IT helpdesk software provides support through multiple channels, including email, chat, and phone. This versatility accommodates diverse communication preferences among employees, allowing them to choose the most convenient and efficient way to seek assistance. A multi-channel approach enhances accessibility and responsiveness.
3. Agile Knowledge Base and Self-Service Options
An effective knowledge management system is a valuable feature that empowers employees to find solutions independently. Always look for a service desk that includes a well-organized knowledge base, FAQs, and self-help resources. This not only promotes user autonomy but also reduces the volume of routine inquiries, allowing support staff to focus on more complex issues.
4. Task Automation and Workflow Management
Automation features streamline routine tasks and help in managing workflows efficiently. Look for a service desk that incorporates automation for ticket routing, categorization, and resolution. This not only accelerates response times but also ensures that issues are directed to the right personnel, optimizing the use of IT resources.
5. SLA Management
Service Level Agreement (SLA) management features are essential for setting, monitoring, and meeting performance expectations. The ability to define, track, and report on SLAs ensures that support teams adhere to agreed-upon response and resolution times. This contributes to a consistent and reliable support experience for employees.
6. Seamless Integration Capabilities
Choose an efficient service desk that seamlessly integrates with other IT management tools and systems. Integration with tools like monitoring systems, asset management, and collaboration platforms enhances the overall efficiency of IT operations. This interconnectedness ensures a holistic approach to managing IT services and support.
7. Reporting and Analytics
Robust reporting and analytics functionalities provide insights into support performance, user trends, and common issues. Look for a modern helpdesk that offers personalized reporting dashboards and analytics tools. This data-driven approach enables organizations to make informed decisions, identify areas for improvement, and measure the overall effectiveness of IT support.
8. Security Features
Security is paramount in IT service management. Ensure that the chosen service desk adheres to industry security standards. Features such as role-based access control, encryption, and compliance with data protection regulations contribute to a secure IT environment.
As an organization grows, so does the demand for IT support. Choose a service desk that is scalable, capable of handling increased user volumes and expanding service requirements. Scalability ensures that the IT Service Desk remains effective and responsive as the organization evolves.
10. User-Friendly Interface
An intuitive and user-friendly interface is essential for both employees and support agents. A well-designed interface enhances user experience, reduces training time, and facilitates quick navigation, contributing to a positive interaction with the service desk.
Top 19 Best IT Service Desks for 2024
Now that you're more acquainted with the prominent features of an efficient IT service desk, it's time to delve into our thoughtfully assembled compilation of the top 19 best ITSM service desk software for 2023. These options are designed to enhance your employee support and IT services.
- Jira Service Desk
- ManageEngine ServiceDesk Plus
- Spiceworks Helpdesk
- Team Support
- Zoho Desk
- ConnectWise Manage
- SolarWinds Service Desk
- BMS Helix ITSM
- Mojo HelpDesk
- Help Scout
Now, let's learn more about each of them individually.
Rezolve.ai is a modern AITSM software powered by Generative AIv, designed to deliver immediate employee support via Microsoft Teams. Being a next-generation IT service desk solution, Rezolve.ai aims to minimize operational challenges for enterprises and elevate the overall employee experience. Rather than solely benefiting IT support agents, Rezolve.ai positions itself as a comprehensive resource, offering a multitude of advantages to employees.
- GenAI-enabled Agile Knowledge Management
- Sleek MS Teams Interface
- Conversational Incident Management
- GenAI Sidekick Chatbot
Human-in-the-loop Live Chat
- Conversational Ticketing Sysytem
- Conversational Service Requests
- No-code Automation Studio
- Enterprise Catalog Management
- Problem Management
- Automated SLA and Tracking Report
- Multi-Channel Support
- MS Teams Accessible Change Management
- Real-Time Notification
- Insightful Dashboard and Reporting
- Unique Desktop Automation
- GenAI sidekick chatbot for round-the-clock support
- Personalized issues resolution
- User-friendly Interface
- Great reporting and metrics
- Intuitive workflow and automation
- Lack of separate service portal
Contact the sales team for a quote.
Zendesk is a modern IT helpdesk platform known for its comprehensive features in ticket management, knowledge base creation, live chat support, and customer self-service. The software offers a user-friendly interface and robust automation capabilities, streamlining IT support processes. Additionally, Zendesk provides analytics and reporting tools for performance and customer satisfaction tracking. Customization options are available, allowing companies to match the support interface and customer-facing components with their branding and style. This includes creating branded help centers, customizing ticket forms, and designing customer-facing emails to maintain a consistent brand experience.
Overall, Zendesk stands out for its versatility in addressing various aspects of IT support while prioritizing a seamless and branded user experience.
- Real-time support case management
- Instant support article creation and publishing
- Easy support metric dashboard creation
- Need alerts and reminders to follow up on open/pending support cases
- Need more user-friendly UI
- Simpler ways to associate customers with accounts and organizations
- $19.00 per agent/month billed annually - Support Team (Foundational Support Only)
- $49.00 per agent/month billed annually - Suite Team
- $79.00 per agent/month billed annually - Suite Growth
Freshdesk, a cloud-based service desk software, is recognized for its intuitive interface and ease of use. It encompasses features such as ticket management, a knowledge base, community forums, and multi-channel support to facilitate seamless customer service and efficient issue resolution. Automation capabilities are integrated to enhance productivity, and the software seamlessly integrates with various business tools for streamlined workflow management. Freshdesk's emphasis on simplicity and user-friendly design makes it an ideal choice for organizations seeking an accessible yet powerful solution for managing customer support across diverse channels.
- Free tier
- Simple Basics
- Customer Support inconsistency
- Features locked behind paywalls
- Data Analytics
- Open APIS
- $0 up to 10 agents - Free
- $15 per month per agent – Growth
- $49 per month per agent - Pro
Jira Service Desk
Built on the robust Jira platform, the Jira Service Desk specializes in IT service management (ITSM). It offers features like incident management, problem management, change management, and asset management. The platform provides a collaborative environment for IT teams and integrates well with other Atlassian products. Jira Service Desk's strength lies in its alignment with ITSM processes, leveraging the Jira ecosystem to enhance collaboration and efficiency within IT teams.
- Integration options
- Automated routing of tickets
- User Experience
- Reports Section - Need to have more customizable fields
- Performance is slow (sometimes)
- $0 per month - Free
- $20 per agent/per month - Standard
- $40 per agent/per month - Premium
ManageEngine ServiceDesk Plus
ServiceDesk Plus is a comprehensive IT service desk software covering incident management, problem management, change management, asset management, and more. Automation, self-service options, and integration capabilities are included to enhance IT support efficiency. The software incorporates a comprehensive ITIL framework. With ServiceDesk Plus, organizations can not only streamline support processes but also adhere to ITIL best practices, ensuring a structured and standardized approach to IT service management.
- Robust feature set.
- Thorough Change Management feature.
- Fast support.
- Clunky user interface.
- Lack of AI-driven automated responses.
- Doesn’t integrate with Slack.
- $10.00 (On-Premise) starting price per month - Standard
- $21.00 (On-Premise) starting price per month - Professional
- $50.00 (On-Premise) starting price per month - Enterprise
Spiceworks Help Desk
Spiceworks Help Desk is a free, cloud-based IT service desk software designed for small to medium-sized businesses. It includes ticketing, a knowledge base, and network monitoring tools. The software provides a community-based platform where IT professionals can collaborate, seek advice, and share knowledge. Spiceworks Help Desk's unique offering lies in its community-driven approach, fostering collaboration among IT professionals and providing a valuable resource for collective problem-solving within the user community.
- Issues Tracking
- Request Management
- Incident Management
- Reporting and Analytics
- Ticket collision
- Does not support ITIL guidelines.
- Clunky user interface.
SysAid is an ITSM solution offering incident and problem management, asset management, change management, and service catalog capabilities. Automation, self-service, and reporting features are provided to optimize IT service delivery and improve customer satisfaction. The software also includes self-service portals and reporting for streamlined service delivery. SysAid's emphasis on self-service options and robust reporting tools positions it as a comprehensive ITSM solution focused on empowering end-users and IT teams alike.
- Inventory Management
- Service Desk and Incident Management
- Workflows need more time to build.
- Clunky user interface.
- Complexity to Configuration
HappyFox is a cloud-based service desk software providing ticket management, a knowledge base, and live chat support. Automation features, integration with various communication channels, and reporting capabilities are included to streamline support processes and enhance customer satisfaction through efficient issue resolution. HappyFox aims to streamline support processes and improve customer satisfaction through its user-friendly interface and an array of automation tools, making it a reliable choice for organizations prioritizing customer-centric IT support.
- Conducts progressive surveys, and feedback attained.
- Case management feature.
- No campaign management.
- Lacks performance metrics.
- No email management.
- $29 per user/month - Mighty
- $49 per user/month - Fantastic
- $69 per user/per month - Enterprise
Kayako is a customer service platform incorporating service desk functionalities such as ticket management, live chat, and customer self-service options. It focuses on delivering personalized customer experiences through multiple communication channels and provides analytics to measure performance. Kayako's emphasis on personalized customer experiences, coupled with robust analytics, positions it as a solution catering to organizations aiming to elevate their customer support to a more individualized and effective level.
- Incident and problem management
- Self-Help Community
- Multi-Channel Help
- $15.00 per user per month - Inbox
- $30.00 per user per month - Growth
- $60.00 per user per month - Scale
TeamSupport is a collaborative service desk software designed for B2B customer support. It includes features like ticket managementv, a customer database, collaboration tools, and customer self-service. The software aims to improve communication and foster teamwork within support teams to enhance customer satisfaction. TeamSupport's collaborative features and focus on improving internal communication make it an ideal choice for organizations dealing with B2B customer support, where effective teamwork is paramount.
- TeamSupport employee service is quick and friendly.
- Employee ticketing system
- Integration to VSTS is not up to the mark.
- Dashboards need to be more modern and user-friendly.
- Clunky UI
- $40 per user per month - Support Desk
- $55 per user per month - Enterprise
Zoho Desk is a cloud-based service desk software offering ticket management, automation, knowledge base, and customer self-service capabilities. It provides multi-channel support, reporting, and integration options to enhance customer support efficiency. The software also includes AI-powered chatbots for automated support. Zoho Desk's inclusion of AI-powered chatbots and its emphasis on multi-channel support positions it as a modern solution catering to organizations seeking advanced automation and support capabilities.
- Communicating with customers across multiple channels
- Team collaboration across departments
- Managing tiny gears and cogs
- Assigning tickets automatically
- No Desktop application.
- The system requires a lot of customization.
- Workflow is sometimes not intuitive.
- $0 – Free
- $14 per user – Standard
- $23 per user – Professional
ConnectWise Manage is a robust IT service desk software featuring ticketing, project management, time tracking, and customer relationship management (CRM) capabilities. It caters to the needs of managed service providers (MSPs) and focuses on streamlining workflows and improving customer satisfaction. ConnectWise Manage's comprehensive feature set and focus on MSPs make it a go-to solution for organizations looking to manage diverse aspects of their business, from customer relationships to project management.
- Great CMS system for MSPs
- Connects with Sell
- Inventory management
- The flow of information through the system works well
- Reporting on many projects is not easy for all users.
- Integration to work properly requires costly 3rd party apps
- Significant hours lost in training, integration, and implementation
- Too many to list
- $35.00 (On-Premise) per tech per month - Subscription
SolarWinds Service Desk
SolarWinds Service Desk provides ITSM functionalities, including incident, problem, change, and asset management. Automation, self-service portals, and reporting features are offered to streamline IT operations and improve service delivery. The software enables organizations to define and manage SLAs for different IT services, ensuring service delivery meets agreed-upon levels. SolarWinds Service Desk's emphasis on SLA management and robust reporting tools positions it as a solution suitable for organizations aiming to optimize service delivery and maintain service levels.
- Helpdesk management
- Agentless Inventory
- Email receipt is occasionally laggy
- Workflow is a little complex.
- UI is not up to the mark
BMC Helix ITSM
BMC Helix ITSM is an enterprise-grade IT service management solution covering various ITSM processes, including incident management, problem management, change management, asset management, and service level management. It focuses on delivering efficient IT services aligned with industry best practices and includes a centralized CMDB for configuration data management. It provides visibility into the relationships between IT components, enabling better impact analysis, change planning, and problem resolution. BMC Helix ITSM's enterprise-grade capabilities and focus on best practices make it a solution for organizations requiring a comprehensive ITSM framework.
- Clear and intuitive interface
- Customer portal integrating different products
- Reporting capabilities
- Ticket handling between modules
Freshservice is a cloud-based ITSM service desk software providing ticket management, asset management, change management, and self-service capabilities. Emphasizing simplicity and user-friendliness, it is suitable for organizations of all sizes. The software includes features like automation, integrations, and reporting to streamline IT support processes. Freshservice's focus on simplicity and accessibility makes it a suitable choice for organizations seeking an easy-to-use yet powerful ITSM solution.
- Pricing is costly compared to other alternatives in the market.
- Managing a multitude of software licenses
- Admin Portal needs to be more user-friendly.
- $19.00 per month per user - Starter
- $49.00 per month per user - Growth
- $95.00 per month per user - Pro
Desk.com, now part of Salesforce, offers customer support and service desk features, including ticket management, customer self-service, and automation capabilities. Seamless integration with other Salesforce products delivers a unified customer support experience, along with real-time insights and analytics for measuring support performance. Desk.com supports multiple communication channels, including email, phone calls, live chat, social media, and web forms. This allows businesses to engage with customers across different platforms and provide consistent support across channels. Desk.com's integration with Salesforce and support for multiple communication channels positions it as a solution for organizations seeking a unified and multi-channel approach to customer support.
- Easy to set up
- Custom fields
- Response templates
- Lacks intuitive workflow
- Doesn’t have many chatbot features
- Collaboration functionality
Mojo Helpdesk is a user-friendly service desk software that simplifies ticket management, knowledge base creation, and customer support. Customization options and self-service portals enhance user experience, and the software integrates with email for seamless communication. Mojo Helpdesk's user-friendly design and emphasis on customization make it an ideal solution for organizations seeking a straightforward and tailored approach to ticket management and customer support.
- Built-in reports
- Needs an intuitive workflow
- $0 includes 10 agents – Mini Me
- $29 includes 10 agents - Professional
- $99 includes 10 agents - Enterprise
Agiloft is a highly customizable IT service desk software that allows organizations to tailor service desk workflows and processes. It offers features like ticket management, knowledge base, and automation capabilities to improve IT support efficiency. Contract management functionalities are also provided, making it suitable for organizations with complex service requirements. Agiloft's focus on high customization and inclusion of contract management features positions it as a solution for organizations with specific and varied IT service desk requirements.
- Time management for the contracts.
- Quickly reviewing/editing contracts.
- Speed of new contract creations.
- Categorizing the contracts
- Needs to have a better UI
- Many unnecessary integrations (Alexa).
- Complex integration
Help Scout is a customer support platform including service desk features such as ticket management, collaboration tools, and knowledge base functionalities. Focused on providing a personalized and human-centric customer support experience, it integrates with various communication channels and provides analytics for measuring support performance. Help Scout's emphasis on a personalized customer support experience and collaboration tools makes it a suitable choice for organizations prioritizing a more human touch in their customer interactions.
- Great interface.
- Good tagging system.
- Efficient workflow automation.
- Functionality needs to be more flexible.
- Metrics and reporting need to be improved.
- Lacks a spam filter.
- $20 per user/per month - Standard
- $35 per user/per month - Plus
As your company expands and attracts new clients, your support desk team will find itself handling a growing number of IT support requests. As we step into 2024, armed with a curated list of the top service desk software, let's not forget that behind every ticket is a person looking for a solution. Utilizing modern IT service desk software like Rezolve.ai empowers support agents to organize these requests effectively, manage ticket volume efficiently, and deliver timely support- elevating themselves as IT superheroes.
Ensure your employee support remains top-notch by making the right investment in Rezolve.ai’s IT service desk software. Book your session now!
1.What is a service desk in IT?
In IT, a service desk is a centralized support system that serves as a single point of contact for users seeking assistance with IT issues. It handles tasks like troubleshooting, incident management, and request fulfillment to ensure efficient IT service delivery and user satisfaction within an organization.
2. What makes a good IT service desk?
A good IT service desk excels in swift issue resolution, user-friendly interfaces, proactive support, and seamless integration with emerging technologies. It prioritizes user satisfaction, adapts to evolving needs, and serves as a strategic partner in the organization's overall success.
3. Is the service desk better than helpdesk?
While the terms are often used interchangeably, a service desk typically offers a broader range of services, including IT support, service management, and user empowerment, making it a more comprehensive solution than a traditional help desk.
4. What is the difference between ITIL and service desk?
ITIL (Information Technology Infrastructure Library) is a framework that encompasses best practices for IT service management. The service desk is a component within ITIL, serving as a focal point for handling incidents and requests. ITIL provides guidelines, while the service desk is the operational implementation of those guidelines.
5. Is the service desk an ITIL practice?
Yes, the service desk is considered an essential ITIL practice. It plays a central role in incident management, problem management, and request fulfillment, aligning with ITIL principles to ensure effective IT service delivery and support.