Top 8 Service Desk Software - 2023

Service desk software enables efficient data analysis, reporting, and effective communication between users and IT administrators. In addition, the tool helps IT managers automate user response and ticket-resolving processes and streamlines business processes by handling time-consuming IT tasks.

This blog will provide an overview of some of the top 10 service desk software options available to help your organization automate manual and repetitive tasks for a smoother workflow and enhanced productivity and efficiency. 

The service desk software is an automation tool primarily designed to manage and organize various customer and technical support requests, including tickets, incidents, and communication between the organization and external parties. 

It is the primary point of contact for app approvals, problem management, and configuration changes, enabling IT teams to respond to and resolve issues efficiently. Additionally, these tools can significantly enhance the productivity and potential of an organization's workforce by automating repetitive tasks and providing faster, more efficient workflows.

Let's take a look at a selection of service desk software solutions that can assist organizations in managing and efficiently handling app approval inquiries.

Top 8 Service Desk Software

Here are the top 8 service desk software options organizations can choose from to improve and simplify their business operations.  

1. Zluri

Zluri streamlines the SaaS approval process by providing IT teams with a centralized platform to efficiently assign apps and licenses to exist employees during mid-life cycle changes. In addition, the platform allows IT teams to verify app approvals requested by employees in a single dashboard, granting secure access immediately. This increases productivity for IT teams and employees as they can quickly access the necessary tools and resources. 

Additionally, Zluri's Self-Serve model, "Employee App Store," allows employees to independently select and request the apps they need, further simplifying the SaaS access management process. With Zluri, businesses can easily automate their SaaS approval process, ensuring employees can access the tools they need without delays.

The Employee App Store is a powerful tool offering various benefits for organizations. They are:

• It decentralizes SaaS procurement decisions, allowing employees to make informed choices about their apps. This reduces the time and effort required for research and evaluation and helps ensure that employees have access to the most secure and compliant apps.

• The tool updates the employees with new apps and real-time updates on their apps or license requests. This improves transparency in the approval process, as comments and feedback on app requests are visible to the requestors.

• The tool helps keep SaaS sprawl in check by allowing users to choose the most relevant apps to their needs and by providing visibility into all SaaS purchases, which helps to eliminate shadow IT in the organization.

• The Employee App Store saves time on repetitive tasks by providing custom SaaS workflows. This allows organizations to focus on more strategic work rather than spending time on repetitive SaaS approval tasks.

Read details about Zluri's Employee App Store in this article.

Book a Demo for Employee App Store

Zluri's self-serve model reduces staff attrition caused by repetitive and basic customer inquiries, increases efficiency, and saves resources. In addition, by decreasing the need for direct interactions between clients and agents, the model allows for a faster response time and eliminates the need for agents to support users in basic tasks. 

Additionally, the automation capability of the model allows IT teams, employers, and users to access all the necessary data on one central platform, streamlining the process and increasing productivity. 

Give Zluri a try and see the difference it can provide in your organization. Request a demo today!

Pros 

• Zluris' self-serve model provides a smoother experience accessing required SaaS tools during mid-lifecycle change of employees.

• Zluri provides regular updates on new features & requests and gives excellent product enhancements from time to time.

• The tool provides more than 800 API integrations to connect with different systems and enable custom integrations with a turnaround time of 36 hours, much faster than other platforms.

• The platform has an excellent UI design, and users can easily navigate through all the features and use the tools effectively to increase the organization's efficiency.

Customer Rating

• G2: 4.8/5

2. Help Scout

HelpScout automation tool can track, manage and organize raised tickets. The tool provides an efficient dashboard that allows the IT teams to visualize the team's performance. In addition, it provides a live chat function that helps customers get answers to their issues. Also, HelpScout integrates with different systems, like business intelligence tools, that help expand your audience and analyze the organization's structure.

Pros

• Provides excellent support for solving issues.

• It provides tag systems that help you tag the tickets and categorize and set priorities using customized workflows. You can take action against issues efficiently.

Cons

• You lose all tags to tickets when the case is closed, and also it can be challenging to find the old tickets.

• Merging tickets can be confusing as it changes the profile name and it takes time to identify the original ticket.

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Customer ratings 

• G2: 4.4/5

3. SysAid

SysAid provides data-centric, change, and problem-management features. It provides unlimited templates and forms to administer repetitive tasks. SysAid service offers a fast implementation of modern AI methods. SysAid service makes IT more innovative and efficient by providing faster service, lighter workloads, and smoother service experience.

Pros

• The tool creates efficient workflows and customizes them as per your need.

• You can enable new modules at any time without impacting the ongoing work. 

• As it's a cloud-based solution, it gives the opportunity to access apps, devices, and systems from anywhere seamlessly.

• Users can easily create and raise tickets, and it provides the ability to build or add things to the ticketing system as per your requirements.

Cons

• Sometimes it changes your default settings by itself, causing tickets to be assigned to places where they are not supposed to be.

• Limitations in customization features as you are unable to add more notification messages, and to customize, you need to have coding-level knowledge. 

Customer ratings 

•  G2: 4.5 /5

4. Freshservice

Freshservice is a cloud-based service desk tool that is an intuitive, fast and intelligent solution for any organization. This platform's enhanced features drive service efficiency into different systems by eliminating repetitive tasks and integrating all service needs into one platform. In addition, the tool enhances no-code migration services for end users and managers.

Pros

• You can easily customize and create functions to raise tickets as per your requirements.

• You can set ticket notifications to get notified whenever a ticket for app approval is raised.

Cons

• Limitations in portal design, you need to be an HTML coder to design the portal.

• Limitation in search functionality as it can be difficult to find details from old tickets.

• Bulk email management needs to work better (it becomes slow, and while assigning closing and tagging multiple emails, it gets deselected).

Customer ratings 

• G2: 4.6/5

5. Jira Service Desk

Jira service desk empowers automation and DevOps to deliver efficient service to customers and employees. For example, it resolves the app approval queries of employees right at the service desk by eliminating time-consuming tasks. Additionally, it provides reports and data metrics so that the IT teams monitor the dashboards across the platform.

Pros

• It provides transparency to employees by updating them about the app approval status. 

• With this tool, it's easy to set up alerts for app access requests by any employees, making it easier for IT teams to view.

• You can create filters to prioritize the important app queries.

• You can set up the dashboards in a few minutes and get a centralized view of app requests. 

Cons

• The initial setup of the tool is complex.

• A tracking feature to follow the request's status will make it easier.

Customer ratings 

• G2:4.2 /5

6. Zoho Desk

Zoho is a customized service desk solution to simplify complex IT processes through automation, such as ticket-resolving processes. The tool aligns processes according to IT teams and integrates with well-equipped resources, and enforces dynamic support systems. Furthermore, it also deals with all the technical, security, training, and support requirements required in the organization.

Pros

• The ticketing system is excellent and provides efficient customizations.

• This tool provides you with different analytical reports for different channels, such as email (for app requests), chats (queries), etc.

• It provides a single dashboard where you can view app requests, queries, and more.

• It lets you monitor your team's performance using customized tools and add an email address as a supporting address.

Cons

• Limitations in the ticketing system, as in the mobile app, you can't disable notifications for specific tickets.

• It takes time to respond to the raised tickets.

• To avail of additional functionality like bookkeeping or ERP, you need to integrate with other products/apps because it has limited functionality. 

Customer ratings 

• G2: 4.4 /5

7. ServiceNow

ServiceNow provides efficient and resilient services that enhance the productivity of the organization. The service desk also provides insights into problem management, incident management, change management, and request management and removes any friction by giving access to intelligent automation workflows.

Pros

• It generates reports periodically on the number of resolved priority incidents.

• The tool seamlessly integrates with different monitoring tools and automation tools.

Cons

• Exporting snow incidents to new tools and mitigating them is difficult.

• You can encounter a few glitches and bugs while setting it up in the system.

Customer ratings 

• G2: 4.4 /5

8. ManageEngine

ManageEngine service provides problem management, asset management, change management, and service desk management. The tool eliminates the need for extensive, time-consuming protocols. Further, it enhances report capabilities, providing adequate data, providing codeless customizations, and automating everything using cloud-based storage and automated bots for repetitive tasks and adding to the organization's progress.

Pros

• You can easily integrate with cloud-powered productivity platforms like M365.

• It allows you to work with both on-premise and cloud-based software.

• You can configure the system as per your requirements and add extra features like email integrations without additional charges.

Cons

• It has a delay in patches for on-premises software compared to cloud services.

• Report customization can be a challenging task for users.

• Users have to do manual setups for the asset management module.

Customer ratings 

• G2: 4.2 /5