Access Management

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Top 10 Splashtop Alternatives & Competitors [2024 Updated]

Rohit Rao

22nd January, 2024

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Splashtop is an IT service management platform. It enables your IT teams to access and troubleshoot devices remotely, communicate with your employees to resolve queries and manage support requests all from a single platform. However, it has certain limitations that may impede effective service management. Therefore, exploring Spalshtop alternatives for better IT service management is advisable.

Splashtop's ITSM (part of Splashtop enterprise service management) offers multiple functionalities such as chat support, remote sessions, file transfer, session recording, and ticket management. These robust features enable your IT teams to communicate and interact seamlessly with your employees and customers, transfer files between devices, record sessions for auditing and training purposes, and manage support tickets.

Furthermore, it offers other benefits as well to streamline your IT service management processes, which are:

Benefits Of Splashtop IT Service Management 

Below mentioned are some of the Splashtop IT service management benefits:

• Splashtop seamlessly integrates with ticketing systems like ServiceNow, Jira, Freshservice, Freshdesk, Zendesk, and more. This integration lets you start remote support sessions directly from your ticketing platform.

• Also, it automatically logs session details back into the ticket. This means that information about the remote support session (such as the actions taken, issues resolved, or any other relevant details) is automatically recorded and added to the corresponding ticket in the ticketing system. This integration ensures that all the details of the remote support session are documented and easily accessible within the ticketing system for future reference or analysis. 

Even though it offers multiple advantages, Splashtop ITSM still falls behind due to its shortcomings.

Drawbacks Of Splashtop IT Service Management

Here are some of the notable drawbacks of Splashtop IT service management: 

• A major drawback of Splashtop ITSM is that unexpected network error occurs while using the platform, which causes unnecessary delays in accessing the customer's screen to resolve the issue. This reduces customer satisfaction as well as slows down the resolution process. 

• Another con of Splashtop ITSM is that it doesn't provide a drag-and-drop feature to transfer files, so your IT teams have to put in extra effort and invest time just to transfer a single file. So, while dealing with a large volume of related tickets, this can potentially slow down the overall process.

Though it's not a compulsion to stick with one tool, you can always choose an alternative to avail full features that will meet your IT team's particular needs while also improving the customer/employee experience. 

So, to help you discover the best Splashtop alternatives, we've curated a list of tools that outperform Splashtop ITSM and offer more efficient solutions to streamline the IT service management process. 

List Of 10 Best Splashtop Alternatives & Competitors For 2024

Below listed are the 10 alternatives to Splashtop’s ITSM platform that you can consider for streamlining your IT service management processes.

1. Zluri

Zluri, an outstanding alternative to Splashtop, enhances the efficiency of your IT teams by managing IT service processes and improving the overall employee experience. Notably, it automates mundane tasks, such as application approvals, and provides a centralized dashboard for comprehensive ticket management, facilitating systematic monitoring and prompt resolution. To help you understand better how it does all this? Let's delve into Zluri's functionalities:

• Elevates Employee Experience Through Self-Serve Model

Zluri introduces the Employee App Store (EAS), a self-serve model allowing employees to access pre-approved SaaS applications independently without IT assistance. This improves the overall employee experience by eliminating the need for constant support.

• Expertly Manages Access Requests

Zluri streamlines the access request process, making it effortless for employees. Employees must simply submit an access request, and the IT admin will be notified immediately. Then, the admin verifies the employee's identity and grants secure access with just a few clicks. This saves valuable time and effort for both your employee and your IT admin and elevates the overall employee experience by eliminating unnecessary waiting periods.

The simplicity doesn't end here. In cases where the required app is unavailable in the Employee App Store (EAS), employees can submit a request for the same. The request undergoes a similar process but with additional steps. The raised request or ticket reaches the IT admin, who thoroughly reviews all application details, considering factors like threat level, risk score, compliance, and more. This ensures a thorough evaluation of the app's security before procurement.

Once the application details are verified, the request is forwarded to the procurement team. Leveraging Zluri's SaaS buying capabilities, the app is negotiated and purchased at the best deal. Upon procurement, the IT admin then grants the employee the appropriate level of access to the requested application, completing a seamless and secure access request journey.

• Maintains Transparency With Complete View of Requests

However, the application request can also be rejected due to its pricing, or the app may not be secure enough to procure. In that case, the employees will be notified about the same through the comments. Also, if the change is made in the request or if any of the approvers provide any substitute for the application, it will be viewed in the "Changelogs." 

• Provides Your IT Team The Ability To Customize The App View In EAS 

Your IT teams get complete control over the visibility and accessibility of applications within the Employee App Store (EAS) through Zluri. This granular control allows them to restrict application views and customize app visibility based on specific organizational requirements.

By leveraging this capability, your IT admins can implement a tailored approach to limit employee access to applications with elevated threat levels, high-risk scores, or non-compliance with established security protocols.

• Conducts Timely Audits To Monitor Workflow

Zluri ensures operational excellence by systematically conducting timely audits and generating comprehensive reports. This data encompasses various aspects of the ticketing system, providing insights into critical metrics such as ticket resolution rates, the efficiency of request approvals, and more. 

By offering a detailed breakdown of the time taken to approve requests and other relevant performance indicators, Zluri provides you with a complete understanding of the approval workflow process. The ability to analyze these metrics not only enables teams to pinpoint areas of improvement but also contributes to the overall optimization of service management.

What are you waiting for? Book a demo now to witness how Zluri's advanced capabilities simplify your service management process.

Pros

• Zluri offers an intuitive dashboard, allowing your team to view all the tickets at a single location, including resolved/unresolved, assigned/unassigned, overdue tickets/requests, and more. This helps in determining which tickets need to be resolved on a priority basis and which tickets still need to be assigned to the concerned IT support team, allowing you to streamline the ticket management process

  

  

• It generates curated reports to monitor support team performance and how long it takes to resolve queries and issues. This helps pinpoint areas that need improvement to streamline the service management process.

Cons

• At times, setting up and integrating with other apps/tools can be a bit intricate and require attention to detail to make sure they work properly

• Zluri is not the most suitable choice for small-sized businesses, as its key features are predominantly designed to cater to the specific requirements of mid-size (medium) businesses and larger enterprises

Customer Rating 

• G2: 4.8/5

• Capterra: 4.9/5 

2. Freshservice

Freshservice's ITSM is one of the notable Splashtop competitors. It is designed to streamline your employee engagement with AI-driven service management and integrated support channels. Also, this alternative to Splashtop routes incidents intelligently and gives your IT teams all the tools they require to resolve incidents faster. 

Furthermore, this excellent solution extends your knowledge base by integrating with third-party software for detailed information and other internal content management systems to assist your employees and help your teams deflect issues within no time. 

With Freshservice's ITSM, your teams can centralize IT operations and automate routine tasks, such as ticket routing and assignment, reducing response time and improving efficiency. The platform additionally provides real-time insights and analytics that help you monitor your team's performance, track metrics, and identify areas for improvement.

Pros

• Freshservice's ITSM allows your IT team to set ticket alerts. This helps ensure they receive prompt email notifications whenever a ticket is requested. This feature enhances your team's responsiveness as they get instant alerts about incoming requests, which further helps them to resolve tickets quickly  

Cons

• Freshservice's ITSM doesn't allow your IT team to control the user portal design. They cannot customize the design elements to meet specific preferences or branding requirements. This lack of flexibility in user portal customization may be a drawback for businesses seeking a high degree of control over the visual aspects of their support platform

• Another drawback of this platform is it exhibits a limitation in its search functionality, making it challenging for users to retrieve details from older tickets. This limitation poses difficulties for users who require accurate and swift access to historical ticket information on time

Customer Rating

• G2: 4.6/5

• Capterra: 4.5/5

3. GoToResolve

GoTo Resolve ITSM, a well-recognized alternative to Splashtop, provides your tech support team with a required reporting tool to gather crucial data. This data includes which agents manage which tickets, ticket statistics, agent information or IP address, end-user data (name, device type, and IP address), session recordings, and more, which helps your IT teams respond to issues faster. 

Also, GoToReslove's ITSM allows you to monitor the support sessions and help desk ticket details, further enabling you to determine how your IT teams perform and where they can improve to streamline the service management process. 

Pros

• GoTo Resolve's ITSM allows your team to record sessions. These recordings can come at help if anybody from the team has to resolve a similar issue in the future

• Also, this simple software collaborates with other agents for expert remote assistance to handle complex issues so that your employees and clients don't have to wait long to resolve their queries. This helps improve your employee experience and eliminates delays in the resolution process

Cons 

• One of the major drawbacks of GoTo Resolve is that it takes time to search previous tickets due to the slow indexing of tickets. This poses a significant challenge for teams to view old tickets 

• Another downside of the platform is that it lags occasionally and loses connection in the middle of the resolution process, which disrupts the entire flow of work 

Customer Rating 

• G2: 4.4/5

• Capterra: 4.4/5

4. SysAid

SysAid's ITSM is one of the prominent Splashtop alternatives offering functionalities, including change, problem, and request management, to help your IT teams deliver great service management solutions. Further, this alternative to Splashtop streamlines and automates the entire process of managing IT services, freeing up your IT team's time so that they can focus on other crucial IT tasks. 

Also, this popular software provides unlimited templates and forms in addition to up to 200 custom columns per entity, which makes it simpler for your team to tailor SysAid to their needs. 

Pros

• SysAid's ITSM gives your team an overview of all open tickets in a single dashboard. This helps them determine the type of problem or query they will be handling, whether it needs the involvement of other team members or not, and how long it will take to resolve

• Also, it notifies your team of the changes made in the tickets via email, keeping them updated on the status to maintain transparency

Cons

• At times, SysAid's ITSM goes off and displays error 504. This sudden error impacts the customer-initiated requests and delays the ticket resolution process 

• Another drawback of SysAid's ITSM is that it doesn't allow you to edit submitted tickets. Thus, your team won't be able to add text to descriptions or the title after submitting the ticket. Due to this, they have to again connect with the employee or client and explain every single detail, which drains effort and time

Customer Rating 

• G2: 4.5/5

• Capterra: 4.6/5

5. Solarwinds Service Desk

SolarWinds Service Desk is one of the noteworthy Splashtop competitors that incorporates smart technology into the service desk. This helps your IT teams concentrate on core IT activities rather than mundane, time-consuming IT tasks. 

Not only that, SolarWinds Service Desk also automates ticket routing, provides AI-powered smart suggestions, and offers machine learning functionality; this helps ensure your IT service desk can deliver service across the business efficiently and effectively.   

Pros

• SolarWinds Service Desk provides your employees convenient access to the required resources. These include live chats to communicate directly with the respective person to resolve issues and self-service solutions that enable them to get automated suggestions to deflect their common queries 

• Also, SolarWinds Service Desk integrates with tools like Slack and Gmail so that your employees get notified on the status of their tickets/requests

Cons

• SolarWinds Service Desk provides your team with only a few layouts to look at incidents or changes. For instance, currently, only a list format is available. This makes it a bit difficult for IT teams to organize and prioritize tickets appropriately

• Another downside of this platform is that if anybody from your IT team updates or makes any changes to a ticket, it doesn't reflect the same. This creates confusion among the team whether the request has been resolved or not.

Customer Rating 

• G2: 4.3/5

• Capterra: 4.6/5

6. Jira Service Management

Jira Service Management serves as one of the notable Splashtop competitors. It enables your IT teams to efficiently manage service requests, incidents, change, and endpoint management processes. Also, its integration with other Atlassian tools, such as Jira Software and Confluence, allows your IT teams to collaborate more effectively and manage workflows across different departments. This enables your team to obtain contextual data quickly to respond to/resolve requests, queries, incidents, and changes. 

Furthermore, Jira Service Management offers a wide range of reporting and analytics features, allowing you to track performance metrics and identify areas for improvement.

Pros

• Jira Service Management provides your team with the feature to monitor and prioritize service requests and incidents to make sure that the most important issues are addressed first

• Also, the knowledge base capabilities of Jira service management allow your team to create AI-powered self-service portals for both employees and customers. This powerful search engine lets users access relevant articles by searching for keywords or phrases

Cons

• A notable drawback of Jira's ITSM is that it doesn't have notification functionality. It doesn't notify your IT teams of newly raised tickets, so they have to open the project to view new requests. Thus, there is a substantial likelihood of missing new requests, which could result in improper ticket management

• Another limitation of Jira's ITSM is that the search feature is not flexible. It is very difficult to identify necessary tickets if words are not spaced appropriately or do not have the proper symbols (e.g.' s). As a result, your team has to spend quite a time finding the right keyword to acquire the desired outcome

Customer Rating 

• G2: 4.2/5

• Capterra: 4.4/5

7. Zendesk

Zendesk ITSM is one of the well-recognized Splashtop alternatives that helps your IT teams manage ticket requests and support issues from various channels such as phone, video calls, real-time chats, email, social media, and more. This alternative to Splashtop provides self-service portals where your employees and clients can submit their inquiries and will automatically provide solutions for the same.

Additionally, this simple software provides a set of capabilities, such as knowledge management, reporting and analytics, and ticket management, to handle complaints, client inquiries, and feedback effectively.

Further, Zendesk's ITSM enables your IT teams to segregate support teams into departments like marketing, sales, or technical services depending on their duties, making it simpler for end users to get in touch with the appropriate person for service support without getting lost.

Pros

• Zendesk's ITSM organizes support teams based on their roles in different departments, like marketing, sales, or technical services. This makes it easier for your employees and clients to connect with the appropriate person for service assistance without getting lost

• Also, your IT teams can seamlessly communicate/interact with employees and clients with Zendesk Chat, which makes the resolution process smoother and faster

Cons

• A notable drawback of Zendesk's ITSM is that it doesn't provide your team with an automated way to delete tickets or send them to the suspended view. As a result, they have to do these tasks manually, which consumes a lot of time and reduces efficiency

• Another drawback of this platform is that it has an inefficient search function, making it difficult to identify duplicate tickets. This creates confusion among the IT team, making it more difficult for them to determine how many actual tickets have been raised by employees and clients 

Customer Rating 

• G2: 4.3/5

• Capterra: 4.4/5

8. Help Scout 

Help Scout's ITSM offers a comprehensive FAQ designed for the W-I-N (What I Need), offering customers seamless self-service options to find answers to frequently asked questions at their convenience. This alternative to Splashtop provides insightful facts by utilizing reports that track customer happiness, team efficiency, and other key performance indicators, allowing you to stay agile in a competitive market.

Furthermore, Help Scout's ITSM also offers additional features like a help center, messaging, and inbox. With its Inbox feature ensuring the right response is delivered promptly, and with the help center feature, you can provide your customers easy access to the information they need to help themselves. Also, its messaging feature leverages AI to enhance replies, summarize conversations, and streamline your service delivery processes. Additionally, your team can utilize its robust reporting tools to track everything from productivity to customer happiness. 

Pros 

• Help Scout's ITSM provides your team the ability to filter the conversations based on the time they received them so that they can prioritize efficiently 

• With the help of a tag system, your team can organize tickets into categories that make it easier to search for them in the near future 

Cons

• The tool makes it challenging for your IT team to search for old closed tickets, as the tickets lose their tags once the case gets closed

• Sometimes, the website goes down without any warning, which interrupts the entire flow of work

Customer Rating

• G2: 4.4/5

• Capterra: 4.7/5

9. Kayako 

Kayako ITSM is one of the widely known Splashtop competitors that makes managing customers and employee conversations easy with the shared inbox tool. This tool includes custom views, tags, and conversation assignments, which allows your team to prioritize top issues and automatically assign conversations to the right support team for faster resolution. 

This alternative to Splashtop provides a self-help knowledge base that is available 24/7, allowing clients and employees to find relevant searches to resolve their common queries. For example, when they type keywords in the portal, they receive instant suggestions, so they no longer have to wait for days to resolve their issues.  

Pros 

• Kayako's ITSM enables your IT team to trace requests, quickly discover all the tickets, and sort them into different categories. This helps manage the tickets more efficiently 

• It provides your IT team with a user-friendly dashboard to view all the tickets in a single location. It views critical details like unassigned, overdue, resolved tickets, and more. This helps your team identify which tickets need to be resolved on a priority basis and which tickets still need to be assigned to the IT support team, which simplifies the ticket management process

Cons

• Occasionally, Kayako's ITSM doesn't record responses, such as when your IT admin adds solutions/suggestions as a response to a ticket, it doesn't get recorded, and they have to spend double the amount of time to resolve and close a ticket. This consumes productive time, which can be utilized in other core IT tasks. 

• Sometimes, having to pull up the history of tickets submitted by a specific client or employee can be very time consuming and complicated with Kayako's ITSM

• Also, at times, the system crashes for no apparent reason; it gets frustrating for your IT teams, especially when they are working on time-sensitive requests

Customer Rating

• G2: 4/5

• Capterra: 4/5

10. HappyFox

HappyFox ITSM, one of the best Splashtop competitors, streamlines request management by bringing down all the raised tickets in a centralized location, which helps IT teams manage them efficiently. Furthermore, this alternative to Splashtop distributes work among (assigns incoming tickets) different field technicians at different levels. This helps ensure issues and tickets are resolved and approved faster. 

Also, HappyFox ITSM provides self-service and knowledge base capabilities that empower your customers to resolve common issues independently. Additionally, to stay up-to-date on the ticket management process, HappyFox ITSM provides periodic notifications about ticket expiration dates and updates to eliminate SLA breaches. This keeps your IT service enterprise responsive and reliable by consistently meeting client expectations.

Pros

• HappyFox's ITSM uses multiple channels to gather tickets/issues data and automatically sorts and puts them into custom categories like incident management and outages. Then it tags the tickets based on priority, status, and assignee, providing a systematic and efficient approach to streamline your ticket management process

• Also, it builds a no-code, customizable, multi-lingual, and mobile-responsive IT support center. This helps your team to effortlessly establish a repository of knowledge base (KB) articles and FAQs, empowering users to access information conveniently

Cons

• There are situations where IT teams receive ticket notifications after one or two days. This causes interruptions in the resolution process and affects the experience for employees and clients

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• Another drawback is observed in HappyFox's basic "smart rules," which have restricted triggers and actions. The IT team cannot change the ticket status and assign it to an agent in a single step; each task needs to be performed separately. This sequential process consumes additional time

Customer Rating 

• G2: 4.5/5

• Capterra: 4.6/5

How To Choose The Most Suitable ITSM Tool?

So, here's an overview of the top 10 Splashtop alternatives and competitors. Now, the ultimate decision rests with you as to which one to explore further. But how to evaluate the most suitable ITSM platform? To identify the ideal IT service management software among these options, you can follow these essential tips:

• Understand Your Requirements:

Begin by comprehending your organization's specific needs, concentrating on service delivery and IT support processes. Identify areas that can benefit from automation to enhance overall efficiency.

• Get Feedback From Your Team:

Engage your IT staff and form a focus group with representatives from various departments. Use surveys to collect insights, understanding both what is functioning well and areas that require improvement.

• Prioritize Features:

Differentiate between essential features and desirable features. Prioritize tasks, considering future needs aligned with organizational goals. Keep the focus on core business requirements. Also, evaluate how well the chosen ITSM tool integrates with existing operating systems, both presently and in the future. Check compatibility with cloud services and pre-built integrations.

• Fix A Budget:

Define a clear budget, calculating the total cost of adoption over a five-year period. Account for potential additional expenses such as maintenance, upgrades, and any charges for integrations or customizations.

By considering these factors, you can make an informed decision and select the most suitable IT service management software for your company.

FAQs

What Is ITSM Tool Used For?

IT service management (ITSM) tools are used to efficiently manage and deliver IT services within an organization. It helps streamline processes, enhance communication, and ensure the effective delivery of IT services to both internal users and external customers.

How Is ITSM Different From ITIL?

ITSM revolves around a service-oriented approach, emphasizing that IT should be provided as a service. Furthermore, ITSM serves as a methodology for delivering IT services to the business. While ITIL is a widely used set of practices that outlines the implementation guidelines for ITSM within a company.

About the author

Rohit Rao

Rohit works in the Community and Marketing Team of Zluri and is a strong advocate of community led growth.