Lifecycle Management

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Top 10 “Track-IT” Help Desk Alternatives In 2024 (ITSM Tool)

Team Zluri

4th December, 2023

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Track-IT is a reliable IT help desk software with endpoint management capabilities, allowing your IT teams to log, track, and prioritize user requests and queries. Further, it helps to remotely manage and monitor servers and other devices across the network. 

Despite having many impressive features, it might not be the best fit for every organization's IT requirements. In that case, many "Track IT Help Desk" alternatives provide equivalent or even more ITSM features and functionalities.

While Track-IT has been a popular IT service management tool for many organizations, it does have its limitations. One of which is its lack of customization, which can be problematic for large-sized organizations with complex IT needs. Hence, teams may need to seek out more customizable and scalable alternatives to Track-IT.

Below listed are some of the other drawbacks of Track-IT:

• It comes with a daunting configuration process, requiring your team to invest additional time and effort into properly configuring the tool to suit your organization's needs, which could be a deterrent for many others.

• It provides no platform to locate answers to closed tickets.

In light of the above drawbacks, let’s discuss our list of  Top 10 “Track-IT” alternatives:

List Of 10 Alternatives To “Track IT-Help Desk Tool”

We've created a list of 10 "Track IT" Help Desk alternatives below, each offering special features and advantages for streamlining your IT service management operations.  

So, let's dive in and find your next IT Help Desk solution.

1.  Zluri

Zluri empowers IT teams to manage several IT service management tasks efficiently. The platform automates manual and repetitive tasks such as “SaaS app approvals and app requisitions” and provides your team with a comprehensive view of all tickets in a single dashboard. This allows for easy tracking of requests and queries, leading to faster resolution times.

Let's take an example to help you better understand Zluri.

As an IT admin, you frequently receive multiple app requests and tickets from employees through various channels such as email and Slack. What would happen if you do not have a suitable system to manage these requests? The situation could become chaotic. Without a proper system in place, requests might get lost or piled up in an overflowing inbox or message queue.

Additionally, some of them may not clearly understand each request's status, leading to duplicated efforts or delayed responses.

That's where Zluri's capabilities come into play with its self-serve model, known as the Employee App Store (EAS). 

The EAS is a collection of SaaS apps that have been pre-approved and verified by your IT admin, which are then included in the EAS. It provides your employees with the freedom to choose any application they require.

For that, employees must submit an access request, and your IT admin will be notified immediately. After that, the admin will verify employees’ identity and requirements; and, then accordingly can grant secure access.

In cases where the required application is unavailable, employees can submit an access request, which goes through a verification process by IT teams. The application's details, including risk score, threat level, and compliance, are thoroughly evaluated and then forwarded to the procurement team. 

Now, here Zluri’s SaaS buying comes into play! Zluri’s procurement team will get the best deal for you. Once procured, the admin can grant access to the requested application.

Further, it also allows your IT teams to track, prioritize, and assign tickets to the appropriate personnel. They receive real-time email notifications when requests are raised, enabling immediate responses without delaying employee productivity. 

In addition, admins have the ability to set up seniority levels that determine which team members can approve or deny requests. This streamlines the approval process and ensures access is granted quickly and efficiently without unnecessary delays or bottlenecks.

Zluri simplifies the approval process by allowing IT teams to establish triggers and conditions based on factors such as job roles and seniority levels. This means you can set up automated workflows that ensure every app request is approved quickly and accurately, with minimal manual intervention.

For example, let's say you have a Graphic designer in your organization who needs to use the Adobe tool. With Zluri's EAS, you can set up automated workflows that trigger app approval requests specifically for designers based on their organizational roles.

Further, they can restrict the application view or customize which apps will be visible in the EAS as per specific requirements. This helps restrict employees from viewing and accessing apps with high threat levels, risk scores, and compliance.

IT teams can even reject requests due to pricing or security concerns, and any changes or substitutions made to the request are viewable in the "Changelogs."

That’s (below) how changelogs would appear to you:

Moreover, Zluri conducts regular audits and generates reports and analytics on ticket resolution rates and approval times to ensure that the approval workflow is monitored effectively. This data helps streamline the approval workflow process and improve overall IT service management.

In short, Zluri is a critical platform for streamlining your everyday IT operations and boosting productivity.

Now, what are you waiting for? Book a demo today and discover how Zluri can streamline your IT service management process.

Pros

• Your team will receive real-time updates on the status of their app requests. Furthermore, the approvers can provide comments and explanations, which the requester can see, ensuring transparency throughout the process.

• You can easily integrate it with various platforms, as it supports simple integration with over 800 API connectors. Additionally, it offers fast custom integrations, with a turnaround time of just 36 hours, which is notably faster than other comparable platforms.

• With Zluri, your team has the ability to establish automatic notifications, guaranteeing that requests are promptly identified and addressed. This feature helps ensure that no requests are missed, allowing for more efficient management of IT operations.

Customer Rating

• G2: 4.8/5

• Capterra: 4.9/5

2. Zendesk 

Zendesk is a powerful IT service management tool offering various advanced features to help your IT teams efficiently manage and resolve IT-related issues. It helps them streamline their processes by managing all your employees and stakeholder app queries from single or multiple points of contact. This includes monitoring and tracking issues, providing assistance with services, processes, or products, and troubleshooting problems to resolve issues quickly.

One of Zendesk's help desk’s key features is its self-service portals, which empower your employees to find solutions to their IT queries without requiring the IT team’s involvement. Additionally, your team can have visibility into recurring types of queries and cases with Zendesk's reporting capabilities, helping them identify solutions and create standardized processes to resolve issues effectively. 

Pros

• The solution is highly adaptable, allowing your IT teams to tailor it to their individual needs and operations. 

•  These tools allow you to set up automated processes and workflows based on specific events or criteria. It reduces repetitive work and increases efficiency, allowing your team to focus on higher-value tasks.

Cons

• It will be difficult for you to get reports with Zendesk. Even if you get it, the possibility of having accurate data is really low.

Customer Rating

• G2: 4.3/5

• Capterra: 4.4/5

3. Kayako

Kayako-Help Desk software is a popular cloud-based ITSM tool that simplifies the process of managing employee support inquiries and tickets. It's a powerful software platform that offers a range of features, such as customizable support ticket fields, automated workflows, and reporting tools to streamline the internal IT support process. Kayako, unlike traditional helpdesks, connects the dots between your support channels, customers' information, and employees.

With its user-friendly interface and robust set of features, Kayako Help Desk is an ideal solution if you’re looking to enhance your support operations.

Pros 

• It gives your IT teams the ability to view tickets that have been assigned to specific users and the assigned tasks. This feature can increase your teams' productivity and streamline their workflow.

• It excels at managing the ticket system and offers a wide range of editing and customization options. This feature allows you to tailor the software to your team's specific needs and workflows, improving efficiency

Cons

•  Some of its advanced features are only available in the expensive tiers of the software. Thus, if your organization has a limited budget, you may not have access to all the advanced features required to manage your support operations effectively.

• The system may occasionally encounter errors that cause duplicate postings of responses. This can be frustrating and time-consuming for your IT support agents, who may spend twice the amount of time to resolve and close a ticket.

Customer Rating

• G2: 4/5

• Capterra: 4/5

4. HelpScout

HelpScout is a robust help desk solution that streamlines the process of tracking, managing, and organizing raised tickets for your IT teams. The tool offers a self-service portal and a knowledge base to answer common employee queries, reducing the number of inquiries that need your team’s intervention.

Its analytics and reporting capabilities enable your IT teams to keep track of their performance and identify areas for improvement. The "saved reply" function facilitates faster response times with starter templates for common inquiries. Additionally, HelpScout integrates seamlessly with various systems, including business intelligence tools, extending the scope of analysis for you to understand your organization's structure in-depth.

Pros 

• Your team can begin using the tool's features and capabilities immediately with its simplified setup, increasing productivity and easing the overall workload.

• It offers you quick and reliable customer support that offers teams quick aid and direction whenever necessary. Thus, it minimizes any possible downtime and deals with concerns swiftly.

Cons

• The tool's mobile app has some restrictions, impacting the productivity of team members who depend on it to access the platform while they are on the go.

Customer Rating

• G2: 4.4/5

• Capterra: 4.7/5

5.Ivanti Help Desk

Ivanti Help Desk is an IT support platform that handles incoming ticket requests from any source and offers case management, self-service capabilities, knowledge management, and workflow automation. The solution provides management functionality for security protocols and IT services, allowing clients to customize designs for use in self-service portals. 

Additionally, Ivanti IT Service Management provides an agentless monitoring solution that catches and fixes IT infrastructure problems as they occur, enabling your IT teams to monitor their tasks without the need to install monitoring agents. 

Pros 

• It will offer your team a high level of customization, enabling adjustments to even the minute details based on specific requirements and preferences.

• The tool facilitates quick access to information and generates reports while providing a streamlined process flow for effective workflow management.

Cons

• The tool interface can feel cumbersome, especially when executing multiple iterations of a workflow (for instance, while provisioning new users), leading to decreased productivity and reduced efficiency.

Customer Rating

• G2: 4.2/5

• Capterra: 3.8 /5

6 .SysAid

SysAid is a cloud-based IT service management system offering a range of features that make it easy to manage incidents, problems, and changes while keeping a tab on your service level targets. With customizable dashboards, you can monitor network performance and get insights to help you make better decisions.

The help desk automation, asset management, and network monitoring features ensure that you're always up to date with the latest technology trends. The system also offers a self-service portal that allows your team to troubleshoot problems and reset passwords, saving valuable time and resources.

SysAid ITSM offers mobile device management, patch management, and network discovery features to help you manage your IT assets seamlessly. The best part? This solution can be deployed on-premise, making it a versatile and flexible solution for all your IT needs.

Pros 

• Due to its seamless integration, the tool can swiftly integrate with other systems, offering a more comprehensive and complete view of data. This gives you better insights and improves your decision-making capabilities.

• It allows your team to easily configure and deploy the tool, allowing for quick implementation without needing extensive technical knowledge or expertise.

Cons

• Customer support takes an extended period to address the issues, which can be problematic if quick customer support is what you’re looking for. 

Customer Rating

• G2: 4.5/5

• Capterra: 4.5/5

7. Invgate

InvGate Service Desk offers a powerful IT service management solution that makes handling complex service-related processes a breeze. With the addition of Invgate Insights, your IT teams can quickly and easily view software and hardware related to each incident, reducing troubleshooting time and minimizing downtime.

This flexible IT help desk ticketing system is available in both cloud and on-premise versions and boasts impressive security features. InvGate provides a comprehensive suite of capabilities, including an IT service desk with problem and change management, hardware and software tracking, self-service portals and a knowledge base, inventory risk detection, and more. The platform can be easily configured to meet your unique infrastructure requirements.

Overall, InvGate is a robust and flexible solution that empowers teams to deliver exceptional service and take their IT operations to the next level.

Pros 

• It offers your team with easy installation and configuration process, making it easy for them to set up and customize as per your organization's requirements.

• Moreover, you will find that the tool offers a user-friendly interface, making it effortless for your team to operate. You can also rely on its dependable support system to enhance its usability and effectiveness

Cons

• You may find that the platform's built-in integrations with other tools or systems are limited. It can potentially pose difficulties for your team if they require extensive interactivity with various platforms.

Customer Rating

• G2: 4.6/5

• Capterra: 4.7/5

8.ServiceNow

ServiceNow is a robust IT service management platform that facilitates effective communication and collaboration across different departments, making it an ideal solution for growing organizations. Its advanced features allow teams to quickly identify and address the root causes of productivity issues, leading to faster issue resolution. 

Further, it also offers AI-assisted ticket assignments and other productivity tools, which increase team members' efficiency and help them prioritize tasks effectively. With ServiceNow, teams can benefit from an all-in-one help desk software solution that empowers them to work smarter and deliver exceptional service. 

ServiceNow provides a self-service portal that allows users to report concerns, find solutions, and monitor progress. Additionally, the system can keep track of financial, legal, and inventory information on hardware, software, and virtual infrastructure.

Pros 

• Using intelligent automation, the software can swiftly detect, track, and manage assets in real-time, providing you with a complete overview of your organization’s asset inventory.

• The tool enables the continuous flow of data utilized in your IT operations and facilitates the identification of any blockers in the process. This results in increased efficiency of your IT team, which can promptly detect and address any problems.

Cons

• The tool's response time may be affected when loading pages or generating reports that contain significant amounts of data. As a result, your team may experience delay and a slower workflow, which can be frustrating for those who require quick access to data insights.

• You may have to manually cancel change requests after the deadline, which could delay the change management process and potentially harm project timelines.

Customer Rating

• G2: 4.4/5

• Capterra: 4.5/5

9. FreshService 

Freshservice is a comprehensive cloud-based solution for IT Help Desk and service management, designed to simplify IT operations for organizations of all sizes. With features like a ticketing system, self-service portal, and knowledge base, Freshservice enables seamless communication and collaboration between IT teams and end-users.

The solution also provides ITIL-ready components that help administrators manage assets, incidents, problems, changes, and releases, enabling them to control their IT infrastructure completely.

With Freshservice's Asset Management component, organizations can exercise greater control over their IT assets, including software/hardware assets that can be added, tagged, tracked, and delinked, ensuring complete asset visibility and awareness. Further, it is a user-friendly solution that empowers organizations to deliver exceptional service and optimize their IT operations.

Pros 

• It provides your team with an exceptional support system, providing timely and knowledgeable assistance whenever they face any technical issues.

• If pricing is your concern, you’ll get the best value for money with FreshService in terms of its features.

Cons

• Sometimes, the user interface (UI) may experience delays and slow performance, which can cause frustration and hinder your team's productivity. As a result, completing tasks may take longer than expected.

Customer Rating

• G2: 4.6/5

• Capterra: 4.5/5

10.Jira Service Management 

Jira Service Management is an IT service management solution formerly known as Jira Service Desk. This ITSM platform provides comprehensive support to both internal and external users such as clients, partners, and employees. It effectively communicates with Jira software to enhance the collaboration between the development and IT teams.

The platform offers a knowledge base that empowers users to access self-service options, thus saving valuable time and resources. Additionally, it automates processes to help users streamline repetitive tasks, allowing agents to complete more tasks in less time.

Using a single platform allows you to manage work across different teams, thus increasing efficiency and collaboration. Furthermore, you can provide your employees with a self-service portal that lets them quickly and easily get the help they need.

Pros 

• The platform's intuitive and user-friendly design is easier for your team to navigate and learn without the need for extensive documentation or training.

•  The tool accurately tracks individual issues across your organization by assigning unique identifiers. This provides effective issue management through the use of groupings (epics), releases, and sprints.

Cons

• Setting up the software may require significant time and effort due to the many customization options available. This can make it complex to configure for your team.

Customer Rating

• G2: 4.2/5

• Capterra: 4.4/5

About the author

Team Zluri

Team Zluri