Which software is there for service desk support?
  • Which software is there for service desk support?

Which software is there for service desk support?

Which software is there for service desk support?

There are several software solutions available for service desk support, which help organizations manage and handle service requests and provide support to internal or external users. Some popular service desk support software categories include:

  1. IT Service Management (ITSM) software: This software is aimed at managing IT service processes and support. It includes functions such as incident management, problem management, change management, configuration management and service level management. Examples of ITSM software include ServiceNow, Jira Service Management, BMC Remedy, and Freshservice.

  2. Customer relationship management (CRM) software: While CRM software is primarily focused on customer relationship management, some CRM platforms can also serve as service desk software for handling service requests. They provide functionality for ticket management, customer communication, case management, and reporting. Examples include Salesforce Service Cloud, Microsoft Dynamics 365 Customer Service, and Zoho Desk.

  3. Help Desk Software: This software is specifically designed to manage service requests and provide support. It includes features such as ticket management, knowledge base, self-service portals, workflow automation, and reporting. Examples of help desk software include Zendesk, Freshdesk, Deskpro, and Kayako.

  4. Service Management Software: This software is broader in scope and can support IT services as well as other business services. It offers service management, ticket management, workflows, reporting and dashboards features. Examples are SolarWinds Service Desk, Samanage and Axios Systems.

When choosing the right service desk support software, it is important to take into account the specific needs of the organization, the number of users, the desired functionalities and integration options with existing systems. It is also advisable to conduct a thorough evaluation, attend demos, and compare the features and pricing models of different software solutions before making a decision.